Booking.comReviews 4,274

Unfortunately it's not possible to give zero stars to Booking.com. Last night the hotel Bento Inn in München in which we have booked our rooms and received the confirmation by email gave our rooms to someone else.
We called Booking.com for help, after waiting 12 min on telephone line, finally someone answered and after listening to our complaint the employee of booking. Com has shown a total negligence towards the situation that happened to us.
The BOOKING.COM should take even a little responsibility for their contracts with the collaborating hotels and not to damage the costumers..

Seriously don't use. The worst customer service I've ever experienced, even blatantly cutting you off so you have to go through the painful automated menu, several times.
Will never use again, guaranteed.

Less than 36 hours before we were due to go on holiday I received a text saying "sorry your accommodation isn't available for your dates" despite me having booking confirmations. No explanation, no follow up offer of alternative accommodation. So obviously I got onto their so-called "customer service" via Live Chat. What a painful experience that was. Never mind the painfully slow responses from them each time (the live chat took 45 minutes) they didn't deliver on ANY of their promises. The choice of several alternative, suitable accommodations I was promised turned into one with a take it or leave it attitude. We had booked a 5 bedroom house with pets allowed. They offered a 2 bed apartment, no dogs, which was more expensive. I was told to get in touch with them after our stay and they MIGHT be able to LOOK INTO a refund of any additional cost. I was also told that my original booking, which THEY cancelled, would be cancelled at no cost to myself!
Possibly the worst customer service I've ever experienced. Needless to say I will be avoiding them from now on.

Arrived at hotel to check in and was informed they don't use booking.com any more and my reservation should have been cancelled. They had no record of my reservation. Room given to us was not made up or cleaned. No pillowcases or blankets, no toilet paper. No towels, dirty floor, mold in toilet. The worst experience I have ever had. I will not use booking.com ever again.

DO NOT USE THESE ONLINE SERVICES GO DIRECTLY TO THE COMPANY YOU ARE DEALING WITH!
THEY ARE HORRIBLE - CUSTOMER SERVICE IS HORRIBLE! THEY ARE THEIVES

Paid for a room didn't get to stay lost the money also kept my deposit but I never stayed at the room

There was a problem with my reservation. At the reception desk, I was informed that my room was not available because of Booking and the facility communication process. After an hour of waiting, I got the room when I had already reserved another hotel in the city. Later problems with cancellation and Booking mindless fees only completed the picture.

I realized my flight was not going to get there on time to pick up my rental from Dollar Rentals and so I called them to confirmed what time they closed. They were closed by the time my flight landed so I chose to rent from another place at SFB airport. Now mind you I did not even leave yet, I contacted them the day before and confirmed all of this. Do not book a car on booking.com and then cancel it yourself inside this app. They will keep your money and expect that you sleep in an airport until they open. No one speaks English so there will always be a misunderstanding and that is how crooks get away with messing you over.

Dear Mr Owens,

Your reservation has now been cancelled and a refund of US$0.00 has been made.

Your refund has been calculated as below:

Cancellation fee: US$137.52
Amount Refunded: US$0.00

Dependent upon your card provider this may take up to 7 working days to process.

Sincerely,
Booking.com Reservations Team

I truly wished that I had checked reviews for this site before I booked. I will never ever use this site again! Ever! I booked a room with the option to cancel or change and pay on arrival. I was then charged with no option to cancel or change and no way to even speak to anyone for assistance. Good luck if you want to find an actual customer service number or speak to a human being. This site should be taken down and the fact that so called reputable hotels deal with them is a joke. But I guess the joke is on me for not doing my research and trusting what I read on this site. These bastards fooled me once and I hope that my review will help stop someone from using this site. If I could give zero stars I would.

I went to the hotel on March 30—many problems with the hotel maintenance. Smelly, wet rugs, too old building and not good maintained. Excellent front desk services. The hotel was aware of the problems, and they canceled my reservation. It wasn't my problem. It was the hotel problem. I called booking.com immediately, and they say not a problem, we will not charge you, but they did, and they didn't give me my money back.

Worse experience ever. Never use bookin.com. They take your money but don't care people. I trusted them and thought I was booking at a hotel, but ended up renting at a place called Residenza lago di Lugano in Switzerland. They took my money and made me cancel. Then booking.com did nothing saying it was their policy to keep the money if I was not ok about the place. Never trust Booking.com my only advise.

I had a property cancel my reservations hours after I was suppose to check-in. Booking.com confirmed I could find accommodations on my own after they couldn't locate a new place. Finally at midnight, I was able to book a place. I followed up to get reimbursed by booking.com only for them to say I wasn't eligible to get reimbursed. I'm out over $2,000, because they didn't refund me for the initial reservation. Never trust them.

Please don't use booking.com and book with the hotel direct! It's cheaper usually anyway. You can use booking.com to find available hotels and check reviews but then go to the hotel's website direct! Don't make my mistake.

I booked a hotel yesterday and booking.com said children of any age welcome. Then on agoda I noticed it said only 18+. I called the hotel and they said they won't take children under 12 so please cancel and we won't charge you anything. I have since been back and forth with booking.com and they are flat out refusing to cancel on my behalf. I want to cancel, the hotel wants me to cancel, but booking.com are being impossible.

I pre-paid 4 nights at the Hampton Inn, a Hilton property through Bookings.com for over $1000. Their website said then and says now "Free Cancellation, Most Rooms". I had to cancel two weeks ahead of time because of a serious medical emergency. They wouldn't refund any of my $1000. Since I cancelled, they can also re-rent my room which means they are doubly enriched. This is a scam. My confirmation number was *******925.

! BEWARE! IF I COULD GIVE THEM NEGATIVE 5 STARS... I WOULD!

Sure that app is easy to use and has some seemingly good deals... at least you thin so until you get to the hotel. WHAT A NIGHTMARE

First, the hotel says we don't have a reservation for you then they say oh yeah we do it's booked for tomorrow though so if you want to stay tonight it's literally 2X the price of your entire stay just for tonight. Then I spend hours 2 hours at 10 PM on the phone with a CSR who continues to tell me there is nothing they can do and BTW there are NO refunds even though we see the problem was on our end. I spend the entire next week on the phone multiple times for hours waiting on hold for someone to "get this corrected" by a supervisor only to be HUNG UP ON.

Word to the WISE... BEWARE!

P.S. The hotel was a DUMP... long story short I paid about $400 to not stay in a hotel for a night and $700 (<--400 + 300) to have somewhere to sleep. RIDICULOUS

I booked a one-night stay with a hotel using booking.com
Website. Unfortunately, I learned I tested positive for COVID-19. I
Attempted to contact the hotel to cancel my reservation but was
Told by the hotel to contact bookinf.com since they booked the
Reservation. Upon contacting booking.com I was told they
Reached out to the property and received a verbal agreement to
Cancel the request citing the COVID positive result, regardless of
The no cancelation policy. The associate informed me they will
Also need an email response from the property. I waited for two
Days and called back only to be told the property has yet to
Respond. The booking.com associate told me she sent another
Email requesting email cancelation verification. I waited yet
Another few days and called booking.com only to be told the
Refund still hasn't been given. I asked the associate if he can
Contact the property with another email, but I was informed by
Him that only two emails are allowed to be sent and they cannot
And should have never contacted the property by phone. Any
And all request I made to elevate or speak to a manager or
Supervisor was vehemently denied. I should have gone to the
Hotel regardless of my diagnosis and everyone else's health. It is
A sad thing when the everyday individual cares more about the
Health and well-being of others than business. However, I should
Have expected this. Booking,. Com is a horrible, careless service