Booking.com Reviews 

The worst company ever don’t use booking.com I booked a car rental with budget rental company , turned up and they told me I can’t get a car because they don’t have any available when I paid £85. I then had to pay for a uber and lost all my time and money. Didn’t even get my rental. And booking.com are refusing my refund because I didn’t give 2 days cancellation notice, I DIDNT CANCEL AT ALL!!!!!! You stole my money and failed to deliver the service and my car. Scammers!! I’ll be suing

As a Booking.com partner property, we recently had a guest who did not cancel and did not arrive. Per the terms and conditions the guest accepted at booking, we correctly charged the 1-night no-show fee and held the room (preventing us from selling it to someone else).

Despite never staying or entering the property, the guest was still permitted to leave a full review, including scores for aspects such as cleanliness and staff that they could not have experienced. When we requested removal on the basis that it was a marked no-show with no actual stay, the review remained.This policy allows guests who simply dislike being charged according to the agreed terms to damage a property’s public rating. It places partners in a difficult position: enforce the contract and risk an unjustified negative review, or absorb the loss.We continue to work with Booking.com but feel this particular aspect of the review system is unfair to accommodation providers who follow the rules.

Couldn't believe I booked a hotel in Gloucester America!! We got to our Hotel in Gloucester England only to find no booking!!
Booking.com contacted wrong hotel and managed to cancel and get a refund while we booked into the correct Hotel in England. Thankyou so much.

1 Star – Confirmed booking not honoured, followed by a deeply frustrating complaints process

I booked a room through Booking.com and held a confirmed reservation at DoubleTree by Hilton Woking. Unfortunately, when I arrived, the room was not available and I was left without the accommodation I had booked.

The immediate consequence was significant inconvenience and expense. In the early hours of the morning, after travelling via Heathrow, I had to make alternative arrangements and incurred approximately £150 in transport costs travelling across London.

While the original incident was disappointing, the way Booking.com has handled the complaint has been even more frustrating.

Over a period of weeks, I have repeatedly responded to multiple template emails requesting the same booking information and supporting details. Each time I have provided the information requested, only to receive further requests for details that had already been supplied. Despite this, I have yet to receive a meaningful explanation or substantive response addressing what actually happened.

Attempts to discuss the matter by telephone have been equally unsuccessful, with calls ending without resolution and, on occasion, being disconnected before the issue could be properly addressed.

The hotel did respond to my complaint but referred me back to the booking platform. Since then, I have effectively been left caught between the hotel and Booking.com, with no one taking clear ownership of resolving the matter.

The bottom line is simple: I had a confirmed reservation, I was not provided with the room, I was left significantly out of pocket, and Booking.com's customer service and complaints handling have failed to provide a satisfactory resolution.

I would expect far better accountability and customer support from a company of this size and reputation.

Awful customer service if you need them they aren’t there. Second time that I had an issue with booking. The first time they just asked me to call back every time which at the end I ended up with a 200€ phone bill. They didn’t solved anything. Today again, our accommodation cancelled our booking last minute. We can’t find a new similar place that we booked that did match the vibe. Since we booked in advance finding a place now for the same price is impossible. I contacted booking and they offered a small compensation that will never cover the price increase and pressure that we have now to find something last minute. They kept me on the chat for over 2 hours ending up with no real solution but just a sorry for the inconvenience. The staff barely speaks English. Seems booking is just became a trash monopoly company with zero customer service and outsourcing their customer support in India or Pakistan. Because of this reasons I’ll not use booking again.

I am not exagerating when I say there is no support: you either have to call them and speak to an AI agent to which you are recorded for "training purposes", or you can send emails to which they reply by saying you should call the AI agent from a noreply email address.

I opted for the highest level of traveler’s protection and I was still unable to recover a refund after cancellation. I had no problems speaking with hotel management regarding the cancellation and was instructed to contact Booking.com. Booking.com was not helpful at all in doing what they were contracted to do.
Between miscommunications with the hotel and dropping my phone call after a half hour wait I would NOT recommend using Booking.com.
The hotel warned me that Booking.com would be difficult in regard to refunding monies. The hotel was 100% correct!

Bottom
!!!!

My wife made a car rental booking through Booking.com under the name “Debbie” as opposed to the name on her passport (“Deborah”), with Avis Budget Group. At Bergamo Milan airport, Avis refused to give us the car, and they refused to allow us to pay extra and add me as a driver. Booking.com only refunded £270 of the £400 we’d spent, despite the fact that we didn’t get the car. An admin fee would have been understandable, but we really feel like we’ve been robbed for making a small error. Avoid Avis like the plague, and Booking.com could have done so much more.

We booked a 2 night stay in devon, when we arrived the site was not open. We had a wasted round trip of over 300 miles. There customer service person said they were only third party and blamed the site owner although we had paid them for the trip.

