Booking.comReviews 4,273

Unreliable service
I booked 6 doubles rooms in Ibis Cardiff Centre for 3 Christmas holidays. When I made the payment there were 2 options: 1 is pre-book the rooms and 2 is pay all the booking fees in advance for free breakfasts. I chose option 2 and when I arrived the hotel the receptionist refused our breakfasts. Then I contacted Booking.com customer service to help me to solve this problem and they answered me that the free breakfast offer is not available! And we will have to pay for every single breakfast. I consider this as unreliable service provided for booking.com. If you are a traveller, will you ever pay all your booking fees IN ADVANCE for no reason or will you do that for free breakfast which is never offered? Does it make sense?
This is my first time using booking.com to book a hotel and I think I've had enough
Cao

I booked a hotel in Burgos through Booking.com. When my husband and I arrived at the hotel and try to check in. They refuse to accept our UK drive license as identification. We have been using the UK drive license anywhere in Spain, France, Europe without any problem. It caused us run around in Burgos to find another hotel 8pm at night, and costs us additional costs. That is not important.

The hotel didn't specify what kind of identification they required for the check in when we make the booking.

The most disappointed things are that Booking.com will not do anything to prevent this happen again. That leave me with no confidence to use Booking.com in the future, or recommend the site to anyone. It shows how much they care about the customer services.

We have booked through Booking.com for a hotel in Dubai and I have called them and emailed them that I need to change the date of our arrivals as we have a death in the family. Booking.com tell me that it is the hotel that has to decide and the hotel tells me that it is Booking.com. They tell me that the hotel has the non-refundable policy and I said that we don't want a refund we just want to change the date. We have paid £2100 and they just say sorry we can't help you. But the wording in their policy says that Booking.com never charges your card and also that your credit card details is just taken as a guarantee and will not be charged until you are in the hotel. So How can they say that this is non refundable? VERY UNHELPFUL and we will NEVER book with them again. They must have a deal with the hotels so they can just take people's money and just keep passing you around.

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Please do not review if you are affiliated or have a conflict of interest with this website. Why do you offer a Best Price GUARANTEE when you use every excuse not to honour it? First you told me their price was per person which was not the case. Then it was because its a twin not a double. The fact is it is the same hotel, date date, sleeps same number, the only difference is the type of bed. The price is £100 cheaper elsewhere so clearly you don't offer the best price. Waste of time. Glad I made booking I could cancel otherwise I would have been stuck paying you £100 more for a different type bed. WILL NOT BE BOOKING WITH YOU AGAIN.

I booked a prepaid double room in hotel Topazz in Vienne some days ago and now the charge in my credit card is different to the initial one. I certainly have the receipt of booking. The customer service was rude and no reassuring at all. I am waiting for their answer but they seemed to have no control over the charges and consequently they almost stated it is not their problem. Tooootally misleading claims that you pay what you see and that there are no hidden charges! No matter the result of my case, I will definitely be very hesitant to use that site in the future.

I have used Booking.com a few times and haven't had an issue but their cancellation policy is misleading. It says you must cancel 72 hours before reservation. (or I assumed it was before reservation time) I cancelled, was charged full amount because they said I had to cancel at midnight the night before, so it is not 72 hours before the check in time. They won't even give me a credit towards anything else. Weather has dictated the cancellation, believe me I wish we didn't have to. But I did cancel 3 days before the reservation. I waited til the last minute keeping watch on the weather, thought I did it in time... surprise. Cost me.

I have been trying to get assistance from the credit control regarding the no shows so we can clear the right commissions but now am been told to liaise with collection agency which i have not worked with regarding our partnership. Instead, the person i wrote to said she/he will not be in the office but i wrote back to know if he is back, with no response.The person has now responded to tell me to talk to collection agency. I HAD EVEN SENT A DOCUMENT CONTAINING THOSE NAMES OF NO SHOWS. MY EMAIL IS: *******@gmail.com
My hotel id is *******.

I made a reservation for a 3 star hotel for a conference in Atlanta. I received and kept the email that Booking.com sent to me with the confirmation number, rate, name of the hotel, etc. I arrived at the hotel, and when they said that they did not have a reservation under my name, I showed them the email. They had no reservation under my name. They never received the reservation from Booking.com. They had received all other reservations from 3rd party services; this means that Booking.com's server failed to transmit the reservation. Booking.com wanted to put me up in a Days Inn, a 1 star hotel 1.7 miles away; I had no car. I will never use them again.

