Booking.com Reviews 

Incredibly frustrating customer service experience. I had a free airport taxi with my hotel reservation, but I needed to arrange it to pick me up the day before my check in date due to an earlier expected arrival. Exactly Same drop off location, etc. Spent a few hours going back and forth with the customer service team but they would not be willing to make this small adjustment. Completely stupid. Wouldn't even offer a gesture to compensation me for the EUR 50 taxi I need to now pay for myself, when I booked through them in the first place for this benefit.

I booked a room with air conditioning specifically because London was experiencing a heat wave. The room did not have air conditioning and was not reasonably usable in those conditions. I expected Booking.com to take responsibility for helping resolve the issue, since I purchased the accommodation through your platform.

Instead, Booking.com contacted the hotel, accepted its refusal to provide any refund or reimbursement, and offered me nothing. Both the hotel and Booking.com appeared to hide behind the argument that the other party was responsible. As a customer, that distinction should not be my problem. I paid Booking.com for accommodation that was not provided as advertised, and I expected Booking.com to make the situation right.

I am extremely disappointed with how this was handled. I have used Booking.com several times in the past, but after this experience I will not use the service again, and I will be sharing my experience with others so they can understand how Booking.com handles situations where a property does not deliver what was promised.

Can't access my booking. Tried to contact them 6 times. They refuse to answer. This is the most unprofessional company with the worst customer service. Should have come here first when i discovered they have a 1.5 rating. We will never use this company again.

Booking.com left us without accommodation and then told us they had done nothing wrong
I booked and paid for accommodation through Booking.com and received confirmation that the booking was valid. We travelled expecting to be able to stay there, only to arrive and discover that the property was no longer operating as a hotel.
What is particularly disappointing is that Booking.com had apparently not informed us of this before we travelled. We were left to discover the problem ourselves after arriving.
I contacted Booking.com for help and was offered an alternative accommodation at MIDNIGHT However, I was expected to pay around £96 upfront and then seek reimbursement afterwards. I did not have £96 available to pay upfront, so this was not a realistic solution for me. Being told that an alternative had technically been “found” does not change the fact that I was unable to access it because I could not afford the upfront payment.
I have since received a refund for the original booking, which I appreciate. However, I do not believe that simply refunding money for accommodation that was unavailable resolves the way this situation was handled.
I have tried repeatedly to explain this to Booking.com and ask for the matter to be properly reviewed and for compensation to be considered for the considerable inconvenience and distress caused. Instead, I have been told that Booking.com did nothing wrong because an alternative was offered and that, because I received a refund, the matter is effectively closed. On some calls I have even had the phone put down on me while trying to pursue my complaint.
I am not asking to be refunded for accommodation I received. I am asking Booking.com to acknowledge that a confirmed booking becoming unusable without the customer being properly informed, followed by an alternative that required money I simply did not have upfront, left me in an extremely difficult position.
This experience has completely destroyed my confidence in Booking.com. I used the service because I believed a confirmed, paid booking meant I could turn up and have somewhere to stay. Unfortunately, that was not my experience.
I would strongly encourage Booking.com to look beyond the fact that a refund was eventually issued and consider the actual customer experience and the way this situation was handled.
For me, this has been enough to make me seriously reconsider ever using Booking.com again.

After many years of using booking dot com for as many as six bookings a year most years I found their customer service incredibly poor. May booking was due payment today. I tried and could make payment for some reason on their site. Tried 5 different devices, the app, chrome and safari they literally told me the problem was me and my booking will cancel as payment hasn’t been made. No tech support, no supervisor. Spent 4 hours trying to sort it out with out doing so. Was told to send in a screen recording which I did then they said they can’t receive videos. Absolute joke and have lost me as a customer. Have cancelled all future bookings and will no longer use them

How to ruin a company. Answer? Use AI customer service to make it impossible to contact customer service when you need to resolve an issue.

I’ll never use this company ever again. Genius level 3 means absolutely nothing.

We didn’t realize that our booking was through booking.com not Priceline so we will never use either again. Our hotel room was dirty, the fridge was missing, and the cable box for the tv (assuming these were stolen). The front desk told us too bad. A male employee walked out of the women’s restroom with a cigarette in his mouth. After over 2 hours of waiting (being on hold for over half an hour twice with booking.com) they promised us a refund even if the hotel wouldn’t. Turns out, they are only refusing us $11. Unbelievable. We had to drive 2 hours to find another hotel with an opening. Booking.com is refusing to honor the refund they promised.

This is the shit hole company who's just making money and has no intentions to help the users . They won't resolve any issues and I have been waiting for the response since a week .
I really don't recommend this useless website being used on the online platforms.

I had a very bad experience with Booking. The accommodation was inappropriate and posed a serious health risk, yet Booking did not respond to my complaint for over two weeks. Even after I called, I was told that they would not issue a full refund. Very disappointing and unprofessional!

⚠️ Warning — Very disappointing experience with Booking.com

I contacted Booking.com days before my check-in date because I was unable to contact the property. Booking.com also tried to contact the property but could not reach them.

Despite this, I was instructed to go to the location shown on the map and wait until check-in. On the day of check-in, at the agreed 3:00 PM time, I went to the location as instructed. It turned out to be an apartment complex, and the property was still completely uncontactable. Booking.com was also unable to reach them.

