Booking.com Reviews 100,593

My mom and uncle died on the same day while still fighting for her life I was driving six hours to go send my love and respect with her. I arrived in town but stopped at Howard Johnson to check-in to be able to shower asap(goat farmer dirty in icu)and go see her. When I got up to the counter the lady asked for my credit card, which I paid with a credit card so why don't take the deposit then? And no where did it say or $150 cash for incentives. So....they said no I couldn't stay without one of those for deposits they wouldn't take my husband's credit card over the phone for the deposit but you sure did for the room. No refund for real?$340. Thieves at a horrible time, is what you are and I will forever the rest of my days let everyone know exactly what kind of wanna be humans you are. Also left me high and dry for a night, luckily for me the hospital staff was kind and let me sleep with my mom post mortem.

I booked Acacia Flat 189 in Wembley, London, through Booking.com for the period 27 October to 3 November, and it turned into one of the worst experiences of my life.

The property owner threatened me and falsely accused me of using the apartment for prostitution, claiming that I was receiving clients there — which is a complete lie.
I was simply on holiday in London, something I had clearly informed her from the beginning of the booking. Despite that, I was verbally attacked, humiliated, and intimidated without any reason.

Feeling unsafe and deeply distressed, I decided to leave the property immediately, as I did not feel secure and did not want any further contact with the host.
I contacted Booking.com to report what happened and asked for help and a refund, but unfortunately, they failed to provide proper support.
Their response was that they could not take action due to a lack of evidence, completely ignoring the fact that this was a verbal threat and serious false accusation that caused me fear and emotional distress.

It is shocking and unacceptable that a company as large as Booking.com would show such a lack of empathy and responsibility towards a guest who was threatened and defamed.
I never imagined experiencing something so frightening and degrading, especially as a visitor in another country, and I felt completely abandoned by the platform.

I am sharing this review to warn other travellers: Booking.com does not provide real safety or protection when something serious happens between guests and hosts.
I truly hope my experience helps prevent others from going through the same nightmare.

If I could give this 0 stars I would!
All I want to do is change my email address on my booking and I get through to AI who just hangs up on me. The website and App won’t allow me to change it myself. AWFUL!
Someone who know what they are doing! A real person! Needs to contact me immediately!

Booking.com offered a hotel room at a special rate on 9/13/25. I chose this company and confirmed on their web page with button through PayPal. When the confirmation appeared it was for 9/14/25! I confirmed my date before I pressed the button. I immediately called Booking .com whom told me to call the hotel and I immediately did in which they said call Booking.com. So Idid again and they said call the hotel again. The hotel said it must be fixed through booking.com. PayPal would not help. It is non refundable. I was not able to use a hotel room when I was not going to be there. Considering how I was handled, I booked a non-Booking .com hotel unfortunately far from where I was supposed to be as hotels were filling quickly and the original hotel was going to charge regular price, almost 2x the price now because of demand. I would be extremely cautious if you choose to use this website as appeared to me as a bait and switch deal. I don’t think they ever had the date I chose and it automatically chose the next date they could get a deal with. However, I chose this hotel first based on the date, then the price deal that booking .com falsely advertised. Never ever will I deal with this company again. Too good to be true as they say.

Shocking company. Double charged me days after my original booking. Contacted customer service who just spin a load of nonsense. Now can't get hold of anyone. Stay away from booking. Com.

First time booking a rental car through Booking.com. Paid with credit card with my initials and surname. When I arrived to collect the car from Flex to Go in Dusseldorf they refused to accept the same card because it didn't have my full name on the card and wanted to charge me an extra 270Euro. I declined and they agreed to cancel. Booking.com refused to refund.

The host entered the apartment when I was out and threw away my stuff, was unresponsive, gave me the wrong address, I checked in 6h late. Booking said there is nothing they can do about it

All I need to do is change my email on the account as I am about to lose existing email supplied by my ISP. Been working through loads of other services without problems today including Air B&B. No problems until I get to Booking.com. Oh boy!
I follow the web site instructions, change email address and press save. It defaults back to original email and sends validation to that. If I use that verification code on the site and it says email already exists. of course it does - it's not saved the new one! Saving a new e-mail just defaults back to the old one. Tried this on app, chrome.
The the real trouble begins. Trying to speak to a human. You go round and round their web pages ending up at AI driven robots who cannot answer the question and tell me to contact support. You cannot get to support or a contact number anywhere on their app or web site. After an hour managed to get a phone number off Google. Explained problem for 45 minutes - web site not working. They couldn't help, couldn't change my email, can't raise a support ticket to anywhere technical or log a problem. Said I couldn't do anything. So I lose my account. Bye Bye booking.com.

Took my money, didn't book the place for me and then when I contacted customer support (by email since they don't support real chat probably because they know what a shitshow their service is) they took a day to reply and then ghosted me again. Calling my bank for a chargeback and deleting my account.

