Menu
Booking.com Customer Service Phone, Email, Contacts

Booking.com
reviews & complaints

www.booking.com
www.booking.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Booking.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Booking.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Booking.com reviews & complaints 1689

Filter reviews by rating
5
6519 reviews
4
1 review
3
1 review
2
6 reviews
1
13 reviews
Sort by:

Newest Booking.com reviews & complaints

ComplaintsBoard
E
1:31 pm EDT

Booking.com Not being refunded

Had to cancel a hotel because of COVID-19, the hotel refunded booking.com but they refuse giving me back the money... This is after spending days on the phone (after a 40 minutes wait till they answer the call)

I have the e mails from the Hotel requesting Booking.com to give back the money but to no avail...

They don't give any reason, just a simple no...

This happened for a reservation on January 31 2022

Reservation number [protected]

Desired outcome: I need the full refund

Read full review of Booking.com and 1 comment
View 0 more photos
Hide full review
1 comment
Add a comment
B
B
*Blue-Eyes1
Oroville, US
Jun 25, 2022 8:57 am EDT

same here. contacted Booking.com and the motel and no refund.

ComplaintsBoard
R
6:13 am EDT

Booking.com Fraud on my credit card.

This is Raja from South Africa.

I am an Genius Level 2 user from last 3 years.

I made a few bookings using @bookingcom

last week using my Woolies Credit Card for my Trips.

This Morning when i check my Credit card statement I was shocked.

I can clearly see an FRAUD Transaction as below done by

@bookingcom

THE TRANSACTION IS AS BELOW

HOTEL AT BOOKING .COM

Amsterdam NL

ZAR 12 304

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
L
3:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com I was charged 616 euros for a booking that was not confirmed in my booking.com account.

I will describe my issue below.

When I started to plan my trip to Scleersee in Germany, I tried to book a room at Das Maximilian by stayFritz. I did not receive any confirmation for this booking nor in in my booking.com account, or in my mailbox. I also tried to log in with my Facebook account but I could not find anything. At that point I thought that the booking was not completed and I booked another property, same dates and nearly the same location).

One day before the trip I received a message from Maximilian by stayFritz, asking me to check in online. At that moment I understood that booking was indeed confirmed, but i had never been informed.

How did booking.com technical issues lead to the wongfull charge of my account of 616 Euro:

When I did the booking, I logged in to my booking.com account from my computer, Sign in to Booking.com with Google, with my address [protected]@gmail.com (please see screenshot below).

After following the above steps, the confirmation of the booking was not sent to my main account, but to a very old email that I haven't used for a very long time and I do not have acess: [protected]@yahoo.com. This was obviously not expected as I did not select this address above, I do not have an account with this email address in booking.com and there are no saved passwords in my computer related to this email address. Given that this is an obsolete email address that I no longer have access to, I did not receive the booking confirmation, I was not informed about this booking and I was charged the full price.

Secondly, on the 15th of June at 19.27 I called booking.com and it has been confirmed to me that Booking.com will cancel the booking immediately on my behalf and they will ask the hotel manager to waive the 100 Euro cancellation fee. They also confirmed that they will call me back to inform me (all recorded). Given that I had no means from my end to cancel the booking (I had no booking pin), I completely relied on this phone call.

Finally, later I learned that the booking was not canceled and no one informed me, In addition, I was charged the full amount. Had I been informed on time that the booking was not canceled, I would have arranged something and asked a friend to use the room that was already paid. In addition, booking.com took the decision on my behalf and decided not to cancel the booking. Had the booking been canceled and sold again, maybe the owner would not have charged me the full price.

With this background, booking.com technical issue to send me the confirmation to obsolete email address, and inability to inform me about the fact that it could not be cancelled, as well as misinformation that the cancellation fee is only 100 euro, I hereby request booking,com to pay 616 euro in my account. I have been a customer for a very long time and I am very disappointed and frustrated for being charged 616 euro for a service I did not receive, and for issues that were out of my control.

Thank you in advance for your understanding,

Kind regards,

Desired outcome: Booking.com does not accept the claims.

Read full review of Booking.com
Hide full review
ComplaintsBoard
H
2:38 pm EDT

Booking.com Apology with refund of the difference please

Absolutely Diabolical company - Confirmation number [protected].

All booked, confirmed, including pay at the hotel - 2 days prior after several emails chasing money, I called the hotel, to find out that they had never heard of me at all.

