Booking.comReviews 4,273

I have been using booking.com for over 8 years now and I've observed that what you see is what you get. I most often got better deals through booking.com than when I go directly to the hotel/apartment website. I also find the trail of customers' review on booking.com very helpful as it at least provide some guidance on which properties or locations to avoid when searching for decent hotels/apartment. The search and filter engines are also great for quickly narrowing down your search.

I booked a hotel via booking.com in Sweden and the hotel had mistakenly cancelled my reservation. I called the booking.com helpline and they took immediate action, called the hotel, volunteered to take care of finding an alternative. It was the first time that I thought it is actually helpful to book via a page like booking.com because had I been left to myself in the hotel I would have had to deal with them myself and they werent very forthcoming at all (and tried to blame the whole situation on me).

Recently booked a room that was display at $99.00 per night in huge, bright colored font. When through the various pages of entering information. Summary page before booked displayed same rate of $99.00 per night. Once I clicked 'Confirm', in the same huge, bright colored font it displayed $209.00 per night with a line under in the same size font saying $99.00 per night plus $100 cleaning fee and taxes. WHY was the $100 cleaning fee NOT displayed in such obvious font size and color before hand? Because they didn't want you to know until you Confirmed a Non-Refundable reservation. So my $99 dollar plus tax stay for one night turned into a $209 dollar stay for one night. THESE HOTEL BOOKING SITES NEED TO BE SUED!

I am a genius member with booking.com for many years however they let me down and Ive decided I rather use other booking website and agent instead of booking.com. The reason behind this is because I went on a trip with my partner and booking a hotel but it is actually an apartment like air bnb in europe. We've been abusive by phone call before we arrive through the owner of apartment so we decided to stay in other place (again, book through booking.com) and we contacted booking, com hopefully to get a refund as the owner's attitude is unacceptable. After many emails, booking.com support owner all the way and ignored the fact that we were being abused over the phone. So we lost all our money and what we got is a abusive phone call and threatened us if we dont pay the extra money we unlikely will get the key get into the apartment.

Good bye booking, com, I will not allow you give the opportunity to treat me like this again.

After cancelling my reservation in the alloyed window that allowed free cancelation, I was still charged by the hotel. Called the hotel directly they said they never received my cancellation. Spoke with representative at booking.com they then spoke with the hotel and "resolved" the issue. I will be getting a refund but I have to wait 5-7 business days! Why should I have to wait to receive the money that I never should of been charged for to begin with!

I have booked several hotels with booking.com. I have had two very unpleasant experiences with them recently.

1) I booked a last minute hotel in NY and was traveling on a red-eye. I get an email (assuming while I was flying) as soon as i land from booking that they canceled my reservation because the hotel advertised the incorrect price. I called them trying to get the reservation back, but they said I can only get the reservation back if I pay the higher price. Then they called the hotel to see if i can get the lower price and said they can meet in the middle. The middle was more like $50 less than the higher price, which was around $400 more than what i paid. Booking.com did not help me at all to get another reservation. I asked for them to be responsible for the difference and all they did was blame the hotel. So, i was stuck in NY without a reservation and had to book a hotel that was $200 less the day before.

2) I booked a small boutique hotel in Tulum and then get an email from the hotel that I would have to switch rooms mid-way. There was no fine print during the time of booking. So i told the hotel I did not want and I rather cancel (the day of booking). The hotel said that because of their cancellation policy they cannot without charging the entire reservation even though they said that they understood it was an inconvenience to switch rooms. So I try to cancel and still in two weeks they did not cancel the room. I called booking.com to resolved this and again they blame the hotel and said that they have no responsibility in the hotel policies (which i understand, but they should work with their clients). The lady i spoke to said "we are only an advertising agency" and something to the likes of (not in exact works). We don't have anything to do with the hotel. We are only a liaison between you and the hotel.

This makes me frustrated that booking.com takes no accountability for the hotels that they advertise. They get their commission and do not service the people that book at all. If the hotel is responsible for the reservations I rather go directly through the hotel. I don't see a reason for booking on booking.com going forward and will only use them to compare prices.