I booked an Airbnb through booking.com and after being at the location we discovered some crab looking bugs in the kitchen. I had never seen anything like them and I was freaking out. I sent messages through their site to the host and even a video of the bugs. The host was shocked and understood why I wanted a refund. I had to book the rest of my trip at a hotel. I was told by the host that I had to get refunded by booking.com. I reached out to their customer service several times. They were able to see the messages between me and the host. They did not give me a refund or compensation in any way all because they said they emailed the host but didn’t get a response. They said they had to get a response from the host in order to refund me. Even though they saw that I booked another hotel and everything. I even sent them the video. Worst experience I’ve ever had with a booking service in my 40 years of life.

The booking was cancelled just a couple of hours before check-in, which was extremely inconvenient. Struggled a lot. It’s been a few weeks now and I still haven’t received a refund. I had to chase this up myself, and if I hadn’t done so, I doubt I’d have got anything back. Really disappointing experience considering the situation wasn’t my fault.

Booking.com won't reply to my emails, there no person to talk to, they have not refund me the full amount, 343.68 I paid for 1night they only paid me back 23.68. Cancelled pretty much after I booked, cause was given me the wrong date, when I booked on their page said nothing about non refundable. Absolutely horrible

Bit surprised how negative the reviews are. Can only speak from my experience in the UK but I would say

1. Their refunds were quite quick and efficient
2. The details on the website were pretty good in terms of what had been booked etc.
3. My experience was all hotel bookings were accurately committed

Overall I would use again.

If I could give zero stars I would. booking.com double booked my trip so when I arrived at the “charming” condo in Provincetown, Massachusetts it was already occupied. I had taken a ferry to the location, and booking.com told me to find another place to stay, which is expensive at the last minute, and that they would pay 20% of the cost. It was an expensive headache, and a scam! The company had rebooked my stay from July to September and charged an additional $200 for the change, money they never refunded.

I went to booking.com’s website to book a hotel for that evening. It was automatically rerouted to one of their subsidiaries apparently, but the room that I wanted to book was available so I reserved it and would check in a couple of hours later. It had pictures in the listing show a resort, a nice room, etc. Upon arrival a few hours later, it was discovered that this was not a hotel room at all. It was someone’s private apartment that had four other people in it already, a shared bathroom, and was nothing as the listing portrayed. I told the person that answered the door I would not be staying there as it is not what I reserved. As a woman, I was not going to stay in a small apartment with three men I did not know, share a bathroom with them, and sleep in a room that the other men in this apartment could just walk in into while I’m sleeping. Who knows what could have happened and that’s not safe. There was no mention of this being a room in someone’s apartment that I’d be sharing with stranger men-otherwise I wouldn’t have booked it. And prior to booking I checked their reviews-all of which were excellent and not one review said this was a room in an apartment (I now know that they remove any of the bad reviews). I immediately contacted their customer service department, which is nonexistent. All you get is automated bots until you finally can get a person to chat with you after going back-and-forth for two hours. I demanded a refund of my money as they are responsible for the content on the their website. First they said it would take 24-48 hours for my refund (and they acknowledged I booked a HOTEL, not a private apartment room. I followed up again-same response-give us another 24 hours. Then a week later I contacted them for the third time-and I had to start all over explaining what happened as they could not review the prior chat. After another hour explaining this was clear fraud and misrepresentation of a property on THEIR website and booking.com is the ones who took my money they said it was my responsibility to call their “booking agent or the property owner” and try to “negotiate” a refund from them-I don’t even know who that is! Booking.com is the business that took my money and it’s not my problem to try to chase done one of THEIR subcontractors. After 3 hours of trying to explain this fraud and getting no where I’m going to go to my credit card company to get my money back. Bottom line is I will never use booking.com or ANY of their related businesses-and you shouldn’t either!

I have been a customer of this company for more than 10 years. Up to this point I have had a few complaints and mostly good service however I recently booked an apartment specifically requesting wheelchair accessibility. The host wrote back to me confirming the apartment was indeed wheelchair accessible. We arrived at the apartment to find that there was a long steep staircase to the entrance of the apartment we had to then attempt to call the host several times to no avail. I am totally frustrated after fighting this battle for five months. My refund has been refused both by Booking.c by the host we even had a witness to prove that we could not enter the apartment. After attempting to communicate yet again with this company customer service I was given two phone numbers that didn’t work and an email that was impossible to put through. Things go quite well with this company when things go well but that is not what customer service is therefore it is there for when the client is compelled to pay an extra £300 to sleep that night elsewhere.

They allow scammers to advertise on their site and make it as difficult as possible to get in touch with them. Getting deposit refunded is a difficult and lengthy process, still waiting !!

Booking.com have refused me a refund on a hotel that had ants and bugs in the bed I had to move to another hotel immediately do not use booking.com disgraceful company.

I will never book through this website. Paid for insurance through the website. Emergency comes up. I request a full refund. Property never replies. 1 agent tells me a full refund will be submitted if property doesn’t respond within 48 hours. I call within 48 hours. Next agent tells me no response from the property is a response that they declined. I still haven’t heard from the hotel Trumpbell in Detroit. Now I’m out $600 bucks even though I paid for insurance just in case of an emergency and an emergency happened. I will never book with booking.com nor will I book with Trumpbell and I frequent Detroit often.