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Booking.com Complaints Page 42 of 85

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J
10:10 am EDT

Booking.com hotels they represent

They do not screen the hotel owners that they represent to determine whether or not they have criminal background and are past felons. Booking.com utilizes fraudulent marketing practices and does not put consumer safety first. Classless organization. I was threatened by an owner of a hotel and booking.com did nothing I did not care about the safety of my family. I will personally create our organization that will stop the fraudulent in an ethical business practices booking.com has all that millions of people know that you basically represent individuals who are not qualified to deal with the public and that safety is not an issue. I hope to see you have a business in the near future as that is the fee that you deserve.

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M
8:45 am EDT

Booking.com inappropriate environment and behaviour of the hotel representatives

Dear Booking.com Team,

Confirmation Number - [protected]

I had booked 2 rooms booked in Bunkyard Hostel from 01st to 12th Sep. When we arrived at the hotel. We saw that the environment was not favourable to us. People were from different culture, inappropriate dressing style, smoking around, playing loud music, etc which is not acceptable to our culture and virtues.

So that's why we decided not to stay in the Hotel. When we humbly asked the Hotel person to refund our amount. So he denied.

Since the hotel ambience can't be checked through online images we could not really conclude anything.

I asked them to deduct 2 days room charges, I asked to take 15% commission of which they paid to you (BOOKING.COM), at the most I also agreed on 1 room full charges. But not a single request was considered.

This is a big loss to us. And we will keep in mind from hereafter that which websites to go for when it comes to booking hotels in the future.

A very disappointing service by the Hotel personel and Booking.com.

I will recommend people to choose any websites for booking other than BOOKING.COM

It has also happened when we are booking hotels. Hotel directly cancels our booking because they have a high occupancy. So tell me how can we trust your website and plan our trips in the future, if this is the case.

I don't know what favourable reply I can expect from your end.

A big disappointment overall in terms of Customer Service.

Looking forward for your response in this case.

With Regards,
Murtaza Pipewala

[protected]@gmail.com

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M
5:45 pm EDT
Verified customer The reviewer confirmed their account using Facebook. Learn more

Booking.com hotel reservation

I made a reservation on 09/05/2019 on Booking.com for a room at the Kauai Shores Hotel for 8 nights. I found the same room at Otel.com for over $200.00 less. I called and sent a screen shot to Booking.com about there price match. This is the response I got. Thanks for your question regarding Booking.com's We Price Match. We're sorry to inform you that your claim at Kauai Shores Hotel can't be fulfilled because:
- This isn't the same room type
The room that you have booked is a 'Standard Room with Pool View' which will either have 1 extra large double or 2 large double bed and the screenshot shows that the room type is Double standard room which has 1 double bed.
I called the hotel and they said they only have standard rooms, no double standard. Both are the same room. Booking.com is lying about their price match. Reservation # [protected]

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A
3:56 pm EDT

Booking.com prepaid hotel room which was not honored

Booking#[protected], PIN#5333
On August 24, 2019 I made a prepaid booking for a hotel room on Booking.com. You sent me the email confirming the hotel was indeed prepaid. When I went to check in, the night clerk insisted that the hotel was not prepaid but rather just reserved. I showed him the email that stated that the room was prepaid and the clerk became very angry and hostile and told me I was wrong. He yelled at me and told me either I give him a credit card to pay for the hotel room plus security deposit or leave. I insisted the room was prepaid and he became more and more angry each time I told him this. At one point, he literally orderered me out of the hotel. I felt unsafe and threatened by him. I contacted Booking.com the following Monday to report what happened and they contacted the hotel. THe hotel lied about what really happened. I would like a full refund on my credit card and I would suggest that you no longer use that hotel. If you look at other customers reviews, similar incidents have happenend in the past. Please let me know when I can expect my refund. Thank you in advance. Agnes Smythe

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I
11:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Unsecured holiday accommodation leading to break in and safe ripped out and stolen.

