Booking.comReviews 4,273

Booked a room for Today the 26th of September, during the finalization online it changed my room to last friday the 19th of September. Now they will not do anything to help me, I dont want a refund just want a place to stay for the night before my wedding. As a business owner this is the most ridiculous customer service I have ever heard of.

I am a bit frustrated with booking.com recently as I have been using it for years but last year after booking some German hotels my card details were stolen the next day and used on a bunch of German transactions which resulted in me having to cancel the card.
I just think the way they hand over the card details doesnt protect the customers from fraud.

Despite this I went back to booking.com and gave it another go but had two bad experiences with hotels and I wrote a genuine albeit negative review based on my experience, but it is yet to be processed which makes me suspicious of their tactic to filter out bad reviews because essentially a bad review could result in them losing a commission.
If they can't handle the reality of honest reviews then they shouldn't advertise their website on the ethos of it being genuine reviews by real people... because its edited to suit their own agenda.

First few times I used them I thought they were fantastic. Straight forward OK cheap accommodation. Then latest dealings terrible. If you need to change, cancel enquire or check something its impossible.
Ended up in terrible accommodation, cancelled just inside the cancellation period still been charged and no refund.
Not worth the effort. Saved about £20 on my successful stays. Lost about £90 in clerical errors and no 'customer service' to deal with problems.

My complaint is about 1) truth in advertising, and 2) why we were not allowed to review the B&B in question through Booking.com

1) My husband and I, and another couple, booked a B&B through Booking.com which turned out to be a disaster. How does Booking.com check up on small, private outfits who offer such intimate accommodations as a B&B in a private residence? We booked these two rooms based on reviews and professional photos left on Booking's website. However, that could not have been more misleading. Does anyone ever go out to check on these places?

2) When I tried to review this establishment on Booking's website, I found that it was no longer on my list of bookings. It had been taken down because, I supposed, we never got to stay. However there is a reason we did not stay, and that is what I would like to report.

We had a disturbing encounter with the Inn's proprietor, who threw us off the property, leaving us stranded in the middle of a country road. We phoned our friends (who were on the road and had not yet arrived) to warn them to stay away and meet us in town because we needed a plan B. After some phone calls to Booking.com explaining our situation, Booking did not charge us for the room, but our friends were charge because according to the Innkeeper "the friend did not show up to see for himself". This is most bizarre. Our friends booked the room on our recommendation which was based on Booking's review. If Booking accepted our explanation and did not charge us for the room, why charge our friends? Did they have to drive all the way out there to see what we saw, and be subjected to the same treatment we were subjected too?

I would like to state that we have nothing to gain by discrediting this or any other outfit. We have traveled quite a bit and stayed at some very nice places, others not so nice, but we have never felt threatened in this way. In hindsight, we should have called the authorities.

I recently stayed at the Dorint Wiesbaden which I had booked through Booking.Com and it was the worst hotel I had stayed at in many years mainly due to the facilities not matching the description on the Booking.Com website. I wrote a negative but professional review however Booking.Com will not publish it and one can only assume that they only make public those that are not too critical of the businesses that use them. The Dorint, for example had a 8.3 rating which did not come close to my opinion and it now makes sense that only the more positive reviews are published.

I have been using booking.com for ages as a reliable web but now I realise that everything was a fraud. When I gave positive reviews everything was fine, but last month I had a bad experience in France and I have been ignored by them. So I wont trust any longer on the comments or reviews about the hotels, they only publishes what they like or maybe they have an agreement with the hotels in order to give them the right to block undesired (although real) experiences. Its a shame. David

Booking.com is a horrible website that no one should use! We had nothing but problems due to this third party agency who is there to make the customer experience better. To start with the hotel could not locate our reservation, so much time was spent online with Booking.com customer service reps. When we checked into our "double bed" room with 3 occupants we walked into a king. Another party in our group with four adults that also needed and indicated a "double bed" room was then placed into a king. The hotel indicated that because of booking.com's website we could not get double rooms. That even though the site specifically asks what room type, the customer ultimately has no choice in which rooms they get. In a sold out hotel after a baseball game, not many accommodations could be made. DO NOT USE THIS WEBSITE! Spend the extra 10 dollars and book direct with your hotels. It will save you in the long run

Terrible site. I am a renter who removed my listing from the site because they did not leave our descriptions but rewritten them so that they do not explain the property as accurately as I wish and even worse is that they do not stick to the terms and conditions from the contract so it is bad, unprofessional and unsafe to deal with them.
Stay away

I believe that booking.com needs to better evaluate their affiliates and place a more accurate information of the same. For example, many of the hotels i booked through booking.com the facilities did not resemble the description. The fotos were embelished and the star ratings ie 4 star ratings were inaccurate. I will bevery carefull using this service in the future. In fact, many of the hotels did not live up to the Garantees made or informed by booking.com. Acuracy of the information provided on the affiliates is less than 35%, therefore, not reliable. Do your homework to improve client confidence.

