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Booking.com has a rating of 1.2 stars from 4,200 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Booking.com most frequently mention customer service, credit card, and free cancellation problems. Booking.com ranks 458th among Hotels sites.
This company does not typically respond to reviews
I recently had an extraordinary experience with Booking.com's Transport Department, all thanks to a wonderful individual named Isah. Facing unexpected delays with my flight, I found myself in a bit of a predicament regarding my taxi booking. It was during this stressful time that Isah stepped in, not just as a representative, but as a beacon of support and understanding. From the moment I reached out, Isah was there to calm my nerves, reassuring me that I was in safe hands. He went above and beyond to accommodate my situation, ensuring that my taxi booking was rescheduled seamlessly amidst the chaos of travel hiccups. His empathy, professionalism, and unwavering dedication to helping me navigate through these difficulties were nothing short of remarkable. Isah's exceptional service and the assurance that "he will do whatever he can to help" truly set a new standard for customer care. It's rare to encounter someone so committed to the well-being and satisfaction of customers. This experience not only alleviated my stress but also reinforced my trust in Booking.com's services. To Isah and the entire Transport Department at Booking.com: thank you for turning a potentially disruptive travel setback into a testament to outstanding customer service. Your efforts are sincerely appreciated, and I look forward to relying on your services in my future travels. Isah, you are a true asset to your team, and your dedication deserves the highest praise.
Booked a car in Nevsehir Turkey,cancelled they sent me an email saying refund will be paid in 7 working days now 21 working days Contacted them 3 times can't help wrong dept we don't talk to each other we just take your money and hold it until you lose interest. Recommend don't use them worse than Banks
Booked a hotel that met the basic and simple criteria for a $50 rebate once the stay was completed. Nice enough. Want to get the rebate? Good luck. First, you can't call in and talk to ANYONE that works at booking.com unlike, say, hotels.com. Everything is e-mails with offshore from the US who struggle with basic customer service and meeting those expectations.
In short, it took hours upon hours of e-mails, getting documentation together, etc. to even get this rebate. It's like a scheme set up to get you to give up. I didn't. I got that money finally credited back to my credit card after weeks of hassles. Not worth it. I will never use booking.com ever again. Way to go-you just lost a somewhat regular customer.
Go direct to the hotel and avoid using a third inconsequential party. We used booking.con and their customer service was hopelessly inefficient and very ineffective at resolving an issue. Worse than useless.
Appalling customer service. Just got endless automated responses regarding their serious breach of data privacy and data protection. They then followed this up with surveys asking me "how they'd performed"! Staff member who eventually called me just read from a script like a robot. Total waste of time. Plenty of other booking services to use which are run by people who care. Have cancelled my account with booking.com. Won't be going back. Won't be recommending to others.
Scammers have literally broken into their email system and caused me to book the room directly from the hotel. Trying to get ahold of someone to resolve issue is virtually impossible. Used these guys for years but will never again!
Booking.com is a joke. Terrible customer service. Cut off multiple times. Misrepresented the hotel I stayed at. Paid for 6 nights, had to leave after 1 night-ear splitting loud music next door at a "beach club", no hot water, no drinking water(!), no a/c. No help from booking.com whatsoever. Runaround. 1367. 00 charge on my card and they won't help. Bastards, never again...
Booked a room for $169 and was charged $245 because of undisclosed fees. I called immediately and they refused to credit or cancel. Called several more times over three days and just got the run-around. Do not use this company.
Products used:
booking
Using this website for my business trips and when I'm on holidays, for the last 3 or for 4 years, mostly round Europe. Could not remember I had any issues with booking. The amount of actual discount, but not the marketing tricks can be bigger, other than that all fine.
Having made a booking and made payment Booking.com cancelled as they couldn't secure the booking. Obtaining a refund was difficult and frustrating. Making contact was impossible, my emails and on-line messages were ignored and met with irrelevant automated responses (see image) that just kept repeating no matter how much information I gave.
Booking.com try their best to frustrate you until you give up. The issue is still un-resolved. I will never use them again and would warn anyone against using them. Just book direct. Much easier and same price.
Tip for consumers:
Strongly recommend you not to use this company or site. It is a faceless ignorant organisation making money out of false promises and manipulation of the supplier and end user.
Products used:
Hotel Booking
It just took me 2 hours to book a room (most of this time was spent trying to communicate with an algorithm. In "the good old days" we used to be able to call the front desk, speak with a person (who was paid a salary) and have a room booked in less than 5 minutes. If you lived on another planet and saw what we're doing down here you'd say we're insane.
I have been trying for 2 months to list a property on their platform, hours of phone calls, agents promising to call me back, calls being cut off, and I am no further forwards. I am speechless how this company can be so atrocious when it comes to dealing with customers. Avoid at all costs if possible.
Tip for consumers:
Please avoid for your own sanity
Very vague and hidden policies in an attempt to get people to make reservations. Good luck ever getting a refund from this place. I tried cancelling my order through my phone (traveling) and assumed it went through before I found out I got the full room charge. I'm pretty sure they don't even send confirmation e-mails for cancelling or reminders on booking which would alert you to either case. It also appears you can't even cancel on the same day either...
Afterwards they point to their actual policy hidden by hordes of lies and flashy buttons and exclaim no refunds.
Don't bother with this one.
Booked a hotel for my wife in Gumbet the bleu nuit, on arrival the hotel was closed for renovations, no prior warning given and booking.com make it very difficult to claim any compensation, in short they are not interested. Terrible customer service, use at your peril.
They keep finding excuses not to honour their price match claim (just 5 pounds...), and start not responding. For example, they said if I book through hotel directly, "will be charged directly by Booking.com". Completely blown my mind.
