Booking.comReviews 4,273

Had a terrible experience with both booking.com and the Pousada Aquamaster in Brazil. First we were rejected from another Pousada in the area because they refused to take our teenage kids. Then under the impression that we had a free cancellation we were given the Aquamaster as an alternative by booking.com without knowing that this time there was no free cancellation. We then found out that the room was for parents with kids under 5 and then go to cancel but are charged a US$350.00 cancellation fee. After extensive discussion with booking.com and the Pousada Aquamaster they still refuse to waive the fee despite the booking being a year away during the time of the Rio Olympics. Don't trust these guys.

Have used booking.com a couple of times. However, the last few times I have gone on line directly to hotel websites, and to get better rates. As an example... Booked a hotel in Trim, Ireland two days ago for €85 while at the same time, the booking.com rate was €106.
I get various advices from booking.com such as 'lowest rate' 50% discount etc?, special rate €25 etc. Etc. But when searching the available hotels, none of those statements are true, even on the 'offers' via booking.com.
In Ireland at least, you will get a hotel room cheaper directly from the hotel either on line or by phoning.

Having booked through booking.com.

I paid for my accommodation but then got charged all the taxes and fees upfront. The terms clearly stated fees and taxes to be paid on arrival. I had a huge argument with the hotel for over a week and 30+ emails. They said take it up with bookings... I went straight to booking.com and they said full payment is due on booking... I said READ YOUR TERMS CAREFULLY..."Taxes and Fees to be paid on Arrival" after a long hard battle and threatening of legal action. They said yes you are right we will change our booking terms having deciding to go legal to claim my monies. They have now changed ALL terms on the booking payment policy... A customer services Team Manager who I cannot name to shame said she would give me £35 Goodwill and a refund on the 31st July 2015. Since then... I left it 3 days hoping payment would arrive but nothing, not even an acknowledgement. I have e-mailed Booking.com 12 times as they still to this date have failed to reply back or acknowledge my emails and have failed miserably to pay the £35. The other taxes paid cannot be claimed back as Booking.com said the hotel "won't allow it"... Not my fault... but Booking.com... I have gone overdrawn on 3 payments because the taxes/fees were close to the £140 mark. Absolute disgrace!

I have also called Booking.com and once I have given my name and account details, they put the phone down... ABSOLUTELY DISGUSTING BEHAVIOUR... I believe this is a racial issue. Why on earth would they not reply back having given them 2 weeks to return emails/answer my calls correctly.

Avoid this so called legal booking company at all costs. Horrendous Horrendous Horrendous
The matter has gone legal and I have an open case against them which I will win according to my solicitor. Please do not use this company... hopefully this e-mail will make you think twice about booking with booking.com DON'T DO IT!

Booking.com. Please don't even try and reply to this e-mail to make you look like you care... You've had 2 weeks of opportunities... 1 Phone Call and 12 e-mails to reply and help me retrieve my monies. THE MATTER IS NOW LEGAL.
You are ALL A DISGRACE and should consider protecting your customers first instead of feeding your own pockets!
Ranked No: 1 Worst Booking Company on hotel booking ranking website 2015! Well Done! Had I checked this out first I would never have booked with you!

A hotel was advertising availability on the night I booked. I couldn't get access into the property and was advised I would be charged my full fair for a no show. Stranded I went to a nearby hotel which luckily had a room available. Bookings.com refunded my fair. It is a shame that fraudulent or untrustworthy hotels thwart the system with bookings.com - I recon it is the actual hotels and not the third party that is to blame for most negative reviews on bookings.com

Beware: booking.com prices look lower than on other websites, but in fact they are MUCH higher, as booking.com EXCLUDES taxes from their "final" prices. For US residents it might be no surprise, but in most of developed countries price is always final, with all taxes included. I am not sure how legal it is for booking.com not to include taxes in prices displayed outside the US, but anyway, final price is higher than on agoda for example. No more booking.com for me, and I hope it saved someone $$$.

I've used booking.com a number of times before, with good results. I like that reservations may be changed or cancelled with the click of a house. I think their prices are relatively reasonable, as well.

However, I just got burned. In looking for winter accommodation in Florida, I reserved a few weeks at Grand Lake Resort and Lifetime of Vacations. I provided my credit card information, as usual, to hold the reservation which was "RISK FREE", "FREE CANCELLATION". Never in the past was I charged in advance, but imagine my surprise to find that $3,000 had been put through immediately, as a "deposit" on my booking!?! This is NOT what I'd intended for a booking 6 months away, so I cancelled it immediately. Although booking.com did help me get a refund, I'm now out of pocket $220 for absolutely nothing in return, You see, Canadian banks charge one U.S. exchange rate for charges made on credit cards, but one considerably less for refunds, resulting in a $220 penalty! The "Customer Service" representative at booking, com was very rude and abrupt, advising me that I should have checked the Terms and Conditions on my booking that state that the charge may go through at any time after the booking. In checking, yes, it did state that on the Confirmation Notice, but at no tine at the time of booking did it indicate that. So, with the confirmation notice coming after the booking, it would have been too late anyway when they charged my card immediately. They argue that it's a Banking issue, which I "get", but WHY such a huge "deposit" for a booking 6 months into the future, especially when it was still eligible for changes or cancelling? They wouldn't answer me as to what their policy is on that... the man hung up on me! As mentioned, I'd used them before and wasn't charged until I actually stayed at the hotel. Needless to say, I shan't use them again for anything other than a last minute booking.

