Booking.comReviews 4,273

Booked a tour through booking.com.
My credit card was charged immediately.
The tour company never showed up to pick us up, so I called them same day. They assured me they would refund my money, through booking.com. I have called this tour company 3x and they told me they have refunded booking.com.
I'm still waiting from booking.com to refund me for a tour that should have taken place 4 weeks ago! They tell me they cannot refund me without written confirmation from the tour company, although they did receive verbal confirmation from them.
I have spoken to 3 or 4 different agents at Booking.com, and they tell me I need to be patient!
Do not use this company as they do not stand behind their promises on the app!
I had to get my credit card company involved to dispute the charge!

We booked our Hotel Plaza Inn room in July 2022 through booking.com (a 3rd party service I will NEVER use again). Our first room (room 127) had bed bugs crawling all over the bed. Also crickets. FILTHY, soiled linens. They moved us to another room, albeit cleaner linens, but the cockroaches in it added another layer. AVOID. The hotel refused to refund our money and BOOKING.COM was WORTHLESS in assisting (over a week before we heard a word from customer service, which was nothing).

They charged me for a stay I never stayed and the hotel was abandoned. The number on the sight was disconnected also

Booking.com use to be legitimately helpful and had decent prices. For years its been my go-to booking place. But Seriously, just call your hotels etc directly. I've had to do that over the past couple years anyway for one thing or another. The Worst: Booking.com prices are not accurate. I just booked a two night stay for coastal Maine at 528.oo. Sounds reasonable for high summer tourist season. But then once tax and resort fees were tacked on, price shot up 100.00 more. Pet friendly filter, ya right! You have to call directly anyway just to make sure they know you're bringing a pet. I did. Found out its 50.00 more a night for dog. So... what started as reasonable... is now over 700.00 for 2 nights in an average, not well-known seaside basic hotel room. And thank God I did call direct, because the hotel had placed me in a room that does not allow pets. What if I hadn't called? And all other rooms had sold out? These booking sites are useless. I'll log on to look at pics, maybe read some hotel reviews, but if in most cases you can get same price, and have to end up calling hotel anyway to make sure your details are clear, what IS the point? Just lose the middle man. Its dumb and they're getting a cut of your reservation $ so whats the benefit here? Click and done? Nope, more like click, worry, call hotel, check fine print, check again, call customer service... get stressed. Call hotel again. Ahhhhhh! Stop the madness! Good luck all. Have safe, happy and Smart travels!

Bad customer support for hosts. No phone calls from them, only irrelevant emails 48-64 hours after being sent. Staff is incompetent. All they know is how to charge a commission each month. I'm absolutely disappointed.

I found a fraudulent hotel/company and wanted to report it. I searched for hours just to report this fraud. There was no direct "customer service" nor was there a "contact us" button like in Trip Advisor (I reported the same hotel there too, since they are also promoting it). If you click on "customer service", it directed me back where I was. It's like a vicious circle. When I finally got where I should be, I could not simply click on "send" because I am required to log into my google account to be able to send the report. They should provide an email address to make scam/fraud reporting easier.

Well. We went on vacation and booked 2 nights with Booking.com over a month in advance. They never called us to let us know we didn't have a room. The day of check in we called the hotel to get parking pass... the hotel informed us to call booking because booking was told there was no rooms. They never called us! There were multiple people with this same problem! We called the online number and got no where... we were given *******649. And finally got Jayvee T on the line. After about 1 hour and 30 minutes minutes... of tring to figure out what to do... and offering me 2 or 3 star hotels because of price... instead of booking me a 4 star like I had... he put me on hold for over 1 hour and 20 minutes... making the call over 3 hours... he never came back... we ended up getting disconnected about 3 hours and 30 minutes in... and he never called me back. I filled a dispute with my credit card company. DO NOT BOOK WITH BOOKING.COM.
When I finally got a room and checked in the desk guy said this happens all the time with booking! Beware!

I ordered 3 nights in a hotel in Ashkelon, via booking.com online.
In their site they said that I can cancel the order up to a certain
deadline without any charge.
I cancelled the order half an hour before the deadline. I received a confirmation on the screen that I will not be charged at all. When I checked my credit card debits I was shocked to find out
That they disregarded my cancellation and charged me the full price. After months of correspondence with them, in which they used
Attrition tactics against me, I realized I will never get my money back. So I feel obliged to share my experience and warn my fellow consumers. Beware of this horrible company!
I have full documentation to prove every statement in this article.

