Booking.comReviews 4,273

This is our story of the really bad customer service of booking.com.
We booked our holiday to Acapulco (Mexico) weeks in advance to stay there the days before and after new year's eve (*******). We (6 adults and a baby) all bought our flight tickets and were very excited to stay in hotel. Two weeks before our trip, booking.com informed us that our hotel was overbooked and that we could not stay in hotel Mar Azul (5-star hotel). Well, this can happen and they would search for an alternative ASAP. We also searched ourselves and there were good alternatives available. However, we didn't get a call back anymore. Therefore, we called them a few days later to ask whether they have found an alternative. The alternative they offered was a considerably cheaper hotel outside of Acapulco in an area that is known for its drugs activities. We told them that this was not at all a comparable offer. Therefore, they would search for an alternative. In the meanwhile, all hotels had gotten much more expensive because it's only 10 days to new year's. Currently, we have called them 5 times (and every time we got a different person and we had to explain the whole story again). What happened is the following. Call 1: We were put on hold for 40 minutes and after 40 minutes the lady told us that would call back later because she needed to do more research. We never got called back. Call 2: We suggested a fair deal and the lady needed to ask permission and she would call back. However, she never called back. Call 3: Exactly the same happened as in call 2. Call 4: The woman couldn't find a good alternative because basically all good hotels are booked and she just hang up the phone while we were searching together. Call 5: Being more than 30 minutes on hold and again no solution. They offered us a 3 star hotel that is now as expensive as it was when we booked our 5-star hotel. At the moment of booking, the 3 star hotel was almost half the price of the 5-star hotel. Hence, a bit more than a day before our flight, there is still not a fair deal and we don't even know whether we should fly to Acapulco.

We used this site a couple of times and have discovered that they are strictly a place to push buttons and good luck if you ever need good service. Also, we discovered that a lot of these online sites are owned by the same company. Use them to find and compare rates, then call the hotel and you are likely to get as good and maybe a better price. Booking.com will charge the hotel a hefty commission, so that hotel might just as well pass on more savings to you.

My husband and I recently booked two trips at the same time and needed to cancel one hotel room. This was done less than an hour after booking. Booking.com stated free cancellation but my husband was charged 30% of the hotel room which came out of the account straight away! This was not stated at time of booking but was after booking in an email... What use is that!
Booking.com seriously need to sort out their website so that it is very clear on cancellation charges.
We have a number of trips away each year and will never use booking.com again or recommend them to anyone. Absolute disgrace!

Worst Customer service ever! My wife book a reservation in September for a trip in October for a weekend in Chicago. Booking.com never sent the confirmation. When it was closer to trip date we did not know who we booked through or the hotel. Called several places but said we did not have confirmation. We then booked another hotel and went on our trip. When we returned we were charged for the original reservation. When we called booking.com they said they sent us the confirmation. I repeatedly asked them to forward the original email but all they would do is send a current email with the booking info. This company will Do Anything to get out of compensating you for their mistake.
Stay as far away from this company as you can!

Really not much different most other travel booking websites, I just happened to land in their camp first. I've used a few of the others as well with satisfaction. I have received great pricing and their reviews have steered me towards better values. Name brand motels vary in quality with location so the reviews are quite valuable. Booking.com does benchmark the lowball price and is its own discount resource so other discounts won't apply i. E. AAA or other travel rewards, however Bookings.com usually meets or beats all other incentives. Foreign travel reservations are of course also provided.

Booked two apartments for 8th December in mid October and paid a 50% deposit.
Lunchtime 7th december that rooms were "no longer available"!
Email said they had phoned earlier (which they hadn't, it's a generic email header) then offered apartments in Limehouse, some 30 mins away from where we were staying and dining. Sorry but not acceptable.
Next attempt was a single apartment with two bedrooms, nearer to original but I don't wish to share with a work colleague and his wife.
Then heard nothing so with time rapidly running out I made my own arrangements.
Was then told I was being rude by asking for my money back. Never again!
Booking.com your are fooking.com rubbish.

