Booking.com Reviews 119,962

They jacked up prices then when the price goes down and you ask for a price match after providing them with a link and a screenshot of the exact same room only 300 USD cheaper for the exact same dates as your booking, they refuse and tell you that it didn’t meet specifications without providing a real reason. I was shocked and appalled by this. I was a costumer that booked all my trips through booking but moving forward I will be looking and booking elsewhere. They chose to keep 300USD and lose a potentially lifelong costumer.

I book accommodation through Booking.com regularly - for myself and on behalf of several people in an assistant capacity. That volume means I see patterns most travellers won't, and over recent months the pattern is alarming: a sharp rise in scams and fraudulent behaviour, paired with a near-total inability on Booking.com's part to help when it matters.

The clearest example: Booking.com's own guidance tells you never to make payments outside the platform.

Yet after I'd booked a property for roughly €80, the property contacted me directly demanding €500 before they'd honour the stay. This is precisely the scam Booking.com warns about - and when it happened, the platform was useless. No one got back to me in any meaningful timeframe. Booking.com told me they were unable to contact the property themselves. And they refused to help find alternative accommodation, despite the fact that we were arriving late, travelling between cities, and it was past midnight with nowhere confirmed to stay.

So the company that instructs you not to pay outside the platform offered no protection, no resolution, and no fallback when a property tried to do exactly that. The policy exists on paper; the support behind it does not.

If I could give Zero i would . Its been 4 months of me chasing booking.com for a query on booking cancelation, that too from 'their' side. Spent close $100, on international calls, trying to speak to agents. All agents provide different info. Promises if call back, no one does. Floor supervisors on the cash center is somehow always busy and do not revert back. Staff have lack of info and really bad attitudes. Unhelpful and rude. It's abt to be 4 months and I don't know when i will see my refund. They send you around in circles to deal with tge airline when infact ur dealing with aggregator else u would have directly booked with the airlines, which is what I would advice u to do. Or use any other medium MAKE MY TRIP are at very responsive. Never using it recommending this platform anyone again. Professionalism and honesty : ZERO/10.

We rented a room at Springfield gardens - Celtic park - Glasgow . This establishment should not even be allowed to charge people to stay there. The place is filthy - unorganized and unsafe as our room Did not even have a lock on it. We gave a horrible review and the only thing booking.com posted was that we gave them a 1 which means bad.

If I could give them a 0 I would

Booking.com and Gotogate are extremely unprofessional and unreliable in regards to managing flights. Their system cancelled and rebooked flights at different times then restored the original flight all to get in contact with the airline to find out that the flight was cancelled by the agent (booking.com & gotogate). In trying to resolve this issue, their customer service was extremely unhelpful, unresponsive, and a huge waste of time. I connected with 4 agents none of which gave any resolution to the issue. All promised they escalated the issue and it’s a high priority but with my flight being the next day and going into the day of my flight they were clearly disinterested in actually supporting the service that was fully paid for.
All in all, i wouldn’t play around with your money and not get the service you paid for, this is not worth the “savings” there are other cheaper more reliable services and always if you can go through airlines directly.
Truly this couldn’t have made me more sour to any travel experience I’ve ever had and while navigating a new country and area.
Don’t book with them…. Ever

Booking.com are full on scammers. We bought seats for a flight, few days before the flight they change our flight date. I asked for the reason, as our original flight was still operating and had available seats. They said, they sold too many for that specific flight and they are allowed to rebook you to whatever day they want.

Absolutely appauling customer service - do not believe the prices quotes for excursions - they are 'subbed out' to providers who can then charge what they want for any 'extras'. I booked an abseil in Turkey for my two young lads and was threatened with the police if we didn't pay the higher price for extras - it was double the price on my order form. Booking.com customer service didn't want to know, sided with the activity provider (of course). Very scary experience and I will never use Booking.com again.

They changed the meal plan of my reservation without letting me know and I just found out when I checked in at the hotel. I needed to pay much extra for the breakfast that I’ve already paid when I made the reservation on booking.com. Wrote to customer service and didn’t get reply. Really disappointing. Las time using this app.

They usually say "You pay nothing until check-in" or something like it when you're choosing a hotel. But that's a lie. A hotel gets your card datails from the very beginning and can charge you at any time. That's what happened with me. And Booking's help center can't (well, actually don't want to) help you at all. That's the problem with this service. It's dishonest.

WARNING! Everything is fine with the process of booking and payment. As soon as something is not right or one part gets cancelled its impossible to get the right answers. We had a cancelled flight at Booking/Gotogate is just rescheduling the refund over and over again.

WARNING!

ALWAYS BOOK DIRECT WITH THE HOTEL OR BnB OWNER. Booking.com take a commission that is added onto your nightly stay. To save on your stay call the owner and ask for a discount, they will always give a discount. We never use Booking.com after we found this out.

I am extremely disappointed with both the handling of my booking and the customer service I received from Booking.com.

Upon arriving at the apartment I had booked and already paid for, the property refused to honor the reservation. They demanded additional money that was not part of the original booking agreement and would not allow us to enter the apartment. Eventually, the booking was canceled, and we were told to contact Booking.com regarding a refund.

