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4.2 8196 Reviews

Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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10:44 pm EST
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Booking.com rooms reservation

2013, we had made rooms reservation with booking.com for dec vacation earlier in october..we booked 4 family rooms with special request:same level and non smoking.our request was confirm via email.so thats settle.when the time came for us to check in hotel we were told by hotel staff that our family rooms were unavailable yet cause they were all taken by vip cause they book earlier than us.than why show there are 5 family rooms left for us to book.after some arguing the staff put us on different rooms and separate levels, over all we did not get what we expect and what we want when time of booking.no more booking .com for us.

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Booking.com cancellation not done

I have booked a room at the Carleton Hotel in Singapore for the night of November 14, 2013 about 4 days earlier, booking number [protected]. I used my husband I Pad and cancel the room on their website customer service, click on cancel booking on line. I wrote a note that while I was travelling, please confirm the cancellation on my travelling email address. This never arrived. A few days later, I received a bill of Carlton Hotel in Singapore for $217., I then emailed Booking.com and asked what happened. Again, no reply
I certainly will never use this site again and will pass it around.
I would like my money back.
D. Lawrence

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yoyos
, HK
Mar 24, 2014 7:05 am EDT
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I used booking.com for a hotel in Istanbul, I canceled it within the free cancellation period and I did not notice whether I received a confirmation or not.
I was charged by the hotel and booking.com says they can do nothing because I cannot prove I canceled. One of the CR hang off the phone when I am still explaining the my case.
CR told me to settle this with the hotel. The hotel, claims that they never received my cancellation.
I had done nothing wrong but choosing the wrong agent.
Booking.com, I will never use it again, and of course, I'll make sure my friends won't use it again from now on.

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yoyos
, HK
Mar 24, 2014 3:35 am EDT
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I am totally agreed with you. I have made the cancellation online already. But they fail to process my request and now the hotel is gonna charge me the no show fees. I am pretty angry about this. I have done nothing wrong but choosing the wrong agent.

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7:22 pm EST
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Booking.com booking.com will not honor my reservation!!

Hello - On 10/30/2013, I made a hotel reservation on Booking.com for travel from SFO to Miami from 12/28/13 to 12/31/13 and was sent a confirmation from the company verifying my reservation. I then contacted Booking.com via this # [protected] the next day and spoke with a Booking.com sales agent who once again confirmed my reservation with me as well as put me on hold and confirm it with the hotel where the reservation was made. The sales agent informed me my reservation was confirmed for the dates I made and everything was as expected. I then proceeded to book my families flights and rent a car around my hotel reservations for the dates and city above. On 11/04/13, I received the following email from the "Booking.com Customer Service Team" :

"Thank you for choosing Booking.com. It has come to our attention that a number of incorrect rates were posted in error due to a technology glitch. Unfortunately, the (Hotel Name and Dates) affected by this glitch and the (Hotel Name) is unable to accept your reservation. As consolation, the (Hotel Name) is willing to offer you a special rate which has been discounted from the original price of the correct daily room rate. This specially offered daily rate comes to the amount of $449 per room/per night (which is 4 times what I was confirmed to pay). If you wish to accept this new rate, all you have to do is contact us here at Booking.com either through our email address or customer service hotline and we will adjust this rate accordingly. You will then receive a new reservation confirmation reflecting the presented information.I f you choose not to accept the offered discounted rate, you will be able to cancel this reservation free of charge at any time. Once again we would like to extend our most sincere apologies for this unfortunate situation and any inconvenience this may have caused you. Thank you for choosing Booking.com. We look forward to hearing from you"

I find this unacceptable, I now have a flight and car rented and no hotel room for the dates of my travel. Offering me a discounted rate that is four times what I was quoted and confirmed to pay is such horrible customer service. Shouldn't booking.com honor my reservation considering they not only confirmed it with me via email, but also verbally with me and the hotel? I'm a booking.com customer because I trust the company and would think they would honor the rates they list - Especially because this was not an error caused by the customer. Why is the customer being punished here? I would like for Booking.com to honor this reservation as expected. Please help!

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3:42 pm EDT
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Booking.com cancellation scam

Made 2 hotels reservations on booking.com with free cancellation policies. Then my plans changed and I canceled them. They didn't send me confirmation emails (I think it was done intentionally) though site showed that reservations were canceled. I was surprised not to see cancellation emails and at first though it's just their email system delay - sometime emails come late, I didn't receive and next day went to their site to double check and site showed that cancellation was done indeed. Silly my I didn't make screen shoots. Eventually they charged me money and refused to help insisting that I forgot to cancel, which I surely did. Woman in their customer service were even screaming at me. Now I see that there's a lot of complaints from other people about similar cancellation issues. Stay away from them.

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Update by hser
Oct 26, 2013 6:42 pm EDT

You are joke, so many people companied about it so far and u still don't know. LAIRS

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6:26 pm EDT
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Booking.com fraudulent use of my credit card

Hy,

My name is Victor and I´m from Spain.
On Sunday 14/09/2013, checking by bank account, realized that a hotel from Rotterdam charged 122 euros in my credit card. Because I´ve been using this credit card for 5 years only to guarantee my reservations in Booking.com, and of course I`ve never reserved a hotel in Rotterdam, I called Customer Service in Madrid asking for explanations. The guy that attended me, was very nice but he only said that there was nothing strange in my booking.com account.
Then I contacted by mail with the hotel manager in Holland, asking him to help me to find out what happened.
This afternoon I received by e-mail the copy of the reservation, and the invoice, and surprise, surprise, the reservation was made by someone named " free man" throw www.booking.com. This person didn`t show up, and the hotel charged in my credit card a 2 day stay.
In the invoice are my credit card number, with the correct digits, the correct expiration date, but only with one of my names ( I have a compound name), without my surname and with the wrong back number (CVC), 123 instead of correct one.
Today, I formulated a formal complain to the police, and gave it to my bank that`s going to return my money.
The problem is that I can`t trust anymore in making a reservation over Internet if a big company like Booking.com can`t ensure the confidentiality of my credit card details.

