Booking.com
4,255 reviews
AI reviews summary
The recent feedback for Booking.com reflects a predominantly negative sentiment, with users reporting significant failures in customer protection and support. While the platform is occasionally praised for its user-friendly interface and competitive pricing, recurring themes of financial loss, unhelpful customer service, and a lack of accountability when bookings go wrong dominate the data.
Pros
Cons
Verdict
Booking.com is a functional tool for searching and making standard reservations, but it presents a high risk if travel plans change or issues arise. Consumers are advised to use the platform for research but consider booking directly with providers to ensure better customer protection and avoid the significant difficulties reported with the platform's dispute resolution process.
I booked and prepaid a rental car through Booking.com for collection at Heathrow Airport. When my family and I arrived with our children and luggage, we were told by the rental company that no car was available because Booking.com had confirmed a booking without ensuring availability. We then spent several stressful hours travelling between… Read more
different rental companies before finally finding another car at a much higher price. The delay completely ruined our travel plans, and we were forced to book an unexpected hotel for the night.
What disappointed me even more was what happened afterwards. Booking.com acknowledged the issue, asked me to submit all my additional expenses, and even confirmed in writing that I could make a claim. After waiting almost three weeks, they rejected the claim with a calculation that simply doesn’t make sense and provided no meaningful explanation.
The biggest lesson I learned is that a confirmed booking through Booking.com does not necessarily mean a car will actually be waiting for you, and if something goes wrong, don’t expect a quick or fair resolution.
Based on my experience, I will never use Booking.com for car rentals again, and I would strongly encourage others to book directly with the rental company instead. It may save you from a ruined trip and weeks of frustration trying to resolve the issue.
Do not use Booking.com. They took money from my account even though I had paid for the accommodation. They have admitted the payment should not have been taken but will not pay it back despite me providing every bit of evidence they have asked for. Even worse they phoned me at 1am the other morning to discuss.. Show details
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.
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
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
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- +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.
- +1
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.
- +4
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
Latest follow-ups
Don’t book attractions via Booking dot com. I spent nearly $200 on a site visit The tickets did not arrive and Booking dot com refused to refund the money.
Follow-up · I still do not have any reimbursement for the tickets that did not arrive.
Be very careful with this site- I tried to move my booking dates , they charged me 50% of the booking because they see as cancelation. I rang the hotel they were more than happy to move the dates without charge . Booking .com said they charge because hotel wouldn’t do it . In other words booking.com kept the money. Show details
Follow-up · 1- the Hotel advised they could just move the dates without fee, however the booking is with Booking .com and they can only change the booking . 2 - booking .com advised it’s there policy and there is nothing they can do but charge the fee 3- tried to escalate with booking .com but never got any call back nor reply
Even one star is too many for this company....in April i had fraudulent transactions on my account which i have stopped early and cancelled them. I… Read more
asked booking to restore my account to the original pre fraud status with my Level reached and called them several times as well wrote several emails with no success. They are going in circle and just do not want to restore my account to original Level with lot of excuses, even though i have supplied all documents requested. I will now close the account and never used them again. They will not speak to you nor email you if you do not have booking number or PIN for the reservation. The whole company is FRAUD as the request was very simple.
Follow-up · -Screenshots of confirmation emails coming to my email, since my main email address was hacked too - i have cancelled transactions however around $200 was not refunded - requested screenshots if my previous level which i have supplied but they never responded nor they restored my level even after numerous phone calls and emails
Follow-up · I have never used Booking.com since my incident because they were going around and around and were not willing to restore my original account with the correct Level reached. I do not wish to use them again.
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Positive reviews
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.
This bad review is for booking.com not the host or apartment Spencer Heights Stylish CBD Apartment 2BR 1Car was beautiful, comfortable, and exactly as described. Steven was an amazing host — helpful, supportive, easy to contact, and genuinely caring. I highly recommend him. He went above and beyond to help me through a very stressful situation… Read more
caused by booking.com. His apartment is wonderful and, clean, bright and has everything you need. Highly recommend this apartment and Steven is an amazing host.
I had booked and prepaid this apartment 8 months in advance for two people. I only went into the app to add my sister-in-law’s name due to a severe back injury, but after doing this, booking.com unexpectedly requested an extra $165. Steven was surprised too and had no idea why this happened.
I then spent 48 hours dealing with booking.com, being told our accommodation could be cancelled. Even when I offered to pay, they couldn’t process it properly. On the day of check-in, I received an email saying our reservation was cancelled. Thankfully, Steven stepped in and contacted booking.com himself so we could still stay.
The whole experience with booking.com was extremely stressful, but the apartment and Steven as a host were outstanding.
