Booking.comReviews 4,273

When you call to file a complaint, booking.com is helpful in that they tell you what you want to hear "the refund will be processed" or "we will compensate you". The reason why I am writing a bad review for booking.com is, yes they are an agency and apparently only take 15% commission from hotels, and yes sometimes they do not process any credit card payments. But this time around we were charged before we even got to the hotel. We stayed one night and paid for four nights, we had to leave due to technical problems the hotel was experiencing. We asked for a refund from the hotel, even the owner acknowledged there was a problem and refused to refund us. They told us to take it up with booking.com. So we did. You are given the run around with, it was the hotel's fault. And then later on, it wasn't their fault etc. 2 weeks and still no results. Not good enough! There is customer service but the service is not to resolve the issues, it is just to listen to you complain.

Went online with booking.com and reserved a room. Received confirmation back with codes, and all go to go. Arrived at the hotel and found no reservation. Called booking.com and they said they had verified with the hotel manager and would call me back. They did call back and said oops, we failed to make the reservation for you. Did not make any attempt to help find a suitable replacement. Also stated they are not allowed to give the hotel reservation #. Very hokey. Buyer beware.

I booked a hotel and a car through booking.com. The car dates turned out wrong and I was NOT able to get the money back, now I have questions about my hotel in Sept (when the car was booked for, now was put in for day I booked and did not realize until after date, still no money return or dates fixed there) I sent an email 4 days ago, they asked immediate questions about my pin number and my reservation number. Sent it all back and nothing. 4 days of nothing. I will NEVER use booking.com or recommend them to Anyone EVER!

In early May 2019 I rented an apartment on Booking.com for 1000 euro on a non-cancellable and non-refundable basis. Shortly after, Booking.com unilaterally canceled my reservation without first asking me, thereby violating my agreement with the rentor. Initially, they claimed the apartment was no longer available for rent but then they changed their story and wrote that the apartment owner was taking credit card numbers to engage in fraud. They did not provide any proof of this allegation. In France visa cards are debit cards so the 1000 euro amount was immediately taken out of my account. Booking.com is refusing to take any responsibility and is asking that I work it out with my bank (after initially asking me to work it out with the allegedly defrauding apartment owner!). My bank is stating that I must sign an affidavit that I did not voluntarily provide my credit card number - which I obviously cannot sign I did voluntarily provide my credit card number since that is a Booking.com requirement. Booking.com has provided no proof of their allegations, they are not reading any of the documents I submitted showing that I cannot honestly sign the affidavit and are simply giving me the run around. They are gambling that customers will not sue them for a 1000 euro loss and will just give up. Throughout the many exchanges they have consistently misrepresented what they would do to help. At one point they wrote that if I provided proof that the money was charged to my account they would reimburse me - I provided it the same day but they ignored the documents and again stated that I should work with my bank. A despicable bunch. Find an alternative if you can.

They advertised a rate, I booked and received a hotel confirmation. Two hours later the hotel sent a confirmation for over double the amount I booked for. Their story, the system glitched so they are not responsible to honor the rate for the reservation. This was an advertised and posted rate that fully processed. This should not be the responsibility of the customer who books and the email confirmation is written documentation that does not state in case of computer glitch the hotel does not need to honor. AGAIN do not use and do not trust the rates they publish

My husband and I made reservations through booking they charged us 2 weeks straight at least 3 times and when we called for a refund they cancelled our reservations. We called the hotel and the hotel said they did not charge us because the reservations has been cancel we were unaware of. We tried to get a representative to assist us at least twice and they all made excuses that they could not see any money being paid now we are out of $1059. 86USD we had to ask out bank to put in a debit card dispute because booking has been playing games to take people's money and we still didn't have a reservation. DO NOT USE BOOKING.COM! U have a better chance making the reservations at the hotel itself.

I have booked 2 stays through booking.com, and both times gotten rotten hotels that offered the absolute bare minimum to customers. Do not use them! I can't believe how bad both of them were. One was in Brooklyn at a hotel offering "free breakfast" - which was several blocks away in a coffee shop. Hotel room was laughably bare and just plain awful.
Second experience was in Paris; booked rooms for my family through booking.com and learned quickly that the photos and amenities listed on booking.com were flat-out lies. No concierge, no wifi, no air conditioning and the photos weren't even close to reality. Hotel said it was all a lie and I shouldn't expect it to be any different. I will never, ever use them again.
Absolute Liars.

I will never use this site again, on principal. I had a terrible experience with a property they listed and recommend. I wanted to write a review although I never actually stayed there - because of said terrible experience. Booking won't allow me to review the property! So this property basically got to do whatever it wanted with no repercussions bc Booking is protecting them. Clearly you can see where the attention/loyalty lies. There are plenty of websites to book hotels these days - do yourself a favor and use one that actually cares about you.

After MANY phones calls and email back and forth with booking.com agents, they continue to come up with excuses as to why they will not do a price adjustment to honor their price match guarantee. I have sent numerous screen shots proving much lower prices (best was over $100 a night less with identical rooms available) on other sites (no discounts applied), including the actual hotel's site. Their latest excuse for refusing is that I selected a city view when I booked through them. I called the Manhattan hotel to confirm current pricing, and there is absolutely no difference in price. It just tells the hotel to place you on a higher floor. Getting through to booking.com customer service is a challenge in itself, but half a dozen times this morning is ridiculous. I am now waiting for a manager to call me back. So far, they are 15 minutes later than promised. Never again will I consider this site.

We booked four rooms at a hotel in Ubud, Bali on booking.com. We received our confirmation and got a great rate that included breakfast at an establish location. Or so we thought...we got to the hotel and they knew nothing about our reservation even though the confirmation included the owners name and info. The owner was sorry but could only get us three rooms and no breakfast but did honor the quoted price. I tried to contact booking.com but with no success. Very, very disappointed and will think twice before using this site again!!!