Booking.comReviews 4,273

We recently booked a hotel in New York City through booking.com--it displayed one price and the reservation through at a higher price--about $50 more per night. We thought the higher price was the listed price plus taxes--we were wrong. So be careful and check more thoroughly then we did. When I called booking.com to ask what happened they told me they would contact the hotel and get back to me--I have heard nothing. There were two rooms involved so the amount involved was just over $100. The parking fees were also incorrectly advertised. (As an aside, the hotel involved was The Benjamin on 125 East 50th Street. They charged a daily rate for parking and the price is the same for one hour or 24 hours--there is no hourly rate for part of a day. There were two cars involved so we would up paying approximately $140 for a total of three hours of parking). This whole experience was a wake up call for me--check everything! I will not use booking.com again--ever.

I booked a hotel stay through Booking.com only to get to my destination and find out that the Hotel that they booked me in ISN'T EVEN OPEN/OPERATIONAL! So my family vacation turned into a 6hr round trip drive back home because all the other hotels in the vicinity were completely sold out. I called Booking.com and the best they could do for me was to offer to pay for my fuel costs to get to my destination, not even for the fuel cost back or offer to discount me a room if I used them again. So due to their negligence to actually check up on their hotels that they sell room through my family got to sit in the car for 6hrs and return home.

I booked a one night stay in a hotel in Spain through booking.com which was accepted.
After 4 months booking.com informed me that the minimum stay at this hotel was for 3 nights and cancelled the booking.

Nowhere on the hotel site did it mention a minimum stay and I could still book a room for one night at another time.

I don't suppose the cancellation had anything to do with the fact it was Easter and the hotel could make more money from someone else?

No explanation from booking.com as to why it took 4 months to realize a booking had to be for a minimum of 3 nights.

Very disappointing.

As mentioned elsewhere booking.com offered me another (more expensive) hotel but, after complaining, they offered to refund the difference after my stay.

On returning to UK I emailed booking.com and, after a few hiccups, I got the excess refunded to my account.

Worth the persistence.

Incidentally, the original hotel is still offering one night stops despite the claim that all bookings at their hotel is for a minimum of 3 nights.

Booking.com accept customer mis-statements, incorrect facts and outright lies without checking the veracity of comments even when the host points this out to Booking, Com's so called Review Panel. I was advised over the telephone that their only concern is if profanities are used and that bookers can make any comment regardless of accuracy or truth, what a system, I gave them an opportunity to review one such guest, my next step is to seek legal council for libel and threaten the writer, why should I have to go through this

I wanted to up grade my room which I can not do online. Called Booking.com and spoke to a rep who called the hotel. She got back on the line with me to tell me that she had to call back in 30 minutes to talk with someone in reservations. I took it upon myself to contact the hotel directly. The woman at the front desk said she spoke with the Booking.com rep but there was no reservation under my name. I also got a better deal booking directly with the hotel with no cancellation fee and they took my AAA membership. Called Booking.com back and again they had to call the hotel. It's a cluster *&^^ and they aren't very honest. Costumer Service isn't very good. Steer clear from this site.

My husband and 2 children booked two rooms to attend my mother in laws funeral in Chilliwack. We made the error of booking same day (Saturday Jan 30th instead of the following Saturday feb 6th). I booked through booking.com. I called immediately to explain what I had done... Monique from booking.com called the hotel and explained what I had done. They advised her it was no problem to change my date (as they were not busy) and no penalty or change in rate would occur. I received my confirmation through booking.com saying "zero penalty" for change of date. 15 minutes later my visa was charged a $90 "penalty from Vedder river in". I waited 48 hours after leaving a msg requesting call back from the hotel. No comment or communication at all. I cancelled the booking to avoid further charges and was then charged for two rooms at $160. We were 5 days before checkin. This site claims to charge nothing 48 hours before arrival. I have now paid for two rooms plus a penalty of $90... and we aren't confirmed to arrive for another 4 days.
No one will return my call.
No one will return my email.
A rep at booking.com said they will remove from their trusted list of hotels.
We have put this info forth to Global Vancouver News and have received a call asking for fur info.
Expect to see this on global within two weeks.

I booked a Hotel in Chelan Washington through booking.com. We got caught in a snowstorm and were unable to reach Chelan, so I called to cancel my reservation about 5pm of the night of my reservation. The policy I booked under included a 51.00 cancelation fee, which I did not realize until I received an email confirming the cancelation. I was annoyed that I had to cancel due to weather and still was charged, but I didn't complain since I hadn't fully read the cancelation policy when I booked. However, later that day, I got an email from a customer service rep saying that even though there was a cancelation charge, they had asked the property to make an exception were not going to charge me! I work in customer service and was totally impressed by their proactive response to my situation!

Im a vacation rental owner and I found out their site just does not cater well for this type of thing even though they say they do. Their internet interface (extranet) which is their booking management system is so complicated and full of errors that you encounter every possible thing that can go wrong: f. E when a customer books, the customer's credit cards would show charge declined, and we are supposed to then press the link on their booking system: credit card invalid so we dont get charged commission for the transaction. The link did not work and customer service (every time a different country!) could not fix, consequence I got charged 15% commission and the guest never paid or booked! I would get a booking, but then the cvc code for the credit card was not displayed for security reasons! Well, how can I charge it without a CVC code? Consequence: you guessed right, they charged booking fees, but I could not process the payment from the guest. On and on. Then they started to accept bookings from guests even though my calendar was messed up due to their complicated calendar system on the extranet (to close up a room - as they call it, you have this really antiquated spreadsheet system and you have to do multiple steps - (close entire room, then close from monday-friday, then the amount of hours or something equally weird), a nightmare to manage!
Dont use these people. I am Dutch and they are a Dutch company but this is such a back to the 90's internet set up that I am ashamed that they are from my country. So old fashioned in their internet dealings! Terrible.

Booked 2 rooms for Christmas with free cancellation option. Had to cancel 3 days after booking due to the health reasons... on 26/12 hotel taken money from my debit card in full amount for the stay... I have contacted the hotel directly and they told me booking.com never cancelled the reservation and that's why hotel taken my money. Contacted customer service several times and if I am lucky enough and get answer, it is always the same "we are trying to find resolution but till now we could not"
This is now going on for more than 4 weeks... I have provided them with bank account statement as they asked, but still no resolution.
I have decided to report the case to Fair Trade as well as make a court claim, as I do not see booking.com willing to solve the issue.
Please be beware of their services... you may lose lot of money with them.