Booking.com Reviews 

Esperienza scandalosa con l'assistenza clienti di Booking.com (prenotazione n. 6153652124). Sono cliente da tempo, ma di fronte a un problema grave la piattaforma ha dimostrato totale indifferenza e una gestione al limite della presa in giro. Ho acquistato un soggiorno presso l'Hotel Villa Verde a San Mauro a Mare sulla base delle dotazioni espressamente garantite nella scheda del portale e nella conferma scritta: camera con "vasca idromassaggio", "piscina privata" e servizi da hotel 3 stelle. All'arrivo ho trovato una struttura fatiscente: una doccia a pavimento con una tendina di plastica che allaga la stanza, totale assenza di prese elettriche e di luce sullo specchio in bagno, rubinetterie arrugginite e sovrapprezzi arbitrari richiesti in loco per il parcheggio rispetto al prezzo pattuito. Apro formale reclamo documentando tutto con foto inconfutabili. Booking risponde riconoscendo nero su bianco la gravità della situazione: ammette testualmente che i servizi non corrispondono alla realtà, che le condizioni igienico-manutentive non sono adeguate e che i costi contrattualizzati non sono stati rispettati.A fronte di questa ammissione ufficiale, qual è stata la "tutela" offerta da Booking?Ha fatto da semplice passacarte all'albergatore, il quale ha proposto un'elemosina di 100 € che a stento copriva i sovrapprezzi indebiti estorti sul posto.Al mio legittimo rifiuto, Booking ha chiuso sbrigativamente il ticket con una risposta automatica: "Hai rifiutato la soluzione, non possiamo offrirti ulteriore assistenza".Ai successivi solleciti, formali diffide via PEC e richieste di contatto, è calato il silenzio totale.Booking.com guadagna sulle prenotazioni promuovendo schede con caratteristiche false e fuorvianti, ma quando l'inganno viene a galla se ne lava le mani e lascia l'utente in balia della struttura. Zero verifiche, zero garanzie e assistenza post-vendita inesistente. Non ci si può fidare di ciò che vendono sul loro sito.

One of the worst booking sights. Booked through them a couple of times to be disappointed with the accomadation. Blocked from now on.

Thus is a totally dishonest company they frequently fail to give service and then try to ignore the customers requests for refund
There is a a facebook group with over 22 thousand followers called booking.com unhappy customers

As shown on Morning Live 2/9/2026, Booking.com allowed 10 Downing Street to be listed as a one bedroom flat. It is completely obvious that Booking.com do NO pre-checks whatsoever, they allow anyone, including a multitude of fraudsters to use their platform to mislead, steal and totally inconvenience the general public. They are making millions, none of which, has been invested in making easy and proper checks into the validity of listings. The only effort they make is a knee-jerk reaction to a reported or experience of someone in the general public. I would NEVER rely on this company to get me accommodation, even next door to where I live, let alone in a foreign land or in a UK, city break, resort or countryside stay.

Wie haben über Booking com zwei Business-class-Flüge von Mailand nach Johannesburg für 2 Personen gebucht und dafür CHF 5085.— bezahlt.
Zwei Tage vor dem Rückflug erhielten wir ein e mail von Booking.com, dass der Flug annulliert wurde. Keine Hilfe keine Unterstützung bei der Organisation eines Ersatzfluges nichts aber wirklich gar keine Hilfe von Booking.com. Wir mussten uns deshalb selbst um einen Rückflug kümmern, der nochmals CHF 3`800.—kostete. Von Booking. COM wurde lediglich CHF 1`322.— zurückerstattet. Aus unserer Sicht ist damit die Angelegenheit finanziell noch nicht korrekt abgeschlossen .Was uns besonders enttäuscht:Wir haben mehrfach versucht, den Fall mit Booking.com zu klären.Nachdem wir auf diesem Weg keine zufriedenstellende Antwort erhielten, haben wir sogar einen eingeschriebenen Brief Brief an Booking.com in Zürich gesandt.Auch darauf erhielten wir keine Antwort.
Anschliessend haben wir mit Abstand 2 weitere eingeschriebene Briefe an Booking.com in die Niederlanden geschickt. Auch diese blieben unbeantwortet.
Für uns ist es völlig unverständlich, dass ein Unternehmen wie Booking.com auf schriftliche Beschwerden per Einschreiben überhaupt nicht reagiert. Wir erwarten keine Sonderbehandlung, sondern eine faire und nachvollziehbare Klärung unseres Falls und die Rückerstattung des Betrages, der uns noch zusteht. Unsere Erfahrung mit Booking.com bei dieser Flugbuchung ist deshalb sehr enttäuschend.