The hotel was to cost £115.20 including parking and breakfast, we ended up paying £334 + £20 parking - so thanks for nothing Booking.com - and to think we would have been wandering around in Limehouse trying to find another hotel, had I not gone on instinct. I will not be using you again, and was rather shocked seeing your reviews on the complaints section of your website! I would like to ask for a refund of the difference which you caused me to have to pay, but I wouldn't imagine reading the reviews, that I will even hear from you again!

Read full review of Booking.com
Hide full review
ComplaintsBoard
E
12:00 pm EDT

Booking.com Cavendish hotel Eastbourne

This appear on Booking.com as a four star hotel. However it is nothing of the sort.

MY complaint is about he information on your website. I booked this hotel as it appeared to be a four star hotel on your website. However it is anything but. We are paying four star prices for Dirty dates bedroom, no lift, except the dirty staff lift staff area of the hotel.

We have no serving of bedrooms so we have to do it ourselves, and all for a premium price.

Complaining is a waste of time, and suggesting that we should have a refund of part of the cost for services that are broken /not offered/ and staff, such as they are who are obviously weary at the number of angry residents, are basically rude and uncaring.

If Britannia Hotels have a problem throughout their portfolio, then I suggest that it should be highlighted on you website.

We are cutting short our visit as their attitude is that it’s high season so lump it.

I’ve stayed in a lot of of hotels and run several, but I have never come across anything like this.

PLEASE make notesbon your website that this offers nothing and is in quite disgraceful condition.

Desired outcome: Amendment to the hotel entry on Booking .com . We are checking out early as it’s so disgusting and will get a refund of the remainder of the booking

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
8:40 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com False advertising and fraud

Booking.com is advertising an Aparthotel named King David Apartments in Vienna, as being Smoke free, air-conditioned, Kitchenette, Covid protocols being followed etc. I will change my name if they are doing 10% of cleaning they advertise. Also showing fake images of kitchenette and clean surroundings. It was an absolute NIGHTMARE dealing with this hotel to even get key to a room.

We were in Vienna for a short weekend getaway and roamed around the city during the day. Reached King David's Apartment by 21.00 that we had booked via Booking.com paying around 100 Euros. As soon as you step into the building, you won't even pay 30 Euros. People with children, you do not want to stay here. Its an old, dirty building and whole building reeked of smoke. There was no Covid protocol followed when Covid and Monkey Pox cases are spiking up. I had communicated with them before and they had said room will be ready for check-in at 15.00 hours. I reached there close to 21.00 and still didn't get a key to the room. They took 3 hours to offer me a room at around 23.40 during which time my kids were petrified because they had to stand on the road at night, for a long time, while we hustled to get a key to the room, which we had pre-paid for. There was a tall guy literally running around with keys to all rooms and opening all rooms. Heard screams from men & women from many rooms as this guy was trespassing, unlocking all doors and entering other people's rooms to check for an empty room. We also saw a man come out of his room in his undies, shouting and chasing after that tall guy but he had ran by then.

Knowing that my kids are seeing all this was killing me inside! I felt I brought my kids to a creepy place at night and ruined their young minds. We tried to activate plan B, which is to book another hotel, but at 22.00 hours no one was offering us any room. Finally the room King David's Apartment offered us was a used one. Beds were slept on and comforters crumpled, used towels were hanging in bathroom, dining area messed up, trash can full from previous guest, hair on pillow cover, no soap or fresh towels and what not. I have never had such gross experience in my life. Funny I bought grocery before coming to this room thinking it has a stove top, from the images of kitchenette they advertise on Booking.com. There is no kitchenette or dinnerware. There’s only a microwave and fridge. The beds were uncomfortable, there was no air-conditioning, again falsely advertised on Booking.com, and it was hot, windows had to be kept open. We didn’t get any sleep due to vehicle noises on road, all night.

I want to sue both Booking.com and King David Apartments, for giving us a traumatic experience, putting my kids through danger of no roof over their heads in a foreign country. The horrifying experience will haunt my kids and linger in their minds like a bad memory for a long time. And what kind of place is that where someone can lay their hands on everyone’s room keys? At last found out the tall guy was a guest and got his hands on all keys when no body responded to him about his room. Still I don’t appreciate someone entering others’ rooms just because they got the key. I would avoid such places like plague. I complained to Booking.com but they still have them listed on their site, so I don't understand how to save other's from this horrifying experience. For me it was a NIGHTMARE on a family vacation with little kids.

Desired outcome: Booking.com should compensate me for the traumatic experience my family. Also they should remove this listing or advertise correctly so people know what they are getting into.

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
11:11 am EDT

Booking.com Payment taken for a booking cancelled by owner.

