Booking Com Reviews 28

We booked and paid £116.54 for an airport transfer through Booking.com (paid via card and Genius rewards credit).

Before arrival, we informed the driver that our flight time had changed. We provided the updated flight number and arrival time. The driver acknowledged our messages and responded “OK” and “No problem.”

When we landed at Heathrow Terminal 5, there was no driver.

I contacted him immediately asking if he was at the airport as we were at the arranged meeting place and he replied:

“No.”
“I’m home.”
“The company didn’t send me the job.”

The driver openly admitted he was at home and had not attended the booking.

However, the most concerning part is this:

The Booking.com app later marked the job as “Journey completed – Drop-off confirmed at 15:28.”

At 15:28 we were still in Madrid!!

The service had not taken place. No collection occurred. No journey occurred. Yet the system recorded the transfer as completed.

We provided the full chronological SMS exchange showing the driver accepted the updated details and then failed to attend. Booking.com rejected the complaint, relying on selective extracts of messages from the driver and suggested we claim via insurance.
This is not a travel disruption issue. This is a paid service that was not delivered, while the system simultaneously marked it as completed.

Extremely concerning handling of what should have been a straightforward refund for service not provided.

No problem with our booking service , taxi was there on arrival and no charge, perfect 👌

I booked a taxi through booking.com from Stockholm airport and a day before my trip they cancelled it, even though I had booked it months in advance. No explanation why. When I complained they said unfortunately this happens from time to time. My advice is do not use this service as it cannot be guaranteed. They offered me 10% off my next taxi trip. Let me think about that. NO

So - booked accomodation via Booking.com and was offered a discount on taxi transfers, so used the booking.com taxi service - booked about 6 weeks in advance. On the day of travel, I get an email saying - the car you have booked in not suitable ( 3 adults , 2 suitcases) but we cant upgrade you, please consider canceling and re-booking. Not helpful, but ok. Called help line and eventually sorted new bookings (myself) and was told the original booking was cancelled & I would get a refund. We get off the plane that night and have 2 drivers and 2 companies chasing us. No reply from booking.com number ( it was 11pm at night) Went with the 2nd booked driver and the other guys kept calling, even though I called the 2nd driver to apologise. So return trip - 2 cabs despatched to pick us up (!) Called booking.com and eventually got through - was told they would cancel one of the cabs and I would get a refund. THEN I get an email from booking.com saying they wont refund me cos I cancelled !!! The laugh of the whole thing is that the bigger car we booked turned up it was wee Prius... utter shambles, all caused by booking.com - very stressful, no refund

This is a scam company that among all other stuff they did awful took pictures of my children. Also they took my money without delivering what was arranged and I will press charges.

Booked holiday through booking.com and whilst they aren't at fault persay they are responsible for our holiday, we thought we were getting the presidential suite at PAOLINA PALAZZO HOTEL VALLETTA paid almost £3,000 for what turned out to be a bog standard room in Low season May supposedly for 4 adults, A suite is a bedroom with a separate living area, not one room with a tiny wardrobe barely for one person. had to live out of a suitcase, no shelving, drawers or any other storage! Very clever photography and AI to suggest that this hotel was luxury, as for where we ate breakfast, it was a basement with cheap plastic tables and chairs again cleverly photographed to look spacious.
Booking.com is acting on our behalf to obtain a partial refund.
Will update.

Taxi was to pick us up at airport. Unfortunately, the plane underwent a forced landing due to a passenger suffering a heart attack. Flight re-scheduled to land at destination the following day. Informed Booking.com of the completely unavoidable situation and asked for booking to be moved. Unhelpful and asked for new booking stating that they needed 24 hours notice (despite it being an unforeseen emergency).

I should like to bring to your attention what would appear to be a failing in duty of care on the part of Booking Com (BC).
Having arranged accommodation in Lisbon BC also booked a taxi to take me to the apartment, with a pick up at the airport on 5th February.
It was a complementary part of the deal.
On the evening of 4th February, I received a WhatsApp message referring to me as “sir”, to the pick up being the 4th not the 5th as arranged, and that he was taking us to “the hotel”, not the apartment.
These inconsistencies, coupled with the fact that I had told the company that the driver should hold a card with my name on it made me think that the message was not genuine.
The telephone number was also different from the one BC gave me.
Following BC's advice for all bookings:
“Avoid suspicious activity...”
I immediately contacted BC asking them to confirm that the message was genuine to allay my concerns.
I am a woman aged 77 and did not want to have hassle at the beginning of what was supposed to be a relaxing holiday.
BC merely told me in as many words to deal with it myself, offering a telephone number.
What was their comment “Our support is primarily focused on accommodation concerns...” supposed to mean?
If you agree with someone to paint your house, and they make a hash of it, are you supposed to accept “my main job is a plumber” as a valid reason for poor service?
When I rang the number there was a recorded message offering no help whatsoever.
I accept that the analogy of the house painting plumber is not particularly apt but I use it to underline the weakness of BC’s defence.
Failure in a duty of care does not always result in financial loss.
There was none in my case but it certainly caused me a lot of worry and uncertainty which could and should have been avoided.
The uncaring, cavalier attitude of BC just makes it worse.
I still did not know whether the arranged taxi would turn up as originally planned.
On the 5th I received the confirmation needed by text at 14.38 some 10 minutes before the plane landed.
Why did BC wait so long when it knew I was so concerned?
Why didn’t it simply confirm that the WhatsApp message from the driver a copy of which I forwarded to BC the evening before, was bona fide?
My complaint in writing to BC was dismissed orally.
I asked for written confirmation but have received nothing to date.
No money has been lost, but I am fed up with big players acting with impunity and getting away with it.