After checking in I found my parking spot and room all the way around the building. Used the washroom right away and noticed bath towels were undersized. Saw the mould and grime in the shower and proceeded to check the bedding ( for bugs. Something I do no matter where I stay) and found the sheets discoloured, and no fitted sheet. The pillows were so old and worn a thrift shop would not accept them.
Noticed the patched holes in the plaster and decided to leave!
Manager refused to reimburse me as the fine print states you have 10 minutes to get one. I didn't stay. Working with a lawyer and BBB to remedy ASAP. Slept in my car!

I spend my day in a very nice penthouse located at 1borneo tower A kota kinabalu. Before this im with my friend decide to book just a normal room in any hotel but when we saw from the trivago that got a penthouse special corner with good offer reasonable price so we not think longer to book it. When we go in to the apartment. Such a nice view from the top of the hight floor. This penthouse got 2 bedrooms inside and living room with kitchen all complete facilities for you to cooking. Beside rent a small room in the hotel why not try to large and comfortable stay in apartment with your friends/family. Ideal place to stay and you just to go downstairs for shopping and recreation because this apartment link to shopping mall.

Recently my wife and I had a short break near Paris. Due to return to England on the Friday, we decided we didn't want the hassle of driving up to the Midlands so we booked a hotel at Pevensey Bay through Booking.com. We filled in their form and because I'm disabled (COPD lost 75% lung function) we also filled in their information box to let them know of my disabilities and very limited mobility. Friday came and we presented ourselves at the hotel. The hotelier could clearly see my condition and showed me a very steep flight of steps going up to our intended room. She explained that this was the first flight and there were a lot more (nearly 40 in all) to the room a the top of the hotel. Impossible for me, it would have killed me.

I told the hotelier that I had written on Booking.com's form of my disabilities and the hotelier stated that Booking.com neglected to inform her of this. She then stated that this had happened many times before to this and other hotels in the area. In fact another cancellation was made that same day for the same reason. The hotelier was very kind and even though it was no fault of hers she managed to find us another hotel (a bit of a drive away and twice the price). When I returned home I wrote an email to Booking.com complaining about their appalling service and I asked why this information had not been passed on.

I received a reply from Booking.com. Here is a transcript of it: "Thank you for choosing Booking.com. We are writing to you regarding your reservation. We sincerely apologize for this inconvenience. We've checked on our system to find your request. Unfortunately, there were no request from you on our system. We're sure that if we received the request, we would pass on the request to the property. Please feel free to contact us with any additional questions." I replied to this: "Why am I not surprised that this would be your response. It would be expected after your appalling service to call the customer a liar to cover your own backs. I can assure you this request was sent in front of 3 witnesses so please do not adopt this attitude with me or you will be facing litigation." We received no recompense from these people. My advice would be to stay well clear of this company. Their customer care or people skills are zero.

I booked an apartment in Los Cristianos in Tenerife. The website clearly stated that it would cost £687.00. I was charged £708.72. While this is only £21.72 over, if they do this to all their clients they are making plenty of money by overcharging. I complained to booking.com by e-mail twice, leaving a week between each e-mail. I received no reply. I telephoned, and the person who answered claimed that the price was in Euros. In fact it clearly stated the price in pounds on the website when I booked, with the euro price (809.80) in small numbers next to it. In any case, if the price in pounds was converted from euros there is no reason why that conversion should be any different when charged to my card immediately afterwards. Beware! There are plenty of other holiday booking sites.

I want to write about the bad experience I had with Booking.com. It was one of the worst customer experience that I had during the last booking I made. We made a booking for our company and it was a total of around 7-10 rooms with a price of around 15,000 USD in total.
There was a booking made for 5 rooms which we thought was including the BF, but we haven't checked thoroughly. But after going to the hotel, we found that the booking didn't include BF and we were charged around 600 USD for BF alone. When we sent an email to booking.com, their response was so pathetic, that they stopped responding to any questions.
Please stay away from Booking.com as they are cheaters with minimum empathy to the customers and their feelings.

Regards
SK