I booked Happy cottage, reservation no. [protected], in The Yorkshire dales for 1 night for 3 people on Good Friday.

2 weeks before we were due to go the owner cancelled the booking. I was then advised by booking.com that they were going to take the money for the booking. I then contacted the owner to make sure that this did not happen.

The money was still taken.

Having contacted booking.com 3 times, who each time assured me that they had contacted the owner and that they would make a refund. Each time I have not received a refund. 2 weeks ago I contacted the owner who said she had no idea and would look into it.

Still no refund. The whole thing is a shambles and I shall never use booking.com again if they can not sort out this simple issue.

Desired outcome: A simple refund of £75

Read full review of Booking.com
Hide full review
ComplaintsBoard
M
2:22 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Am unable to speak to a person .

I have a debit dated 18/04/2022 on my card for $ 144.00 that I don't recognise .

It Reads-- HOTEL [protected] Sydney--.I wish to to know which Hotel has charged me.

Would you please provide the details of this booking

Thanking you,

Gordon Gay

Mob. Ph [protected]

email gkg.[protected]@bigpond.net.au

Desired outcome: Help to unravel Bank debit

Read full review of Booking.com
Hide full review
ComplaintsBoard
S
3:05 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Tente lodge la plage autet

On June 7th, my wife and I stayed at the Tente Lodge. We are hiking the Via Francigena, which runs near the Lodge, so we have no car or bike. We relied on the Tente Lodges' description of their onsite bar and restaurant and did not pick up food or refreshments before we arrived. When we arrived, the owner told us that the bar and restaurant had not yet opened for the season. The nearest restaurant or grocery store was 6km. away — too far to walk. The owner reluctantly offered to make us a sandwich, but the lack of a restaurant severely limited our enjoyment of the facilities. Our reservation no. was [protected]

Desired outcome: I think we are entitled to a refund of half the cost of the accomodations.

Read full review of Booking.com
Hide full review
ComplaintsBoard
F
12:04 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Someone stolen my credit card by booking.com

After I booked and saved my credit card info on your app on Sat 4/6/2022

someone used my card and book two times from Saudi Arabia (Atyaf Hotel)

on Friday 10/6/2022 at 20:44 Saudi time . Amount (603.76 SR) Saudi currency.

and second time with same Hotel and same amount on Saturday 11/6/2022 at 00:28 Saudi time. So total amount is (1,207.52 SR) which is equal 322 $ .

Then I canceled my credit card from bank .

So please inform me what should I do in this case and how you can return my money ? Important question: Shall I save my credit card number on your app or website next time?

Thank you..

Faisal Alkhaldi

+965 [protected]

Faisal.[protected]@yahoo.com

Read full review of Booking.com
Hide full review
ComplaintsBoard
L
11:07 am EDT

Booking.com Hard to get refund back from bookin.com

We were supposed to check into Red Roof Inn on May 6, 2022. We got there and the room was filthy. The manager agreed to refund our room cost. We immediately received the $50 charge from the hotel and was told the room charge would be refunded from booking.com. I called booking.com customer service on May 20, 2022 because we hadn't received our refund for $133.65 for the room cost. I was told they had to verify with the manager it was cancelled. We received email on May 21, 2022 from booking.com that refund was cancelled free of charge and would received funds in 7 to 12 business days. I called today on June 14, 2022 because still no refund. I was told it wasn't actually cancelled in the computer but it is now to far past cancelling date and has to go through their finance dept. and it should take 7 to 12 more business days. Uhhh so VERY FRUSTRATING. I feel like they are hoping I will forget about it and they won't need to refund us after all. I will not be using the booking.com again. I only hope we will get our money back.

Desired outcome: I want our refund of $133.65 we are due

Read full review of Booking.com
Hide full review
ComplaintsBoard
J
7:48 pm EDT

Booking.com Car Rental in South Africa

I booked and paid for my car rental just over 2 months ago. No problem.

However, I received notification yesterday that South African Airways cancelled my flight to Cape Town and rebooked us on a later flight. So I needed to change the pick up time to later. So, I phoned as this amendment online kept coming up with an error. Anyway, I was told that the difference I had to pay was over $600! I argued that I will be having the car for a slightly shorter time but they said that due to the live booking system that the car was now more expensive! I also think that Booking.com are fraudulently saying on the website that amendments are free! Rubbish. Why should I ever book anything through Booking.com if that's what's going to happen? We booked and paid early and now we are penalized because of the airline change? I think that you should not only refund my money but pay me the current live rate? If you can charge us and keep our money for that time, you should also have the same penalty. Very unhappy customer and would not recommend this service to anyone.

