“Completely unacceptable experience – shame on both the hotel and Booking.com.
After an earthquake made it impossible to travel, I asked simply to change or cancel my stay. Neither the hotel nor Booking.com showed the slightest willingness to help. They hid behind fake policies and refused any flexibility, even though the refund amount was insignificant to them.
As a long-time, loyal customer with countless successful bookings, I expected support and understanding — instead, I was met with arrogance, indifference, and zero respect. The whole experience was exhausting and deeply disappointing.
Booking.com completely failed to protect a loyal customer’s rights and allowed the hotel’s unacceptable behavior to continue unchecked. Truly disgraceful service.”
“🚨 Warning about Booking.com!
I booked a property through Booking.com – never received check-in info, stood over 3.5 hours in 12°C, only to find out someone else was already in our room. 😡
Booking.com reimbursed the hotel price difference, but all additional costs (taxis, eating out, missed business dinner) are not covered, even though they resulted directly from their failure.
Not minor expenses:
eating out daily instead of cooking in the apartment
extra Ubers due to no night transport
I saved for this trip, and this should never happen.
📢 Book with platforms that take responsibility.
#BookingFail #Travel #TravelRights #ConsumerProtection #London”
“Worst experience ever. i booked a room for a concert and bookin never contacted them so they filled my room. they wanted me to pay another 150 for another room while waiting 12 days for the money to return for the last room. now i have to drive 5 hours to concert and 5 hours back right after.”
“I booked and paid for two rooms via Booking.com on Thursday, 9th October for a stay at The Hoxton Hotel, London on Saturday, 11th October. Each room cost £246, and the booking was made through one of their “partner” providers.
The following day, I called the hotel to arrange an early check-in, only to be told that no booking existed under my name. The hotel explained that partner bookings sometimes only appear on the day of arrival — but they were almost sold out, so I tried to cancel through Booking.com.
Booking.com refused to cancel and instead told me to contact the third-party provider, reportedly a company in China, but they wouldn’t share the company’s contact details. When I looked online, I found numerous reports from others experiencing the same issue — bookings made via Booking.com’s partners that never reached the hotel.
When I arrived in London, the hotel still had no record of my booking, so I had to pay for two new rooms at £284 each. Had the hotel been fully booked, I would have arrived with no accommodation at all. I’ve now spent around £1,000 for two rooms, when Booking.com failed to deliver the service I paid for.
I submitted a formal complaint to Booking.com yesterday, and they responded by asking me to call to resolve the issue. However, when you call and mention the words “complaint” or “refund,” they immediately cut the line. I’ve called twice — both times, the call was terminated mid-conversation.
This experience has been appalling from start to finish — no accountability, no transparency, and no customer service. I will not be using Booking.com again and would strongly advise others to avoid using partner bookings or the platform entirely.”
“As the owner of Zarafa House, I am deeply disappointed with the way Booking.com has handled my account in recent months. Twice, my property was closed without justification due to a supposedly unpaid invoice that was, in fact, paid on time. Despite providing proof of payment multiple times — including bank confirmations and even statements from Booking.com confirming receipt — the issue was never properly resolved, and my property was closed again.
These repeated closures have caused serious damage to my business reputation and financial losses, all because of internal errors at Booking.com.
Customer service has been especially disappointing — each time I contact them, I receive generic replies that do not address the actual issue. The agents seem unable or unwilling to properly investigate, and every case is passed from one department to another without any real solution. There is no accountability or effective support for partners, even when Booking.com is clearly at fault.
As a long-standing partner who has always paid invoices on time and maintained excellent guest satisfaction, I find this treatment unacceptable. Booking.com urgently needs to improve its internal coordination, accounting accuracy, and customer service for accommodation partners if it wishes to maintain our trust.”
“Booked a stylish room, in Acton via Booking.com
The room was nice and the bed super comfy.
But it was a death trap. The room in basement, the fire doors locked and windows locked. Book with caution. Will be contacting local fire authorities.”
