Booking.com Reviews 116,023

Have been using booking.com for over ten years frequently and always been a more or less happy customer.

However, since my experience with the so called customer service yesterday this has changed.

I booked a flight but the site produced an error during payment. My bank account was charged but there was no booking reference or confirmation emails. Since the prices were going up and the flight being for today I slightly panicked. So..

No phone number provided to call anyone regarding flights. These hundreds of irrelevant FAQs you have to read through instead of being able to state the actual question. Requests only possible with a confirmation number. Then went via an old hotel booking as the only way of contact. AI repeating it cannot help with flights, look up your spam folder. Thank you so much.

Then, after hours found a way to send a message. Got a reply relatively quickly with an email provided that returned an error.

Two hours after the failed booking the money was refunded automatically into my account.

Which brain dead lunatic designed this process and gets paid tens of thousands for this s..? How can you force AI on people that cannot even do basic stuff? Why is there no information that this process is automated and you don’t need to do anything?

Poor poor poor booking.com so pray you don’t run into issues with them. That I as a customer have to tell them what’s wrong with their processes is a certificate of incompetence and they should pay me for the time and effort I spent on this.

Never ever gonna book a flight with them again.

Booking for accommodation was made. The amount was quoted in local currency ZAR and was paid.
However, the charge turned out to be a foreign payment and hence my bank charged a forex fee.
This is not noted on the web site when payment is being processed.
This has been taken up with Customer Service and I continue to get a response saying that I must contact the property directly (three times).
This is a total abdication.

Buyer Beware! If you are booking flights and a hotel with Booking.com, your booking is actually handled by lastminute.com. This all fine at the booking process however it becomes a logistical nightmare if anything goes wrong! The security of my personal data was breached and I received fraudulent Whatsapp message from a supposed insurance broker in Sao Paulo, Brazil claiming to be acting on behalf of the hotel. I reported this immediately but then it became clear that communication between Booking.com, lastminute.com and the hotel was poor. No one is acknowledging where the data breach occurred and all three are nigh on impossible to contact as the chat bots cannot deal with the issue.

At Enterprise car rental counter I was told that I should take out insurance a second time. Alternative would be to pay them 4000 euros for any damages and then try to recover from Booking.com.

I booked a hotel with booking.com, there were a couple of issues while we were there and the manager kindly offered a 50% refund. I know they processed it, getting this from booking.com is proving impossible.

You message and get messages to send them things with no way of doing this so have to go back into the site, they then ignore it and send random replies. Then just nothing.

I contacted them on social media and did get some action however no refund and honestly the responses come across as if I am a pain to them.

Stealing money from customers is a surefire way to ensure that I never return and tell everyone I know never to use them. Sharing far and wide so that people do not use you, hope that was worth the small amount of money you stole from me!

If I could give this platform zero stars I would. Complete lack of communication and competency has lead to be nearly £1000 out of pocket! This company is completely unregulated so can basically do as they please - they don’t have a complaints department, or policy, you literally have to put a complaint into the ‘customer service’ advisor ( if you can call them that) who have already been dealing with issues - basically pre warning there is nothing they will do as they have already decided they won’t!
This company should be avoided at ALL costs. They are no cheaper than other platforms and treat customers appallingly. I have used them previously but will NEVER EVER use again. Surely from the below 1 star reviews something with this company has to change.

Don’t even deserve a star. Please don’t ever book with booking.com
They are liars and a cheat. I booked my stay through them with Ibis Darling Harbour and due to the death of my brother, I couldn’t make it. I contacted booking.com and told them the situation. Straightaway they told me to contact the hotel. I have been going back and forth with the lies from booking.com
They are nothing but pathetic to deal with. Booking.com writes all nonsense and still hasn’t processed my refund since past 1 month.
Please stay away from booking.com
Worst customer service!!

I booked a double room with a large bed and a bath via booking.com we arrived at the booking and could not believe the room they gave us it was two single beds no bath and a very small room this is not what i ordered the room was filthy and the outside exterior was shocking and disgusting we immediately refused this booking and realised they gave our room to someone else as the place was packed due to the hotel hosting a wedding.
i also was told although i booked this with Booking.com they gave our personal details to a third party without my authorisation, very very bad
We were checked out immediately and searched for another hotel.
We ended up at the Steventon House Hotel. It had no pool or spa but the Hotel was very clean. The staff went above and beyond very helpful & friendly and although it was a last minute booking i would give them 5 stars as For Milton Hill House not even 1 star. alexandra was a brilliant host at the Steventon House Hotel.
After this horrible experiance i am looking to close my Booking.com account

The motel, Scotia Lodge, does not advertise that they do not have AC. They attempted to put us in a corner room on the intersection of two busy streets. The desk clerks response to our dismay over the lack of AC and street noise, was we should open the windows. My bigger concern was that gasoline cans and power equipment with gasoline is stored in a garage under guest rooms in the hotel. We refused to stay there and the hotel's response was to refuse a refund. As a side note the facility is outdated with huge stains on the carpet in the common areas and worn out carpet on the stairs. The room we were supposed to stay in was worn and outdated. Booking .com refused to support our request for reimbursement initially. Two days later one of their representatives agreed that we should receive a refund 24 hours after a final demand was made to the hotel. Five days later a second level manager said it would take 15 days to review my conversation with Princess,

Stephen/steven the night porter is an asset to your team, he was so friendly and attentive. Sorted various problems such as a couple missing toothbrushes🙈🙈🙈 and was chatty and professional throughout, great guy to have on board, pay rise pending ???

i have a flight canceled by the airline ,, tried the direct line ,, waiting for 40 minutes ,, no action ,, no feedback ,, tried the chat ,,, 1.5 hours ,, talking to 4 different agents ,,the website of airline clearly mentioning that they have suspended flights ,,, and 4 agents ,, insisting that the flight is confirmed !!! worst CS ever ,,, I advise everyone ,,, never use Booking,.com....

