Booking.comReviews 4,273

I never do this but I had to warn others about Booking.com!
They booked me a room after a few days the hotel called me and said Booking.com had made a mistake and overbooked they hotel I had no room. I called the customer service they said they would find me something and send an email in 13mins (odd I know but why I remembered it) no email. I called again (you get put on a hold cycle of over 5 mins) Spoke to customer service explained everything they said they would send an email with a new hotel, they did but it was over 55 miles away! I called a again and they sent an email in the let's say poor part of town in a 1 star hotel for twice the price. I called again and they said well too bad we can't help you I asked to speak to a manager they said no. I finally did speak to manager who ripped into me asking what I expected and when I asked for a contact above her she refused and hung up. I found out from hotel they overbooked over 30 people at this one hotel.

I spend a lot of time in temporary accommodation and it's not cheap, this last year ive spent thousands of pounds booking through booking.com making them lots of commission in the process. Sadly ive lost money because booking.com have refused to check out the hotels / apartments / bed and breakfasts and when you arrive you find these places unlike any image portrayed on booking but when you say you're not willing to stay they say well it's a non refundable booking so you lose and booking gets it's commission?
I've been conned many time and the rooms and prices are not justifiable but booking own priceline.com and connected to other booking sites and they have the market sewn up so what's going on?.
William Windsor-King
Producer / Director

I recently booked a family vacation in a resort area for 5 people through Booking.com.
2 days after I booked I found out there was a special offer for the same hotel/rooms at 20% less through one of my credit cards.
I immediately sent an email to Booking and they didnt answer.
The next day I called and was advised by a service rep to "not worry, send a proof of the discount and we will match the price". We agreed on the call that the proof of discount will be a screen shot of the offer details.
2 days later I get an email asking for proof of the deal again. I sent it again in the different format they asked for. Nothing back. 2 days later I called and had a few conversations with their service reps, ending with an email back from them that I am not entitled to the price match because of technicalities.
In the mean time the special offer was sold out and I lost it... If they had let me know this on the first call and allowed me to cancel the order I could have saved a ton on this vacation. Plus the whole service experience was very bad - they didnt respond on time, I had to call in a few times, each time educate a new person on the issue... and even though I specifically asked to speak to a manager I never got through.
I will never do business with them again... ever

I was charged for a hotel that i cancelled through booking.com. I called customer service which took too long(about 20min) to get in touch with actual person, so i hang up. I called again and stayed on the line for about 15min then finally talked with someone. I explained that i cancelled my reservation and still got charged for it. They claimed that i didnt cancelled it; even though i knew i cancelled it because in my "booking.com app" i only had one hotel showing my reservation, which is a different hotel that i decided to keep. So. Long story short, they called the hotel and couldnt get in touch with the manager, so then they told me to try and get in touch with the hotel myself and get refunds. So pretty much waste my whole time trying to get in touch with customer service just to find out there is nothing they can do. I am very very dissapointed. I dont know which is worst, Booking.com App or customer service.

Having used booking.com for many years my last booking of a hotel in Bali has made me very angry. When booking the place nearly three (3) month ahead my Credit Card was debited with the full amount of 900 Dollars. As result I sent an email to booking.com who replied with a standard message that I could correspond with the hotel direct or to cancel the booking, but there was no word how aforesaid amount can be recovered. In future I won't get near Booking.com

I was a customer of Booking.com for 8 years, and since I booked hotels regularly, I earned genius status. However, I have recently made the decision to close my account after experiencing your disappointing customer service - or rather the lack thereof. I learned the hard way that Booking.com only cares about making money, and that they seem to consider their customers as mere tools in this process.

Booking.com made me pay a no-show fee for a hotel booking, despite the fact that the booking failed to appear in my "Manage your Bookings" list on their website. And since it was visually non-existent, I could not have known that the booking actually existed! The Booking.com website obviously had a technical bug, which resulted in this expensive misunderstanding.

Despite sending Booking.com visual proof of their error through print-screens of my bookings list, the company's client service chose to ignore this and tried blaming the hotel, instead of acknowledging their obvious mistake and taking responsibility for it.

I would have appreciated it if Booking.com had offered to shoulder the no-show fee or, at the very least, if their customer service had shown some decency and shared the cost with me. After all, this problem was caused by a technical error on the Booking.com website.

One would think a billion dollar company would be willing to shoulder the cost of 300£ in the name of honesty and customer care, but it seems that they became a billion dollar company because they value money more than people.

I recently booked a room through booking.com. On the day of my expected arrival, my flight was cancelled. Powers beyond my control kept me from reaching my destination. I called the hotel the same day and explained the circumstances and asked if a refund out of the normal 24 hour cancellation policy could be processed. I was told "Of course, that's not a problem. You just have to send the request through booking.com." So within 30 minutes I send that request through the proper channels at booking.com. The automatic response states a response will be received within 72 hours. I did not receive a response, and I assume since the hotel staff said a refund would be approved, I had nothing more to worry about. I receive my credit card statement, and the charge is there. I call booking.com and long story short "Sorry there's nothing we can do. Call the hotel." I was also treated with great disrespect from Claudia, the representative I spoke with, putting all the blame on me, and as other reviews have said, sided with the hotel and protected them instead of working for the consumer. TERRIBLE customer service! Bok rooms yourself, through a real travel agent, or anot her reputable source. Booking.com has been awful.

I made a reservation for an Apartment in Rykjavik, Iceland. When I booked it with Booking com it said "Risk free, price guaranteed" The amount was in dollars: $1,586.20. When I receive a confirmation from Stay Apartment Einholt, the amount now is 1,531.20 EUROS. I contacted the place in Iceland and they told me that they have nothing to do with what Booking puts on line. So the difference in the amount from Booking's rate and the Apartment's rate is $274.17 more that I must pay. I contacted Booking and they told me that I need to contact the Apartment in Iceland. Well, I am so incensed that I cancelled the reservation. Booking's listing was in dollars, which translated into a higher amount $ 274.17. So be aware booking with Booking.com I have dealt with them for many years, but now I'm done.
Hendrika

First - almost near impossible to find a phone Nimber, not on website, not on a web page, clearly with no visibility of a phone number they fit the mold today of being impersonable.
Second - they say credit card only for reservation, problem was I tried two cards, confirmed with both credit card companies that there were no issues, they never saw anything attempted to be processed, yet they could not explain why a credit card was needed and he said it should not ask,,, I provided all the details, they were totally clueless as to the problem... waste of my time, so I booked with a different service

As a host, it's a real frustration to work with booking.com.

First of all, unlike some other sites like Airbnb, You don't get to review the guest, so they don't feel any pressure to act the best possible way. It's huuuge difference between guests that I get from Airbnb and booking.com. Also, booking.com guests don't feel any obligation to respond to your emails. They might be completely unaware of the fact that You have your plans for the day and You need information on when they arrive, so You can plan your day.

Guests reviews: Half of my reviews are just gone. Without any explanations from booking.com!

Managing your property: just bunch od checkboxes! I can't add a single sentence by myself! How can I advertise some special things that I offer to my guests, like free guided tour of the city? It's the most important thing that attracts guests and yet, on booking.com, I can't advertise it! They don't have f**ing checkbox for it!

As a guest:
Property page doesn't have a calendar! Guest must try all possible combination of arrival and departure dates to see when the apartment is free. Sometimes, I first select the apartment and then I try to see what dates fits my plan best, but with booking.com, it's close to impossible!

So, if You are a host, just try to avoid booking.com or at least put the prices higher than on other sites to compensate for your pain.

If You are a host - just open an account on Airbnb or TripAdvisor like all normal people do.