Myself and my family (Mr Ian Gibson, Mrs Amanda Gibson and our three children Lucy - 20, Poppy - 18 and Jacob - 15,) have been on holiday to Coral Bay, Paphos, Cyprus staying in a detached villa (Villa Estia, Royal Paradise Gardens) for 10 days, starting Saturday 24 Aug 2019 (Reference no. [protected]). On Sunday 01 Sep 2019, we went out for dinner at 19:15, locking all the villa doors and windows as instructed by the owners of PrestigeBookings.com (Gerry and Angela, in resort). We returned at 21:50 and found that the villa had been broken into and the safe containing passports, flight tickets home, money, jewellery and insurance documents had been ripped out from the first floor bedroom wardrobe and stolen. We kept all our valuables locked in the safe as instructed by the owners upon our arrival at the villa. We also had clothing, footwear and personal effects such as jewellery and perfumes stolen as all the bedrooms rooms were ransacked by the burglars. Some of the personal effects were of great sentimental value and have caused an immense amount of devastation. When the police arrived they confirmed that the point of entry of the break in was the first floor sliding door to the main bedroom as the lock mechanism was faulty and not functioning at all, although it appeared to be locked and the handle in the correct position. A simple tug on the door handle from either side, and the door easily slid open - the lock catch did not engage with the plate in the door frame at all. We immediately contacted Gerry (who turned up extremely drunk and barely able to speak) and the local police force who also arrived shortly after. Angela was asked by myself if they had had any other break ins and she answered "Yes, back in February". Gerry later denied this and said that Angela must have been referring to somewhere else which we were suspicious of as it appeared he was trying to cover up Angela's comment. The police took a statement from my wife whilst I made numerous calls to cancel debit and credit cards, and arranged for a follow up visit the following day alongside a person from the Forensics department, who also confirmed that the faulty lock mechanism was the most likely point of entry. We received no apology from Gerry - all he seemed to keep saying was that it was extremely rare for this sort of this thing to happen in Coral Bay (not the view of some locals we spoke to during the days after the break in). The police questioned why the property was not alarmed, did not have CCTV installed and why the basic door locks were not working correctly but there seemed little concern from Gerry (it was also found that one of the downstairs bedroom doors had a faulty lock mechanism which is how it was believed the burglars escaped carrying the heavy safe). Myself, my wife and my children were absolutely devastated and felt extremely vulnerable that the burglars would return whilst we were actually inside the villa. The owners said that they would arrange for a separate lock to be fitted to the upstairs bedroom (where my wife and I were staying) but this did not happen. We then had to spend the rest of the holiday trying to arrange and pay for very costly emergency travel documents, flight tickets and car hire to get to Nicosia High Consulate office (an 8 hour round trip) - all very stressful in a country we are not native to. Gerry agreed to provide one night alternative accommodation without charge as a 'gesture of goodwill' as Villa Estia was booked for new holidaymakers after we'd left on 03 Sep 2019. I found the comment 'gesture of goodwill' quite insulting given that it was the lack of a duty of care on the owners' part to ensure the accommodation was completely secure. We all felt that Gerry, in his drunken state, had tried to suggest we had been responsible for the break in by not locking the doors and windows until the police proved otherwise. We had a terrible time trying to plead with the London and Nicosia High Consulate to make a special arrangement to have the emergency travel documents prepared and ready for us to collect before our rescheduled flights home (a cost of £1900) - at one point we were faced with having to fly back on the 16 Sep 2019 to get all 5 of us on the same flight, which we simply could not accept. We finally managed to pick up the documents from Nicosia on Tuesday 03 Sep 2019 (the day we should have been travelling home on our pre-booked flight) and spent the night in Gerry's alternative accommodation before leaving for Paphos airport and the journey home the next afternoon (04 Sep 2019). This episode has also caused additional stress, as a follow on from being issued emergency travel documents - our daughter Lucy is travelling to Majorca on Tuesday 10 Sep 2019 and after the London High Consulate issued hers with a statement saying she could use this to travel and return to the UK up to and including 17 Sep 2019 (not enough time to apply for and receive a replacement passport through the normal channels) - but now we are being told that this is not possible and that she is likely to have to cancel the trip to Majorca, at yet more cost. We have been trying to sort out this situation with the London office all day today (05 Sep 2019) and have still not yet had 100% confirmation whether she can go or not.
We arrived back home at 21:30 last night (04 Sep 2019), totally exhausted and devastated that our first family holiday abroad for 5 years, has been completely ruined by what has happened and what we have had to go through with such little help and support whilst in resort. We now have to try to claim back all our additional costs - c£3, 500 - and hope that it is felt that we have a very valid claim for compensation here.

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L
12:05 am EDT

Booking.com unlisting an apartment on booking.com - overcharging & bullying

Hi
I unlisted my apartment in Nov 2018 on booking.com via the app( As you are instructed to do) and called the call centre to ensure that all bookings were moved. I was told they would move any bookings and there were no more charges to pay.

