Booking.comReviews 4,273

I booked a hotel and flight on this site and had to cancel 2 days later because of a work situation. I called to cancel (30 days before trip was supposed to happen) and i was told that i was getting 65% of what the price was back. I was told that is because of the airlines rules not booking.com. When i explained that i booked it on booking.com and not the airline site and therefor should be compensated the full refund i got nothing but a runaround. Now i paid extra in the beginning in case i had to cancel and when i paid that extra it stated on their website that the cancellation was "Free" paying 35% of the ticket price is in no way "free" on top of all of that i was told that even though they took my money for the booking within minutes of me making the reservation that i would have to wait 2 weeks to get a refund. I am sure in some very fine print somewhere on their website it explains all of this but nothing in the way of it in bold letters like the "free" cancellation and so on. In the future i will look up the flights and hotels on this site and then call them directly, as i would never use or recommenced booking.com to anyone ever again.Been almost 2 weeks and still no refund

I have been using Booking.com for many years without any issues, but when a real problem arose, their processes proved impossible to resolve.

I booked a hostel in Athens, and since my flight arrived at night, I mentioned this twice in my communication with the hostel. However, they only replied with generic, templated messages. Since the property description stated they had a "24-hour front desk," I didn't anticipate any problems. Unfortunately, when I arrived, no one answered the door, and no one picked up the phone.

I immediately contacted Booking.com support. The support manager also tried to reach the property but couldn't. We agreed that I would check into another hotel to avoid spending the night on the street, and Booking.com assured me they would compensate me for the price difference upon reviewing my invoice and the situation.

What followed was three months of back-and-forth emails and phone calls with Booking.com support. They said they needed confirmation from the property that I hadn't stayed there, but the property ignored their emails. During this time, I came across similar reviews: other travelers had also arrived at night, found no one to let them in, and had to find alternative accommodations. It seems the recipe for some properties is simple: provide false information, take the money, ignore complaints, and vanish — while Booking.com does nothing.

Eventually, I noticed the property was no longer listed on Booking.com. I contacted support again, only to hear the same apology: "We can do very little after the booking date; we are very sorry." But wasn't I promised a resolution by your manager?

At this point, I've lost faith in Booking.com's ability to address such issues. That's why I'm making my story public.

Tried using booking.com for the first time and they say free cancellation NOT! Booked Oct 30,2024 and tried to cancel and change an all inclusive vacation and they still charged me $500 …. NEVER book with them!🤬😡

Harsh refund penalty, Booking.com shouldn't have such policies, to pay over 900 Euro as a mistake is terrible, they should allow partial refunds. Customer service is non existence, no one replies to your messages or emails.

I was charged double the price I signed for, and there was no customer service, no response, no nothing. Please never consider them.

I do not recommend Booking.com. This summer, while traveling with my two sons in Italy, our reservation in Naples was canceled by the property owner just 2 hours before our arrival. Despite their advertisements promising 24/7 support, Booking.com turned out to be completely unreachable: I spent an hour listening to a recorded message saying their service was overloaded.

In an emergency situation in an unsafe area of central Naples, I tried to make last-minute bookings for two consecutive accommodations through their platform. Booking.com immediately charged both amounts, but neither of the property owners showed up to hand over the keys. After two hours of searching on-site, we were forced to stay at a hotel in central Naples with questionable clientele, for an exorbitant price of 450 euros for one night.

Since returning, I have made over 20 calls to Booking.com's so-called "support service," which appears to be outsourced and ineffective. No refunds, no acknowledgment of the platform's failures. Worse still, some fraudulent listings remain active: one of the addresses led us to a dangerous area (with drug traffickers in the streets), where even the police advised us to leave quickly for our safety.

In summary: Booking.com neither protects its clients nor ensures their safety and takes no responsibility for serious issues. Avoid at all costs if you value peace of mind and safety while traveling.

