Booking.com Reviews 

Booking.com has promised a refund of €500 due to a hotel relocation. They will never follow through and customer service is useless. They are incredibly difficult to contact and extremely slow in acting. I won’t use them again!

Made a booking for a hotel for the night before our flight, this was only two days beforehand. Within 10 minutes the hotel contacted me to say there were no rooms available. I went online to manage my booking (which was like jumping through hoops) only to be met with the most unhelpful customer service I've come across, they said the booking couldn't be cancelled or I would be charged the full £135. They suggested I wait until check in and when I couldn't then they would start the refund process. They also said at this point they would look for alternative accommodation. Unbelievable, absolute shambles. I must have used them 50+ times over the years, I'll be looking elsewhere from now on.

Paid in full, left without a room at night — and still no meaningful resolution

On 20 October 2026, we arrived at ibis Styles Parc des Expositions de Villepinte with a confirmed Booking.com reservation, fully prepaid at €385.

The receptionist told us there was no reservation in their system and the hotel was full. I showed our booking confirmation and payment details. We were still refused a room.

We were definitely at the correct hotel: I called the property through Booking.com while standing at reception, and the telephone rang right in front of us.

The hotel offered no alternative accommodation. We were told to contact Booking.com ourselves. We tried calling, but could not obtain English-language assistance through the French-language telephone menu.

Late at night, we had to find another hotel ourselves and pay another €366.06, plus a taxi and breakfast, which had been included in our original booking.

Booking.com’s handling of the complaint has made an already unacceptable experience considerably worse.

On 22 October, I submitted a formal complaint with supporting documents. Booking.com requested additional details, which I provided that same day.

On 2 November, I followed up. I received an automated acknowledgement saying they aimed to respond within 48 hours.

As of 5 November, two weeks after submitting my claim, I still have no substantive response to my reimbursement request, no explanation of what went wrong and no clear timetable for resolving it.

I paid in advance. I arrived as booked. I provided the evidence requested. Yet I am still spending my time chasing a company that has failed to address a straightforward complaint.

An automated acknowledgement does not resolve a failed booking. Asking a customer for information and then leaving their claim unanswered for two weeks is disgraceful customer service.

Booking.com, what practical value did your confirmation and advance payment provide when we were standing at reception late at night without a room?

I expect a proper investigation, a clear decision on my refund and additional expenses, and a specific resolution date.

I have retained the booking confirmation, proof of payment, replacement hotel invoice and correspondence. This review describes my documented experience, and I will update it if the matter is resolved.

Until then, I cannot recommend a service that left us to deal with a failed prepaid reservation ourselves and has still not meaningfully addressed the consequences.

I made a booking enticed by the offer of a free taxi from the airport. The link for the taxi did not appear in my booking. When I called I was asked to get one and I will get refunded.
Booking.com are not refunding . I spent hours on the phone, spoken to managers, made a complaint all to no avail. Today, the phone line, was cut off after keeping me on hold several times during a 30min conversation

I want a refund. When I got to the room there were roaches everywhere. I had to go to another motel. The clerk behind the desk was Erica Stull. You can call and speak to her about the roaches. I want a refund please
Thank you
Rhonda Boggs

We booked a house for four nights. As soon as we walked in the house cockroaches went scurrying away. We opened the refrigerator and one fell out too.
We were in the house maybe 5 minutes total and left.
We contacted booking.com immediately with pictures of the roaches. They asked what they could do to make our stay more enjoyable. Really? We aren't staying with the roaches, we fou d a hotel.
Two weeks later, they won't refund our money.
They rent a house with an infestation of cockroaches and won't refund the money.
The worst company ever.

I booked an "improved double" room category, but was placed in a "standard" room. To change the room number, they suggested cancelling the booking.

**🇳🇱 Nederlands**

Zeer teleurstellende ervaring met de klantenservice. Enkele dagen voor ons verblijf raakte onze zoon gekwetst. Ondanks een doktersattest hebben we meermaals geprobeerd via Booking.com de datum te wijzigen. Het hotel kon niet helpen omdat er geen manager aanwezig was. Booking.com beloofde ons telefonisch terug te bellen, maar dat is nooit gebeurd. Ondanks onze herhaalde inspanningen kregen we geen oplossing en verloren we €322. We begrijpen annuleringsvoorwaarden, maar verwachten in uitzonderlijke medische omstandigheden meer begrip, flexibiliteit en correcte opvolging.

