Booking.comReviews 4,273

Booking.com advertise and sell private accommodation (Airbnb) as hotel accommodation and don't tell you about this before you pay for the reservation. After receiving your payment, they provide you with host's requirements and if they don't work for you and you want to cancel your booking, they charge cancellation fee.
In my case, I paid booking.com for the hotel and was informed that this is private accommodation and the host check-in time is 4:00 pm - 10:00 pm. My flight arrives to this city at 10:00 pm and I can't check in before this time. I talked to booking.com custom service manager Kes about this situation and he confirmed that it was booking.com mistake but he cannot help me. If I want to cancel me reservation, I have to pay 95% cancelation fee and after he hang up the phone. When I phoned to booking.com custom service again I talked to Udgin and she said that this was my mistake, the managed doesn't want to talk to me anymore and hang up the phone.
This is a terrible customer service!

Horrible experience and will never use again. Long story short I booked a motel under the impression there would be 0 charge to book the motel until arrival date. The only charge there would be is a cancelation charge after certain date. A transaction was made from my bank from the motel so I called and she told me there is charge of the first night of the hotel that you have to pay and I told her there was a no charge. She said in a email that is sent there is a fee for the first night, the only way you can get that email is if you book the room which basically is a scam. They are in process of reimburse my account but never again will I use this company. Also rude on the phone.

I booked a hotel for 2 nights with Booking.com, and after finishing the reservation and out of curiosity, I checked Expedia.com to compare pricing. I found the same exact room on Expedia for $19.65 per night less, or $39.30 less for both nights, not including the additional taxes and fees. I took a screenshot of the Expedia page CLEARLY SHOWING that they had one room left when I contacted Booking.com customer service for the price match. I sent the screenshot to them, and they later sent me a denial letter stating that when they checked, the room was no longer available. Terrible customer service (although the rep was friendly and polite). I had documented proof that the room was available at the lower price, and they denied the price match anyway. I sent then another reply after they denied the price match again attaching the screenshot clearly showing there was a room available when I first contacted them, and they have not responded in the last 24 hours. I did also tell them that if they refused to honor their price match "guarantee", that I would submit my reviews and never do business with them again. Their response was to not respond!

We booked 3 different vacations to Las Vegas because their rates show that the taxes and fees are being included. Upon arriving at the hotel we were told that this is not true and the $50 per night fees must be paid. Booking.com was completely useless and couldn't care less when we spoke to them. They wont' provide any refunds, won't put a senior person on the phone and basically just take your money. DON'T EVER BOOK THROUGH THIS COMPANY!

I booked a rental car from Europcar through Booking.com Entered in my Lloyds bank debit card details to find the money deducted from the account. A few hours later we decided to cancel the rental car & went through the process accordingly. But to my surprise Booking. Com refunded my payment with a foreign currency, which resulted in the bank deducting Exchange rate of £25.68 less Plus the bak fee of £41.57 Total £67.25 deduction difference.

I liked booking for the fact you could book earlier and pay later, and the wide choice of accommodations they offer. But after what I am about to say, and I am a Genius customer so I have some discounts at times, I have decided to search a better website to book my travels.

1st a very very serious issue has been when in a hotel the manager made us pay more to stay until night and then threatened us to kick out our luggages and insulted my boyfriend with me while this is criminal since can even be sued for this and I even lost a expo I paid 40 euros per and Booking.com said the right one was the manager and gave us no refund where it was clearly criminal
2nd i booked a hotel and nobody told me lobby was closed when I said I should arrive early and at least I wanted to sit down since I was tired and all the hotel at morning was closed; then I found hair on the bed, hair and leftovers in the fridge and dirty kettle. They only gave me 10 euros of refund. They even said the hotel did not want any refund. May I say, this is a shame.

