Booking.comReviews 4,274

I booked a motel through booking.com. The motel overbooked and cancelled my booking but still charged me for the night. I reported it to booking.com who refused to refund me, referring me to the motel that ripped me off. The motel refused to answer my calls and emails. The result is I'm out of pocket $130.00. I will never use booking.com again.

We booked a room when we arrived the hotel was beyond unsafe and gross people shooting up in the stars ways the cops came several times to different rooms...our sink was leaking all over the floor amd was clogged. We checked out and when asked for a refund for the the remaining days they said we had to go to booking.com well we have been fighting with booking.com for day countless hrs and calls to get no where. Worst customer service will never use them again

Do not EVER use this company! I booked a 2 night stay, 8.5 hours from home, only to arrive at 1am and find that the hotel no longer exists. My husband, children, and I had to find alternate arrangements in the middle of the night. The same hotel brand and room type was twice the rate by this point. After 2 days, they attempted to refuse to cancel my reservation without a penalty! After finally getting this done, they refused to reimburse the difference between my hotel stays, stating that they could not reimburse me because "the Booking.com resevation was for 3 adults and 1 child, while the invoice from the other hotel shows 1 guest." Nevermind, the fact that it's the same hotel brand, same room, type, same dates, same city, booked by the same person. They could not produce the policy preventing them from doing the minimal descent thing, so I've gotten my attorney involved. TRIP RUINED! 24 HOURS after returning home, and I'm still dealing with this digusting company! PLEASE safe yourself the hardship! DON'T DO IT!

I booked an overnight at econolodge with canceling anytime through booking.com. 24 hours before my stay, I had a medical emergency and canceled my reservation. Booking.com charged my CC and refuses to refund the charge. Not an honest company.

DO NOT USE THEM. Had written confirmation with taxes, etc. in the price. Hotel charged about 10% more. Before I agreed to pay the extra amount, and after several calls to booking.com, I reached someone who said I would get a refund. All I had to do was send in the paid receipt. I did that and have followed up numerous times. Almost impossible to get through on the phone and impossible by email. Only communication I received was the hotel price was right. That is inconsistent with what booking.com agent advised me; clearly booking.com did not realize additional local taxes and service charges. THEY ARE NOT TO BE TRUSTED. DO NOT USE THEM.

Using Booking.com, I booked a car rental for 62 days starting September 4,2023. The 2.5 days since have been a nightmare, arising out of a simple request to have the company honor the terms of our agreement, for which we prepaid about $2500.

Our rental agreement clearly stated that the maximum fee for an additional driver would be $189, which worked for us, as my wife needed to drive the car, too. At pick up, however, an extremely rude agent (who, as an aside, tried to sneakily upsell us beyond our prepaid rental) charged us over $1,000 for this without ever letting us see the charge and insisting that we sign after explicitly lying and telling us there was a maximum on the fee. After wasting time refunding this, we asked the company to honor the $189 maximum in our agreement rather than charge us the $1,000 fee requested. But the manager insisted his system would not allow him to honor our contract terms.

We called Booking.com for 5 hours, spending 6+ hours at the location, re-explaining ourselves repeatedly to agents who failed to understand or resolve our situation. Finally, one competent agent promised to cancel and refund our reservation and rebook us with another company that included an additional driver. We consented, but the new reservation was never confirmed. Needing a car that day (never mind our Labor Day plans were ruined), and after further failed attempts to get Booking to replace ours, we kept the car.

We have spent countless hours calling Booking for help the past 2 days, as we need my wife to drive asap, and they keep citing to the fact that we picked up the car as a reason not to refund us. We were never told that pickup would void the refund option, as we were offered a refund and replacement after initially picking it up, and moreover, it is Booking.com's failure to replace our car (and, fundamentally, to enforce its contract) that led us to keep it out of necessity. Booking should honor its terms, or refund us for breach of contract.

Hate that I even have to give 1 star! I took a trip to Louisville for my husbands birthday and stayed at Galt House Hotel. I used booking.com to make arrangements. I was charged by the hotel for my room but I was also charged by booking for the room, which they refunded only to charge me AGAIN for the full price the next weekend AFTER the trip. I called to make a complaint and request a refund for the second charge as I had been at this point gripe charged for the room with one refund. I sent them bank statements and PayPal statements to back up my claim. The only thing booking.com was interested in was that they had refunded me already (the one time)…. They are thief's and refuse to correct their mistakes! Terrible service!

They double-booked my place many times, but the customer service is crap. Honestly, I couldn't believe that level of negligence.
They take money from client, hold for months and pay after 2 weeks of check out and still take commission. If there is any issue, they just run away.

booking.com overcharged me on my recent booking to Scotland & Ireland. The website quoted the price in Cdn$ but I was charged in GBP by mistake & only found out when our Visa was charged. Destiny Scotland was complicit in the errror by charging me the full amount &by not refunding me the overcharge citing I was charged the $2290./2 nt. Stay in Edinburgh by booking.com. It was their error & they refused to do anything about it only referring me back to the hotel who already stated 3x that they would not reimburse me. Other than offering platitudes that they are there for you, they do not do anything concrete to help correct or even acknowledge their mistake.

