Booking.comReviews 4,274

A continuing stressful situation with Customer Service.
I booked and paid for (IN ADVANCE) for a return taxi London Gatwick to Worthing, Booking.com confirmed the booking, but dispite my many many emails asking for the exact contact details of the taxi company they totally refuse to answer, all they keep saying is that the booking is confirmed. If the taxi does not arrive we have no way of contacting the taxi company. A very worrying situation. We will not choose to use Booking. Com in the future.

Car Hire Disaster, Beware!

I booked a car via Booking.com for a Mexico holiday and paid for the additional excess insurance. I collected the car and we subsequently had an accident after which I found out my policy had been cancelled without my knowledge and with no notification from Booking.com other than a refund on my credit card for the excess insurance. I have made a claim which has been rejected and closed with no communication whatsoever from Booking.com. This is extremely disturbing that they cancelled my insurance without my knowledge after I had collected the car and did not notify me of this fact then failed to even communicate about the matter. They claim it was somehow cancelled online in the day it was activated. They refuse to provide me with evidence that the policy was cancelled, when it was cancelled and by whom. I was informed by their phone agent that this must be a technical error and that to cancel the insurance I needed to have emailed Jigsaw Insurance which I had not done. As far as I am concerned Booking.com illegally cancelled my insurance and did not notify me of this fact. Booking.com and their travel insurance company, Jigsaw Insurance, are both registered in Malta so you have no real recourse.

What I learned the hard way:
Never make a booking through Booking.com.
Use their website to find a good deal then book direct.
Buy insurance and excess insurance direct from the local car company. If you do have an accident you can just drop off the car and walk away.
We had to pay the $800 car damages only to find out we would never recover them from Booking.com
They are based in Malta for a reason, to avoid paying tax and to avoid and responsibility to their customers.

Booked a flight in Argentine pesos, paid for it by CC but after paying was charged in US dollars. Called to cancel as the exchange rate is unfavorable and this is highly deceitful. Was told I needed to decide on canceling in 20 minutes or it would be to late for a full refund. Charge to cancel was supposed to be 5500 ARG pesos X 2 travelers, to which I agreed to however they held back 261$ CND. Go To Gate are a bunch of crooks and I will never book with Bookings.com again! Also when you go to pay it says ARG Pesos, but you get charged in US funds then it get converted into CND$. Your ripping us off on the exchange rate. I recorded my conversation with the dork at *******@GATE saying I would get a full refund minus the 5500 APESOS X2 but that's not what happened. So I'll take it up with my CC (because talking to booking is like hitting your head with a shovel) company but regardless of what happens I will never book with booking.com again. The screen shot was taken after the purchase which is why the amount is slightly different. I didn't realize I was dealing with such a bunch of thieves that I'd have to record everything said and every action taken just to prove my case! You really are a bunch of low life's. You need to give me back all of my money as I cancelled 1 hour after booking your deceitfully priced product.

Got an email from booking.com yesterday for check in for my flight today at 7:15 Austin to San francisco get to the airport and was told my flight left at 2:45 today. Called and talked to an agent and he said email were sent out and i told him there was no other email in my inbox and he said to check my junk mail. They didn't call or text me of the changes. This was international flight so needless to say i miss my connection flights as well. I called several times for help but they says they will call me back. So i'm sitting here waiting.

Honestly I had a good experience with the customer service representative over the phone. I believe he did his best with my situation. What I am not satisfied with is the fact that only 2-3 weeks out from my hotel BOOKING date (let alone rental date) there is no way to refund my $132 rental because the hotel I checked out on the site was basically a scam. I won't use booking.com anymore, not because of anything the customer service representative did, but purely due to the poor moderation practices that booking.com itself uses to decide which hotels it is affiliated with. At the time of writing this, the hotel is STILL on the site for leasing which just further proves the point that booking.com is perfectly fine with stealing money through faulty reservations.

I had a reservation which I cancelled and never checked in to the reservation was for the 30th of December through the 1st of January. I have called the hotel they only charged one night since they have a cancellation policy( I understand) however I was charged the full amount by booking.com. I have already contacted them on multiple occasions, where they give me the same response, that they need the approval from the hotel. It's not the hotel if they only charged me for one night, I have spoke to three different people (Oscar, Aya and the third I did not catch a name) but the last one I spoke to said since it's a complicated situation and they will have their superiors reach back, what's so complicated? Give me my partial refund if the hotel only charged one night. One of these people hung up on me, and I know they won't call me back so I'm going to have to keep wasting my time by calling continuously and re explaining this situation.

