Booking.com
4,279 reviews
AI reviews summary
Pros
Cons
Verdict
Overall sentiment leans strongly negative, with many users expressing frustration over unresolved disputes, difficulties securing refunds, and unresponsive customer service. While the platform is frequently described as convenient for initial searches, a significant number of reviewers advise booking directly with accommodation providers or airlines to avoid third-party complications when travel plans change.
The worst and most unhygienic accommodation experience in more than 20 years of travelling — avoid Symi Garden Studios I strongly advise anyone considering Symi Garden Studios to stay elsewhere. In more than 20 years of travelling, we have never experienced accommodation conditions this disgusting or unacceptable. We have never previously felt… Read more
compelled to make a formal complaint or write such a negative review, but guests need to know exactly what they could be booking. For the entire three days of our stay, dark, rusty-looking water came from the taps and shower. It was completely unacceptable for washing or bathing, forcing us to purchase bottled water simply to try to wash ourselves. Even then, we were left feeling unclean. This was not a small inconvenience—it was a serious and distressing hygiene issue. The toilet was particularly revolting. Every time it was flushed, it refilled with filthy-looking, discoloured brown water. It looked as though the previous person had not flushed the toilet, even though the discoloration was coming directly from the water supply. Having to use a toilet that constantly appeared dirty and unflushed was disgusting, unhygienic and completely unacceptable in paid accommodation. The severity and persistent nature of the discoloured water strongly suggested that this was not a new or temporary problem. In our opinion, it appeared to be a longstanding issue that the property must have known about, yet nothing meaningful had been done to correct it before continuing to accept paying guests. The dismissive response we received when we reported it only reinforced this impression. The main air conditioner also did not work. We were staying in Symi in temperatures exceeding 30°C, so being left without properly functioning main air conditioning caused considerable discomfort and made an already appalling stay even worse. The advertised “sea-view harbour room” was also extremely misleading. We specifically paid for this description because we expected a genuine view of the sea and harbour. Instead, our main outlook was over the roofs of surrounding houses, with only a tiny glimpse of the sea visible in the very far distance. This was certainly not the sea and harbour view that had been advertised or that we believed we were paying for. We immediately raised these problems with staff at the property and contacted the owner through Booking.com. Rather than treating the situation seriously and arranging an urgent solution, our concerns were quickly dismissed. The water remained completely unchanged throughout our stay. Booking.com also handled the situation very poorly. We contacted customer service several times while we were still at the property and desperately needed assistance, yet we did not receive a response within 24 hours. We were also never advised to take photographs as evidence while we were there. We felt completely unsupported by both the property and Booking.com when these problems could and should have been investigated. We eventually stayed at another hotel in Symi, where the experience was exactly as a hotel stay should be. It was approximately 25% cheaper than Symi Garden Studios and even included transfers and a beautiful breakfast overlooking Symi Harbour. The enormous difference in cleanliness, comfort, service and value proved that the conditions we endured at Symi Garden Studios were neither normal nor acceptable for accommodation on the island. Between the unusable rusty water, the disgusting brown water filling the toilet, the non-functioning main air conditioner in temperatures exceeding 30°C, the misleadingly advertised view, the property’s dismissive response and Booking.com’s failure to provide timely assistance, this was easily the worst accommodation experience we have had in more than two decades of travelling. No paying guest should be forced to wash with bottled water for three days or use a toilet that continually appears filthy and unflushed. Serious hygiene concerns should never be brushed aside. We left feeling disgusted, uncomfortable and completely let down. I cannot recommend Symi Garden Studios under any circumstances. Please think very carefully before booking this property.
Extremely disappointing service and lack of communication. Have been a loyal customer and spent a lot of money and yet the level of communication was terrible. It took over 4 months to receive a refund that was refunded by the airline 3 months earlier. They caused us much stress and in order to receive our refund, we had wasted so much time and… Read more
money on international calls and emails. Even after sending several emails to management explaining my experience, to date I have not received an apology or explanation!