Thank you

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3:14 pm EDT
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Booking.com misleading refund policy

I used Booking.com to reserve a hotel in Montreal. Immediately after purchasing the reservation, I discovered the address I'd been given was wrong. Within five minutes of the purchase, I contacted Booking.com to change (not cancel) my reservation. They refused, saying my reservation was non-refundable. I sent them screen-shots showing that the link for cancellations/changes takes the user around in circles without actually providing them the opportunity to cancel or change. I sent them screen-shots showing that their non-cancellation policy was made visible only after purchase. In spite of only a five minute delay, Booking.com refused to consider the case and my credit car was charged the full amount. I will not use Booking.com again, their site is misleading, if not down-right disnhonest.

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5:57 am EDT
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Booking.com cancellation of an uncleaned apartment

On July 15 I booked a hotel in Paris via booking.com for €437, 00 for Thursday, 18 July 2013 until Sunday, 21 July 2013.
On Thursday, 18 July 2013 I picked up the key in a building far away form the apartment. The safety boxes in the office, that held the keys, had no staff member attending it. After we picked up the key we walked to the apartment and at 5:30pm we entered the room.

It was hot inside, the window was open and could not be closed and locked (4the floor). The first impression was not good at all. The AC was out of order. There was no WiFi and after switching the router off and on (as explained in the spanish written welcome document!) it still didn't work. Maybe it was the loose cables that came out of the wall. In the bathroom there was a used shampoo and the whole apartment did not look clean at all. The worst however was the bed with its used sheets. This was disgusting. This we saw at 6:05pm.
It was impossible to sleep in such a bed and we tried calling the agency. We wanted them to clean the room or to get an alternate apartment where we could stay.
First we called the agency office. We could only reach an answering machine telling us that the agency is closed on Thursdays at 6pm. Then we called the emergency number at 6:11pm. Also here we only reached an answering machine! At 6:12pm we called the emergency number again and again, there was no person to talk to. So we left a voice message explaining the reason for our call as well as the room conditions and we asked them to call us back. We left our phone number and waited. Until today nobody got back to us! And we called the emergency number! This is unacceptable, an emergency number should always be reachable by a real person.
At 7pm we left the apartment and cancelled the booking with all details described on booking .com. I received a cancellation confirmation immediately from Booking.com. So we booked a different hotel which was more expensive.

On July 23 I checked my credit card account and realized that the hotel charged me 218, 00€ on July 16 as well as on July 22 (436, 00€ in total). Even I called the emergency number at arrival nobody got back to me. Instead they charged me for this uninhabitable apartment. I called the customer service at booking.com more then once and I wrote more than 15 emails with photos and screen shots, explained the situation and sent an email with details and images attached on July 23.

What did Booking.com do? They asked the hotel to give me 50% of the money back. That's it. I couldn't stay there (check the images attached) and I couldn't reach anybody in the hotel to give an different apartment. And booking.com says that it is my fault that I cancelled the reservation. Now I payed 218, 00€ for nothing. Booking.com didn't even sent the link so I can write a review on their page. They say: "A review invitation is sending to the guests just after their stay at the hotel, but only if you stayed at hotel. As you cancelled your reservation and left on arrival, you don't have the possibility to write a review on this hotel." And they said that I should never book a hotel on booking.com with a user review rating less than 7.

My learnings so far: Stay away from booking.com. They don't help you if you have trouble with the hotel. Also you will never see reviews on booking.com from people who couldn't stay in a hotel because of various reasons.

Christian

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Update by christian76
Sep 07, 2013 2:31 pm EDT

Hello Regi,

Thank you for your reply. My reservation number is [protected].

Best,
Christian

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DishumTimes2
Vancouver, CA
Sep 24, 2013 11:30 pm EDT
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Hey Christian,
Have you received any resolution on this yet? If it is even half as tragic as it sounds then this is a very sad situation. It is unfortunate that booking.com chooses to be an agent and represent this kind of property management outfit on its site. We all look for booking.com to provide only the best solutions and options for our travel accommodations. This is definitely counter-intuitive to that belief.
Good luck.

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10:19 am EDT
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Booking.com credit card details

Credit Card Details taken!
Over the years myself and my wife have successfully used booking.com and have never had a problem, until recently... A month ago, my wife received a call from our bank asking if she had used her credit card for online purchases that day (as one had been declined) - it turns out they were criminals using her card unauthorised!, please note: we are very careful with our data, pin numbers, statements, etc.. we shred everything & cover up pin numbers / check bank details daily.. The bank cancelled her card and sent another through the post.
Today we received another call from the bank with yet another 2 unauthorised transactions! My wife has only used the card once - with booking.com to secure a hotel booking! And thinking back to the previous transactions on the old card, a "secure" payment was made just before the unauthorised transaction happened!
Be aware that booking.com take you details "securely", but then pass your details to hotels, etc.. unsecurely!

