Booking.comReviews 4,273

I booked a weekend away at the seaside, two nights at a hotel in UK. The booking process said "free reservation" so I went continued to reserve my room. Immediately after completing this process, the first night's payment of £100 was taken (effectively as a deposit) so I could not cancel even though booking was months ahead! When I complained about this and said I wanted to cancel Booking.com refused and said it was in the "small print". Customer Services were rude and unhelpful. I asked to escalate it to Head Office in UK but they said they had no address there. I insisted I wanted to write to CEO and they said they had no address, except in Amsterdam, and again they refused to give me the address. Absolutely bonkers as well as unpleasant to deal with. Never again.

If I could give them zero stars I would. I left Tampa to avoid a hurricane. Drove for 12 hours in traffic to finally get to the hotel at 1230 in the morning. There is no front desk person only a security guard left with keys for people that are late checking in. There was no key for me. Called booking.com who said they attempted to call the property. Although the rep was very nice she said we would call you back in 30 minutes with an update. No call so I called them back. No they stated they need an additional 20 minutes to find me new accommodations. I have already been charged for my room.

I've come to Lake George every year since I was a kid for the past 30 years. I have never stayed at Scotty's Lakeside Resort before and I can say I honestly never will. The rooms were severely outdated along with the furniture being severely outdated too. There was peeling chipping paint in the room and space heaters that were overlapping with the curtains from the window which could possibly cause a fire hazard in my opinion. It was nice to be right by the lake that was the nice part but I won't be staying here again

Bookings. Com is misleading and does not protect you in any way. They are a third party scam and a buffer between you and your hotel. They will nevver give a refund. Even if u cancel within 24 hours. They say that the hotel has the option to refund you. And will show you no love or thoughtful consideration. They suck and can eat a big bag Of $#*!. Say your hotel is out of the country. Your expected to go around booking. Com and deal with the hotel directly, they get there's then $#*! doing any extra work. No help at all. In fact a bigger pain in the $#*!. Twice they screwed us. Once in Mexico City on a return flight. We used them to book a room when our flight got change to a morning flight. Thinking ahead we use booking. Com to get a room at the airport. After talking to a airline agent they compt. Is a free room, so. Allied booking. Com to cancel the other room. Not 1 hour
Later. They said no refund. Even when I explain the situation.no bueno. And again booked a vacation stay in Costa Rica for a surprise birthday. Had to cancel less then 12 hours after it was booked. No refund. Kept the 200 and 20 dollars. That's a ripoff if I ever heard one. Shame on that site and a big $#*! you. And all your affiliates.

Had been a faithful customer for years, but after I was extremely let down by a hotel in Krakow, I wanted to post a review on this hotel on Booking.com.

Of course my review was never published - as it can be seen from the screenshot - hopefully it is uploaded.

Then I realised that there is no kind of protection to the guest. In my case the hotel did not provide what I booked - a room with air-condition and I wanted to leave. The hotel did not let me since they wanted to charge me for a night because of Booking.com commission. After checking the FAQ etc, there was nowhere where I can complain on the hotel with Booking.com

It is good to know that Booking.com charge 10% to 20% commission on top of the price of the hotel. Looking around in other sites, you may find the hotel / apartment cheaper than Booking.com.

UPDATED:
After emailing Booking.com (it wasn't a friendly email) to post my review, since the time period to review the hotel was about to expire), my reviews was posted.

My rating does not change anyway since the customer is not protected in no way. Won't book again from Booking.com

Hi All,

I have booked a hotel in New York for 2 night stay. When I booked the Family Suite i did not realized that it did not had kitchen and also did not realize the booking i made was non refundable. Since my parents are too old and they cant take food from outside hotel. Within an 30 mins of my booking i contacted the property and bookings.com and both asked me to contact each other. I again contacted less than 14 hours and requesting to cancel the hotel for free of cost or provide me the options to book a room with kitchen. Both of my options are rejected. For my parents its a one time wish to see New York and now it looks like its going to be very tough for them to survive without having home made food. I accept there is a fault from my side for not looking the property details properly. But I made the request withon 30 mins and one more request is less than 14 hrs. This is really disappointing and caused mental worry for this trip.

I have made a booking on this website for accommodation in Miami. It was a private flat and the host never came. I was left with no accommodation. Booking.com was unable to get in touch with the host and said I wouldn't be charged for the booking. I realised they charged me and have been unable to get a refund for weeks, but they are ignoring me. Their customer service is appalling and I will never use this service again. I suggest you do the same.

I was charged 1600$ for a 3 day stay at Crown Plaza Niagara. They charged my credit card 3 days before I got into the hotel when booking.Com website clearly states that i don't pay until I check in. The room was rated at 290$ a night with breakfast, I was charged for breakfast when I got in. How is this website allowed to lie along with Crown Plaza? 1600$ for what? I wasn't even in the room half the time. I asked CP them why the charges happened they say it's all pre authorized, how do you pre authorize an extra 800$. I have sent numerous emails to booking.Com and called with no answers. They won't answer the phone or email.