CRITICAL ERROR: Billed AUD $392.97 for an impossible 42-minute cross-continental car rental.I am writing this to warn other Australian consumers about a severe failure in Booking.com’s location mapping system and their subsequent customer service refusal.On Friday 4th September, I attempted to book a local emergency car rental at Newcastle… Read more
Airport, Australia. The automated booking platform instead routed the booking to Newcastle International Airport in the United Kingdom (Booking #728919447).The confirmation email hit my inbox at 12:48 PM AEST, demanding a physical vehicle pick-up at 1:30 PM AEST on the exact same day. The system allowed a physically and logistically impossible 42-minute window to travel from Australia to the UK, clear customs, and arrive at the rental desk. At that exact hour, the Green Motion UK rental counter was closed (3:30 AM local UK time).I contacted support immediately, but lines were closed. After following up via email, a customer relations representative formally closed the case, refusing a refund because I did not cancel 48 hours in advance—ignoring that the booking was created and scheduled to start within a 42-minute window.Booking.com processed an explicitly labeled AUD transaction from an Australian resident with an active +61 phone number for a service that was physically impossible to fulfill. Charging for un-suppliable services breaches standard consumer fair trading expectations. This matter has been escalated to Greater Bank for a formal Visa chargeback dispute.
Reviews with attachments
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.
- +3
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!
- +3
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
Still waiting for the refund as they had promised, its been 4 months
Totally shocked with Booking.com, the amount of accommodation holidays I’ve booked with this site even the fact I have booked accommodation again through them for next year to Queenstown. Somehow for no reason at all, I am blocked from using their site. I’ve been looking to book accommodation in Park city for January next year as mentioned. I… Read more
already have accommodation booked for Queenstown in June of next year through Booking.com.. So as I’ve been searching over the past week or two, it says my account is disabled. I have no idea why, I have not abused anyone or done anything wrong. I cannot contact them I have tried and tried to the point have given up.. So after what happened now I will never use this side again. I only just booked previously last month for ski trip staying at Cooma not a problem at all. Hopefully someone from Booking.com will see this review and contact me explain what has gone wrong but at this stage I’m extremely annoyed could not be any worse than the way I feel at present. Maybe someone has hacked into my account I have no idea but I have not heard from them at all trying to contact their support team . If a team member sees this reach out to me, you have my contact details. Send me an email explanation and reactivate my account . I prompt every person not to book or use this website from what has happened to me.
- +2
Here I am, again doing battle with Booking.com. They allowed the company to insist on a security bond through their website before they would give me the access code. THe accommodation was appalling and no security bond refund has been received. I have added photos of the slats on the bed held together with tape, rubbish out the front of the… Read more
property, broken taps, an ironing board with no cover. Tried contacting the property who asked me to fill out another form. Tried to contact Booking.com by email and no response. Tried calling 2 days later and after several attempts to get through their AI and being disconnected, was finally told no one was available and to call back later. Booking.com said in earlier conversations about my concerns if the property did not refund my deposit they would assist. That only happens if I can speak to someone to left them! SO disappointing. I use Booking.com for my business in Australia but this experience in the UK has made me reconsider! Booking.com keep advertising properties for Tudor Suites despite consistent feedback about the state of the properties and not getting deposits back!!
Very disappointing experience. I was charged CAD $17 more than the price displayed on Booking.com. The amount was clearly shown in CAD, yet when I contacted customer service, they refused to take responsibility and simply blamed my bank without providing any evidence. If Booking.com displays one price, customers should be charged that price. Poor… Read more
customer service and an unsatisfactory resolution.
I wouldn't trust Booking.com in my future reservations!
My experience with Booking.com during two serious payment issues and dispute with the accomodation - has been one of the worst customer service experiences I have encountered. After the owners closed the front door on me while I was still standing at the threshold because I asked to go to my room and not “joke around” and be roasted, I… Read more
immediately attempted to seek assistance from Booking.com. Instead of receiving help, I spent approximately two hours making around 16 telephone calls to Booking.com across the Phillipines, Egypt, and the Netherlands. Calls repeatedly disconnected, I was never called back, and despite repeatedly requesting escalation to a supervisor, this either did not occur due to repeated argumentation and refusal, they are “all at meetings” or the calls disconnected before I could explain what had happened.
Shockingly, Booking.com began communicating with the accommodation before ever obtaining my account of events. Because the repeated call disconnections prevented me from explaining what had occurred, I repeatedly asked how Booking.com could possibly investigate the dispute or discuss it with the property when no one had successfully taken my statement. Despite raising this concern numerous times by phone, email and social media, it was largely ignored.
