Booking.com Reviews 109,423

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

Pathetic experience.. booked a car from them haven’t send me the terms and conditions and after that don’t letting me cancel,normally i book it in London their it’s nothing like you should have at least two years old license…amend , change or do anything with the booking…same person be a manager when i ask to speak to manager, don’t let me speak to their manager, i said do you have a complaint department and they said we do ..and once i said i do need make a complaint the guy name Muhammad and the lady said you can’t make a complaint as well as i told him the legislation ( if trust piolt need a screenshots i have all of them with me ) filling a court case now

Booked a flight. Flight got cancelled by airline. Booking.com said (via chat) they would process the refund. One week later - de nada. No refund and no info. Contact their chat team again - “it’s being reviewed internally, please wait”. There’s plenty of other options for booking flights, accommodation and cars - and I’ll be avoiding booking.com from now on.

Why book using a middle agent who handles your money, but does nothing. If you have a complaint they wash their hands and pass you over to the hotel to sort out the problem. Our experience was it advertised a swimming pool? WiFi? Laundry which was very important traveling around Australia, and the resort provided none. The resort don’t respond and booking. Con do not follow up, we found it better to contact the hotels directly, you have NO protection by using a booking agent

Hosts of properties let me down. Left me waiting hours only to tell me they were abroad and property not available. I got my refund. But I spent hours in ages whilst waiting. I was offered a price difference by booking . Com which was great. I booked somewhere else but I didn’t realise it was a shared house. I let the owner know within 30 minutes and they wouldn’t refund me. Both times I called booking . com I was cut off. Half the beautiful sunny day where I had time off was spent sorting this out. Air b n b is better I. My opinion. Can’t believe I have to do the leg work for the refund and not the actual hosts. I could look for a third place to stay but I am done. I’ve been trying for over 5 hours now just to find somewhere.

Messy. I made a reservation on Booking. I paid and then received a message indicating that my reservation was cancelled due to unavailability at the property. I went back on their website, the property was still available and the price had gone up. This is no doubt a tactic on Booking’s part to incite customers to pay, then cancel and refund months later during which time the customers payments are invested elsewhere. Avoid Booking at all costs. Make the booking directly with the property. You may pay more but your money is safe. Booking is a full blown scam. And don’t even waste your time trying to reach service representatives. It’s another story and an utter waste of time.

My review is for Booking.com not about the B&B's , Hotel's or Motels. I have been fighting for a refund on a free cancelation booking for a couple of months. The booking was canceled months in advanced and met all cancelation requirements. Customer Service is non existant at Booking. I have future bookings for a trip that I scheduled coming up in May and I called all the Booking's and the Airline to be certain that I was not scammed.
I am still leary. I filed a complaint with the BBB ID # 24770082.
My Credit Card ( dispute # D953168170326) was denied by my credit card as Booking stated that I did not follow cancelation rules even though I have a dated email on 03/14/2026 from Booking stating that I would reveive my refund for this Booking in 7-12 days.
My credit card reopened the dispute on 04/17/2026. I phoned the hotel on 04/17/2026 and they verified that I followed all the rules for free cancelation and that Booking was responsible for the refund.
I have prepaid for ten Bookings for this emergency travel event and Booking has been a disappointment.
I will not use this service in the future, nor will I prepay for any Bookings on any travel site again.

I booked the skippers rest mill port due to the state of the property the owner contacted booking.com to offer a full refund of 120 pounds . Despite numerous calls to BDC I still have had no refund

I had a booking cancelled by Booking.com with only 5 hours’ notice the day before I was due to run the London Marathon for charity (Royal British Legion). No explanation was provided and no alternative accommodation was arranged.

When I contacted customer support, I was initially offered just £60 in travel credit despite the cheapest replacement accommodation costing £133 more than my original booking. I then spoke with a manager who promised to support me “every step of the way” but did not arrange accommodation, confirm reimbursement, or follow up as promised.

I was left stranded the night before the marathon and had no choice but to book alternative accommodation myself at increased cost due to last-minute availability. Although my original booking (£137) has been refunded, I am still £133 out of pocket and my follow-up email sent on 29 April requesting reimbursement remains unanswered.

