Booking.comReviews 4,274

I had two hotels booked through BDC cancel in the space of 24hrs. No help from customer service despite being a level 3 loyalty customer. Booked a third, got the confirmation through, expensive taxi to hotel, it was shut down!

No help from BDC. Running low on battery, wifi and day light in Costa Rica, we managed to get hold of someone on Airbnb and secured an expensive apartment. BDC said they would cover the extra. Cut to three weeks of hellish, at times comical customer service, who outright lied to me, misled me, made me jump through hoops to attain invoices from not only Airbnb but the hosts themselves. They then wanted bank statements, the same invoices sent again. At times they had no idea who I was, they responded in different languages, and I never spoke to them same person twice. Over 20 agents at current count and I still haven't received any refund. I will never use them again and advise anyone contemplating using BDC to factor in that if there is ever an issue, you will receive no help and eventually be out of pocket because of their awful systems.

I rented a condo, pics are not the condo I rented. They say we take pics of all of the properties... and apparently only show the nicest looking ones. When u get the contract, it is not the same. Should be a national lawsuit.

We booked a house on booking.com and confirmed prior to our date of arrival. We were told we would receive the door code and pay upon arrival. When we missed the call and called back 3 hours later on the day of our arrival we were told that our ressrvsrion was cancelled and that our hose was no longer available. This devastating news was unbelievable and our wedding event was about to start and all of our plans needed be immediately adjusted. When we called to file a formal complaint we were told that they had the right to cancel our reservation because they couldn't confirm our credit card right away. Please be aware of their policies and know they are a Company that provides no assurances of services. Find another company! And don't say I didn't tell ya!.

Booking.com lied to me and the hotel saying they would issue a refund of the nights refunded to them from the hotel. I have made multiple calls about this and no money has come back to my card yet but the hotel shows where they refunded the actual money to their virtual card. So use the hotel and shut these foreign thieves down! That is stealing! They are the worst I've ever dealt with! I would give zero stars if that was an option!

The place felt unsafe, elevator not working, stairwells creepy, people loitering, room could've been cleaner. When I tried to check out and politely told the person behind the desk (who happens to be the owner) that I didn't feel safe, he became mocking and condescending. After some effort, I found another hotel (much better!). Booking.com refused to give me a refund, taking no ownership for the booking. They called the owner and left it up to him- the very person who insulted me! - whether or not he was going to keep my money. Of course he did. There is something very wrong with this system. The hotel owner is not held accountable (He is rewarded!) and Booking.com accepts no accountability.

I have typically have not had any issues with booking.com and have been using them for years. But there has been now been two times that the customer service has been the worse I have ever had. One other time and now this time. I had asked for customer service for assistance on a flight issue I had where I had to cancel one of the people on my booking. When I went to call them they said another department will be calling me to sort this issue out. Due to my issue they said that a voucher will be sufficient enough and that was all I was asking for. I wasn't asking for a refund. But when the so called customer service called it was from an international number. I answered it at first because I wasn't aware of the number, but then they identified themselves as GotoGate and working with Booking.com on my issue. First of all the lady on the other line was not understanding of my situation at all, she didn't even want to hear what the reason was for cancellation, began reading me policy and procedures but was very cold, wasnt listening and even didn't let me speak. She said an email will go out on what was needed but when she sent the email it just said to send the document that was spoken of on the phone when I asked her to send an email on what was needed. Then a second email came in and still not clear. I called customer service again and again they wouldn't let me speak to the department I needed to speak to. They said they would call me. I told him that I hope it is not an international number again because they charged me international fees last time for the call. It wasn't bad enough that my issue wasn't getting handled but this and to find out that they canceled the other flight without speaking to me. 4 days later still no call or email or follow up call/email. Called again asked to speak to a supervisor they said they put in a request for the supervisor to call back. Again 2 days later no call or email. I am so upset and this is the worse I have ever had with any customer service. I am deleting the app and I am not using their services again. I hope if anyone reading this be careful in purchasing with booking.com because if you have an issue good luck getting anything g resolved

They charged me 48 Euros though while reservating it showed only 28 Euros. They didn't try to resolve the issue and just ignored my screenshots claiming it didn't contain a date (their system doesn't allow to take screenshots with dates - I guess it's with intentions to do scams like those).
I used to use them every other day as I'm a world traveler.
No More. Don't work with scammers and cheaters.

Shocking customer service. I booked an internal flight in Chile with Booking.com and the airline moved the flight back by an hour, which was not convenient for me. The airline offered me a full refund but this had to be claimed through the travel agent. So I contacted Booking.com. They would not give me a refund since their agreement with the airline was to provide no refunds (despite the airline changing the flight!). The CS agent said I had to contact the airline and ask for a written letter confirming they were happy to refund me. Well, if you have ever tried to contact LATAM airlines, a small latin-american, spanish speaking carrier and try to get them to write a letter in English - it was a joke. I was not able to get a letter and Booking.com refused to refund me. As such I am out of pocket and have no other options that to buy another ticket.

