Booking.com Reviews 109,419

I booked a Turkish Airlines flight from Abu Dhabi to Bordeaux through Booking.com for this month (May 2026).
A (50+yr old) female travelling alone.

When Turkish Airlines wanted to cancel this flight due to the conflict in the Middle East, I wasn’t offered the option to change the flight, which should have been an easy next step for Booking.com.
I had to request this.

I asked for the outbound flight to be changed as it was no longer available.
There was NO discussion about the return leg (which had a 2 hour layover in Istanbul and was fine to stay as is) and was still available.

So the outbound was changed.

What Booking.com didn’t tell me is that they quietly changed the second leg of the inbound flight from Istanbul to Abu Dhabi. Although leaving at the same time from Bordeaux, my short 2 hour daytime layover in Istanbul became a 22 hour nightime layover.

When I noticed the change in the confirmation email they sent me I was horrified and contacted Booking.com to complain.
With no sign of remorse, Booking.com told me I had agreed to it when they sent me the new itinerary to review.
I refused to accept this on the grounds that no one discussed the return leg with me when I only agreed to the change of outbound flight.

After more than two hours on the phone I was eventually apologised to and told someone would contact me within 24 hours to rectify the issue.
That was three weeks ago and still nothing from them at all.

Extremely poor service.

BE CAREFUL WHEN USING BOOKING.COM.
CHECK EVERYTHING AS THEY DON’T INFORM YOU OF SOME CHANGES THEN WILL BLAME YOU FOR NOT NOTICING THEM.

CUSTOMER HAPPINESS IS CLEARLY
NOT ON THEIR LIST OF IMPORTANCE.

Terrible customer service time after time

While they were great in the pass, they are becoming the worst lately. They seems to either have a system glitch or do it on purpose that when you book a refundable booking to change it to a non refundable one by the time you get your confirmation email. They are not interested to help after that even if you file the issue 1 minute after receiving the confirmation email.

Trying to even find their support contact numbers is a puzzle on its own. Try that before you book with them. They have some very irritating support staff who are not interested in helping. I would avoid at all cost.

Tried to book a flight through booking.com but the confirmation never came through. Customer service is non existent. They have some ridiculously patronising AI voice on the end of a phone and there is absolutely no way of speaking to a human. So I have a flight half booked but not gone through, no way of cancelling and no way of completing the booking and no way of connecting anyone about it. I obviously had to book my flights some other way but now I have no idea whether this part booking will go through at some point and take £500 from me!! How dare they treat customers in such a poor way!

We are in Croatia at the moment renting a apartment. Last night my youngest daughter locked us out of the ONE key apartment. We contacted Booking.com for help, we may as well have contacted a Giraffe. They said we would have to get a locksmith, as the agency were not available. There was not Emergency contingency (Nothing) if it wasn't for a waiter asking if we were ok, we would have slept on the streets, as Booking.com stated we have nothing else in the Area. The waiter was phoning Everyone to help. He finally contacted the Maintenance Engineer, that drove 10 miles to help us. He had a master key, I can't thank these locals enough, my daughter has Epilepsy, and her Medication was in the room.

Arrived at the "cosy" bungalow with my family to find.

Unfinished building work
Holes in the wall and external door
Cobwebs
Stained and cracked paintwork
Broken glass and cigarette butts on the patio.

Stayed long enough to unpack the car, see all the issues, contact booking.com to ask for a full refund, look for somewhere else to stay, pack up and leave.

Booking.com are fine with these issues as I got refused a full refund and offered vouchers. Which I find entirely unacceptable.

Awful experience. I booked a hotel in South Padre Island TX and it was all false advertisement. A complete scam. Booking.com did not refund my money after sending them proof of this old hotel with no front desk personnel, no A/C, old building with old and stained furniture the list goes on. Booking.com is a scam. Do not use their services.

I made a reservation through Booking.com and was charged for it, but I never received a confirmation email.
I called customer service to resolve the issue. The agent told me they could not fix it on their end without a confirmation email, which I had not received. They asked me to send a screenshot, and explained that a different agent would then pick up the case and follow up with me.

When I asked why they couldn’t just handle it on the call themselves, they said it was because of how their system works — phone agents are not able to receive files from customers. A customer service system that does not allow reps to receive a file from the customer they are actively speaking with is a basic operational flaw, especially for a company whose entire product depends on email-based confirmations.
The agent then hung up before I had acknowledged the next steps or raised my remaining concerns.

The outcome is that I have been charged for a booking I cannot confirm, with no clear timeline for resolution and no single point of contact handling my case.