Rather than investigating whether the accommodation service had actually been provided, Booking.com treated the matter as though I was simply requesting an exception to a non-refundable cancellation policy based on “checking in late”. At no point did I ever check in late - truly bizarre, I was an hour before cut off. That fundamentally misunderstood the complaint. I had travelled to the property, arrived during the stated check-in period, presented at the door with my luggage, and attempted to check in. The issue was that I was confronted with overfamiliar “jokes”, repeatedly interrupted, falsely accused, denied any meaningful opportunity to respond, and ultimately had the door closed on me while I was standing at the threshold. This was a service failure, not a voluntary cancellation.
Even after the matter was escalated to a senior manager, the phone call they apparently tried to make once failed again, and they sent an email containing lies that they had called multiple times- PLUS significant factual errors remained. I was incorrectly told that I had attempted to check in after 8:00 pm, despite objective evidence showing I had travelled from the railway station before 7:00 pm and arrived well before the deadline. This gave me little confidence that the evidence I had submitted had actually been reviewed.
One Booking.com in one of the 16 phone calls representative argued unnecessarily over my reservation number before eventually admitting it was not required after all, spend the whole phone call defending his inconsistency rather than assisting me. Another terminated the call after I politely gave feedback on the lack of empathy shown during the conversation. Throughout the process, I never once had my complaint heard before their bodgy investigation.
I use them for work bookings as well as holidays and that seems to go okay because it’s the same few places again and again but do not book them for anything important… The dispute-resolution process was fragmented, inconsistent and extremely difficult to navigate. The repeated call failures, lack of effective escalation, poor communication between staff, and apparent failure to properly investigate the underlying complaint left me with very little confidence in Booking.com’s ability to support customers when they most need assistance.
For a company of Booking.com’s size, I expected a robust complaints process. Instead, I experienced repeated technical failures, inconsistent information, poor ownership of the case, and an investigation that appeared to proceed without first obtaining the complainant’s full account of the events. That was deeply disappointing.
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Dishonest service. On trying to cancel a booking due to serious safety concerns with the hotel, Booking.com staff advised that they would refund me as I was a valued customer. My account says that booking has been cancelled but they now refuse to pay.
I stayed at the IBIS hotel in Lt. La Trobe St Melbourne. Nothing short of awful. The self service check in didn’t work. Valet parking was $70 per day. Rooms are TINY and overlooked other hotels across the street. The bathroom was so small, the sink was in the middle of the bedroom. Would I stay here again, NOT A CHANCE.
I am writing that I have very strange booking cost. When I search a hotel and make booking through booking.com is more expensive than non member price. Show details
- +7
They've got to be kidding offering this as even reasonable accommodation. Just disgusting. Outside: Ramshackle house situated on an unsealed gravel road with an unsealed gravel driveway. Verandah timber flooring dirty and slippery when wet, with well established weeds growing in-between some slats. Timber railings dirty and need painting. Front… Read more
metal screen door covered in rust. Front timber door rotting at the bottom. Photos attached Inside: Window sills and blinds filthy dirty throughout the house. Kitchen sink has broken sieve. Fridge absolutely filthy inside and outside, showing streak marks where cleaning the outside has been attempted. Left over food in the freezer section, and food debris left on the floor near the fridge. Kitchen bench top badly marked showing numerous surface cut marks. Dining table chairs has graffiti written on one, with others showing material falling apart and deep cut marks. Bathroom shower has multiple areas of mould, so much so that we didn’t use it, preferring to wait until we arrived at our next destination to do so. Toilet – paper roll left on top of the waste bin which is situated on the toilet floor. Classy. Photos attached Other: AUD$80 ‘Cleaning fee per stay’ charged as part of the AUD$323 cost paid for one night. Verging on the absurd, refer to previous comments about the filthy condition in this review. ‘International surcharge fee’ AUD$11.31 imposed by our bank. Basically, best of luck to anyone staying there. For us, a major disappointment and rip-off, well deserving of a full refund.
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
- +7
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.
