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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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Booking.com reviews & complaints 1689

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J
2:34 pm EDT
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Booking.com constantly phoning about refund for 15 days

According to your client the villa owner we were to receive our deposit refund on 11th July. After various phone calls being unanswered by the owner we turned to booking.com. Totally being fobbed off with we will call tomorrow or the money will be refunded tomorrow etc.
The Villa was a disaster I have sent Photos requested by Booking.com but nothing has been mentioned about the state of the accomodation booking.com supplied.
ie Villa had curtain rail falling down, cistern not attached to wall, holes in the curtains which were dirty, dangerous electrical connections. The Villa was suposedly called Margharetta no 7 however the name outside was Villa Nora numer 2. Perhaps should have been called Fawlty Towers.
My wife myself and my mother who is disabled paid £750 for this accomodation including a cleaning charge although no cleaning was done when we were there, apart from the cleaning we did.

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8:34 pm EDT
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Booking.com double booked beach house

After months of looking at beach houses in Galveston online for rent, to spend a few much needed summer vacation days with my kids, we get all the way there and after the 5 hour drive, there was someone already staying in the home. Called number on reservation (Reservation Confirmation # 1842.779.673 Pin 2583), and was on hold and since it was later in the day, wasn't sure anyone would answer. Finally reached someone, not even sure if it was booking.com associate or local management company, and no one seemed to understand what happened. So then to prevent my family from sleeping in the car for the night, had to find another property while sitting on side of road. Picked something economical, because frankly, I was not sure if I was still going to be charged for the original booked home. Especially since Booking.com site says non refundable reservation.
So got into a different home, which was nothing like home I rented originally, no view of beach, nothing like what my family planned, it was just a total non-beach house! So then was on phone and email constantly stating how unhappy and disappointed we were about our much awaited vacation to be completely ruined. And basically Booking.com stated, well since you ended up renting another place which was cheaper than your original place you rented then we aren't going to do anything.
I couldn't believe it, they were acting like they did my family a favor by saving us money on a cheaper replacement house! The whole reason I rented the original home was to be right near and in view of beach! They cancelled my original booking for free, which I was grateful for. Plain and simple, Booking.com didn't care they ruined our family vacation!

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11:48 am EDT
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Booking.com price of the hotel room not as advertised

Yesterday I booked via Booking.com and the price of a triple room with breakfast was 80 euros. But the email of confirmation Booking.com
Numero di conferma: [protected]
Codice PIN: 2496
was 90 euros. I didn't read the email when it arrived. I only noticed the difference of price when I got the receipt from the hotel (they had already taken the money from my card). I told them that the agreed price was 80 euros, and they said that it was a mistake of Booking.com.
I think I made a mistake not reading the email when it arrived. I was sure that it was not necessary, but I was wrong, because somebody had changed the price.

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6:24 am EDT
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Booking.com poor standard of accommodation

Overbooked at original accommodation. Primero Appartments Basingstoke. Booking.com suggested Stilring House. Even though £50 more, we took Booking.com's
suggestion.

Not very clean and in a poor state of repair (see photos) with a general aroma of ‘wet dog'

In the change of locations I stopped receiving emails and contact from booking.com. So had no info upon arrival and stood outside for 20mins trying to contact someone. Same with Checkout instructions.

Then asked for bedding twice that never arrived and every time except the first time I got through on the phone the number never picked up (see repeated efforts to contact Stirling house)

Shocking in every respect. Plus poor service from Booking.com with lack of communication. No oversight from Booking.com as to the quality of offered alternative accommodation. Which turned out to be worse and more expensive.

I at the very least require the extra money spent refunded. Also would like to see Booking.com looking into the standard of offered accommodation at sterling house.

I do upwards of 100nights per year in Hotels (Marriott Platinum Premier Elite member) and was thinking of using Booking.com more and more in my travel plans. If this isn't handled correctly I assure you I will never return to Booking.com.

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Ceausu
, US
Aug 03, 2018 12:15 am EDT
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Dear Mrs or Mr,
I booked some months ago confirmation number 1262.191.706 pin 4778 an aprtemrnt in Wildwood for 2 adults and 2 children.we wanted a little and nice vacantion.