Since then, I have contacted Booking.com multiple times. While some agents appeared willing to help, no real solution has been provided. I was repeatedly told that the matter would be escalated or that the property would be contacted, but nothing meaningful has happened. The most frustrating experience was with an agent named Monyen, who showed little interest in resolving the issue and simply stated that Booking.com could do nothing without confirmation from the property.

What makes this situation even more concerning is that the property had already admitted responsibility. To avoid further conflict, we called the police. In the presence of the police, the property agreed that we would leave the apartment and that a full refund would be issued. Despite this agreement, we have still not received our money back.

As a customer, I expected Booking.com to protect travelers from situations like this. Instead, I feel abandoned and left to deal with the consequences alone. It appears that Booking.com is relying entirely on the property’s cooperation, even when there is clear evidence that the property failed to honor the reservation.

This experience has caused significant stress, inconvenience, and financial loss. I hope Booking.com takes greater responsibility in cases where customers are clearly treated unfairly and works more actively to ensure refunds are processed when accommodation providers fail to meet their obligations.

I am so sick of booking dot com. 2x we have booked a place directly with Booking dot com in NYC, and BOTH times the place was a scam. The worst part Booking dot com DOESN'T GIVE A CRAP when you have problems arise! You have to fight tooth and nail for them to help. They say "talk to the property". The property says "talk to booking dot com". Then, somehow we always get the same AH in India.

This time, we arrived to a hotel (Hotel 32 32 in NYC) with BED BUGS, PISS STAINED SHEETS, POOP UNDER THE MATTRESS ON THE SOFA BED, NO AC. And according to Booking dot com, it was a 4 STAR BOUTIQUE HOTEL!! It was trash, and vile. We had to book another place using a loan, because Booking dot com made our lives absolutely miserable trying to get a refund.

They tried to give us only $260 back. After fighting with Booking dot com, messaging a VP for the company (along with many a couple of other people in the Chain of Command), did we finally receive a Full refund.

I can't believe how hard we had to fight to receive a refund.

I can't believe they allow that vile trash on their site, and it's listed as a "4 star boutique hotel".

It was over $500/night too!!

I am so done with booking dot com.

I booked a hotel in Alaska though booking.com for part of my dream holiday (I live in Australia). 7 days out I had confirmation from Booking.com that the hotel was confirmed ready for my holiday. When my wife and I (and a massive pile of bags) was dropped at the hotel, we found it had been boarded up and had been abandoned. We went to the visitor centre and they told us it had closed 6 months earlier - wow. I then spent the next 4 hours trying to get Booking.com to stop the payment, but I had to wait for them to get confirmation from the hotel - that didn't exist! I eventually found another hotel that was far more expensive. Booking,com said they would pay 60US for compensation, but they refuse to pay it as the hotel invoice has not specified the currency on the invoice. They keep coming up with difference excuses and we are going around in circles. This whole farcical has been a nightmare, and booking.com has been absolutely horrific to deal with. I will never use them again.

They do not vet hotels on there site allowing false advertising , the hotel in question has said they will refund, no response from booking.com and NO REFUND IN SIGHT, they can however bombard me with spam emails to book again!!

I think the review system is floored. I just finished booking my next trip and the review system popped up on my screen. As I was still typing I accidentally hit the 1 star button and it didn’t allow me to change it!? I wonder how many other people this happens to?
I book with bookings.com regularly and have had nothing but good experiences with booking, cancellations, changes and even refunds.

I was left stranded at Columbo airport for two days they did nothing to help. In the end I had to arrange everything after two days of solving the issue they sent me an email sataing "we are glad we resolved your issue''

Do not use this company

I booked through Booking.com because I trusted their brand, but when a flight schedule change occurred, I discovered the booking was actually being handled by Gotogate.

The issue arose more than a month before my departure, yet after weeks of follow-ups, it still wasn't resolved until only about a week before my flight. Throughout the process, different agents provided conflicting information, including "flight cancelled," "refund only," and later "alternative flights available." Several responses appeared to ignore information I had already provided, and I often had to chase updates myself.

The schedule change itself was not the problem. The poor communication, slow response times, and inconsistent support were. In the end, I was left scrambling to make alternative arrangements despite having reported the issue more than a month in advance. This experience has significantly reduced my confidence in both Booking.com and Gotogate for flight bookings.

Both properties we booked through them for our road trip were atrocious. Everything from smells, to broken glass, to wild love wires, rat droppings and mold. When I have them reviews of the individual properties we stayed at they rejected our reviews saying our reviews "included things that don't relate to our stay". Idk how rat droppings in mold smelling rooms is something that doesn't have to do with the services of our stay. I have appealed but collectively with both stays that's over 550$ that they have refused to refund. They won't consider a refund due to their AI response to very serious health concerns. Our second stay should be shut down by the health dept.

Booking.com work with Priceline on the back end. It was the worst experience anyone could ever have. They take the reservations and your money just fine. However, the minute you need help with the reservations, you are switched to a team in foreign where they have a thicker accent so hard to comprehend their English and the information they are sharing. Then they can help you cancel or change the reservation. They have no problems taking though.

If I could assign negative stars to Booking.com, I would do that. Stay away from booking.com and priceline.com all together if you want to avoid the headache of getting your money back.