We booked an apartment weeks in advance and travelled hundreds of miles, only to find out upon arrival that the accommodation was not available and Booking.com had to cancel the reservation. We were left stranded in unfamiliar surroundings with a toddler to look after. It was a genuinely heart-wrenching and extremely stressful experience.

What made matters worse was the difficulty in accessing Booking.com Customer Service. When we eventually managed to get through, the support was largely unhelpful, and calls repeatedly dropped, meaning we had to start the process again and wait at least another 20 minutes to speak to someone.

After eventually securing alternative accommodation, we then faced another issue. Two days later, a substantial additional “cleaning charge” was added to the booking without any prior agreement or warning, with the explanation that the charge had apparently been missed initially. This is particularly frustrating when we are already dealing with the financial consequences of an emergency replacement booking.

We are now waiting 7–10 days for the refund of the original booking, while simultaneously having to arrange payment for the second booking, which was already expensive and has now increased further.

This has been an awful experience from start to finish, and unfortunately the problems are still ongoing. The lack of effective customer support and the unexpected additional charges have left us extremely disappointed.

Based on this experience, I would not recommend Booking.com and will seriously reconsider using the platform in the future.

I’m still in shock that my issue was dealt with today. After days of waiting for a cancelled flight to be rescheduled. Low and behold, the booking team actually took action and made it happen. I must give them some credit for today. But I feel like it’s hit and miss to take action. I simply asked them to take action and no longer try their best. And they went ahead and did their job. Congratulations Booking.com.

I am a Superhost on other platforms and my house is within Guest Favourites. I thought I would try Booking.com too. Unfortunately, my experience has been terrible.

Before my first booking, I discovered that Booking.com had presented important parts of my listing incorrectly because of its AI-driven description system. Information I had carefully provided was pushed into a separate "about the guest" section, while the prominent main description failed to clearly communicate that this is a private room inside my home, not a separate apartment or hotel.

I had clearly stated that the booking was for one person only, that no additional guests or visitors were allowed, as well as other rules such as no smoking and no outdoor shoes. The problem was not that I failed to provide these rules; the problem was how Booking.com presented the information to potential guests.

The location information was also wrong. My property is in SE28 / South Woolwich, but Booking.com's AI described it as North Woolwich. Relevant nearby transport connections such as Woolwich Elizabeth line, DLR and Plumstead stations were not properly shown. Instead, Booking.com showed Barking Station, which is on the other side of the river and far from my house.

I repeatedly contacted Booking.com and asked them to correct these errors. A week passed and they still had not been properly corrected — and during that time my first booking took place.

For a live-in host, this is not simply an annoying description error. Accurate information about what and where a guest is booking is a safety issue.

Then came my first booking.The guest arrived very late at night accompanied by another man. The booking was clearly for one person. Both appeared to have been drinking and smelled strongly of alcohol. The accompanying man tried to come into my home.

I explained that the booking was for one person and that the other person could not enter. I allowed the booked guest into the property but kept the other man outside and locked the door. The guest looked around the room and then said he was going with his friend to his friend's party and would return late. He took the keys and left.

I was genuinely frightened. I immediately looked for a host customer-service chat on the Booking.com Extranet because I did not know what I was supposed to do. There was no obvious live chat or immediate host support available.
I am a live-in host, and this was a complete stranger who had arrived at my home late at night with another apparently intoxicated man who was not part of the booking. I locked my bedroom door and spent the night unable to sleep because I was afraid the guest might return, possibly with other people.
Fortunately, nothing happened. But it could have happened.This is why I believe Booking.com needs to take much more responsibility for how it presents accommodation and for the level of control it gives live-in hosts.

Please stop relying so heavily on AI-generated descriptions and let hosts write and control their own main description, especially for private homes with live-in hosts. It took me around two days to create my listing carefully, yet the AI system ignored or displaced important information, and customer service failed to correct basic errors for a week.
There is also no proper opportunity to communicate with a potential guest before accepting a booking as some other platforms allow. I understand Booking.com has introduced Request to Book for certain types of properties. But what about rooms inside private homes with live-in hosts? If any hosts need this option, surely live-in hosts should be considered.