I would never use this site again. I attempted to make a booking on this site but did not receive any confirmation e-mail. Subsequently I made another booking for a different hotel, for which I received a confirmation e-mail within minutes. I have now been charged £150 for a no-show for the original hotel. When I contacted booking.com all they would suggest was trying to get the hotel to refund me the money, which they obviously would not do. Booking.com are not willing to accept any blame on their part at all and I felt their customer service was completely useless. In future I would always contact the hotel directly to make bookings and would urge others to do the same.

After losing my confirmation email I rang booking.com to get the hotel details, on giving them my email, they said I had no booking for that evening, they found my email but nothing apart from an old booking. I was then charged £189 from the hotel for being a no show. After several emails booking.com are saying I didn't call or I must have given the wrong email address... very insulted by their responds and would never book through them again!

We have recently used booking.com for several hotel reservations, trying to careful of hotel restrictions through this site. Two days before arrival we booked a room at the Hotel des Prelat in Nancy, France, then when our circumstances changed we canceled the room within a 4 hours of the original booking, also two days before arrival. We did not see the tiny one-line "112 euro cost on our cancellation", and only realized we had been charged the entire rate, plus tax, plus international exchange fees until we received our credit card statement. When we called booking.com they offered condolences but said it was the hotel's faulty policy and that the hotel took our Money. When we called the Hotel they blamed Booking.com and said that Booking.com took our money. They said that if we had booked directly with them, they would have accepted our cancellation. So who took our money? No one was willing to void the charge to our credit card for a room we cancelled--as directed-- two days in advance. Both booking.com and the Hotel Des Prelat have bad blame-game business practices and both should be actively avoided.

Oh, How I recognize all of the complaints of Marc. S. The system of booking.com is very, very unfriendly for hoteliers. There is no support. The personel is very eager to not help you, but help them self (to obtain free commissions). And nobody is responsible for the system errors, because every month you have to find out completely on your own that there is again an other account manage. There will be a total slow reaction time (no response). No conflict resolve programm.
I found out the hard way how the booking system works. Maybe booking.com is ok for guests, but they behave like an enimy of hoteliers. I have had very happy guests, but not because of booking.com behaviour... I am doing the work.
Think twice If you have a very personal, private and lovely guesthouse. Try to avoid booking.com or make very, very sure you know exactly how it works and try to find out if your way works with it. I am extremely disappointed after finding out about the ways of booking.com.

We have used booking.com for 4 weeks. We have had 3 terrible experiences with venues which were rated as great (8-8.5/10). The most reent one we rented was an apartment in central Brussels. It was central but the problems started when we checked in. No linen for one of the beds, no linen for washing up or hand towels, o sheets for ne of the beds, the shower drain blocked up and you had to turn the shower off several times during a shower. There was no toilet paper and the host agent could not speak English. We haven't receive a reply from booking.com 12 hours after a complaint was lodged. Previous apartments had mould in the fridges, n the floor and the bathroom didn't work properly either. None of the apartments have what was advertised as being included: e.g. Dishwasher. Terrible service from booking.com, absolutely terrible.

Hi Kelly. Certainly. However my issue is really with booking.com in terms of poor customer service and very much in the way in which complaints are handled. Even more so is the fact that the venues themselves don't seem to be checked for accuracy. We have used booking.com for almost a month now and have spent several thousand euro's. We have had 3 terrible experiences and have had to resolve each one ourselves due to the slow response by your company. The first problem we had was booking number ******* where dirty linen was left in our 'luxury' apartment, used chewing gum was left on the sink, the apartment had not been cleaned and the fridge was covered in mould. We were then upgraded by the hotel to an even worse room-their best room. We then arranged to check out and go to a different place. It took booking.com almost 24 hours to resolve the issue. The second incident was booking number ******* when we booked accommodation in padova. We received a booking confirmation from booking.com and then travelled to a cologne. When we got to the apartment, the host had apparently double booked or had or updated his calendar and as a result, we were left on the street with our luggage and had to find new accommodation. Then we received an email saying that booking.com had had to "re-accommodate" us and how did we find the service. The most recent booking number is *******. We have paid 495 for 3 nights accommodation. We could have stayed in a number of 5 star hotels in the centre of Brussels for less money and had better service.