Was frauded by an accomodation listed on booking.com. Paid in June in full, booking was for October arrived in Athens, accomodation never answered our calls and messages. We were promised an immediate refund by booking.com, which to date almost a month after, no refunds were made. No call backs were made. No one replies to messages. Waiting time to for booking.com to check your details is 28mins and then they hang up. No accountability, no clarity. Something is up to no good with booking.com

I had someone else log into my account and make a booking using my rewards points. I use 2FA and they could still get in! No alerts, no upcoming trip notifications, nothing.

I can't close my account because of a "technical error" and booking.com refuse to close my account.

Pitiful.

Booking.com double booked us so we were not able to stay at property and had to find somewhere else to stay with our 5 kids late at night and despite spending hours on the phone, they have not returned our money even though it's been almost a year and they said they would. DONT USE THEM!

This company are basically morally and ethically bankrupt.
I booked accommodation via their website and received a full booking confirmation. They also took payment in full. I had booked via the mor expensive option that allows cancellation until the day before the booking starts.
With just under one week before travelling I received messages via Booking.com from the accommodation owners refusing to honour 8 days of the 14 day booking. I tried to cancel, only to discover that Booking.com had changed the settings to non refundable.
I telephoned their appalling customer services to be told they would not honour a refund despite me having proof of me having booked the refundable option. After much remonstration, along with several hours of repeatedly being placed on hold whilst the operative claimed to consult a manager, the operative agreed to refund me. Owing to the time difference all other listed accommodation of similar type was several hundred pounds more expensive.
The operative then stated that Booking.com would pay any difference in price.
However the operative then stated that it would take 7 - 12 WEEKS before they would even process a refund for the monies paid for the original booking, then further days to actually process payment - despite them being in the wrong.
The operative then insisted that I would have to pay in full for alternative accommodation and only after the trip try to claim back both the monies paid on the original booking and the excess monies paid for alternative accommodation.
I made a formal complaint via the CEO about this appalling conduct and was telephoned by a a woman called "Olga" who stated she is part of the complaints handling team. She also stated that after the trip was taken they would refund the difference in price.
Paypal intervened to insist on refund of original monies paid.
I have now taken the trip - and all e mails asking them to honour their agreement of paying the difference in costs have been ignored.
This company are morally and ethically bankrupt on every level and their staff are liars and charlatans.
AVOID AVOID AVOID!

As a partner with Booking.com, Don't & Don't ever book a flight with them
Believe it or not, this was the absolute worst experience of my life. Do yourself a favor—learn from my mistake and NEVER book a flight with booking.com and their partner gotogate

If you ever need to reschedule, cancel, or request a refund—even on a supposedly flexible ticket—prepare to lose your patience, time, and money. They will play endless games with you, trapping you in a frustrating cycle of non-communication. The only way to contact them is through a chat system, with no option for email or phone support. And their chat representatives have a single, rehearsed response: 'We will forward your request to the support team, and they will get back to you.' Spoiler alert: they never do.

When you try to follow up, you're forced to explain your case all over again, only to be told to wait while they 'check your case'—and then, it's back to square one. It's a nightmare that will leave you wondering whether to laugh or cry out of sheer frustration.

I've been dealing with this for more than 10 days now, and in the end, I had no choice but to buy new tickets at a significant cost—money I shouldn't have had to spend if I hadn't made the mistake of booking with booking.com and their partner gotogate. Save yourself the heartache and avoid this company at all costs.

Trust me, booking.com is a company that doesn't respect its customers, and I will be reporting them to every relevant consumer protection agency I can find. Learn from my costly experience and stay far, far away from with booking.com and their partner gotogate."