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yu wang
, US
Oct 21, 2015 11:35 am EDT

I agree with u!never use booking.com! It happened twice after I used booking!!!

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3:49 pm EDT
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Booking.com cancellation of a reservation

Hello,
Me and my friend reserved 3 rooms for 5 people in Center Hotel - Tallinn / Estonia from 7 August 2013 to 11 August 2013 through Booking.com on 28 May 2013. We are all engineers with different branches of electromagnetics and pursuing for our PhD's, therefore we need to travel a lot for conferences and meetings. Until now we have been using booking.com and the following unfortunate events happened.
My friend used her booking.com account, but I gave my credit card information for the booking. It was a 'Non-Refundable' reservation and we knew my card would be charged. I checked my bank account for the first week and we assumed the hotel would charge it some time later. But on 2 August 2013, my friend received an e-mail about cancellation of our reservation in this Hotel. We tried to renew the reservation but the hotel was full. So we had to book different hotels each of us, as there were hardly any hotel available in the price and comfort range we desired. As the owner of the card I suspected there was a problem about my card and I called Booking.com help line from +[protected] (in Turkish, As nearly all of us are from Turkey) and I talked to a Miss named Özkan on 2 August 2013 around 14:55, first. She told me that she understood my problem (as I was more worried about the extra money my friends would have to pay because of me, that time) and she took 'note' and they would inform the hotel about this matter, talk to her supervisor and call me back to solve the issue, She took my cell-phone number and we hanged up. About 6 hours later I recalled the number and this time I talked to one Mister Serdar and he told me that there was no 'red' error (which means my card was denied) or 'insufficient funds' (I had enough limit, clearly). He only told me that the hotel gave a response of 'invalid card' and that time no authority in this hotel could be reached. Serdar told me i would have a phone call to my number. I was relieved it was not due to my card or its bank, but still we had to reserve places and they were more expensive. I waited, meanwhile my friend sent me a message from booking.com C.S team member Arif Altun
"We asked the Center Hotel about the reservation which has been cancelled due to Invalid Credit Card. Eli from
reception told me that they cannot activate the reservation and you have to make a new booking."
I wasn't called or informed in any way including e-mail or phone and yesterday evening (3 August 2013) I couldn't help it and I called them for the third time. This time I reached Miss Başak from the CS number of booking.com and she told me that they looked it up and on 29 May 2013, the hotel supposedly tried my card and it was rejected. After this the hotel informed the mail address(My friend's e-mail, not mine) through booking.com. I asked this to my friend and she said she never seen such message not in her inbox nor in her spam. I called my bank and learned that there was no declined transactions (as they can see declined transactions and trials to withdraw money from my accounts).
Now I feel disappointed as booking.com was a travel provider who seemed solid and clear about its business. I have been using booking.com for 3 years, but they clearly do not care about their clients due to the floating responses of their CS squad. I am thinking of making a complaint about them to Consumers Consultative Committee of both Turkey and UK as I was aggrieved by this situation and my friends and I had to look for other hotels, our time was wasted and we booked more expensive hotel rooms now.
Sorry for the long complaint form, But this all happened.
Can Suer B.Sc., R.A.
ITU Electromagnetic Research Group
[protected]@gmail.com

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Update by Can Suer
Aug 06, 2013 4:32 pm EDT

Hello Lissa,

The thing is this cancellation was done on 2 August 2013. If the property cancelled it like you pointed out, they would have cancelled it on 31 May or 1 June 2013, not 2 months later, which is also 5 days before our check in date... Tomorrow we'll be in Tallinn. I hope there won't be any other problems regarding our 'new' reservations...

Can

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Booking.com cancellations

I made a reservation for a hotel for a weekend break in october! 2 months in advance. By reading terms & conditions I thought if I cancelled before 3 days I wont be charged. Turned out this is wrong! After cancelling reservation after only 3 hours. I was told I would br charged!
Called booking. com and their poor customer service excells again. I was told they would ask the hotel & call me back. Still waiting for that phone call.

My bank has been told!

But annoyed how they advertise free cancellation & yet its not.

My friend even read it the same as myself!

I will never use booking. com nor will anyone I know.

Dont use them!

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loizosl
, CY
Jul 31, 2013 8:41 am EDT

i booked and before the date that i allow to cancel i cancelled my recervation at the hotel. but unfortunetely my credit card charged for the first night 121 euro. when i call booking they told me that i never cancelled the booking and if i have evidence i have to sent to them (like screen save) thanks to God i save their anwer of cancelation and i sent it to them. but they said to me that their is not date on it. after that i found from my history the exact date of the cancelation with the time . but also they find stupid reason refuse to return my money back. pls help me. where i can complain officialy.

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11:18 am EDT
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Booking.com can't even submit my complaint!!!

This is what I was going to submit as my complaint but it won't let me submit it on booking.com!

