Booking.comReviews 4,274

I booked a house in Mobile, AL for 11 family members, from very young to elderly, for a funeral. We arrived at the house at 7:30 pm and it was 83 degrees in the house, and only 91 degrees outside. We called the number provided due to the split a/c units not working and the central unit not being able to provide sufficient cooling. We were told the a/c was scheduled for maintenance. We waited in the house for 90 minutes and had to vacate the property due to the heat. We found another rental and did not even use any toilet paper while we waited to see if they could do something, but they did not respond in a timely manner. The next morning, after the funeral, I lodged a complaint with booking.com. After 3 phone calls with booking.com we were offered a 25% discount on the rental fee, not including cleaning and tax, for a home we did not stay in. Finally they told me I needed to contact the property because they had already paid the property and it would be up to them to give me a refund. The property did not respond. We did let the property know we were vacating the premises after waiting for assistance from them for 90 minutes. I do not recommend booking. Com, they will not go to bat for you, even though they agreed we deserved a refund. The next day the outside temp reached 104 degrees and that was not including the heat index. Can you imagine how hot it would have been in that house?

In April 2023 we booked a stay at a hotel at main stay suites in Knoxville. When we got there to check in. Booking.com's credit card to the company was Insufficient funds. They told us this happens frequently. Our only options was to pay for our room again. We paid cash and spent the night. I have called booking 4times given them all the proof required for them to refund my credit card. Every time they tell me in 5-10 business I will be refunded. Now four months later still no refund. I have a case number and each time they tell me the same thing. It's not a lot of money but it's principle.

They advertise false. I payed for a a house with 2 bathrooms. I got a run down house falling apart with one bathroom full of beds bugs and other animals. Rusti radiators falling apart NO AC in any room, No room service no nothing as promisesd. When I called booking.com Dimitri told me case is close and he is done. When I asked to speak with his manager he stated flat out NO. When I told him this is scam and against the law he stated he don't care this is not USA so he does not have to follow the law. He pretty much told me to F.Off it is a scam and I can not do nothing about it.

Got charged an extra 50 euros from my card for a hotel stay a week after it happened.

It is alarming how this can happen, if you give these criminals your card details then they can happily charge you any amount they want to with no authorisation needed.

Though I have been a loyal customer with Level 3 Genius. The first tima that I have a problem with a rogue property owner who promised to refund my money and didn't. Booking.com has not helped me. They continue doing business and advertising that property. The property has a rating of 8.6 but that does not mstch the poor state of the property. Customers do not have any power, Booking.com does not provide them with any power. I will never ever use them again. From now in, I will ditch the useless mediator. I will book directly. Booking.com is not mishandling my money ever again.

Stayed at Hilton in Perrysburg Ohio. Discovered ants in my room. Maintenance came and said they would spray the room. Arrangements were made for me to go to their pool next door. 3 hours later I asked maintenance if my room was done and he said no. They had him running all over. Not my problem. 20 minutes later my room was ready. However it was not cleaned I tracked down housekeeping and she asked me if I had someplace to go and said no I had already been out of my room for 3 hours. I asked if they could at least disinfect where the ants had been and that's all that was done. I was told no other rooms were available. Upon discharge I asked for some compensation and was told her hands were tied as I booked through a 3rd party. Offered breakfast. I am a 24 hour caregiver for my husband and came for a rest. Won't to that at Hilton

NOT RECOMMENDED
When it comes to get refund:
- Very rude customer support and unprofessional.
- They repeat same action again and again and again and ask you to contact the property.
- Supervisor rejected to talk to me and said to support that he is not willing to talk to customer.

Double booked our accommodation and only informed us after we had purchased a £200 non-refundable ferry ticket! No compensation offered apart from v sub-standard alternative accommodation that didn't allow dogs (no good to us). Disgusting way to treat people. Trip had to be cancelled entirely with £200 down.

Stayed at Extended Stay America, Hwy 183, Austin, TX...My enclosed trailer was broke into. Lucky it was empty... Homeless stay at this location, city funded. The rooms... broken cabinets, no soap, my socks are dirty from the floors not being cleaned, the smoke detector is out of date, blinds coming apart, ac unit needs to be serviced or replaced, the drop in stove top had coffee stains, small roaches, I had to clean the shower to use the shower... the list goes on. Make sure you check your windows above the ac unit, they're not locked...The only reason I stayed, Booking.com would not refund my money. I won't use them going forward.

Customer service is awful. Tell you to go to website or contact them. System does not recognize confirmation number therefore you go in a loop and no one responds. They send you emails to provide information, you do and you get no response or they tell you to go to their website again. I booked a taxi service that I canceled. Prepaid for the service. No refund even though they say it will take 5 - 7 days. I am waiting 2 weeks. I guess I will have to eat this cost. DO NOT BOOK taxi's or attractions through booking.com. Terrible Customer Service.

I am traveling next week will see how the hotel bookings go.

In 2020, I listed my apartments on Booking.com and began successfully renting them out. However, recently I encountered a situation that caused significant inconvenience to both myself as the owner and my guests.

Initially, there were two overlapping reservations, which led to the cancellation of one of them. It turned out that a systemic error on Booking.com led to the creation of an additional accommodation listing, resulting in a clash of reservations. My guest and I found ourselves in an unpleasant situation, as the cancellation occurred at the last moment, greatly affecting our plans during a high-demand season.