Negative reviews
Don’use— advice from a Genius Level 3 customer. In Nov 2025, I had a confirmed accommodation booking in Seoul. Shortly before my stay, the property could no longer accommodate me and cancelled the booking. A Booking.com customer-service agent told me they had found an apartment that was close to my original booking and comparable in size and… Read more
standard. They sent me a link, and I clicked it and completed the reservation based on what the agent was telling me during the call. Then I realized it was around 45 minutes away from my original location. About ten minutes later, I called Booking.com back and explained that the property was too far away and not comparable. The agent apologised and told me they would cancel it, help me book a more suitable property and cover the price difference between my original booking and the final replacement through Booking.com travel credits.
But Booking.com did not cancel the unsuitable property, and I was charged for it. They are now arguing that I am responsible because I clicked the link and did not cancel. That completely ignores the circumstances. I did not independently find and choose this property. I was dealing with a failed confirmed booking, and relying on Booking.com’s representative to help relocate me. Their agent described the property as nearby and comparable, and when it became clear almost immediately that it was not, another agent explicitly said it would be cancelled.
Booking.com is now denying that promise because it was apparently not properly written in their internal notes. A company cannot allow its agents to make promises over the phone, fail to document them properly and then use incomplete notes to deny responsibility.
That was only the first issue. On 13 Nov, the promised price difference was put in my Wallet. On 17 Nov, 4 transactions that I did not make removed the entire amount.
The transactions were not visible in my app, were not linked to my email address and were not connected to any booking on my account.I called customer service several times and was initially told that I must have booked flights.Eventually, one representative properly checked and confirmed that the transactions were not connected to my account.
I was told the matter would be sent to Booking.com’s security team, that an investigation was required and that someone would contact me within seven days. At the same time, I was told that my account had not been compromised. Make this make sense. By June 2026, despite repeated calls and follow-ups, I had still received no investigation result, no refund, no restored credits, no proper security reference number and no meaningful explanation.
It is now July 2026 — I finally reached a supervisor, she started the call aggressively and immediately blamed me for not checking that the replacement property was 45 minutes away. Her tone was combative, condescending and rude with no sense of customer care or attentiveness. She wouldn’t even let the customer explain a single sentence before jumping into her lecture and talking over us or rather down at us like children.
No.I had already researched my original accommodation. Booking.com’s platform failed to provide it. Their representative told me the replacement was nearby and comparable, and I relied on that information while stranded. Booking.com had a responsibility to perform basic due diligence before recommending a replacement property.When I challenged the supervisor’s attempt to shift all responsibility onto me, she ended the call. I did not swear at her or scream. Fortunately, I recorded the conversation.
I will be sharing the recording, transaction history, correspondence, call records and full timeline with the relevant consumer-protection authorities and any outlet willing to investigate.
Booking.com should also review its own quality-assurance recordings. Their internal notes are clearly not an accurate record of what customers are told, and customers should not be financially punished because an agent failed to record a promise properly.
We had 4 out of 6 flights cancelled, alternate flight schedule does not even get us back to where we started. Asked for 2.5weeks now to get that mess sorted. Answer from booking.com: "your request is with our support team, you will hear back from them". Well, we are flying out in a few days and will have to book new flights as booking.com is… Read more
unwilling to help :(. Spend 15+ hours on the phone and by chat with them, no results. Last time I will have used their services. Shocking treatment from a Swedish company :(.
Booking.com isn't transparent with the bookings anymore, I felt scammed. I booked a hotel in Melbourne, the info I had before my booking was "flexible to reschedule if plans changed". After I booked there is a new information saying that "you can reschedule your stay one time until December 24, 2006 for the same or a HIGHER PRICE". My booking is… Read more
for December 31, 2026, so they gave me A BUFFER OF 7 DAYS I CAN'T RESCHEDULE. They also mentioned they can charge a HIGHER PRICE, FOR THE SAME ROOM. THEY DIDN'T PROVIDE THIS INFO BEFORE THE BOOKING JUST AFTER THE DEAL WAS DONE. Not happy, I felt scammed. Gabe
Recent reviews
Appalling. Something went wrong with our credit card and Booking.com sends an email stating that the reservation is cancelled amongst all the emails sent. I missed it. No PHONE CALL OR TEXT for something as critical as this. As a result my entire family was stranded in the foyer of the hotel which we thought had our accommodation. It was marathon… Read more
weekend at surfers and everything booked out. Disaster. Had to pay double for what we did not want. Thanks for ruining our holiday Booking.com. I recommend this site is only used for research and the reservation made directly with the hotel.
Booking.com confirmed my flight change after I paid the fee, but when I arrived at the airport nothing had been processed. I had to pay AUD $640 directly to the airline to make the same change. It took 3 months to resolve, and they only refunded the original change fee after admitting their error. Thankfully my travel insurer covered the remaining loss. Very disappointing customer service.
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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