Booking.comReviews 4,274

My husband and I booked a hotel in January. A few minutes later, we found better accomodations by changing the dates of travel and we CANCELLED the reservation. I received a confirmation via email of the cancellation. I just received a text message from booking.com telling me my reservation for tomorrow is confirmed. I contacted the hotel; they don't have a reservation under my or my husband's names. They said to contact booking.com so I did. I spoke with Ian, who told me the reservation is still active and can't be cancelled at this time.

Do not use Booking.com! We canceled a trip where we had booked a one night stay at a hotel through booking.com. We called the hotel and explained our situation, and they were willing to cancel our reservation and not charge for the stay until they found out we went through booking.com, and so they referred us to them. The hotel was willing to cancel this but booking.com sent us an email saying that the hotel would still be charging us per the hotel. Load of crap! Do not use this to book any kind of reservations!

Sent the following email. Message address not monitored. No where to complain.
Dear Sir / Madam
I made a booking online on June 12,2005 confirmation *******839 and was disappointed to find out the property had nothing on their system. For half an hour, really tired and sleepy when all I wanted was to crash on a bed, had to wait for the poor clerk at the desk to figure out what had happened. Finally she had to find a contact number for your office to call. After some wait my call was answered and then transferred to someone to deal with the situation I was in. A contact was then made by your rep with the property clerk and somehow the matter was resolved. I did not understand what happened. The technology was not working, it was my fault to book with your site or some other human error. I was not happy and expected some token of compensation but none was off. Moral of the story is to book directly with the facility and don't rely on third party booking. At least that is what I think I should be preaching based upon my recent experience.
Bhagwan Khosla

I had booked a hotel for a corporate guest and received a confirmation email. 3 hours after the check-in time, I realize the hotel never confirmed the booking. I had to run a helter-skelter to get another hotel for the corporate guest. To add the nonsense, the booking.com customer care put me on hold for 22 minutes only to inform me that they will reassign a hotel, which never happened. Do not recommend their hotel booking services. It's terrible and don't be surprised if you get stranded outside the hotel with no room to stay!

Had to change my flight - rebooked via Booking.com, paid 135USD to Booking.com for the 'extra' rebooking fess only to be told they could not change the flight AFTER I had paid them - Had to change directly with the airline, which I did on payment of ANOTHER 135UD. Despite many calls to Booking.com to get a refund its still hasn't come through.
They are a scam - DO NOT USE.
Pity '0' stars wasn't an option.

Booking.com allows their guests to keep editing the Rating on their platform, so Customers who book the property and give higher rating and good score, when they want to book again and they call the owner personally, the owner after replying that we do not host personally, please book on booking.com.
The guests goes to change the Rating from 10 star to 1 star.
Its unlike any other safe platform.
Boking.com is very very unsafe

1. April 4 - Booked a family room for April 8 an Ottawa trip for 3 people. The book let me through and success the payment and no reminder upfront to tell me it only fits 2.
2. April 4 - A message from the owner "Please this space sleeps 2" via booking.com was missed. No emails or phone calls ask me to cancel.
3. April 8 - Arrived at the door and a lady opened the door and was surprised I showed up. She said she need to call her husband, and the husband (owner) said it's only fit 2, I found the message and just realize I never saw it. Now he gave 2 options: A. I need to pay $70 extra for a single mat. B. I find a different place to stay and he will refund me. This place is like an Airbnb and I stand at the door to communicate, didn't enter the rooms at all.
4. April 8 - I agreed on option B, because the price is now not much different than staying in the city. And I booked a different hotel right away, and I send him the message via the app: "Hi, we have left your place now. Please go ahead with the refund. Sorry for all the misunderstandings, and hopefully we can stay in your place next time :)"
5. April 14 - Not receiving any refund so I called the owner, he said the money is with booking.com, so I contacted booking customer support. A ticket was submitted, Reservation *******184
6. May 9 - Received email saying they refuse the refund "Unfortunately, they were unable to fulfill your request because of their policies. In the event of a cancellation, they would charge as detailed in the policy you booked."
7. May 9 - I called the owner and there's no answer to the phone.
I called booking.com again and created a second refund request.
8. June 7 - Not hearing back from either booking or the owner. I called booking.com 3rd time, and the lady couldn't help me at all. I don't blame her personally and understand she has limited power over the policy.
9. The property seems off the list, and I have no idea what to do. I have been with booking.com for a long time and book all the time, and this is the first time I had such a bad experience. I am extremely upset with the owner, and booking let the Airbnb-type property be on the list, and no one can solve my issue.

DO NOT purchase flights, or anything for that matter, through booking.com. They are the worst! I purchased 3 tickets through them and something came up around out initial departure dates. Ive called the support center atleast 8 times to try and get the flights changed to a new date amlnd have been given different answers. First they would be able to rebooked, then when I called back no flights were available, then when I called back they said I couldnt update my flight because of the airlines policies and then they told me I wouldnt even get a partial refund if I cancelled, I was more than willing to pay the differencein costs to simply chnage the flight to a new date. They were no help at all. I asked to speak to a supervisor and was told no. The representative literally told me that my only solution would be to lose $1700!

