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Terrible experience. While booking a hotel, the payment step appeared to go through, but the app showed “Something went wrong, please try again.” I followed the instruction and tried again, only to discover afterward that Booking.com had created two bookings for the same hotel. I contacted customer service, and they repeatedly told me they could not do anything. Their app/payment flow caused a duplicate booking, and they refused to take responsibility. I lost money because of their error. I would not trust this app again.
Terrible Service. They are very rude my reservation was canceled on their end I was told there was nothing they can do . To modify the reservations there’s a $135 fee when I asked to speak to a manager I was told I could get a refund and that was $150 fee . I didn’t want a refund I wanted my room.. So I’m out of $300 . I would NEVER USE THIS COMPANY AGAIN..
Booking .com reserved my SUV with thrifty. I was over charged $90 and they refused to help. Will never use them again.
After I hit purchase, they sent an email saying the price was no longer available and sent a new price with a new purchase button. I didnt want the new price so I backed out of paypal and made other plans. A few hours later I found an email saying I had purchased the hotel at the original price. I had already purchased another hotel at this point. When I tried to contact customer service I got an AI bot that didnt understand and was unhelpful. The experience was imo illegal bait and switch, cost me a fortune and ruined a day of my vacation, worst of all. I will never use booking.com again!!
We rented a van in Costa Rica thru Booking.com who informed us that we needed additional car insurance. However, when we arrived at the car rental office in Costa Rica, they told us that the insurance we purchased through Booking.com was not valid there. I reached out to Booking.com for assistance, but they did not respond. I feel taken advantage of by these untrustworthy operators. Stay away from them!
I am absolutely appalled by Booking.com's complete disregard for consumer rights. This is the SECOND time in just one week that my confirmed and fully paid reservation has faced malicious price manipulation on this platform. I successfully booked a property, completed the payment, and received an official, legally binding confirmation from Booking.com. The reservation was entirely FIRM. However, the host later regretted listing the price too low and tried to force a cancellation, which I firmly refused because a confirmed booking constitutes a binding contract. Instead of standing up for the consumer and enforcing their own platform policies, Booking.com support agent Rob actively stepped in to act as an accomplice for this rogue property. Rob sent me an official email trying to pressure me into accepting a ridiculous "pricing adjustment," demanding my confirmation to pay an astronomical total of $1,200 CAD! Is this even legal?! This is a textbook "bait-and-switch" scam. Booking.com is blatantly violating consumer protection laws by allowing properties to lure travelers in with low rates, and then using their own customer service agents as leverage to squeeze more money out of customers once they are locked in! I demand a formal investigation into agent Rob’s handling of this case and immediate intervention from Booking.com's senior compliance team. I will NOT pay a single penny of this unauthorized price hike. If this is not resolved according to consumer laws, I will escalate this entire thread and evidence to international travel watchdogs and formal regulatory bodies.
Absolutely useless company. Booked flights to Turkey with Corendon Airlines. Flights were priced in Euros but booking com charged me the same amount in Sterling. I.E 354 Euro became £354. Return flight was cancelled and they refunded,after Lloyds intervened £159 instead of £184. Customer service desk manned by someone who’s English was useless and she complained that she couldn’t understand me. Total joke b of a company to be avoided at all costs. I’ll leave it to Lloyds credit card to sort it out. Thank heaven for section 75. Avoid at all costs. Conmen.
I booked several properties for a Spanish holiday through Booking.com. The first promised a complimentary taxi to the Seville apartment if we spent a minimum amount on the booking, which amount we well exceeded. The complimentary taxi ride did not appear on the confirmation. After several attempts to contact the company - made very difficult through sloppy AI links and messaging - I was finally told the following: After carefully reviewing your reservation, we can confirm that a free taxi service was indeed offered. However, we regret to inform you that, as per the applicable terms and conditions, this benefit is currently not eligible to be availed. The amount or criteria required to qualify for this service does not meet the necessary threshold outlined in the policy. This was literally false advertising. I have used Booking.com many times over the years, but I will never use them again. Disgusting and dishonest service.
I booked accommodation in Edinburgh over a month in advance through Booking.com. Throughout that entire month, the property never collected payment despite my repeated attempts to contact both the property and Booking.com to resolve this. I have full records of every contact attempt. Less than one week before my stay, the property cancelled my booking without warning. Two days prior to this, a Booking.com representative had explicitly assured me the booking would not be cancelled at this stage, and also committed to providing either compensation or alternative accommodation. Neither promise was kept. I was forced to find and book alternative accommodation at short notice at a significantly higher cost. My bank statements confirm no payment was ever attempted by the property. I also successfully booked the replacement accommodation using the exact same card immediately afterwards, proving there was never any issue on my end. Booking.com has repeatedly dismissed my compensation claim, blaming a "payment error" despite being unable to provide any evidence of an attempted transaction. They have ignored the broken promises made by their own staff, ignored the call recordings that would corroborate my account, and ignored the fact that even if a payment issue existed, the property had over a month to resolve it before resorting to a last-minute cancellation.
