Booking.com Reviews 105,071

This was my first—and definitely my last—time using Booking.com. After booking, the owner told me the property was double booked, but no one from Booking.com reached out to me. The owner insisted I book another place and even asked me to call Booking.com myself. I refused to do that initially, expecting proper communication. Hours later, since no one contacted me, I had to call them—since their live chat was useless. Finally, they confirmed the double booking and canceled, but told me I’d get a refund in 4–11 days—for their mistake! I had to pay out of pocket to book somewhere else. They first promised to cover up to $120 in difference, but later changed that to €25, contradicting their own email. I called multiple times, each time getting conflicting information. One agent named Jason even hung up on me when I asked for clarity. Eventually, they told me I must book, pay again, send invoices, and wait another 14 days for reimbursement. The process was chaotic, unprofessional, and completely frustrating. I’ll never use them again, and I urge others to avoid this platform if they want peace of mind.

I booked a hotel through this website weeks ahead of my vacation when the prices of all hotels were quite reasonable. And when only a few days were left, they literally cancelled my booking saying that the hotel had overbooked for your dates (when I checked again on the website, that same hotel was available for those same dates though, but at double the price). And then I had to book a new hotel just a few days prior to my trip and at that point all hotel's prices were almost double to what they were at the time when I originally booked the hotel. After doing all this, instead of compensating the over-charge, they said they would compensate the difference only up to 60 euros, where I had to pay around 500 euros extra because of that cancellation. Pathetic experience with booking.com

I am a Genuis Plus3 member with Booking.com. I booked a rental house through them. I paid in full. The property is 400 miles from our home, over the Sierras.
I contacted the property numerous times about check in instructions and never heard back. We are supposed to leave in the morning.
I contacted Booking.com customer service. They could not reach the property owners either. They told me the only way I could get a refund is if the property owners agree.
So I paid $1800.00 for a trip that I can't take (and have to break plans with life long friends). The property owner has my money, Booking.com has their cut. And here I am.
Because of my membership level, I was able to talk to a live customer service agent and their supervisor. Both are clearly in another country. I think they both felt really bad, but their hands were tied.

So I booked an apartment in Dusit Grand Park 2 Jomtien, Thailand through booking.com platform on the 3rd Feb 2026, checking-in on the 12th, all confirmed and payment taken on the same day. I contacted the company via text on WhatsApp to the number provided by the platform to confirm arrival time and procedureto collectthe apartment keys. I got a response immediately stating they do not recognise the booking and to contact customer services. On eventually speaking directly to a human in Booking.com customer services they informed me that they tried to call the apartment owner/agent but was not answered so they sent an email asking for them to respond within 48hrs, and if no response they would refund, in the meantime I called the number on WhatsApp and someone answered, informing me they do not deal with Booking.com. So I called Booking.com 48hrs later and explained what I had been told and that the 48hrs were up and to refund my money, the agent then said they have to give send them another final email giving them 2hrs to respond and if no response I would get a refund, I got and email from Booking.com basically going back to the 48hrs notice. Anyway this has been going on until yesterday the 11th when I finally got an email from Booking.com stating I would be refunded within 7-12 working days. All this time I was being pushed by the agents to travel to the property and if the property agents did not show to call them or email them and they would try to find me alternative accommodation, can you believe that Booking.com wanted me to go to a property on the the likelihood that there would be no agent to meet me,,,,, so they basically pushed me to within 1 day of checking in to finally admit fault and refund, well I still have to wait maybe 12 working days for the money to get to my card. Needless to say I have deleted the app off my phone and will be using the other big names

Totally meaningless price match promise. Just for fun, I tried this out. A booking I made yesterday was 20% more expensive than Hotels. They came back with they couldn’t price match it because the screenshot didn’t show one person!! When trying a second time, it said I was out of time - just 6 hours after the original booking!! ChatGPT and DeepSeek both confirm that it is almost impossible to get a price match refund from them. Ever.

I’ve been told by a lot of people that they have lost their way, competitor’s like Trip are much cheaper and they don’t use them anymore.

They lost a customer today. I won’t be using them as my go-to app anymore as am feeling completely ripped off.

Platform was good I guess, but it’s just the hotel didn’t live up to the description and pictures.

Reservation No. 6566****1059
Stay: 19–21 October 2025

I booked this property because it appeared on Booking.com’s map in central Rome.

Shortly after booking, the “hotel” requested payment via an external link outside the platform. I immediately reported this as a scam. Booking.com cancelled the reservation.

However, Booking.com refused to provide alternative accommodation in Rome, stating that the registered address was in another city — even though the property was (and still is) displayed on their map in central Rome. I have evidence of this.

As a result, we arrived in Rome without accommodation and spent an entire day walking from hotel to hotel with our luggage before securing a room ourselves at a higher price.

We paid €464 for two nights and submitted the invoice.

During a phone call, I was verbally informed that the case had been approved for further processing. I was then asked to provide a final zero-balance document from the replacement hotel, which I submitted immediately. After that, no resolution followed.

Since October 2025, I have sent more than 10 follow-up emails and repeatedly reconfirmed my booking details. Despite this, months have passed without reimbursement.

I am still awaiting repayment of €464.

E.S.

