Booking.comReviews 4,273

I booked a disabled room 3 months in advance of our trip to a Para Sporting Event. 2 weeks prior to the event I received an email from booking.com saying that they had amended my booking to a family room without asking myself if this was ok! Of course it was not ok as the room is for a full time wheelchair user who can not stand or walk. I was very annoyed with them and asked them to change the reservation back to the disabled room. After being on hold for over 10 minutes I was told that the hotel had no disabled rooms available now. The rep apologised and said I don`t know what else I can do about it now. I asked to speak to a superviser who was hopeless and eventually told me to find another hotel and they would pay for it as they had made the error. After many phone calls later to various hotels I mananged to secure a hotel with a disabled room. When I informed booking.com they say they will now only pay 20% of the cost. I am now seeking legal advise as they broke a contract and shouldn`t be able to get away with it. Needless to say I shall never book with booking.com again and I am spreading the word far and wide!

When my friend and I were planning a trip to Yosemite National Park, we discovered that all of the accommodations within the park were booked solid. Therefore, I used Booking.com's search engine to locate a hotel within a 30 mile radius of Yosemite Valley and booked a lovely cabin in June Lake. Imagine our surprise when we discovered that our cabin was actually located 90 miles from Yosemite Valley, not 30 as indicated on Booking.com. We had to drive an extra 4+ hours round-trip on a daily basis to visit our actual destination. Who in their right mind would book accommodations THAT far away and add THAT much driving time to their trip (not to mention the added cost for gas)? We wound up altering our plans on the last day of our vacation to skip a visit to Yosemite because we didn't want to drive so far yet again. When I wrote to customer service to complain, they stood by the distance noted on their website (because apparently it IS 30 miles as the crow flies) and they blamed ME for not double checking the DRIVING distance. Apparently, we were supposed to pack wings to fly directly over the mountain range, rather than using actual roads to get to the park. I will NEVER use Booking.com again and I will be spreading the word about their lousy and deceptive business practices.

Booked a boutique (91 rooms) hotel in Eilat through booking.com. And when we arrived at the hotel we were diverted to their sister hotel which was a very large 1,000 room family hotel. Not what I signed up for. We were told by the hotel that they were upgrading us. Rubbish we were given exactly the same type of room we should have had at the boutique hotel. It ruined our holiday. We couldn't use the pool due to it being overrun with kids and it was like stepping out into a kindergarten every day and night besides the noise at night in the corridors and next door bedrooms. My son was trying to do some revision (that is why I originally booked a 'quiet' business type hotel). On return I contact booking.com and contacted booking.com and contacted booking.com and contacted booking.com... get the idea. Eventually after anothe 2-3 e-mails, phone calls and constant e-mailing the same requested information, they finally put me onto customer relations who up to today have not contacted me. I phoned again this afternoon and they have decided not to compensate me (they tell me they are impartial but have taken the word of the hotel who say they upgraded me... joke!) the only monies they are willing to pay back are the costs I incurred from internet usage which I should never have been charged for in the first place. I have used booking.com for many years BUT NEVER AGAIN. If you want to book a hotel check them out on trip advisor then book it yourself.

I am a B&B owner, today I received a booking at1.30am for arrival that day when I tried to process it the credit card was rejected, I rang booking.com and asked them to contact the guest and sort out a new credit card, if they could nt do this by 12 noon then I wanted the booking cancelled so I could relet, they refused any form of cancelation before 6 pm and gave me a load of policy rubbish. I rang back at 12 and had another heated conversation where they threatened me with over booking charges if I cancelled and relet etc. I have 5 rooms and 20% of my stock was being blocked, the guest had entered into a contract with me by booking, my terms are very clear on b.com site, false card details, false phone no and an auto reply e mail in native language. They did not turn up and I am out of pocket for the 2 night stay, booking.com not interested, take you money and give nothing back. We the providers who pay their wages are treated as second class citizen. If an alternate booking system was around everybody would jump ship and your flash offices in Amsterdam would be vacant.
I don't expect any compensation from booking.com because they refused to cancel the booking and stopped me from having a reasonable amount of time to relet