**🇫🇷 Français**

Expérience très décevante avec le service clientèle. Quelques jours avant notre séjour, notre fils s'est blessé. Malgré un certificat médical, nous avons essayé à plusieurs reprises de modifier les dates via Booking.com. L'hôtel n'a pas pu nous aider car aucun responsable n'était présent. Booking.com nous a promis un rappel téléphonique, qui n'a jamais eu lieu. Malgré nos nombreuses démarches, aucune solution ne nous a été proposée et nous avons perdu 322 €. Nous comprenons les conditions d'annulation, mais attendons davantage de compréhension, de flexibilité et de suivi en cas de problème médical imprévu.

**🇬🇧 English**

A very disappointing customer service experience. A few days before our stay, our son was injured. Despite having a medical certificate, we repeatedly tried to change the dates through Booking.com. The hotel could not help because no manager was available. Booking.com promised to call us back, but never did. Despite our repeated efforts, no solution was offered and we lost €322. We understand cancellation policies, but expected more understanding, flexibility and proper follow-up in an unforeseen medical situation.

WARNING TO TRAVELLERS: Total consumer safety and predatory accounting failure. Booking.com is prioritizing transaction volumes and commission revenue over human safety and accurate financial practices.
I booked a property in Bratislava via Booking.com for non-discretionary medical appointments. Despite repeatedly contacting customer support prior to flying to warn them that the host was deadlocked and unresponsive, Booking.com instructed me to proceed to the property anyway. I arrived at 1:20 AM to find the main gate completely locked and the property permanently closed down.
As a lone female left completely stranded on dark streets in the middle of the night carrying €500 cash for my medical clinics, my physical safety was heavily compromised. I was left completely unassisted by their emergency team for 1.5 hours before independently securing a last-minute emergency hotel room at 3:30 AM, which cost me £163.50 directly out of pocket. Other public reviews show this listing has a known pattern of fraudulent host lockouts, yet Booking.com intentionally leaves the scam active on their system.
Worse, their senior escalations team has used predatory accounting manipulation to avoid covering the financial damage caused by their interface. Booking.com’s automated system officially calculated and approved a total relocation allowance of €232.00 (a €219.40 room difference plus €12.60 in taxis), leaving a pending card refund of €176.10 after an initial wallet deduction.
However, following formal escalation, a senior supervisor manually overrode their own platform’s automated metrics to drop my total approved refund down to €207.45 (claiming a retroactive adjustment for a €24.50 city tax due at the property). By forcing my emergency hotel and alternative stays into a combined "rate difference policy," they manually shortchanged my remaining cash payout from €176.10 down to €151.55—specifically doing this to force me to absorb the cost of the emergency hotel.
To add to the deception, my internal digital wallet dashboard formally locked in and displayed my finalized refund balance at £178.34 (£47.95 + £130.39). When processing the actual cash conversion back to my bank card, their Finance Department only transferred £175.33, missing an additional £3.01 by applying retroactive exchange-rate manipulation to a balance that was already formally finalized and displayed in GBP. On top of this financial shortchanging, Booking.com has systematically blocked my user profile from leaving a standard guest review on their website to deliberately suppress negative safety data and shield this fraudulent, non-compliant host from public view.
Unreliable, unaccountable, and deeply deceptive corporate practices. Avoid booking through this platform.

Quick to take your money, once they have it do not expect any help with issues. Lesson learned, I won't be using them again.

Absolute shambles of a Company especially for the small rental property owners. They ignore your valid claims , take the customers word over the property owner and take months to change a listing. May I suggest you dump them and stick with AirB&B who are much better all round.

The worst organizer I have ever worked with... they hire the cheapest transport providers, whose vehicles in Egypt meet absolutely no safety standards, and the drivers are rude and entitled!!!!! On the 21st, we landed in Hurghada; after leaving the terminal, we found our driver, but he told us to walk over a kilometer to his car just because he had found a spot there to avoid paying for parking!!!!!!!!!! With a child, two 23kg suitcases, and after 10 hours of travel, I was expected to walk—all because he didn't want to pay 30 EGP for parking!!!!! When I said I wouldn't walk to the car, he just left us there!!!!!!!!! We ended up taking local transport from the airport for £6... the driver was kind, smiling, and helpful—and cheaper than the f***ing Booking.com driver!!!!! I reported the situation to Booking.com and received a response from a "Mr. Shahd" in the transport department, claiming that the driver had tried to contact us and that *we* were the ones who refused to go!!!!!!!!!! For f***'s sake, we *wanted* to go—we just didn't want to walk another 10–12 minutes with a child and our luggage to where he’d parked for free, especially since the designated pickup point and the parking area are right outside the terminal exit!!!!!!!!!! I have the entire conversation with this guy, who doesn't seem to understand a thing!!!! I canceled our return transport because I want nothing to do with scammers!!!!!! I do not recommend them—be very careful with Booking.com and their services, especially in Egypt!!!!!!!!! In my Booking.com app history, this service is marked as COMPLETED........ ABSOLUTE SCAMMERS.