Where to start... We arrived at the hotel to find it was shut! I rang the number on the door to be told it was the Marina Rey Hotel, we went it to be told that the hotel we booked was closed and that the confirmation we had was just that, a confirmation of booking and we needed to pay. We asked where the secure parking was to be told that it was closed due to the floods last September- why this is still advertised as something we could use when its not available, i don’t know! Also, we requested a Hot Tub when making the booking to be told at reception that we had the wrong room and the penthouse would have actually been cheaper and we would have to pay an extra €30 per night to use the hot tub anyway. Once checked in, the room looked quite nice, apart from the odd issue, ie. Broken steps. The following morning, we had no hot water- therefore after a freezing shower to start the day off- it was sorted out quite quickly. 2 of the 4 pools were out of use (not including the 4 which were actually part of the hotel we booked and wanted to stay in!) The restaurant was closed until 6 days into our holiday (when the hotel we signed up for re opened) and the 'cafe' consisted of a few trays of food that looked like they had been there since the floods last year! The hotel stunk everywhere everyday! It seemed like the sewers were in the corridor's and something really wrong with their pipes! We went to play pool in the 'games room' which we couldn’t use as the lights weren’t working- we gave up at this point and went out! The wifi kept going off, which we were quite patient with the first couple of days but then when we really needed it, after 1 and a half hours, 3 phone calls and no return call, I was about to go down to reception to see if i could use that wifi, when the door handle came off in my hand! I eventually opened the door, which was a challenge as the spindle had broke off into the handle! I went down to reception and was told to wait there for the maintance man to fix it and come back, after about 40 minutes i said to reception that i would go back up and see how he was getting on, to find that my boyfriend said he had fixed it and left about 20 minutes before i came in! We had a slight issue with being bitten, which we thought was just midgies/mosquitoes but as we found several bed bug type insects, we think this was probably the culprit! This would not surprise me as the cleaners came once in the week we were there! The building work- that the receptionist admitted was taking way longer than it should have started at 7am most mornings- something that you don’t really want on a relaxing holiday! I went on holiday for a relaxing time and after all of the above, I came home to feel I needed a further holiday. When I came home, I checked trip adviser to which the hotel we should have been in- ie booked! Had quite a good review, the hotel that we were put in on the other hand has more bad reviews than bed bugs! I expect a response before the 28th June 2013.

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Update by Kylie87
Jun 20, 2013 11:15 am EDT

This is what I planned to submit as my complaint, although it seems that the booking.com website won't let me!

Where to start... We arrived at the hotel to find it was shut! I rang the number on the door to be told it was the Marina Rey Hotel, we went it to be told that the hotel we booked was closed and that the confirmation we had was just that, a confirmation of booking and we needed to pay. We asked where the secure parking was to be told that it was closed due to the floods last September- why this is still advertised as something we could use when its not available, i don’t know! Also, we requested a Hot Tub when making the booking to be told at reception that we had the wrong room and the penthouse would have actually been cheaper and we would have to pay an extra €30 per night to use the hot tub anyway. Once checked in, the room looked quite nice, apart from the odd issue, ie. Broken steps. The following morning, we had no hot water- therefore after a freezing shower to start the day off- it was sorted out quite quickly. 2 of the 4 pools were out of use (not including the 4 which were actually part of the hotel we booked and wanted to stay in!) The restaurant was closed until 6 days into our holiday (when the hotel we signed up for re opened) and the 'cafe' consisted of a few trays of food that looked like they had been there since the floods last year! The hotel stunk everywhere everyday! It seemed like the sewers were in the corridor's and something really wrong with their pipes! We went to play pool in the 'games room' which we couldn’t use as the lights weren’t working- we gave up at this point and went out! The wifi kept going off, which we were quite patient with the first couple of days but then when we really needed it, after 1 and a half hours, 3 phone calls and no return call, I was about to go down to reception to see if i could use that wifi, when the door handle came off in my hand! I eventually opened the door, which was a challenge as the spindle had broke off into the handle! I went down to reception and was told to wait there for the maintance man to fix it and come back, after about 40 minutes i said to reception that i would go back up and see how he was getting on, to find that my boyfriend said he had fixed it and left about 20 minutes before i came in! We had a slight issue with being bitten, which we thought was just midgies/mosquitoes but as we found several bed bug type insects, we think this was probably the culprit! This would not surprise me as the cleaners came once in the week we were there! The building work- that the receptionist admitted was taking way longer than it should have started at 7am most mornings- something that you don’t really want on a relaxing holiday! I went on holiday for a relaxing time and after all of the above, I came home to feel I needed a further holiday. When I came home, I checked trip adviser to which the hotel we should have been in- ie booked! Had quite a good review, the hotel that we were put in on the other hand has more bad reviews than bed bugs! I expect a response before the 28th June 2013.

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Booking.com overcharged at hotel

Booking also sent my credit card details straight to the motel. We altered our booking during our stay which the manager was perfectly happy with. We had to leave early for my honeymoon. When we left she charged us for the original booking without my authorisation because she had my card details. Now she is refusing to refund the difference. We also had a flood in.out room on our wedding night and all she did for two nights was put towels on the floor. She hadn't even called a plumber. I advised the manager I wasn't happy to pay for those two nights with no joy. Never stay at the Moruya motel. She ruined a time for me that should have been the happiest. I cannot get any help even from the bank as I have no written proof. But this wouldn't have happened if booking hadn't sent them my bank details.