The apartment very old and very very small !, smelling!, no ac in the first room, in the bedroom (like in jail) because of the difference of temperature the walls are full of water!The bathroom is for the dimension of the children only, not for a normal adult!
The condition are very poor and we asked to change it.
The man from the reception said that there is no possibility to change.
I want to ask you to check better when you give appreciations to hotels/motels, because this motel is not possible to receive 2 stars .
Please find a solution for anothet extra 2 nights fot our vacantion.
Thank you, .
Dr Carol Ceausu

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M
9:36 pm EDT

Booking.com I am not very happy with the hotels you have on your site.

I booked a hotel in Victoria, BC on July 18th, 2018. Arbutus Inn on Douglas Street. I was asked to give the hotel a copy of my identification to keep on file behind their desk. I am very unhappy about this as there is no mention on the site that the hotel will ask for personal information to be kept. I have no issue showing identification and they have my credit card info, so not happy about the non disclosure. I know you say to contact the hotel for their policies but in the day of the privacy act I find this practice totally against my privacy. This is an important issue that should be stated on your site if you are going to have them advertise with you.

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3:30 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com hotel booking clayton hotel dublin airport

I booked the Clayton Hotel Dublin Airport for August 1st for my family and paid 143 euro. However I made an error and the the date should be July 31st.

However after realising my error I tried to change but your website would not let me. It said that I would have to forfeit my entire amount. I think this is very unfair as the hotel benefits the entire amount and I am out of pocket.

It is difficult to contact your company to register a complaint. I am a regular customer on your website and have made numerous bookings over the years. If this is not resolved to my satisfaction I will never use your site again and will make my complaint public on social media.

I have already written of my experience on trip advisor

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12:59 am EDT

Booking.com incorrect booking confirmation

We booked "Hotel ibis Versailles Chateau" on July 8-9 (2018) which is near the train station and the Versailles palace, however, booking.com gave us confused booking confirmation for the hotel name as "Hotel ibis Versailles Chateau" but the actual booking at "Ibis Versailles Parly 2" which is 15 mins bus trip from the main train station. the two bookings made us confused on the arrival and we needed to reschedule for our visit to the palace.

Our booking confirmation number is [protected], and both hotels show up on my phone for upcoming accommodation choices. The attached photo is the messy confirmation details.

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10:43 pm EDT
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Booking.com hotel

[protected]

Hampton Inn has confirmed fees associated with this cancellation is EXCLUSIVELY yours! The provider explained they "would never charge their customers for early cancellation" and recommended going forward to work directly with the hotel. Without informing me of your policy -which makes no sense - exactly what service am I paying or receiving since the reservation has been cancelled and more than likely will be booked by another party? I refuse to pay for someone's stay!

Your policy is robbery and rapes customers of what should be a pleasurable experience. Who would EVER want to use booking.com with service such as yours!

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6:02 am EDT

Booking.com issue with accommodation in rome, italy through booking.com

Confirmation no : [protected] PIN : 2368. I was supposed to check in to Art in Accommodation in Rome, Italy on 1st July 2018 between 12 and 8 PM. I got information that my flight will be delayed and i tried to call the hotel that I will be checking in late in the night around 12. They did not respond properly and cut the call. However, i did not lose hope and called the booking.com customer care twice for support and they had a talk with hotel owner and they informed that I cannot check in the night around 12. I asked customer care guy to check with hotel if i can check in the next day morning and the customer care guy informed me that the hotel owner agreed that he will not cancel the reservation and i can check in on 2nd July morning. 1st July night when i landed in rome i got notification that my booking is cancelled . I called booking.com customer care but they were unable to help during that time. So, They said they would get back to me but they never did. I was with my family and I had to book some other accommodation in the last minute.Since, there was hopeless communication from the hotel authorities and cancellation from hotel and helplessness from booking.com customer care representatives, I want my amount to be refunded. Otherwise, I will never use booking.com again

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3:44 pm EDT

Booking.com “confirmed” hotel booking... not!

