Booking.comReviews 4,273

I book a room from a trip coming back from Israel tour for December. Since they are at war the tour was canceled, I called to explain the situation and after going back and forward I was told that the room was not canceled and that there is nothing they can do to help. I understand the policy's but I couldn't make it because there is a war. How can no one was able to help. Bad experience never using them again.

We used Booking.com to secure a room. Somehow we ended up with 2 rooms when we made changes to the suite we wanted. When plans changed, we cancelled the one reservation we knew we had within the required deadline - no charge. A month later, we were billed for a room we did not use because the second room was not cancelled. Hotel management stated it was Booking.com issue and of course Booking.com blames hotel. Booking.com staff were rude, hung up and told us the issue was with the hotel. Management at hotel refused to help, blamed Booing.com and did not return calls. Be very careful with third party reservations and this hotel.

I wanted to stay at a place for 27 days I paid for it, and when I called to ask if they received the reservation, they told me that it would have to be changed because they only allow 14 days, so I called back booking, and I told them that, and well in the pictures below, you can clearly see that they took 2104.40, but they're saying that they only got the other half the 1000 whatever, so booking.com steals from you, and they're refusing to give me back my money as you can clearly see.

I don't know if you're paying people or what, but this property was HORRIBLE! AND Booking.com's customer service is a joke (a really, really bad joke). I pre-paid (not reserved, prepaid) a room in NYC, which had no heat. They never sent up an engineer, who I waited for in the hall because the room was so cold, with a nasty draft coming from the windows. I finally go back downstairs to ask what's going on and they say "engineering says the room has not heat." (Really?!? What a revelation). Then, I raised a fuss they said they'd "try" to find me another room. Really? Well, you've prepaid so we're keeping your money, even though I didn't stay the night. In fact, I was in the room all of 10 minutes, just enough time to take off my coat, disinfect the countertops and realized there was no heat. I don't know which is the scammer Booking.com (How much did they pay that actress for those ads for a service I'm sure she doesn't use?) or Tuscany by LuxUrban. They are not entitled to keep my money, but that's where they're going. I swear, when I get through this last trip booked with Booking.com coming at the end of November, God willing, I will think long and hard about using Booking.com, in fact, I pretty sure that I WILL NEVER USE THEM AGAIN NOR WILL I RECOMMEND THEM TO ANYONE unless they want to be scammed. I will definitely steer anyone I know away from this hotel (Tuscany Wyndham hotel and Booking.com.).

Booked a reservation on the 18th of July, 2023. I get email from the property that they are canceling my reservation due to them selling the property. So I resch out to booking.com. As of November 1,2023 I am still fighting to get my money back. They tell me everything I call they have reached out to the property and they have to give them 5 business days to respond. Then if they dint they will refund my money. This is my third attempt as of November 1 with the same response. Don't recommend using them.

I bought a plane ticket from Lisbon to China, and the flight was cancelled, So I have to cancel my tickets from booking.com.
I paid 1271.43 Euros in total, they only refund me back 758 Euros, and I have to wait for the refund to go back to my account.
I didn't choose to cancel my flight, It is purely the Airlines fault, why shall I pay 500 euros for someone else fault?
Then there is no telephone number, no way to access customer service.

I booked a rental car through book.com, non-cancellable and non-refundable (Full Payment). Scheduled to pick up car at 8pm at Manchester airport, ScotRail had train service delays and we didn't arrive until 3am. We went at 7am to pick up the rental car with Booking.com voucher. Europcar stated that since I didn't pick up on the previous evening Booking.com cancelled my pre-paid booking. I had to pay almost double to rent the same car. Booking.com would not refund any amount of the paid in full booking, even though I arrived within 8 hours of my scheduled time. Be very careful booking with booking.com. Cannot recommend them at all

I booked an apartment through booking.com and there was no hot water! On speaking with the owner I was able to identify the plug to the hot water system had melted and was giving off noxious fumes. The owner insisted I could still just plug it in and it would work - I tried: the water didn't heat and the heaters light didn't turn on and there was an increase in noxious smells. The owner was unprepared to come and fix the situation so I've had cold showers in winder for 3 days. On raising this to Booking.Com (with photo evidence) they say the owner says I should just plug it in and they will do nothing more. Booking.Com don't care and there seems no recourse. I will steer away from Booking.Com as they are not there to help. I advise you to steer away too...