We stayed at the earls way hotel, this hotel needed some work and refurbishment. The rooms that we stayed in had problems in them.my sons stayed in a twin room and 1 bed was broken my husbands and my room had a broken toilet seat and both rooms needed a good clean plug sockets coming off the wall and generally dirty. We cannot comment on breakfast has we left 1st thing has we didn't want to eat there. Towels had to be requested from the reception and their pet dogs were in the so called bar area 1 being tide to a chair, the television wAs to loud to have a conversation the manager/owner was not that helpful or couldn't be bothered. The coffee tea sugar we're all of poor quality and cups in the rooms unclean. I will not be taking my family back to this dirty hotel!

The hotel I stayed at refused to refund me... the accommodations were less then accommodating... Bedding was dirty, bathroom floor was never cleaned and the air did not work... moved to another room where the bathroom floor was never cleaned, and we got locked out of our room, then discovered it was infested with ants upon checking out! Hotel is denying moving the room and denying that we even complained! Booking has done NOTHING to help! Now I had to file a claim to dispute charges with my bank... I hope and pray that I get my money back... Im sure they liars at the hotel will lie some more!

In which sector does a broker gets 20% of the revenues when connecting demand with offer? Booking.com!
In which sector are clients, the hotels, treated like small children, who should be happy wight he guests booking.com sends the? The hospitality sector.
In which branch are clients, m who don't pay or don't show up. Still; enabled to write a review about their customer experience? Booking com!
In which branche are protests against this kind of stupid reviews in vain? Booking.com!

In short it is time to think about an alternative for booking.com and to combine forces...

It is not the first time I have problem with the customer representatives from booking.com. They seems like provide customer service regarding the booking, however, they are unprofessional, sometimes impatient, and rude, and the worst thing is they misunderstanding what we are saying and make our bookings worse! I recommend to communicate directly with the hotels, as booking.com is only a agents who gets lots of money but didn't provide good service!

After using Booking.com for several different hotels- one supposedly a four star, the other supposedly a nicer hotel- I can't recommend them as a trustworthy resource. It's pretty obvious that reservations are NOT guaranteed. It's also obvious that Booking.com sells the crappiest rooms that a hotel has and calls them "discount" fares. At the four star hotel, my Booking.com room was in the wing of the hotel that had not been renovated, was filthy, and hardly luxury accommodations! I won't be using Booking.com again. I can't trust them. Currently sitting in a noisy, cheap, dirty hotel that was supposed to be nice! Never again!

In June I stayed at Casa del Capitano (*******) in Massa Lubrense, Italy. On my return I complained about the 'check in' procedure which basically was being left stranded in a deserted garage for well over an hour with 2 young children late at night. In the end I felt that I had little option than to book into a hotel as I was unable to contact the representatives although I rang them over 40 times.
The level of customer service I have since received from booking.com in regard to my complaint has been disgraceful. They are unwilling to offer a refund for the hotel or a nights stay at the villa. In fact I feel that they think we are lying about our experiences. I would advise anyone who is staying at this villa to arrange an early flight and arrange to collect keys from an office. We are also being discriminated against as we made our complaint on our return, we were away for 1 week, had limited wi-fi, what do they expect you to do? On this occasion the company they represent are Feeling Italy whose customer service again has been a disgrace, their representatives are among the most unhelpful I have ever met, they barely spoke and when they did it appeared their English was limited, no apologies were forthcoming. The whole process is appalling & needs some serious thought both by Booking.com and Feeling Italy. I won't be using either of these companies again.

In January I booked 4 rooms through Booking.com for a show at the end of May. Great, received confirmation of the bookings. Two days before we were due to arrive at the hotel I received a message saying they only had one room! At this late stage it was difficult to find further accommodation but I did and had to pay nearly £600, but this also meant that the party had to be split up. At the last minute the original hotel informed me that they had some new rooms and they would get three ready for us. Bingo, or so you think! This hotel was great, they helped us and no arguments with them. The mistake was Booking.com. Now they are refusing to refund the additional costs saying it is now too late! NEVER USE BOOKING.COM. THEY GRAB YOUR MONEY AND RUN, DISGRACEFUL COMPANY.