There is no information about the ticket and the terms of the flight on the website, your only option is to call. They dont make anything easy at all and this has been the most stressful experience. I will NEVER book through them again. I have learned my lesson the hard way.

If I could give them less than 1 star, I would.

There is literally NO CUSTOMER SERVICE. They rip you off. A money grab! The worst experience I have ever had on any online platform! I would give booking.com no stars if I could!

The worst stay of our lives and we travel A LOT! Booked a property through booking.con, because we have several times in the past. The property was described as newly renovated beautiful beach property. We arrived to a hurricane devastated resort with no working anything. Two pools outside were filled with mud, sand tile and other various debri. The entire
Pool area was taped off with caution tape. No hot tub no inside pool nothing absolutely nothing was in working condition including the beach access because the steps were taped off with the pool. Zero reason to stay at this crappy place and the hurricane was 7 months prior to our stay.

I booked a hotel on June 12,2023. For a spot in Kissimmee Florida they had a Puerto Rico number for a contact on the confirmation email. If it was booked for Kissimmee it would've had a 407 area code which it didn't and they could not find no reservation with my name or the reservation number I had to contact booking and let them know that someone was on Hacked their system. I had to end up calling my bank get a new debit card and to get my money back.

I am surprised they are listed on nasdaq, they give your credit card details along with cvv code to the hotels, who can access your card any time, my case money was withdrawn 4 times by the hotelier, you have to eventually block your card. Unethical business practice. I saw this. Live in turkey. Hotelier can use your card as piggy bank. This company must be struck of on nasdaq. Dangerous data leaked out, they never reply! 0 star

Found the same room, same dates for $120 cheaper. Sent proof. They would not adjust the price. Asked to speak to a manager, said they're busy. They suck! Will NEVER use them ever again. We've had great service with Hotels.com.

Made a reservation, hotel had issues and promised to refund us, but booking refuses to follow up with the hotel to get the money back from them. Three months later, I file a complaint with BBB just to find out they are listed as no longer in business and BBB isn't able to help. They claim the hotel will release the refund but nothing ever happens. I will never use this service again. I find these people are dishonest to customers when things go wrong. Its not bookings fault the hotel had roaches, but when they say they'll refund someone, good luck actually getting it.

Booking.com has hostels in it's system that aren't actually registered with them. We arrived at the hostel and they had no knowledge of the booking. The app confirmed our booking and even tried taking payment from us.
When I tried contacting support they promise they call back and fix it but never do, then every time you call you'll get a different agent. No help at all, even the complaints team doesn't contact you back.
Expect no help and only a loss when you use booking.com

If I could give them a 0 start I would. Their customer service is beyond words unhelpful. I had a fraudulent charge on my credit card for a hotel I booked through booking.com. I have provided them proof of charge through my bank statement and have spent 4-5 phone calls with them trying to resolve this issue, and they still have not provided me a refund. They asked me to contact the bank for a ridiculous request that the bank cannot do. So now I am stuck, I have wasted countless hours on the phone with them and the bank to resolve this issue and they still have not refunded me. I would NEVER book a hotel through them again.

I have a very bad experiences in here so I just want to inform everyone before using this website. I booked a hotel for like 190 dollars and did not realize this company will get 40~50 dollars just through this platform. I found this is completely a joke and how the hotel resources are controlled by these platforms. Then when I requested a cancelation, they said I have to pay 100 dollars fees that is completely insane because this is nearly half of the hotel price. I called the hotel and they said that they did not even have the policy. Folks, just do no use this platform and use the traditional way like calling to the hotel to book your trip. It is just worth the experience.

I just had a terrible experience in using booking. Com. They tell you free cancellation when you book through them but 2 days later they will charge you the full amount before you even set foot at the hotel. In my case, when I arrived at the hotel or resort it looked nothing like the pictures shown in the booking.com site and did not look safe to me or my family. When I attempted several time to have booking.com handle my cancellation their answer to me was to deal with the hotel and only if the hotel can confirm your cancellation. We will reimburse you. Meanwhile, The hotel front desk assured me they will not charge me but to make sure booking.com send us an email request. When reaching out to booking.com asking them to send the request they said they will do so. At this time, my family and I are tired so I booked directly a nice resort with good discounted price and had an amazing stay. This will be the last time I ever use Booking.com services. They add zero value. As you probably know they are based in Netherland and they will only communicate to hotels via emails since it cost them nothing. If you encounter an issue with your reservation, they will not help you. I will never use a third party booking

Booking.com advised us that our accommodation would be cancelled at no cost. They put this in writing to us twice. The property still charged us (they charged us more than the scheduled fee). We booked other accommodation. When we complained Booking.com then changed their mind and allowed the charge to stand. Booking.com has no integrity and aid and abet unscrupulous property owners in the theft money from customers.

There should be a negative rating! The flight was cancelled in Feb and booking.com never notified us. They proceed to blame everyone but themselves!