Booking.comReviews 4,273

I booked a hotel in New York City up front for what I thought was a good price. I double checked for extra costs before submitting my credit card for the full price of my stay. Once submitted my booking confirmation stated that I will still have to pay an extra $560 in taxes and fees upon arrival. I immediately contacted the site and they refused to refund me my money (although my trip is still 5 months away.) Terrible customer service. I do not recommend using this site for your travelling needs.

We had booked HOTEL RESTORANTE CHERVO next to Milan Malpensa Airport via Booking.com. After our arriving at 15:00 and registration we received a key from the room 215. Room was in the end of corridor few steps below floor level. The temperature in the room was extremely low. Not any type of heating was available. The bed was so cold that we could not use it to take a rest after long trip. It was full feeling like we went into the vault. When I came to the reception I was told that room heating will be started at 18:00 and work for 12 hours per day as this is the policy for hotels in Italy (?!). We have spent 10 days in different hotels and cities in Italy and never met such rules. I asked to give us some movable heater or to do something as it was absolutely impossible to stay there. For all our inquiry or proposal the answer was "No". Finally when I said that I will tell this story to the public via Trip Advisors and other media institutes the people in Reception told myself: " We do not care and we cancel your reservation". Thanks we had rented car and were able to leave and find another hotel. We just imagine what would be happened to the people like us without any chance to move from there with their luggage. How Trivago and Booking.com could introduce such a hotel and service to the public?

Alex Shushkovsky
Calgary, Canada

We used the online app to book a cottage for a night in France for 3 adults and 4 children. The app quoted a price based on the data entered and processed the booking taking full payment. The cottage owner was incorrectly informed by the automated system that the booking was for 4 adults - even though at no point had this been stated. The cottage owner (Gites des Sablon) then tried to levy additional charges for the children on the day of the booking. We cancelled and they refused to refund 90 of our fee. Very dissatisfied! Many weaknesses in the automated app!

Hotel didn't give me the room I booked. I booked a handicapped room and the hotel had none but neither the hotel nor booking.com informed me prior to my trip so I could find another hotel. Hotel said it wasn't its problem because I booked with booking.com and not directly with the hotel. Rooms not as described. Two of the three lamps did not work. No hair dryer or toiletries. $20/day resort charge but no resort amenities. Elevators took minimum of 20 minutes and up to 50 minutes at peak times. No vending machines other than a pop machine on three of the 30 floors. Then at checkout the hotel charged me more than the booking.com invoice.

Booking.com did not resolve. Lip service only.

When we got to a hotel that we booked last minute while traveling, it was the scariest hotels I've ever seen. When we got in an argument with the owner about not wanting to stay there and wanting their money back, they refused, had already taken our money, and then because we insulted their hotel, wouldn't give us a key. We were in essence stolen from in the amount of $163. Booking.com would only refund fifty dollars. Although booking.com was responsive to our plight, we still did not get her money back. Also, I do take responsibility for not checking reviews on TripAdvisor, as they were much more accurate

While looking for a hotel in Mannheim, the site continuously kept popping up warnings of "last few rooms left" at most hotels and that I should book something ASAP at no risk if I had to change things, due to no cost cancellation. So booked hotel as backup then tried to cancel, when I found a more suitable hotel( our requirements changed slightly) Despite doing this within an hour of original booking, I was told there was no refund and full amount would have to be paid. Booking.com say that the "hotels" can change their booking conditions at will. So you might think your booking with no cancellation charge but only find out this is not so when you try to cancel. BE WARNED.

I'm a bit amazed by all these negative reviews of bookings.com! I can only assume most people only do a review when they are unhappy...
So let me say I have booked numerous overseas holidays using bookings.com almost exclusively for hotel reservations up to a year in advance, often non-refundable, and I have NEVER had a problem. Most recently, a trip through France and Spain was almost 4 weeks, that's a lot of hotels. Every one was exactly as described, some exceeded our expectations. This is now the first site I check for making reservations. It's rarely their prices aren't as good as other sites.

Booking es una empresa que ofrece hoteles a precios mas bajos que si uno se registrara en el hotel, lo he utilizado en panama y en mi propio pais. Consegui excelentes precios y muy buenos lugares con desayuno incluido y demas servicios, en fechas de mucha demanda. Como todo sitio online la reputacion del hotel y las condiciones de cancelacion y demas deben ser muy estudiadas para elegir el destino. La prestacion de la pagina UN EXITO

We booked a hotel with booking.com in Bangkok for an overnight stay before flying home. The hotel was £55 so for Thailand not a cheap hotel. On checking in the room was vile, dirty, run down, barely fit for a rat to live in. We went to reception and advised them we where going to leave and they informed us they could not refund we had to contact booking.com. So on our return to England that is what I did, I sent them photographs of the rooms state and explained the situation. 7 Days later they have advised they cannot refund me as I should have 'picked a better hotel' their words. The difference between the photos on their site and the reality is shocking. I will NEVER use booking.com again for personal or business use, and I strongly advise you avoid them at all costs. Customer services are rude and unhelpful. Luckily on this occasion I have only lost £55 and we managed to find somewhere suitable for our family that night. However in many cases I imagine people have lost a whole lot more money.

