Booking.comReviews 4,273

I want to warn others about my terrible experience with Booking.com. I booked a hotel and the property explicitly approved my cancellation with a full refund. However, Booking.com failed to process the refund. Despite the hotel confirming the cancellation and refund, Booking.com did not honor it, causing me significant frustration and wasting my time. Such behavior is unacceptable from a global company and completely erodes trust. I strongly advise avoiding Booking.com if you want a reliable and transparent booking experience. Key Points: Hotel approved cancellation and promised full refund. Booking.com failed to process the refund. Customer service was unhelpful and unresponsive. Do not use this platform.

I booked a quadruple room on Booking, but upon arrival I was given a double. I emailed Booking multiple times: no concrete answers, only passing the blame to the hotel. The hotel, in turn, blamed Booking. After several emails, complete silence. I also tried calling: after 20 minutes on hold with customer service, they simply hung up. Problem never solved, zero assistance, just a blame game. Terrible service and no customer protection.no**************182

Reserved a room through booking.com at the colts neck inn in Colts Neck NJ. The bed was saturated with water and there were no other available rooms so we went to front desk and cancelled. Room cost $270. Since then I have been on the phone with booking for hours and hours and I still haven't gotten a single dime back. The company isa nightmare. I don't want anyone else to have to go through this so I'm writing this review. Please do NOT use booking. Com

Had a wedding to attend and ended up having an ER but after 2 request to even refund partially was told basically, screw you and kept the $232+ and would not even provide a voucher. Will never use booking.com again. HORRIBLE THIEVES

I bought a ticket and cancelled it less than 1 hour later, within the airline's 2-hour full refund policy. The agent from Gotogate/Booking confirmed in writing via chat that I would receive a full refund of 1377. 99 BRL. I accepted the cancellation only because of this written guarantee. 3+ days later, I have no refund, only generic responses saying "we're waiting for the airline." This is unacceptable. I paid Gotogate, not the airline. They cancelled my booking and now refuse to process the refund as promised. I have full chat transcripts, case number, and all proof — and I'm now taking legal steps to recover not just the amount, but also damages for this abusive handling. Booking/Gotogate must be held accountable.

Terrible experience – they took my money and treated me like a fool I made a reservation by mistake and immediately contacted both the host and Booking.com to fix it. Instead of helping, they kept delaying and avoiding responsibility. The host marked me as a "no-show" even though I clearly reported the issue right away. Booking.com ignored my messages, took the host's side without any real investigation, and now they refuse to refund me. They act like you don't matter. I was treated with zero respect, like an idiot who should just accept being scammed. Completely unacceptable. I lost my money, wasted my time, and was disrespected throughout the whole process. Never again.

I accidentally booked the wrong dates for a stay through Booking.com and contacted the host and Booking.com within minutes to fix it. The host didn't respond for over a week and then refused to allow any changes or cancellations. This place is called Vieux Nice a 2min de la mer in Nice France. My confirmation number was *******196. The host refused to let me post a review but I am sure others have had similar experiences. Booking.com's customer service was slow to respond and didn't offer any real solutions or compensation. I even filed a credit card dispute, but it was denied. Now I'm stuck paying for a reservation I never used. The host's lack of communication and inflexible policy, combined with Booking.com's poor support, made this a very frustrating experience. I've used Booking.com many times before, but this situation has made me question whether I'll use them again.

Absolutely terrible company, if anything goes wrong then they want to know. I booked a place through them and the payment didn't go through with an error saying please try again later. As anyone would, I assumed that it hadn't worked because perhaps the place I was trying to book was no longer available so I went and found somewhere else. 45 min later I get a confirmation email. When I called booking to try and get a refund, first I had to wait over 30 min to get through, then the agent I spoke with was dismissive and at times quite confrontational, at one point stating that this is the banks error and not booking.coms. Anyway, the conclusion of that call was that the hotel would need to issue me with a refund but as I later found out they weren't willing to do this as they had a no cancellation policy. When I called back a few days later they again wasted an hour of my time just to tell me there was nothing they can do. So yeah, there you go, I'm ~£50 out of pocket because their website doesn't work very well. Great customer service booking!

