Booking.comReviews 4,273

I lost over €1,000 using Booking.com — and got nothing in return.
They refused to refund a flight I was insured for, ignored other valid claims for bookings in Alicante and The Hague, and kept hiding behind their "terms and conditions." Customer service was rude and unprofessional — one agent couldn't even read my name from her screen and I heard staff joking in the background. Booking.com profits from people's losses while blaming "partners" and dodging responsibility. I'll never use their platform again and strongly advise others to stay away.

Terrible Experience – Unauthorized Cancellation, No Support from Booking.com I had a confirmed booking (ID: *******168) at Hotel Munich City in Germany for 17–19 April 2025, made through Booking.com. A day before my trip, I contacted their Twitter support to confirm check-in time. Shortly after, my reservation was cancelled without my knowledge or consent. I received no OTP, no email, no notification. I had to rebook the exact same hotel and dates—effectively paying twice. Booking.com refused a refund, hiding behind the "non-refundable" policy, even though this was a clear security and verification failure on their platform. Support was slow, vague, and unhelpful. Their "specialist team" has not responded in weeks. I've now filed a formal complaint with the European Consumer Centre. Booking.com failed to protect my booking, offered no accountability, and left me mentally and financially stressed. Be very cautious when using their platform.

We booked a hotel in Vancouver, which included a private Taxi to the hotel. The transportation was clearly listed on the receipt when I received the confirmation. I called 48 hours later to find out how the transportation works. I was told I would receive an email explaining the details within a day. After two additional calls, Booking.com said they would not honor the transportation, and if I didn't like it, I could cancel the reservation! I looked at other sites and the hotel directly and found that the rates have increased. I cancelled the reservation, called the hotel directly, and explained what happened. The hotel claimed that I was not the first person this had happened to, and they adjusted my rate to compensate for the transportation costs. Booking.com is an unreliable company that doesn't care about its customers. STAY AWAY!

Booked a motel in Redcliffe QLD and paid but the motel was never advised after 4 hours on the phone to booking customer service all they did was lie and offer no result luckily I paid with PayPal and have lodged a claim there and about to report them to the consumer affairs department and the fair trading dept

We spent $1800 and for a trip to SEA using Booking.com since we wanted to have extra time in Korea. The way back we used American Airlines website, also spent $1800. We tried to cancelled the trip and got full refund within 3 days from American AIrlines, while I had to go back and forth asking for status from Booking.com 3 times... to realize they only could refund $146. Booking.com lost me as a customer... I will keep them as a hotel booking option but probably never for flights again.

Incompetent company that hires inept employees that do not speak English effectively nor understand due diligence & process. Pure fraudulent conduct to deny paying customer a refund when promised. It's 2025 and every pound spent with a company should be respected, this company scams its customers. I've literally spent thousands of pounds over 7 years and as a genius level 3 member, it's been disgraceful and insulting

We paid for a hotel through booking. Com. When we turned up, our reservation had been cancelled. The hotel showed us evidence that it was cancelled by booking. Com and that it wasn't the hotel's error. We had to book and pay for another hotel.
Booking. Com are ignoring requests for a refund. They sent a message with a number for us to phone. To get through, you have to enter your reservation number. We entered the number on our confirmation email but their system claims not to recognise it.
We have no way of getting our money back. If you read through recent reviews on Trustpilot, you'll see that they have done the same thing to multiple people over the last few days. So where has everyone's money gone.?