They missrepresent the hotels. I booked a 4 star hotel when I got there was a building extracted from a horror movie. Drug addicts on the floor shooting crack on the front steps. A motor lodge has more stars than that place. I requested my money back (5 nights) they did not refund me one penny. There was a clear breach of contract. That was not a 4 star hotel, they did not care. When I asked for a supervisor, I got insulted over the phone and hunged up. Whaaaaat? This is absolutely unnacceptable. They do not visit the hotels they advertise, and the customer service is inexistent. Booking.com is simply a scam!

I used booking.com to book 3 different hotels during my trip 2 out 3 were fine. However when I got to my last destination it was like a scene from a horror movie. Fraudulent advertisement. We had two go up a dirt back roads with high brush. We thought for sure GPS has taken us to the wrong spot then had to go under power lines and finally saw a small wooden sign that had the name of the place. My family was petrified. We were greeted by a dog and the property was infested by flies. When I called the representative at booking.com. She said the property owners had already called them and said we're weren't staying and would not refund our stay! I asked to speak to supervisor and she hung up on me. What? Absolutely horrible.

RECENTLY BOOKED A HOTEL THROUGH BOOKING.COM FOR HOTEL ROOM AT MAIN STAY BOSSIER CITY, LA. I WAS SO VERY DISAPPOINTED. THE ROOM WAS OLD, OVERPRICED AND A BIG LET DOWN. THE ROOM SMELLED. HAD TO SPEND MONEY BUYING LYSOL AND AIR FRESHNER IN ORDER TO GET THROUGH THE WEEKEND. THE CARPET WAS OLD, BEDSPREAD EVEN OLDER AND WALLS IN NEED OF PAINT. THE GROUNDS WERE NOT WELL KEPT. CIGARETTE BUTTS EVERYWHERE AND THE HEDGES NEEDED TO BE CLIPPED. I WAS AFRAID TO SLEEP IN THE BED AND TRIED DESPERATELY TO GET MY MONEY BACK. NO SUCH LUCK. I WILL NEVER STAY AT THIS FACILITY AGAIN. MAIN STAY IS A PART OF CHOICE HOTELS. MY QUESTION IS WHY BECAUSE IF I HAD MY CHOICE, MY MONEY WOULD HAVE DEFINITELY BEEN REFUNDED. WE HAD A FAMILY GATHERING AND NO ONE WAS PLEASED WITH THEIR ROOMS. THERE WERE HOT WATER ISSUES, AIR CONDITIONING ISSUES, LIGHTING ISSUES ETC. I'M NOT SURE WHY THIS IS LABELED A CHOICE HOTEL. THIS IS BLATANT FALSE ADVERTISEMENT. THOSE ROOMS SHOULD NOT HAVE COST $50.00 PER NIGHT BUT TO HAVE TO PAY OVER $100.00 IS JUST A RIP OFF. THE ROOM MY PARENTS WERE IN HAD NO AIR. THEY DID REFUND THEM THEIR MONEY AND THEY ENDED UP WITH A GREAT ROOM AT HOLIDAY INN. WHEN YOU PAY $100 FOR A ROOM, YOU EXPECT TO BE PLEASED. I HAVE FRIENDS THAT TAKE TRIPS REGULARLY. I WILL MAKE SURE THAT MAIN STAY IS NOT ON THEIR RADAR. THIS MAY MEAN ABSOLUTELY NOTHING TO YOU, BUT I WORK HARD FOR MY MONEY AND DON'T LIKE THROWING IT AWAY WHICH IS JUST WHAT I FELT HAPPENED. I HAD CONCERNS FOR MYSELF, MY DAUGHTER, MY 3 YEAR OLD GRANDDAUGHTER AND MY ENTIRE FAMILY. TO SAY I WAS MAD IS AN UNDERSTATEMENT. NEVER AGAIN WILL THIS HAPPEN. FRAUD. THESE REVIEWS AND YOUR ADVERTISEMENT IS LAUGHABLE. PLEASE.

Drove all the way from Florida to South Carolina with my boyfriend and we get to our hotel today and we got told the room is cancelled. Cancelled by Booking.com even though we had a card put down to hold it and we had called the previous morning to confirm it, which it was confirmed, and we are angry! And it's happening to everyone pulling up trying to get in. They cancelled numerous bookings. 5 people were in the lobby as we left trying to find out where to go since Booking.com cancelled theirs too. Don't use them!

We are a family that has traveled to Florida for 10 years because of its super customer friendliness. Unfortunately we had to cancel because our daughter got the chickenpox one day before departure. Villa Nicol was booked for a week later for 7 nights. Immediately we informed the owners, and other services were we booked. All other services were friendly and understanding, but Villa Nicol, (coincidentally?) Europeans, said they would pay back if they could rent the villa again 3 days after our cancellation the villa was already occupied on booking.com but yet we haven't Hear nothing more of them. Instead offering a refund or discount on a future rental, they informed us via booking.com that they did not refund us. They are not commercial or service oriented at all.