Booking.comReviews 4,273

I booked a hotel stay for myself and 3 friends at the Saharan Motor Hotel in Hollywood California through Booking.com. We were attending a concert at the Hollywood Bowl and this hotel was walking distance from the venue. Three hours before check in, I received a call saying that our reservation could no longer be honored and that they had found new lodging for us... 16 miles away.
I told them that was unacceptable and they would have to find something closer. They eventually found us a place in Burbank, 5 miles away. At this point you would think they would say, "here is your confirmation #, you are all set". But no, it was, "you have to call this place and pay the difference yourself and then send us the receipts for reimbursement". I am now on vacation and took care of all the planning well in advance and now this site is going to put me to work because of their mistake? Totally unacceptable!
I asked many times how this could happen and never received an adequate answer.
The only reason I gave them two stars instead of one is because they did issue a prompt refund of the cost difference. The only thing they did right!
I understand that in this business, overbooking is common due to the many cancelations they receive. However, when the overbooking comes back to haunt you, as in no one cancels, then you need to go way above and beyond to remedy the situation, which Booking.com clearly did not do!
I will never use them again!

I was offered a deal at a discounted price and then found that this was the hotels standard price anyway so the discount offered by booking.com was purely fictional. What's more booking.com then take a cut out of the hotels charge

You may think you're getting a discount using booking sites but all it does is drive the hotels rates up to cover the fee that the booking sites take from them. Best tip use booking sites to find the best deal then book direct through the hotels own website - it'll be the same price.

They present themself as sellers when there is problem they say they are advertisers. For misrepresenations of accomidation which i discovered on arrival (i had booked for 4 nights). I arrived at the early hours of the 1st night effectively it would be my second day. Offer made was they refund me service charges and city taxes for 2 nights and i need to move out of property at 7pm. Which means i need to pay myself for 3 night else where. Point is they said they will keep rent paid for 3 nights for which i will not be using service! I should be taking them to court

Never believe Booking.com for their Best Price Guarantee they are NEVER the best price! I foolishly was duped into believing that they backed their best price guarantee but was very wrong! After I booked with them a friend let me know that hotels.com had much cheaper rates. I called them right away to ask about their Best Price Guarantee and they said that it wasnt a valid claim! Same hotel, same dates, same room level. All within hours! Booking.com said it wasnt a valid claim because they have a No cancellations & Modifications rule and hotels.com allows you to cancel right up until the day before travel. Different cancellation policies means the Best Price Guarantee is invalid! So basically Booking.com has WORSE prices & a WORSE cancellation policies. There is basically no reason whatsoever to book with them! Please save yourself the headache and TERRIBLE customer service and book through expedia or hotels.com. I have deleted my Bookings.com app and will never use their pitiful, deceitful and misleading service ever again!

I thought I found a great hotel for a summer vacation in Myrtle Beach SC... but reservations were through Booking.com. I wish I'd done my research 1st.

1) A deposit of 1 night was required.
2) Free cancellation through 1 week prior to reservation.

Ok. Sounds good. I make the reservation - 6 months out. 2 weeks later I find the location was not what I wanted and cancelled. I received confirmation of the cancellation WITHOUT penalty.

Ok. Still sounds good. I get my credit card statement and I have a $10 interest charge... but I paid the statement in full (less the 1 night deposit to booking. Com that should have been credited).

Ok. Booking. Com Customer Service is non-existent so I contacted the hotel directly. They informed me they never received a cancellation from Booking.com. I needed to cancel the same way I booked.

Ok. Time to pursue direct contact with Booking.com - not online. IMPOSSIBLE. If you can find the number you're a detective, but it won't help because the line is unanswered. I did send multiple emails requesting cancellation to the hotel - but no response.

Ok. I disputed the charge on my credit card. That should avoid future charges and allow me to eventually get reimbursed. They advised me to call the hotel and demand cancellation and reimbursement directly.

