Booking.comReviews 4,248

Booking is a real fraudster
Booking is a real fraudster. I made a reservation through Booking. After 2 weeks they called me and told me that the price that we made reservation is wrong and they cancelled my reservation without taking any approval from me. After hours of talking they assured that if I made a new reservation to the same hotel they gave promise for they would pay this price difference after my holiday is completed. İt has been 3 weeks nearly and neither i get my money nor i get any enough answer from booking. I will apply to all ways to complain them. Dont use booking

Very poor experience
We are long term users and have been seriously let down. We booked two nights accommodation at 107 Holland Road in Kensington, several months in advance. We travelled from Singapore to London and arrived in a heat wave. We arrived at our accommodation to find that it was cancelled that morning. There is no way to complain to booking.com, and no way to make a review on the property. Booking.com offered us £20 compensation- insufficient to cover the cost of the taxi fare. Very poor show and NOT recommended

I was lied to, misled, and denied a refund Booking.com had already promised me. I booked a stay at Lara Apartments in Rovinj for June 9. When I arrived, the studio was nothing like advertised—dirty, no terrace, barely any light, poor air conditioning (only in the kitchen), and an uncomfortable old mattress. I spoke directly with the owner, who acknowledged the issue and agreed in person to cancel and refund the stay. I immediately called Booking.com from the apartment. I spoke with an agent named Cristelle, who was present during the call with the owner. Booking.com confirmed over the phone that I would be reimbursed within 5 days, once the cancellation was processed. I have a record of this call, the timing, and what was said. Then Booking.com gave me the wrong property contact email—one that belonged to a completely different apartment in Pula (which I stayed at later and loved). Because of this internal error, they mismatched the refund request, confused the records, and claimed the refund was denied—when in fact, I left because the property was unacceptable and I was told by both the owner and Booking.com that I would be reimbursed. Weeks later, Booking.com tells me I'm not eligible for a refund because the owner suddenly changed her story and now claims I "never showed up." That is 100% false. I spoke with her in person and she confirmed the refund both verbally and via email (though she used a different email address). This is beyond poor service—it's dishonest, disorganized, and disrespectful. I provided proof, followed every instruction, and was reassured on the phone. Booking.com refused to take responsibility for their mistake and are now denying a refund they themselves promised. Plus, I followed up, I was told the owner claimed I never showed up. That is a blatant lie. I was there, I spoke with her face to face, and she confirmed everything. This is deceitful behavior, and Booking.com supported it by refusing to honor the refund—even after seeing my proof. Avoid Lara Apartments at all costs. The place is not as advertised, the owner cannot be trusted, and you risk being lied about and cheated out of your money. I lost money, time, and trust in Booking.com. Never again.

I have been a loyal booking.com customer for many years now. No more. Their customer service has gone WAY downhill. I recently booked a room with a hotel for 6 nights so I could be near my father who is in the hospital. The booking website advertised this hotel as having non-smoking rooms and free wifi throughout. There was NO wifi available ANYWHERE in the hotel and my room reeked of smoke. I went to the manager who didn't speak any English. An assistant told me that because there were so many guests in the hotel, the wifi didn't work. I showed her my phone and asked her to point out the wifi and she couldn't find it saying that the wifi was not available. This was in the hotel lobby, check-in area. I told her that I absolutely needed wifi in order to be able to secure Uber car service, to order food, make reservations, etc and that if it couldn't be provided, I wanted a refund. She told me to call booking. So I walked a mile to the hospital to use their wifi to call booking and was told that I would get a refund AND assistance in securing new accommodations. I then walked BACK to the hotel to get my luggage and then walked the one mile BACK to the hospital, carrying my suitcase in the sweltering heat. I checked my email and found aa letter from Booking stating that their "partner" would contact me regarding he refund. I don't know nor do I understand what a Booking.com partner is and I then had to book new accommodations on my own, paying top dollar at the last minute. I later called Booking again (another 1 hour on the telephone) and then received an email stating that they would NOT be issuing me a refund. It's quite unbelievable and unacceptable. In summation, Booking.com does NOT support their consumer customers. They should be ashamed of their policy and behavior (but they're not) and consequently, I am done being their customer. Caveat emptor when using this "service." They threw me to the wolves and I lost almost $ 400 on this fiasco. Booking.com is a DISreputable service and they do NOT honestly advertise nor to they serve their customers. Yes they have a nice website but this experience, as well as a couple of others, have caused them to lose me as a customer. Follow up: my credit card company adjudicated the matter in my favor. Booking.com is a DISreputable company and does NOT advocate for their customers. Their behavior is disgraceful and WILL cost them business, mine and others.

DO NOT USE BOOKING.COM TO BOOK YOUR STAYS! They are not Airbnb - they don't provide fraud protection for consumers. Additionally, they protect unscrupulous and predatory property owners. I recently booked seven stays through booking.com and most of them were ok. There was one predatory home owner, however, that really screwed us over and now refuses to provide a refund. We arrived at her property to find blood on the pillowcases, folded up damp dirty towels and nasty bedsheets. When we reached out to her for assistance she didn't get back to us for three hours and by that time it was in the evening and we had no other place to go. booking.com said that they would book us an alternative property but they did not and furthermore when we reached out to them for assistance they dropped the call. I called five more times and even asked for my case to be escalated to a senior agent and every single time I called they dropped the call! Also I realize that even if I leave a bad review for the property they won't publish it. They have this whole system rigged for themselves and the property owners and too bad for you if you're out thousands of dollars on a ruined vacation. I have photos of nasty towels and bed sheets if anybody wants to see them. Also the building that they were trying to get us to stay in had red support beams and wooden planks on every balcony in the front and back of the building which tells me that wasn't even a safe building to stay in. Which reminds me: that property was advertises having balconies but then when you get inside the unit there are signs on the balcony doors that say the use of the balconies is dangerous and prohibited. RUN! Don't walk away from booking.com!

Worst company to help in bad situation.
From booking.com online application i have received link for hotel payment. It was breach into booking.com from hackers. They told me that they will refund, but i have spent 37 days of talking, sending bank documents, speaking hours with booking.com on telephone with new person every time. I gave up. DO NOT TRUST BOOKINg.COM

They stoled me more then 1100 euros with no reservation what so ever. They just used a previous credit card they had in their system. You can't even contact then, only if you contact them regarding a reservation. Which i did and got an answer from my last reservation hotel saying that it has nothinh to do with them, which is correct. Booking never contact me afterwards.Total scamm! Never again i will trust this company.

I am very disappointed with the way my booking has been handled.
I paid more than double the base fare by choosing the flexible ticket option and travel insurance, expecting some level of protection in case of cancellation.
However, I was informed that I will not receive any refund and that the flexible fare only allows date changes, not cancellations. They only want me to request the refund directly from the airline and the travel insurance company, even though I made the payment to booking.com

This is my second experience in relation to WE PRICE MATCH which I feel is BOGUS. To prove my statement, I have attached the screen shots of the the third party as well as booking. Com images. I raised a ticket to the customer care providing the same information and the reply I got from them is also seen in the screen shoot. Their customer care service is one step another level of BOGUS service, I have been on this platform from 5 years now and I feel they don't care for their customers. Poor customer service and I will never recommend as their prices are already higher then the other providers.

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.