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Booking.com terrible customer service and follow up of complaint

I booked a hotel with my wife for a long weekend in Amsterdam on May 16th via Booking.com. The hotel was terrible, dirty, noisy, and overpriced (we paid £ 140 a night), with no curtains in the room, a TV that did not work and for breakfast, awful instant coffee and only concentrated fruit juice. We were also charged an additional fee by the hotel to pay by credit card. There were not managers we could find, and on departure, when I asked to speak to the manager and/or owner, I was told the manager almost never came and the owner, never.
I complained also to Booking.com. before we even left.
The hotel denied we ever complained, and are refusing even to refund the additional card charge, while Booking.com are just denying any responsibility and saying we need to deal with the hotel directly.
Unfortunately, I can find no responsible body in the Netherlands to complain to either about Booking.com's service or the hotel (I live in the UK).
This is a service I will never use again, and advise others to avoid.

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Booking.com cancellation policy

Do not use this company. Their cancellation policy is wordsmithed to make sure that you pay a cancellation fee even if you change of modify the policy. I made a reservation for 3 nights with a hotel in SF. Booking.com's cancellation policy was that I would be charged a fee up to 100% of the 1st night's charge if I cancelled or modified within 24 hours of arrival. I had to cancel the last night, but since I was paying for the 1st 2 nights, I assumed based on their wording, that since I was paying for the 1st night, there would be no charge for the cancelled night (I travel for a living, so I've had to do this before, never an issue). They told me that I would be charged the fee anyway, just because I modified the reservation, even though I would be paying for 2 nights. All hotels are sold out in the area, so the room could easily be re-booked (and would be definitely), so they are getting double paid for a night based on language targeted to screw the consumer.

I also called Kimpton to try to make the change directly and they told me to talk to Booking.com and that I would have to pay the fee. The mgr I spoke with was rude (general booking, not the hotel itself) so I suggest that you do not use Kimpton Hotels either. Simple, poor customer service. Could have been easily resolved. I book about 250 nights a year for myself and employees that work for me worldwide. I will never use Booking.com again or Kimpton and I will not allow my company to use them either. I recommend that everyone reading this does the same.

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Booking.com credit card fraud

I had booked room in clarion hotel in Nairobi, Kenya from booking.com so my Card details went to their department only. Somebody used my card details on Paisapal in Nairobi, Kenya for 168$ as informed by my bank . This is not fair to the people who book online for clarion hotel. How can I eport it to the local authorities ? . As it is a  FRAUD and it is not good for hotel reputation and standards. I need help and advice ?

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Booking.com overcharged

I went through booking.com to make reservations at a local well known hotel. the room I requested for my son and his new bride on there wedding night, was a room with a fireplace, view of the water and a KING size bed. I paid $269.00 for this room.
After a day had passed I called my son to see how the room was. He said it was very nice but that the room came with 2 double beds. (They could have stayed home and had a queen size bed.) I called the hotel and they said that was what booking.com ordered. I then called booking.com and they told me that I ordered 2 doubles. When I looked at the price list, the double beds should have on only cost. $189.00 per night.. I specifically asked for a king size bed knowing it would cost more. It's over and done now but at least booking.com could do is refund the difference it the price of the room. They told me they would look into it and over a month later I still haven't heard from booking.com.

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Arthur Mielcarek
Schaumburg, US
Jan 29, 2015 9:40 am EST
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I used Booking.com to make a reservation at Best Western Airport Inn Phoenix in Phoenix AZ. It was one night reservation for $109.99 plus Taxes. Got the confirmation and all was set. Next day at the check-out I was informed that my stay was for three nights not one and that I was charged for three nights. My confirmation from Booking.com shows one room for one night. Hotel Rep said that they would fix it within two to three weeks. I used my Debit Card so the funds are gone till they post a refund.
I have used Booking.com many times before without any issues. I guess this is the last time.

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Booking.com misleading adverts

When selecting a hotel (or pub, B&B etc.) from Google maps, the pop up includes an advert from Booking.com which is often for another place with the same name. I was caught out by this and booked accommodation in the Rising Sun Cheltenham instead of Rising Sun in Lynmouth (screenshot attached) and paid a non-returnable booking fee of £65 for 1 night! Only by calling hotel several times did they kindly agree to cancel and just invoice me for the Booking.Com commission fee (£10). I have contacted Booking.Com by phone and email but they have so far not admitted any fault. I consider this to be very misleading.

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Booking.com stolen atm card information (travelex cash passport)

I used this Booking.com website last summer for booking a hotel in Netherlands for a week stay. Although I have used a lot of internet travel agencies for booking flights and hotels before with no problem, this was my first time using Booking.com, since it offered a much better rate compared to others at that time of purchase. I had a suspicious feeling about it, but I went ahead with my booking using my preloaded Travelex cash passport (similar to debit card in Euro). 1 week later, I was contacted by the card company for several suspicious activities that occurred over the week. At least twenty different purchases from all sorts of websites, mostly from USA but a couple from UK. Yahoo, Lacoste, you name it. Total of 800EURO. ALL GONE. I only used that Travelex card once, and that was with Booking.com. What's worse was that we were told that since it was a preloaded cash card, the company could only trace back some money, and most of it was lost. We only managed to get 150EURO back. I just heard today from my friend who also had a similar experience earlier this year with Booking.com. THIS WEBSITE IS NOT SECURE. I WILL NEVER EVER USE BOOKING.COM AGAIN.