I couldn't leave this open ended and not tell people why your giving booking.com a commission for NOTHING.
This summer, I booked a hotel in Greece through them. I realized before leaving I made a mistake with the hotel reservation as the names were so similar in different parts of town. I booked without cancellation so I called the hotel directly. They understood and said they would credit me, how nice was that. They told me to call booking.com and they will okay it. I spoke to one agent and she said she would verify with the hotel and call me back. She never did. The week after I spoke to another agent and she said, she would cancel the reservation and then call the hotel and get back to me. She did cancel the hotel but didn't get back to me. WHAT SERVICE, there is none.
Why use booking.com? They don't do what they say and don't follow up with their clients. I never received my credit.
I also called the new hotel, in Greece and received the same price as booking.com
SO tell me why use their service? Maybe with this post I will get a response!

I was fooled by booking.com assertion that credit card was used "only to hold the reservation but would not be charged." It would only be charged upon arrival at the hotel. When I wanted to cancel the reservation, THEN the word "non-refundable " appeared. Totally deceptive practice meeting definition of word "scam."

Special thanks goes to HAJAR, Who guided us through out. He also explained in a very good way, why they could not take any more new bookings, when we wanted to book when we return back from Reading.

We booked an apartment via Booking.com for a holiday in Croatia. On arrival, we discovered the apartment did not conform to the photos or description online. The online presentation shows a single storey, singular residence surrounded by garden and greenery and describes the apartment as having a patio, which is the way shown in the photos. Instead, it was a closed concrete box with no direct access outdoors, no patio and is part of a large apartment complex surrounded by concrete in a run-down neighbourhood strewn with garbage.

We contested the apartment immediately with the owner and he became aggressive and hostile, frightening our young children. I managed to calm him down and after a lengthy conversation and showing him the profile of his apartment online, he admitted it was incorrect and he would have to modify his Booking.com posting. (At the date of writing, he still hasn't.) However, he told us we would have to stay at the apartment anyway or lose our €738.65 booking fee. We left anyway. We were able to find alternative accommodation but with increased costs associated. I have no doubt it was the right decision to leave.

I then received an email from Booking.com saying the property owner had made a claim to be paid because we had failed to present at the property, which was an obvious falsehood. The property owner deliberately posted a false presentation of the propertry online and continued his falsehood claiming we had not presented at the property when we had.

We referred the situation to Booking.com. It offered us a paltry €79.00 as compensation and referred us to the property owner for a refund, which is obviously a useless exercise when confronted with a fraudster. Despite being the booking agency through which payment is made (and thus, my contract is with Booking.com), Booking.com does not guarantee the integrity of the properties offered and does not stand behind consumers. It encourages the fraud of consumers on its website with its inaction.

I have now referred the situation to police and my credit card agency as Booking.com is useless in resolving an obviously fraudulent sitution.

I am furious at Booking.com and its subsidiary Rentalcars.com. I prepaid $6,500 to rent a van in Rome, but when I arrived, Rentalcars.com told me there had been a mistake in the reservation and refused to rent me the van or to reimburse me. Instead, I had to pay Enterprise separately in order to rent the same van. Booking.com has refused to even answer my complaints. I demand that Booking.com resolve my reservation *******.

I had to cancel my trip at the last minute due to a family illness that required me to cancel my trip in order to provide care for family members that are under 13 years of age. Due to this, it was painful to find the customer service phone number to appeal my circumstance to get a refund. When I found the number, the customer service individual was lovely to speak with and assured me that an agreeable arrangement would be found. I had some faith in this representative. The B&B owners have flat out said no to a refund and suggested I stay at another time this month. This was my only holiday time that I have and is being spent caring for my 2 little family members due to circumstances beyond my control. I am disappointed and heartbroken that my vacation was cancelled but I am even more upset by the fact that I am out the entire amount of money. Super easy cash made by booking.com & the B&B owners. Well done everyone for taking my money and upsetting me even further. I will never use this site again, nor will I ever consider staying at a B&B ever again.

Why would someone prepay over $100 for a car service that can't be rebooked when given more than 3 hours in advance? Prepaid and not refundable. This site is a scam. Read the fine print and choose another service.

My boyfriend and I booked a hotel in Columbus OH for two nights. We went to check in and they said they only had availability for that night. They said booking.com was 4 hours behind and they were having issues. When booked we selected pay at the property. We never paid and never stayed yet my boyfriend was charged for one night at $206. He has yet to be reimbursed. So not only were they wrong about the availability but we were charged for a room we didn't stay in. Never use these people again! He has been on the phone with the booking.com people and the hotel and no one is refunding his money. This is robbery! I'm sure it's illegal... will be consulting a lawyer.

Do not use this site for booking anything! To make a long story we have been trying to change our 2 day reservation at Seneca Resort and Casino due to COVID. We were promised 3 times that this would be remedied for a change of dates. The hotel has been wonderful and would not use a third party again. Lesson learned. To add a little more, we asked to speak to a manager at booking. Com and we're hung up on. So frustrating fully understand the one star status.

I booked through booking. Com for Anglesey Arms. I had E -mail to pay. I tried twice with my wifes Card, then with mine, money in bank can prove. I phoned B.com and requested me pay over phone with card, she said pay on line, I said will not work. I phoned hotel and told twice no problem, could pay on arrival. I phoned hotel third time and told Cancelled and room booked!

Regards Larry.