Road trip from Orlando to Antioch, TN on JUNE 30-July 1/ 18. I booked a hotel room at the comfort inn and suites in Antioch Tennessee several days before leaving for the road trip thru Booking.com...I was sent a confirmation text and email saying I have the room. Upon arrival at Comfort Inn & Suites after a 12 Hour Dr.… There was no hotel room booked at Comfort Inn & Suites… They had no record of an email or a reservation made in my name. Needless to say… I am not pleased with Booking.com and probably will never use them again… The clerk at comfort inn said they were third-party and Comfort Inn is not responsible.

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7:25 pm EDT
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Booking.com [protected] -[protected] credit refund pending

Hi

Please be advised that i had three bookings spacious-and-centrally-located-apartment-with-pool-parking in perth

for the period of 23/6 - 25/8 since booking dont allow more than 30 days bookings:

23 June- 23 July [protected] refund received
23 July- 22 Aug [protected]
22 Aug- 25 Aug [protected]

On the phone and through air bnb chat log and through booking we agreed a full refund for the whole stay .
Cancellation for free! U can refer to the booking it self with zero cost!
Since i made a complain that the keys were not there at the checkin time even the lockbox code was wrong.
I have pictures of the empty lock boxes as a proof.
Now the owner has refunded one booking only refusing to refund the rest claiming the key was there!
Please check the refrences above u will see a cancellation for free with zero cost since 24 June and i still didn't get the 2 refunds back!
Can u please contact and advice as soon as possible
Regards,

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11:29 am EDT

Booking.com laguna beach vacation disaster

Do not recommend using booking.com. They assigned a confirmation # and preach if anything goes wrong they will find you "equal or better accomodations". It's a terrible lie folks. They put us in a property that was occupied by an unkowning owner! We walked in on them. Litterally, the lady could have shot us dead. Then the booking dissaster started. They did everything possible to save booking money and cared less about their ptomise of eqaul or better accomodations. Shame on this greedy giant company. They wasted our time, stuck us in a dump extended stay vs a 5 bedroom house and then refunded a pittance as. Compensation. Their customer service is a poor example of empowerment and an example of what customer service should not be. Do your research. Spend you hard earned money with a company that stands behind their promise.

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6:39 pm EDT

Booking.com besakih beach resort and booking.com

I had decided on the Besakih hotel for my trip in November and reserved it via Booking.com with an email confirmation. About an hour later I receive another email from Besakih saying my card is invalid and to update my details. On checking my booking they had tried to debit my card (I chose pay at the hotel for my payment option). I rang and was told that "100% they had not tried to debit my card." I rang booking.com who agreed it sounded dodgy and they would ring the hotel. They couldn't get a manager.

After numerous emails it appears that Besakih tried to put a hold on the total amount of my 8 day stay to 'validate my card'. I use a debit card and don't usually have that amount sitting on it, thank god. If I did it would have been unusable for 10 days while Besakih held the full amount of my 8 day booking. Booking.com contacted Besakih hotel and asked them to hold a lesser amount for validation, which they declined. Here is what the email confirmation says about payment "You don't need to prepay. However, the property may temporarily hold an amount on the card you provided, just to test your card, and guarantee your booking. This test payment will be returned to you."

I have read Booking.com terms and conditions and nowhere can I find it stated that the hotel may put a hold on the full amount of reservation to validate your card when choosing the 'pay at hotel' option on booking.

Besakih Beach Hotel should not be allowed to do this through Booking.com

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5:19 am EDT
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Booking.com hotel booking

I booked a hotel through Booking.com and after emails to the hotel with no response about my enquiries I escalated it to Booking.com who replied with contact the hotel direct and gave me a phone number. They are in Portugal and I can not email them.

I emailed the hotel and booking.com again with no response from either. I now have flights booked and no hotel to stay in. Absolutely disgusted with booking.com

I have used them in the UK a few times with no issues and assumed I would be OK to use them for my trip abroad. how wrong I was. I now need to find another apartment to stay in.

Thank god no card information was given.

I will not being using booking.com again.

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9:07 pm EDT

Booking.com hotel booking gone wrong - double booked

I am going to repeat my last message since the theme is things dont get answered quickly.

I had a reservation for July 20-22 Confirmation # [protected] PIN 7314

I found out today this house is not available. This is unacceptable. I spent hours of my time on the phone this evening speaking to at least 6 reps only to get no solution. I asked to speak to a manager and was told thats not possible.

