Booking.comReviews 4,274

The hotel advertised was not accurate. Arrived after paying four times what they rent for and it was garabage smelled of mold sex drugs and trash. Windows sealed shut felt like I walked into a prison cell where I could catch stds just sitting on the bed infested with bed bugs. Hotel staff offered full refund booking.com however refused even while we were all together on speaker phone. Booking.com is garbage and should be banned from existence.

I was traveling from Istanbul via Paris. But the flight from Istanbul delayed and I missed my connection in Paris. But booking.com didn't help me. I called them, and they were dropping my calls! I wrote them an email and they replied that the only way to help me it's by calling... when I called, they were dropping my call. I bought another ticket $1485 from my pocket... because I was very tired. Booking.com is bad news

Reserved 3 nights in Vernazza Cinque Terre - location was very important to me (walking distance to sea, train, restaurants etc.). The place I booked was advertised as 300m from the beach. The location shown on booking.com showed them within the small sea-side town. When I was given directions to arrive at my 3 night stay it was 1.4 km away. From original location, and ~2km away from sea... up a very steep hill and definitely not in town. This did not meet my needs. The location refused to refund and although I provided evidence of the difference in location, customer service ignored it. This cost me hours of time, I got no resolution and had to make another last minute reservation at increased cost to have the experience I was looking for.
I've used booking.com in the past, but because of their lack of responsibility (or holding 3rd parties responsible) I will not be using them in the future. I will advise anyone against them as they can not be trusted.

Made reservations back in January for hotel. In February had to cancel and was told my reservations were canceled. Just now received a notice from hotel to confirm reservation. BOOKING NEVER CANCELED MY RESERVATION.
HORRIBLE CUSTOMER SERVICE DO NOT USE!

Poor customer service, misleading and inaccurate information on website. It unable to solve reported issues. I reserved an accommodation in Ottawa, a townhouse, for a group. Business name is Wateridge Luxury Condos. We were shocked by terrible condition when we arrived. It's extremely dirty and we have to clean and wash beddings until next day morning 2:00. One bedroom was empty, one of our group has to sleep on sofa in dining room... We contact owner many times but never get response.
From uploaded photos, you can see how dirty in this house. It's not acceptable at all.
I contacted Booking customer service to report issue, sent all photos, but they said Booking can not reach the owner, only solution is to provide 15% of refund as compensation, they can do nothing else. So disappointed, if business owner does not reply, Booking can do nothing, what a surprise!
Misleading information still on Booking, it may cause more customers frustrated.
Be caution! If you have a similar issue, you may not be protected. In my case, I got nominal compensation from Booking, that's it.

They asked to verify in email, which never happened before. Long story short, it needed to be verified within 30 min or otherwise its automatically refunded. Im in a different country, on the way to appartment and speaking with 3 DIFFERENT AGENTS that share one braincell, that couldnt do anything. MY MONEY IS NOT IN MY BANK ACCOUNT and also I DONT HAVE ACCOMODATION?!
I only needed to get transfered to a manager or someone that can forward my money to appartment.
Refund policy is 7-14 days.
Customer support agents just wasting your time, only word they know is -Yes i understand, however.
They are probably bots. I couldnt even speak to someone that could actually help me
If I could, I would give them not 1 star, maybe -10 stars if its possible
Never in my life im ever booking through this app, worst experience ever!

Hi,

So I mistakenly placed my booking car collection for 11 AM instead of 11 PM. I tried to read booking.com terms and conditions, which were given to me in Arabic and Hungarian (both languages I don't read)... I suspect they would not want that.
Once I arrived, I called the service provider relentlessly but was a no-show. Nobody called back the next day (of course). Moreover, the service provider says the payment and funds stay with booking.com. Lovely hey?

I tried the next day to get a vehicle or some solution, but customer service staff addressed me rudely and inquisitively and mentioned, "This is a full loss." How convenient, hey? So they get multiple bookings for the exact vehicle while showing no attempt to do what is fair, honorable, or accommodating.

Shameful behaviour.

Tiago

I had a fligt on 17th of april but I had to postpone it, so I called to customer service and paid the difference, they told it was successfull but when the date of flight is approaching I started to check that confirmation email but couldn't find, turns out after giving me confirmation by call they couldn't proceed the ticket and it was left on 17th rather than 24th. They keep saying that they sent email informing regarding this issue but they never did. And my $1300 gone they said because I missed the flight. That's so redicilous. The worst service I've ever had. I'll never use them for the future

Still here and still no service... Room 234 and nobody has come to do service to my room house keeper is lazy here and don't wanna do her job. Booking.com should not send anyone here...

