Booking.comReviews 4,273

Booking.com emulates the hotels' booking sites, so when you're booking, you think it's through the hotel, but it's actually through them. BE CAREFUL.

I was refunded money from a hotel over 3 weeks ago. I called booking.com the day after the refund was processed and they verified it was there. I was told it would be refunded. Nothing.

I sent an email with the confirmation and pin to ask where my refund was. I got a reply back asking for my confirmation and pin.

I called again, and mind you each call has a wait of 20 minutes or more. I was told by the agent that she would check into it and the refund would be processed. I told her I was not hanging up until it was.

There's no sense of urgency and if I didn't press for my refund, I'm sure I'd never get it. At this point in time, I still haven't. Stay tuned. Still on my 45+ minute call.

Hotel, car hire, severe weather event, hotel advised to cancel. Booking. Com just gives you the run around when trying to get a refund. No one wants to take responsibility and sort out a refund or credit. We had to cancel through no fault of our own. Would not use again

Get English speaking reps! Lost our room last night for my daughter's 40th birthday so embarrassed! Rep booked us in another town now they won't refund my money. It was totally all their fault! Would never book through them again and neither should you!

Currently stranded in Niagara Falls with no room and no support thanks to booking.com. Hope you don't actually need a room because if they mess things up they drop you flat, in a strange city/country and you get to sleep in your car. Thanks booking.com for NOTHING

The pictures on their website do not reflect what you actually get at the hotels. We booked an executive VIP room at Rodos Palace after a long delayed flight got our room nothing like what we thought we paid for other guests in lobby complaining about the same issue. Called Booking.com
To complain they said it was the hotels fault and basically the rude barley English speaking staff washed their hands if the situation, I paid £300 to upgrade the room to one we thought we were getting so save your money and go elsewhere or book direct

Booked two rooms at a basic hotel that didn't take reservations over the phone. Made to use online booking. Got to hotel and it was literally scariest place I've ever been. Was told by people in parking lot that it was under investigation for drug dealing. The hotel had also just had a recent shooting. We left without receiving a refund. Called booking.com customer service lady was nice but put me on hold to call the property manager. I waited on hold forever then the phone just disconnected. The hotel was not a safe place to be at let alone sleep there. But the property had already been paid so they didn't care we left. Still waiting on my refund. Would not recommend using this online booking agency that offers reservations for such a shady place.

I booked a room with Booking.com in a motel in Denver and got a dirty room that smelled of cigarettes. I left and booked another hotel.
The receptionist apologized and said I should get a refund from booking.com
Customer service at Booking.com was useless and I never got my money back.
I will never use booking.com again

I booked a trip with friends, we were planing to go to Europe, couple places, we already booked but then unfortunately we cancel the trip. Refund was very easy, funds were back on our credit card, it was very suprising to me :)

I was charged for a hotel room 4 days before arriving at my hotel, and then for the entire 6 days stay. I've never heard of such a practice. Usually you make a deposit, then pay at the end. Furthermore there is NO CUSTOMER SERVICE phone number on any of my emails from Booking.com, nor on their website. I finally found a number on Google and the person answering my call was in EGYPT. It was not easy to understand him. He stated that I would not be charged until I checking in and if for some reason I had to shorten my stay it was up to the hotel to reimburse me although I would have to contact booking.com. Nothing is. In writing. I will NEVER use bookin.com because I do not trust this service!

Do not use this company, they will not be there for you if there is an issue with the reservations, don't even think about getting your money back!

I had a horrible experience on Booking.

I booked a round trip plane ride for me and my family of four through Booking. Weeks later, I wanted to move my first flight up a few hours. I confirmed the new flight and seat on the airline's site, and then logged on to Booking. There is no way to switch my flight via the desktop website, so I called customer service. I told the rep I wished to switch my first flight. He confirmed the new flight, and then charged me $1,500 for new round trip tickets for 4. He then kept me on hold, saying he was still confirming something. After ~10 minutes, he said he would call me back, since it was taking so long.

