Booking.comReviews 4,274

I have used Booking.com a lot and have had mostly good experiences... until I needed to deal with their absurd customer service. We booked a hotel in Pierre and got there only to find it was full. We called them and they booked us another one across town, which turned out also to be full. A booking.com agent talked to the desk at that hotel and that desk manager then put us on the phone with the booking.com agent. He told us that the hotel would give us a suite, we would pay the suite price right then but that then booking.com would refund us the difference between that suite price and the price of our original room. Months and many emails later, still no refund and only cut-and-paste replies from customer service. This should have been an easy one for them to get right.

Booked a property for 5 nights through booking.com. Had to check out after 1night due to the death of my mother. Contacted the host and he was not apologetic at all and said no refund. Contacted booking.com customer service and they said that their policy clearly stated that I was entitled to 50% of my paid booking back, however it was ultimately up to the host. Booking.com requested all funds of paperwork and drug this out for almost a month and then replied with basically, sorry the host said no, and left it at that. This was my first and last time booking through Booking.com
Had I known that they have no recourse to the host not doing what they advertise, I would have never booked through them in the first place.

Completely unhelpful when attempting to get a refund when it was impossible for me to attend this booking due to flights that were cancelled due to weather. Told me to contact the hotel directly. Did that and the hotel (rightfully) deferred me back to Booking.com instead. The company ignored me for several weeks at which point I issued a chargeback which Booking.com had reversed. "No refunds" was their excuse, regardless of the circumstances. This is a parasitic company that provides 0 value to the consumer and simply leeches a profit margin on top of the hotel cost. I would rather sleep on the sidewalk than ever do business with this company again.

I am unable to use their customer service website to leave a message regarding my promised (by the property) partial refund. It has been 28 days. They are blaming it on the property. I'm getting ready to dispute the charge because there is no reason it should take this long. When you go to booking.com/help, all it tells you is you don't have any messages but it will not let you write a new message. It takes 20 or so minutes to reach anyone by telephone since you cannot connect to live chat even though they claim to have it. When you reach someone, they are at a call center somewhere with a pretty thick and sometimes hard to understand accent, and they tell you they're waiting for an email from the property and it seems to me if I can't write them a message, probably the property also can't and that's why. And they expect you to finally give up and go away without a refund.

Never again will I use booking! Gross misinformation, supposed to be ocean front hotel, NOT; rebooked once at destination, supposed to be oceanfront, NOT. Supposed to include breakfast and dinner, NOT. Paid double more and still have not gotten close to what was booked. Spent five hours still not. NEVER AGAIN

Twice I tried to get a price match for 2 different trips over a years time. This time I sent the link as requested for the same stay and room. They said they were not able to see the link I sent. Or the site. I am very disappointed that they dont even offer a complimentary discount after spending 55 minutes on the phone with them.

Upon arrival in our vacation area, we quickly realized that the car rental had been booked in a completely different city and state. I called and cancelled the reservation with the car rental service that said they would notify Booking.com. And we would be receiving a refund, since we were not renting that car. We rented another car in the correct location for transportation. We returned home and I began the process of notifying Booking.com through their website of the cancelation/request of refund for a service that was never provided. Their website gave me an error code each time I tried entering my information. I then began emailing their support team about these issues, providing all information, requesting multiple times for a supervisor to call me to get a refund because I could not get through the phone systems or submit my claim online. I was given the run around being given numerous different numbers to call, being hung up on by their system each time. My reservation number now did not match their system. I tried using both my airline reservation details and car rental details. Finally, I was given an international number to call, which routed me to a French phone number and received the same phone numbers and online reporting system. I was then notified by my cell phone service provider that I was being charged $98 for calling internationally. After this frustration I filed a claim with my credit card company. Now a month later I received an email that Booking.com knew of the cancelation but were NOT issuing any refund. Booking.com was notified on 8/12/23 that the car booking was cancelled, and NO services were provided. I simply wanted my $427 back but ended up losing another $98.
Even if I did put a reference number, I'm positive they will not care.
NEVER USE BOOKING.COM. COMPLETE NIGHTMARE AND THEFT!

Everything went wrong with this platform, I was never able to communicate with them.Customer service ask for pin #.to talk with them…we never got that so we sent a text message,emails but they never answered.it was not the hotel that I chose...the photos are very different from the hotel that we had in Tampa, Florida...very low in quality... The car we rented in Fort Lauderdale (airport)...was canceled by the Ace rental car company and they charged anyway to our card for this service that we never used...for this and much more never ever with booking.com...they do not take good care of you when you have problems...never again with them!

If I could leave 0 I would. We booked our wedding anniversary on booking.com and had to leave after one night because the property was so disgusting, despite their 9.6/10 rating from booking.com, which I am pretty sure was mainly from fake reviews. The one guy who complain received an aggressive response.