Absolutely gone downhill. I’ve been using and enjoying their services for a number of years. This year, we booked our 1st anniversary trip, and the flights got cancelled due to the Middle East conflict (we’re based in the Middle East vacationing in Europe). Booking.com promised to issue a full refund. 2 months, hundreds of dollars in phone bills, and several confirmation emails from booking.com later, we were given “Travel Credits”… Their Travel Credits are near useless with about 90% of the properties listed. Basically, we never got a refund. They have no actual customer service email to send to, their customer service is a loop of death, and their statements are conflicting in the very least… Gone are the days where Booking.com’s word meant something…
I've used Booking.com for hundreds of reservations over very many years. Generally it is a good platform, but when things go wrong it is beyond difficult to get resolution. They are currently proving the most impossible company to deal with. Rates are often at least as good if I book direct with hotels and as their customer service is so woefully lacking, I'm at the point of concluding that the convenience of using this platform doesn't outweigh the huge inconvenience of not being able to speak to anyone sensible to resolve occasional issues when they arise - it just isn't worth the hassle factor.
It became impossible to get any support from AI bots - they repeating the same question and then hang up.
A true nightmare. We booked a hotel room in Washington State and had to cancel six days before the reservation. The hotel canceled our room and said we were entitled to a refund with the six-day notice. Booking.com was finally reached after days of calling. They did not release our funds, did not contact the hotel as promised, and did not follow up with us. Weeks later, the hotel has been unable to reach them, and we have lost our deposit. A mess. Avoid this company, it's a scam and a dishonest disaster.
Appalling customer service! No way of having a conversation with anyone despite several supposed links to customer service people. I wanted to extend my stay and despite 7 or 8 emails and messages I received no response. Luckily I was able to do it direct with the accommodation operator (which meant it was cheaper for me as no cut for booking.com). I won't bother with them again.
Truly doesn’t deserve ANY stars. In the city of Indianapolis, IN, I was staying close to my brother who was hospitalized. The hospital had a house for family members but not for all eight days we were there. So in booking a room for 1 night, in speaking with who I thought was the hotel, but finally realized I was speaking with AI, and was even more careful.(don’t trust that technology yet) Lovely “woman” with a southern accent that continually called me sugar helped me, Right out of $200.00. So the idiot computer booked me for two (2) nights not one (1). The first hotel this inept computer sent us to was under construction. Broken concrete, shingle material other building rubbish. It was a minefield to negotiate. The lobby had no ceiling, no front desk. Oh but we were told that most of the rooms were freshly remodeled. I informed this worker/owner this was not a comfort inn it was a mess and would not stay there. Well he had another building next door that was better. Not by much. It was a few notches above the previous mess but we were still stepping over a broken electrical box in the sidewalk in front of the entry door we used, not sure if it was live or not! At the desk I was informed I would need to put a deposit down of $100.00. So I gave a credit card for the deposit and checked in. They immediately charged my card and in the morning when I checked out, was told my $100.00 deposit would be returned within 7-10 days. If I had paid by cash I would have gotten it back right away. But was never warned of this. Who uses cash for incidentals anyway. Then it becomes impossible to get my money back from Booking.com for the extra night I was charged, even though I caught it before our 1st night by keeping an eye on my account. Half a dozen calls, and no satisfaction. CUSTOMER SERVICE AT BOOKING.COM SUCKS SUCKS SUCKS!!!!!!! None of the people at booking.com knew what they were doing! None spoke clear english, constantly repeating yes miss sheila I can help you with that. And still doing nothing. I was told I was going to get a refund of $200.00, then it was $170.00 Every time I spoke with this company it was never consistent! So let’s recap, $394.84 for the room, $100.00 deposit. I’m out $494.84 for one(1) nights stay at the crappiest comfort Inn & suites I’ve ever seen. This was 3 motel/hotels right in a row that these slum lords owned. They misrepresent their Dirty, gross, unsafe rooms. Three weeks and counting I still don’t have a refund from Booking.com If at all possible book straight with the hotels front desk, even if it means driving from place to place. At least then you know what you’re getting. And if an issue arises you can deal straight with the hotels front desk. Also beware a lot of the crappier hotels, they hire these companies like booking.com to book rooms for them. You think you’re talking directly with the hotel because you called their number, but the third party captured your call. Pretty slick trick huh? This gives them(the crappy hotels) a great out because “you booked thru a 3rd party” they shrug and tell you to address it with booking.com. DON’T BOOK ANYTHING WITH BOOKING.COM ALSO AVOID: COMFORT INN & SUITES NORTH AT THE PYRAMIDS 9090 Wesleyan Rd Indianapolis, IN 46268 I will never use a third party booking company again. Make sure to know who you are speaking with when booking any travel.
Based on 31 verified customer reviews, Booking.com holds an average rating of 1.1 out of 5 — rated Bad on ReviewTerminal.
