Booking.comReviews 4,273

In November 2018, I reserved and paid for a hotel in Cusco, Peru for five nights. All through Booking.com.

I received a confirmation email the night I booked this hotel.

In December I received an email that my credit card didn't work ( which has never happened but I figured I would just use a different one). End of story? Nope.

Today is January 29,2019 and we are scheduled to check in on January 31. Today I received an email saying my booking was cancelled.

I frantically called the hotel... they informed me that the HOTEL IS UNDER CONSTRUCTION and no one can stay there for the entire month of February.

So I then called Booking.com and explained the situation. Not only did I get a nasty fast- talking jerk who denied Booking.com's responsibility, he then said it was OUR job to deal with the matter.

I asked for a supervisor... who would not come onto the line... but offered us a $100 credit... and here is where the story gets even worse. The credit is only good if we book again on their website and pay for a hotel $100 over our original price. How's that for disgusting service! Never ever ever use this website!

As owner: worse customer service ever. They do not understand your email, they take decision without your consent, you call them and they are rude on the phone, telling you off every time. They seem having this internal policy that they can t say certain things so they will never be able to help you.
They charge you 15% for the worse service. AirBnB charge you 3% and customer service is slightly better (got worse last 2 years)
Please help to share the disgrace of their service and let s make a petition to close this website!
Use other platforms.
If a very high position manager can contact me I will be happy.

I had a problem with a hotel reservation which, in short, got cancelled as we were late with our flight (2 hours late).
Some details. The hosts did indicate check in would be till 21, so that's ok, although they were fully aware we'd land at 20:25 (ETA) and thus they could've been proactive, forewarning us about the dire consequences of flights being delayed (we were, by 2 hours, landing at 22:30, not in the early hours of the morning anyway), instead of merely taking the money. I texted them that we'd be late: radio silence. Then I called (international tariff applied): they said there would be no check-in after all and said I should call the owner whose number was on the Booking.com email. There was no such number, so I had to call again (international tariff again). They told me they'd send me the alleged owner's number, sending me Booking.com customer service number instead. I faffed about calling Booking.com - essentially relying on a middle man - and I guess they'll have called the same number as I had, who told them that our reservation was cancelled but the money was duly taken and bye-bye to it. All this when my wife and I were at the airport, late evening, with a 5 year old child and no roof over our head.
Booking.com was not able to help and, in short, told me it was my problem. I wrote a negative review for the hotel: Booking.com has not bothered to publish it yet, they are too busy getting the money to provide any customer service. I have complained to them and have not bothered to reply. Indecent customer service, good only at taking the money, entirely undignified. Booking.com asks customers to refer them to friends: thank goodness I did not do it.

AVOID! After being sent a link by a friend offering 10% off for new customers, I followed the link where it said minimum spend £40 receive 10% off as a reward. No other T&C mentioned or link to any given. After selecting my hotel and room type I saw a note saying 'great choice... receive your reward after we confirm your stay' so I went ahead with my booking... But when I received the conformation I saw the 10% had not come off the advertised price.

I emailed the customer service team, who then said there were T&C's and the stay I had chosen was excluded in those T&C's! What T&C's!?! I was not shown any apart from the £40 minimum spend. I had taken screenshots, showing this and showing the offer on the actual room and hotel I had booked so sent them to customer services... But booking.com could not care less! Told me the T&C were somewhere on their website... Obviously hidden from new customers following the refer a friend link.

Worse service I have ever received, totally unwilling to entertain my complaint... a company needs to make sure customers are aware of T&C's before booking and if there are exclusions. They definitely should not miss sell a hotel by 'confirming' the offer on the actual hotel and room your about to book!

So, I miss out on my discount, could have booked cheaper direct or elsewhere, and my friend misses out on their reward also. Avoid!

I cancelled a booking on July 25 2018. I received an email confirmation that it was cancelled. Then here comes my Credit Card Statement for December, and was shocked that the hotel still charged my account. I called and send an email to their customer service, and they said they need a letter of dispute from the bank, without the letter they can't proceed with any further steps. I called the bank, they said the letter of dispute will be processed within 45-100 days! This is so unacceptable!

I booked a hotel room in Geneva for a girls trip this November. Booking.com cancelled my reservation without telling me and when I arrived we had no reservation and I had to pay an extra $300 to rebook the room. When I called Booking.com they said they cancelled the room and emailed me about it. They did not (I checked my email, spam folder, and trash) and I kept getting reminders from Booking.com and something called TripIt (a 3rd party Booking.com sold my information to) reminding me of my reservation (including on the check-in date). I also asked to be sent a copy of the cancellation email and they were unable to do this, presumably because it does not exist. They even had the audacity to send "How was your trip?" emails following my trip even though it was supposedly cancelled!

Lastly, they're customer service people sounded like robots and recited some sort of prepared speech at me when I called (presumably since this sort of thing happens all the time). Terrible customer service and extremely shady and dishonest business practices. NEVER using them again and telling everyone I know.

I listed my own apartment on Booking.com, I had never rented it before and still, when published, it was listed as ¨often rented out! ¨.

Terrible service - received some marketing stating that because I am a loyal customer I would receive £100 cashback. On this basis I booked a hotel costing £800. The only terms and conditions were that the booking had to be made before 24 October 2018 which I have clearly done, and the booking value had to be over £500, which I have also done. Have spoken to customer services three times who can't seem to resolve the issue because this is apparently a 'booking basic' - nothing basic about spending £800! I have asked to speak to a manager who apparently was busy at the time I called so I was promised a call back - 2 weeks later and still no call. Also I have emailed the customer service email address which they keep referring me to 3 times but still no reply, and now it has been over 2 weeks! This is a cheat company and they have now lost me as a loyal customer who has spent considerable amounts with them in the last two years.