Booking.comReviews 4,273

Booking.com changed my completed reservation without my consent.

I had a confirmed booking at PANORAMA Luxury Hotel Batumi (Georgia) for 9–10 January 2026. I stayed there, paid in cash, and left the next day. I did not request any changes or create a new booking.

However, in February 2026, Booking.com unilaterally modified my existing reservation to 10–16 July 2026, effectively rewriting the past booking. This unauthorized change created a risk of automatic penalties, which I did not approve.

I escalated the issue multiple times in writing. My messages in customer service chat were deleted, and Booking.com failed to intervene with the hotel or resolve the problem. I have screenshots proving my communications before they were removed.

This demonstrates that Booking.com:

- allows partners to modify completed bookings without consent,
- has inadequate dispute resolution mechanisms,
- and may attempt to hide mistakes from consumers.

Consumers should be aware: your completed stays could be arbitrarily changed, and Booking.com may not protect your rights.

Booking.com's flight booking support is unreliable. Change requests are often redirected to third-party agencies, chat replies are scripted, and promised follow-ups frequently don't happen. Travelers may face delays or no resolution.

I should have read how bad the customer service is. This is terrible. Their systems sucks and really, nobody should book from them. Book with Trip.com, they are professional and great. I an not afflicated to Trip.com by the way, just great experience all around there.

Booking.com is skimping on the "Little People"
"I used to trust Booking.com, but after many years of loyalty, I've learned the hard way that they've grown too big to care.
I booked a 6-month winter vacation at Habibi@ Pollux Habibie, but when the host cancelled due to 'major maintenance' on a toilet, the nightmare began. Not only did they cancel, but the 'alternative' they offered was a huge downgrade from my original selection. They expected me to accept a lesser unit (0803) for the same price with no compensation or refund for the difference in quality.
When I rightfully declined the downgrade and asked for my money back, I found the 'smoking gun' proof of a corporate rip-off. My Booking.com records show I paid Rp 7,888,000 and was refunded exactly Rp 7,888,000. Yet, my bank account is missing $52.65 CAD.
Booking.com tried to blame my bank, but the math is impossible:
The 3% Rule: Standard bank conversion fees do not exceed 3%. On my $675.02 payment, a 3% fee would have been $20.25.
The Exchange Rate: Between my payment on Jan 12 and the refund on Jan 20, the Canadian Dollar actually strengthened against the Indonesian Rupiah. I should have gained money on the exchange, yet I lost over $50.
The Reality: I was hit with an 8% loss on a 'Free Cancellation'.
They are essentially forcing me to pay a penalty for their own property's failure. Now, they've gone silent and won't even reply to my follow-ups. It's clear that once a company makes billions, the 'little people' no longer matter. I've already found a much more responsive platform to move my business to.
Advice to travelers: Do the math on your 'full' refunds. They are pocketing the difference and hoping you won't notice.
Sincerely,
A customer you just traded for $52.65.
— Meghan Bullen"

The room had cockroaches, and they ended up on my bed, which is disgusting and completely unacceptable under any standard of hygiene. The hotel offered me another room with the same level of cleanliness, which makes no sense, as the problem could clearly happen again.

I checked out at 11:00 a.m., following the explicit guidance of Booking.com staff, who informed me that the hotel had agreed to refund the remaining three nights.

Despite this, I was offered a credit of only $11.60, which is offensive and unacceptable. This amount does not correspond in any way to the three unused nights I paid for. This feels like a joke and demonstrates complete disregard and lack of respect for the customer.

This situation is extremely disrespectful and negligent. If the full refund for the three remaining nights is not processed immediately, I will proceed with formal legal action and file complaints with consumer protection agencies.

I expect a prompt and fair resolution.

I booked a round-trip flight through Booking.com with a fare that clearly included 2 checked bags (23 kg each). After the airline changed the schedule, my baggage allowance disappeared. The airline refused to help because the ticket was booked via Booking.com, while Booking.com refused responsibility and pushed the issue back to the airline. I had to pay for baggage myself. Very unprofessional handling and zero accountability.

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Nastassja Carstens
2 reviews
SA
Rated 1 out of 5 stars
Never will use bookings.com again.
Never will use bookings.com again.
We booked a scammer hotel with contact details that does not exist and also a non existent location. I contacted Bookings.com 3 times and it is not user friendly services. The property where we had to stay is non existent. Does not matter how hard we tried with bookings.com. They supports scammers. Please be careful of them. We ended up without accommodation in Dubai in the middle of nowhere after we paid bookings.com. We had to find accommodation in the peak holidays with our dog travelling with us and not all places support pets, ending up paying crazy expensive and lost our booking with the scammer and booking.com will not refund after they promised me they will sort it for us. It was a lost case for us. After this I have sworn to never use bookings.com ever again.