Extremely disappointing and frustrating experience – Avoid!

My experience with Booking.com has been absolutely terrible. I booked a return flight and paid extra for the Flexi option, specifically to have the flexibility to change my booking once if necessary.

Unfortunately, due to an unforeseen personal tragedy, I needed to reschedule my flight. What should have been a straightforward process has turned into an incredibly frustrating experience.

Booking.com has repeatedly given me the runaround, claiming there are no available seats on the dates I have requested. One of their agents even told me that there were no available seats from now until December. Yet, when I check the airline's website myself, I can clearly see available seats!

How does that make any sense? Why sell customers a flexible booking option if you cannot provide the service you have charged them extra for?

The lack of transparency, inconsistent information and poor customer service have been unacceptable. I have spent so much time trying to resolve an issue that should never have been this difficult.

I paid for flexibility, not endless excuses, misleading information and unnecessary stress. Booking.com has completely failed to deliver the service I paid for.

I would seriously think twice before booking through this platform again. I cannot recommend Booking.com based on this experience.

Wow if i would have read your reviews before I booked i wouldn't be in this predicament, I will be putting this on my YouTube channel and all social media,
I couldn't get to my flight as there was an accident on the motorway, I tried to change it for later that night or today and I couldn't get past AI
Ive missed my friends wedding and I have spent a fortune on clothes, im taking you to a small claims court

Scam Hotel Pickalbatros Egypt Hurghada through Booking. I couldn’t sleep at all in a $400 USD per night hotel! The sheets and the mattress caused itching and rash for me and my husband all over his body! Disgusting!!!!

I was awake from 3 am at the front desk making a complaint. They didn’t tell me anything about a refund for the unused nights, nor any compensation for the worst night I’ve ever had in a hotel!!!!! Booking doesn’t guarantee anything, the photos on the website are edited, really terrible service

I have been a loyal Booking.com customer for many years, and almost all my trips have been booked through your platform. Unfortunately, after this experience, I have decided not to book through Booking.com again.

It takes far too long to handle complaints and resolve customer issues. I received inconsistent and insufficient information from different customer service representatives. The whole situation caused me enormous stress, especially regarding my 69-year-old mother-in-law, who was stranded in Istanbul for two days. I had to deal with rebooking, baggage, special assistance and other urgent issues without receiving proper support from Booking.com.

I expected much better service from a company I have trusted for so many years. This experience has seriously damaged my confidence in Booking.com. I hope you take this feedback seriously and improve your customer service.

After using Booking.com for many years I've found out that they cancelled my account with no explanation. I noticed there was a problem in May when payment was rejected and just thought it was a glitch, this happened again recently so I contacted customer services, and they told me they have cancelled my account but can't tell me why due to the sensitivity. I'm genius 3 for what its worth so you would think I would be trusted to tell me the reason... the stupid thing is that they still send me offers and chase me to book accommodation I've been looking at, although my account has been cancelled. Not impressed...

Everything was excellent Went without a hitch.

When booking hotel I was quoted a price of £229.65 so when I actually paid by card I was charged £235.87,seemingly there was a service charge which was not mentioned throughout the booking, please be more upfront

My experience with the Booking.com portal has been poor when it comes to resolving issues. Everything is fine as long as you don’t need anything, but the moment you need to clarify something, it becomes impossible. In my case, the process went: reservation made, payment sent—and that was the end of it. Booking.com claims they cannot locate the reservation number in their system; when I try to verify it, they suggest I might have used a different email address—yet they acknowledge the payment was received (they do respond to emails within two days). The hotel also has no record of the reservation number and knows nothing about the booking. The payment has simply vanished somewhere; the bank requires 10 days to investigate the transaction, but my trip is in just 3 days. There is simply no interest in resolving things quickly—just nonsensical reservation numbers and a complete waste of time. Next time, I’ll skip Booking.com; dealing directly with the hotel is likely a better approach.