“They have no platform for communication
And pass on to the property to manage the communication
Absolutely disappointed after years of using them for once I needed to talk to them and there was noway”
“Need to connect with a booking.com manager asap as I have reported my issues multiple times from day 1 and experience with the booking I made through booking com. I see you guys are not taking customers seriously as I have been trying to resolve my issues.
As you can see I booked a two bedroom two bathrooms with large balcony on 108 Keffer place.
Advertised clearly two bedrooms and two bathrooms
As you can see booking com organized taxi From the airport to 108 Keffer Place
Driver was there and was good and efficient.
I received a message from my booking com place stating that I should go to 188 Keffer place not 108
Keffer place.
Taxi driver then offered to take us to new place which is 188 Keffer place and not as per my original booking.
Here are the issues
Owner gave us a new address where I did not book which is 188 Keffer place after we landed in Vancouver.
188 Keffer place is nothing like what I booked which is 108 Keffer place.
I booked 108 Keffer place on booking com because:
Large balcony with a mountain view
2 bedroom and 2 full bathrooms
Air conditioning
Parking
What we got in 188 Keffer place:
We did not book 188 Keffer place
There was no two full bathrooms instead a tiny shower in between the bathroom on each side
Which is totally unacceptable. We are two couples and we couldn’t use the bathroom as we expected.
We ended up each waiting for to use the bathroom.
108 Keffer place has large balcony/Mountain View/furniture but 188 where they put us have tiny balcony with no furniture.
No Airconditioning. When emailed the answer I got was that 80% of the apts in Vancouver don’t have AC. Then why put in the site as Airconditioning?
Handheld shower holder was broken so we have hold it and take a shower.
No napkins or paper towels. Toilet roll is on the kitchen counter.
Charging over $650 per night is a rip off while it ruined our vacation.
I did call and reported the issue and change of property immediately after we checked in on August 14th after 10pm( flight delay). I asked booking com to get me what I booked or move us elsewhere however not helpful.
Subsequently I called booking com two more times to resolve the issue. Booking com told me that they are contacting the property owner and see what they will do before booking com do what is right. This is after our vacation ruined after paying over $2000 for 2 1/2 days.
I would like to get a full refund for the inconvenience and failing to provide what was booked originally. Called booking.com 8 times and each times they will say that they will come back to me however this morning a customer service lady told me that they cant help me and I can write to the property owner who I do not have any dealings as I was booked through booking com. Never will use booking com again. big scam and they only care about their commission.”
“I would like to leave 0Stars. My last two bookings with Booking.com have been cancelled last minute. One the day of the booking and the other was a week before. My most recent cancellation they have advised that I won't receive the £750 refund for 30 days. Once I receive my refund I will be deleting the app. Prior to this year I used Booking.com for all my accommodation bookings. I actually believe that there is something dodgy with this company.”
“I was a long term client of booking.com. But recently we had booked two different nights at the same hotel after we decided to extend our stay. I requested to combine the booking and both Booking and the hotel Hotel Klaus K in Helsinki told me I could. But they simply added a day to the fist booking and left that same date on the other booking, so double charging me and booking not only refused to correct this but refused to speak to me and under their messages continued to send out a generic response refusing to correct their mistake. In the past we had booked 15 to 20 bookings a year with them but loyalty to them is a one way street. They have the WORST CUSTOMER SERVICE of any company I have worked with in 50 years. Eric Davidson”
“My issue is with the booking.com reviews. I book thru this site maybe 200+ days a year and I leave thoughtful reviews ( and rely on others to do the same). But I have discovered that many of my reviews don't post though they say they are published on their app. I've been trying to contact booking.com " customer support" but no response...just crickets!”
“The Prince Resort located in South Carolina was a terrible disappointment to our family. The condo was dirty, carpet smelled like urine as well as the mattress. The kitchen was not equipped with utensils. The kitchen only had one tablespoon. Shameful...No dish cloth for washing the dishes. The elevators smelled of vomit 🤢. To be totally honest I will never book at the Prince Resort again and would never recommend this Resort to friends.”