Worked well, until it didn't. Previous bookings were fine. This time, booking.com charged me full amount (250 GBP), cancelled the reservation just before starting without notifying me at all (no email, not even a notification in their app). Their customer support chat in the app makes you type out your question, then when you press send, deletes it after 5 minutes and writes "closed due to inactivity". Calling their "local number" doesn't work at all. Calling their UK number from the Philippines cost me a ton of money, with then saying "we cancelled it, we can't tell you more details, wait until the investigation is complete after 7 days". After 7 days still nothing, I called them again, didn't hear anything because poor connection quality, then 2 days later they sent email saying "sorry your booking is not refundable". Like what the actual F?

Booking.com gives scammers a platform and thats not everything they are defending them. I booked a room in porto went there no reply no phone reply nothing waited a long time stil nothing forced to book a hotelroom late at night somewhere closeby and even the hotel knows about this scam because they get allot of customers from this scammer booking.com is not helping they say they wil get in contact with the owner, and al the owner has to say is yes i accommodate this person and they believe this scammer unbelieveble that booking.com is working like this they are accomplice with fraud and wil not pay my money back. 0 stars go and book somewhere else if you read this

Booked a room at the 'Grand Hotel' in Port Talbot. The hotel looks nothing like the pictures on booking.com either inside or outside. The room was truly awful, mouldy, damp, rusty and smelly. We left to stay elsewhere. The hotel won't refund and neither will booking.com. They weren't interested in photos or anything.

I have been a loyal Booking.com customer for years and have booked countless trips through the platform, but my recent experience has been incredibly frustrating and disappointing.

I cancelled a booking and before the refund was processed i contacted them to explain that the bank account originally used for payment had been closed. Despite this, Booking.com still sent the refund to that closed account.

For months, I have been trying to resolve this. My bqnk advised that Booking.com needs to recall the original payment and reissue the refund to my current bank account, yet nothing has been done.

What has made this even worse is the complete lack of customer service. Booking.com rarely responds to my messages, and whenever I call, I can only speak to an AI agent rather than a person who can actually resolve the issue. The AI agent then hangs up on me before I can speak to a human.

Despite repeatedly explaining the situation, I continue to receive the same generic responses with no progress.

I have repeatedly asked for the Finance Team to recall the payment and for a manager to contact me directly, but neither has happened. It is astonishing that a global company such as Booking.com appears unable to recall a payment and issue a refund to an updated bank account after several months.

The lack of communication, accountability and urgency has completely damaged my confidence in Booking.com.

A straightforward refund has turned into a months-long ordeal, leaving me significantly out of pocket with no clear resolution.

I sincerely hope Booking.com resolves this issue as soon as possible, but based on my experience, I cannot recommend their customer service. If you ever need support with a payment issue, don't expect a quick or effective resolution.

I had an excellent experience with Robin
Robin understood and anticipated my needs, making the whole process smooth and stress-free. The support and customer service were outstanding—professional, friendly, and genuinely helpful from start to finish.

Overall, this experience has reinforced my confidence and I will definitely continue to use their services in the future. Thank you, Robin, for the exceptional support!

One of my worst experience on booking hotels: At the best case if you book through booking.com you get the worst room on the hotel you choose. In the worst case you are placed in another building that has no service have no resemblance to what you booked. Wondering if the behavor of booking. is legal. Avoid at any means

So far I was content with booking.com until a day I mistakenly chose wrong dates for my reservation of the hotel. Hotel was happy and pleased to help and not charge me, yet unfortunately, booking.com was slacking off all the time, making whole customer service experience extremely frustrating and poorly managed.
Instead of providing a regular customer support email where the issue could be resolved efficiently, they kept sending responses from a “no-reply” email address that couldn’t even be replied to. Make it make sense.
Despite providing every document, proof, and piece of information they requested, they still failed to process my refund. What should have taken a straightforward conversation turned into an exhausting back-and-forth with no resolution.

We booked a 7-seater via Booking.com. The car wasn't reserved for us. Their customer service said we need to find a suitable rental car ourselves and they would bay the difference. They didn't pay it though. They made every excuse why they could pay something like 8€ of the difference of about 200€. Not satisfactory. Not the failed booking, nor the customer service afterwards.

2 stars, because se did get an apartment rental just fine.

Booking flights through booking.com ... short answer DON'T. It cost me 3 x the price of the ticket and several hours on-line, on the phone and at the airport. And I had to pay to select the seat twice. Absolute nightmare.

Used the booking.com platform to book 2 rooms in Wembley London to go to the bruno mars. On the day of our booking the property owner changed my booking (which they had already had payment for) from 2 rooms to 1. Ok sometimes things happen. Went with it and agreed to the 1 room not ideal but we made it work. Requested a refund from Wembley Rooms, they said no problem had to wait till midnight and would then process. Firmly blamed booking.com for double booking which is why I got moved to a different venue and only 1 room.
Next morning phoned them again to be promised that they were busy processing my refund to date have nothing.....
Emailed booking.com as this is their platform. A week later get an automated email from them to say they have had no response to their email can I call the property owner to follow up... No worries I will do your job for you
Called the number they supplied which does not exist. Hello....... So used the one on their website for the property - that works but somehow booking.com customer service are unable to figure that out for themselves.
Feel utterly let down by booking.com and begining to resign myself to the fact that I will not get my money back.

FYI if you are still reading the Bruno Mars concert was absolutely amazing!!