Booking.com Reviews 

Booked a hotel which I realised did not exist and was a scam. contacted booking.com and asked them to investigate and cancel my booking. Just got fobbed off each time I contacted them with a patronising story about how they had to follow their protocol and contact the hotel, but they never got back to me.

My flight reservation with Qatar Airways booked through Booking.com was cancelled in March 2026 due to Iran war. The refund became due and I subsequently received confirmation in May that the reimbursement process was underway.

Despite numerous follow-ups and more than five months of waiting, the refund has still not been received. Moreover, I do know from other travel mates that Qatar Airways processed those refunds right after cancellation (late March)

The most disappointing aspect has been the lack of meaningful updates and the inability to obtain a clear refund date despite repeated contacts with customer support.

I have now submitted a formal complaint and am considering escalation through the appropriate consumer-protection channels if this matter is not resolved promptly.

Booking reference: 40-865206382.

I remain willing to update this review should Booking.com complete the refund and resolve the matter satisfactorily.

My daughter arranged a car hire via Booking com from Bergerac airport. We were an hour late and the car hire company Enterprise sold the car hire to a walk in customer. They said we were a no show. Enterprise said that we had to talk to Booking.com about the money we had paid. Booking.c
om have refused to return the monies. I use Booking. Com for everything but no more. They've lost me and my daughter as customers. Enterprise chose to sell the car hire for more money to a walk in. And Booking.com have hidden behind their red tape. Bye bye Booking.com

Do not use this company they are doggy can’t get refund to talk any human they have doggy rentals for apartments flights and car rentals just worked out the company is South African and that explains a lot to the why the company is so doggy avoid at all cost id pay more on another site then ever use this one again

Booked a stay in London in what looked like a nice appartment complex. Checked it on Google maps, all looked good. Then the wheels came off. They said pay the vendor directly. They sent me a message and link in what can only be described as broken English. It was a scam link to a fake booking.com account form asking me to login again on their fake site. I quickly reported this as fraud and booked a hotel instead. Only after not getting any reply for 3days did I notice a charge on my credit card. The none existent appartment booking was none cancellable, so the scammers can charge for the whole stay as it was still a live booking. The booking.com customer services apologise and offer resolution but nothing comes of it. Avoid at all costs, not what it used to be and they do not care about the hundreds of scams and fake reviews on the site.

The airline company cancelled my flight two weeks before the departure. Booking .com could not provide to me a valid alternative, so I had to cancel my reservation and request a refund. After more than one month, I have still not received my moneys (2k), beyond the fact that I had to rebook the flights and the prices were way higher.
I am trying to get a response via e-mail, but they are not responding. I can only contact them via phone with 30 mins of wait.
They say they are waiting for the airline company to refund them, as if Booking.com did not have 2k to refund a customer 😅

Very bad service

I must say they are one of the worst online booking websites please please avoids them you might think u saved sum but at the end you better of use direct booking please shear this 2 time I had nightmare took my money never refunded

I made a booking & paid in full, the hotel cancelled the reservation because it is still under construction & not yet open for business. Booking.com have released the refund but it will not be with me for 7-12 days. meanwhile I have no holiday & no money to book one. Booking.com refused to expedite the transaction to an instant refund.

Extremely disappointing experience with Booking.com.

My flights were cancelled and, following Booking.com’s instructions, I cancelled my entire round-trip booking, worth approximately €800. I had also purchased cancellation insurance for the booking.

It has now been almost 3 months and I still have not received my refund or a clear explanation. I contacted the airline directly, and they confirmed that the refund must be handled by Booking.com - GoToGate.

Despite repeatedly trying to resolve this through customer service, I have received no solution and keep being redirected without anyone taking responsibility.

Waiting almost 3 months for an €800 refund with no clear answer is completely unacceptable. I have decided to leave this review as a last resort, hoping that Booking.com will finally take my case seriously and process the refund I am owed.

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.

Booking is a scam... Even when there is proof that a house is to dangerous to rent... They do nothing, also giving money back because we had to change.. They don't do... Customer service sucks... Do not trust them.

Extremely difficult to communicate with have still not received refund after 8 weeks and numerous phone call I believe they are a scheme company ripping off both the public and the supplier
I will never use again ever

The entire accommodation platform is a sham. I traveled with an allergic child to the De Sol Limenaria Thassos apartments; the booking was for the 11th through the 19th. We had to leave on the 12th because it was impossible to care for the child properly due to the lack of kitchen facilities. There were issues with pets and smoking—things strictly prohibited according to the listing on the Booking site—so we could not stay there. Since then, I have exchanged numerous emails and made phone calls to Booking, yet there has been no progress. We were forced to leave the accommodation after less than 24 hours; I could not risk my child's health. Booking continues to advertise the property with false information. They even sent me a review request for the accommodation just now (on the 19th), as if I were only just checking out—it is sheer audacity.
Dr. Rozalia Tokos

We stayed one night in Latvia and booked through booking.com. The reception was closed both when we arrived and when we left and payments were supposed to be handled by the hotel. We paid directly to the hotel but still after a few days booking also charged for the stay. They don’t answer the customer service number or emails sent.