We booked an apartment on Booking.com in Morocco for four of our wedding guests (two couples). It was the worst accommodation experience I have ever had. The man in charge of the apartment (Appartement AbouTarik – do NOT stay at this place) lied to us about everything from the start. It all started from the moment we reserved the apartment, but I'll cut out some things to keep it brief. When we arrived with our guests, Tarik said we had to pay more money than on the confirmation from Booking.com because we (according to him) only selected two people for the reservation, but four people were staying there. However, it states explicitly on our confirmation that we reserved the apartment for up to 8 people – there was never an option to select the number of people. But he wouldn't budge and refused to call the Booking.com customer service. We couldn't back out of the reservation because then Booking.com would charge us the full price (if you cancel after the 7-day grace period before the start of your reservation, you pay the full amount). We were locked in. I contacted Booking.com after the fact, but they have done nothing but support Tarik. I have been corresponding with Booking.com customer service for over three months. They initially stopped contacting me, but then offered me a refund after I contacted Consumer Affairs. However, they still have not sent me the refund. Every email I received from Booking.com was from a different person who was not familiar with my situation (half of them in French and half in English). In the end, Booking.com has done nothing but prove to me that con-men can operate on their website and Booking.com supports them instead of their customers. If you have problems with Booking.com, they will do nothing. They will give you the run around and your correspondence will never be with the same person.

I completely agree with comments about review posting - a negative review of mine did not get published. I contacted Customer Service to request information if something was wrong with what had been written and they didn't even care to reply to me.

I've been a good customer of booking.com over the years. Almost no complaints until this summer. I have a reservation to a hotel in Rome, B&B Ajroma for 2 days in July 2014, but for some reason, i have to cancelled it because i was ill and need to seek emergency attention. The email about cancellation from booking.com clearly stated that i only need to paid the first night. I understand the risk and no problem at all, until i look on my bank account and the hotel charged me the whole bill. In the first 2 weeks after i reported, booking.com and B&B Ajroma has understand the mistake and they promised me to refund the money. I waited patiently, but after 1 month passed, there is no money transfer at all. Then i asked again. Once again, they told me to waited patiently and they also said that in the day after they will send me the proof of transfer from B&B Ajroma. After 5 days passed, no news. Then i have to asked again. And still no news until now.

The problem getting more complicated for me, because i need to back for good to my country and i need to close my bank account in France. So i need to know when they refund my money.

And i really getting my nerves, and i feel betrayed since i am a really good customer for them :(

My booking with this company was a disaster. An employee at the front desk said "you paid more than just about anyone staying here". When I called to ask for them to honor their "guarantee" I got a well rehearsed run-around. I paid close to $60.00 more than than if I had just walked in off the street.

Terrible service! They didn't take care of us at all! The first hotel was dirty, so the hotel attendant gave us another room, which had drugs in it. We winded up not staying in the room at all, and instead we winded up sleeping in our car. When we called booking.com to tell them, they refused to give us our money back. Mind you, the hotel doesn't get the money until check outso when we found out what the rooms looked like, we called and reported tI, but tI wasn't nenough for them. By the way, do not go to Western Inn hotel of Pensacola, Florida!

Agree with other reviewers - good reviews are posted immediately negative reviews just disappear. How does this give a balanced view?

DO NOT USE WWW.BOOKING.COM they remove your reviews on any hotels if your review is negative - This site has no credibility :(

Do not use... it is a ripoff... they do not tell you until u cancell u are going to be charged whatever they want I booked a room in Destin fl. Within 15 min. A room with ocean view came available so I changed rooms n canceled the first one received an email I was charged 178.00 for cancellation. Did receive an email the next day after I replied that it was a ripoff that I was not being charged ok thank you... but now 24 hours later and n 6 weeks before arrival date I have had to cancel because of a family situation happening the week we were going n so I cancelled so somebody else could rent the room and now I'm being charged 216.00 for this cancellation the arrival date is 6 weeks away not like its this week... in my opinion its a ripoff I have used tripadvisor... bookit... vrbo... n yes sometimes things come up we cannot control but iwill say I have never been charged a full night rate for cancelling so I gues they double there money because I know it will book again... I would not recommend this site and from the reviews I have read after I did my booking not very many happy customers lesson learned stick with who know n always read reviews first!

Booked a hotel via booking.com. It was 4 stars hotel in London. My 1000 pounds, my two leather bags, my local currency all were lost in this hotel.
I had only 20 pounds in my pocket. Thanks God i had put my credit card in my travel handbag. So my credit card was not lost. All the others i was saving in my hotel room.
I had to cancel my holiday, had to buy another ticket to fly back to my country one week before. So i had to pay again for ticket. All my holiday in London was a trouble.
I had no idea how would i return to my country back, if i didnt have credit card with me. It is a big disaster.
When i told this to the workers of the hotel; they didnt do anything. They only said they were sorry. This hotel caused a big trouble but they didnt interes. I told the story to booking.com. But the person from customer service team closed the phone. I rewrote emails many times, but they wrote and showed me they were not willing to do anything for me.
I wrote my comment about the hotel, but Booking.com didnt publish it. They behaved as the lawyer of the hotel. They didnt want the other customers know the fact about the hotel. Because booking.com only accept the positive comments about the hotels.
The people choose the hotels according to this comment. So nobody will know even if this hotel is 4 stars hotel; there is no safety in this hotel. It is Rathbone hotel -London
Think twice about the hotel comments if You still want to book via booking.com which i cannot trust anymore.