Had a bad experience while booking using their platform. I hope they have a responsive customer service next time

I've been a loyal Genius-level customer of Booking.com for years, but my recent experience was beyond unacceptable — not just inconvenient, but genuinely unsafe and completely mishandled. I booked a hotel in Batumi, Georgia, through Booking. Once I arrived, I was charged more than 10 times the price listed online. Then, to make matters worse, I was trapped inside my room for 90 minutes due to a broken door handle. I tried to reach out immediately — to the hotel, the agency, and Booking itself — nobody responded. When a technician finally showed up, he was rude, aggressive, and insulted me in Russian. The hotel also falsely claimed to have a gym, pool, and restaurant — none of which existed. I documented everything with screenshots, WhatsApp chats, and photos. I sent multiple emails to Booking.com starting July 19, and only received repetitive copy-paste replies, blank responses, or demands that I call an expensive international number — despite clearly stating I couldn't do so from abroad. One of the most alarming things? A review was posted under my account for this property — I never wrote it. That raises serious questions about account integrity and transparency on Booking.com's platform. More than a month later, there's still no resolution, no refund, no accountability. I've now filed a formal complaint with the European Consumer Centre (ECC-Net) and will continue to raise awareness. Booking.com failed on basic safety, customer service, and honesty — a platform that once felt trustworthy now feels dangerously unreliable. Travelers deserve better. I strongly urge anyone using Booking.com to document everything, double-check listings, and be prepared to deal with unresponsive support if something goes wrong.

Found a motel on Google maps, clicked the icon which produced a popup dialog. Clicked the "check availability" link in the dialog, and set the booking for a given future date, and followed the link. It took me to several OTA's, including Booking.com, and as I checked out prices, they all remembered the intended booking date I entered on the Google dialog. I checked with Gemini, which advised me AGAINST using an OTA at all, but I was in a desperate hurry and selected Booking.com, where I made the reservation, paying with my credit card. When the receipt came back, the reservation was for the DATE was for the day I made the BOOKING, not the date I had intended. A common mistake. I had expected the intended booking date I entered in the Google dialog to continue to Booking.com, as it had with other OTA's! Tried to find help to correct the situation on Booking.com, and while the website insists that booking dates can be changed, it is hard programmed in and not possible to make changes with Booking.com the day of the booking! But it had DEFAULTED to the day of the booking, which made it IMPOSSIBLE to correct! I called the motel and they were very kind, but explained "the bad news" is that they cannot make changes to Booking.com, and offered a customer service number. I called that number and got the dumbest AI bot EVER, which would NOT let me talk to a human rep. I was used to ChatGPT, Gemini, and Grok. I expected a useful AI. But I ended up arguing with that bot for maybe fifteen minutes, begging for a human who could understand and correct this situation! It was far less like a useful AI and more like a common business telephone recording, you know, dial 1 for English, 4 to repeat menu. All it did was circle me back and actually threaten to hang up on me. The thing was hopelessly ignorant and virtually useless. I called the hotel back and while they were actually VERY sympathetic, explaining if I had booked with them directly, an actual human would have been happy to correct this mistake. But sadly, they said I was SOL. I immediately lodged a dispute for this Booking.com transaction with my credit card company, and I'll be damned if I EVER book with one of these OTA services again, ESPECIALLY with this anomalous bot called Booking.com. Meanwhile, I'm out several hundred bucks, with only a limited possibility of getting any of it back. Moral of the lesson? BOOK WITH THE COMPANIES YOU INTEND TO DO BUSINESS WITH, NOT ONE OF THESE OTA'S, ESPECIALLY BOOKING.COM! OH, BTW, did I mention that Booking.com sucks? Well it does. Really? Yes, REALLY.

Booking is a real fraudster
Booking is a real fraudster. I made a reservation through Booking. After 2 weeks they called me and told me that the price that we made reservation is wrong and they cancelled my reservation without taking any approval from me. After hours of talking they assured that if I made a new reservation to the same hotel they gave promise for they would pay this price difference after my holiday is completed. İt has been 3 weeks nearly and neither i get my money nor i get any enough answer from booking. I will apply to all ways to complain them. Dont use booking

Very poor experience
We are long term users and have been seriously let down. We booked two nights accommodation at 107 Holland Road in Kensington, several months in advance. We travelled from Singapore to London and arrived in a heat wave. We arrived at our accommodation to find that it was cancelled that morning. There is no way to complain to booking.com, and no way to make a review on the property. Booking.com offered us £20 compensation- insufficient to cover the cost of the taxi fare. Very poor show and NOT recommended

