Booking.com has a 1.0/5 average rating with overwhelmingly negative customer experiences involving refund failures, poor customer service, fraudulent listings, billing errors, and unresolved complaints.
Common concerns
Customers mention
Never dealing with this company again they said they would refund me for a hotel stay but they never did . Their customer service agents would hang up on me when I called them asking why I hadn’t received my refund .
Booked through the Booking.com app where a “Free airport taxi” was clearly advertised as part of the booking. After paying, I was told the benefit didn’t apply because of an alleged affiliate programme that was never disclosed during booking. Customer service provided multiple conflicting explanations, failed to provide evidence when asked, and then stopped responding entirely despite my trip approaching. Very disappointing handling of a straightforward complaint.
DO NOT BOOK FLIGHTS THROUGH BOOKING.COM. We booked a flight to Ho Chi Minh through booking.com in January. Our flight (In May) was changed to a day earlier and no communication was given to us, so we missed our flight completely. The lack of communication from Booking.com set us a back over $1000 in purchasing a last minute flight to our destination for the following day. In fact we received multiple reminder emails for our flight set as the original date, after our flight had already left the country the day prior. The airport told us this is not the first case of poor service from Booking.com and that multiple people that day had experienced the same lack of communication on our flight. Absolutely appalling service from Booking.com when trying to resolve our issue. I do not recommend ever trusting this site.
I was charged twice by a hotel I booked though booking.com. I have given booking.com all documents that were requested and they still refused to help, stating I would have to pay a cancelation fee of over $400 to a booking that wasnt canceled. I have been trying for almost 2 months to get the issue resolved.
Dealing with a combination of Priceline and booking.com is absolute torture they send you a confirmation number for your trip and no pin and then if you have a problem you want to talk to them and you don't provide a pin you hit a brick wall
Booking.com do not care about your privacy or sensitive payment information, they had several breaches in the last 6 months, which they failed to notify to us customers. I have now had several experience of this awful platform allowing fraudsters and scammers to write to clients on whatsapp, using booking.com reservation details (dates, price, hotel name, your private whatsapp number etc). The scam is like this: they write you from the name of the hotel, referring to your booking.com booking details, correct dates, prices etc. They then say there is an issue with payment, or price has gone down, or they launched new hotel administration system, and you have to pay again, or risk cancellation. Clearly, the link could be virus or just payment fraud. I took screenshots and wrote booking.com, robot does not respond, nor does customer service. The only solution is to find contact details of the hotel on their website and email them. Both times it happened to me in the last 3 months, the hotel confirmed it is a scam, and that it relates only to booking.com reservations that customers complain about. In other words, Booking.com has had info leaks of sensitive information, or it is an inside job (their service, reservations etc, is now all outsourced to the lands of usual culprits). Be vigilant, look out for yourself, god knows booking.com will not. These relate to my older bookings, that both took place in May, as I no longer use booking.com, since as seen from my other review, they have let me down, and did not protect female customer against hotel owner abuse. Now to make matters worse, they failed to protect customer information, allowing fraud and scams to be perpetrated on us customers. AVOID!!!!
I want to warn other travelers about my experience at Le Méridien Bodrum. I strongly advise others to be very careful before booking this hotel. Unauthorized charges were made to my credit card, and despite raising this with the hotel, no proper action was taken to resolve it. The lack of responsibility and follow-up is unacceptable. Based on my experience, I would not recommend booking here.
My account randomly got disabled after making nearly £900 worth of bookings through them. I have raised a ticket but this is absolutely disgraceful to treat well paying customers this way. Seeing all the negative reviews here do not surprise me. Please AVOID until they can get their act together.
Waiting for a flight refund which was promised in 10-15 days. It's now been 48 days. Booking.com have taken zero responsibility. The airline have taken zero responsibility. I'm financially out of pocket due to the interest on my credit card. It's a £3000 flight that I can't pay off as I had to book a different one. Absolutely no care for their customers. No one has even tried to help. No one has chased the refund on my behalf. Just left high and dry but both booking.com and Qatar Airlines, even though I'm a gold member with both due the amount I use them. The most frustrating thing is how much money these companies make, yet when it really matters they don't take care of their customers. It's actually disgusting the way I've been treated, and the way a lot of people have been treated who are probably in worse positions than me.