Tip for consumers:
Don't book with them.
Products used:
hotel
I used this service when I was in Poland they know how to make it look good and rope you into a booking and don't help if there is an issue you are on your own. I was charged for a room I could not get into I stayed in another hotel nearby and was charged for a room I could not use fighting with my credit card for a refund. It's only about the booking, not the customer be careful and look it over before you agree to the room.
Products used:
Hotel room
Hotel I've booked through booking.com made a mistake (gave away my room to someone). Booking.com charged me with no-show up fee, and not replying my mail.
This is unacceptable and I wont use their service in the future.
Paid for booking, and was cancelled immediately, and booking.com refused to reimburse the charge, I have called about 10 times, each time they tell me something different and the customer service doesn't seem to understand what's going on, still have not been refunded. Never book through this company.
I am a Genius top customer supposedly with Booking.com.
A simple online booking of flight error lost whole amount. I pushed send immediately realised error tried to contact them absolutely no response.
When I eventually did through persistence it was my problem no offer of rectification despite my status.
They are Terrible. Use this at your peril.
Booking.com has been stolen my card USD 180 and cancelled my reservation. Please be aware using booking.com website regarding hotel reservation. It's my experience to share with you. Booking.com charged for reservation then cancelled I couldn't get my money back my bank declined to return it because booking.com hold my reservation payment then cancelled my confirmation. Be aware of scammer company.
I pre-paid 4 nights at the Hampton Inn, a Hilton property through Bookings.com for over $1000. Their website said then and says now "Free Cancellation, Most Rooms". I had to cancel two weeks ahead of time because of a serious medical emergency. They wouldn't refund any of my $1000. Since I cancelled, they can also re-rent my room which means they are doubly enriched. This is a scam. My confirmation number was *******925.
Tip for consumers:
Avoid Booking.com. Book directly with your hotel.
Total scam business. I used Booking.com to book a room at the Red Carpet Inn in Fort Lauderdale for a week only to have my reservation refused when i arrived because my drivers license had expired a month prior which i did not realize. Next day i was checking my bank info and saw where i was charged for the entire reservation by booking.com which totally contradicted what is stated in their payment policy. I tried to email them many times with no replies or ones that made no sense and where disjointed from my requests. I concluded that the replies I did get back were from mere robots, always with last name beginning with the letter c ( Carla C., Mona C., Gerry C., etc.) This company is a total scam! DO NOT USE THEM! There is a reason they operate out of the Netherlands. Think about it. STAY AWAY!
Their ad was for $109 a night for Zona hotel. Booked 3 nights & was charged $417 total, and in fine print, "not including 15% tax & $45 service fee." Talked to Joanie and the supervisor, who were very rude and confrontational, basically said "nothing we can do, the hotel changed their rates." Don't ever go through booking.com! Now I see why there are so many horrible reviews about this place. The rate shown on the site is just an illusion to lure you in and the customer service is lazy, rude and heartless, they won't do anything except to basically tell you "there's nothing we can do, it's your fault for booking."
As a host, I have been waiting for 7 months to be paid by Booking.com while my guest has already paid them. Calling customer service has been a fruitless endeavor, with each representative apologizing as a matter of course and then referring me back to the same point. Some of them even confessed to having a terrible experience with the finance department within the company. It appears that there is either an internal conflict or this is their standard policy - terrible management either way. I cannot believe that someone can take money from your guest and not pay you - is this a scam or criminal activity?
Given this experience, I would strongly advise against using the Booking.com platform as a host. You will be left without any form of insurance or protection and may not even be paid. If you encounter any issues, don't expect any help from customer service.
Products used:
I'm a host using Booking.com platform
The site advertises free cancellation on many properties but beware of places which charge your credit card a deposit (usually immediately) - not much incentive for them to play ball when you cancel. I had a property drag its feet, claim it could not refund money to a credit card, lie about when a wire transfer was sent etc and booking.com has done little to help. You will be the one doing all the work!
I booked a hotel based on the terms that were displayed on the page. 30 percent down and final payment 7 days before arrival date. Well they billed the entire amount
Bookings could not help. Hotel would not return my calls. I had to engage my bank for resolution.
With this being said. I will never ever book anything through booking.com.
After a second bad experience, I'll definitely warn anyone considering this site to avoid them. I'm in the UK and a 2 night hotel stay was averaged to £354. The hotel has charged me £474 (euros to pound conversion) and justified it by saying approximate prices. I should have known better after a previous experience where the same had happened and booking.com supported the hotel charge against my complaint. Don't be fooled by the cheap prices.
Sometimes, your credit card will have been charged already and you're oblivious to the charges so there's nothing you can do. In future, I will probably try to contact the hotel first to see availability and prices like someone suggested on another site.
Booking.com provides online bookings of hotels, resorts, hostels, and other travel accommodations around the world. The site attempts to separate itself from rival reservation sites by offering deals and its own hotel reviews. Booking.com is a subsidiary of Priceline.com, a publicly traded company (Nasdaq: PCLN).
Hello Ish,
I'm sorry to hear you feel this way. Booking.com advertise all of the hotel's policies on the website before booking your reservation. Should you ever have any questions about the hotel's policies you can contact Customer Service available 24 hours a day and 7 days a week for clarity. For same day cancellations, please be advised that the hotel's may not allow cancellations depending on the type of policy that you had booked their room under. Should the hotel allow cancellation then Booking.com would send you a confirmation email stating as such. If you can provide me your booking confirmation number I would be happy to check for you.
Regards, Brian
Booking.com Customer Service Team