Sono un cliente Genius livello 3 (il livello più alto che c'è in Booking) e l'anno scorso ho prenotato con Booking un volo per Valencia, il cui orario di partenza è stato cambiato unilateralmente nel mese di aprile dell'anno corrente dal vettore (Iberia) che ha fissato un nuovo orario con 3 ore e mezza di anticipo. Ho dovuto disdire il volo poichè col nuovo orario non sarei nemmeno potuto riuscire ad arrivare in tempo in aeroporto; ho pertanto contattato Iberia per il rimborso registrando altresì la chiamata in cui l'operatrice mi garantiva che, data la differenza consistente di orario di partenza del volo, il vettore avrebbe acconsentito al rimborso INTEGRALE di quanto da me pagato, ma che avrei dovuto richiedere questo rimborso direttamente a Booking in quanto il biglietto aereo era stato acquistato lì. Ho pertanto contattato il servizio clienti di Booking tramite chat, esponendogli la questione e richiedendo il rimborso integrale come già promesso da Iberia, ma Booking mi ha concesso il rimborso solo di una minima parte dell'importo pagato per il volo, cioè di soli 5,99€, che immagino siano le tasse aeroportuali. Il resto è pertanto stato trattenuto senza il mio consenso, nè quello di Iberia, nonostante Booking non possa trattenere quanto pagato da un cliente per la prenotazione di un volo - che è stato poi disdetto - in quanto è solo un mero intermediario. Ciò conferma che in caso di problemi con i voli, non solo Booking non li risolve, ma arriva addirittura a violare le leggi, come in questo caso, dato che la mancata restituzione della somma da me spesa si configura come una chiara violazione del codice civile, del codice del consumo e del codice del turismo, ed è pertanto anche condizione sufficiente per poter agire nei confronti di Booking nelle sedi della giustizia e della legalità.

I had a hotel reservation that was refundable until April 11. Despite canceling on April 9, they have not refunded my money.

Buyer Beware: Booking. Com Failed Me Completely
I've been a loyal Booking. Com customer for over a decade, but after this experience, I cannot in good faith recommend their services.
I booked a flight through Booking. Com, received a confirmation code, and thought all was set. However, at check-in, I discovered there was no flight due to a payment issue—something Booking. Com ignored entirely. When I contacted them, they told me to call the airline, which informed me that the booking was canceled due to a payment problem on Booking. Com's end. Back to square one with Booking. Com, I was met with dismissive responses and empty assurances that my case was being handled.
Despite multiple calls and promises that I would be rebooked on my original flight, I woke up to an email stating there was a "technical error" and my money was being refunded. They ghosted me after my flight departed, leaving me stranded.
Adding insult to injury, I had also booked a non-refundable hotel through Booking. Com. While the hotel was gracious enough to cancel my reservation at no charge when I explained the situation, Booking. Com refused to help or reimburse me.
I requested compensation for additional flights and a missed tour, totaling $650. Their response? A claim form with a promise of a decision within 14 days. It has now been over six weeks, and I've received nothing but silence.
This entire ordeal has made it clear that Booking. Com prioritizes profits over customer care. If something goes wrong, don't expect them to solve the problem. My advice: think twice before trusting them with your travel plans. Book directly with airlines and confirm your bookings before committing to anything non-refundable.

It's a total rip off if you need an emergency cancellation. I am trying to get in contact to talk with someone. But all sites lead to nowhere, not even a contact number.
Beware!

I booked with booking.com scammers and my surgery was canceled. I tried to move my dates after staying 1 night. Absolutely no help from the scammers. There based in the Netherlands so no recourse. Total scam. New motto should be WE'RE KEEPING THE MONEY NO MATTER WHAT SUCKER.

Absolutely appalling experience that nearly left us stranded without a place to sleep in Tromsø during high season. We booked and PAID for a 2-bedroom apartment months in advance. The booking was confirmed, dates were correct, and we even chatted with the host who confirmed everything. Fast forward to the night before check-in – the host tells us Booking.com messed up the dates. Someone else is staying there and we have no place to sleep for the first night. We spent the whole night on the phone with Booking instead of enjoying our trip. No clear help, no accountability, just generic responses and "sorry for the inconvenience." They offered to refund the original booking and told us to find new accommodation ourselves – during high season, when everything was either full, overpriced, or terrible. Eventually found a smaller place at a higher price and Booking only refunded a small portion of the difference after multiple stressful calls. Customer service was disorganized, unhelpful, and rude. Worst of all – no proper apology, just a "take it or leave it" attitude. If we hadn't followed up with the host ourselves, we would've been stuck in the freezing cold with 4 suitcases and nowhere to stay. NEVER again. Use another platform unless you enjoy last-minute chaos and zero support.

I needed to modify a reservation, after two days to trying, I gave up and cancelled and booked with the hotel. Disappointing and will never use booking.com again.