Ok. Called the hotel again and was told I must make my cancellation request to the Front Desk Manager. Took 15 minutes but I finally got a representative for the Front Desk Manager to tell me the cancellation was being processed and I should receive my refund "shortly." Please, define shortly.

Ok. Now I get to check my credit card transactions daily looking for the refund. (I know, I should have done that when I cancelled with Booking.com.)

Whew. I'm tired. Wish I had just done my research about Booking.com up front and never made the reservation. Stay tuned. I'll let you know how long before I get my refund. (Beware - I will pursue this until fully resolved... but it should never be this difficult.)

JUST SAY NO to Booking.com

I booked an apartment with booking.com in January for a few days away in May. I had until the 24th march to cancel without payment or I would have had to pay in full. Unfortunately for me they cancelled on me after this date. I've lost the money I paid for flights because I can't find a suitable alternative. After finally getting to speak to a manager at booking.com I've been told I should be thankful they never just let me go on the trip to find out there was no booking. Unbelievably terrible customer service

I booked a car through booking.com at Bergamo airport (Italy). The car provider, Locauto, was appalling. They didn't have the car I booked and they were terribly rude. We thus proceeded to rent a vehicle elsewhere. Upon my return I contacted booking.com for a full refund which I received promptly with a letter of apology for my bad experience with Locauto and a discount voucher for my next booking. I can't fault their costumer service and courtesy both on the phone and by e-mail.

I booked via a search for a twin room for the same day I made the search. I paid and headed for the hotel. On the way I checked the e-mail and found it was for the wrong day and only for one person. No way could I have made two massive errors. I use these booking apps a lot and i understand how to surf them.
Booking. Ripoff charged me the full room fee for cancelling it AND after i discovered the hotel was not contactable by phone. Nor were booking.com
Cheats. I do not recommend using them EVER

Yes. Booking.com treats their customers as garbage and defrauds them of money. I inadvertly put in a wrong email address when i booked and got no confirmation email so i booked another hotel, then when i came back from vacation i noticed they charged me the full stay and said they could not do anything. How come they didnmt advise me? They had my name, phone number etc when the emails they sent came back with undeliverable. They are a fraudulent company.

Never use them deal with the hotel directly

I booked a room with booking.com and when I arrived (from another state), the hotel in which we had a reservation was overbooked and had no record of our reservation. I tried for over a day to contact the site by phone. No response. I tried by email. No response. We were left without a hotel after 14 hours of travel and with out customer service from booking or the hotel. It is three days later and I have not heard anything from booking.

My husband used the Booking.com app. I found a cheaper rate by $11.00 on another site geared toward seniors. When I contact Booking.com, "Heidel" said that I would have had to contact them BEFORE we checked it. Their policy is that they will not provide you with any help if you call them after you check in. Most companies will give you a 24-48 hour time to contact them. Not Booking.com. When I voiced my dissatisfaction with this, and said that I would note this online on various social media sites, "Heidel" said the following, "I don't think it will make a difference. You can go online if you want and if you feel the need to express yourself, but there is nothing we can do." So I would not recommend Booking.com

I cancelled a reservation I made with them for a hotel in Iceland and somehow, it never went through their system. I didn't get a confirmation email, and in hindsight, I wish I had contacted them about it, but it didn't worry me at the time because my booking seemed to be removed from my account. (I had booked 3 other hotels with them and those are the only ones that showed up on my personal account page. If my other booking had not been cancelled, it should have showed up on that page.)

Now, I'm being charged by the hotel with a no-show fee of the entire amount it would have cost to stay there. Booking.com refuses to take any responsibility for it even though I've sent them a screen shot of my account page which clearly shows this reservation doesn't exist. The kicker is that the hotel I actually did stay at was also booked through booking.com and for the same dates! And even that doesn't prove anything to them. I had to email several times before I even got anything other than a stock answer from them about the situation. Not sure if anyone was even reading the emails.