I was lied to, misled, and denied a refund Booking.com had already promised me. I booked a stay at Lara Apartments in Rovinj for June 9. When I arrived, the studio was nothing like advertised—dirty, no terrace, barely any light, poor air conditioning (only in the kitchen), and an uncomfortable old mattress. I spoke directly with the owner, who acknowledged the issue and agreed in person to cancel and refund the stay. I immediately called Booking.com from the apartment. I spoke with an agent named Cristelle, who was present during the call with the owner. Booking.com confirmed over the phone that I would be reimbursed within 5 days, once the cancellation was processed. I have a record of this call, the timing, and what was said. Then Booking.com gave me the wrong property contact email—one that belonged to a completely different apartment in Pula (which I stayed at later and loved). Because of this internal error, they mismatched the refund request, confused the records, and claimed the refund was denied—when in fact, I left because the property was unacceptable and I was told by both the owner and Booking.com that I would be reimbursed. Weeks later, Booking.com tells me I'm not eligible for a refund because the owner suddenly changed her story and now claims I "never showed up." That is 100% false. I spoke with her in person and she confirmed the refund both verbally and via email (though she used a different email address). This is beyond poor service—it's dishonest, disorganized, and disrespectful. I provided proof, followed every instruction, and was reassured on the phone. Booking.com refused to take responsibility for their mistake and are now denying a refund they themselves promised. Plus, I followed up, I was told the owner claimed I never showed up. That is a blatant lie. I was there, I spoke with her face to face, and she confirmed everything. This is deceitful behavior, and Booking.com supported it by refusing to honor the refund—even after seeing my proof. Avoid Lara Apartments at all costs. The place is not as advertised, the owner cannot be trusted, and you risk being lied about and cheated out of your money. I lost money, time, and trust in Booking.com. Never again.

DO NOT USE BOOKING.COM TO BOOK YOUR STAYS! They are not Airbnb - they don't provide fraud protection for consumers. Additionally, they protect unscrupulous and predatory property owners. I recently booked seven stays through booking.com and most of them were ok. There was one predatory home owner, however, that really screwed us over and now refuses to provide a refund. We arrived at her property to find blood on the pillowcases, folded up damp dirty towels and nasty bedsheets. When we reached out to her for assistance she didn't get back to us for three hours and by that time it was in the evening and we had no other place to go. booking.com said that they would book us an alternative property but they did not and furthermore when we reached out to them for assistance they dropped the call. I called five more times and even asked for my case to be escalated to a senior agent and every single time I called they dropped the call! Also I realize that even if I leave a bad review for the property they won't publish it. They have this whole system rigged for themselves and the property owners and too bad for you if you're out thousands of dollars on a ruined vacation. I have photos of nasty towels and bed sheets if anybody wants to see them. Also the building that they were trying to get us to stay in had red support beams and wooden planks on every balcony in the front and back of the building which tells me that wasn't even a safe building to stay in. Which reminds me: that property was advertises having balconies but then when you get inside the unit there are signs on the balcony doors that say the use of the balconies is dangerous and prohibited. RUN! Don't walk away from booking.com!

Worst company to help in bad situation.
From booking.com online application i have received link for hotel payment. It was breach into booking.com from hackers. They told me that they will refund, but i have spent 37 days of talking, sending bank documents, speaking hours with booking.com on telephone with new person every time. I gave up. DO NOT TRUST BOOKINg.COM

They stoled me more then 1100 euros with no reservation what so ever. They just used a previous credit card they had in their system. You can't even contact then, only if you contact them regarding a reservation. Which i did and got an answer from my last reservation hotel saying that it has nothinh to do with them, which is correct. Booking never contact me afterwards.Total scamm! Never again i will trust this company.

I am very disappointed with the way my booking has been handled.
I paid more than double the base fare by choosing the flexible ticket option and travel insurance, expecting some level of protection in case of cancellation.
However, I was informed that I will not receive any refund and that the flexible fare only allows date changes, not cancellations. They only want me to request the refund directly from the airline and the travel insurance company, even though I made the payment to booking.com

This is my second experience in relation to WE PRICE MATCH which I feel is BOGUS. To prove my statement, I have attached the screen shots of the the third party as well as booking. Com images. I raised a ticket to the customer care providing the same information and the reply I got from them is also seen in the screen shoot. Their customer care service is one step another level of BOGUS service, I have been on this platform from 5 years now and I feel they don't care for their customers. Poor customer service and I will never recommend as their prices are already higher then the other providers.