Desired outcome: All I wanted was to change the pickup time for my vehicle without any extra money having to be paid? Why should I pay more to have the car for less than half a day shorter? It's not my fault South African airways are in trouble.

Read full review of Booking.com
Hide full review
ComplaintsBoard
M
4:15 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Accommodation reservation refund

A reservation was made for 9 nights over the period 8 to 17 April 2022 and paid in full via Booking.com for accommodation along the coast line in Umdloti, KwaZulu-Natal in South Africa. 4 Days into the reservation the accommodation became untenable and the area was severely affected by a natural disaster. We informed both the Partner (i.e. Property Owner) and subsequently Booking.com of our circumstances when the Partner became unresponsive to us, requesting assistance with alternative accommodation arrangements for us. We were simply told by Booking.com and the Partner that they could not arrange alternative accommodation for us and the by the evening of 12 April 2022 the Partner told us to evacuate the property immediately. We pleaded with Booking.com and the Partner to give us a refund for the remaining nights of stay on the basis that we needed the funds to obtain alternative accommodation but they refused to do that as, Booking.com required the Partner's consent which the Partner refused to do. The Partner insisted that we must return to the property later in the year to complete the remaining nights of stay. By the morning of 13 April 2022, we checked out of the property and checked into a hotel for one night and then returned home on 14 April 2022. On 13 April 2022, Booking.com gave us an apology for the manner in which we had been treated because also at that point, the Partner was completely unresponsive to us and to Booking.com. It was on this note that Booking.com undertook to compensate us for the period of time that the property was untenable and to refund us for the remaining 4 nights of stay, going so far as to make it clear to us that the compensation and refund is from them and not the Partner. After we returned home, we made contact with Booking.com for both the compensation and the refund but Booking.com then advised that they would only compensate us but not refund us. Since then we have sent numerous communications to Booking.com via their platform and to date only the compensation has been paid to us but not the refund. Booking.com has now reneged on their undertaking to pay the refund which has resulted in numerous communications between us to which there has not yet been a satisfactory outcome.

Desired outcome: Please refund.

Read full review of Booking.com
Hide full review
ComplaintsBoard
R
4:45 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Incorrect booking for family vacation.

My name is ricky burch I am a disabled veteran. I booked a vacation condo for the dates of 6/3/22 to 6/5/22 in myrtle beach sc. First off when I arrived at the rental office they did not have a condo waiting for me. I had to show them my conformation on my phone to let them know that I was legit. So we had to wait around for them to find us something. Needless to say I did'nt recieve the ammenities I paid for. Such as free handicapped parking, beach access, and open air balcony. I myself was unable to visit the beach and my family had to walk about 3 city blocks to reach the beach. The rental place told me that the problem was not there fault and I needed to contact boooking.com with any complaints. My vacation was not good.

Desired outcome: some kind of refund or a free condo stay for a weekend

Read full review of Booking.com
Hide full review
ComplaintsBoard
G
9:09 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Rip off

1 to 6 June Tenerife Parque Santiago 3 private rental via Booking.com.

Flat 1063 £530.10 for 2 adults booking ref [protected] pin 8975

The flat was dirty and poorly maintained toilet even had the cistern flush broken and could not flush with nobody showing on the day reported.

Stayed only the first night and booked another hotel for remainder of holiday.

We moved to hotel Best Tenerife on 2 June at a cost of a further £318 ref [protected] pin 5500.

Contacted booking.com over phone and following a number of calls at my cost all I have been awarded Is £80.14 as a credit valid for a year.

This is totally unacceptable having had to pay a further £318 to move out of substandard accommodation offered via booking.com not even been able to recover at least the extra cost of having to transfer to decent accommodation!

Pictures of the poor condition of the flat were sent to booking.com vía there contact us service.

Desired outcome: That we at least recover the full cost of the alternate accommodation we were forced to book to move out of the substandard accommodation we were initially sold.

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
4:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Unauthorized charges on card

Booked a hotel on 01/05, I’ve cancelled, because of the location. The first booking confirmation email stated free cancellation in 24 hours. I’ve got the cancellation email on 02/05 and it also said it was cancelled for free. Got a payment notification on 12/05 and I was charged with the full amount. I’ve contacted costumer service several times to het the money back and finally on 19/05 the hotel sent it back, but they’ve charged the conversion on me. I’ve thought okay not a big deal and I will leave it. One week later on 26/05 they’ve charged me again with a random amount and I’ve contacted costumer service several times and didn’t get my money back since.