After the incident, I reported everything and asked Booking.com to correct the inaccurate listing information and remove the guest's 4/10 review. I explained that the review appeared to be connected not only to the fact that I refused entry to his unregistered companion, but also to the misrepresentation of my accommodation and its conditions created by Booking.com's listing description.

Booking.com refused to remove the review. The guest knew he had booked for one person, yet apparently gave a poor rating after I enforced the rules and refused to allow an additional person into my private home. The review should also be considered in the context of the inaccurate information Booking.com had presented, despite my repeatedly asking them to correct it before the booking.
Booking.com should investigate this guest's behaviour, remove the review, and take appropriate action to prevent this person from booking accommodation through Booking.com again.

I put a lot of time and effort into creating my listing and genuinely wanted to give Booking.com a chance. But after this experience, I am seriously considering removing my property from the platform.

Service client 24/24 et 7j/7 je suis en attente d’un retour depuis le 14/08 soit 12 jours pitoyable !!!!
Logement loué via leur site: sale, mal entretenu photos à l’appui et 221€ de perdus car personne ne bouge
À FUIR !

I am since many years client of booking - I even have a Genius + acount. This month I had a beyond horrible experience staying in a guesthouse in Romania - I contacted the booking helpline theree times but it looks like the AI makes it impossible to get a response and a refund, This is realy bad news. I still have fotos to prove my complaint but somehow nobody helps

I think the fact that booking.com has not even claimed this space on Trustpilot tells the whole story.
They do not wish to take responsibility for any sort of customer service.

I paid for a room which was fraudulent and am yet to receive a refund. Previous reviews of the room stated the same bad experience for customers. I had clicked away and forgot about the bad reviews.

Booking.com takes no responsibility for promoting bogus and fraudulent listings.

Har brugt booking.com i rigtig mange år og bestilt mange hoteller. Fungeret rigtig god, til 5 stjerner.
For en måned siden lejede jeg en bil igennem booking. Selve bestilling og leje fungerede nogenlunde. Afleverede bilen med fuld tank, kørte maks 500km på 5 dage. Aflevering gik fint, men nogen timer senere fik jeg regning på 118 euro for benzin påfyldning og gebyr for samme på 24 euro. Klart forkert. Jeg har ingen kntakt info til Record Go i Malaga, så skrev jeg klart til booking.com, men ingen hjælp at hente. Bliver henvist til udlejeren og kom aldrig igennem. Få at vide hver gang fra Booking, at jeg må selv klare klagen.
Enormt skuffende.

Fiz uma reserva pela Booking.com enquanto estávamos na estrada e, logo após reservar, enviei a solicitação para alterar o horário de check-in para 23:45, utilizando a própria opção disponibilizada na reserva.

A propriedade confirmou a reserva.

Como estávamos a aproximadamente 1 hora de Nice, por volta das 22:30 enviei também uma mensagem perguntando diretamente se poderíamos chegar naquele horário.

Era uma pergunta extremamente importante, pois estávamos viajando com uma criança pequena. Se naquele momento tivessem respondido que não aceitariam o check-in às 23:45, simplesmente não teríamos continuado a viagem até a propriedade.

Não recebemos essa informação.

A reserva continuava confirmada e seguimos viagem. Esperaram praticamente até a meia-noite, quando já estávamos no local, para informar que não poderíamos fazer o check-in naquele horário.

Resultado: ficamos de madrugada em Nice, com uma criança pequena dormindo, sem poder entrar na hospedagem que havíamos reservado.

Se uma propriedade não aceita alteração do horário de check-in, então a Booking.com não deveria disponibilizar ao cliente a opção de solicitar essa alteração. Ou, no mínimo, deveria existir um sistema que deixasse absolutamente claro que a solicitação foi recusada antes de o cliente continuar seu deslocamento.

Mais grave ainda: nós perguntamos diretamente às 22:30. Bastava responder.

Por causa dessa falha absurda de comunicação, além de perdermos o dinheiro da reserva, tivemos que voltar para casa durante a madrugada, enfrentando aproximadamente 3 horas de viagem.

E agora ninguém assume a responsabilidade.

A Booking.com não se responsabiliza pela situação e a propriedade fica com o valor de uma hospedagem que não conseguimos utilizar e não aceita nos reembolsar.

Não estamos pedindo nenhum favor. Não deixamos simplesmente de comparecer. Fomos até o endereço porque nossa reserva estava confirmada e porque havíamos informado antecipadamente que chegaríamos às 23:45.

Temos prints de tudo: da reserva confirmada, da solicitação para alterar o horário, das mensagens enviadas, dos respectivos horários e das respostas recebidas.

