“If you try to contact Booking.com for anything other than an active booking(e.g. your Booking.com account) you quickly descend into the world of circular links of doom. There's no way to get to talk to a human.
Trust me, this is by design (however short-sighted that might be). Booking.com do not want to talk to you, just take your money!”
“I made a reservation using booking.com with a one-time date change option. But when I asked the hotel to change my dates they declined my reques claiming I didn't have the option. booking.com didn't solve the problem. In the end I paid 500 CHF for a service I didn't receive.”
“The way reviews are given on booking.com does not reflect the reality. They have a weird review system, by reading a review I understand nothing. For example a 5 for cleaning with the comment "exceptionally clean location" does not make any sense. Another example: a 1 for : " in this location is not possible to smoke even on your own balcony" but in the location description is mention very clear that is a non smoking location. Useless review for me as a non smoker and give me false information for a location which maybe for me is exceptional. I am wondering if booking.com know what they are doing or just running bussines due to inertia. Shame on you!”
“Avoid this agency at all costs. We tried to make a simple change to our booking and they overcharged us, then left us to deal directly with the hotel for five months, despite calling them week after week.
The hotel that was sold to us as all-inclusive was a complete disaster. We had bedbugs, and the whole experience was stressful and unpleasant.
I attempted to leave an honest review afterwards, yet Booking.com didn’t publish it. They keep inventing story and still review is not published.
Absolutely incompetent staff and poor management from start to finish. Would never use them again.”
“I booked multiple rooms through Booking.com and the hotel conditions were disgusting and unsafe.
There were cockroaches, ripped sheets, exposed electrical wires, and air conditioning that blasted hot air all night. It was impossible to sleep and I became unwell because of the heat and lack of ventilation.
When I contacted the hotel, the staff were rude and unprofessional. So I contacted Booking.com, expecting help. Instead, their customer service was just as bad.
I spoke to several advisers who did nothing, ignored evidence, and tried to close the case quickly.
Their manager, Juan Carlos, wouldn’t even speak to me. I was told he was “too busy” to take the complaint – unbelievable.
Booking.com loves to advertise “customer protection”, but when something genuinely goes wrong, they disappear.
No support.
No investigation.
No solution.
I will never use Booking.com again and I will be taking this further with Trading Standards UK, European ODR, and consumer protection authorities. Customers deserve better.”
“Trying to change my flights back one day. Have called five times and get the same story that the internal team will make the changes. No recourse. Would rate 0 if I could.”
“I'm a frequent traveller. The hotel I stayed at fully refunded Booking.com regarding my reservation. The hotel manager emailed me about the refund. I called / emailed Booking.com many many times. I CAN'T get my money back. They are abusing their power.”
“Bookings.com told me, after I booked a reservation, I had to pay $199 more to keep my reservation OR pay $225 to cancel my reservation, even though I paid $26 extra so that I could get %100 back... all of which took place within 30 minutes of making my reservation. THIEVES”
“I canceled the Booking.com ticket from London to Vienna, which had been outstanding for 3 weeks, and for which I unfortunately received no refund. I reached out to Austrian Airlines, and I was informed that the agency does not file cancellations, so your ticket remains available. I reached out to Booking.com customer service, and I was told we haven't heard back from Austrian Airlines yet. I was told the refund would take 10 to 15 days, but it has now gone up to 3 weeks. I am looking for an alternative, such as a lawyer or a representative from a congressman’s office. I have conducted some research, and Booking.com cooperates with the GO-TO-Gate agency for purchasing customer tickets. Additionally, Booking.com owns the Kayak website, a popular travel engine, and another one is Priceline.com. The company is located in OH. I will never use an agency for purchasing a ticket. My advice is to go directly to the Airline website.”
“Booking.com is a scam. No customer service. You cannot rebook your stay. I have been calling the property and the property said they haven't received any request from booking.com for change of dates.”
“Booking.com cancelled my reservation and a month later i am still waiting for my refund all they have done is give me the run around excuse after excuse, calls cut off customer service totally useless stay away do not give them your money they will not give you it back if they cancel your booking be warned.”
“They are giving more and more accommodation platforms to advertising that are unreliable and don't even deserve to be visible. And if you have a problem with the accommodation, it won't help! They just run a template text generated by a robot.”
“I will never book through this website. Paid for insurance through the website. Emergency comes up. I request a full refund. Property never replies. 1 agent tells me a full refund will be submitted if property doesn’t respond within 48 hours. I call within 48 hours. Next agent tells me no response from the property is a response that they declined. I still haven’t heard from the hotel Trumpbell in Detroit. Now I’m out $600 bucks even though I paid for insurance just in case of an emergency and an emergency happened. I will never book with booking.com nor will I book with Trumpbell and I frequent Detroit often.”
“The Tamworth Arms is fantastic we stayed one night and the room was spotless with everything we needed we ate in the bar at night and the food was of a very high standard, served in a very friendly manner. The bar staff are all ver pleasant only wish we lived closer to visit more of often. WELL.DONE KEEP DOING EHSTBYOUR ARE DOING”
“I had booked an apartment in booking.com last time for stay in Puri, though the room had confirmed booking on arrival at hotel I was told booking is not confirmed”
“I will never book a flight through Booking.com again. It was my mistake to enter my name incorrectly due to a typo, but it has been months and Booking.com still hasn’t resolved the issue. I even paid the required fee for the name correction, yet nothing has been done. I contacted the airline directly, and they confirmed that they had already received the name-change request from Booking.com and approved it. However, Booking.com never completed the change on their end, and the airline informed me that the request has since expired. They also mentioned that Booking.com simply needs to submit the request again—but despite several weeks passing, nothing has happened. Every time I contact customer service, they continue to blame the airline and promise that the change will be processed within 48–72 hours, yet nothing ever changes. On my most recent call, the representative repeated the same excuse and told me he didn’t understand why I couldn’t just wait longer. When I asked to speak with a manager, I was told that no manager was available and that someone would call me back.
Even though my flight isn’t until the end of January next year, I just don’t want to keep worrying about it anymore. This has truly been the worst customer service experience I’ve ever had.”
“A recent visit to Japan found Booking . Com customer service, the opposite to customer service, left me in dangerous situation, try contacting hotels directly. Will avoid booking.com in future.”
“Booking.com has poor customer service and does not have any accountability if you are scammed from one of the reservations from the App. They do not even remove the questionable accomodation. Never again. It has been almost 4 months, with no refund.”