Reserved apartment during May 2014 for September 2014 with offer of free cancellation up to 7 days prior to stay. Tennyson took 20% deposit the following day. Had to cancel apartment 2 days later. Raised issue of no deposit refund with booking.com on 7 June 2014 and their Ray Ali, Customer Services, advised that Tennyson should refund with 7 to 10 days. No refund received to date. One star rating for both Tennyson, Lincoln and booking.com

As a hotelier i never had any kind of problem with their customer service, they are always ready to support us, and our account manager is always replying our emails
I agree that they have to give us an opportunity to reply to the reviews i would like to advise all customers to make a lot of searches about the hotel before they book a room
And always read the policy
There is a lot of reviews about the cancelation and credit card charges, before you book your room there is an information about your room type and cancelation policy, they are not cheating you the fact is your are lazy to read, you are choosing the lower prices which is assigned for non-refundable reservations type without reading the big sentence ( pay now non-refundable)
If you are not sure about your trip dont choose this type of reservations policy

I booked 2 hotel stays tonight, but realized almost immediately that the second one was in error and within 5 minutes I cancelled the 2nd booking well within the time limit. I received an email cancellation confirmation, noting that I would be charged the full price of the cancelled 1 night stay. Disgraceful! I immediately called the hotel (Fairfield Inn in Vicksburg) and the desk clerk confirmed the cancellation and said the charge wasn't theirs, but was Booking.com's. I then called Booking.com and the rep claimed it was the hotel's charge. When I stated that I had already called the reputable hotel and they had denied this, he put me on hold for a minute then came back on the line to say I wouldn't be charged. I will be looking at my credit card statement very closely to make sure that I'm not! I felt that he initially was refusing to refund my money, and for this reason alone I would not recommend booking.com.

I depended on the star rating to book a hotel in Virden, Manitoba through booking.com.

The star rating was 3; when I arrived and stayed there, it was obvious that it was a 1 to 2 star hotel with a gravel parking lot full of potholes, the front window of the room had a hole in it patched with peeling transparent yellowing tape, the towels were blue (generally easier to see if white towels are clean), the room decor was 1950's or 60's, etc. The 'breakfast' consisted of a loaf of bread laying on a table, with some boxes of cereal, paper bowls, and a jug of milk. I didn't bother.

I relied on 4 things to make my booking at booking.com.
1) The star rating which I assume is going to be generally accurate plus or minus 1/2 a star rating
2) The reviews from previous customers
3) The price
4) The photos (which are often misleading)

So I didn't expect the Taj Mahal, but I thought that a 3 star rating would be reasonably accurate and so I risked booking through booking.com

NEVER AGAIN.

My experience with customer service showed me that all they are permitted to do is mouth platitudes, and parrot the party line.

"The star rating is supplied by the hotel owner, sir"

O. K. But hotwire asks me if the star rating is too high, too low, or just right. Could you do that in future?

"The star rating is supplied by the hotel owner, sir... you should have relied on the guest reviews, not the star rating'

Yes but could you post information to that effect beside the star rating? Something like 'the star rating is supplied by the hotel owner, and booking.com does not verify whether this information is correct or not'.

"The star rating is supplied by the hotel owner, sir"

THANKS. I GIVE UP AND WILL NEVER USE YOUR SERVICE AGAIN.

Thank you sir. Have a nice day.

I booked a hotel in Orlando, Florida called Holiday Inn Club Vacations at Orange Lake Resort through booking.com. It looked very nice and we really liked the fact that they had a lazy river to relax in. I couldnt believe what i saw when i arrived there, it was like joining in on a hurd of cattle. The line was horrible waited 30 mins. To check in. Then we finally got the room, had to jump back in the car and drive 11/2 mile down the road. The building numbers were horrible to spot, it was a maze to try and find the room. Get to the room to find out it was dirty, had food on the floors and table, stains on the sheets. I was totally disgusted with this place. By that time i just really wanted to go back home! Called the desk, they said they would send someone, we sat and waited for an hour still no one... we then left and went to get our refund for the room. Get to the desk they tell us that we have to call booking.com to get our money back. I said it clearly states that you are the ones that charge my card so i want my refund now. 2 weeks later no refund... call the bank and clearly shows that they charged my card, the hotel... called them gave me the run around saying it shows we stayed the night and that they had no other information. Disputed through my bank. Now going through an investigation. So i hope they realize that fraudulant activety only goes so far. I know a lot of people in florida word of mouth goes a long ways! Never again will i book through booking.com or think of even staying in that disgusting place.