Customer service is key, this is by far one of the worst experiences I've had.

I made the mistake of booking our New York trip with Booking.com way in advance and locked in my hotel rate months in advance but of course weeks before our trip I noticed that the rates had dropped and I was paying HUNDREDS OF DOLLARS MORE $$$$$. Ok, that's on me and I accepted it. But when I noticed that the suite I booked only came with a queen bed I reached out to Booking and asked if they would change me to the larger suite that had a king size bed that was now CHEAPER than what I paid and i was told NO. Thomas with their "customer service" sent me a message and LIED telling me that the other suite was not available. But I was able to go on the booking.com site and CLEARLY SEE that the suite was available and at a lower price. This company is horrible and they really do give a bad name to discount vacation sites. This company is the ABSOLUTE WORST! BOOKING.NOT

DON'T DO IT!

We ve booked an Accommodation in December last year in the UK. When we arrived the door was locked and the key box wasn't accessable. Ist was freezing cold and no one called us back or advised us what to to. After 3 hours of waiting outside in the cold we had to find something else to stay. We have informed booking immediately and we were told that it is fine and we will receive a refund. One month later they offer us 100€ instead of 600 €. That the best they can do... Really. We had agreements and called booking over one month almost every day and talked again and again with several customer service representatives. And now after the vacation and so many discussions thats all they can offer... I will never book there again... It's ridiculous

I put the wrong date in a hotel booking and called booking.com within 2 minutes of entering the reservation. They insisted that the cancellation fee would be payable if I cancelled. Even after the property agreed to waive the cancellation fee (3 full nights charge), booking.com refused to cancel without the full cancellation fee. It took 2 days of phone calls, messages, texts before they finally agreed. It's hard to imagine a business that is so greedy, so downright nasty, they would insist on collecting a $550 cancellation fee for a mistake that I tried to correct within 2 minutes! I will certainly never deal with them again.

Absolutely horrendous company. Fraudulent and terrible. I booked a flexible ticket with them and spent 13 hours on the phone trying to use that service which I had already paid for, to move my ticket. They screwed up my booking completely so much so that I was unable to return on my original return ticket and had to buy an entirely new ticket at the airport 15 minutes before flight. Terrible customer service than never call you back and can't help with ANYTHING. Of the 13 hours I spent on the phone with them not A SINGLE AGENT could help me with 1 THING. You get bounced around from agent to agent having to retell your entire story to them each time and no one has a CLUE what they are doing. Horrible horrible horrible. If I could rate them a 0 star or -15 stars I would, they don't even deserve a 1.

Don't ever use this website,It's horrible and a scam. Customer service is horrible... Anybody who sues them should call me, I'll gladly testify against them.

They are woke, don't use them. When will companies learn that the majority doesn't like agendas pushed on us

We booked a hotel 6 months ahead then four days before our stay they canceled oue hotel and booking.con gave us no good reason why and they wouldn't rebook the room
We have a good reason to call a attorney and sue them for there poor service I recommend nobody to use them my vacation was almost ruined by them

I booked airline tickets on Booking.com for several flights within the US. When I was unable to fly, due to Covid restrictions, I cancelled the flights - Booking.com offered me flight vouchers as compensation for these flights. The vouchers, however, are IMPOSSIBLE to use!

First of all, the vouchers are for KLM flights only, even though my cancelled flights were on Delta and Alaska airlines.

Secondly, I can only use the vouchers on internal USA flights, since that is what my cancelled flights were. Now since KLM is a Dutch airline, and does not operate flights within the US, this is clearly not possible. Booking.com explained that I could perhaps find a US flight that had a KLM codeshare flight number. Seriously? How is that possible?

Thirdly: If I were even able to find this elusive KLM-codeshare USA internal flight, I would have to phone Booking.com and wait on the line while they in turn got on the phone to Delta or Alaska airlines in order to make the new booking. I did try three times to phone Booking.com, but got put on hold each time for up to 45 minutes, then got cut off.