I booked a room through priceline.com. Or so I thought. Actually it was through Booking.com where they required my credit card information. But it is no good for payment. Hmmmm seems a little ok, a LOT, fishy to me. IDK what they are actually going to use my credit card information for, but I fear it is for other people to buy things with my money.
And this isn't even considering the fact that the price I paid through "Priceline" was the same price offered by the hotel. So, the purpose of using them? And the inability to pay for the room with my credit card, but the requirement to give the info?!?!?! My advice, call the hotel you want to use and make your reservation directly. Save yourself the hassle of dealing with your bank when your credit card is compromised

I've been booking with this service for a long time and I've always had a positive experience. I like the sales periods and opportunities to live in a 5-star hotel at a price of 3 stars. The variety is amazing. The reviews are available, so it's always easy to find out what this place is really like. I've never had any cancellation problems or frozen sum issues. So I don't really understand other people complaining. I guess there are a lot of different accommodation options out there and you can find a lot of poor places and hosts to live with, but that's not my case. So I give 5 stars without any further thinking.

We booked thru booking.com only to discover a dirty hotel whose beach and pool had been closed down by Italian Coast guard and the local authorities. The accommodations were filthy. No elevators-we hd to climb-up the equivalent of nine stories to the parking. A far, far stretch from the sales pictures.We demanded our $921.00 be returned during the first hour of our arrival but no management personnel were available to discuss the problems. We filed a police report. Our lawyer took on the case to get our money back. Two and a half months later we received a ten page letter from booking.com explaining to us that once we clicked on their web site to reserve, no cancellation fees were permitted. WARNING: DO NOT USE THIS SITE! THEY ARE THIEVES!

We spent 5 nights with lovely Champi and her welcoming family. We felt a part of the family when they invited us to join their family hike to Ella rock, and helped us planning our trip around.
The rooms are amazingly clean and new with a balcony where u can sit and watch the beautiful river and the little watterfals around (which also great for swimming)
The thing I enjoy the most was the spontaneous cooking class we had one evening...
It's a great and quiet place, 7 minutes with took took to ella's center

I booked a hotel in Paris on Booking.com at a great rate. As I was on the train to Paris from Amsterdam I got an email message saying that my booking had been canceled. I responded that I had not canceled the reservation and needed the room and it needed to be reinstated. I assumed that the message would just go into "noreply" cyberspace, but within an hour I had two personal messages from Booking.com apologizing and indicating that my booking was reinstated and personally confirmed with the hotel. I was impressed with the save -- and I have never had a problem with other booking.com reservations.

I BOOKED A ROOM AT THE HILTON HOTEL ON MONDAY EVENING CANCELLED IT ON TUESDAY MORNING (FOLLOWING MORNING). I WAS DUE TO GO ON THE SAME DAY. BOOKING.COM ALLOWED ME TO CANCEL THE BOOKING ALTHOUGH THEY SAY I SHOULD HAVE CANCELLED 24HRS PRIOR BOOKING DATE. WHY WOULD THEY ALLOW ME TO CANCEL A BOOKING IF I WAS OUT OF THE 24HR NOTICE? I BOOKED ANOTHER THROUGH BOOKING.COM OF COURSE WHICH IS THE REASON THEY ALLOWED ME TO CANCEL SO THEY CAN MAKE MORE MONEY. THEN THEY BLAME IT ON THE THIRD PARTY (HILTON HOTEL) NOT WANTING TO REFUND THE MONEY. I WILL NOT BE USING THEM AGAIN. THEY ALSO HAVE ADVERTISED ON THEIR WEB PAGE AT THE MOMENT NEW DEALS LISTED EVERY DAY FREE CANCELLATIONS ON MOST ROOM! THEY DO NOT TELL YOU ABOUT THE TIME FRAME IN WHICH YOU HAVE TO CANCEL. THIS IS WRONG AND THEIR STRATEGY IS MISLEADING FOR THE CUSTOMER.