Booking.com Reviews 

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.

I was a guest on 2 September 2026 at Andug apartment at Sanshie avenue Accra through Booking.com. The booking process was excellent and the apartment also marvellous, excellent facility and decent neighbourhood environment. I didnt expected such a beautiful apartment with such price. The manager Mr Andug very kind,friendly and supportive.
Thanks to booking.com management.
Dwamena Akenten from Amsterdam.

A platform that disappears when you really need assistance

I have been a Booking.com customer for several decades and I am currently a Genius Level 3 member, the highest level of its loyalty programme. For years, I have used the platform for my travels, and I never thought I would have to write a review like this.

Recently, I had a serious problem with a reservation at Swiss-Belexpress Yogyakarta. Before travelling, I contacted the hotel to confirm the room we had stayed in the previous year. I first tried to do this through Booking.com, without receiving any response, and eventually contacted the hotel via WhatsApp.

Upon arrival, the room I was assigned was not the one we expected and was considerably smaller. To resolve the situation, I had to pay an additional IDR 800,000 to change rooms. I have the invoice for this payment, as well as documentation proving the entire situation.

The stay itself was not normal either: when we entered the new room, we found traces of faecal matter in the bathroom; the bathroom extractor fan produced a continuous noise for 24 hours; and the television was not working properly. I have photographs and videos documenting these problems.

I filed a complaint with Booking.com. Booking.com requested additional documentation, which I eventually sent by email, including the invoice for the additional IDR 800,000 payment and evidence of my previous communication with the hotel. I have confirmation that the documentation was received.

Since then, silence.

It has been approximately one week since I sent all the documentation again, and I have received neither a resolution nor any meaningful response regarding my complaint.

I am not complaining because I did not like a room. I am complaining about an additional IDR 800,000 charge that I had to pay following a discrepancy related to my reservation, after I had already tried to clarify the situation with the accommodation beforehand.

What disappoints me most is not only the problem with the hotel. It is that, after so many years of using Booking.com and being a Genius Level 3 member, when I have finally needed the platform to intervene, I have been unable to obtain either a response or a solution.

I have all the documentation, photographs, videos, invoice and conversations supporting what happened. I am not publishing the WhatsApp conversations because they contain personal information, but I can provide them privately to anyone who wishes to verify the facts.

I will wait for a response from Booking.com, but I believe it is important to publicly document my experience: booking is easy when everything works; what really matters is knowing what happens when something goes wrong. In my case, Booking.com has still not provided me with a response.

For now, my rating is 1 star.

Booking.com Partner Support is the worst support I have ever dealt with.
No help at all. They constantly reject phone calls, they do not reply to messages in the extranet, and when they finally do, they make a decision that makes you lose money.
Instead of helping me, they caused me a direct financial loss. You try to solve a problem with a guest fairly and they interpret everything against the host.
The customer service staff should be completely replaced - they are unable to do their job and do not understand basic host policies like no-show.
If you are a host, you are completely unprotected. I have lost a lot of money because of them.

Pathetic service by Booking.com!
I booked a hotel for 7 days and my booking was confirmed. When I reached the hotel, they did not allow me to check-in, saying the hotel is under construction and the booking is still pending from their side.
My booking is non-refundable, so now I am stuck with no hotel and no refund.
I contacted the help center multiple times, but they keep asking for the same details again and again. No one is calling me to resolve the issue and their customer care number is not even reachable.
This is completely unacceptable. Never booking again.

Wow, first (and last) time booking something through bookings.com. Flights changed several times, increased in price which I was forced to pay or lose my money then, finally, cancelled the flight. Now I have to wait 4-5 weeks to get the refund. You can get the same price just going to the airlines and then you are assured of the tickets.

Guys! They are actually scammers now! The company that deals with customer support and resolution of returns, the GOTOGATE company, are pyramid scammers. They give bonuses to the operators that can lie the best and extend with extravagant lies the period they can keep your money. They have kept mine for 6 months now, which is illegal. I mean, I was a Genius 3 costumer with use up to 55 bookings per year, and now my family, friends, and extended circle, will never use them again even if they are the last possible solution. People, stay clear! Book through the airline websites and go to big hotels around the world and book their sites.

What a scam! You don’t find out about the no changes or cancellations until AFTER you have booked! What a hoax. Never ever book with a third party! Booking.com are crooks!

Horrific scammers stole $418.23 from and won’t refund me!!!!’

Want to hear a good scam? Try using booking.com. I make a hotel room in Seattle and get a confirmation then a few minutes later I get another saying my reservation has been cancelled and there will be no refund! I did absolutely nothing this was all done by them. There's no one to talk to and I'll be writing my bank for fraud from these people at booking.com

Booked a flight with booking. The airline cancelled, but Booking refuses to reimburse me if the company does not reimburse them first. This story has been onging for weeks and no solution is in sight despite 3 "chats" with booking.