Latest follow-ups
beware of using booking.com – My 20 y.o. grandson tried to stand on his own 2 feet, and booked a hotel room with booking.com, by himself. Proud of himself for taking control of his booking. THOUGHT her was using a reliable company. Booked about 10 months in advance due to being… Read more
a holiday period. Received confirmation in an email. 2 months out from check in, hotel contacted him to say that booking.com did NOT book his hotel room, and there IS NO BOOKING. All other accommodation in area is booked out; so holiday plans ruined booking .com is an overseas company, and does not seem to have an office or postal address in australia. Customer service acknowledges emails, but does NOT reply to booking mistake. booking.com. has not resolved the problem at all. ** USE booking.com at your own risk ** booking.com is overseas...and offers poor customer service if anything goes wrong !
Follow-up · 2 years on...and ZERO satisfaction from Booking.com . Eventually, if you find their hidden contact details, you MIGHT get an obvious, very general, computer generated reply...but IMPOSSIBLE to get a human reply, and IMPOSSIBLE to get satisfaction from a company too big to care :( MY recommendation is to avoid Booking.com at all costs, and use a company to book with that actually helps and responds
correct !!
Booking.com / Economet Bookings Theft! – In late May 2024 I made an online booking with Booking.com / Economy Bookings / Dollar Car Rental for a 28 day, one way car rental from Atlanta GA to Pittsburgh PA, Airport to Airport Paid USD 1030.23. The Application included a Box asking for a… Read more
Flight number out of Pittsburgh PA, as I did not intend to fly out of Pittsburgh PA, I left this Box empty. On arrival at the Dollar Car Rental counter in Atlanta, I was refused service on the basis that I did not have a booked flight out of Pittsburgh PA & was told that I would receive a refund. Booking.com / Economy Bookings have refused to refund me on the basis of ' Non Show/ Non Compliance. DO NOT do business with Booking.com / Economy Bookings / Dollar Car Rental. It should be noted that I concluded a 21 day Car Rental with Thrifty in LA on the 24th May & concluded a 25 day Car Rental from Alamo in Charlotte NC from 29th May 2024 after being refused service in Atlanta GA. Neither provider needed a Booked Flight from the destination/ end location.
Follow-up · I think I paid by Credit / Debit Card. Emailed them I did not answer all the questions on the Booking firm. ie: The Box that asked for a Flight number at the drop off at Pittsburgh PA Airport, I left vacant as I did not intend to take a flight out.
DO NOT book & pay for airlines tickets with Booking.com & Gotogate (represents Booking.com) in Australia! I paid Booking.com for airfares 24/6/2025 & airline cancelled flights 30/7/2025. After 4+weeks, 9 emails from Gotogate to represent… Read more
Booking.com, I have not received refund. Booking.com has my money after airline cancelled flights more than 4 weeks ago. DO NOT BUY & PAY Booking.com & Gotogate to purchase airfares, they have no intention to refund you.
Follow-up · We paid Booking.com to book flights. Booking.com did nothing to help or refund when airline canceled flights. We were fortunate the airline helped us to reschedule our flights. No one should book airfares with Booking.com.
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Positive reviews
Charles Sturt Motel in Cobram was fantastic place to stay with enormous room with great service and extremely clean. A good variety of Food options within a short metre walk. Super friendly service , staff very welcoming on arrival made you feel important. Show details · 1
Here’s the 5 star review of this hotel and the MINUS 5 Star and Thumbs Down review of booking.com and Priceline Partner Solutions. Long story short—our recent Egypt trip was cancelled due to hostilities in the region. I called Pyramid Parks Resort, and they kindly recognized the extraordinary situation of things, assured me there would be no… Read more
fees, granted a refund of any and all cancellation fees and sent me a email to that effect. Bless their hearts.
I told Booking.com this and they refused to refund our pre-paid reservation without a written statement from the hotel granting the waiver. I sent booking.com the hotel email confirming waiver of the cancellation fees. Booking.com claimed that the hotel denied the waiver of the fees.
Shame on booking.com! How can this be more blatant bad faith? It is nothing short of bald-faced consumer fraud…! Don’t deal with this company! Avoid Priceline. com and never book through booking.com. Tell all your friends too!