Well this didn't happen and booking.com have handed me over to debt collectors & suing me for €550.00 for bookings that I didn't get & threatening me with all sorts of nasty threats.

How do I resolve this?
Louise Robinson
[protected]

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A
6:52 pm EDT

Booking.com Prepayment of hotel which refused to acknowledge that the room was prepaid when I arrived to check in

Hello,

I recently prepaid a hotel room in Montreal; the hotel was Baymont Inn and Suites by Wyndham in Montreal near the Montreal Airport. When I arrived the evening of August 24th to check in, the night clerk at the desk told me that my room was not prepaid but rather just reserved. I showed him the email that booking.com sent me but he refused to accept the email and insisted that the room had not been prepaid. He demanded that I pay in full for the hotel room plus the security deposit or leave. He was very rude, disrespectful and he made me feel unsafe. I felt he was ready to hit me. He ordered me to leave the hotel if I was not going to pay in full. I told him I was leaving and that I would never stay at a hotel that treated their customers that way. I felt unsafe and honestly felt he would harm me. I reported this to customer service at Booking .com the following Monday and they told me that they spoke to the hotel and the hotel told them that they were just asking for a security deposit. That is absolutely a lie and I am 100% telling the facts of what happened. I demand my money back and I recommend you do not use the hotel in the future. If you read some of the customer reviews of this hotel, this situation and poor treatment of the customer has happened in the past. Please feel free to reach out to me at [protected] with any additional questions or concerns. Thank you in advance. Agnes Smythe

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M
9:46 am EDT

Booking.com most incompetent booking platform out there!

Booking.com HELL or get your life back!
As a host: I have never ever seen any business as disorganized and completely incompetent as Booking.com. On top of it all, they refuse responsibilities for their mistakes. They do not respond to emails for days and longer, you can spend hours and hours on the phone being hung up on, call dropping, given wrong information, "they don't know", contact guests without your permission - and on the phone again for hours and hours days on end. The way they handle your money is horrid, when they give it to you-finally. They have no insurance. They say they are not involved with deposits, they do not collect or handle deposits yet tell people you will collect cash at the door and refund it the day of departure -how dare they! That is just one inconsistency statement they have. Where they say one thing then the other. Just about everything they say is inconsistent, untrue. T People book from there I suspect who can no book elsewhere. Also, it is a must that you have instant booking on yet they don't screen. You can not change much of your information, fees, deposits, name of your property-it all has to be done through them and you can't get through and it is a huge hassle-again. When there is trouble they caused they then say hey, were only a booking-yet that is not the truth. They go far into your own business- as some things listed above. They contacted guests without my permission causing an escalation of a problem, then told me they would be able to write a review (one riled up by them) if I don't have them removed- said by several of them, then the day changed and several tell you the exact opposite after following their explicit advise and procedures (that they themselves break) They charge 15% commission. Its all people from overseas and Hong Kong and various places who are unknowledgeable, do not care, and cause chaos. RUN don't walk away from these incompetents that will ruin your name and your business at a drop of a hat. They also have to find guests places to live when they arrive- they said that is common, they just call around to find them something in the area. LOL These people area joke.

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S
6:13 pm EDT

Booking.com no help with dispute for a tricked reservation

We booked refundable apartment with Pimlico Stay Apartments in London through booking.com. We clicked on a clearly labeled REFUNDABLE (in big red letters) apartmentment for 7. Without our authorization, the owners automatically booked us into 2 apartments, one for 6 and another up to 5, of which the second for up to 5 was unrefundable. We notified Booking.com within 12 hours that we wanted neither apartment since it was an obvious scam, Booking.com refunded one but told us we had to deal with the owner on the other. After many attempts, we finally contacted the owner by phone who was very rude and told us our contract was with booking.com, not him. After finally finding a phone number for booking.com to talk to someone (which is very difficult) they basically told us the issue was with the owner. We then disputed the charge with our credit card. Booking.com responded to CitiBank that we never tried to cancel (an outright lie) and refused to hear the case. We are now stuck with a $1033 bill that was a complete scam by both Booking.com and Pimlico Stay Apartments. I WOULD NEVER USE BOOKING.COM.

