Booking.com Reviews 

This site is okay for hotels only booking but beware when it comes to holidays. Upon booking I was asked for 1st and last name only which I provided. Only to then see I couldn’t amend on airline without charges. I went back to booking.com to check the booking they couldn’t locate it. 5hrs of going back and forth on the phone and chat. This is was made through another company with no transparency. I would not choose to book through them which is why I didn’t in the first place otherwise would have gone direct. On chat I spoke to Raja who introduced himself on chat then just left me there for half an hour over 20 messages later just disconnected. Spoke to another person no accountability whatsoever again couldn’t help. Called them couldn’t find any details and started to make me panic that it maybe fraud. I asked how when I did it through booking.com. 6hrs later I finally managed to resolve and locate who booking was with. Absolutely appalling behaviour. Explained what had happened not even sorry someone just left you hanging.frustrated on the phone gave all details. Cried shouted still no sorry. I was in bits thinking my money had been robbed. Not worth it at all. I’ll stick with who I know in the future.

We booked and paid in full for an apartment in Lorient for the Festival Interceltique. We also booked a stopover hotel (through Booking.com) on the way there and back, train travel and festival tickets. Late evening the night before departure the owner of the property informed us that the property had not been a rental for over 2 years. After extreme difficulty getting through the AI and then customer service we managed to get the money for the apartment refunded, but they refused to refund the stopover hotel each way or any other costs we had incurred, which amounted to £550 in total.

I recently attempted to reserve a property in Maui. Through Booking.com. Once reserved the property then sent me information that they wanted me to wire the money for the rental to Barcelona. Disappeared strange I notified Booking.com and after waiting hours on their supposed customer service helpline I receive no response eventually they terminated that property obviously because it was a scam and indicated they would give me a $75 credit. I then discovered that there was another similar site in Maui and that I had reserved and I contacted or attempted to contact Booking.com about that they were incredibly unresponsive again I had to wait hours on the phone for somebody to talk to, and then the person would not help me that reservation was again canceled and they said it was because I hadn’t paid the rent, which was absolute nonsense I had notified them that this site also was fraudulent and that they should do something about it, and after that they canceled it after I spent hours notifying them. I then received a notification from Booking.com that I should contact my bank with respect to charges – – which would resulted in my credit cards being canceled due to their negligence in posting fraudulent properties on their website. They are totally unresponsive and finally when I ask him what they were gonna do about it. Their response was. “ sorry about that.” and that was it. I have used this site to book properties around the world for years – – but never again if there’s a problem, Booking.com responses screw you.

I booked a hotel with booking.com a few months ago and paid in full. I arrived at the hotel on Saturday evening to find out they had gone bankrupt and new people had taken over and refused to honour my booking.

Booking com have refused to refund me as they state that they would have placed me in an alternative hotel which is impractical as I had a few dogs with me and needed to stay in that area for an event and finding alternative dog friendly accommodation in the area is difficult to say the least (I've tried) and therefore had to leave and return home, also missing my event. A 10 hour round trip for nothing!

Dear Trustpilot Complaints Team,

I wish to bring to your attention my extremely disappointing experience with Booking.com and OK Mobility.

I am a Genius Level 3 Booking.com customer and booked and paid for the rental through Booking.com.

The car broke down and would not start. Despite repeatedly calling OK Mobility’s emergency number and at least six other normal numbers, including numbers in Spain, I could not get through to anyone.

The following day I was offered a replacement car, but collecting it would have required a taxi and train journey of approximately four hours, making this completely impractical. I also had to pay €225 for a taxi to return to the airport. We then had to rely on public transport for the final five days of our holiday.

Despite repeated attempts to resolve the matter, OK Mobility took over two months to respond, and their eventual response was negative. I was never provided with a proper final statement addressing my complaint.

I booked and paid for the rental through Booking.com. In my view, a company that sells and takes payment for a service through its platform should provide meaningful assistance when that service fails. Simply referring the customer back to the rental company is not an adequate response.

I believe this experience is important information for other consumers considering booking car rental through Booking.com, and I ask Trustpilot to take it into account when assessing both companies.

Yours faithfully,

Andrew Cox

I used Booking.com to organise car hire for our Trip to Sicily. We chose RecordGo and opted for hiring a child seat for our 2-year-old.

