Booking.comReviews 

Just terrible I used them to book accomodation, the accomodation was not as described and we would not stay there but no refund from booking.com and really poor customer communication. They take your money but say the accomodation was booked with the accomodation provider so no chance of a refund. DO NOT USE use their website to find accomodation and book direct

Booking.com are a dishonest company. My partner booked an accommodation called CARLTON VILLAS in Wolverhampton. When he arrived it had been double booked. He rang the number on the booking details. The person who owns or manages the Villa told him it had been double booked and would find him something else. He never rang back. My partner was taking part in a competition over the weekend. On his arrival home he contacted Booking.com, which is not easily achieved to be told they would look into it. She also stated if the owners of the properties did not want to respond to them there was nothing could be done. Mmm REALLY???? Several days later he received a very short bog standard email saying there was nothing could be done because he did not cancel his booking. Hello, he turned up, you double booked and between you and CARLTON VILLAS robbed him of his money.

I booked a flight through Booking.com expecting a simple and reliable process, but I was redirected to a third-party agency (GoToGate), which made everything more complicated. Support was slow, unclear, and difficult to deal with, and any changes or issues required going through multiple layers instead of directly with Booking or the airline. If Booking.com uses external agencies like this, they should be far more transparent and ensure better accountability, as the experience felt misleading and frustrating

We booked a family open-jaw flight to Australia for 4 passengers through @booking.com for €9,625 and paid in full. Now, just weeks before departure, Booking.com’s official flight partner, @Gotogate (Etraveli Group), is attempting to unlawfully charge us an additional €2,600!Gotogate falsely claimed our flight was cancelled. However, we have written confirmation from both Emirates and Qantas stating that the flight is operating perfectly normally. There was only a minor arrival time change of a few minutes, which Gotogate simply failed to process in their system (Involuntary Reissue).Instead of fixing their own administrative error, Gotogate agents put us under massive psychological pressure on the phone with a 30-minute countdown link, demanding €2,600 for a reissue that under EU Passenger Rights Regulation (EC 261/2004) must be completely free of charge. A Gotogate agent has even explicitly admitted their mistake in a live chat ("Ja, our error").This is highly deceptive and fraudulent business practice. What makes it worse: Booking.com completely refuses to take responsibility for their chosen third-party provider. The Booking.com app immediately redirects us to Gotogate, leaving a family with children stranded and facing thousands of Euros in damages. Our entire vacation is in jeopardy.Booking.com, you are legally and morally responsible for the companies you partner with! Intervene with Gotogate immediately and ensure our free e-tickets are issued. Our aviation lawyer has already been instructed.

I booked accommodation for four days in Malta. The hotel was still a building site. The pictures did not reflect the actual reality, were inconsistent amongst each other, the listing was misleading. There was no rooftop bar as advertised, and the rooftop pool was still under construction. Booking.com just issued a generic message saying they could not reach an agreement with the hotel and did not offer a refund nor compensation, just a travel credit of below 20% of the booking value. Utterly disappointing, a real let down. I was a loyal customer and did almost all my bookings through this platform. I will shun it and would advise everyone to do the same.

They host fake hotel sites on their platform. Booking.com doesn’t do enough to remove these scams fast enough. I made a booking and went to a real hotel whose identity had been stolen by a scam. According to the receptionist the fake scam had been hosted on booking.com for 3 days and only just been removed affecting hundreds of people who have to pay vastly more money to find alternative accommodation at the last minute in London which is not easy in the peak of the tourist season and possibly impossible for some families. There were families with young children and babies stranded. Booking.com also doesn’t do enough to flag fake reviews. They can use AI more effectively to flag fake reviewers than substituting real people for customer services.

I booked a hotel but we were unable to make the flight due to a family illness. I requested a cancellation direct to the hotel and also via the app. I expected to pay the one day cancellation fee. I was then dealing with family issues. In the meantime booking.com said they would try to get a free cancellation which they said in the message was unlikely. Later I got a message saying no free cancellation and did I still want to cancel. I was involved in other things and didn’t see this message. As far as I’m concerned I cancelled I also messaged the hotel to cancel all before the full no cancellation date. So because I didn’t respond to the second message they didn’t do to cancellation I had requested. This is an obvious scam and it’s impossible to get customer services to deal with it. Will never use again. The value of this was circa £1500!!!

If I could rate it lower than 1 star I would.
Abysmal. Absolutely terrible service
Trying to get loyal customers on fine print

I booked a room through booking.com and the hotel never got the confirmation. They failed to inform me that the confirmation hasn’t gone through. I get to London and try to check in to find out the reservation does not exist. So I’m in London alone at 10pm trying to find another room

I call booking.com - there is over an hour of hold time. Finally at 11pm, I couldn’t wait and booked another room 3x price.

I call booking.com for a refund of the difference as I had to book another room through no fault of mine and they are refusing it because i booked it myself and not through them. I explained to them that i did call and was on hold for 1 hour, and had no choice

They are now refusing to refund me because of this. Pathetic.

Absolute worst experience EVER. They will lie to you and take your money so do everything you can not to book with them!

Booked a holiday home through Booking.com and the house was not as advertised and was filthy and I couldn't stay in the property. I contacted them on multiple occasions and only received an AI generated response. They refused a refund to my bank saying I never contacted them. They are a disgrace and I will never use them again.

ABSOLUTELY SHOCKING!!