“Worst customer support ever. They relay heavily on automated replies and expect you to accept it. They are always right and you are always wrong. There is just one word that described them, BULLIES. I rated them as one star because regretfully that is the lowest available option.”
“I wouldn't recommend Booking.com
A booking has been made in the same dates to two different cities. I was not aware of that. Once noticed, I canceled once of them with 7 days in advance before the arrival. They said it is no refundable. I felt no happy and decided to stop using Booking.com
On the website, they don't let you to cancel your account. A right that everyone should have. Booking.com does not let you to delete the account. They should seriously be investigated and reported.
It is dangerous really.
They are plenty of properties listed without being verified and are scams.
I called to customer service to cancel the account and was attended by a gentleman called Moaaz M. On 22nd of September 2025 at 10:40am. After explaining my situation and the wish of cancelling the account, he literally said. I will called you back. He never did it. He just ignored it.
He is seriously shameless and horrible, miserable. Everyone should be aware of their practices.
It would be good to share and spread the experience as much as we can so everyone is aware what is Booking.com and encourage people to try others alternatives like Trivago, Agoda, Airbnb... But no Booking.com
I am working as distributor and public relations and I would share my experience as much as I can.
I encourage to everyone to do the same”
“I’ve had two terrible experiences with Booking.com.
The first was when they recommended a hotel that turned out to be a horrible place to stay—seedy characters, prostitution, and worse. Someone even let themselves into my room in the middle of the night, and I had to flee the premises. No exaggeration. When I told Booking.com, they refused to remove the hotel from their listings and recommendations!
The second incident was more recent. While I no longer use them because of what happened before, my parents did book a trip through Booking.com. They booked what was clearly labelled as a hotel room in the main building, but when they arrived, they were given a tent!
When my Dad phoned Booking.com for help, he was put through to an employee called Mohammed on a Barcelona phone number. Mohammed was not only extremely unhelpful but also incredibly rude. He claimed that the booking had been made through a third party (something buried in the small print). However, there were absolutely no contact details for this supposed third party anywhere on the booking confirmation or paperwork. The only way to reach them would have been through Booking.com directly—yet Mohammed flatly refused to provide any details or assistance.
My Dad quite reasonably pointed out that he had booked through Booking.com, so they should be responsible. Instead of helping, Mohammed told him to “watch his language.” My Dad is a God-fearing man who has never sworn in his life—he was simply questioning their logic and asking to be helped! Another guest arrived at the hotel lobby during this time, facing the exact same issue with Booking.com.
As a result, my parents had to book a different hotel for their first night, meaning they lost money because of Booking.com’s mistake. The hotel kindly found them a room for the second night, but Booking.com has neither reimbursed my parents nor apologised for their disgusting customer service.”
“We booked a room from the road 30 min before arrival, and learned during check-in that the room had no bathroom. Hotel was happy to refund, but booking.com refused. Their customer service was polite but utterly useless. They claimed to be unable to contact their "partner" to execute a refund, and would not identify that "partner" or provide contact info so we could. From now on we will contact hotels directly.”
“I booked 4 flight tickets and 3 checked baggage allowances via Booking.com. Without any prior notice, Booking.com unilaterally cancelled the baggage but issued the tickets, leaving me unable to travel as planned.
Customer service was chaotic and unprofessional – I was repeatedly called by different agents, each asking me to explain the situation from the start. Instead of resolving the issue, they kept shifting the responsibility to the airline and even back to me, wasting hours of my time.
Despite my clear request to either fulfil the original booking (with baggage) or cancel with a full refund, Booking.com failed to provide any solution.
I have now escalated this to the UK Civil Aviation Authority (CAA) and my credit card provider under Section 75 of the Consumer Credit Act.
Booking.com must take responsibility. I strongly advise travellers to be cautious when booking through this platform.”
“I've spent 6 months trying to get a refund for a over charge from Booking.com. I've sent numerous emails and several phone calls with no solution or anyone willing to help. They only give you the run around. They can keep my $241, but I will trash them on every site I find and never do business with them again.”