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Ichthus
Reading, GB
Apr 22, 2013 12:01 pm EDT
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I know that Booking.com does not take any kind of payment from my card. However the security of my credit card was compromised on the very day that I started a foreign holiday that was booked through them and therefore I couldn't use the card after the first day. Where the security was breached I cannot say but my experience was exactly the same as a complaint thread listed above dating back to August 2011 - "Stolen credit card" (actually it was the details that were stolen, not the card itself), except that the sums involved in my case were much higher. I know that the fraud was not committed by Booking.com nor the hotels that I used, but the incident does seem somehow to be linked to the booking as it exactly coincided with the time that I was away from home and wouldn't have noticed the unauthorised payments. Indeed, I knew nothing of what had happened until the end of the holiday. That the card could not be used in Holland I put down at the time to the fact that very few Dutch businesses allow payment by credit card.

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Ichthus
Reading, GB
Apr 20, 2013 2:33 am EDT
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The same thing has happened to me. I used Booking.com to book a hotel in Waterloo, Belgium and another in Middelburg, Holland, and gave my Mastercard credit card number. We arrived in Waterloo on Monday, 15th April and checked out on the 16th. Later that day we checked in at a hotel in Middelburg, staying until this morning. The fraudulent transactions on my card took place on Tuesday 16th for over £1000. On the evening of the 16th I tried to use the card in a restaurant in Holland and it was refused and I haven't been able to use it since. On Wednesday 17th my credit card company left a message on my phone at home to contact them as they suspected fraud and thus had blocked the card. I didn't get the message until this afternoon (19th) when I arrived home. Fortunately the card company were on the ball and suspected something was up when there was a transaction on Tuesday, 16th, for over 1000 pounds sterling from a John Lewis store and several smaller claims for car hire (in Brazil, they said). Also the card company told me that they had been contacted to change some of my personal details, including my mobile phone number. I have NEVER given details of my cards to anyone, even my wife, and am always VERY careful with transactions. This is the first time ever that I have been the victim of credit card fraud.

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Booking.com charged for nothing

I booked 4 single night stays at various places in France and England on a tour I was planning to take. I was then offered accommodation with friends and family along the route instead, so I cancelled all my bookings and got an email confirming it all, 4 months before the date of the trip. A week after I got back, a large payment was taken from my bank; it was one of the hotels I'd cancelled. I went immediately onto the website and found that all but one were showing as cancelled, although I knew for a fact that I had cancelled them all as I double and triple checked at the time. I called bookings.com customer service and was just told they were sorry, they wished there was something they could do about it, but the booking didn't show as cancelled on their system. I said I had the confirmation email in front of me, and they said that I should take it up with the hotel, and send them the cancellation email and sometime in the next few weeks they "might" refund me. I said that wasn't good enough, as their having taken this payment would mean I couldn't pay my rent or eat this week. Their response: "Oh well sir, I'm sure your friends will help you out"! Unbelievable! I'll never use these guys again!

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Reviewer28446
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Jan 23, 2016 1:14 pm EST

They are rude and obnoxious! Terrible customer service. Stay away!

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Beryl Zimmer
Braintree, GB
Nov 16, 2011 11:56 pm EST

Advertised as light disruption, but in fact the noise level from lifts going up and down and workman banging and crashing and shouting to each other at building site opposite unbearable. Had to keep blinds shut as felt like we were in a goldfish bowl as workmen opposite. Leak in air conditioning unit and carpet soaking wet most of our stay.
5 nights stay cost £1266.00 and we had to be up by 7 am every morning as the builders started and felt this was unacceptable for the price paid. Did complain to the hotel reception but no discount offered

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smallville801
, PH
May 22, 2013 8:29 pm EDT

If you are new to this booking process. Think twice. We made a reservation and bookings.com will tell you its confirmed but will not send to you any clear itinerary so you wont be aware and probably search for another. You will then be surprised when you'll receive a noshow email and automatic charge to your card. That is when you will check on them and will tell you... " if you did not receive this email (booking details), we'll be happy to resend it to you..." Resend for what? A token for :"charged for nothing?" Moreover, they will "clearly" tell you this time that they have referred this to the hotel.

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Booking.com lack of customer service and resolution

I have been using Booking.com for last six months and find that it is a simple booking process. However when it comes to resolving issues they are very quick at referring to the Terms and Conditions on their website. Out goes any desire to understand and empathize with the customer. No interest in understanding the customer issue or how to assist the customer. They seem only interested in their commission from the booking.

I recently had a case where I flew 24 hours from Sydney to Manchester with my son only to find the property that I had booked was not what it was made out to be on the website. There was no one there to receive me and security guard at the property told me there was no such hotel at the address. I had a confirmed booking at the premises and had informed them of my arrival time. When I called the contact number for the property there was no answer.
The Booking.com agent was very helpful but when I was put to her supervisor he threw the book at me. I incurred approx USD200 in roaming costs trying to convince the Supervisor that they had responsibility to find me another accommodation and for the additional costs that I was incurring as a result of the property not being there. He kept on referring to the fact that they were not liable. I am very disappointed in their attitude and I could carry on about my experience. They agreed to find me alternative accommodation 30 miles away from Manchester. However they told me that the travel costs to and from the hotel to Manchester will be my costs. It was the night of the United Vs Real match and according to them there were no properties available in Manchester. I had taken my son to watch the match and had booked the so called hotel three weeks in advance knowing how difficult it would be to find a hotel. I requested the supervisor to find me a non listed hotel but no luck. He kept on referring to the property 30 miles away. Not sure if Liverpool is 30 Miles away or further as the hotel was in Liverpool. I walked around Manchester with my son from 9am to 1:30pm calling into all the hotels until we found one.
My expectation was that they would find me alternative accommodation, pick up any additional costs to travel from that property and also my mobile roaming costs while on the phone to Booking.com trying to resolve the issue.
They only seem to care about the property and hotels that lit with them and not us the paying consumer

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Update by Yoda181
Mar 12, 2013 12:27 pm EDT

Here is another link where I have noted this issue http://www.productreview.com.au/r/booking-com/386743.html

Update by Yoda181
Mar 12, 2013 12:23 pm EDT

Thank you for your response. Booking reference [protected]. I have done at least 5 bookings through your site since November.

