Booking.com

Be very careful when relying on Booking.com to resolve payment disputes.I was charged by the property and then asked to pay again upon arrival. When I reported the issue, Booking.com initially promised to refund 376 MYR and requested supporting documents.I provided the hotel's invoice, which clearly included the invoice number, booking details,… Read more

company information, contact details, and payment amount. I also provided WhatsApp conversations where the host confirmed that I had fully paid. Instead of contacting the property directly to verify the information, Booking.com repeatedly asked me for additional documents. When I explained that the invoice was issued by the property in their standard format and contained all relevant details, communication suddenly stopped. After mentioning that I may dispute the charge through my bank, the only response I received was an instruction to call an overseas UK phone number from Australia. When I called, the representatives were unable to assist and simply repeated scripted responses. The most disappointing part was not the financial issue itself, but the complete lack of ownership and problem-solving. As a Genius member, I expected Booking.com to investigate the matter properly and communicate with the property directly. Instead, I was left to resolve everything myself. This has been one of the most frustrating customer service experiences I have had with a travel platform.

Honestly, I will never use Booking.com again. They are impossible to reach when you actually need help — no phone number, no real person to talk to, nothing. When things go wrong, you’re completely left on your own. I missed my Virgin Atlantic flight because of an oversight with the dates, and instead of showing any empathy or support,… Read more

Booking.com did absolutely nothing. I had to rebook new flights myself with Jetstar.

Their website clearly said we could bring two bags up to 7 kg each, but in tiny fine print at the bottom, it says “check with the airline.” Of course, not everyone notices that, especially when you’re already stressed and trying to fix travel plans. When we got to the Jetstar counter, we were told the two bags had to combine to 7 kg total — not 7 kg each. Because of that, we were forced to pay an extra $55 at the airport.

It’s just misleading information and zero customer support. When you travel, you need a company you can rely on, and Booking.com is definitely not one of them.

Do not book flights. No responsibility taken by Gotogate, the agent for Booking.com You will get nowhere with refunds or cancellations Show details

I booked 6 nights in a Denia, Spain apartment and while there was a Google map showing the port of Denia, there was no address other than 03700 Denia, Spain. I showed the taxi driver the map and he took us to the maritime museum on Esplanada Cervantes saying it's here and promptly left. My wife and I are in our 80s and we were tired after the 7… Read more

hrs bus ride from Madrid. We spent 4 hrs searching the area with the help of port security, shopkeepers and two police. We all failed. I asked the police if we could sleep in the police station as we had nowhere to go and there were no taxis to take us to alternative accomodation. After I had notified the apartment that we had not received a reply from them giving us a clear address, we had no option but to look an alternative. One police officer telephoned the Zurich number!! and got an English speaking voice. He handed the phone to me and the screaming voice asked why we had not gone to the office to pick up a key. I pointed out that I had not been informed about this until now. Why didn't Booking.com make sure the instructions were explicit?? I told them voice we wanted a full refund and also informed Booking.com. it's now over 24 hrs and I have had no response, so much for customer care. I shall boycott Booking.com for this and for the fact that they are breaking international law by advertising properties in the Occupied Palestinian Territories.

Worse service ever , not helpful, they do not care about customers, no email to put any complaints or uploads any photos or videos ,DI NOT book with them at all if there is less than one star I will give it to them. This room ruined my holiday and is still ruining my life after! I am not sure how many times I can be scammed by the same merchant. … Read more

This room ( Liverpool brand new 2 Bedroom APT view & parking) was advertised as brand new, but it is anything but that… stains on the beds, on the couches, on the pillows, on everything. Constant loud noise from the AC, smallest amount of wind and the room feels like it’s about to be blown off!

The beds, I could not sleep! After a 10–12 hour trip, I was so tired but I could barely even sleep. The bed given wasn’t a bed… it was just a thin mattress on a metal frame that killed my back.

I paid over $2,000 for a 1-star room! No service, no nothing, with a barely liveable room that I am certain wouldn’t pass inspection!!!

When I contacted the merchant, they were initially responding so fast. As soon as they knew I was displeased with this room, they started to not reply to me. I told them I would leave the room the next morning, which I did, and booked a hotel with a similar price but a much better experience — a place that actually has service, clean beds, and rooms.

I informed them I would like a refund for the remaining nights and I am happy to pay for the only night I stayed in. They said they would contact me the following afternoon; it took them days to get back to me!

They asked for photo evidence. I sent it to them via email, which they claimed they couldn’t open, so they asked for it via their number, which I sent to them — but they said this isn’t their number and told me to send it to a different number, despite this number being provided by them.