Shocking.

As a small hotelier we are constantly having problems with booking.com The Cancellation policies are displayed in a misleading fashion and we receive more time wasters than genuine guests. The commissions are constantly rising. Companies like this will end up driving customers costs up as the hotel owners cannot continue absorbing the commissions - 15% of our income lost just for facilitating a reservation when we have the same facility on our own website. Book direct people and actually deal with the hotel - leave the middle man out! They are pocketing your possible discount!

I used a referral link I received from a friend to make a reservation.
Neither me nor my friend received a credit.
The company representatives stonewall and deny that the reservation was made using a link.
The problem is with their web implementation that does not carry a referral to another browser tab.
Bad technology and even worse handling of legitimate customer issues.

Very negative experience with booking.com, they deduct my money even i did not show up in the hotel also they did not accept to change the dates or anything... they just cut the money and moved on...
Watch out, and don't use them so you don't get fool... i lost over 250$ and contact customer service but they do nothing for you after they took your money...
Bottom line<> simple as this...

Booking.com who i booked thro took no responsibility for my stay which went as follows... Westerdok 692,6 leliendaalstraat. Appalling stay. Owner lives above with shared entrance, therefore no privacy, basically staying in someone's lounge! Detached smoke alarms no intercom etc, blocked entry way, badly converted flat. On the second night he deliberately locked us out (left his key in the lock), we heard yellling and screaming from him, with crying children running around. On the third nght he threw us out without notice and refused to giive us our money back, because he lied to Booking.com and said the appartment was for 5 when it was only for 4 people. Avoid at all costs Cpouldn't leave a review on booking.com because we had to cancel the booking to find other accomodation.

We booked a room for five nights but due to serious illness had to leave after two nights. The hotel was sympathetic and ready to refund the unused nights but when the clerk noticed that the reservation was made through booking.com he said we had to get a refund from them. I found no way to contact the- no phone#, no email, their "contact me" page is a dead end. Once they had our money it seems they' lost interest in us. Stay away from this site.

Do not touch Booking.Com. They conned me out of my holiday. I booked a family holiday at a good price seven months in advance and paid upfront. A week before we were due to leave I received an email from them saying that the cost had tripled! Either I would have to pay the increase or they were going to cancel. I wrote back and tried to argue that you cannot just do that to people and instead of talking about it they just cancelled everything.

They messed with our heads and ruined a family holiday with a few taps of a keyboard. NEVER NEVER trust Booking.Com. I have since discovered that they have treated many others in the same way. Booking.Com cannot be trusted. Do not give them money. Do not book through them. Above all do not trust them. In my experience they are cheats, liars and con artists. A thoroughly disgusting company that treats clients like dirt. Customers mean absolutely nothing to this company. YOU HAVE BEEN WARNED by someone who did not heed the warnings of others. AVOID AT ALL COSTS OR YOU WILL PAY A HEAVY PRICE ONE WAY OR ANOTHER. A nasty business that operates in a dirty low down fashion and treats customers with utter contempt. They care nothing for anyone but themselves. No honour, no trust, no integrity.

Treat Booking. Com like you would treat a terrible infectious disease and keep well away from it.

Worst service ever, booking is terrible in customer service, they lying every time you contact them, I had a credit card cleaned up by the third party payment policies of booking. $#*!. You should be aware of what you are dealing with, I booked an hotel in HCMC and credit card was required, they said I should pay at the hotel but the payment was immediately made, contact booking they said they are not processing the payments but they will contact the structure and told me that in HCMC I didn't had to pay... BS³ at the hotel they request a new payment I refused they kicked me out and a week later they charged 2.500£ on my card. Contact booking. $#*! again no help. I get the money back from the credit card insurance 2 month later... $#*! booking. $#*!. The hotel still in business my advice is to use Agoda, far better service and customer care. During the trip I had experience of another behaviour of booking. $#*! affiliates, overbooking. I've been refused by 3 different hostel I booked (same day of arrival), in a row. Never again with this $#*!.

Booked through booking.com to stay at Hotel Jardim Portugal, they had presented some great Photographs and some good reviews so thought as doing a holiday on a shoe string this looked great (Did not expect the Ritz) on arrival beds covered in stains, dead bugs all over and a disgusting cat urine smell.
We politely advised the staff who said they could check us out the next day as they did not have extra rooms, but understood our horror at state of room, they took time to explain they were upgrading and unfortunately that's why it was such a mess.
They gave us fresh bedding and hovered quickly for us (Done best they could at 11pm) we decided to go out for night and party so we did not have to stay in room, we promptly checked out next day and found another apartment.

On our return to the UK we informed booking.com and the hotel we wished for refund, no answer for 6 weeks then an answer from the hotel saying they would refund.

3 months later no refund and 12 emails to both from myself, 6 calls which were hung up by booking.com and 200 euro out of pocket.

Crooks selling an item that isn't fit for purpose!