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Booking.com Customer Reviews Overview

Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers across the globe. With over 28 million listings, the platform is a one-stop-shop for all your travel needs. Here are some of the positive points that make Booking.com a preferred choice for travelers:

1. User-friendly interface: Booking.com has a simple and intuitive interface that makes it easy for users to search and book their preferred accommodation. The website is well-organized, and users can filter their search results based on their preferences.

2. Wide range of options: Booking.com offers a vast selection of accommodation options, including hotels, apartments, villas, and hostels. Users can choose from budget-friendly options to luxury properties, depending on their budget and preferences.

3. Competitive pricing: Booking.com offers competitive pricing, and users can often find great deals and discounts on their bookings. The platform also offers a price match guarantee, ensuring that users get the best possible price.

4. Reliable customer service: Booking.com has a dedicated customer service team that is available 24/7 to assist users with their queries and concerns. The platform also has a user-friendly cancellation policy, which makes it easy for users to modify or cancel their bookings.

5. Trustworthy reviews: Booking.com has a robust review system that allows users to read and write reviews about their experiences with different properties. The platform verifies the authenticity of reviews, ensuring that users can trust the feedback they read.

Overall, Booking.com is a reliable and user-friendly platform that offers a wide range of accommodation options at competitive prices. With its trustworthy reviews and reliable customer service, it is a preferred choice for travelers across the globe.

Booking.com In-depth Review

User Interface and Navigation:

Website Design and Layout: Booking.com has a clean and modern website design with a user-friendly layout. The interface is visually appealing and easy to navigate.

Ease of Navigation: The website's navigation is intuitive, making it simple for users to find what they are looking for. The menu and search bar are prominently displayed, allowing for quick access to different sections of the site.

Search Functionality: The search function on Booking.com is highly efficient and effective. Users can easily filter their search results based on various criteria such as location, price range, and amenities.

Booking Process:

Availability of Accommodation Options: Booking.com offers a wide range of accommodation options, including hotels, apartments, and vacation rentals. Users can easily find available options in their desired location.

Booking Options and Flexibility: The platform provides users with flexible booking options, allowing them to choose their check-in and check-out dates, as well as modify or cancel their reservations if needed.

Payment Methods and Security: Booking.com offers secure payment processing, ensuring that users' personal and financial information is protected. Various payment methods are accepted, including credit cards and PayPal.

Customer Service:

Responsiveness and Communication: Booking.com's customer service is highly responsive and provides timely communication. Users can expect quick and helpful responses to their inquiries and concerns.

Support Channels: The platform offers multiple support channels, including phone, email, and live chat. This allows users to choose the most convenient method of communication.

Problem Resolution and Refunds: Booking.com is known for its efficient problem resolution and refund process. In case of any issues with bookings, the customer service team works diligently to find a satisfactory solution for users.

Accommodation Options:

Variety and Range of Accommodation Types: Booking.com offers a wide variety of accommodation types to suit different preferences and budgets. Users can find everything from luxury hotels to budget-friendly hostels.

Quality and Cleanliness of Accommodations: The platform ensures that the accommodations listed meet certain quality standards. Users can expect clean and well-maintained properties based on the provided descriptions and photos.

Accuracy of Descriptions and Photos: Booking.com strives to provide accurate descriptions and photos of the accommodations. Users can rely on the information provided to make informed decisions about their bookings.

Pricing and Deals:

Competitiveness of Prices: Booking.com offers competitive prices for accommodations. Users can often find great deals and discounts, especially during off-peak seasons.

Transparency of Pricing: The platform ensures transparency in pricing, displaying all applicable fees and taxes upfront. Users can easily see the total cost of their bookings before making a reservation.

Availability of Discounts and Special Offers: Booking.com regularly offers discounts and special offers on accommodations. Users can take advantage of these deals to save money on their bookings.

User Reviews and Ratings:

Reliability and Authenticity of Reviews: Booking.com maintains a reliable and authentic review system. Users can trust the reviews and ratings provided by other guests who have stayed at the accommodations.

Overall Rating and Average Scores: Each accommodation listing on Booking.com is accompanied by an overall rating and average scores for different aspects such as cleanliness, comfort, and location. This helps users gauge the quality of the accommodations.

Filtering and Sorting Options for Reviews: The platform offers filtering and sorting options for reviews, allowing users to easily find the most relevant and helpful feedback from other guests.

Mobile Experience:

Mobile App Availability and Functionality: Booking.com has a mobile app available for both iOS and Android devices. The app offers the same functionality as the website, allowing users to search and book accommodations on the go.

Responsiveness and User-Friendliness on Mobile Devices: The mobile app and mobile website are highly responsive and user-friendly. Users can easily navigate and make bookings using their mobile devices.

Features and Benefits of the Mobile App: The mobile app provides additional features such as push notifications for booking updates, exclusive mobile-only deals, and the ability to save and manage bookings offline.