Brug ALDRIG booking.com!
Havde booket Apartment Beautiful Sultan House At Cleopatra Beach igennem booking.com hvor vi skulle være fra d. 28.juli og 14. Dage frem.2 voksne og 5 børn.
Ud over prisen for lejligheden skulle vi yderligere betale 2000 euro til værtstedet som oplyst på deres hjemmeside.
Vi kom frem og der var ingen lejligheden. Vi fik tilbudt et nyt hotel til en merpris på 800 euro.
Vi brugte den 1. Dag på at køre i taxi og skaffe nyt hotel, kommunikation telefonisk til London. Det kostede en formue.
Allerede inden vi tog afsted spurgte jeg booking.com ind til hvordan og hvornår jeg ville få mit depositum retur. Der ville gå 14 dage efter hjemkomst og ville køre automatisk.
Nu 3 måneder senere mangler jeg stadig 2000 euro fra depositumet fra en lejlighed som ikke eksisterer. Ydermere har jeg været i telefonisk kontakt med dem langt over 40 gange. Selvfølgelig også på mails og gennem deres hjemmeside.
Røret er smidt på mindst 60 procent af gangene.
Jeg har fremlagt dokumentation nu allerede 2 gange for det betalte beløb og nu skal jeg indsende for 3. Gang til et link som ikke virker. Al dialog ligger i en sags mappe, samt dokumentation for betalinger og dialog med værtstedet hos booking.com.
Jeg har set 0 kr af mit depositum og 0 kr i kompensation. Der er gået 3 måneder og intet er sket.
Det skal lige tilføjes at de stadig samarbejder med stedet og der er lavet flere anmeldelser på selv samme sted efterfølgende uden indgriben fra booking.com.
Mit råd. Brug dem aldrig! De snyder folk deres penge og du er overladt til dig selv efterfølgende

Over three weeks ago contacted Booking.Com for a plane ticket refund due to Helene as the airport was closed during my scheduled flight there. They said they would contact me in a few days regarding my refund. I contacted them after a week of no response from them. They said they already escalated my request and I would have to wait. After two weeks I contacted them again. They were rude and belligerent and said that I would have to resolve the problem myself. I have been a regular customer of theirs and achieved a high level in their customer ratings. I am very upset this is the way they treat their valuable customers. You might save money with their booking but you will have to solve any problems yourself as their "customer service" is non existent. From other reviews and their only two star ratings on review sites; this is a regular problem with them. Pay a little extra and get the service you need as you will be left alone to solve any problems yourself if you book with them.

Booked a car in Nevsehir Turkey,cancelled they sent me an email saying refund will be paid in 7 working days now 21 working days
Contacted them 3 times can't help wrong dept we don't talk to each other we just take your money and hold it until you lose interest. Recommend don't use them worse than Banks

Kæmpe advarsel mod booking.com! Vi (familien) lejede en lejlighed, som ift. Beskrivelsen ikke passede med antal værelser, og dermed var ubrugelig. Det endte med et hotelophold i stedet, som i sig selv var væsentligt dyrere end den bookede lejlighed. Booking beklager fejlen, men ville kun kompencere 20% ift. Deres andel af bookingen, resten skal komme fra udlejer, som først afviste total, og siden er blevet tavse. Ingen yderligere kompensation! Havde vi dog bare kigget på trustpilot, hvor Booking.com får sløve 1.3 stjerner og lejligheden det seneste års tid, er blevet sablet ned, for selvsamme fejl. Utroligt at en stor aktør som Booking, ikke tager sådan noget alvorligt, pg lader det fortsætte uforandret. Hermed STORT FORBEHOLD givet videre - vær OBS på hvad i booker, og kig på anmeldelser - ikke mindst de nyeste (gennemsnittet kan snyde)!

I booked a room on booking.com for that very night. They charged my card and I had a confirmation number but when I went to check in, the super 8 said they had no reservation for me. I showed them the confirmation but they refused to give us a room saying I'll have to call booking.com to straighten it out. The guy said he needed to scan my credit card on their machine for some reason and then he told me I had no funds on my card. I was worried I got scammed on the booking.com site. Well, at booking.com there was no phone number to call. The site is tedious to navigate to "customer care". And all they had was an option to message them. When we finally found a phone number, by sheer accident, it was a foreign number in Sweden or something so we couldn't call. We ended up going to another hotel. I never got a response from booking.com. We tried to cancel but couldn't and now are going to have to try to get our bank to get that money back. The super 8 is in richfield utah and they were uncooperative telling us to deal with booking. And the manager was quite careless about our plight and I heard him on the phone arguing with someone. So avoid that place too. Avoid booking.com like the plague.