Still, they claimed the photos and videos weren’t received by them. I was trying to call them, but it wouldn’t ring, so I tried the other number. When I called, they said to call someone else they gave me a different number, and said it belongs to the the lady who has been managing my inquiry, and it was the lady who I have been texting on booking.com.

I called the number, and the lady claimed she didn’t know what was going on, claimed she had no idea about the messages and that she wasn’t the person that I was speaking to via messages! She had no idea of what was going on apparently…

All in all, there were 5 different numbers given, and all of them stopped answering my calls — but when I dialed their number from a different phone, they answered!

They even apologised for the issues with the room and offered only a $200 refund, but shortly after, they claimed I had not returned the keys in the lockbox and the lockbox was missing! Accusing me of stealing this — despite me having evidence of returning the key in the lockbox and not stealing anything!

They even claimed that they are going to charge me for this.

They lied about the room they advertised, they lied about the key and lockbox — this ruined my holiday and till today I am dealing with these devious people!

I am under suspicion that these people are operating from China, as their number on Booking.com is a Chinese number, and their English is very poor.

These are not even serviced apartments or hotel rooms — these are rooms that people live in via purchase or rent, which makes me wonder if what they are doing is even legal.

Please stay away from them and stay away from Booking.com. When I tried to raise this up with Booking.com, they claimed they couldn’t do anything!

Decieving!!! Do not book through this site – Disgustingly filthy 41/138 high street south port, 4215. The Host is rude does not care, and is texting a family of 7 to look at another accommodation at 8:45 pm with no sense of responsibility to call or discuss our full refund, we feel cheated with young kids the pictures were decieving, such kind of ppl should be blacklisted there is probably a very good reason they don't exist on Air BNB. We trusted your sites and feel absolutely cheated. Show details

false advertise price match. Have reported booking.com to the consumer watch dog for falsely advertising price matching. read the response i just got from booking.com !!! fyi - trip.com has much better pricing with better cancellation policies Show details

I am an executive Genius member, and Booking.com’s customer service is an absolute nightmare. They allowed a scam on their platform, forced me into a hazardous relocation, and are now withholding my money. Here is the exact timeline of their incompetence: The Easter Sunday Nightmare: I spent the entire Easter Day on the phone, practically begging… Read more

customer support for the €100 relocation refund they owed me. I explicitly told them I was traveling with 4 other companions and we needed to split the costs. Forcing this refund into the "Booking Wallet" as platform credits is an insult—how am I supposed to split corporate virtual tokens with 4 different people? A real monetary refund was clearly implied and legally required.

The €34.31 Bait-and-Switch: Less than 24 hours before my final payment, the price suddenly jumped by €34.31 due to a "system error." I contacted support immediately, stating that if this increase persisted, I would use my free cancellation right. Their agents explicitly reassured me and promised a refund if I proceeded. Now? Those €34.31 are nowhere to be seen—not even as pending—and they are trying to deny it.

Almost Zero Protection in a Hazardous Allotment: The relocation apartment Booking provided was disgusting and dangerous. There was no hot water, thick dust everywhere, leftover trash from previous guests, and literal metal spikes sticking out of the sofa. Booking provided almost zero protection or assistance while we were stranded there: an insignificant 10% (that €47.27) that I can't spend if not on their platform (Why would I use booking.com after this experience?).

The Current Fraud: It took them two full weeks of non-stop complaints just to drop €147 (€100 + €47.17) into my Wallet, which is now trapped there because they refuse to activate the cash-out option. To top it all off, their chat support has completely ghosted me for 12 days straight. Absolute radio silence. Booking.com is a multi-billion dollar company holding €181.48 hostage from a customer they deeply wronged. I had to file to the European Consumer Centre (ECC-Net) and spend another who-kowns weeks if not months of strees for this matter and I think this is unexpectable.

Urine, Blood, Electric Shock & 4 Room Changes — Booking.com Completely Let Us Down We booked an 11-night stay at Ramayana Suites & Resort through Booking.com expecting a relaxing 5-star family holiday, but the experience became one issue after another — and what disappointed us most was how poorly Booking.com handled the situation afterward. … Read more

During our stay we were forced to change rooms four separate times due to serious issues including excessive noise, a leaking roof where my child slipped and hit his head, and most disturbingly, a room containing urine in the bed along with visible blood throughout the room.

My family had already laid in the bed before realising it was soaked with urine. It was absolutely disgusting and incredibly distressing. No guest should ever experience something like this in accommodation advertised as 5-star.

To make matters even worse, my partner received an electric shock from an exposed wire inside the top cupboard of one of the rooms — a major safety hazard that should never exist in a hotel.

Another frustrating part was that the hotel’s online photos heavily advertise the newer renovated side of the resort, yet we were initially placed in the much older section which felt nowhere near 5-star standard.