I am a frequent traveler and I have used Booking.com a couple of times. I just used them to book a 3 day trip for my mother in law and paid over $1000 for an oceanfront condo. I almost always check the main hotel site but this time I did not - BIG mistake. When I looked the next day, I saw I could get the same condo for about $200 less. So I inquired about the price match they supposedly offer. They had me send in things over and over - saying this was not good enough etc but I kept playing their game and sent in more. I even went on their OWN site which now had a lower price. THEN when they could not reject my claim for a normal reason, they said that NOW they were rejecting it because the cancellation policy was different. AND the crazy thing is THEIR policy was worse along with the price! NEVER EVER AGAIN. Go directly to the site or use a travel agent. Total rip off.

I live in Canada and I booked a hotel in the USA using my US credit card
They charged my US Credit card in Canadian funds! How stupid
I had to cancel my reservation so they credited back my US credit card again in Canadian funds
Which incurred a difference of $36.99 US funds
So when they say there is free cancellation it is definitely not free
I have no idea why or how it is possible for them to charge my US credit card in Canadian funds and then reverse the charge and keep 36.99 US which is almost $50 Canadian!
I would definitely recommend never to use Booking.com

Booked a hotel with Booking.com. Then found a lower price. Sent in the required documentation for low price match. Booking.com confirmed my submission and said I would receive a refund. Three weeks later and I'm still waiting on refund. Customer service no help. Will not use Booking.com again.

I am very disappointed with this company.

I used them to book a room being a Bon Voy member. I accidentally entered the wrong date and called them within minutes.

They said tough

I called the marriot and they made it right.

Why pay these guys a finders fee for doing nothing.

Lets work together and make it known that Booking.com passes the buck.

Booking.com advertises "free cancellation on most stays" but the platform allows properties to display misleading fees during your search. I booked a stay with Vacasa through Booking.com, and was charged 574.97 CAD instead of the advertised 258 CAD due to misleading fees. When I requested a refund, it was denied and I was charged an additional 291 CAD cancellation fee. The worst part is that Booking.com refuses to take responsibility for what happens on their platform, and their customer service is nonexistent. Don't trust Booking.com to protect you from deceptive practices by their partner properties.

We called both Booking.com and the Holiday Inn to cancel 18 hours before our stay, the call was at 9:30 pm on 4/15/23. The girl I spoke to stayed that she would call me back with in a hour.
I then called at 9:00 on 4/16/23 and spoke to a Mark and he stated that they were waiting on the Holiday Inn to OK the cancellation and that it would take 24 to 48 hours.
I called again at 6:05 pm on 4/18/23 and Antonio stated that he will send the request again to the Holiday Inn asking for the cancellation and return of credit card charges. I also spoke with the Holiday Inn, they stated that the refund was up to Booking.com.
I'm just getting the run around on this issue.
NO HELP!
Do not use Booking.com

We checked into Casa Vacanze Sky and Sea on June 8th. First the owner refused to meet us. Then a vile smell of sewage in the apartment. Blocked drains and no hot water. Booking com sided with the owner and we're left with no choice but to leave on the third night. We couldn't find anywhere in Sorrento so had to pay €35 in a taxi to an apartment outside of the city at 10.30 at night. They let us down badly. Terrible company

Tip for consumers:
The smell of sewage and no cooperation from the owner

I can't even express how frustrated I am with Booking. First of all, you can't even leave a review unless you have stayed somewhere through their platform. First red flag. Second, they don't own up to their mistakes. My husband and I booked a great deal, and even called to confirm that the price would not change...two weeks went by, and they decided that was a good time to tell us that we needed to pay an additional 55$ per person, per day. They didn't even mention that it was THEIR fault for posting the wrong price. They said if we didn't respond within 72 hours, they would cancel our reservation. I quickly got on it, and called booking to resolve the issue. They danced around the issue, weren't helpful, and kept promising they would "protect" us and make sure we had a place to stay...well, LESS than 72 hours later (only a day) they cancelled our reservation without our permission. They kept saying "I don't know why it was cancelled without your permission, that's weird" Now we are out a place to go for our honeymoon, and they could care less. As someone who never complains, and who is actually terrified to make phone calls and stand up for myself, I feel all my efforts were in vain. I just want to spare the shy people like me who struggle with confrontation. Don't waist your time and energy with this company. They won't take responsibility and resolve the issue. They won't protect you, and you could be stuck on hold for over an hour. I'm completely defeated.

Booking dot com booked a room that was already sold. Last time I deal with this operation. My wife is handicapped

Used Booking.com for various hotels in Italy and when something went wrong (they posted a room as twin beds instead of a double and wouldn't allow for a refund and dodged an email and two calls. They promised to call back after escalating an incident and didn't. On the third call back, customer service apologized for my "aggravation" and refused to let me talk to a manager or escalate the issue. They refused to take any responsibility, blaming the property owner, who then blamed them. It is a scam. I will never use them again.