I am writing to complaint regarding my recent reservation at Luxury Central London Flats, Best Location in Town (Address: 99 Morning Lane, E9 6ND, UK).
Below are the details of my booking:

Confirmation Number: 4830.784.391

PIN Code: 4313

Check-in Date: 17 February

Check-out Date: 19 February

Prior to my check-in, the accommodation representative contacted me via WhatsApp and requested that I send them my ID number and passport details by taking a photo and sharing it with them. They informed me that they would only allow access to the property if I provided these details via WhatsApp. I told them when I reached the property I will show my Passport, but they told me to cancel reservation. I have all the conversations and voice recordings as proof.

I refused to share such sensitive personal information over WhatsApp due to security and privacy concerns. In response, they told me that I had to cancel my reservation.

As a result, in case of paid for the property via Booking.com, I was left outside in extremely cold weather in London and had no choice but to make a new reservation at a different property. Since the representative of Luxury Central London Flats refused to accommodate me, I was forced to book a room another Hotel through Booking.com on the same day at a much higher price.

As a Booking.com customer, I hold Booking.com accountable for this situation. I make my reservations with the trust that Booking.com work with reliable and professional accommodations. However, I have been left in a difficult and unfair situation due to the actions of this provider.

I am formally filing a complaint and request a full refund for my booking. I kindly ask for your urgent attention to this matter.

After booking a hotel on Booking.com, for some reason it came up with 1 guest instead of 2 guests. I used the on-line contact AI, requesting the booking be amended to 2 guests. This resulted in my booking being changed to two guests but my booking was changed from a superior sea view to a standard roofer the same price. As previous reviews have indicated, it is impossible to speak to anyone and the online Ai is clearly not fit for purpose. I contacted the hotel who informed me that they have no control over the booking and cannot make any changes to the booking. Only Booking.com could amend the booking. I would have to pay the price for a superior sea view room but sleep in a standard room. The hotel has no control of the price or room allocated. Thanks to the CEOemail website, I found Booking.com's telephone number, 020 8612 8000 and spoke to Mohammed, who understood the issues and resolved the problem. Apparently, there is a problem with the software that shows only I adult staying. He cannot alter this, but he has put a note on the booking and spoke to the hotel. I was about to email the Chief executive at Booking.com but Mohammed sorted out the issue. The website CEOemail is always good for contact details of limited companiesThank you Mohammed. I cannot give Booking.com a five star review because they make it virtually impossible to contact and the online A1 only compounded the problem. Mohammed deserves five stars but the company get three.

Made a hotel reservation through booking.con but had to cancel. Those bastards charged $369 penalty to cancel one night. HORSE$#*!! Don't ever give this worthless company another dime. I know I won't. EVER. Booking.yeah? How about Booking.NAH.

We called to get a refund and cancel due to inclement weather and could not travel and they refused to do it even though they had already charged our credit card. I thought it was not supposed to be charged until you checked in. One rep was understanding and was going to remove the one day as we would come and check in the next day. Got cut off and got someone from a foreign land and he was very nasty and unpleasant and basically said they cannot do that but why did the other Rep start the process. Will never ever book anything again through Booking.com

I have had multiple frustrating experiences with Booking.com, but my most recent trip to Costa Rica on February 14,2025, was the last straw. I booked a hotel through Booking.com, received a confirmation, and drove all the way to the property—only to find out it was completely sold out. Thinking it was an isolated incident, I booked another hotel through Booking.com, drove for hours, and upon arrival, discovered that it was also fully booked, despite receiving a confirmed reservation.

This is not the first time I've encountered this issue. Booking.com seems to confirm stays without properly verifying availability with hotels, leaving travelers stranded. To make matters worse, Booking.com often charges for these non-existent bookings, making it an exhausting and time-consuming process to obtain a refund—usually involving disputes with credit card companies.

Additionally, the lack of proper communication tools for travelers to cancel or modify reservations, particularly in certain countries, only adds to the frustration. A company as large as Booking.com should implement a system that verifies a hotel's availability before confirming a booking.

After repeated bad experiences, I will no longer be using Booking.com. I strongly advise other travelers to proceed with extreme caution—or better yet, book directly with hotels to avoid the stress, financial loss, and wasted time that comes with relying on Booking.com.