Loyalty Program:

Benefits and Rewards for Frequent Users: Booking.com offers benefits and rewards for frequent users through its Genius loyalty program. Members can enjoy perks such as free room upgrades, late check-outs, and exclusive discounts.

Membership Tiers and Perks: The Genius loyalty program has different membership tiers based on the number of bookings made. As users move up the tiers, they unlock additional perks and benefits.

Ease of Earning and Redeeming Points: Earning and redeeming points in the Genius loyalty program is straightforward. Users earn points for each completed stay, and these points can be used to unlock discounts on future bookings.

Additional Services:

Car Rental and Airport Transfers: Booking.com offers car rental and airport transfer services, making it convenient for users to arrange transportation during their trips.

Activities and Tours Booking: Users can also book activities and tours through Booking.com, allowing them to plan their entire trip in one place.

Travel Insurance Options: While not directly provided by Booking.com, the platform partners with insurance providers to offer travel insurance options to users. This provides an added layer of protection for travelers.

Privacy and Security:

Data Protection Measures: Booking.com takes data protection seriously and implements measures to safeguard users' personal information. The platform complies with relevant privacy regulations.

Secure Payment Processing: The payment processing on Booking.com is secure, ensuring that users' financial information is protected during transactions.

Privacy Policy and Terms of Use: The platform has a comprehensive privacy policy and terms of use that outline how users' data is collected, stored, and used. Users can review these policies for transparency.

Overall User Experience:

Overall Satisfaction and Recommendation: Users generally have a positive experience with Booking.com and are likely to recommend it to others. The platform consistently delivers on its promises and provides a reliable booking service.

Strengths and Weaknesses of the Platform: Booking.com's strengths lie in its extensive accommodation options, competitive pricing, and reliable customer service. However, some users may find the search results overwhelming due to the sheer number of options available.

Comparison with Competitors: Booking.com stands out among its competitors due to its wide range of accommodation options, competitive pricing, and user-friendly interface. It is often considered one of the top choices for booking accommodations.

Pros and Cons:

Key Advantages of Using Booking.com: Booking.com offers a user-friendly interface, a wide range of accommodation options, competitive pricing, and reliable customer service. The platform also provides a loyalty program for frequent users.

Potential Drawbacks or Limitations: Some users may find the overwhelming number of accommodation options on Booking.com to be a drawback. Additionally, the platform's cancellation policies may vary depending on the property, which can be a limitation for some users.

Summary and Conclusion:

Final Thoughts and Overall Assessment: Booking.com is a highly recommended platform for booking accommodations. It offers a user-friendly interface, a wide range of options, competitive pricing, and reliable customer service.

Who Would Benefit Most from Using Booking.com: Booking.com is suitable for all types of travelers, from budget-conscious individuals to luxury seekers. The platform caters to a wide range of preferences and budgets.

Recommendations for Improvement: One area for improvement could be providing more detailed information about cancellation policies upfront to avoid any confusion for users. Additionally, enhancing the search filtering options could help users narrow down their choices more efficiently.

How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com

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Is Booking.com a legitimate website for booking accommodations?

Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.

Can I trust Booking.com with my personal information?

Booking.com has security measures in place to protect user data, but it's always a good idea to read their privacy policy to understand how your information is used.

Are the reviews on Booking.com genuine?

Most reviews on Booking.com are from verified guests who have completed their stay, but as with any platform, it's important to read multiple reviews to get a well-rounded understanding.

Do the prices on Booking.com match the actual costs of accommodations?

Booking.com aims to provide accurate prices, but it's still important to double-check the final price, taxes, and fees during the booking process.

How reliable is Booking.com's customer service?

Booking.com offers customer support through various channels, but individual experiences may vary. Be sure to check online reviews for a better understanding of customer satisfaction.

Are the pictures and descriptions of accommodations on Booking.com accurate?

Property owners and managers provide the photos and descriptions, so while Booking.com attempts to ensure accuracy, it's always best to research the property independently as well.

Can I get a refund or modify my reservation on Booking.com?

Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.

Are the special deals and discounts on Booking.com legitimate?

Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.

Will Booking.com charge hidden fees during or after the booking process?

Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.

Can I trust Booking.com with my credit card information?

Booking.com uses secure technology to protect your credit card information, but it's always a good idea to monitor your statements for any suspicious activity.

Is Booking.com affiliated with any reputable organizations?

Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.

How long has Booking.com been in business?

Booking.com was founded in 1996, and has since grown into a well-established online travel agency.

Are there any known scams associated with Booking.com?

Like any online platform, Booking.com may occasionally be targeted by scammers. It's crucial to be vigilant and report any suspicious activity to their customer service.

Is Booking.com's mobile app safe to use?

The Booking.com mobile app is considered safe, but always download it from official app stores and read reviews to ensure you have the genuine app.

How does Booking.com handle disputes between guests and property owners?

Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.

Does Booking.com have a loyalty program, and is it worthwhile?

Booking.com offers a loyalty program called Genius, providing benefits such as discounts and perks. Users should evaluate if the program suits their travel needs.

Are the star ratings on Booking.com reliable?

Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.

Does Booking.com guarantee the lowest prices for accommodations?

Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.

How can I contact Booking.com, a trusted online travel agency, for assistance with bookings or inquiries?

Need assistance with your bookings or have inquiries? Contact Booking.com at +44 203 320 2609 or +1 888 850 3958. Their helpful customer support team is ready to assist you with your travel needs.

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