I booked an apartment in Florence via Booking for a conference. Despite the rate of 130 EUR per night, the place was in deplorable conditions: dirty, unhygienic, and with yellowed sheets. Because of these appalling conditions, I had to seek another hotel in the middle of the night. Booking's customer service proved utterly ineffective in addressing the issue. The property, instead of providing a refund, offered a free night in the same apartment, fully aware that I'd never accept given the state it was in. Adding insult to injury, Booking tried to convince me that this was a good deal. This clearly shows that scammers are making a mockery of Booking, and the platform either remains oblivious or simply doesn't care. After much insistence, Booking proposed a laughable 15% refund of the total price, which is only 20 euros. It's evident that Booking is a weak platform, allowing scammers to operate with impunity. I strongly advise caution and thorough research before booking on this platform.

Charged full price for early 'free' cancellation.
Customer service lies, says they'll deal with it, only to turn around and say they we won't.
If you're cheated, you're on you're own.
Use anyone else!

Booked a hotel in Naples Italy through Booking.com, pictures looked very nice. When we got there, the door opened to a courtyard, but the photo looked like the door to a hotel. Listed as hotel, it's B&B, it would have been ok for younger couples, but not someone in their 70s, did not feel safe. We previously sent email to place and said we needed a taxi at 4a.m. To get to airport, no problem, not sure how this would have happened as there is no front desk like a hotel, it's an apartment with bedrooms. The terrace area was there, small but nice, but we were told that there was no reservation under our name, not that we were going to stay there. We booked another HOTEL immediately on Booking.com - but it was the same type of B&B, did not look safe either, courtyard leading to an apartment building. We were partially refunded for the 2nd booking but not the first. I emailed booking.com, no response other than to please rate the first BB! When I called Booking.com to explain what happened, the young lady said she saw the email I sent and she said they would definitely look into it and get back to me shortly, but never heard from them. I was told by some people in Naples that all B&B's are apartments and the courtyards are very dark and they do not have front desks! I have used booking.com for years and this is the first time I have had an issue so I will continue to use their service, but I will be very diligent in researching where I stay.

This company is absolutely terrible and only cares about making money. I booked a hotel and had confirmation and then, days later, was told by booking.com that the reservation did not actually exist! They offered no assistance in helping me rebook until I created a fuss, and this was only after responding to my messages with automated responses until probably a week later, I was offered some options as I demanded that they fix the problem as this was all their mistake. I booked a nice hotel originally, then they offered me a hostel room with a shared bathroom. Not even comparable. I declined. They also offered a hotel that was nowhere near the original one we booked, and we don't have a rental car, so I declined this as there was no way we were going to walk the difference to downtown, where the original hotel was booked. Then, they offered that if I rebooked something, they would reimburse up to____, but they never put an actual amount. At this point, they totally stopped responding to my repeated messages. I did end up calling them and the only way they will speak with you is if you give a confirmation # and the pin # of a reservation. So I did this on the prior fake reservation that didn't exist, and thankfully, since they hadn't actually cancelled the nonexistent reservation yet, I was able to talk to a human. She said that they would offer reimbursement of 25 Euros...which is like $26. Wow. After this much time of them not fixing their mistakes, the prices on hotels have gone up and sorry, $26 won't cover it. So I booked a hotel for about $150 more than the original pseudo-reservation, I have submitted my reimbursement request...we'll see if they do reimburse. If not, I'll write about 17 more terrible reviews. This company is terrible. I will just book straight through hotels in the future. What a joke. Typical experience with Corporate America.

