Booking.comReviews 4,273

Two bookings, two failures, both with e-mail confirmations, two properties that had no idea we were coming. The first was after a long, late night drive, we showed the e-mail, they called some help number for Booking.com and got nowhere. After 45 minutes, the hotel gave us a room that was not the kind that we booked (too small for our party) because the room we needed was sold out. We decided to check on our recent booking in advance, again, the hotel chain had no record, in spite of our confirmation number. Booking.com was unresponsive through their website. I received a reply to my Facebook post, with a promise to look into and get back to me... waiting... still waiting. We decided to reserve directly through the property instead of wasting our time with this scam of a company. They are uncaring and useless. Avoid them at all costs

I made a hotel reservation, but cancelled the reservation under Booking.com's free cancellation policy two months in advance of the reservation date. This last weekend I received a charge on my credit card from the hotel I cancelled and after contacting Booking.com, they literally sent me in circles. They told me that even by following their "free cancellation" policy, they give hotels the right to charge a "pre-authorization" charge to the card on the reservation. This makes no sense. They aaked for screen shots that I provided and then proceed to tell me they didn't receive them. When I contacted the hotel, the hotel aaked for further information on the cancellation. When I notified Booking.com of this, they refused to take any action and said they "did all they could" and expected me to wait 90 days for this issue to be resolved. I ended up contacting the hotel and my bank on my own and after three days of dealing with this nightmare, I finally got a refund to process by next week with no help at all from Booking.com. Please don't use their service.

I booked a carefully selected apartment in Budapest for four nights with Booking.com but when we got off the plane they said it was not available and directed me to what can be best described as student accommodation next to a building site. Booking.com said it was of comparable standard which demonstrably it wasn't and definitely was not something I would have chosen as suitable.
The moral is don't book with Booking.com if you want a stress free vacation.
Booking reference *******881

In April I booked an apt in Europe that we will need in Sept this year. I opted for free cancellation. Two days after booking I cancelled. I also noticed that the full amount has been charged to my credit card. I phoned booking.com to ask why the charges, reason is the property sometimes take a deposit. It is not a deposit, it is the full amount. They said I will receive a refund within 30 days. 30 days passed, no refund on my card. I called them and they asked me to send proof of charges, so I did. Now they said they need to verify the property that charged me because they do not have it in their list. They asked for the address, etc of the company that charge me. My bank gladly gave the info. From our last conversation, because if time difference in Europe, I have to wait until they verify that the property that charged me is the correct one, because they have no listing of that property company. How can you advertise a property/hotel and later say you still have to verify if it is from them. I have proof of emails from them. This is the first and last for booking.com

I booked an entire trip, car rental and multiple hotels, on booking.com. We had to cancel three weeks before the trip due to serious medical emergency in the immediate family. I cancelled the entire trip and took screenshots of the cancellation confirmation. I never received an email confirmation of the cancellation, which I did not realize at the time (as I had other pressing issues on my mind). Much to our surprise, we received a charge for one of the hotels we had cancelled, I checked through booking.com and found I had no confirmation emails that I had cancelled. I immediately re-cancelled, notifying booking.com what had happened. To their credit, they called me right away. They had me send the screenshots, but because they didn't show the specific hotel, they are doing nothing! I already called the hotel manager to make sure the reservations were cancelled and requested a refund. I had to go through by place to ensure everything was cancelled and many of the hotels were not! I have never had issues with booking on line before. I will never use this service again.

Booking.com is the only 3rd party website I'll use to book accommodations. They get the best prices and give you the option to book and cancel without penalty in most cases.

In fact, I booked one night thru the hotel directly and one thru Booking.com at the same hotel. The hotel overcharged me by trying to circumvent Booking.com. I prefer the guarantee of Booking.com and unless it's a reputable and international hotel chain, I won't go directly to the hotel on "trust" and "pay upon arrival". I was bait and switched on the night I did NOT go thru Booking.com - so Booking.com has earned my trust.

Further, when I had an issue, Booking.com genuinely tried to resolve it for me with customer service agents who didn't write canned responses - but took the time to read and understand the issue. I will definitely use Booking.com again.

Done with Booking.com! My wife booked a trip for our son and his friends in Miami. Total scam! Apartment was not available upon arrival after being dropped and moved from original booking. Upon trying to check in our son was told these properties weren't rentals and they were forced to stay somewhere else and Booking.com didn't wouldn't get our money back even though they never stepped one foot in the door due to security reasons. My wife spoke to agent and left it up to Corporate to deal with.