I need my problem resolved. I need a place for my vacation that I booked in january in the hamptons and I need it resolved as soon as possible. This has taken hours already away from my family and job, stress among other things. I have found three homes at a higher rate on homeaway. I need someone to help me find a solution before its too late. This is three weeks away during the busiest season in the Hamptons. I shouldn't have to sacrifice any more than I already have for your companies mistake. I am sickened by how booking.com does business in general and hope somebody can turn this experience around for me so I dont have to take legal action.

https://www.homeaway.com/vacation-rental/p262460vb
Total $8939.00

https://www.homeaway.com/vacation-rental/p949464
Total $7899.00

https://www.homeaway.com/vacation-rental/p4213521
$6228.00

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8:55 am EDT

Booking.com parking inaccurately described

We booked Aparthotel Best Views in Krakow for 23 - 27 June 2018. It advertises 'Private parking is possible on site (reservation is needed). I reserved a space and was told it would be 60 zl a night. When we called in the day before we discovered the 'private parking' is on a strip of land outside the hotel and just off the road and footpaths. We were later told there is CCTV but that's not much help to us if the window is smashed etc. It is not my definition of private and it is certainly not secure. We forfeited the first night's accommodation price which I think is unfair given the parking situation was misrepresented.

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6:20 am EDT
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Booking.com complaint about one of booking.com partners/clients - rooms 47, chania, crete, greece. booking ref: [protected]

16 June 18. 1 night

Booking Ref: [protected].

Rooms 47
Kandanoleou 47, Chania Town, 73132, Greece -
Καντανολέοντος 47 (Χανιά, 73132)

We chose this property because the description was the following (in italics). I know the venetian harbour in Chania and we wanted to stay in the harbour where all the restaurants, cafes, bars and shops are and with the views over the harbour:
‘Originally built in the 12th century, Rooms 47 offers accommodation with views to the Venetian Harbour and the Cretan Sea. Restaurants, cafés and shops lie within a short walking distance. Free Wi-Fi is provided throughout'.

We chose the ‘Double or twin with sea view with a sea view balcony'. We selected the ‘Twin' option given. We booked well in advance and opted for the availability offered. We were very excited. I couldn't wait to get back into Chania Harbour. We only had one night there and wanted to make the most of our limited time and go out in the evening in the harbour/old town and not have to worry about getting back late at night and with a few minute walk back to our room booked. This was the sole reason for booking this room in the Venetian Harbour in the building originally built in the 12th century.

After a 2.5 hour drive (in our hire car) from the other side of the island we found Rooms 47 very easily, drove into the harbour area and parked practically right outside it only to find that the owner ‘Sophia' was nowhere to be found. We spoke to a very nice girl who was in the property who then phoned ‘Sophia' and passed the phone to me. Sophia then proceeded to tell me that she had an apartment for us outside the harbour and it was a solution to a problem. I thought ‘what problem, why is my booking a problem'. The area she moved us to was Nea Hora which turned out to be a good 30 minute's walk from the harbour where we had originally
booked to stay. I was shocked but it was a bit difficult to communicate and we needed to get into our accommodation. She then arranged for a colleague to lead us to the apartment on a moped that we had to follow through dense traffic, which was very difficult and stressful and the guy on the moped kept getting impatient. We reached a distance and was then handed over to a 2nd person on moped to follow. Once arrived, the person on the moped explained to us that it was an over booking of rooms situation. Although the apartment was very clean, the view was a high brick wall, the apartment was a good 30 minute's walk into the harbour where we booked to stay, the keys did not fit the lock and we had to waste time getting the owner back to sort out, it was very difficult to get back to at night after going out, double bed, and difficult to find, no hairdryer or A/C controls to use it (as advertised in the room description) and we did not feel safe. We phoned ‘Sofia' to tell her about the keys and told her that this was not what we booked and we were not happy and wanted the room we booked in the harbour. She panicked on the phone alot and just proceeded to lie and said she was protecting us from noise and the roads were closed in the harbour. We know that she had overbooked/sold the room a number of times. The roads were not closed as we had already driven in them and we wanted to be in the harbour where it was noisy and lots going on.