I obtained a booking.com Travel Credit reward which I promptly used towards booking accommodation in the Sunshine Coast. A few days after booking confirmation received, I received an email advising that my booking had been cancelled. I had not… Read more
done this. I immediately went on to the booking.com App and rebooked the accommodation. I then noticed that there had been unauthorised activity in my account, whereby someone had been searching flights and had actually booked a flight from Malaysia to Jakarta using my Travel Credit rewards. I screenshot all this unauthorised activity and sent them in an email to customer service. After getting confirmation direct from the accommodation that I had booked, I advised them that I had not cancelled the initial booking and they were quite alarmed. I removed all my payment options from my App but when payment was due for the accommodation, I had to log back in to my App and could not find the booking and how to pay for it. I searched through the App and then requested a new confirmation email of the booking which I received which then allowed me to make payment using PayPal. I received all the confirmation emails of the payment being received. What happened next was hard to believe..... my accommodation booking was cancelled, once again!!! I did not cancel this. Fortunately, my payment was refunded to PayPal. booking.com's excuse was that my credit card was not valid, yet I had paid by PayPal not a credit card. Also, the Travel Credit rewards were never reinstated to my account, they had been stolen on the unauthorised flight booking. Plus, the cost of the accommodation had risen since my initial booking had been made. This issue is still ongoing with booking.com. they are always asking for information which has already given by me to them in screenshots and emails and a timeline. Their customer service has been abysmal. I have ended up making alternate accommodation arrangements in this instance.
Follow-up · I was advised to update my password and security, which I did. I have left my credit card details off the account for now, although that hadn’t been accessed thankfully. My stolen rewards credit was reinstated to my account by booking.com.
Negative reviews
Subject: Urgent Request for Refund Resolution As of today, 31 August, we have been waiting for more than two months to receive our refund. During this time, I have made more than eight phone calls to Booking.com and have also contacted the property directly in an effort to resolve the issue. Despite these repeated attempts, the refund has still… Read more
not been processed. Booking.com has referred the matter to the property, while the property has referred it back to Booking.com. This ongoing lack of ownership is unacceptable. The money is rightfully ours, and we should not have to continue chasing both parties for a resolution.
We have been regular Booking.com customers, and this experience has been deeply disappointing. Receiving apologies without any clear action or outcome is not sufficient. By comparison, Airbnb processed a refund for us within five days, which demonstrates that resolving this matter should not be difficult when responsibility is properly taken.
I am requesting that Booking.com take immediate responsibility for this issue and process our refund without further delay. Please confirm in writing when the refund will be completed and provide a clear timeframe for receipt of the funds.
If this matter is not resolved promptly, I will consider escalating the complaint through the relevant consumer protection channels.
Very disappointed with Booking.com customer support. If they are going to offer Australian properties then they should have a direct contact in Australia so you can contact them directly about disgusting accommodation they recommend. I sent photos of a mouldy room with rising damp and dirty room that I feel shouldn’t be available for people to… Read more
stay in and Nothing was done to refund or offer any assistance. Bloody poor service like the room booked.
Extremely disappointed in this booking platform . Family emergency and they would not waiver cancellation fee as has to be cancelled within 7days. Will not use this platform if they don't reconsider and I will be advising my friends not to use Show details
Recent reviews
We booked an apartment in Sydney months ago for the Sydney Marathon. The host contacted a few weeks ago and said Booking.com triple booked the place and we could have part of a share house and hour further away by public transport. Given the lack of time for an alternative we agreed. Now we have a message from Booking.com to say they only want a… Read more
single tenant for the share house and $1000 for clean linen for 4 nights on top of that so cancelled our booking. No sign of our $2000 and no reply from the "host". No accommodation now with 5 days to go. Absolutely never again.
We booked a property - Trevil Velvet House - through booking.com in Rome. The location was good, the rest was a disaster. communicating with the property owners was terrible; upon arrival there was no indicator that this was "Trevi Velvet" - no signs inside or out; others at the property were baffled and had never heard of it. when someone finally… Read more
arrived [on bicycle] to let us in they showed us the room and it looked like army barracks - this was not even a 1 star much less the promoted 4 star. You walked right into any empty bedroom, in a very dingy 4th floor walk up. In all my years of working with booking.com I have never experienced such a fraudulent representation of a service or property. These people should be banned from the site.
I have contact booking.com multiple times about this. The property was also fraudulent in reporting us as a no-show. We saw the property and my companion actually cried. Although booking.com promised us action we received none - not even responses to multiple inquiries.
I am a supposed genius level 3 with them, have booked dozens and dozens of stays/travel/car rentals. Never again. Avoid booking.com at all costs.
Extra Information
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1st video is noisy AC if you turn it off. Room will be get hot so either to sleep with the nose… Read more