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J
6:09 pm EDT

Booking.com Unrefunded fees

On 8/15/2019 i booked a reservation at the Hotel Puerta de San Antonio in Cali, Colombia, but a few days after i had to cancel my reservation due fact that my Doctor said i should not travel cause of my torn knee( ligaments) are not healing well and will need surgery.I cancelled and did all procedures and Hotel kindly waived all fees and said i should get my fees back from Booking.com. Booking.com are refusing to give me my fees back and are giving me the runaround and even blamed hotel and my bank which i have called to confirm any fees refund.Til this day and it has been 11 days nothing from Booking.com.I'm a disabled man and can't afford to lose money like that.

Reservation code:[protected]

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H
11:57 am EDT

Booking.com cancellation of hotel booking

I input my holiday hotel reqirements to the booking.com website requestion accommodation with no cancellation fees. River House Hotel in Dublin came up and a booked it as I needed accommodation but knew I could cancel for free if I could get something better. I did find something better, again with no cancellation fees and booked it. When I then went to cancel River House Dublin, both Booking.com and the hotel refused to refund my payment. Booking.com passed my bank details to the hotel and therefore the hotel charged me. Both now refuse to either a refund in full or at least some form of compensation as the issue was with Booking.com's website.

After trying to cancel I also came across some dreadful reviews, in particular about rooms smelling of smoke when they were meant to be non-smoking. My daughter is asmatic and this hotel would be no use to her. Hence me wanting to change my booking.

I am totally disgusted with the hotel for taking a full payment for a room I could not use

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Update by H Matheson
Aug 26, 2019 11:59 am EDT

Looking for compensation

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L
3:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com anand lodge

Hi

My wife booked two nights at this lodge.

The room was described as deluxe and en-suite with a kitchenette. V misleading. Suffice to say the room was dated in the extreme, shabby and small. The kitchenette was, I assume, the downstairs area near check in desk. Nothing attached our room. There was a toilet/bathroom attached.

I run regulated care homes. My residents have rooms of a more comfortable, updated standard. In fact, I understand this accommodation was once a care home and it appears, having lost or relinquished registration with the regulator, they just purported to offer hotel type accommodation. There appears to have been no investment in the property - cheap nylon bed covering, old carpeting, poor decoration.

So, I checked out before we spent a night there and rebooked into One Warwick Park for an extra few pounds. Modern, comfortable, good service, lovely breakfast included in price.

No comparison in value.

The presenting photograph is misleading and is not Anand Lodge.

Booking.com should refund our costs. Please let me know.

When I arrived at One Warwick Park I checked trip advisor and could subscribe to the critical, sometimes very amusing but distressing criticisms, and believe Booking Com should make these views known. My wife states she will stop using Booking.com because she has been tricked and cheated as no viewing of this ‘hotel' appears to have been done by Booking.com otherwise it wouldn't be allowed to defraud customers. This must be rectified. Please reimburse our costs.

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C
1:56 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking.com didn't show up!!

I have scheduled the transfer service from booking.com from Cancun airport to the hotel in Playa del Carmen on 08/04/2019. I arrived at the meeting point as directed by the booking confirmation email. I waited on site for about 2 hours, until the end of the time of 20: 00h, which would be the limit informed in the confirmation email sent by Booking.com, but the transfer did not appear and there was nobody from Booking.com staff to give directions. Since the service was already paid, I requested a refund, but Booking.com didn't accord to this request. Booking.com has simply stopped responding to e-mail inquiries regarding this issue.

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herbert w schulz
US
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Sep 17, 2019 11:24 am EDT
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I booked and paid for a taxi from Madrid Airport to Hotel EUROSTARS
Booking Reference [protected] and the driver DAVID JHON RYAN never showed during the ONE HOUR 11:30 to 12:30 while I waited as instructed. I ended up taking a commercial taxi at the fixed rate of
30 Euros and a 5 Euro Tip.
Would like a refund.

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P
7:17 pm EDT

Booking.com late check in charges

I have made a booking and now the hotel wants to charge me more in late check in charge than I actually paid for the hotel. The late check in charge is not specified on the booking page and the hotel decides randomly what price to pay. I note that other people have paid a lot less late check in charge than I have. I now do not have accommodation for my first night in a new country and the hotel further threatened to account for me as a no-show and cancel my whole booking. I feel that I've been misled when I made the booking. All charges must be clear when I make my booking so that I can make an informed choice. Booking.com is the agent I chose and they are just wishing to wash their hands off. This is very irresponsible and poor customer service.