We arrive and it is a mess. No one is there to pick us up as directed for the short trip from the airport to the car yard. There was no one answering at the car hire place. Luckily we found someone going that way so we packed up a crying 2 year old and piled into the van.

Once at the car hire place, it was over an hour waiting in the heat to get the car, then they tried to sell us more insurance saying that Booking's insurance was not valid.

When finally getting the car, I asked for the child seat, they said they didn't know about it and Booking did not tell them. They went a found one for a 4 year old which was not what we booked or paid for. They said they didn't care because child seats are not guaranteed. How can that be when a) I paid for it, and b) you cannot drive without one?

So we refused the seat and took the risk at 11pm at night to drive to our hotel with a child on our lap. Luckily the next morning there was a shop selling car seats nearby and we bought one.

The rest of the trip was ok, but when we returned, I asked for a refund of the money we paid for the car seat and any compensation for the difference in costs incurred because they did not fill the order. We are now 1 month later and still no response from Booking.com. The last communication was that Booking was unable to contact RecordGo for some reason.

Booked ski accommodation for last winter through Booking.com and then was unable to travel and cancelled. The host company advised me that a certain amount was due as a refund, but despite repeated polite requests it never sent me the refund. Eventually, I complained to Booking.com via its online contact form, and have never even got a response--let alone a refund! Seems it's only interested in obtaining bookings, and don't care if the customer's experience is unsatisfactory.

I booked an apartment through booking.com. Upon arrival the apartment was filfy and not up to standards to stay over night. It was 7pm I spoke to customer services at the time and stated I could not stay there as needed to get alternative provision as we had young children. Since then booking.com have been awful and have only provided a £26 refund which is not acceptable. They state they cannot provide more as the owner of the property will not respond to them. Reviews on the page show this has happened multiple times yet they will not over ride this and provide a refund. I’m shocked as when booking.com I thought we would have protection for using their brand rather than booking direct

Using the Meet and Greet car parking company marked as a 5 star company through Booking.com we waited over an hour and a half at the airport on departure and 58 minutes on return to be net and greeted. The agreed £8.50 short term carpark fee was £28.00 as we had overstayed our time. They were called 45 minutes before arrival as requested and 7 times after arrival. Absolutely terrible and shambolic service . Other had the same experience on departure and return. Arrived in Pal;ma, Mallorca. Booking .com had not informed the Car Hire company fo the change of flight so the car hire had been cancelled after 2 hrs of not arriving, Had to rebook with the K-10 Mobility car hire company at a ridiculous, astronomic price of almost £500 for a week. Hire car company advised us to and we will never again use booking.com. Trying to contact them is nigh impossible - getting repayment or compensation is impossible. NEVER USE BOOKING.COM!!!

Customer service is dreadful.
False advertisement, property says “free parking”. Had no parking. Booking.com did NOTHING to resolve, I had to email and phone several times to get refund authorised, they say they done it but hadn’t. They did nothing to help me find alternative accommodation, leaving me and my dog sleeping on the street.
I’m meant to be a “genius level 3 customer”, if this is how they treat their most loyal customer’s i dread to think how bad it gets.
They operate illegally and without regard for client welfare.
I’ll never ever use booking.com again and strongly urge others not to. There are better platforms with good customer service, particularly in an emergency where they will not see you suffer and sleep rough because of their own mistakes. Good luck if you do use them!

Have repeatedly tried to contact Booking.com for a refund after they advised my reservation was cancelled last minute whilst on holiday with my family. Have had NO response to my emails. Ridiculous service despite being 'genius' level. They're happy to take your money but have no interest in dealing with any issues, particularly if you're stranded abroad with children. Totally infuriating.

I booked an apartment through Booking.com in a building we'd stayed in before. I requested an early check-in, and the property quoted R500. My son went to pay. While he waited the receptionist was rude to him, he told her so and she accused him of racism. After he clarified it was her behaviour, not her race that was the issue, she told him to cancel the booking.
I contacted Booking.com directly and said clearly I did not want to cancel, it was a non-refundable booking. The agent emailed the property because they could not get hold of them on the phone then cancelled it anyway. She told me to rebook and wait 7-10 days for a refund. When I pushed back and asked to be escalated, she ended the chat. I opened a second chat and got the same answer.
My card was charged immediately, not reserved, so they had the money instantly. Getting it back for a cancellation I never agreed to is apparently going take 7-12 days with no escalation path offered.