The next day I checked the airline website, and my flight was successfully changed. I checked Booking, and it still showed my old flight. I also had received an email from Booking saying my reservation had updated, but the email showed the old flight. (The Booking reservation number has not changed.) I called Booking and asked when they will update the flight on their end, and the rep could not answer that. I then asked when would I get my refund, since the first agent had charged me for a whole new round trip. She said that Booking doesn't give refunds. I told her that I had asked if I could switch my flight, and the first rep did not say anything about buying a whole new fare. She then explained that it is Booking's policy to pay/refund the difference in price when switching flights. I again told her that I have paid double for my tickets, so Booking was not following their own policy. She repeated some script and did not offer any real help. Eventually she said she would escalate this. She said I should expect a call in 48 hours. My flight leaves in 3 days, and Booking's website still doesn't have the correct information on my flight, for which I've double paid.

The next day, I discover that the first guy had also changed my second flight. I had never mentioned that flight, and neither did he. The rep moved my seats from row 9 to row 34, and split up my family across 3 rows. This is on top of him charging me again for the exact same flight.

This has been a completely horrible experience with Booking. Why would someone switch seats on a flight that I never mentioned? Why would someone charge me for 4 additional tickets, for the exact same flight? Why is Booking's database still telling me the wrong flight information 3 days after two reps have confirmed the change to my first flight? Why did the second Booking customer service representative refuse to help fix this when it is such an obvious screw up?

I rent my house via booking.com but did not payments since the beginning of July. I had to prove the location of my property. (I found that out myself when logging in at partne extranet) I sent the requested prove. But novody responds. When I call them The Dutch employees tell me they have o idea how to handle all complaints anymore and they have no idea when I receive my money.

We were always booking our accommodations through booking.com and we were always satisfied, till last 2 months in which we have only problems with their Customer Service. It is no longer a serious Company which you can count on! They don't care about their customers, so after 10 years we are no longer belong in their customer list and we suggest everyone to do the same.

I recently used Booking.com to book my flight from Mexico to the US. I spent almost $500 on seat selection for my family and I, so we can be seated in one of the beginning rows of a plane, because my family suffers from motion sickness. Once we arrived to the airport, The airlines gave us a ticket and we were seated in the second to last row. The airlines record shows that the almost $500 seat selection was not relayed to the airline by booking.com. The airline demanded we get a refund from Booking.com, since they never got any information about the seats. Upon trying to get a refund from Booking.com, I had to make multiple calls and emails, because the customer service agents gave me the wrong email and then an unusable email to send my complaints to. Then, booking.con said there was nothing they could do and claimed the airline had every right to switch us, although it was booking.com that never gave them any seat selection request or information at all. The lack of accountability, the horrible service, and the scam in general seem to be a daily occurrence considering the other reviews I have now read. Never use booking.com.

I made a reservation on 30 June through Booking.com for a Hilton hotel in Crystal City staying on 22 August. Because of issues I chose to cancel that hotel on 27 July. Several text to/from Booking.com resulting in taking the $198.79 as a "Cancellation Cost". Had I booked through Hilton as a Hilton Honors member, it would have been refunded. I spoke with Hilton and their words were that because a third party was involved, Booking.com, I needed to seek refund from them. Short of putting a gun to my head it is a shame that Booking.com is operating.

We stayed in travel hotel in Gesher Hziv. Location is good, close to beach and attractions. How ever the hotel loooks nothing like the photos on Booking.com
We payed 850 shekels for something that felt like a basic youth hostel. Very disappointing. The place and the room are not well maintained, no WiFi, food just ok couldn't even have coffee in the room because there wasn't even one cup there. Just overall felt for the price they charge they should really take better care of the place.

I had a reservation for a car. I attempted to change the pickup time and spent 45 minutes on the phone with a booking Rep who told me that I had no reservation at the airport. I had the reservation, it was logged on their site and also I had the contract, The person kept telling me there was no thrifty car rental there and when I asked to speak with his supervisor he hung up on me. They then charged me 138 dollars for a cancelation. I will never rent, travel or do any other sort of business with booking, com again.