This caused unnecessary stress immediately before a major charity event and the level of customer support was extremely disappointing.

I am still waiting for Booking.com to reimburse the additional costs I incurred.

This is more in relation to their partner gotogate I've used booking.com for hotels before and never had an issue. But what a negative experience.

The second leg of my flight to tokyo was cancelled I only found out that my flight had been cancelled by checking flight paths no contact was received from booking.com or their partners.

When spoken to the customer service they said an email was sent on the 17th of April however I had not received any email and it did not reflect this on the site.

They have given me an option to rebook another flight on the Monday which I agreed to so loosing 2 days but is what it is. This was at the start of the week we're on day 5 and still no update, I contact customer service and the simply don't care no empathy just sorry sir we're waiting on authorisation. Have a feeling going to lose all my money and they just don't care. Won't be using them again for anything.

i attempted to book a hotel on bookings.com. there was a system error on their end which resulted in them charging my credit card twice but no booking was made. a refund was made but there was a huge net credit card charge for me due to FX fees. becoming bad to worse.

Never rent a car through booking.com. We made the mistake of trusting that the rental companies they partner with are legitimate, and that if anything went wrong, booking.com would protect us as customers.

The opposite happened. We ended up caught in a complete scam and lost a significant amount of money. The rental company kept claiming they could not help because of booking.com’s policies, while booking.com pointed to the rental company’s policies. Instead of providing extra protection, booking through booking.com creates a situation where both sides can shift accountability onto each other, leaving you as the customer fully exposed to being taken advantage of.

We just arrived at check in and the motel had our booking number, but it was under a different name. The guy at the motel did some phoning around and it seems like Booking.com had taken our booking, but not passed it onto the motel, and then also given the booking to someone else. And every motel in town was booked out due to a basketball tournament. Lucky my ex- brother-in-law was good enough to offer his place so we could couch surf for the night. For the record, the motel was great about it and very apologetic. They phoned around and tried to find us accommodation at another motel in the area, but there was none. Luckily, the motel got a last minute cancellation as we were standing at the bar trying to sort this mess out, and gave it to us straight away.

I am usually an advocate of Booking.com and have used them for many years without issue (for accommodation). Booked my first flight with them, ended up cancelling due to Middle East Situation-still waiting for my refund (almost 6 weeks), app not updated, still letting me book seats!, and when I try to follow up I get passed to third party.

My flights got cancelled. They took a month to refund the first flight and not the second then said they would escalate to the selected team(I have been in contact with the airline and they have approved the refund request for both flights. And that was a month ago).

Terrible customer service because they won't give any information.

Useless!!!

Booking.com - SCAM
A few weeks ago, I had one of the worst experiences I’ve ever had as a customer with a global platform: Booking.com

On April 18th, we arrived in Venice at the accommodation we had booked… and it simply did not exist. It was a scam.

At that point, what you expect from a platform like Booking.com is clear:
immediate support, relocation, and a solution.

None of that happened.

Here’s what followed:
There is no live chat, making it extremely difficult to get help in real time
We tried contacting them multiple times and no ticket number was ever generated.

The first two times, we received automated emails asking for more information, but when we replied, the emails bounced back as “no-reply”.

When we finally got through, the response was:

→ “You need to make a new booking on your own”
→ “The refund will be processed later (7–21 days)”

In other words: figure it out yourself.

Booking.com
Did not resolve the situation in real time
Did not offer relocation
Did not provide immediate credit to rebook within the platform
Did not cover the price difference
Did not properly follow up on the case

When you need support the most, the platform simply didn’t respond.

Twice now I have booked a car on booking.com, twice now there has been hidden fees or deposits. Stay away from this website.

Showed up to hotel and the hotel said our reservation was not valid. Already got charged by booking.com a month ago, so there was no issue with the card. Called and talked to some bug eating non English speaker that was exactly zero help. Kept using canned responses telling me to contact the hotel, even though the hotel didn't charge my card, they did. This company is absolute scum. I'll NEVER use it again.