Bad service from the provider and irresponsible customer service from booking.com! Three passengers could only carry two luggages on the provided taxi even though our "extra" luggages could easily be put inside the taxi. The staff there and the driver just wanted to use any excuse to charge extra! Contacted customer service of booking.com., but the representative didn't explain what was happening and didn't care the service and quality of the taxi provider. Not recommend to use and believe this tricky free service from booking.com!!!

Bad service. Unsoly driver who cursed loudly throughout the ride. At a certain point in the run he left us in the middle of an intersection to go smoke a cigarette. I didn't even get the receipt for the ride either from Booking or from the taxi driver or from the taxi service, putting the money back on it. Not recommended

Do not use this service as clearly its a scam. The left my wife stranded at Porto airport late at night. They don't pick up phone when you try to find out where they are and don't respond to emails. Just get a taxi, its much easier.

I was at the airport of departure when the message came that the transfer was cancelled without explanation. Payment from the card was debited when ordering in advance and immediately upon cancellation by the contractor did not return. In other words, it created a situation where I have to incur unscheduled costs without receiving the service chosen and paid for.

I corresponded with a customer service person who suggested to apply for a taxi at the airport or make a new booking at a price 50+ euros more with no guarantee that I would still be met.

Now the booking status says "finalised" (as if the trip had taken place!). I am afraid that the money debited will never come back.

In the description of the service one of the advantages is "reliability". Well, I used the booking.com taxi service for the first time and for me "reliability" would be the replacement of the transfer by booking.com due to the late cancellation of the contractor (I could cancel the taxi for free only 24 hours in advance!), so as not to leave the client at night in complete obscurity with a dead phone. Offering to pay for a service that may also not be provided is not "reliable" and made the end of the holiday full of unnecessary worry and stress. Just what I wanted to avoid.

I will not use such a disgusting service again and would not recommend it to anyone.

I went through Booking,com to book a taxi from and to Prague Airport the taxi service is run through Pragtransfer which is not a very professional company. The driver was supposed to pick us up from T1 he went to T2 then tried to make out we were in the wrong terminal and that his time was nearly up many messages and phone calls later he turned up over half hour later, Also the time they gave me for pick up to the airport was too late for check-in am sure it was a time that suited them and they didnt check our flight time. I asked the day before for the taxi to pick us up couple hours earlier they chose not to i was informed that I should have checked the email for the time of pick up to make any changes. I am thinking that the service that they give this is something they should do or at least ask the customer for the flight time. Just be aware they give a very inefficient and shoddy service ...DO NOT USE

Waa booked in for week before by mistake hotel wanted to soer out booking were awful said it would cost double already paid people on phone put me on hold for over three hours could not speak english do not book with them hotel said always book direct they make it ao hard to sort things out and then juat a generic message

Warning this is a scam site!!!!!!!! They have people on the phone who don't know what they are talking about they take your money if you Lodge it for accomidation, do not use this site to pay for anything!!!!!!!!!!!!!!! Do not use it or you will have your money stolen from your account!!!!!!!!!

Too easy for them to provide an excuse to go after paying on line despite updates from the arrivals hall in Washington.
Just get a taxi instead. Plenty available.

Dont book Taxi from this company this is a scam them just taking your money no give you back when you call customer service, tell me will never help you and you look like you’re talking someone in India

Prebooked and paid £27 in advance for a taxi at Istanbul airport to take me to my hotel (which I’d also booked through booking.com). I went to Gate 8 as instructed and spent 30 minutes asking every waiting taxi company there but none were my driver - no one had my name. Booking.com are refusing to refund me, saying I should have tried phoning the driver. As a woman arriving alone in Istanbul, my enquiries at gate 8 raised a lot of attention and several male taxi drivers were trying to pressurise me into taking a lift with them. This was incredibly stressful so I simply joined the yellow cab queue right next to gate 8 and paid for a taxi to get me safely to my hotel. It was actually CHEAPER than the amount I paid to booking.com up front. So my advice would be not to fall for the enticing “15% off” offer for booking.com.taxis and instead simply get a cab when you arrive at the airport. This could save you considerable money and stress. I’m absolutely disgusted at the lack of service I received from a brand I thought I could trust.

Booked and paid for taxi from Split to airport for 07.30. Stood at waiting point from 07.20 until 07.50. Taxi did not turn up and nothing on the app re status of trip
Driver phoned us at 08.41 and said he had phone problems!!
Tried calling the carrier Anytime Travel and no answer ended up with a chat line on Booking.com
Just noticed status of trip saying it was completed at 10.02
Booking.com have advised that they have processed the refund and apologised but we will stick to Uber in future as more reliable
Very disappointed

We had booked a taxi to pick us up at Mumbai Airport on the 4th April and were told that the driver would meet us at the terminal exit with a sign with our name on it, We spent an hour trying to find the driver to no avail and eventually took a private taxi at considerable extra cost.
I complained to Booking.com and was told that the taxi driver was there and had provided proof that he was there with a photo of himself with sign at the exit.The photo was sent to me and I noticed that there were hardly any people around yet when we were at the exit it was heaving with people and numerous other drivers with name boards, but ours was certainly not there as we checked over and over again.
Booking.com taxi is basically calling me a liar and has ceased to respond to me. I will certainly not be using the taxi side of the business again although I have to say that the return journey went without a hitch.

13/4
Update.
Booking.com taxi have emailed me and have stated that after a further review they are going to give me a full refund. Happy that they have updated their position