Booking.comReviews 4,274

So I used booking.com for a 3 night stay in Florida. The hotel was not what I expected so I checked out immediately and the receptionist told me that the refund takes a few days. A month passed and I reached out to the hotel who assured me that the refund was sent to the booking.com card.
Booking.com was zero resolve. Zero. No one helped me they just keep sending the same apology from 12 different people.
They took two sets of money. My money and then the hotel money. Cus I have never gotten back my refund or anything or

I booked a flight online with Booking.com for a flight on Ryan Air using my Citibank Credit Card, but I did not get a confirmation the flight was booked. I waited for over an hour, but the booking confirmation on Ryan Air did not arrive. I presumed I must have made a mistake doing my online booking, so I tried reserving the flight once again, but did not receive a confirmation on this booking as well. The following day I received confirmation that both flights were confirmed and I am double booked on the same flight, so I called booking.com and told them about the error, The customer service agent said they would fix the issue and send me an email confirmation about the mistake and follow through to refund my money on one of the double-booked flights. I never received an email confirmation from Customer Service about my call or anything. I once again called Booking.com and was given the same story, but to this day I have not received their email to confirm our call. I used by Citibank VISA to reserve the flight, so I called Citibank to get one of the charges removed. Citibank informed me that Booking.com refused to reverse one of the double-booked charges, so now I'm stuck paying for two flights instead of one. I will never use Booking.com again, their airline booking sight is not intuitive and I'm very disappointed they did not no refund my money, as it was their fault, they were not able to confirm my flight when I tried booking it. My next step is to sue Booking.com in small claims court to get my money back. By the way, I tried contacting Ryan Air but they refused to help as the tickets were non-refundable.

Booked a room for 10/6-10/7/23. Prior to checking in on 10/6/23, I reviewed the deal on their website. The room price dropped 50%. Immediately called, a representative asked for some information, which I provided, then issued email that a rebate to me was appropriate and approved as a result of their "Price Match" policy. Today's date is 11/13/23. No credit, no money. I've called 5 different times, getting the same "load of", we're escalating to finance. I live in Los Angeles, but have talked to people using sometimes unintelligble English in India, the Far East, the Middle East and other parts unkown...all promisiing to escalate. The only thing that escalated is my frustration and anger. Haven't receive anything else from booking.com. They are frauds and untrustworthy and should you have any problem or discrepancy, don't expect booking.com to stand behind their representations...All hat, no cattle.

They took my money. They said they were going to take care of the cancellation. They requested more money than they even took more money. After that they lied now all of a sudden there is no no confirmation number no pin number. It just all disappeared and I tried to call can't get through. Can't talk to anybody. I believe this is called thieves

Booked a hotel through this scam company, drove for 3 hours only to receive an email from the hotel 10mins before I was due to check in to say they didn't know why booking.com took my booking as they were fully booked and therefore had to cancel my booking. Had nowhere to stay and then had to drive all the way back home in the dark and exhausted. When I contacted booking.com to see about getting a refund they asked for booking details, I sent them, they again asked for booking details which I sent again, then they asked for booking details again and again. When I questioned why they kept asking for booking details when I'd already given them multiple times they said " why don't you tell us about it". Obviously they didn't want to accept responsibility for their $#*! up or even apologise. Absolute wankers, will not use them again.

I got a good deal on a hotel using this booking site. And I was able to make modifications without penalty would use this site again.

Would give it no stars if I could. This is a long one so apologies in advance.

Best friend and I booked a hotel in London for two weeks about 3 months before we were set to go. The price constantly kept changing due to conversion which was understandable, but in the end the price listed on the confirmation page and the payment page were vastly different by about $300. I messaged them and they kept asking me to send them the company that had the cheaper price so they could price match, which was not at all what was happening. They never fixed that issue, so I paid when the hotel price dropped back down to the normal price it was.

Secondly, the hotel had been trying to reach us through booking.com telling us they could not accommodate us but due to the failure of their platform we received no such messages despite me checking my notifications daily incase of something like this happening. Called customer service and they said if the hotel wanted to contact us they would use the site which I told them they did and nothing had come through, said she would put me on hold to investigate got hung up on, this happened another time additionally. Thankfully the old hotel pulled through and found us new accommodation, as booking.com was unwilling to help in any way.

Also, canceled our trip to Paris due to bed bug infestation. Requested free cancellation from the hotel (we prepaid) and the hotel said it was fine and we would be refunded. Had chat records from customer service confirming this. When I sent a follow up to see when we would be getting the money they kept redirecting me to this form that had nothing to do with our issue. They tried declining our request saying after an investigation the hotel listing has a policy of no refunds. Clearly they did not do any investigating as I said in the form I submitted I have screenshots from their customer service and the hotel confirmed I would be getting my 1.1k back.

I would rather pay full price through the official hotel website, rather then using them to save the 10%, it is not worth the hassle and would end up costing you more in the long run. Really ruined the mood up to the holiday.

I booked one room. When I got to the hotel I was told there was no my reservation. Still no refund!

I book a room from a trip coming back from Israel tour for December. Since they are at war the tour was canceled, I called to explain the situation and after going back and forward I was told that the room was not canceled and that there is nothing they can do to help. I understand the policy's but I couldn't make it because there is a war. How can no one was able to help. Bad experience never using them again.

We used Booking.com to secure a room. Somehow we ended up with 2 rooms when we made changes to the suite we wanted. When plans changed, we cancelled the one reservation we knew we had within the required deadline - no charge. A month later, we were billed for a room we did not use because the second room was not cancelled. Hotel management stated it was Booking.com issue and of course Booking.com blames hotel. Booking.com staff were rude, hung up and told us the issue was with the hotel. Management at hotel refused to help, blamed Booing.com and did not return calls. Be very careful with third party reservations and this hotel.

