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CB Travel Agencies and Tour Operators Booking.com
Booking.com

Booking.com review: Zero stars - terrible customer service when you need help most

R
Author of the review
6:45 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Review:
Booking.com has excellent search functionality, but their customer service is absolutely catastrophic when problems arise. They consistently blame customers and fail to honor their own promises.
What happened: I had a confirmed Hilton Geneva reservation. Upon arrival at 1:30 PM, the hotel informed me my booking was cancelled days earlier without notification. The hotel was fully booked with no alternatives.
Booking.com's broken promises: The first representative offered two options: relocation assistance OR 50% compensation (equivalent to my Hilton cost) credited to my account. I chose the compensation since I needed to stay nearby for a seminar. After 15 minutes on hold while she "verified" with the hotel, she simply hung up on me.
The runaround: Hours later, I received unwanted hotel suggestions via email (despite already rebooking at the only nearby option - the Ibis - visible in my account). The next day, my app still showed the Hilton as "confirmed" with no compensation credited.
Final insult: When I called back, they refused the promised compensation, claiming they "helped with relocation" - something I never requested and they never actually provided.
Bottom line: Booking.com takes your money happily but abandons you when their system fails. Two different agents, same story: blame the customer, break promises, provide zero solutions.
With nearly 100,000 negative reviews and zero company responses, they clearly don't care about customer service. Use at your own risk - when something goes wrong, you're completely on your own.

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  1. Booking.com Contacts

  2. Booking.com phone numbers
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    8%
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    100%
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    33%
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    14%
    Confidence score
    South Africa
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    60%
    Confidence score
    UAE
    +54 115 296 5600
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    Mexico
    More phone numbers
  3. Booking.com emails
  4. Booking.com address
    Herengracht 597, Amsterdam, 1017CE, Netherlands
  5. Booking.com social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 01, 2025
  7. View all Booking.com contacts
Booking.com Category
Booking.com is ranked 1 among 60 companies in the Travel Agencies and Tour Operators category
#01 Booking.com Booking.com #02 Expedia Expedia #03 redBus redBus #04 Hotels Combined Hotels Combined #05 Guest Reservations Guest Reservations

Most discussed complaints

this is a scam!
2
(opinions to this review)
 Unacceptable accomodation
1
(opinions to this review)
 Booking a hotel room
1
(opinions to this review)
 Airport taxi
1
(opinions to this review)
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