Customer service is a nightmare. Numerous phone calls and emails. I booked an apartment in Tuscany, Italy. The place was filthy, trash overflowing outside my apartment, steps leading to the apartment was disgusting, trash overflowing, mold everywhere, water did not drain from sink, doors did not lock, wi-fi did not work, no coffee maker or washing machine. The shower was a nozzle on the side of the wall and sprayed all over the room. Never book Calanchi Apartments in Via Sughera, ******* Montaione, Italy. Booking did not offer a resolution and I did not stay. Beware and read reviews.

Once upon a time, there was a little boy named Otelyer. He had a favorite toy – his grandmother's house, where his friends and their friends would come to play. Everyone lived happily and in harmony.

One day, a bigger boy named Buking came along and suggested that Otelyer let his friends come to play in the house too. In return, he would give him candies and promised only to bring good guests.

But one day, Buking brought some guests who broke the house, behaved disgracefully, and rudely offended Otelyer. The boy tried for a long time to explain to Buking that such behavior was unacceptable, and that the damage and negativity left by his guests needed to be fixed. But Buking kept dodging, making promises, and stalling for time.
So the boy went to the town square and began telling his story to the passersby. It turned out that the big boy Buking had behaved this way with many kids in town. He called everyone his "partners," but continued to only think of himself and lived at the expense of the smaller children.

One day, an old wise traveler passed through the town. He heard Otelyer's story and decided to help the boy and his friends. He told them that in a neighboring country lived a kind and caring boy named Aerbnb. He was empathetic, attentive, and took good care of the homes of his friends.The kids were thrilled by this news and all together they went to the neighboring town to befriend Aerbnb.

Time passed, and the old traveler passed through the town again. He was greatly surprised by how much the town had changed. Everyone was happy, friendly, and living in abundance and joy. On the outskirts of the town, in an abandoned, old house, he saw Buking, alone and impoverished.

Then the wise traveler thought, "Friendship ends where distrust begins."

They offered a low quality motel as an hotel. Hotel O Markham IL near Harvey/Tinley Park, should not be on business. When arrived, unsafe area ambience was evident. As soon as I went out of my car, people asked me for money, panhandlers are in property. Before me on the check in a prostitute was checking in a room for a couple of hours. When I enter the room, smoke detector low battery alert was sounding, a lot of exposed electric cables and unsafe electric connections were in the place, the room is the worse ever in maintenance, broken bath door, like it was punched, rusty paint, unpainted walls. I left and asked refund, they told me contact booking.com and laugh, now I know why, because reach customer service it's literally impossible, they said the booking is with a partner, so I have to talk to them, OYO Hotels, they don't answer and when answer barely speak English. Booking showed the worst service and are getting responsible is something bad happens in that high-risk place. I lost the money, they lost a client.

Words are insufficient to describe how terrible my experience with Booking.com was. We booked a place in Cavtat, Croatia. Upon arrival, it was not as described. Extremely dirty and broken air-conditioning. We booked a second place using Booking.com. It was a scam and the host demanded cash. We booked a third place, and it was not possible to reach the apartment by taxi. I can't say for sure if it even existed.

I called Booking.com to explained the problem and get a resolution. They promised a full refund of the third property, and (because the host of the first property promised a partial refund), a partial refund. These refunds never arrived. I called back multiple times. I was hung up on, placed on an endless hold, hung up on again etc. I sent emails that went unanswered. When I finally got a hold of a person, I was told they couldn't issue the refund that was promised without the permission of the host. Then they told me the host hadn't responded to their requests, so I was just out of luck. In the end, they issued a goodwill payment of about 1/5 the cost of the third property.

I cannot say this strongly enough: Do not use Booking.com. Some of the properties are scams, and the company takes no personal responsibility for this. Our experience completely ruined our vacation and we returned home, 11 days early.