I booked Casa Colorista En El Casco Antiguo in Alicante as an anniversary surprise for my sister and her husband. What they walked into was a health hazard and a complete fraud. The apartment had visible mold covering walls and ceiling, a structurally collapsing ceiling with open holes, filth and dust everywhere, and a wardrobe full of the owner’s personal belongings. The Booking.com listing photos show none of this. When confronted, the owner Eduardo told us the mold is “authenticity.” I have the full WhatsApp conversation to prove it. We called Booking.com support — they hung up. The chat took 16+ hours to respond, only to say they would “check with the owner.” We were forced to find and pay for alternative accommodation ourselves for an anniversary trip. Booking.com endorses fraudulent listings, ignores guests in crisis, and protects dishonest hosts. I am now pursuing a full refund, filing complaints with consumer protection authorities, and disputing the charge with my bank. Do not trust this platform with important trips. They will leave you stranded.
employee working and the wait was about 40 minutes long. I was traveling with my wife, a 4-year-old, and a 1-year-old. After finally reaching the counter, Thrifty said the reservation was gone and refused to honor it or refund the money. I also made multiple attempts to contact Booking.com support that night, but nobody answered the phone while we were stranded at the airport with two small children. The whole experience honestly felt like a scam — prepaid reservation, no vehicle provided, no support, and no refund. We were forced to pay again for another rental car in the middle of the night. I strongly recommend people avoid booking rental cars through Booking.com based on this experience, especially families traveling with children.
There is a discrepancy where I was overcharged by about $500. I have been on the phone with customer service for over 1 hour and have spoken to 4 people, including 3 supervisors whom were in the same department and could not help. I am now being transferred to a 5th person. Wish me luck.
I have been trying to get an invoice to expense it. All I get is AI customer service. I follow the instructions and it does not work! It won't let me log in and the system is broken! 0/5 if I could give a rating. This is my first and last time using the service.
In the last 10 years I've not encountered such a horrible company to deal with for a refund for monies charged to my credit card that were not accurate. I provided every possible document to identify the faulty charge and all I got was a continual runaround from the folks at booking.com, who ALL showed just how inept all of them are in the customer service department. I'm finally giving up on the $100.48 charge and chalking it to a scam company who obviously has no intention of serving their clients. They could easily have called me and resolved this dispute but they have not, nor have they emailed me with any kind of explanation that even remotely relates to issue I have with their service. I DO NOT RECOMMEND USING BOOKING.COM EVER!!! Their customer service is absolutely abysmal.
I have been a long term user of booking.com I recently stayed at a property via booking.com in wadi rum Jordan. Property was called "Nadine Luxury camp and Bubbles" where the property owner fraudulently gave himself a 10/10 rating when my phone was in his hands for taking some pictures of me ostensibly. I think this dilutes the very essence of ratings and reviews on booking.com's platform. I have tried for nearly a week to get this sorted via their customer service but they come back with the same stock answer - click this and that and post your review. But the post review button is not visible strangely. This is my actual review that booking.com cs is not able to let me post. Why? : 1 star “Booked this property for a night and was poor experiences from word go. They have 5 bubbles on site and a very basic dining hall. The bubble number 2 that I was had an AC that was completely ineffective - the owner Ahmed said the AC does not cool because the bubbles are plastic!! Then say that on your property description. Second, the bathroom had only cold water and this matters as nights in the wadi rum are cold, the toilet douche did not work. The bed and duvet sheets were synthetic and not cotton which felt not very nice. When asked for drinking water Ahmed said ‘take it from the fridge’, not bothered to even send water upto the room. I specified that I am vegetarian YET the breakfast box in the morning had cold tinned meat pieces on it along with dry bread and butter and cheese cubes - that’s it, I gave it back - as this was not breakfast it was a poor joke. I was charged £40 each (£80) for a 2 hour sunset and a 1.5 hour sunrise dune tour. The pick up truck was ancient, the windows did not work, the pain work was rusted, the windscreen was covered in sand and the wipers did not work and the seating at the back was benches covered in dirty rugs. What was most shocking though was that they used my phone to take my photos and posted themselves a 10/10 review on booking cm which I have now complained to them to remove and rectify. All around awful experience- I think most of their high reviews are faked like mine was above! “ I emailed two senior booking.com executives on linked in to seek their help after failing with CS. One was Chief Business Officer at Booking.com and the other Global Talent Acquisition Leader @ Booking.com. Neither has bothered to look at the message. Will avoid this platform from now onwards.
Booking.com is rated 1.0 out of 5 from 48 verified customer reviews on ReviewTerminal — rated Bad. 0% of customers gave 4 or 5 stars.
Booking.com has an average rating of 1.0 out of 5 based on 48 customer reviews on ReviewTerminal.
Booking.com has 48 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 48 verified customer reviews, Booking.com holds an average rating of 1.0 out of 5 — rated Bad on ReviewTerminal.