I once booked an apartment and cancelled it few minutes later and booked the other one and was send an email confirming my refund, I called them several times and they did not own up to their email of refunding me instead I was taken from pilar to post. I booked at 26 on Agnes house. Till to date no one wants to refund me. If you want to enjoy your hard earned money I would not advice u to book with them. My R2300 down the drain.

I booked a stay with SEASDE APARTMENTS in KALYMNOS GREECE for 5 nights. In my opinion it was way overpriced and not as described on BOOKING.COM. It was not a one bedroom but a small studio with no couch. CONSUMER BEWARE!

If I could give zero stars, I would. We booked a flight, which got cancelled, and the struggle began to reach their customer service. Every time we connect with customer service, we have to explain everything from scratch, and they only provide standard copy-paste responses. The phone number they provide is not reachable—worst customer service.
It is a completely unreliable service, not at all recommended.

Please whatever you do, stay away from booking your vacation with booking.com. They are very incompetent and the customer service is the worst.

Nothing short of awful, bordering on fraudulent. We needed to cancel a flight and rebook an earlier one through booking.com. Despite a clear notification promising easy cancellations and refunds, the reality was vastly different. Our decision to change flights has now resulted in a substantial loss of nearly £2k due to the involvement of "Brand Partners" GoTo Gate in the refund process and customer service.

The situation escalated into a series of lies, excuses, and evasive behavior. Repeated requests for written details regarding the refund timeline were met with inconsistent explanations for delays. They claimed to have escalated the matter, only to pass it around internally. They even blamed Emirates Airlines for unresponsiveness, despite not having contacted them at all. This left us in financial limbo, accruing interest charges without any progress on the refund.

Multiple employees provided false information, urging us not to involve our credit card company with assurances of a specific refund date. This date came and went, followed by a sudden change in stance, refusing to provide any future dates. Furthermore, they declined to review recorded complaints from previous calls and refused to escalate the issue to management.

Faced with these difficulties, I invoked my rights under the Consumer Rights Act Section 75 and initiated a claim with my credit card company. I am now awaiting a resolution.

Regrettably, this experience has irreparably damaged my trust in booking.com. I strongly advise others to heed the warning of numerous 1-star reviews they will find online. If peace of mind is a priority, booking.com is not the recommended choice.

Made a booking through booking.com, the booking didn't go through but they took the money and they refund it 2 days after with £5 less,what a company joke.For me that is stealing, I will never use them again

My wife and I booked a vacation at the Hyatt Regency in Savannah, GA. The room that we were promised by the agent was not anything like the room we stayed in at the hotel. We were shown a room with a view of the riverfront, but instead we were placed in a depressingly dark room facing the atrium with a very tiny sink counter. Also, we were not informed of the $40.00 per night valet parking fees or the "destination" fees.
The booking number is *******536- dates: August 14-19,2023

Do NOT purchase travel insurance. False sense of security!

I purchased flights from the US to London, traveling in July 2022. Due to low airline staff on the day of travel, my party and I missed our connecting flight in Canada. Booking.com insurance agents are based in India. The language barriers, dismissive attitudes, and general lack of concern are a nightmare. We had to pay to get out of Canada to a destination that was not our original destination due to high flight costs (over $1k). We filed a claim upon our return. You'll need to prove EVERYTHING, of course. Keep all receipts and records.

The claim process took us over a year. Our claim was closed at one point due to "no response from the claimant," which is not true. We diligently followed up regularly (email and voicemails) and often couldn't speak with our claims agent directly.

Bottom line - we got denied under the clause that ANY pandemic-related disturbances in travel are no fault of airlines and will be deemed an automatic claims denial. I'm not sure who the insurance companies work for (the airlines or paying customers), but blanket clauses ("pandemic related") justify them NEVER paying out. Travel insurance is a false sense of security. Look for those blanket clauses. Instead of dragging it out, they could have ruled on our claim over a year ago. Makes no sense. You are better off saving your money and paying out of pocket if your travel is disrupted.

I bought a flight, with flexible date option, and a Xcover cancellation protection via Booking.com. I made a mistake in the date, and 3 days later tried to change it with Booking.com. As the new flight was needing and extra payment almost twice the price of the original ticket, i asked them to help me to cancel it for me to get refund. They did cancel, and sent me to Xcover for the refund. Xcover told me they would not do it and sent me back to booking to change my flight. But cause they already canceled it, no change and no refund at all. The flight was only 40$,, extra luggage 20$, the flexible option7$, and the Xcover20$.
It's not for the the money, but for the principle: i just made a mistake through the booking process. At the end i lost all. And mostly paid TO BE PROTECTED AGAINST THIS TYPE OF MISTAKE (can happen isn't it?). Never more would I trust those people.

Here is my final email to them:

"I can only admire your incompetence, and the one of the agent of xcover in this process, using mostly BOT to discourage people to reach their aim. Sending in-personalised messages, that never really take in consideration your client.

You and your coverage have been useless, as same a the xcover "agent" (BOT) through the claim. I will never use your company protection again, neither will I recommend it to anyone (as a traveler for 25 years, it was the first time i took this type of insurance)

In fact, even to write to you is an insanity, as I might be writing to a BOT!
But reviewers might appreciate it."

Don't use these as they are scammers.
See this video to see why, https://www.youtube.com/watch?v=GjCecTohDJI
Do what I do and use this site for hotel information, then book direct, it's less fuss and sometimes cheaper.