Although the hotel eventually upgraded us for the final few nights, the damage to the holiday had already been done. Constantly packing, unpacking, and moving rooms with a family completely ruined the experience.

What disappointed me most was Booking.com’s response after we escalated everything with evidence and photos. Despite the seriousness of the hygiene and safety issues, the final compensation offered was only around $180 in travel credit for an $1800 stay.

For a company as large as Booking.com, I expected far better customer support and accountability. Based on this experience, I would be extremely hesitant to rely on Booking.com again when booking higher-end accommodation.

I had a very disappointing experience with both the property and the handling of the issue through Booking.com. Propery: Luxe Earth Sanctuary Southern Cross Station CBD Upon arrival, the apartment was not cleaned to an acceptable standard. There was hair and residue in the shower, and due to the unclean condition we were unable to use the shower.… Read more

The cooktop, fridge, and oven trays were also dirty, which meant we could not use the kitchen facilities. Mirrors, glass, and surfaces were not properly cleaned. As a result, we incurred additional expenses by having to purchase food elsewhere. I reported the issue immediately and provided photo evidence. However, despite contacting Booking.com multiple times (including 9 phone calls), the matter has not been handled in a timely or satisfactory manner. On several occasions, I was unable to get through, or the calls were disconnected before the issue could be properly addressed. This experience did not reflect the standard advertised, and the lack of effective resolution has been very disappointing.

Id give them no star if i could 2 times they have not given my money back desite saying you get it back if you cancel by a certain date. My health negates my time. 2nd company sent me a cancel report saying the have canceld but have not received money looks as though booking dot com expects do get paid despite assurances of refund. Not ok review… Read more

was regected despite a true representation of my truth. No money retured 2 times have sent an email for the second booking still no response warning stay away from booking dot com

The Shady Rest Motel in Gympie is an exceptional stop over with incredibly clean well stocked comfortable rooms strong hot showers a lovely clean private pool that you can sit around just off the highway less than a kilometre from the CBD. I have a (10 out of 10) for the paid hot breakfast meals that this helpful management supply to get you… Read more

primed for the day a head there ground staff keep the rooms to a high standard daily.

This motel is a must stop and stay if you want rest and privacy at a reasonable price for excellent service from a friendly management team that are eager to make your stay a comfortable one.

(Lee Henderson) Brisbane Queensland.

I booked via booking.com! The property has advertised AC! Unfortunately the AC is only in living space and the fans in both bedrooms rooms are not working! Their customer service Lacks basic human emotions and understanding! Very inhuman in response! She can only read written scripts! They sent a mail to property owner and called only once, was… Read more

asking me to wait for 48 hours.

I clearly told I am with a senior citizen and a small girl!

Booking.com should be really ashamed of the customer service they are providing!

Booking.com is a company she values are written only on paper and lacks basic understanding of human problems! Their agents lack empathy and she was mentioning that I will get compensation after 48 hours! How is it going to help!

Please feel ashamed Booking.com

Have been dealing with their cancellation and complaints regarding cancelled flights due to poor weather. They pass responsibility to others when the clients advise it is bookings.com that must process any refunds. They deflect any questions, or don’t respond or just plan lie. They definitely don’t care and deflect till you give up. They are… Read more

sh.thouse and I will never ever use them again and urge others not to. This same attitude has been displayed twice and I should have learnt from the first one but gave them the benefit of the doubt. No refund or satisfaction received on either case. Never again. There are too many others to risk using this cr#p lot.

Booked 4 Star Accommodation for honeymoon and upon arrival discovered it was disgraceful. Black mould on linen, towels, pillows and bedding. Holes in walls. Furniture was broken. Creepy crawly insects everywhere. Curtains torn. Spiderwebs, dirt and rat po*p in all cupboards. Thick limescale all over bathroom. Sinks were gross. … Read more

Absolutely shocking, please see pictures. There were over 80 pictures taken of how horrible this property was. This site only allows ten pictures to be uploaded, so you can imagine how awful the property actually was.

Booking.com should be ashamed of themselves for false advertising and misreprentation. Especially when people book what they think is a lovely Villa with a private pool for their honeymoon! Having to find emergency accommodation on the first night of the honeymoon was not an experience any honeymooners should have to go through.

Be very, very careful when booking through this site.

I contacted Booking.com after checking into a short-term rental that was riddled with mould, filthy throughout and made me physically ill (intense respiratory symptoms requiring Ventolin and antihistamines). I had to leave a day early. Initially I was impressed. Booking.com responded quickly via chat, escalated my case twice, and even had an… Read more

agent call me from overseas who seemed genuinely concerned. I felt I was being taken seriously.