We booked our stay on Booking.com, which was canceled by Booking.com or the property owner (we will never know). After endless hours with the incredible inefficent Booking.com support (bots and human), Booking.com approved a refund for the price difference of our new booking. We were instructed to pay everything upfront, with the written approval of a refund after our stay, provided we sent the invoices and our bank details to a specific email address.

Here’s the catch: This workflow does simply not work at all!

Every email I’ve sent, carefully structured as per Booking.com’s instructions, receives similar automated, unhelpful reply. Phone support? Forget it. They either can’t assist or simply hang up. As a customer, you face a wall of frustrating bots and incompetence.

At this point, the only options left are legal action or going to the press.

A word of warning: If you book with Booking.com, know this: if something goes wrong, you’re very likely on your own.

Months of contradictory responses after a Booking.com data security incident

I have been a long-standing Booking.com customer and normally use the platform without issue.

In April 2026, I received an official notification from Booking.com stating that unauthorised third parties may have accessed certain information associated with my reservation, including booking details, name, email address and phone number. Booking.com confirmed that financial information was not accessed.

What followed was extremely frustrating. Over the following months, I received contradictory explanations from different Booking.com representatives about what had happened and where the incident originated. I eventually had to escalate the matter to the Irish Data Protection Commission.

Booking.com’s Data Protection Office eventually confirmed that my financial information had not been accessed. However, shortly afterwards, I received another suspicious WhatsApp message containing accurate details of a brand-new Booking.com reservation and directing me to a fraudulent external link requesting card authentication. I did not click the link or provide any information.

I have raised this new incident with Booking.com and the Irish DPC and am currently awaiting a substantive response.

My main concern is not the original phishing attempt itself, but the lack of clear and consistent communication and the amount of time it has taken to obtain straightforward answers.

I hope Booking.com will take this matter seriously and provide a proper resolution.

I booked 2 hotels for different dates. Somehow the reservations were made for the same night for both. When I tried to fix it, I was told no refunds. I can only assume it was an easy mistake or a computer glitch. The hotel and booking.com both blamed each other and wouldn't fix it. I lost $600. I'm glad it wasn't more. I won't use the hotel or booking.com ever again. I do not recommend anyone else to either. Save your money! At least hotels work with you when you book through the direct company. And, you get reward points.

We booked a hotel through booking.com, but had to cancel due to unforeseen circumstances. We tried to cancel days before the actual booking, but was met with the most confusing and difficult cancellation process we’ve ever had. It included many hours of being put on hold and being told different procedures from different representatives. Ultimately, the hotel cancelled our booking but Booking.com kept our money. We will never use them again.

Booking.com is absolute garbage.
Had a death in the family and needed assistance changing some stuff around, could not speak to a human. Begged the AI automated thing to connect me to a human but wouldn’t. So frustrating, and unnecessary stress on top of everything we were already dealing with. Never again. Trash company.

Extremely disappointing experience with Booking.com – travel insurance issue

I am extremely disappointed with Booking.com over an issue involving travel insurance offered through their platform.

I am a UK resident and my Booking.com account contained my correct UK details. Despite this, I was offered and sold travel protection through Booking.com which turned out to be a US-resident insurance policy.

I never claimed to be a US resident and never knowingly selected or agreed to purchase US only insurance.

I only discovered the problem after I suffered the theft of my passport, cash and bank cards while travelling and made a genuine claim. The claim was rejected because I am not a US resident.

This raises a very serious question: why was a US only policy offered and sold to me through Booking.com when my account identified me as a UK customer?

If I was not eligible for the insurance, Booking.com should not have presented it to me as an option without making the restriction absolutely clear or preventing me from purchasing it.

I have now been offered a refund of the insurance premium, but I do not consider simply returning the money I paid to be an adequate resolution. I purchased the protection specifically for situations like the one I experienced, and I only discovered that it was unusable after the theft had already occurred.

I am seeking a proper explanation from Booking.com as to how this happened, what information was passed to XCover, and who is responsible for allowing an ineligible policy to be sold to a UK customer.

My advice to other UK customers: check the actual insurance provider, residency requirements and eligibility very carefully before purchasing any travel protection through Booking.com.

For me, the whole point of buying travel insurance is to have protection when something goes wrong. Finding out afterwards that the policy you were sold was never actually available to you is incredibly frustrating and completely undermines confidence in the service.

Very poor experience and one I would expect Booking.com to take seriously.