A complete disaster! I cannot recommend booking.com to anyone!
We booked with booking.com a luxury country lodge. Upon arrival we eventually discovered that the place had stopped doing accommodation for over a year and yet was still listed on booking.com despite the owner repeatedly telling booking.com to remove the listing! The lady helpfully sent us to another apartment nearby, also with booking.com. We immediately booked the night, paid for it. We arrived a few minutes later to discover the place had dirty sheets from previous guests, dirty floors, used towels, sheets and bin full of rubbish! We then had to find somewhere else to stay! Booking.com then “generously” offered us £19.60 in travel credits despite us having spent £170.48 on the booking which we never had! The very least we expected was a full refund! This is an absolute disgrace and was a complete booking.com disaster! Please can you at least refund us for the money we have spent on accommodation we never had?

I booked a villa 9 months in advance due to the dates and number of people staying. Over £5,000 was paid upfront for this booking. Approximately 2 months before the holiday, the owner of the villa cancelled our booking. We now had to find a significantly more expensive villa as it was so close to the holiday. Booking.com told us we would receive a full refund within 15 working days (3 weeks). After numerous phone calls being placed on hold for hours and hung up on, we still have not received a refund after over a month since it was cancelled. Booking.com state they tried to contact the villa owner to receive the money but have had no response. I submitted proof with bank statements showing them that over £5,000 was taken from my bank. Each time I phone up, they state I have to wait another X days for Y reason. After X days, I then phone up again and get told another story on why I have to wait longer.

extremely terrible customer service on host side-removed all my properties from platform, its so bad.

I am giving 1 star because Booking.com chose to protect a dishonest host instead of their own customers and Terms of Service (Case #5272583773).
​Under Section A7, my booking (#6350739622) was a legally binding contract. Despite this, the host demanded me to cancel my booking due to an "pricing-error". Booking.com supervisor admitted that the €500 price was NOT a 'manifest error', and that she also wouldn't feel "safe" to stay at the hostile host, yet they still refused to enforce Section A16 (Relocation).

​Because I had already booked non-refundable flights for my honeymoon, I was forced to secure alternative accommodation myself at a loss of €612.90.

​Booking.com unilaterally cancelled my reservation on Feb 5th without my consent and without offering a solution. This case is now under formal investigation by the ACM (Ref: ACM-2026-884995). I will not stop until the price difference is reimbursed.

Absolutely rubbish,I hate this site, I go away a lot and the hotels are nothing like these incompetent scammers are advertising on their website,I'm in Thailand at the moment staying in a hell hole because of there lack of vetting procedures, thanks for nothing,robbing scammers.

We are senior citizens who booked an apartment through Booking.com between 17th - 31st January 2026. Following hip replacement we specifically asked if there is an elevator, even after seeing it on the booking site, and were assured that there was. It broke down for a week, and no repairs were done for 7 days. The cupboard door in the bedroom almost fell on me, the vacuum was broken, we were trapped in the building on our last checkout day and I had to climb stairs and wake up a lady to let us out, at 5.30 a.m.! We approached Booking who did absolutely nothing in our request for compensation, and deflected everything on to the apartment operator. It is atrocious to be treated this way, and everyone must know that apart from taking your money, Booking.com will not help you......I suggest alternative sites.

What is booking.com's problem? I am trying to list another lodge on the same site, opposite to my other one. One is white and called Sea Breeze, the other is grey and called Ocean Breeze. WHY do I keep being told they are one and the same when they have different plot numbers? WHO DO I TALK TO? I have gone back and forth for weeks and I am getting NOWHERE!!!! I want to complain but NO ONE can supply a number for me!
I will withdraw all my other properties!!

Reservation 5566719689
I still waiting for Hotel refund.
I stayed in MIA MAZAGAN BAY Hotel ElJadida, I booked for 2 nights.. 7 - 9 Jan 2026 , but the part of hotel still under construction so that was super noise then we decided to stay only for 1 night because the noise.. Hotel was agreed and will refund the rest of money (which is one night paid will refund) I got a slip refund MAD 1 176,98
I trying to contact hotel and booking to look into my case because until now I still don’t got the refund…, seems like booking doesn’t care.

Was booking a flight with them. Asked to change flight dates via support chat and end up with double price charges in the end. Was trying to get invoices and so on, and they were not able to provide me anything detailed. Numbers are taken from the sky and has nothing to do with air carrier fees for requested service.
So not recommend! Stay away

A WARNING TO EVERYBODY--DO NOT BOOK AN APARTMENT THAT HAS A ENTRY CODE..YOU WILL NOT GET IN..Twice i have been to such places that DO NOT EXIST..AND HAD A HELL OF A JOB GETTING MY MONEY BACK..Booking .com do not vet any of these places,You can take photos of your house and post them with a ficticous address and get money paid into your bank account.MEANWHILE THE VICTIM HAS TO GO INTO THE TOWN AND BOOK A LAST MINUTE NIGHT OR MORE AT OVER 150pds per night.DO NOT BOKK ANYTHING WITH BOOKING :COM

Avoid this company! Customer service is completely useless. Property’s what they offered are not checked, often overbooked and you need to find different ones. Also I believe they have been hacked me and two my friends received scam message with my reservation details

Trash. Horrible. Was meant to get a taxi ride and the driver came a day early. Left me stranded at the airport. Complained and they passed the bucket.
Never going to book with them again. Absolutely Horrendous. Quick to take customers money though eh?!

I booked a hotel through booking.com, only to discover the hotel did not exist and it was a scam. Completely wrong and horrible that they let the ad stay up on their website. There are even fake positive reviews to make it look real. Don’t ever book anything through booking.com!!!! SCAM!! Customer service did nothing so far to help me, they still haven’t removed the fake hotel. Completely unacceptable.