Booking.comReviews 4,273

I love booking.com because you find the cheapest rates here. There's no loyalty perks, such as getting a free stay when you've booked 5 nights, but you do get "genius" discounts when you've booked 10 nights through their site. I go on business trips often and never pay more than $40 a night for a room, although those are 2-3 star hotels which some people may not be okay with. I love how you can book a room without having to pay in advance, and how you can cancel your room up to one day before your scheduled booking without being charged to do so. It's a great site and it may have low stars here on sitejabber, but don't knock it before you try it!

Booked a room in New Orleans 2 months in advance, assuming I would be given the best rates available at time of my stay... WRONG... discovered the rates were 59% off when I arrived but was told I was too late for the discount and should have checked with them earlier... plus I was told Booking.com does not give AAA or Senior discounts. LESSON LEARNED from now I go directly through the Hotel. When asked for. Proof of rates it did no good either I was just told even though my response was within the 24 hour required I was still too late...

Booked 3 rooms in niagara thru booking.com. Did not get a confirmation email so assumed the booking did not go thru. Waited about an hour then redid the booking got a confirmation for this booking. Later in needed to cancel reservations with ample notice cancelled via booking.com received confirmation via email. All was good so I thought. I then received credit card statement and I am charged for the 3 room Called hotel they said j had 6 rooms booked and only 3 were cancelled and to call booking.com. I called them they said they had 2 bookings the first confirmation had bounced back from the server to them as the email was incorrect so instead of advising us of the problem they ignored it. After many phone calls to them they were useless basically stating it was our fault and we were SOL. I will never use there service again buyer beware. There customer service is crap they say they will call u back they never do. I asked to speak to a manager never put me thru to them. They are a horrible service.

I booked 6 rooms at Mondrian LA yesterday afternoon 18 Jan 15 for arrival 19 and departure 20. It was my intention to book 3 of them for 2 days and 6 for 1 day. I went on the site using an android mobile device. The site changed arrival to 18th. I got confirmation a minute later and immediately called the "Genius" helpline. After waiting on the line for a respectable minute or two i explained what happened and asked to have it fixed. The agent told me this is a recurring problem that sometimes happens when booking using a smartphone. He promised to take care of it and call me back. He screwed up the email and did NOT call the hotel directly as promised. After 5 more call to booking.com I received an email this moring 19th when I wax flying to LA from Boston to say tbat I was being charged for 6 rooms. This after 3 different booking.com employees had lied to me. I have used booking.com hundreds of times. I have stayed at Mondrian and other MHG Hotels many times. I feel cheated and robbed. I would like to put this case to the test. If it is not repaired I will look at suing booking.com in a test case. It doesnt matter that the loss is less than 2000 dollars. I will spend a lot more to get treated with the basic dignity any customer deserves. Tom L

My experience with Booking.com's customer service was handled in a very professional and timely manner. I accidentally booked a hotel in SF that I was not intending to retreat at online and while trying to undo it, I confirmed it! I didn't realize it until I had received an email with a confirmation number followed by my computer error. On the website, if I had done it, a cancellation fee would apply if reservation was to be cancelled and I just did not feel good about it. I immediately called the hotel and explained the situation and they were not able to cancel my reservation, I would have to contact Booking.com. I reached representative ERIC and I cannot be more thankful for his understanding and going out of his way to cancel and waive the fee for me! I was put on hold for about 10 mins and ERIC came back on to apologize for the wait and explained to me that he had to contact three agencies to get them to cancel the reservation without any fee. I was ecstatic and thanked him for going above and beyond! Such a genuine representative! Although the hotel was not for me, I definitely will be using Booking.com for the one I'll be SURE of this time. And I'll book it properly! (: thank you again, ERIC! We need more people like you in this business!

I was attempting to secure a reservation, and I had no intention of paying for the motel room until I saw it. Once I arrived I decided it looked to seedy and I stayed elsewhere. When I got home I found that I had been charged the full amount. When booking the website specifically states "No charge – only needed to reserve your room." And further down the screen it again says, "Your card will not be charged — it's only needed to guarantee your booking.
{the motel} will handle your payment." When I called booking.com to address the issue they constantly interupted me, she was rude, and continually stated that I had to cancel 24 hours in advance. I made the reservation less than 24 hours before arriving. Fortunately my credit card company has agreed not to charge me, due to the fraudulent claims on the website.

I wanted to share my recent misadventures with booking.com so that the same thing will not happen to you.
I booked a hotel for Marseille in October 2015. The room booked (Hotel le Vieux port) was indicated as a 2 adults + 2 children room. But, when I arrived, the room was only for 2 adults and one child! I contacted booking.com by phone about that issue and their agent admitted the responsibility of booking.com. She ensured me I would be refunded and found me another hotel (for which I paid again). After a few months I checked my statements and saw no refund. I contacted the customer service, but booking.com is now refusing to refund me pretexting that the hotel does not want to refund them!

WORST customer service!

I booked a 5 bedroom house for 14 people in S. Lake Tahoe for New Years Eve, only to arrive and find a building under renovations. Booking.com "accommodated" our party by finding us 4 separate hotel rooms. At the time of the "alternate accommodation", I agreed to the new lodging at the hotel they found with the thought- I would deal with the monies later. After all, my party had just spent the last 4 hours in a car, in a parking lot, in a wind storm and 13 degree temperature, while I was on the phone with Booking.com. Now, a few days later (1/6/2016) and Booking.com will only offer a "good will gesture" of $75 refund. I asked to speak to a manager and Andres "the Supervisor" informed me, "they all would say the same thing." I again insisted on speaking with someone else. Andres put me on hold "consult with another manager", only to return to the phone and repeat himself.

It is despicable to me for a company like Booking.com to think accommodating my party with 4 separate SMALL hotel rooms was sufficient for not being able to stay in our 5 bedroom house that I booked 10 months in advance.

I was even told by a Booking.com agent that, "it's not our fault the house is under renovations." Surely, it's not MY fault either. The company that the house operated through "Affordable Lake Tahoe Villas" is at fault, but when Booking.com decides to do business with them and represents them, in my opinion, they (Booking.com) hold fault as well.

In the end, I am stuck paying a $150 cleaning fee for our HOTEL rooms because "I would have been charged that had I stayed at the house" and I will not be refunded for the difference in the tax rate of renting a house versus the tax rate of the hotel rooms we were "stuck" with.

DISGRACE!

Booking.com is a total joke and booking hotel rooms through this site with full payment at time of booking means absolutely nothing. We booked a group of 13 rooms at Lancaster Houston, with full payment at the time of booking. About 4 weeks later we get word from booking.com that we DO NOT have the reservations! Even though we paid for the rooms and got confirmation numbers. Do not use this website. It is completely unreliable, undependable and unethical.