I am looking now for better websites and in the meantime I will send a letter to Booking.com

When we arrived at our Bayonne Hotel La Gare, there was no electricity, none of the staff spoke English and would not accept us as guests as they did not know when there would be power restored. They waved us off, did not have a record of our confirmation. Three hours later we get an email from Booking.com asking why we were "No Shows' and failed to report to them. Later the hotel claimed we have to pay for the room as "the power was only off for 10 minutes". Booking claims they only act as "intermediaries" but accepts the hotels story - who of course pays them a percentage as broker of fees. I will never use these bunch of shysters again. They are liars like their hotels who are their actual customers - not you as the paying client. This is a crap operation and full of deceit.

I was trying to book a hotel through this site and the booking would not go through. It kept reading "try again in a few minutes". Well, wouldn't you know... all those bookings went through and I was charged for multiple hotel rooms on the dates I chose. I was not refunded any of my money or even so much as given a credit. Go to a reputable site like Priceline for discounted rooms unless you like paying hard earned money for nothing.

My flight got canceled and I had to find a hotel near the airport. I went on booking.com and googled hotels near the airport. A bunch of them came up and I just picked one because it was late and I was tired. When the taxi arrived he said that was pretty far away. The taxi ride was going to add a bunch of money to the cost so I called the hotel and ask if I could cancel. There was a no cancellation policy. The guy at the front desk said that he would cancel my reservation after I told him that their ad was misleading. He said it was over 20 minutes away from the airport and that he would cancel my reservation in the morning. He didn't even ask my name. If a hotel is near the airport it should be near the airport. This was misleading and may end up causing me to pay for a hotel night that I didn't even use.

My friend and I called Sept 25/19.at 2 pm. The ad says the address is 6 Blvd Gambetta ******* Nice France.We arrived on the building as per the picture.He's not there.We called him.He said he has a different address. We told him we'll be there asap but told as vehemently that he was overbooked by booking.com so do not come anymore. He said he will not charge our visa but he did. He sent us a booking confirmation that said Sept 25 9:27 am? He cancelled it. We did not. A LIAR! To date we didn't get the money back. We wrote booking.com to no avail. Beware!

We planed an overnight in Montreal to visit a nephew who lives in a small apartment there. The four of us had rented an apartment on Papineau Street near his home. I had received an email from Booking.com with the door code on 10/04/2019. I saved this in my email and printed a copy, so we could get into the apartment. On 10/08/2019, I received a call and email confirming we were actually real people. The caller stated that he had been getting a lot of fraudulent reservations. I confirmed our intention to keep the reservation and room. He sent me an email to confirm. I replied using my phone that we were coming. I did not read the email because I was working. The email contained a new door code. He never mentioned it and there was no reference to the change in any other correspondence. We arrived and couldn't get in with the door code I had. My email was not working, so I was not able to read all of the emails and stumble across the new code. I was looking for a number to call and could find none. I visited other apartments in the building and stopped people on the street in front of the building for help. I remembered that the manager called me and tried his number numerous times with no luck. Eventually, I figured out that the last digit of the four digit code was wrong and trying numerous combinations, I finally opened the lock box. About this time, one of the residents said he had the manager on the phone. A little too late though. The apartment was very spartan but clean. The beds were comfy, but there is no way that the four of us could even sit at a table or on a sofa. The TV didn't work and was sitting high up on a cabinet in an impossibly small area sort of a kitchen. The bathroom was nice. I felt that the manager should have told me that he changed the code. He had me on the phone and could have told me to be sure I got this critical information. Or someone should have sent a specific confirmation email about the code change making sure I acknowledged the new code. The experience was very stressful and probably risky to go knocking on doors in an unfamiliar foreign town and building. During this time frame I actually booked a lodge in NY with AIRBNB. They did an amazing job taking care of us and making sure our visit was pleasant. I asked for a reasonable refund for my stress and inconvenience. Of course their defense was that they sent me an email. Sorry that clearly was not enough. I DO NOT RECOMMEND BOOKING.COM AND WILL NEVER USE THEM AGAIN.