Then silence. Over 24 hours with no response despite multiple follow-ups from me. When they finally replied, they offered AUD $39.22 — approximately 10% of what I paid — as a “gesture of apology.” The property had extensive black mould in the bathroom, mould colonies across ceilings, grey mould on every window frame, door and piece of furniture, and smelled of mould, mildew and stale grease throughout. I have 30+ photographs.

I have reported the property to NSW Fair Trading, NSW RFS and local council it was so bad.

A 10% gesture is not a resolution. I have now initiated a PayPal dispute and will be pursuing this through the ACCC if necessary. Booking.com’s consumer guarantees are apparently worthless when tested.

I booked a airline ticket via booking.com to attend a funeral. Scoot airways mechanical error delayed my flight by 4 hours and i missed my connecting flight. Requested a refund for the flight i missed due to scoot airways. Both scoot airways and… Read more

booking.com are playing up passing the responsibility to refund on each other. I payed $800 for the flight from Sydney to Trivandrum, ended up getting a refund of $188 only. I had to spend extra $800 to rebook a flight via indigo from Singapour to Kochi via Chennai thus my travel time increased from 13 hrs to 24hrs to reach my destination. Then i had to take a car travel 4.5 hours from Kochi to the funeral home which was much closer from Trivandrum. Ended up sick due to fatigue and stress, the Scoot airlines seats were all damaged too. I will never book with booking.com and will never travel with scoot airways ever again. The customer service number for booking.com on the website doesnt work. If anyone wants to call booking.com from australia this is the right number +61282281537. I have complained to fair trading regarding my refund now.

This Booking site should be banned. There is no regulation because it’s based out of the Netherlands. Reports to BBB are unable to assist. Contact credit card companies side with Booking in all instance. READ THE REVIEWS!!! DO NOT USE THE SITE TO… Read more

BOOK ANYTHING OR YOU WILL REGRET IT. Do your homework because there are many people tell the truth. This was a horrible experience; pouring acid on me would have felt better. Leaving this location and locating another place to stay in an environment conducive to our dogs needs, our needs, and attempting to enjoy the remainder of our vacation. NEVER BOOK ON THE BOOKING.COM SITE AS THE LISTING OF PROPERTIES DO NOT TELL THE REAL STORY Owner failed to notifying us in ample time that the facility was not equip to secure dogs yet charged a $150 fee when we added prior to booking our stay. Tells us 15 hours into our trip in a email that she does not have an operational laundry facility, failure to spell out where things can be found like brooms, garbage cans, sheets, towels blankets, extra toilet paper, amenities, i.e. cork screws knives utensils or if they are even available. Failed to provide internet codes and access so that work is not interrupted. Also it would have been nice to pick up after the previous guest; dog poop tracked into the house, cigarettes and butts left in the front yard and on the back patio. The owner of the facility was called prior to our arrival and said nothing of the mentions issues but she requested we Zelle her $150 instead of including that in the original listing. Hidden fees. We drove 1100 miles from Arizona to Texas to spent the majority of our vacation trying to location pet friendly hotels with two dogs. We ended up having to check into a one bed hotel 20 minutes from my parents home. We had to have our dogs spend 5 days with them b/c it wasn’t appropriate to have them stay in a hotel room all day without being able to relieve themselves while we attended basketball games and other activities. Two adults and two dogs went from a 3 bedroom 2 bath house to one room hotel with no place to prepare our dogs meals. When contacting the host she was rude! She told us she was at work and would not address any of our concerns until after 5 pm it is dark and waiting around was not optional. We were charged a cleaning fee in this rental yet the house had roaches on the counter, window seals and open food in the drawers. The owner had to be called for codes tv, internet and lockbox. She sent a message however telling us that the house has cameras and not to try sneaking dogs into the home after receiving $150 pet fee this was a booking scam. To add insult to injury her response was that we could leave and she’d give us 1/4 of our money back - our $150 pet fee as if finding housing happens instantaneously. All of this was reported to BOOKING.COM only they kept sending us back and forth with the person who owned the house and put fake photos of the property on Booking.com site but they never confirmed. I have written the BBB, CEO, my credit card company APPLE, and currently the FTC ( federal trade commission) who is suppose to regulate third party companies doing business in the US. Read up on this company and heed the warnings. I have been fighting with them since Nov, 2025 and I am one of many. The prepaid part is where the consumer gets taken advantage and why it’s hard to recoup funds the credit card companies state you entered into a contract sight unseen. Booking has No clue what is going on with the properties that they are listing and the consumer is the one who gets SCREWED when trying to contact them for help. They make finding their contact info a nightmare to find, they take weeks to months giving you the run around which always results in NOTHING BEING DONE.