There was one incorrect letter on my boarding pass, which was clearly a simple typo. I contacted my airline, and they advised me that Booking.com needed to make the correction. Booking.com assured me that they would resolve it.

Seven days later, I received an email claiming they had tried to contact me. This is not true—I received no such contact or attempt to reach me.

By this point, Booking.com told me that because my flight was within 48 hours, they would no longer help me. However, KLM advised me that Booking.com still owned the ticket and that the correction could absolutely be made.

Booking.com also gave me incorrect information regarding my KLM booking reference number, which added even more confusion and made it more difficult for me to get the issue resolved with the airline.

Despite having contacted Booking.com multiple times and giving them sufficient time to correct one letter, they refused to do so. I was therefore left having to plead with the airline to fix a problem that Booking.com could have resolved themselves.

Even more frustratingly, my return flight had still not reached the supposed 48-hour deadline, yet despite repeatedly asking Booking.com to correct it, they failed to do that as well.

This was a very simple issue that could have been resolved easily and with plenty of time. Instead, I was left stressed and having to sort it out myself.

Based on this experience, I would strongly recommend booking directly with the airline or using another company where you can actually expect proper customer support when something goes wrong.

Do not book with them they double charged my card for two nights stay and logic doesn’t cross their mind. I stayed at one hotel and the other one they charged and refused to credit. Two nights costs me 12000 usa dollars. Both bookings were done by them for same place same date and same location. They have 1 star for that reason. If they have your credit, they charge it and don’t even make sense. They tell me my booking is not eligible for refund while tge hotel is puzzled because they reached ok it because i never stayed. They scam you. I was a long time customer and after this expedia it is. Booking.com has no person to talk to either and AI runs it with 40 to 50 minutes waits if at all anyone could help. STAY AWAY STAY AWAY SAVE YOURSELF BIG WARNING!

Absolutely ridiculous customer service. I had to change seats on a flight from Singapore to Perth back in January 2025 and was entitled to a refund from the airline because of this the airline personally emailed me and said that I would get a refund of $50 AUD. For some reason unbeknownst to me Booking.com decided to refund me only $36. I have been trying to sort this issue out since May 2025 and every single time I speak to someone they tell me “this matter will be escalated“ or “rest assure this will be dealt with with one of our team members“ but yet it’s September 2026 now and nothing has been done about it. I think I have spoken to about 10 different team members and none of them have been able to help me with the rest of my refund

I got scammed badly travelling with my child. I booed a property in Versailels only to arrive at the door and read a sign that said they were not a hotel and they do not accept guests, to ocntact with Booking.com. Which we did, but never responded. Truly stay away from them and book directly with properties. This has gotten out of hand

WARNING! Always buy directly with the airline. We booked a flight through Booking.comGotogate that was involuntarily cancelled for technical failure. We requested our refund on August 2nd. Booking/Gotogate customer service confirmed in writing that they ALREADY RECEIVED THE REFUND from the airline while ago. However, after more than a month, they are still withholding the money. On the contrary, passengers that bought the flight directly with the airline got the refund in 48 hours.

Some places in India booking . Com price is too much higher than the actual price.

Booking.com and the Hyatt hotel both took our card details then BOTH charged for our room two days later.
neither the Hyatt or Booking.com wanted to refund. Booking.com talks a lot about its customer service but try find a number to call. If you do manage to find one it will be dealt with (badly) by AI. Then you wait 20mins on hold for a human from some remote part of the world, who cant speak to Hyatt and cant access their own accounts.
DO NOT GIVE BOOKING.COM your card details.

I have received no response to my reports for 10 days. Despite repeatedly contacting Booking.com about a serious phishing attempt, I still do not know whether my accommodation is actually booked and confirmed or not.
I am now reporting the matter to the Italian Postal Police and to Apple, asking them to investigate the service and the app in relation to this suspected fraud and the complete lack of assistance. I will also request that Apple review whether the Booking.com app should remain available on the App Store if users are not adequately protected from fraudulent communications.
This situation is completely unacceptable.