Booking.comReviews 4,273

I had reservation was dated for 09/18/17-09/21/17 for Puerto Rico. I decided to stay longer so, I called the canario boutique hotel san juan, puerto rico and advised can I change and add more dates to my reservation WITHOUT ANY FEES. I was told yes as long as its with the same hotel and that I need to also call booking and they will email the hotel about everything. I did exactly what the girl said and called booking.com and I was told the same thing, that as long as it was the same hotel I will not be CHARGE. The booking.com rep sent the hotel an email and everything was taken care of and to make another booking with the dates I want. On 5/8/2017 my card was charged $1202. 70. I called booking.com and they advised that I canceled 3 reservations that have the same dates. I called booking and the hotel 5/8-5/10/17 and everyone at the booking.com was rude and didn't care about what happened. I was told I had 3 reservations and that I canceled ALL OF THEM. I didnt exactly what the booking and the hotel advised and the both advised that everything will work out good. I saw the charges and this is ridiculous. I only wanted to extend my stay at the hotel and I got charged for something I didn't do. I was told thing and something else happen. I think booking.com and canario boutique hotel san juan, puerto rico are working with each other to get people's money. I will NEVER BOOK WITH BOOK.COM AGAIN OR THIS HOTEL. BEWARE, BEWARE!

We received a email that we booked a trip to hard rock punta Cana 4 days before the trip was to be taken. We never booked a trip. Booking said to cancel we must pay $500. I called hard rock and they had no reservations. I am continuing to get emails from booking and now they are saying the hotel is going to charge us a cancelation.
I use trip advisor and unfortunately used this company one time as I was re routed. Had issues with double charging and swore them off.
Our bank is aware of this fraud. Do not book with them! I have another friend and booking wiped out their checking and ssvings.

Booked an accommodation in Sydney - Got a confirmation email - 3 days later they emailed me saying the hotel will not be honoring your booking since someone else booked 3 days after me but for a longer period. So she got the priority. They said we will give you another accommodation of OUR OWN choice (which they gave me 3 really bad choices of apartments) and "Listen to this part" they said we will give you 3 dollars bus fare should you wish to travel from the accommodation we are offering you to the location you are already booked at.

If it was the customer cancelling on them, they would not under ANY CIRCUMSTANCE would try to help. VERY BAD customer service. How can you confirm a booking then say ooops we changed our mind.

I am surprised to read about so many bad user experiences with Booking. Either I am the only customer who never had any issues with Booking or, and that is more likely, satisfied customers just don't invest any time in writing a good review.

I have used Booking over the last five years several times a year and I can't really remember that I have ever had an issue. It is easy to use, offers fantastic prices. Don't know what else to say.

I used their website april 16 2017 to book 2 rooms out of town may 25-27. As these were for out of town specialist appointments we selected from their website for quality inn in mississauga with free cancelation. We went through the process and got our confirmation email. When we opened it, it said the rooms where not booked with free cancelation. I immediately emailed booking.com as you wait forever on hold for a rep and told them this is not what we wanted. (within an hour of booking). We got an immediate response back saying they will contact the hotel and get back to us. We waited a few days and no one did. So I emailed back. They said they need to get ahold of the manager of the hotel and still nothing. I then emailed the hotel they said we have to go through booking. Com. So last week I called booking.com and the rep there said she cant do anything on her end she will call the manager. She never did get back to me. I called booking.com over the weekend they said the manager emailed them back and told them it is too bad. If our appointment are canceled or rescheduled we still have to pay full price for the rooms. I am upset as I notified booking.com right away that there is a problem with my order and all I get is too bad. I can honestly see if I waited days after entering it in but I let them know right away.
Now booking.com says the hotel can't switch it over because the hotel has no spots for free cancelations open. So I assume now at the time of my order someone else entered it a few seconds before and the rooms were taken and it reverted to not what I wanted and I am forced into an agreement that I do not want to agree on.
I will never use this site again as they will not address techinical issues immediately and there only response is "too bad"

I was offered a sweet deal at a great price, however there was large machinery and excavation and construction going on on the beach the entire time!

The hotel could not do anything for me because I booked through this third-party agency, it's been almost 3 weeks now I have some of the multiple videos of construction going on until 3 AM in the morning, today I finally get an email back saying that they're willing to offer me $25 in compensation! I will never use them or a third party for a hotel again!

Do not use! Do not use! Do not use!

I was trying to contact Booking.com through their customer service number as I needed to make a special request for our stay in Savannah, GA in June.

I called their customer service phone number,, *******958, on Friday, April 28th at 4:45 pm, MDT. I waited on the line for 6 minutes 8 seconds. I called back the same evening at 7:58 pm MDT, and waited 12 minutes 18 seconds. I called again the same evening at 9:43 pm, and waited 15 minutes, 6 seconds. I called again on Saturday, April 29th at 7:40 am, MDT, and waited 20 minutes and 52 seconds but still was not able to get through.

At this point, I have decided I won't be using Booking, com anymore and I also won't be using Trivago.com to book any future trips.

If you are new to booking.com to list your house for vacation rental be very careful their policies are ridicules
Anybody from anywhere can book your house without paying anything, you cannot cancel it, your calendar is blocked for those dates, you have to Waite and see if the guest is going to show up or not!, if you cancel they might charge you for guest replacement fee! Soooo you as a home owners are screwed, i called the costumer service, they seem very lost and confused and because of that they are rude, anyways, finally in costumer service told me that I'm new and it will takes time to build relationship, my respond was it's fumy how anybody can just book my property without paying anything and I have to Waite and see if they will show up,! What kind of stupid policy is that? Finally they agreed to send a representative to my property for verification, after more than 10 e mails back and forward with booking REP Alyssia Santiago we made appointment, I had to re arrange few other appointments to visit Alyssa
LOL, she never showed up,
The bottom line is I'm renting my property for 3 years now and i have used more than 10 websites to promote or rent it but booking.com policies are so unfair and ridicules can be very damaging, in the first week of my registration I had 4 bookings only one was for real other 3 fake ones which i brought to their attention even i made the costumer service to call the number provided by the guest to prove it's a fake booking, guess what? Even though after it was obvious for them that it was fake, yet they told me I cannot cancel, if i do i might have to pay fees to booking.com and still my calendar was blocked,
I read lots of complaints that guests they had from booking.com in here I'm not sure what is the purpose of booking.com in insisting to make guest and home owners very unsatisfied
STAY AWAY FROM BOOKING.COM
Regards
MIKE

Unlike Hotels.com and Priceline.com that are extremely intuitive for consumers to use, Booking.com hides the refundable options and tricks the user into choosing the non-refundable option. The site emphasizes free cancellation, but it is actually for a refundable option that isn't easy to understand. And customer service was not helpful, even when I offered to send pics of the other sites and demonstrate how hard their site is to use.

Booking.com says that, after you book, the booking is 'guaranteed' - it isn't. Even after the hotel/apartment confirms it, they can do whatever they want (like cancel it 5 minutes before agreed arrival time!) and the response from Booking.com is "we act solely as an intermediary between you and the hotel", so they cannot and will not help you, and will not penalize the hotel/apartment for whatever they do!
Not only that, but they declined my negative review even after editing it as they requested. Months after, and many emails sent, the reply only with 'we are waiting for a response from our team', still not allowing me to add a review for the apartment that canceled my booking 5 minutes before my arrival time and treated me so badly.
They are such liars and fakes. I would never recommend a company that does such a thing, to be relied on. Make sure you always have a backup, as they will leave you on the roads or worse.