Dealing with Booking.com is like being in a psychiatric ward or insane asylum with customer support being handled by the inmates.
First I mistakenly booked a room for the 6-9 of June. Then I somehow got to speak to an agent and asked to extend my stay to the 5-9 of June. Well we can’t add a day we’ll have to cange the booking and make another for the new dates. Can’t you just make a new booking for the extra day, a completely separate booking? Well we suggest you pay the hotel directly for the extra day. Fine. Done. Then I get an email that the booking has been changed to the new dates June 5-9. Excellent. Two days later in the afternoon ‘your booking has been canceled’ Why? I did not cancel it. Then I find an email coming in the middle of the night saying that if I did not reply to this request for confirmation of my new booking it would be canceled. Impossible to get bv AI Katia to a
person without telling her what I wanted to speak to an agentcabout. She/it doesn’t understand complex answers and comes back with ‘is there anything else I can help you with? Finally I invent some answer and then she wants my confirmation number. Fine I find it in the cancelation email. I start the number and before I can finish it she/it says ‘seems like your number doesn’t match, it must be 10 or 12-22 numbers. By this time I am yelling be patient and let me finish’. Wasting my breath she interrupts again ‘your confirmation number must be 10 numbers or 12-22 numbers, over and over again. Finally she let me finish but then she wants a code. The email doesn’t have a code and my reservation has vanished from the Booking.com app. Not possibke to do anything further without the code. So finally the light dawns…I will have to get the confirmation number and code from a different reservation I have with Booking and lie to Katia giving her this other code. She is not so smart and I finally get an agent and explain my lie and he sends me an email that has both the confirmation number and the code. So now we can talk business. Sort of. ‘We can’t reverse a cancellation’ But I didn’t cancel and you have received $2500 in payment from my bank in two differnt payments. What was the second payment for ? ‘Oh that was forthe extra night’! But one of your inmates told me to pay the extra day to the hotel directly, not through Booking.com. Yes but the reservation was canceled and is non-refundable. So I will contact the hotel to see if they will reinstate the reservation but then you will have a double reservation for the 5th of June. Why can’t you just reinstate the original reservation from June 6-9 since another of your inmates told me to do it that way and pay the extra day directly to the hotel? Innate #4 completely bumfuzzled , babbling incoherently. ‘I’ve called the hotel but no answer (2am at the hotel ) so I’ve sent an email to the hotel and you should receive an answer within 24 hours. Meanwhile I’m left wondering where my money is and in which insane asylum Booking.com keeps its employees.

Be very careful of my booking.com. Their price guarantee is not true. If you have a dispute they will just tell you to contact the hotel who will tell you to contact booking.com…. It’s a weak brokerage without integrity.

Accommodation description was deceiving, we (family of 4) were expected to share a tiny (!) space with the 2 owners (that fact was not disclosed). We hoped for support from Booking.com, but they (in short) told us to sort it out directly with the owner. He became offensive and threatening. We had to drive home immediately (for 5h), as we had nowhere to stay. Booking did not help us to get a refund nor reacted in any way.

It was in relation to your booking of a car rental Which went wrong. I ended up not taking the car due to fees which were not written clearly and some of the fees were not written at all. It was just in the very cunning way. Booking.com have refused to help me even though I'm a loyal customer I will be taking my business elsewhere

The worst and least trustworthy platform for properties and accommodation! 3 weeks ago I made an excellent review about a villa (Beach Villa Blue) that I stayed for holiday in Corfu and the review was never uploaded on the app! The villa was beautiful and the only reviews that were uploaded were the bad and negative reviews which made harm to the villa's reputation! This strategy is malicious for owners who have displayed their properties on this unacceptable app and for guests who take into consideration the reviews and lose beautiful experiences in amazing properties that have low marking and bad reviews due to this malicious app! This was the last time that I made a booking through Booking.com! Also the customer service was tragic!

After four months, company still dealing with an escalated complaint now with their HQ - appalling customer service.

I will never use the Booking.com website or app. I was unable to make reservations change. Any time I try the app, it states that there is no room available for my chosen date. I called the Hotel and I was told that they do have rooms available. Booking.com doesn't have anyone to talk to or to chat with for any arising issue!!!! Terrible and well designed to scam people!!!

When I booking a flight with them the site didnt told me that I need a ETA to go to a country that I was flying to. cause of all this I ask them to rebook it just tell me they on the case and get to me shortly, I am still waiting.

I was robbed during my stay at a property booked through Booking.com (Gatsby Guest House - Zen 60, Rome). Someone entered my locked room on the 5th floor and stole my brand new sunglasses worth 290 EUR. We filed an official police report.
The host was completely unresponsive — refused to come in person, communicated only via slow, templated messages, and showed zero willingness to take responsibility. When we went to their office in person during working hours, nobody opened the door.
From day one the room was dirty, the shower didn't work, and our request for a room change was refused without any explanation.
Booking.com's response was equally disappointing. After days of waiting, they offered me 12.57 EUR in Travel Credits as compensation for a 290 EUR theft — less than 5% of my actual loss. I have sent multiple messages and reminders over several days with no meaningful reply. When I asked for help contacting my next property in Stockholm, they provided me with contact details belonging to a previous owner who no longer manages the hotel.
I have a police report, proof of purchase, and a full written record of every interaction. Booking.com collects commission on every booking but takes zero responsibility when something goes seriously wrong.
I would strongly caution anyone against relying on Booking.com's customer support in an emergency. You are completely on your own.

If I could score negatively I would. We drove three hrs with two kids, a dog and a full boot of food. To get there for it to be double booked. Then two hrs on the phone at the side of the road with no welfare services to be given approval to book the only other property available an hr away. To get half away to be told double booked. So that’s £2k for two nights they have of my money to be told oops we will refund free of charge in 12 days!! Absolute joke and no compassion for welfare of children and pets

Worst support ever. No wander airbnb took over

If I could give 0 stars I would. As a property owner on there and as a guest hands down the worst experiences all round.

And it’s not even the properties that are the issue.

Between wrong pricing. Random booking initiated cancellation and not sticking to their own terms and conditions Not to mention the 16 months it took fighting with them to get paid as a property for an entire season I couldn’t think of a worse company to do business with