Booking.com cancelled my confirmed Orlando villa twice and each "alternative" they proposed was pricier or cancelled again. Their own agent later recommended a third property $3,600 higher than the original, yet refused to cover the full difference, offering only a partial refund despite being their mistake. Over several calls I was bounced between agents, denied escalation, and even hung up on while traveling from Houston to Orlando with no place to stay. Their repeated errors, broken promises, and lack of accountability show serious mismanagement. I'm still waiting for the fair compensation they approved and repeatedly withdrew.

I rented a car and encountered a problem: the company Anvis did not accept my card. The staff at Anvis told me to contact Booking.com to cancel, but nothing happened. I was unfairly charged $270.00. Since it seems impossible to recover this amount, I can only advise: do not use this company, as they do not resolve anything. Simply put, do not use them.

From my perspective, after using this site for more than three years, I have come to see it as a trap. Users are drawn in to obtain services such as accommodation or car rentals,. Etc, but the platform takes advantage of them and undermines their rights under the guise of contractual agreements.

My experience was extremely disappointing. I rented a car and later canceled the booking by accident, only to be charged the full rental amount without any valid justification. When I contacted Booking.com customer support, I was informed that the entire amount had been taken as a cancellation fee and that it was charged by Sixt. I was also told that Booking.com could not reinstate the reservation, even though the payment had already been collected.

I then contacted Sixt directly. They confirmed that the reservation had indeed been canceled but that the vehicle was still available. They also stated that, from their perspective, the responsibility lies with Booking.com, since the reservation was made through their platform, should I wish to rebook the same car.

I filed a complaint with Booking.com's customer service in an attempt to resolve the issue, as money was taken while no service was used. However, they simply referred me to the agreement/policy I accepted during the booking process, ignoring the fact that their policy violates EU consumer protection laws by imposing excessive and unfair penalties on users.

Customer service would not assist with a medical related refund. They insisted it was up to the hotel. Quality Inn in Morgan Hill now rebranded insisted it was up to Booking. Both just sat there at an impasse. They kept the $295 when this was a true medical related issue. Do not use Booking.

I had a very disappointing and unprofessional experience with Booking.com regarding a car rental in Italy. The rental company (Italian Rent Car) refused to give me the vehicle I had already paid for and also refused any refund at the counter. I contacted Booking.com within minutes of the incident, despite being abroad with limited communication tools.
The responses I received from Booking.com were generic, unhelpful, and increasingly dismissive. Their last reply was not even signed. Despite providing all necessary explanations and evidence, they refused to refund me for a service I never received.
What makes this situation even worse is that, just a few hours after the incident, I rented another vehicle through Booking.com—showing that I was acting in good faith and still trusted their platform. Yet they still declined to take responsibility.
Booking.com's handling of this issue shows a serious lack of customer care and professionalism. Until they address situations like this properly, I cannot recommend using Booking.com for car rentals.

I made a reservation via by booking for 2 rooms with the Reservation number: 6479. 252. 870
On the date of the 26 July i had made a reservation for my soon Attila Nagy 2 room at the Hotel Km 0 Romanian beach hotel at Costinesti via by booking (4 person: 2 adult and 2 children) for 4 nights.
On the date of the 29 July the (lady) owner of the hotel contacted us to tell us that we need to pay it before the holiday start and that she gonna send me the 2 invoices (for each room one) nr. 1110 and nr. 1111
So on that evening i payed her the amount of 2 x 280 € from the Dutch business bank account of my future husband and than i sent to the lady the prove on Whatsapp. Because the invoices was with Romanian (RON) amount i was sure that can take maeby maximum of 1 or 2 day till the Conversion beetween the 2 banks gonna be made from € to RON
But now is passed 4 Months from the transaction date... and the Booking still don't help me to recover the amount, even if i had called them many time and send them emails, proves and bank account proves.

From that moment i asked her on each day via by phone and also in text messages if she received the money, but she always answered with no she didn't.
When she answered me in the same way with no also on the 4 of August i started to panic, because the next morning is started the holiday of my soon. So the lady offered me to let my soon and the other 3 person to go, and he can pay there at the reception one more time the same 2 rooms and she gonna transfer me back the amounts when is gonna enter on her bank account. But she didn't transfered anything till now.
So after the check out of my soon on the 9 of August i texted her again and asked her nicely if she received the amounts... The answer was negativ
We paid the same accomodation 2 times: once via by dutch ING bank account and second with dutch Rabo card at the reception of the hotel straight away to the owner.
But the owner denies receiving the first time transaction amounts.
I called to the bank in Romania where the lady have the business account and they suggested to me to go to Police and give statement against the Hotel km 0 and make also bad reviews on the internet so everyone find out about this... But i rather contactedBooking to try to fix this issue first, and not to make bad straight away.