Its the worst booking site, no refunds were given to me and no dates changes were made to my bookings, they mentioned its flexible, and asked for higher rates to modify dates but booking rates were same as I checked in the site.
Even the customer care agents say we understand your concern and still do NOTHING :)

I had a flight booked through booking.com to fly to Dalaman on Thursday 4th August 22. When myself and my partner turned up at the airport, there was no flight shown on the departure board and no desk to book in and no one to speak to. We decided to ring the airline that we were travelling with to be told that our flight was cancelled and that booking.com should have notified us as we had booked through them. We then contacted booking.com and to say they were uninterested was an understatement. We said well what are we supposed to do. They said we should contact the airline. We asked about our flight reimbursement and compensation and they said it's nothing to do with us. We were fuming. They asked if we wanted to cancel our flight, we said you have cancelled it not us. In a panic we tried to find another flight and managed to book one for 3 days later. Booking.com just completely washed their hands of any responsibility. We then needed to arrange a taxi transfer back home. No help no apology nothing. We noticed that lots of other people were turning up, families with children we heard them saying they should put the flight on the board soon. Little did they know, there was no flight. We contacted the airline again (Corondon) and they said they would refund us for the cancelled flight. Absolutely disgusting customer services by Booking.com. They offer flights you pay them, and that's as far as their responsibility goes. I can imagine that lots of people may have travelled long distances to get to the airport and were left stranded. We have lost 3 days of our holiday. Not happy bunnies. Lauren Hartley

I called five times each time was on the phone more than an hour to get my refund after cancelation, they just keep telling me you have to wait, first time 2 weeks, second time 30 days, still waiting for refund after 35 days.

We booked a house through booking.com. We paid the entire cost. The host required documents which we sent and he claimed never to receive. In turn he refused us entry causing us to get multiple hotel rooms.

When Inquiring with booking.com they admitted their messaging system messed up and still refused to pay us because the host already had our money despite us not having stayed there.

Booking.com cannot be trusted to get you into a room or refund you when their system steals your money.

Do not use booking.com

Amanda

Booking.com took my money for a reservation.
The owner of the accomodation told me to cancel and pay cash on arrival.
I couldn't cancel and get a refund... so I told the owner... they said well you cannot stay here then!
Booking.com not passing payments on to owner.
Waiting for a refund... never again

Booking.com uses a 3rd party contractor called Go To Gate to handle their flight customer service. They are awfully and intentionally incompetent. They will not help you with flight cancellations or adjustments. I booked a flight that got stuck in "pending" status and their only solution was to wait 3 days for it to go through. Mind you, the airline acknowledged it was odd for it not to have gone through immediately and suggested I have booking.com contact them to walk them through how to fix the status. Go To Gate refused to call, saying there was nothing they could do. I said, "All you have to do is call and the airline will do the rest." I then booked the trip directly through the airline and called Go To Gate back to cancel the pending ticket, since I now had a confirmed one. They refused to cancel the pending reservation and refund me my $. I disputed it with my bank, but the absolute lack of customer service and problem solving is alarming. I will NEVER use booking.com for another flight again.

I are getting ready to fly to Iceland on Icelandair from Chicago. I booked the round trip flight through Booking.com, and in looking at the details, we were charged for one checked bag. I questioned the 1 bag, as there are two of us checking bags. We were charged $142.00 for the checked bag only to find out that for our Standard Economy ticket, a checked bag is already included, so I have no idea what the $142.00 Booking.com charged me is really for. And when I called, an agent I could barely understand kept saying, if we check a bag, there's a charge. What a rip off. I will never use Booking.com again.

Booking.com wrote to me two weeks before my trip to say that the balconies in my Hawaiin condo complex would be under repair, being stained, work crews, unusable during my stay, and offered 50% off or a full refund. I chose the later. You'd think a "full refund" means that the money they took from my credit card would be the same amount as what was returned. No! They claim the missing $250 was "currency exchange" and the cost of doing business. My credit card company rep says they get a lot of complaints with booking. I'll never use them again.

Same thing happened to me as to several others who've reviewed. Booked for 6 nights, told the hotel when I arrived that I was cancelling the last night, hotel didn't charge me but ripoff.com did. Subseqently I read the fine print sent to me by ripoff.com. Seems that's one of their main ways to make money is assigning a cancellation date in advance of the hotel's cancellation date. Stay away!

They process your payments via Amsterdam so you will incur transaction charges. I contacted them before we paid our holiday and was told by their customer service team UK transaction so I would not incur charges which was rubbish as they processed payment from Amsterdam and I incurred £64.37 charge. I took this up with them they first said they would refund me and then they said they would not. You really don't know where you stand with them or can trust a word they say. I will NEVER book anything with this company again. If we all do the same they will go out of business.

I reserved a hotel room on booking.com and paid through my paypal account. I never received a confirmation email but I was charged for the room. When I called booking.com customer service, a recording came on that says they cannot help you if you don't have your confirmation number. But they never sent it! Do you see the endless loop they put you in? I contacted paypal to open a case. In the meantime, I sent messages through the booking.com website but the response I get is "sorry without a confirmation number, we can't help you." This is madness! What kind of way is this to do business? Then I found out from paypal that booking.com is contesting my claim and said they did in fact send me the confirmation email. Turns out they sent it to the the wrong email, not MY email. So paypal immediately refunded me. Thank God. These are the emails I received from booking.com telling me that they couldn't help me without a confirmation number. Which they never sent me. Which is the whole reason I'm contacting them! Then they gave me a phone number in the UK to call which I did and I got the same stupid recording that they couldn't help me without my confirmation number. So I just paid for an international call for nothing! Don't ever do business with booking.com. I have never seen anything like this. The worst business model I have ever seen.