Unfortunately, instead of taking responsibility for this mistake, Booking.com entirely shifted the blame onto me, the property owner. Furthermore, no compensation was provided to either me or my guest for the losses and inconveniences caused by this error.

I believe that such an attitude towards property owners is unacceptable. Owners rely on the Booking.com platform for efficient reservation management and guest service, and they expect fair and responsible support in case of issues.

I would also like to emphasize that I have evidence confirming that I had only one property listing on the platform, and I cannot be held accountable for an error stemming from systemic issues.

I hope that my experience will contribute to improving the quality of service and the accountability of Booking.com towards its customers. In the future, I hope to see more efforts aimed at preventing similar situations and a clearer policy of compensation for errors that occur through no fault of the property owners.

Total sham of a company. They are out only for money. I've had people access my account fraudulently and been told by booking.com - its not their issue. They have had no one in their accounts department for weeks. A glitch to their system has seen my account suspended and I'm unable to receive bookings for over 2 weeks now. Have called up over 8 times about this matter only to be lied to by staff that i need to submit more supporting documents until finally a supervisor told me they are having technical issues their end and are working to resolve it - that was over a week ago now. Its my high season and i cant get any business or income due to their incompetence. They charge premium commissions and offer ZERO service prioritizing their high turnover businesses and charging extra commission to increase visibility/ranking on their site. SHAMEFUL MONOPOLY - Hope someone creates a booking platform that sees companies like this need to start taking accountability for their actions - or rather yet INACTIONS!

If I could give booking.com a 0 for a rating I would. They are the worse! I accidentally selected the wrong hotel and paid with my credit card, and when I received my email and receipt I noticed it was the wrong hotel. I immediately (within minutes) called booking.com to cancel and they would not return my money. I called booking.com numerous times explaining the mistake and they wouldn't budge. How is it possible for a booking agency to take $346.28 of your money for a mistake? I literally called managers and pleaded my case and they would not refund my money. There has to be something illegal about that. I called the hotel and I was told they will refund your money within 24 hours, but booking.com said NO. My credit union is investigating this, but it should not have come to this. If you are thing about using booking.com, DON'T!

This is a scam! Rep from booking.com states they will refund me as long as the hotel give their approval, hotel approved. Rep now states they can't get ahold of the hotel. Hotel states the haven't called them! Now having them both on the phone at the same time … they can't do verbal approvals … over an hour on the phone. Horrible! They just scamming people.

I booked a stay at a hotel through booking.com, got the confirmation email with the confirmation number, and assumed I was good to go. However, when I arrived at the hotel, they told me my booking had been cancelled. I looked through my emails (including deleted emails, junk, and other email accounts) and did not find anything about a cancellation. I did not get a text or a phone call either. I only had my confirmation email. The hotel didn't have any available rooms either, so I couldn't book directly through the hotel on the day of. We had planned the trip with friends, and were completely separated from them because of this situation. I tried to called their customer service for help and they did nothing to assist us, and we ended up losing an entire day of our vacation and weren't able to stay at the hotel our first night!

After making a non-refundable hotel reservation through booking.com, I received an email from booking.com stating "Your booking couldn't be confirmed" and that a refund was in progress. I, therefore, made other hotel arrangements (not through booking.com) only to find out weeks later that my hotel reservation through booking.com was indeed confirmed and I had not received any refund. After calling their "not so" customer service multiple times and explaining the situation and that this was their error (sending the email stating the booking couldn't be confirmed and that a refund was in progress), one agent told me to call the hotel and request a cancellation on their end and ask the hotel to message booking.com to allow the refund. I did so and the hotel confirmed that they messaged booking.com and requested that i receive the refund. Of course, I did not receive a refund and weeks later contacted booking.com customer service via email only to be told that I would not be refunded as this was a non-refundable booking. I will now turn this over to my credit card company to attempt the refund process. NEVER USE BOOKING.COM

Booking. Com aren't paying their hosts. You pay them they keep the money. They owe me £2700. Some businesses over £50,000. I am now having to cancel peoples holidays. I cannot host for free. Book direct whenever you can for best rates, with the owner.

I had to cancel my hotel booking due to a medical condition. Even thou I received a confirmation booking from booking.com this was not cancelled with the hotel. In all the emails received they provided a link to message or email the hotel which I did. The night before the check out date I received an email from booking.com asking if we had checked in. I smelt the rat and called the hotel next morning. They informed me the booking was NOT Cancelled and said they don't deal with customers when the hotel was booked thru a third party. I've cancelled all future booking thru booking.com as I don't want to go thru all this unnecessary hassle again. Customers Beware.! BTW one star review only because if you don't click on a star you can't write a review

I booked rooms in February for a stay in August. I was charged by Booking.com in February and again in August by the hotel, but I had forgotten I'd already paid. I went back and checked my credit card statement and Booking.com had indeed already charged me for the rooms. If you search online, MANY other users have had this same issue and it takes weeks to be resolved, if at all. Booking.com is a scam company. Choose someone else to book your rooms.

Booking.com sold me a direct international flight ticket where the flight number has not been in operation for more than 3 years.
Impossible to get a hold of them, and I ended having to pay for another ticket to reach my destination.