Read full review of Booking.com
Hide full review
ComplaintsBoard
W
2:38 am EDT

Booking.com H+Hotels Nuerenberg on 3.06.2022

Buchungsbestätigung

BUCHUNGSNUMMER: 3965.840.198

PIN-CODE: 8023

The drainage in the shower was clogged. The water entered even the bedroom. I made a complain, but the reception was prepared to discount one breakfast only. In total I had to pay Euro 197.58.

The price of a breakfast in Euro 30. I think that a discount of 50% of the roomprice would be approriate.

Kind regards, Willebrordus Wehmeyer.

Desired outcome: A discount of 50% of the roomprice would be reasonable

Read full review of Booking.com
Hide full review
ComplaintsBoard
K
4:44 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Atlantis Hotel Katerini (Greece)

We booked this accommodation back in 2020. Confirmation No.[protected] and Pin Code.8594

Due to COVID we were in lock down and could't travel. We tried emailing ringing this hotel in the past month but no answer. We got our relatives who live close by to visit the Hotel and they have told us that the Hotel has closed and is not operational.

We would like our full refund $1251 Australian that we paid at the time.

My email is

[protected]@optusnet.com.au

Desired outcome: to be provided with full refund as Hotel is not operational and has closedand I need confirmation someone has read this and is acting on it.

Read full review of Booking.com
Hide full review
ComplaintsBoard
S
2:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com trieing to cancel booking

i have been trieing to cancel all booking for craig and carolyn bathgate ,connor bathgate amber bathgate, peter bathgate and all other bathgate except damian and lauren bathgate at airth castle hotel as craig bathgate used stolen money from my mothers bank accounts to make this booking and wish booking .com to contact me about refunding me for this booking as its for 3 june 2022

Desired outcome: a refund to my account sort code 309986 account number [protected] as soon as possible so i can give back to mother

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
3:08 pm EDT

Booking.com Booking

I wanted to make a formal complaint about my latest experience with Booking. On Saturday the 28th of May I was supposed to stay in a room in Queens Guesthouse in Manchester. When my friend and I got there, we could already tell that we were in an unsafe environment because of the reception and receptionist's appearance. I do not mean to be rude, but the state in which the reception was, had nothing to do with the pictures. We checked in and got to the room. The corridors smelt and you could hear everything happening in other rooms. It was not clean at all. In the room there were spiders, there was dust everywhere, the paint in the walls was coming off and the walls were dirty, the window was open and broken so we could not close it... we were feeling really uncomfortable there and we were scared the receptionist was not going to be happy if we made a complaint as he was smoking in a room next door with his friends, which we could hear. It took us five minutes to find another room in a different hotel (through booking as well, please feel free to check), leave the room keys in the box that they asked us to, get a taxi and leave. Once we got in the taxi, we called booking to seek help and reassurance that we were going to get our money back. The person speaking with us over the phone had a poor English, but did reassure me that he was going to help me and that we were going to get the refund of the room. However, later on I got an email saying the opposite. I called again and the assistant said the same thing, and I insisted that I had already asked for a refund due to the situation that we just had experienced, and he said that he was going to try again to get our refund. Then, he said it was not possible, that he only offered me £17 for cordiality. I felt incredibly offended as he was not taking into consideration what my friend and I had just experienced. Two young women, alone in an unknown city, feeling unsafe in the surroundings of a hotel, in their room, which had a broken window, insects around the walls, dirty room and smelly atmosphere, and all I was offered to receive in exchange from booking, after being a loyal customer for years, was £17. I also asked the assistant to pass me with their manager several times and he said that it was not possible. I asked him to ask their manager to contact me at their earliest convenience and I am still waiting for a phone call to receive an apology on behalf of Booking and at least the money I paid for the room I never stayed in as compensation, not even considering the taxi I had to get and the price of a different room I had to pay. I will appreciate a reply at your earliest convenience. Thank you. Regards, Alba.

Desired outcome: An apology on behalf of Booking and at least the money I paid for the room I never stayed in as compensation.

Read full review of Booking.com
View 0 more photos
Hide full review

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

Expand Collapse all
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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Booking.com customer service

Phone numbers

+44 203 320 2609 +1 (888) 850-3958 More phone numbers

Website

www.booking.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Booking.com?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Booking.com Customer Service. Initial Booking.com complaints should be directed to their team directly. You can find contact details for Booking.com above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Booking.com. Discuss the issues you have had with Booking.com and work with their customer service team to find a resolution.