No final, perdemos dinheiro, perdemos horas na estrada e nos sentimos completamente desrespeitados tanto pela propriedade quanto pela Booking.com, porque nenhuma das partes forneceu as informações necessárias no momento em que realmente precisávamos delas.

Uma simples resposta às 22:30 teria evitado tudo isso.

Depois dessa experiência, é difícil confiar em uma plataforma que intermedeia uma reserva, recebe o pagamento e, quando o cliente fica sem hospedagem de madrugada com uma criança, simplesmente não apresenta uma solução nem garante o reembolso

Extremely Disappointed with Booking.com

I’ve been waiting 4 months for my refund, even though the airline has already refunded the money to Booking.com. Despite contacting customer service multiple times, Booking.com still hasn’t released my money.

I have screenshots of all my chats, including one representative telling me, “Do what you want,” when I said I would take further action.

Absolutely unacceptable customer service and a complete loss of trust. Never using Booking.com again — even if they offered me free services.

So frustrated. I have the app. And apparently Genius level 3 - obviously used them a lot. However recently trying to book a room i was quoted £144 for my stay. My friend searched and was quoted £125 for the exact same stay and her Genius level 2. There is no way to contact the company to discuss this - eithout actually making the booking despite them advertising they are easy to contact or talk to. So fustrated

B.com er ikke altid billigst.
I nogle områder som feks Grønland, så kan man ikke betale igennem b.com. Dvs. kun betaling på hotellet ved ankomst er mulig. Når man udebliver eller aflyser for sent, så kan hotellet ikke inddrive sin betaling. Det er måske meget smart for de uærlige der bare bliver væk fra deres booking, men i mange tilfælde så er hotellets priser på B.com nødt til at være det højere for at kompensere for tabet. Mens andre booking portaler hvor kunder kan betale ved booking ikke har dette tab.
Det gør at man er nødt til at have højere pris på B.com end på andre portaler man har sit hotel på, så det kan ofte være billigere at undgå B.com.
Så man kan sige at når du booker over B.com skal du også betale for andre kunders dårlige opførsel, mens hvis du bruger andre portaler så skal du ikke. (dog skal du så betale for egen dårlige opførsel).

I made a reservation at Americans best value and suites in Newberry Mi. They offered insurance for 7.00 dollars so I bought it. I ordered this room very early in the morning on the 13 th four hours later I get a call that my dad wasn’t feeling good snd needed me to come see him so I emailed the hotel, their response was that’s a non refundable room , I asked them why do you offer insurance, nothing said. Back to me. I went to book it .com, they said no problem A hour later they gave me 13.00 back on a 154.00 room, then the motel keep giving me email to enjoy my stay. I am frustrated with both complaints and will not be dealing with either one ever again!

Do NOT trust Booking.com’s "Guest Guarantee" or relocation promises.

My original reservation (#5594252772) suffered a host default. Booking.com Customer Support explicitly authorized a relocation to Ona Alanda Club Marbella and guaranteed in writing that they would reimburse the €905.76 price difference directly back to my credit card upon submission of my check-out invoice.

I paid €1,985.76 out of pocket and submitted the itemized invoice immediately after checkout. Instead of honoring their written promise, an agent (Sameh T.) kept me on hold for nearly two hours and issued €737.76 in non-refundable Wallet Store Credit.

Issuing store credit for a cash loss caused by a host default violates EU Consumer Law and Booking.com's own terms. I spent over 6 hours on hold chasing money that belongs to me.

I have formally rejected the wallet credits and submitted a legal notice. I demand an immediate cash reimbursement of €905.76 to my original payment card before formal escalation to the European Consumer Centre (ECC).

The accomodations are good, after booking no problems. Communication with housing overall good.

However communication with Booking.com is simply not possible, AI telephone answering machine. Over and over again a standaard mail. I have a simple question, but nobobody from Booking.com to reach out to.

I booked a car via BOOKING.COM at BUDGET/AVIS Croatia. They fraudulently charged us an early pickup fee without explaining anything to us and by withdrawing the money from the card they had used for the security deposit. We signed on a tablet whose screens they scrolled very quickly without explaining anything to us. And in the end, we paid 443.85 euros in early pick-up fees for a rental that was supposed to cost us 863.38 euros. Scammers. No support from BOOKING.COM, even though I have been a loyal customer for over 10 years with a significant budget each year when it comes to hotel bookings. A real scandal.