I realy hoped in a friendly and amicable way to solve this issue all this long months, but the Booking remained silent and prefered to cooperate with a thief.

Shame on you Booking!
Specialy because we as a family had made more than 250-300 reservation on you web page the last one and half year.
Now, i do not reccomand it to nobody! Better use other accomodation web pages.

Arrived to Embassy Suites in Charleston for a 2 bedroom, King beds and what Booking.com reserved was a one bedroom King with a fold out couch in the living room. They did not have any 2 bedroom suites left so the hotel gave us a one bedroom with two double beds and use of a fold out couch in the living room. Not ideal but it worked-all thanks to Embassy Suites. Booking.com would not call us back or refund any of our money. They are overseas I will not be using them in the future

I booked The Beach Club Condos at Popeyes through Booking.com in May 2025 for a stay in December 2025, but canceled within 24 hours. Unfortunately, the condo had already charged half the amount to my credit card. When I saw the charge on my June statement, I thought it was a fraud and filed a dispute with my bank. My bank issued a new card, but the dispute was rejected, and the charge was put back on my account. After many calls and messages directly with the condo, they agreed the refund was valid, but said it was rejected by my bank. I then contacted Booking.com, and after months of emails and calls, their agent confirmed the refund is legitimate — yet it's been months and nothing has been processed by their finance department. It's now the end of October 2025, and I'm still waiting. I'm extremely disappointed by the lack of action from Booking.com and how long it takes to resolve such a straightforward issue. I called booking.com again today. The agent said she had to wait to connect to her finance department for refund approval and put me on wait forever! What kind of business is booking.com running?!

I will never book a flight through Booking.com again. It was my mistake to enter my name incorrectly due to a typo, but it has been months and Booking.com still hasn't resolved the issue. I even paid the required fee for the name correction, yet nothing has been done. I contacted the airline directly, and they confirmed that they had already received the name-change request from Booking.com and approved it. However, Booking.com never completed the change on their end, and the airline informed me that the request has since expired. They also mentioned that Booking.com simply needs to submit the request again—but despite several weeks passing, nothing has happened. Every time I contact customer service, they continue to blame the airline and promise that the change will be processed within 48–72 hours, yet nothing ever changes. On my most recent call, the representative repeated the same excuse and told me he didn't understand why I couldn't just wait longer. When I asked to speak with a manager, I was told that no manager was available and that someone would call me back.
Even though my flight isn't until the end of January next year, I just don't want to keep worrying about it anymore. This has truly been the worst customer service experience I've ever had.

I booked an apartment in Miami on booking.com for stay during 21st Dec 2025 to 27th Dec 2025. This booking was done on 24th Sept 2025. The booking was confirmed and a company called Prime Vacation Rentals took the payment same day. This was a fully refundable booking if cancelled until 14th Dec. A couple of days later, booking.com cancelled the booking. This I thought was because Prime Rentals might not have confirmed the payment back to booking.com. When I called up booking.com, they said they do not have current partnership with the Prime Vacation Rentals company. I stated the following facts to booking.com 1. The said property was published on booking.com website.
2. Booking.com took my payment details and passed it on to Prime Vacation Rentals to take the payment. 3. On the chat with Prime Vacation Rentals, the chat is hosted on booking.com website, Prime Vacation Rentals actually confirm they have the payment and the booking is confirmed. But booking.com refuses to acknowledge this. 4. Booking.com suggested I talk to my bank and PVR directly to manage the issue with out taking any liability of this matter.

I did a mistake to book a flight with them.
They are not giving me the refund I'm entitled to. On top of that when I contact customer service I get transferred to an AI agent telling me to find the correct contact info in a place where it is impossible to be found

I had a confirmed booking that the property cancelled at the last minute due to double-booking. Booking.com's policy clearly states they cover the difference if you're forced to book alternative accommodation. I provided every document they asked for, including the zero invoice, but after weeks of chasing they stopped responding and never processed my refund. If a guest cancels, Booking.com enforces penalties immediately. But when a property fails to honor a booking, they don't stand by their own policy. Very disappointing from such a large, well-known company.