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D
11:09 am EDT

Booking.com false advertising regarding advance payment/"non-refundable"

I made a booking for accommodation on Booking.com, and being fully prepared for a "Non-refundable" purchase, yet no mention was made that the property take payment at the earliest opportunity they can try.
Booking.com insist that "non-refundable" means that "payment can be taken by the property at any time" which is not the case. They are also denying that the UK has consumer rights laws that include "cooling off" periods after purchases, and that they are "helping but the property doesn't not have to give a refund", which is totally antithetical.
Furthermore, both parties, Booking.com and the property insist it is the other company responsible for the charge and issuing a refund, yet neither company will take ownership of this issue.

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C
10:23 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com fraudulent charge

My card was charged for $332 for the Hilton at Universal Studios. I did not make this reservation and I did not authorize this charge. Neither the hotel or Booking has resolved my issue or gave me back my money. I would like my $332 refunded immediately.
I sent an email with the screenshot of the charge and called Booking and the hotel directly. I will also attach the charge here. This is money was half of my rent and my rent is now late due to this.

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Jody Patterson
US
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Sep 09, 2019 1:46 pm EDT
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this same thing has just happened to me today! did you get this rectified by booking.com

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M
5:41 am EDT

Booking.com Hotel

We booked a family room in Northbreck castle hotel and spa in Blackpool having seen it on your site. It was a treat for our 7yr olds birthday. WE were so disapointed, we met by very rude staff and asked to pay £6 for car parking and there were no spaces and were not giving a refund. In our room we had one towel between 4 and were told we needed to pay £1 this was not explained when booking. The one towel we did have was stained ! The bedding was dirty and the windows would not close properly. We were told we had to pay £7 for wifi, again we were not told this before we booked and it says nothing on the website! We would have paid it but were told it wasnt working and we would have to contact Virgin ourselfs ! Most of the other guests were upset with this Hotel with one having found a used needle in their and told it wasnt the hotels problem. We left earlier than planned as the room was so cold. It totally ruined our son's Birthay. I would like to claim a refund beacuse your site advetised this Hotel and it was nothing like it . Con [protected].1Pin. 1125. Could you please contact me asap on [protected]. Charlotte Marshall.

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G
3:48 pm EDT

Booking.com The royal albion hotel brighton

Hello. I'd liked to make a complaint about a stay at The Royal Albion Seafront Hotel in Brighton where I stayed on the night of the 17 August 2019. (Booking reference [protected])
The whole experience was absolutely awful from the start to finish. I've never had such a bad experience in all my life.
The staff barely ackonwledged our presence on arrival, we had to wait a while to check in, absolutely no apologies. The room itself was in the basement, and was basically a cupboard with a corridor and stunk of mould. It was filthy, the walls, the bathroom facilities, the sheets. The TV didn't work and the window looked into a strange abandoned store cupboard with bird poo. There was no view. Our room was outside the lifts/stairway and below the bar which meant the whole night was a serious of shouting and banging from the other clientele fighting and swearing into the early hours - there were fights breaking out almost hourly. I couldn't get any reception on our phones. I went to buy some water at the bar because there was no bottled water in the rooms (we weren't going to risk drinking the tap water from that bathroom!) and saw a load of heroin addicts getting the lift and then security guard at the front steps asking passers by for spare cigarettes -?! We left in the early hours and drove home because we couldn't stand another minute there. Yuk. It was £79 and seriously, i wouldn't ecven have paid £1 for that experience. I seriously expect some compensation because it was horrendous and I will be reviewing it as such.

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12:42 pm EDT

Booking.com complaint

Horrible thieves! Don't ever try to book through booking.com and expect them to do right by you. I was scammed by booking.com into renting a car from a company in london and the car rental company wouldn't even let me take the car due to the insurance that booking.com sold me. They don't accept 3rd party rental insurance. I was stuck at london heathrow with no way to get to my destination, lost $400 to booking.com (thieving scum) and had to take a bus (added cost of $100). They require some sort of crap pin they hid in the original confirmation email and if you lose that email they won't even speak to you. You can't even get through to anyone if you don't have it. Worst internet booking site ever!

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A
6:50 am EDT

Booking.com Advertised amenities not provided adequately

My Confirmation number :[protected]/ pin code- 7051 / I am so upset that after having booked a deluxe apartment paying the asking price the amenities provided were not at all sufficient. For 7 nights we were given 5 toilet rolls only - when asked they said that's all we are allowed - one towel each for entire 7 days was provided and when we asked the manager he said that's all he can do

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Update by Anjali Pillai
Aug 16, 2019 6:52 am EDT

My confirmation number is - [protected]

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Frequently asked questions (FAQ) about Booking.com customer service
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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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