Booking.comReviews 4,273

I booked AC Bella Hotel Copenhagen with Booking.com, got a very cheap rate, and inadvertently (I don't know how it happened!) they gave me dates that were one month later than what I needed. It was a no refund policy but I kept on telling them that this was an obvious mistake, I had no idea how I ended up with the wrong dates. They directed me to the property (AC Bella Hotel) who refused to give me any answer saying that I should talk to Booking.com directly. I told Booking.com to at least change my dates if they couldn't refund. They didn't answer. Meanwhile Booking.com just put my request on hold saying the property should decide. And there was no way of sending any further email to Booking.com through their website. They are complete fraudsters, luring people into low prices with no-refund policies (I didn't find such low prices anywhere), mixing up dates, and then not giving any feedback to the customer. My advise: Stay Clear from these fraudsters! This is surely cash going down the drain!

Absolutely appauling damn stupid management in the hotel they refuse to offer full cash refund after cancellation was made within the hour.
Uncooperative thieving bastards. Booking. Com is useless can not trust them because our cancellation policy said no charge if cancelled within appropriate time. Really after one hour our plans changed and we cancelled our trip. We will never never use this thieving dodgy website again. No further comment.

I booked a hotel through booking. Com, when I arrived I found that the hotel doesnt have an elevator and my room in the fourth floor and I have a surgery in my back. There was no fan neither A/C in the room and the temperature in Paris was 33C. I asked to change my room the hotel said there is no rooms available except shared bathrooms. I asked to cancel the room and get refunded they said you made the booking through booking.com and you have to do the cancellation from there. Of course there was no option except I have to call the customer service, and she said why you are making such a fuzz about the elevator, if it was me I would enjoy going up the stairs, I told her I have a surgery in my back and going up and down four floors is not good for me, she said did you tell the hotel that, I said I asked them to change my room and they said there is nothing available except shared bathroom. She said then take it if you dont like going up four floors. I told her I already paid for private bathroom why should I take the responsibility of $#*!ty hotel that you are dealing with. I booked through booking.com for a private bathroom and I expect the hotel should have at least an elevator. If this is the simple thing they dont have why you are dealing with them?
She said well if you dont like the hotel you can find another hotel and pay for it
I dont know what kind of people are working in Booking.com but they are the most awful people on the world who thinks about their commission only and they dont think about the benefit of the costumer

I cancelled a reservation within the timeframe, yet the hotel still charged me a "no show" fee. My credit card company couldn't remove the charge because Booking.com creates a "money shelter" in effect as a third party even though the money goes to the hotel. I tried to call the hotel directly. They were willing to refund if booking.com sent a cancellation so they wouldn't be charged the booking fee. But booking.com couldn't figure out how to make the cancellation in the past through their computer system. Customer service is an absolute nightmare because there is a different person at the call center every call and need to explain over and over and over... yuck.

Made a hotel booking for a trip to Canada, which was cancelled well ahead of their deadline.
46 days later and counting
It has been one flimsy excuse after another for their inability to make a full refund.
Either they have not received my mails or they are waiting for a respond from the hotel, who should not have receive the funds before my arrival or they want to see my bank statement as proof of payment... Why i don't know especially when my bank statement was not needed to debit my bank account during the booking process nor was it needed to send me a confirmation of my booking.

Furthermore, the refund is been paid directly into the account it originated from, so why all the additional stumbling blocks?

It is very obvious that their unfair and illegal practice is all in an effort make sure customers are stranded and have no other option but to use their services rather than use another service provider.

Booking is something else. I made reservations@ the beach. Come to find out, Booking never made my reservation. I called the hotel directly to ask about the pet policy & found out I had no reservation. So, I go back to booking who says even tho we didn't make your reservation you owe us 200$ for "cancelling" I said you never made the reservation I'm not paying you a penny! I cancelled my card just to make sure they couldn't charge me. Booking is still asking me to update my card hahaha. Never happening.

The hotel I reserved and paid for was shown in pictures to have a bathroom with tub attached to the room. Upon arrival, I saw the bathroom was a communal one 40 feet from the actual room. Since the room looked pretty gross in person, I checked the sheets right away and saw a long dark hair in the sheets. I called the host of the property and asked for a set of clean sheets I was sent to another room, which had sheets with crumbs in them and mosquitos on the walls and the bathroom was the same one 40 feet away. The bathroom was just too far for my child in the night, let alone the fact they wanted people to go barefoot in the public bathroom. Booking.com did nothing to help obtain a refund, although clearly their did not advertise the property realistically nor accurately. They told me they are not responsible for describing the properties. My credit card company is handling the dispute, We did not stay longer than 10 minutes due to the disgusting sheets and mosquitos and far away bathroom. I guess when your business is in Amsterdam, you do not have to be concerned with US cleanliness standards, property details, or accurate information. I will never book through them again.

