Booking.com Reviews 421

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.

I booked a flight, the airline changed to a schedule I couldn't meet. They advised to get the flight changed or cancelled through the agent. booking.com.
Turns out that booking.com use Go to Gate for their customer service. Well for almost two months I went back and forward between Airline and Goto gate "chat" I phoned them, chatted with them, got told they had to escalate to another team. Nothing happens, i call again ..rinse and repete.
The Airline said they could do nothing because they hadn't actually received the money from B.Com before the flight was changed.
In the end I bought another ticket direct with the airline. I'm going to have to try to get my bank to reverse the charge. Nothing but silence from go-to-gate and B.Com. essentially they have stolen $800. Never use B.Com for flights.

We booked a flight, flight got delayed and we could not make it to the connecting flight. Booking.com did not inform us about any Updates. I am very disappointed. Never again.

So annoyed! We got mislead into buying a super expensive Flexible ticket option with booking.com, thinking we were getting the FlexiTickets of the airline. We paid $640 and all that does is that we can change the flight dates ONCE and even have to pay the difference of the tickets. The Flexitickets of the airline would've gotten us seating options (we are travelling with a baby) as well as date flexibility and more. When calling the customer service, we asked for a supervisor but they say they can't just put us through to one. It's just crap. Never again! Spend the money and book through the airline directly and save yourself the hassle!

Horrible. No such thing as a flex fare flight ticket on booking.com

You pay for it and then you can't use it.
They claim you didn't buy it when its clearly marked on your booking. They then push you in circles hoping you will give up.

Beware.

Booked for 13 people. 9 of them at booking. The flight was cancelled. Every other platform notified us in advance to change the flight except booking flights. Always use trip.com in Asia. It caused us a huge inconvenience cause the 9 people are traveling 9.5 hours with transfer instead of 5 hours direct. When other platforms notified me, I explicitly asked booking customer support about this and they said that everything is fine... what a joke. And I'm traveling for 5 years continuously... Booking! Stay with accommodations... you're good at that. Flights... Never again!

Chat was for nothing they pass you from an gent to another and 1 hour of waiting with no solutio. never ever again

Never never never. Beaware we booked flight with booking.com and due airlines disruption our flights were changed and that was not feasible for us so they said it will be refunded and we can cancel it. After cancellation it has been now more than 6 months and still we dont have our refund yet. Booking.com says that its airlines issue and all but sorry i paid my money to booking.com and that is not our problem about airlines. Not even one star for booking.com. It is a big scam for flights booking.

Never again will I book a flight with this company...No customer service. ALL A.I email replies formated...They take the money and do not deliver the confirmation? Without this number you are stuffed there is NO WAY to proceed if they do not book the flight to the flight carrier.....Cost me MORE money do rebook.Now we are in dispute over payment???? Total crap company for flights.

Every time I tried to book a flight they played a dirty game and increased the price just before I tried to pay for the tickets.

AVOID.

Never ever will we book a flight with booking.com anymore.
We booked a flex ticket. But Gotogate had to handle it. They said they had technical problems, I had to change my flight with the airline directly. Gotogate wanted to refund €28 pp, but the cost to change the dates directly with the airline are much higher.
I am so angry, I never will book a hotel again with booking.com also(hacked two times).

Absolute nightmare. Flights changed, alternatives not available. Customer service completely disgraceful.
Avoid

Worst experience I've ever had. Flight changed by airline and accepted by booking.com on my behalf, over 2.5 weeks of emails and calls to try and book back onto a flight I could accutlly make resulting in no change and me having to cancel the booking the day before which I'm being charged £54 for because they say I accepted the flight which I never did.

Im now having to book last minute travel at great cost and a down the cancellation charge.

Not worth booking using this company for a saving, just go direct.

Booking did not warn of flight cancellations by the airline. In addition, the airline claims that it provided flight refund directly to booking, which did not pay me anything. Booking does not share the conversation with the airline and did not even open a ticket for refund. It is also not possible to retrieve a legal email to write a claim.

Would give it a one if I could bites it’s horrible never book with them it’s actually disgusting humanity has gone to this limit.they haven’t refunded my money for my flight ticket that they cancelled 9 months ago I have called 100 times and emailed them .And instead of receiving my refund I have gotten loads of lies and no refund.I take time out to talk to them about this every week nearly and all I get is that you will get you refund in 1 days 3 days or even 2 weeks but did I ever no.NEVER RECOMMEND

Avoid avoid avoid they are scammers i booked ticket and paid money by them then Sunddenly i have bedn told by airline there is no booking for me

"Flexible tickets - absolute scam. Flexible tickets that simply cannot be changed without you paying more than the ticket itself. I tried more than 10 dates across a whole year. Such nonsense.

Just don't!!!

🚨🚨 Do not use book.com to book any of your flights in your lifetime.

# Background
A few days ago, Booking.com (GoToGate) sent me an email stating that the airline had canceled one of my connecting flights and did not provide an alternative option. The most crucial aspect is that this trip involves a connecting flight in Europe. The original flight guaranteed transit without a visa, so I cannot purchase another ticket as a visa may be needed (it is a risk I do not want to take).

# Nightmare begins with communicating with GoToGate

Based on the background information, the only choice left to me was to request a refund. I asked for a fee waiver for this cancellation since the airline had initially canceled my ticket. I believed that I should not be responsible for any cancellation charges. However, Booking.com (GoToGate) informed me that I first needed to confirm the cancellation request, and the airline would determine how much the cancellation fee would be. This is the most ridiculous request I have ever heard in my life.

Additionally, booking.com (GoToGate) does not guarantee a refund response time and keeps saying we are repeatedly awaiting a response from the airline. They have only shifted the blame to the airline, and do not want to take any accountability and responsibility for sold tickets.

I BOOKED FOR WRONG DAY AND THEY GAVE ME RIGHT DAY VIA CHAT FOR FREE I WAS PLEASED

If I could give zero Stars I would!
Got the booking all done and sorted. Got an email confirmation of the flights being booked.
Three days after, they sent me an email, saying that the flights were cancelled and to go directly to the airline to book them directly.
If you are not able to book them as you well advertise, then you shouldn't be allowed to sell them in the first place.
Also, our refund has not been given back after 6 days.