We are staying at the Townplace Suites by Marriott at 140 W 28th street. Ugg. First the pros. The shoebox was clean. I say shoebox because that's what the room reminded me of. For $400/night I ex pop extend more. Now the cons. As I said, the room is so small, there is no place to put anything. No bureau. Only an unlit tiny closet. You can't move in the bathroom. No place to put anything. The elevator system has no security. Once one person uses their room card to choose their floor, everyone else can press in any floor w/o using their card. The fitness center in the basement had no AC. It was 79 degrees f. The so called free breakfast was disgusting. I could go on but you get the point. There has to be better alternatives to this place.

First of all it is absurd how they help customers that only have a confirmation and Pin number (meaning they have already booked with them). I have been trying for 2 weeks continuously to book an apartment in London, thankfully I didn't. I tried 3 major American bank cards and 1 was Revolut, they said they didn't take american cards (already odd) so I tried the Revolut and still couldn't pass the "verification process" where they only take the info and not charge you. I eventually got blocked in the website for trying to book the apartment due to "protect themselves from online attacks". And since you can't call for assistance if you haven't pre-booked and spent your money on them, I tried emailing customer service through the app. All I got was automated responses, I doubt anyone read anything I wrote because I kept getting the same responses (such as try calling us…meanwhile I mentioned I couldn't cause I don't have a conf.#). After reading the reviews I confirmed I wasn't the only one experiencing stuff like that, good thing I didn't eventually book with them.

Terrible and abusive customer service. It is a platform that allows and encourages scammers and abusive owners to list.

I give you only 1star, You need to take the female out of your commercials. She is making your agency look like idiots. She can't act so why are you down grading your business.

I booked a room at the Arkansas House in Jasper one year ago. I then called last week to confirm my reservation. My initial reservation (Visa charge) was with a male who answered the phone and when I called to re-confirm, it was a female. I arrived Friday afternoon and walked my service dog over to a grassy area to the side. A female came running out saying "no dogs were allowed on the premises." She assumed I wasn't staying there but I gave her my last name and assured her I was. Her hands then started shaking uncontrollably and she began to yell that a previous guest had snuck in a dog with fleas and her "special needs" daughter (their maid) could not get rid of them. And another previous guest's dog had barked all night keeping guests awake which led to a negative online review. I offered to present my service dog's card, vest and papers but she refused to view them. At that time a male (husband) came walking through the lobby. He proceeded to vent that he "didn't appreciate my lies about the dog" and he stated it was "a very big issue." She then said, "as a Godly woman she would pray for my soul because there was nothing worse than a liar." By then I had realized how unstable these people were and I backed out of the lobby and walked up and down Main Street searching for a safe place to stay. The other area hotels were full, so I sat on a porch across the street and called the friends I was meeting. I described the hostility I had unknowingly walked into and they assured me we would find an alternative. I had to walk back into the establishment in order to gain a refund but there was nobody at the front desk. I Googled their phone number (also Jasper Police Department's number in case I needed them to intervene) and the same female hung up on me. I called back 2 more times reiterating that I was in the lobby needing the refund. She finally came downstairs but she did not want to refund my money. I asked her if she was aware of ADA Guidelines and she admitted she was but said they "made their own rules." Once again she called me a liar and said, "as a Godly woman she would pray for my soul because there's nothing worse than a liar." She kept making fun of "whatever that dog does for me" which I found particularly appalling if she indeed does have a handicapped child. She finally ran numbers on a credit card machine and tossed a receipt on the front desk. My poor dog was still shaking from all the yelling and hostility and I just wanted to get him out of the dysfunction. I would be very very wary of even walking into this place. I wish I'd read ALL of the online reviews as I now see this exact scenario happened to a young woman just last year. Deal with these people at your own peril!

I had a very bad experience. No one helped, no one followed up. Booking is there to take your money and that's it. It's a freaking nightmare to get service and talk to someone and get some service back from that person.
100% NO NO