I wanted to stay at a place for 27 days I paid for it, and when I called to ask if they received the reservation, they told me that it would have to be changed because they only allow 14 days, so I called back booking, and I told them that, and well in the pictures below, you can clearly see that they took 2104.40, but they're saying that they only got the other half the 1000 whatever, so booking.com steals from you, and they're refusing to give me back my money as you can clearly see.

I don't know if you're paying people or what, but this property was HORRIBLE! AND Booking.com's customer service is a joke (a really, really bad joke). I pre-paid (not reserved, prepaid) a room in NYC, which had no heat. They never sent up an engineer, who I waited for in the hall because the room was so cold, with a nasty draft coming from the windows. I finally go back downstairs to ask what's going on and they say "engineering says the room has not heat." (Really?!? What a revelation). Then, I raised a fuss they said they'd "try" to find me another room. Really? Well, you've prepaid so we're keeping your money, even though I didn't stay the night. In fact, I was in the room all of 10 minutes, just enough time to take off my coat, disinfect the countertops and realized there was no heat. I don't know which is the scammer Booking.com (How much did they pay that actress for those ads for a service I'm sure she doesn't use?) or Tuscany by LuxUrban. They are not entitled to keep my money, but that's where they're going. I swear, when I get through this last trip booked with Booking.com coming at the end of November, God willing, I will think long and hard about using Booking.com, in fact, I pretty sure that I WILL NEVER USE THEM AGAIN NOR WILL I RECOMMEND THEM TO ANYONE unless they want to be scammed. I will definitely steer anyone I know away from this hotel (Tuscany Wyndham hotel and Booking.com.).

Booked a reservation on the 18th of July, 2023. I get email from the property that they are canceling my reservation due to them selling the property. So I resch out to booking.com. As of November 1,2023 I am still fighting to get my money back. They tell me everything I call they have reached out to the property and they have to give them 5 business days to respond. Then if they dint they will refund my money. This is my third attempt as of November 1 with the same response. Don't recommend using them.

I bought a plane ticket from Lisbon to China, and the flight was cancelled, So I have to cancel my tickets from booking.com.
I paid 1271.43 Euros in total, they only refund me back 758 Euros, and I have to wait for the refund to go back to my account.
I didn't choose to cancel my flight, It is purely the Airlines fault, why shall I pay 500 euros for someone else fault?
Then there is no telephone number, no way to access customer service.

I booked a rental car through book.com, non-cancellable and non-refundable (Full Payment). Scheduled to pick up car at 8pm at Manchester airport, ScotRail had train service delays and we didn't arrive until 3am. We went at 7am to pick up the rental car with Booking.com voucher. Europcar stated that since I didn't pick up on the previous evening Booking.com cancelled my pre-paid booking. I had to pay almost double to rent the same car. Booking.com would not refund any amount of the paid in full booking, even though I arrived within 8 hours of my scheduled time. Be very careful booking with booking.com. Cannot recommend them at all

I booked an apartment through booking.com and there was no hot water! On speaking with the owner I was able to identify the plug to the hot water system had melted and was giving off noxious fumes. The owner insisted I could still just plug it in and it would work - I tried: the water didn't heat and the heaters light didn't turn on and there was an increase in noxious smells. The owner was unprepared to come and fix the situation so I've had cold showers in winder for 3 days. On raising this to Booking.Com (with photo evidence) they say the owner says I should just plug it in and they will do nothing more. Booking.Com don't care and there seems no recourse. I will steer away from Booking.Com as they are not there to help. I advise you to steer away too...

I booked an apartment in Florence via Booking for a conference. Despite the rate of 130 EUR per night, the place was in deplorable conditions: dirty, unhygienic, and with yellowed sheets. Because of these appalling conditions, I had to seek another hotel in the middle of the night. Booking's customer service proved utterly ineffective in addressing the issue. The property, instead of providing a refund, offered a free night in the same apartment, fully aware that I'd never accept given the state it was in. Adding insult to injury, Booking tried to convince me that this was a good deal. This clearly shows that scammers are making a mockery of Booking, and the platform either remains oblivious or simply doesn't care. After much insistence, Booking proposed a laughable 15% refund of the total price, which is only 20 euros. It's evident that Booking is a weak platform, allowing scammers to operate with impunity. I strongly advise caution and thorough research before booking on this platform.

Charged full price for early 'free' cancellation.
Customer service lies, says they'll deal with it, only to turn around and say they we won't.
If you're cheated, you're on you're own.
Use anyone else!

Booked a hotel in Naples Italy through Booking.com, pictures looked very nice. When we got there, the door opened to a courtyard, but the photo looked like the door to a hotel. Listed as hotel, it's B&B, it would have been ok for younger couples, but not someone in their 70s, did not feel safe. We previously sent email to place and said we needed a taxi at 4a.m. To get to airport, no problem, not sure how this would have happened as there is no front desk like a hotel, it's an apartment with bedrooms. The terrace area was there, small but nice, but we were told that there was no reservation under our name, not that we were going to stay there. We booked another HOTEL immediately on Booking.com - but it was the same type of B&B, did not look safe either, courtyard leading to an apartment building. We were partially refunded for the 2nd booking but not the first. I emailed booking.com, no response other than to please rate the first BB! When I called Booking.com to explain what happened, the young lady said she saw the email I sent and she said they would definitely look into it and get back to me shortly, but never heard from them. I was told by some people in Naples that all B&B's are apartments and the courtyards are very dark and they do not have front desks! I have used booking.com for years and this is the first time I have had an issue so I will continue to use their service, but I will be very diligent in researching where I stay.