Greedy!
I am a host on booking.com for a few years already and want to say, that I am not happy at all how they dealing with our money. The money comes into our account after 15 - 45 days after the guests stay. Thats too long. What do they do with our money? In this time you can turn it 3 times and make a nice profit. Or just keep it in your bank account and get interest on it. But that is not enough! They decided they are going to charge us extra 1.3% on the top for the money transfer! AirBnB does money transfers in 1 (ONE) day. Without any extra charges. I have 4 apartaments, but only 1 is on Booking.com, the rest is on AirBnB. AirBnB is the best!

We booked the Hostel Via Lamoda in Prague one months before our Trip from Berlin. But when we reached to the Hotel address there was no hotel there. It was a residential building. We asked the owner of the building and she said here there is no Hostel and also other people came before and searching for this Hostel. So it was a fraud. We called the property number but it was off. We reported to the police about this fraud. Unfortunately, Booking.com staff did not help us when we called, she did not book another hotel for us and just sent us a link so that we have to book it but when I opened the link the hotel was booked out and nothing was available. So I called them again but no one answered the phone. We couldn't find any other available accommodation because they were all booked out or the prices were over 500 euro per night. So we did not have any option but to go back to Berlin by bus. Booking.com destroyed our vacation and when I called them back for the compensation of our tickets at least but they replied irresponsibly that we can not pay you back anything! The worst customer service experience! I never use this website again.

They mix hotels in Palermo Sicily and Palermo, Buenos Aires in the same search. We ended up booking a hotel in Buenos Aires by accident because the address on their profile was wrong and said United Kingdom instead of Argentina so was unclear. We ring the hotel and they agree to give us a refund if booking allows it so we ring booking only for the hotel to change their mind and then ignore all our calls, wasting our time. The hotel then changes the address on their profile to hide their mistake. We write a review and upload the screenshot of the incorrect address and booking tells us our review has been declined as this experience is "not related to how comfortable the hotel is and therefore not relevant". I call to complain that the review is censured and they keep repeating that the review is not related to the hotel.

We booked a hotel stay for spring break 2 months in advance. A week before our stay, we attempted to look up our reservations to see about check in times and found nothing. We booked our stay while logged in on our account yet the link from the original confirmation email led to nowhere, our bookings from our logged in profile showed nothing, so we contacted the hotel and they claimed they had no record of me nor my reservation. We went back on booking.com and booked a different stay, calling the new hotel, which was $150 more than the original, for confirmation. After our first night at the new hotel, I get hit with a "no-show" fee from the original hotel that *suddenly* had my information. When I called to ask what was going on, they said we needed to dispute it with booking.com. When I spoke to them, they stated they understood what had occurred and would speak to the hotel to refund the fee. We received a call two days later from booking.com stating the hotel would not refund me my money. When I mentioned how they admitted responsibility they then deflected and gave us the runaround claiming the reservation didn't show up because I wasn't logged in when I booked it. I stated I did and contacted the hotel and they claimed they had no record, they stated we should have checked with them. I told Andrew, the very rude customer service representative at booking, that I did check and nothing was listed, he kept claiming I wasn't logged in. I had to repeatedly tell him I was logged in and should be credited the nearly $70 no show fee since it was they who lost my reservation. Her raised his voice, said "I already told you we aren't refunding anything and I'm done with this matter", and hung up on me.

Andrew specifically is the reason we will never book through them, again. His awful attitude, tone, and disrespect is unforgivable.

We booked a small flat. The bed was already broken, we contacted the owner to discuss this matter. He blamed us for the damage and became angry. He then put the phone down on us. Booking.com sent us several emails and the last one we received, stated we had to make an immediate paiement of $2 664.79 for the bed (dollar even though this happened in France). And a bed broken by someone else! Are they having a laugh! We feel harassed! We have been using this service for years and never encountered such issues followed by an unrealistic claim!

I had a bad experience. Once I've booked a room in a hotel which I could pay for at the property. A week later I received a mail with the information that my booking was cancelled. I was shocked! After opening my booking account I found a message from that hotel with a request to transfer money to their account. I didn't even see that message and didn't get any notifications by mail. As I didn't do that they cancelled my booking.