My family and I were traveling through Pierre, South Dakota and did not expect deluxe accommodations. However, we booked a suite at one of booking.com's recommended hotels, Capitol Inn and Suites, for $165/night. We did not even enter the room. This is not a hotel. It is place for prostitutes, drug dealers and other derelicts who "live" in flea bag motels. The stench coming from the check in desk was disgusting. We did not feel safe. We were so revolted and were getting so many strange looks from the crack addict residents that we departed the property immediately. I called booking.com to let them know of my experience and they told me that they could not help me other that to ask the place to refund our money. Of course, they said no. Booking.com essentially told me they were sorry and could not help me. I have never had an experience quite like this one and I am really disappointed that booking.com could not find us another place and/or refund our money. They also asked me to send photos. I could not really take photos of the clientele without permission and you cannot photograph stench. Seth, the person who took my call, told me the photos on the website looked fine to him. I also emailed booking.com and they asked me to submit photos. If they were to look at my history with them, they would see that I have booked numerous hotels through them and I am a regular customer who has never complained. Poor customer service from booking.com. Never again will I use their site.

I recently posted about a refund for charges that I shouldn't have accrued. You will see that booking.com immediately responds to every and all complaints on this review website. An agent for booking.com always states that he/she would like to investigate further, blah, blah, blah. Upon "investigating further" for my issue, they kept contacting me asking for the same information I had already sent more than once. They then responded with a lengthy email stating how the fault is with the hotel (and booking.com washes its hands of the situation). Now, I only use booking.com to see how people review the hotels and what rooms are available. I highly recommend anyone to do as I do; book a hotel by finding its website and contacting the hotel directly.
Right before traveling in November, I clicked on the hotel where I was planning to stay to view the most recent reviews. I was nervous seeing a message on booking.com that stated in red letters saying Upon arrival, the hotel owner made a joke saying that he was glad I was officially the last guest that they would have who had used booking.com to make a reservation. They no longer associate with booking.com. The hotel had even upgraded my room and after my week's stay, they drove me to the airport for no extra charge.
Book directly with the hotel. The small "mom & pop" hotels will be grateful.

The hotel site says FREE CANCELLATION UNTIL (date listed is a month away). BUT once I received confirmation, the booking.com email says NO CANCELLATION accepted.
So now, I pay for a room that will be re-booked and both the hotel and booking.com make money while I pay for a room I cannot use. This is clearly very dishonest business practice and served up with an expressed of care and concern that is only surface deep.
BEWARE of hotels using booking.com and BEWARE of booking.com.

NEVER BOOK THROUGH BOOKING.COM EVER!
We booked a room in a Florence, Italy hotel. The A/C went out in the whole hotel and had been out for 4 days before we got there. It was 95 degrees outside and even hotter in the room. There was a line in the lobby of people trying to leave! This wasnt a question of luxury. The rooms were unbearable. Booking.com offered only 20 percent refund and no help paying the difference for another hotel that we had to move to. Another girl at the same hotel booked through EXPEDIA and was refunded, they helped her pay for the next hotel AND gave her $125 CASH. This is no joke. And what does booking.com offer? 20 percent? And they say it was because Expedia works differently well obviously they work better. I will never book with Priceline or booking.com ever again. I am now in a foreign country out hundreds of dollars and unable to afford nice luxuries like food. I hope this review turns away as many of you as possible. I can't believe that booking.com can't afford to refund two college students.

We were booked in to a hotel in Vienna and we discovered through reading reviews that it was complete trash. We then decided that we wanted to cancel our booking, however when we pressed cancel booking it came up with this rubbish about how you had to sign in and even when we did it gave no instruction what so ever about how to actually cancel without speaking to the hotel itself. This website is a swindler, lier and the biggest load of rubbish ever to be connected. Do not book anything from this, or you will suffer the consequences

I was advised that my hotel in Prague would be charged according to the daily rate. But my card was charged on the day of the booking, and considerably higher than the exchange rate could have been. When I complained to Booking.com, they replied that I needed to understand the Hotel had bank fees. But my bank fees were an extra amount again. I have gone from a good customer to someone who won't use Booking.com again due to lack of transparency and publishing of false or outdated exchange rates.