So basically, I have an ice cube's chances in Hades of using these so-called "flight-vouchers". I have lost the $651 that I paid for these flights - and this trip to the US was for my father's funeral.

I give Booking.com 50 million negative stars and I will never use their services ever again. I suggest you don't either.

Booking company takes your money and does not provide a guarantee it promised. So better book your travel directly with the hotel or at some other website. Here are some more details from my experience. I travel a lot and I personally used Booking for 5+ years. Yeah, it was just my habit until I realized that there is no benefit to use it. It took me long time to understand it...

Booking promised lower price on the market. This is fake and scam. For example, I made a booking and payment beforehand for the hostel in Lithuania. At the reception, I heard other guests making booking directly. Their price was lower. I asked the receptionist and she confirmed that the price is lower that at the Booking. I sent a claim to Booking and its customer service said me simply saying to back off. Customer service specialist told that they don't see the hostel price at the website, I responded that the hostel has merely no website. Customer service failed to even attempt to call the hostel directly Also I asked customer specialist to connect me to the supervisor and they never responded. Other guests told me that it is normal practice for hostels to make prices lower that at Booking, so better to book directly with the facility.

Just to remind, Booking takes commission up to 25% of the hotel or hostel price. So if you pay say $30 a night, $7.5 of that goes to the Booking and only $22 goes to the hotel. So it is better for you and fo the hotel to book directly with the facility. Booking does not provide any service, any guarantee, any help. You can find the hotel on Google Maps or any other source. You can make a booking directly with the facility by calling it or chatting and it will be more reliable rather than via Booking.

Is it worthy to pay such a commission to Booking? Not at all. Booking does not provide any guarantee of stay. I travel a lot. Rarely, some conflict situation with hotels arise. Once the hotel made an illegal demand to me and I denied, so the hotel staff kicked me out of the facility. That was a booking I made with Booking. Did Bookig help? Not at all. Booking customer service told me to back off and ask local authorities for help. Overall, I have never had any positive experience with the Booking customer service. It seems like Booking pays to its employees for keeping repeating "back off" in other words to its customers.

Booking is a multi billion (no kitting!) scam company. The scam nature is: the company promises to its customers lower prices and guarantee of stay. In fact it is not true. I personally will continue my travel by other means..

Stay away! You will get to the destination and then realize that your reservation has been canceled! By whom, try to figure out. I travelled to Saint Tropez, made my reservation through Booking.com. Spoke with multiple agents at booking, and "location", arrived late around 10pm, due to accident traffic. The location didn't exist, not front desk or contact. Call booking.com, no help an value added, simply saying the location canceled my reservation. Stay away from beautiful apartment in downtown Saint Tropez. Save yourself the headache!

Booking.com made a nightmare of my reservation. I booked a trip to Paris for my daughter's senior vacation for 3 guests. I chose a room that stated sleeps up to 3. After paying for the package I got the confirmation that the room was for 2 adults. They were completely unhelpful, unapologetic, and uncaring. NOBODY should ever do business through booking.com.

They are fraudulent as fraudulent hotels are associated with them and booking.com took no responsibility.
My booking confirmation was *******674

My vacation was supposed to be to Puerto Vallarta, Mexico in Feb 2022. I am from the Ukraine. War started a week prior to our planned vacation. Family and friends, the country were/ are in peril. Nightmare. Priorities changed. Contacted both the hotel and booking.com several times, no leniency, not even an extension. Took our several hundreds of dollars, 711$. How do you believe in humanity after that? My teacher's salary vs millionaires. Ownership in Netherlands? Shame on you! Remember WWII? Or the French invasions centuries before? War is a high degree emergency. Humanity is at a premium. I will never again use your services.
Laura H

My conference was rescheduled from January 3rd to January 9th so I had to cancel and reschedule my flight. I called to reschedule my flight and the customer service rep re-booked it for the right day wrong time. I kept telling him that I needed the same morning flight times so that I could make it in time to my destination to pick up my rental to drive an hour to my destination. It was over a week and customer service never called me they said they had to listen to the recording but when I called back they said they have trouble with getting the recording. I can't believe this site it is very untruthful and damaging personal and professional appointments. No one attempted to contact me. I could not make the flight I had to pay extra money to fly another airline so that I could be in Boston by 1 pm not 7:30 pm