I was then told to wait for the property to respond, even though Booking.com had already been unable to contact them for days. I requested a refund, but was told they could not process it until the property replied.

At this point, I was left without accommodation and without a refund, despite doing everything I was supposed to do. I eventually had to book alternative accommodation through another provider at my own expense.

I also spent a significant amount of time on the phone with Booking.com and lost a substantial amount of my roaming credit trying to resolve an issue that should never have happened.

This experience has seriously damaged my trust in Booking.com. I felt that the platform was more concerned about protecting the property than protecting a customer who had been left without a place to stay.

I honestly believed Booking.com offered reliable, verified hotel and accommodation options. This experience was anything but reliable.

My advice: be extremely careful when booking through Booking.com. If something goes wrong, you may find yourself without accommodation and still waiting for the property to respond before Booking.com will resolve the issue.

I would not recommend Booking.com based on this experience.

Booking are getting desperately poor - I'm likely to switch to a platform with some customer protection such as Trip.com

I booked a hotel in Scotland through Booking; all fine until the hotel messaged to say I couldn't get check-in info until I transferred £60 to a personal account. This rang alarm bells, so I tried to contact Booking customer support.

No response - for 4 days, despite the auto-message saying someone would get back to me within 24 hours.

Meanwhile I was out-of-pocket and without a place to stay in a city that wasn't my home at 2230.

Booking now say it's up to the hotel if they want to refund me for the unused night (of course they don't!) - Booking are taking no responsibility for a listing that could potentially leave customers in danger.

'Genius level 3' is a joke!!!

Our accommodation in Montreal was cancelled by the owner. Booking.com assured us they would cover 95CAD on the difference in price to where we rebooked. A small penance as the accommodation we booked in advance had since doubled in price! They said on production of a paid invoice this would be done. I have now wasted hours on the phone, had to send bank statements and receipts and now my emails are being ignored and the phone calls cut off when ‘transferring to a supervisor’. They tell me booking.com does not have a complaints procedure. I am a genius member and have used them for years but since this experience I will no longer be doing so!

Booking.com had no real customer support. I booked a hotel, showed up on time. The entire hotel was without power. I had to go find another hotel. I still got billed hundreds for the one without power and customer support did not help in any way. Never using them again.

Terrible customer service.

I recently tried to make a reservation on the website. After I paid for the reservation and the amount was charged to my account, the website told me that the option I had chosen was no longer available and that I had to select a different one.

I didn’t receive a reservation number or any follow-up. I was simply charged. I also contacted the hotel to ask if a reservation had been made in my name, but it hadn’t.

I couldn’t get in touch with anyone from customer support. I lost €150 with no reservation and no way to try to get a refund.

Booking.com has the worst ever customer service team they don’t help you in anyway they tell they will keep you in informed regarding a refund and email when they have heard back from the hotel 3 days later still no email when you contact them you get told we’ve still not heard back anything yet they are allowing the hotels to mislead there customers if a hotel gives misleading information then surely you should be entitled to a refund

Awful customer service. I tried to get in touch with Booking.com regarding an issue with plane ticket, but I haven't received any response for multiple weeks.

I had the worst customer service experience ever. The airline changed my flight twice and I decided to get a refund. They weren’t helpful and wanted to charge me $150 for it. It wasn’t my fault the flight changed. Then they wouldn’t tell me how much I’d get back and wanted me to process the refund without that information.

Their responses were ridiculous and they used saved responses instead of helping. My case has been open for almost a week with no updates. My return flight is in two weeks and they’re pushing me to the limit while all other options are getting more expensive.

What a ridiculous company

I booked a hotel through Booking.com, but my reservation was never properly confirmed. I did not receive a confirmation email or a booking reference. Instead, I received a text message on my mobile with a link to click on, but the link did not work.

What makes the situation even more frustrating is that my credit card was nevertheless charged.

I contacted Booking.com and completed an online form to request a refund. I was told to wait seven working days and assured that the money would be refunded.

After seven working days, I still had not received anything, so I contacted them again. This time, I was asked to wait an additional three days.

Once again, nothing happened. I contacted them again, and the process started all over again.

It has now been more than a month, and I am still chasing Booking.com to get my money back.

This is extremely frustrating and disappointing. The whole process seems unnecessarily complicated and time-consuming. At this point, I cannot help but wonder whether this is part of Booking.com’s business model: making the refund process so difficult and lengthy that some customers eventually give up trying to recover their money.

Booking.com are running fraudulently.

They associate with auto union who will fail to make you aware a credit card is required to book (Amex not accepted). At that point they will attempt to charge you €740 up front on a debit card. Full excess +fee

You will be provided no means of cancellation by auto union or booking.com so you either lose your deposit or you lose it all.

We are seeking legal action.

#bookingcom has failed to provide adequate means to cancel. Do not use them

Ref: 771966136

Don't book transfers through booking.com. They have an agreement that driver will only wait 15 minutes after your booking time. If your connection is late being plane or ferry the driver will leave after the 15 minutes and you won't get a refund or another connection even though I was in contact with driver and he knew we were running late. He even called me a liar when I had a go at him for leaving us high and dry. Customer support was useless as they agreed with driver. I will never use this service again. I cancelled all upcoming transfers through booking.com. I wish I could cancel all my accommodation bookings as well but too late for that.