When we arrived to check in at the Chattanooga Historic Bed and Breakfast after receiving numerous emails from booking.com about this reservation (and having the confirmation email), we were turned away by the owner who claimed "I don't work with booking. Com." She said "They keep listing my rooms, but I don't work with them". She did not have the reservation or room booking.com claimed to have made for me. All the other hotels in the area were already full, so we had to drive all the way home again that night because we had no place to stay. We did not have a vacation because, if the owner/manager (she didn't give her title) is to be believed, apparently booking.com reserved a room for us that they don't have the rights to reserve. Instead we wasted money on gas driving five hours to be turned away and on nonrefundable tickets for attractions in the area that we could no longer go do or see. This was the worst experience I've ever had on a "vacation." This is absolutely unacceptable, and I'll be sure to warn everyone I know never to use booking.com if they actually expect to have a place to stay when they make a hotel reservation. This is almost the exact review I sent to booking.com, but I'm sure they won't do anything to make up for this.

Update: Booking.com replied to my complaint, and has stated that they are working with this property. Legally they cannot just list accommodations. This is exactly what I thought, and, if this is the case, the owner of this property is at fault. However, I still fault the website for sending confirmation emails that seem not to have confirmed anything at all with the property in question. I will amend my statements when/if my questions regarding this are answered.

As a travel writer, it is important to me to find the best, easiest ways to travel and share that with my readers. A few days ago, I was saying how easy and great I thought Booking.com was. Today, my opinion has (unfortunately) completely changed.
I booked a hotel in Valemount, BC on Booking.com and received a confirmation email. However, when I arrived at the hotel, they told me they did not have my reservation. The hotel staff called Booking.com. Kristen, an employee at Booking.com, told me the "booking failed to go through the hotel's system." I told her I was never notified of this and showed up to no hotel room! I asked her to make sure I wouldn't be charged for the room I wasn't getting, and she said she could not guarantee that.
Luckily, the hotel was nice enough to find a cancellation and give us their last room before putting on their "No Vacancy" sign. But what would have happened had there been no available rooms, or had we arrived later at night? The hotel clerk told me he had to deal with that exact scenario because of Booking.com the night before.
In the future, Booking.com should alert customers if the hotel confirmation has not actually gone through. Customer service should also ensure the customer feels taken care of and is reassured that they will not be charged, because (as Kristen said) "it is our [Booking.com's] mistake."
I am waiting to hear back from Booking.com and will update this review if they ensure I do not have to pay any other cancellation fees. Otherwise, look for my article about this experience.

I was extremely dissapointed & upset by this company. I travel alot and have tried different booking sites and this was by far the worst. They claim to "price match", in two words, they don't. When I found my room for cheaper and called them, they were argumentative and proceeded to put me on hold for 15 minutes while they called my hotel & spoke with their supervisor. 15 minutes!
I spoke with my hotel too and they had the same experience as me. Gave us both alot of excuses (i. E. bull$#*!) on why they couldn't match the other price. The girl was short with me and unapologetic. When I asked to cancel, they said ok but they would still charge me full price regardless. Horrible experience. Never again and I have blasted this all over social media.

Will never book with booking.com again. I budget monthly so when the hotels I looked at in June, for a vacation in August said to pay at property on Booking.com, I thought great! I can set up a budget. Needless to say Booking.com took out the entire dollar amount. Not only that, but the dollar amount is nonrefundable. The site that shows the hotel said it was refundable. My advice. Do your research and book your reservations yourself. Booking.com is not worth the hassle if you are budgeted. I give booking.com negative in stars because they are underhanded

I made two booking reservations at the same hotel called 'Hotel Terminal' in Milan near the central station for a weekend and the following weekend.
The first weekend I stayed there was not the best experience, as it was pretty bad! It did not compare anything at all to what was on booking.com, therefore I gave them a bad review.
Unfortunately, we could not change our reservation for the following weekend as it would have cost me quite a lot to do so, so I had to come back to the same hotel.
Once I arrived at 3PM hotel, they requested full pay of my stay and they made me aware, in a hostile manner, that they had received my feedback for my previous stay. At 5PM that same day I receive an email from booking.com that my reservation was canceled, although I was already staying at the hotel and I had already paid in full.
I called booking.com to understand why that had happened and they said that they received a cancellation update from the hotel. I told them that was not true and that I could provide them with a copy of my receipt to prove otherwise. They said that it will be fine and as soon as they get my receipt they will reinstate my booking on the website, which in turn will allow me to leave feedback on my second stay.
A week later nothing happened, so I call booking.com back and ask them why my reservation is yet not showing on the system and they then informed me that there was nothing they can do about it.
I was really upset that they had cheated me on the right to give my own feedback, as booking.com is always promoting "real hotel, real guest". That is a lie! I was a real guest and yet I was not allowed to share my experience because it was not what they wanted.