This is the last time I will use Booking. I have used them multiple times for BnB's here and abroad. I will say there has been a problem every time - the description is not accurate (ex. a "view" being a view of ugly rooftops with a microscopic peek of 'something'; ridiculous instructions or directions when you are in a foreign country and need them most; host not showing up to greet you because it was raining; tolet seats missing; I could go on and on. It's hotels for me from now on. Booking is a good idea - but their execution is a huge disappointment.

Very poor customer service.

I booked a hotel through Booking.com, and the hotel had a faulty air conditioning system. When I contacted Booking.com’s customer support for help, my issue was never resolved.

What was even more frustrating was the behavior of the support agents. Three different representatives disconnected the call. Each time, I was told to stay on the line, but they never came back. One agent repeatedly said, “Hello, I can’t hear you,” and then hung up.

I felt completely ignored and unsupported. Instead of helping with a genuine problem, customer service wasted my time and failed to provide any solution.

Based on my experience, I would not trust their customer support. Extremely disappointing.

Admittedly, I booked the wrong dates. But when trying to fix the problem the AI bot kept asking for the PIN included in my email. There was none. The website also requested a PIN which didn’t exist. Finally got through to a person and asked her where the PIN is and she said it’s located by Hotel reservation info. Nope. I wasn’t able to cancel flights 4 days after booking as they were not refundable which isn’t the fault of booking.com but they offered no resolution and then said I didn’t need said PIN since I was able to cancel hotel. Site is clunky and useless.

Absolutely appalled by the way Booking.com has handled a serious security issue involving my personal information.

Since March, I have been dealing with constant harassment through calls and messages after my information was compromised through a booking. Despite reporting this multiple times, I received nothing more than generic responses and automated emails with no proper way to reply or speak to someone directly.

The situation has now escalated to fraudulent access to my bank account, causing financial distress on top of months of stress and anxiety. What has been most frustrating is the complete lack of urgency, accountability, or meaningful support from Booking.com throughout the entire process.

I understand that security incidents can happen, but the way a company responds is what matters and in my experience, Booking.com has failed completely in customer care and communication.

If you use this platform, be extremely cautious with your personal information and do not expect timely or effective support if something goes wrong.

No customer support. I had a hard time finding my reservation. I tried calling them, and their AI would not recognize me without the reservation and would not forward me to a live person.

I have not used Booking.com for a while, but my overall experience with this platform has been very positive.

There is a wide choice of accommodation, and the information is usually clear and accurate enough to make a decision. In my experience, Booking.com also handled refund issues properly, even in cases where the hotel made mistakes with the cancellation of a reservation.

Overall, I have good impressions of this service and consider it a reliable resource for booking accommodation.

I’m genuinely in awe. Please avoid at all costs. They won’t refund you, no matter how much concrete evidence you provide of their mistake.

Most of the customer support is crazy rude: and the performative ignorance/incompetence would be admirable if it weren’t so infuriating. It’s been over a week (phone, email, chat), and we’re going round in circles - purposefully - it's not ever sly, which is mildly insulting.

They've massively f*cked my holiday, and I don’t understand how they’re still allowed to continue operations given the amount of similar experiences.

Genuinely looking for how to take this further. It's nuts!

Really disappointed by booking.com. My student son missed the second of a three stage journey. Despite the costs he paid, booking.com proved totally unable to help my son. Just like a lot of e-companies, the customer support is well below par. You would think that given how many flights the company buys that it would be able to persuade airlines to support their mutual customers. Instead, we had to find accommodation for my son after midnight and buy new tickets to get him home. As a family, we will no longer use booking.com.

I was knowingly misled regarding the refund arrangement connected to my cancelled booking.
I was clearly informed, both during the telephone conversation and later in writing, that I would receive a refund covering the difference between the original accommodation, which was cancelled by the host and the replacement accommodation I was advised to book.
At no point was I informed that this “refund” would only be issued as Booking Wallet credit, restricted solely to future use on the Booking.com platform. This information was never disclosed before I proceeded with the replacement booking.
I made the new booking relying on the assurance that the price difference would be refunded to me as an actual monetary reimbursement. Furthermore, I was required to pay the full amount upfront myself before any refund was processed.
Only after 8 days was I informed that the so-called “refund” would merely be Booking Wallet credit. The issue is that this Booking Wallet credit cannot be used towards the replacement accommodation, as that booking has already been fully paid by me upfront.
In practice, this means that in order to recover the money I was promised as compensation, I would now be forced to make another booking through Booking.com in the future, something I do not wish to do after this experience.