We cut our trip short, having had it ruined by this experience, and never thought it would get worse. I have spoken to booking,com customer services at least 3 times over the last 10 days to try to get a refund. So far they have offered me 20% of my money back. The last time, bearing in mind ten days have past since first contact, that I would have to wait another five days and they can't release a refund without the property owner's permission?! She just kept repeating 'wait another five days wait another five days wait another five days' and when I asked to speak to a manager she put the phone down on me.

Seriously, use ANY other platform but this one. I still don't have my money back so I cannot book a belated anniversary to replace the first one (we just came home), and I will never, ever use booking.com again.

Dear Booking.com Customer Support Team,

I hope this message finds you well. I am writing to express my profound disappointment with the recent experience I had while using Booking.com services. As a loyal customer, I expected a seamless and trustworthy booking process, but regrettably, my recent encounter has left me dissatisfied.

I made a reservation for 3bedrooms house through Booking.com on 10/09/2023. Unfortunately, my experience with the accommodation did not align with the information presented on your website. The property's listing featured several inaccuracies and discrepancies, including false advertising of amenities, misleading photographs, and an inaccurate description of the property's condition.

The most concerning aspect of my experience was the fact that the accommodation failed to meet the standards promised on Booking.com. This included a significant discrepancy in the quality, cleanliness, and available amenities. Despite addressing these concerns with the property owner, there was a complete refusal to acknowledge the issues and provide a suitable resolution.

I understand that discrepancies can occasionally occur, but the lack of cooperation and refusal to address the situation by both the property owner and Booking.com has left me deeply frustrated. I expected a more customer-oriented approach from a renowned booking platform like Booking.com.

I kindly request a thorough investigation into this matter and urge Booking.com to take appropriate steps to rectify the situation. This may include providing a refund for the subpar experience I endured.

I genuinely hope this feedback helps improve the quality of service offered by Booking.com. My intention in sharing this experience is to ensure that other customers do not encounter similar issues in the future.

I look forward to your prompt response and a resolution to this matter. Please feel free to contact me if you require any further details.

Thank you for your attention to this issue.

Sincerely,

Dr Emeka Chuku

I've made several hotel reservations through the southwest app. It is apparently a third party setup which means booking.com is responsible. When doing so it's reset the date on me to a date that I didn't just input. So several times I've had to cancel the reservations which in turn means I pay the cancelation fee. I spoke with management "Jaime" who accused me of lying, yelled at me, interrupted me, spoke over me & was not professionalin anyway whatsoever. This woman has had very little training on working with the public. Never have I experienced such bad customer service.
Same day, it was actually within minutes of our 1st and only conversation she explained to me that she had reviewed my interactions with the app and there's no glitch. At this point I informed her I have video proof as my husband had recorded it. She asked me to send her my video, of which I did. At this point I haven't received anything in regards to a refund of my cancelation fees.

I tried to book a reservation at Emporia VA. They charged our credit card but never sent us a confirmation number. Tryin to get a hold of customer service is a nightmare. This company sucks, stay away from them.

We booked a room for a weekend get away and we were deceived by booking.com's photos of what they were offering. The hotel was nice and the front desk was amazing. Now to the room... When we booked the room there was photos of a spa tub in the room and much larger room. We checked in and went to our room to where to our dismay was not what we booked. No spa tub, room was smaller and didn't look anything like the pictures. We dropped off our stuff and headed down to the front desk to ask about the room change. Showed the photos of what was on booking.com and was told they don't have any rooms that are even close to those pictures. I explained the situation and understood it wasn't thier mistake. I called booking.com and when I finally got a hold of someone she was not listening to anything I was trying to explain to her. Everytime I stated that the room wasn't what was presented to us on the site. She kept repeating that she could refund us and try to find another room somewhere else. I kept trying to tell her that we paid for a room that wasn't even close to what we are in. She called the hotel and kept trying to tell the front desk we were asking for a handicap room...um what. No we wanted the room that you rented us from the photos from your website. She kept trying to put it back on to the hotel which was not right at all. The hotel was so amazing to us. All I wanted was for booking.com to stand behind what they showed on the website and not deceive anyone else. Just feel cheated since we paid a good price for a room and got a totally different one. The photos are from the website and the room didn't have any of this at all. Very disappointed with booking.com. Shame on you

I stayed at a motel that was booked through booking.com from motel with substandard they refunded me one of the two nights that I stayed due to issues at the motel I have yet to receive my money from the booking.com motel has refunded them I have had to make new respond calls to speak to many supervisors and have yet to received any satisfaction. If you deal with these people be very leery I will never use them again