I stayed in a Villa which was very dirty and not as described, after speaking with booking.com they advised they would give me €194 in travel credits and chase th property for a partial refund.
When I say I have spent more than 12 hours of my time on the phone to booking.com in the last week it is not an exaggeration.
After SEVERAL attempts and being told loads of different information I got my €162 refund from the property. Booking.com said they would need to remove my travel credits, I challenged this as it was "goodwill", they then agreed that I would keep the travel credits and the refund would be processed separately (which is how goodwill works).
I got the refund to my bank today and surprise, surprise, the travel credits have gone too.
I have an email in black and white where it says that the travel credits will remain untouched and this was verbally confirmed on the phone 2 days ago.
Currently on hold, again, to get this sorted.
I sadly have 2 more bookings with booking.com then I will NEVER use them again. Absolute cowboys that can't understand the most basic of information.

I am filing this complaint because of an extremely frustrating and unacceptable experience with Booking.com that left me and my children stranded for hours without the hotel room I had already paid for.

On June 30, 2026, at approximately 3:00 PM, I booked and paid $114 through Booking.com for a hotel room. My payment was processed successfully, but when I arrived at the property, the hotel informed me they had never received my reservation from Booking.com. Because the reservation was never transmitted, the hotel was unable to check me in.

From approximately 3:00 PM until after 10:30 PM, I repeatedly attempted to contact Booking.com to have the issue corrected. During that time, I experienced repeated call disconnections, dropped calls, excessive wait times, and an inability to reach anyone who could actually resolve the problem. I was effectively left without customer support while my family waited.

As a result of Booking.com's failure, my 5-year-old child, my 14-year-old child, and I spent the entire day sitting in our vehicle waiting for a resolution that never came. We were unable to check into our room, unable to shower, and forced to continue driving around and keeping the vehicle running while waiting for updates. I also had to spend money on gas that I otherwise would not have spent because of this situation.

This experience caused significant stress, financial hardship, and emotional distress for both me and my children. I relied on Booking.com to provide the accommodations I had already paid for, and the company failed to deliver the reservation while also failing to provide accessible customer service when the problem occurred.

I am requesting that Booking.com:

- Refund the full $114 I paid for the reservation.
- Reimburse me for the additional expenses I incurred because of this failure, including the unnecessary fuel costs.
- Review and improve its reservation transmission process and customer support so other families do not experience the same situation.

This was my first time using Booking.com, and based on this experience, I have no intention of using the service again.

Please, please, please do not use this service. I have used them multiple times and all was great when the rooms were good. This past time, when we checked in, there was vomit all over the bed, carpet, and night stand in the room. The hotel did not have another room to accommodate us. We had to go to another hotel and I have been trying for DAYS to get a refund and they are absolutely refusing. They have confirmed that the hotel sent the $back to them, but still reufse a refund. It is almost impossible to talk to a person. The people I have spoken to are in a call center in another country and were unbelievably rude, just nasty. I am BEYOND frustrated and just want my money back for the service that I didn't get to use. I never leave negative reviews and I am a kind and patient person, but I just can not believe this service. My mind is literally blown... I ahve never experienced such miserable customer service.

They only care about money and don’t give a second thought to customers.
Raising a complaint to trading standards

I was scammed phishing link. They have my card details. The hotel stated booking.com were made aware and didn't remove the hacked page!!! Refused compensation. Ive had to cancel my card. DO NOT BOOK THROUGH THEM ITS NOT SAFE!!!!! PLUS THEY WON'T COMPENSATE YOU!!!!

This is the worst experience I have ever had .
I booked 2 rooms for the wrong date in error. When I realized what happened I called and was told I would receive a refund , but the hotel was going to charge me $99.00 after calling the hotel I was told no fee existed. Two weeks later , no refund . After calling today I’m told this reservation was non refundable , but an exception could be made if a pay half the fee today , only to receive a full refund in one to two billing cycles from another source .
This whole cituation is hard to believe
Please have someone call me .
Joseph Tucciarone
5407615926

Horrible!!! NEVER USE THEM! I’m in a different country and had to return my rental car last will due to a problem. Europcar have emailed booking.com confirming this and they asked to process the refund. They’ve told me it will take time and they can’t tell me how long.
I’ve told booking.com I’m in a different country and the money is stuck so I need the refund asap and they told me where I eat and stay isn’t their problem until I get the refund. Very bad service from Mpaballe and Fatma

My air bnb reservation was canceled. Instead of helping me get another booking or making sure I was refunded the representatives could care less and proceed to tell me “borrow money from a relative”

What an absolutely disgusting experience. I turned up to the property, tried to call the property for directions on where to park and where the damn property is located (how should it be that hard to find), the guy was very rude and clearly unenthusiastic, called his manager and explained that they had double-booked my reservation so I had to book another hotel within an hour.

They promised a full refund but I did not recieve this and I tried to complain to booking.com customer services several times. All I can say is it's absolutely dreadful. You spend 30+ mins in a cue only for the line to cut out as soon as you start speaking, then the customer service advisers talk over you and interrupt you.

The staff from the property lied and said I did not turn up so booking.com customer services can't do anything about it even though I offered to provide evidence of the refund offer, evidence that I was at the property and evidence that I tried to contact the property several times.

How can a service such as booking.com list scammers like this list their properties on their website but then fail to enforce standards of customer satisfaction and customer service.

Absolutely dreadful and such a stressful experience. I strongly advise not booking through booking.com as they get commission from these scammers and don't care about customers.

Log in loop
We tried to look at our booking in our account, and it told us that we don't have permission to view the booking and we had to verify our email. We did that, and it sent us right back into the 'you do not have permission' page. It did this again and again and again.

We tried to add it as a new booking, and needed a confirmation number, which is apparently in the email confirmation. It isn't, as we only booked flights. nowhere on the website does it say that flight only bookings won't send you a confirmation code.

We called customer service, and they said they can only help with accommodation bookings, and said to contact the details in our email confirmation. There were no details in our confirmation email.

We then went to Vueling to try and look at our flights through them and it worked instantly. Nowhere on the booking.com website or comms did it say that that was possible, we just tried it on a whim. Single worst website I have ever used.