The stay resulted in so much wasted time for us in talking on the phone, driving through hectic traffic to find a the place we had not booked to stay in, walking back and forth from Nea Hora area to the harbour when we had booked to stay in the harbour. We would like our money paid for this disappointing, mis sold experience back from your Partner. They are clearly running a racket in overbooking their sea view rooms and then fielding tourists out to other properties. Other people have had a similar experience looking at some of the reviews for this property.

Thank you.

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3:19 am EDT
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Booking.com no support from booking.com when problems arise

Booked on Booking.com on 8 Feb, 2018 for one night (31 May - 1 June 2018) in Brasov, Romania, Hotel Drachenhouse. My Credit card debited by the hotel (not my choice).
We arrived in the hotel late, checked in, left our luggage in the room and went in town. When we came back the alarm was ringing loudly but nobody was doing anything. When we arrived in our room it was full of smoke and big flames were coming out of the kettle. We extinguished the fire ourselves and called the reception. The girl spread foam from the extinguisher on the kettle and said that the cleaning people should have unplugged it but that anyway they were insured. She helped to find another hotel and said that we would be paid back.
3 days later we got a message from the hotel that they accused us to have started the fire and that we had to pay the damage!

Attitude of Booking.com
1. On 1 June I got a "no show" message from Booking.com.
2. On June 1 (same day) I get the following message from Booking.com: "Drachenhaus informed us that during your stay (reservation 1886.974.581 their policies were not respected. In compensation for damages, you owe them 300 EUR. Please make this payment immediately. If you have any questions about these charges, please contact the property directly". We were surprised because the day before the hotel told us the opposite. This means that Booking.com doesn't even ask the customer what happened. They simply relay what the hotel said.
I immediately wrote back to Booking.com that this was not what we experienced. No reaction at all.
3. On June 9 I wrote a review on booking.com and got a confirmation that it was add on the website. But only one sentence was published, the one where I was saying that the receptionist was helpful. Booking.com was just picking one sentence out of my comments that was completely out of the context. I wrote another complaint and my review totally disappeared. No message from Booking.com.
4. On June 21 they finally answered that I had to do and action on the site what I did the same day:
5. I have again introduced a request on Booking.com to solve this question and got the following answer at 1.28 in the morning on June 27:
"Dear Louis Coomans de Brachene,
Hi, my name's Windy and I will be assisting you today. I would have liked to call to discuss your reservation but it wasn't an appropriate time to try reaching you.
We've followed up on your complaint with the property but unfortunately no refunds will be provided in this case. As we're unable to decipher what occurred as both stories seem to conflict each other, Booking.com had decided to withdrawal from the situation.
Please keep in mind, we're trying to be as impartial to the situation as possible.
If you still wish to contest these charges, we urge you to contact Drachenhaus directly - as it is the accommodation, and not Booking.com, that has made the charge in this particular case. The contact details for Drachenhaus are:
Drachenhaus
Phone: +[protected]
Thank you for the feedback you provided as it helps us and the property improve the quality of our services.
If you need us again, we're always here.
Kind regards,
--
Windy R.
Booking.com Customer Service Team"
COMMENTS:
- They write you in the middle of the night and are sorry that they cannot call to discuss!
- They just remove themselves from the discussion and say that I have to solve this with the hotel because I paid the hotel directly (what is Booking.com's choice, not mine). They say that they are impartial what means: It's not my problem, it's yours Mr Client!
- They totally ignore my question about my review that was first misused and then removed.
6. I have answered to Booking.com on June 27 that my point was not to get my €51 back but to inform other customers that this hotel is dangerous, basic safety rules are not respected and that Booking.com should inform their customers of the risk they take when they stay there.

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6:23 pm EDT

Booking.com double charges on hotel booking

Hotel confirmation number: 1919676855
I booked hótel dyrhólaey in iceland for 2 nights. During checkout the staff told me that I have to pay the amount at the hotel as booking.com will not charge me. Later I saw that I was charged by booking.com just hours before I paid at the hotel I could not check my cc statement due to poor internet so I trusted the hotel and paid.
It has been more than 1 month and my complaint has not been resolved. Hotel told me that they have refunded the amount but I never received it on my card. Booking.com says that they will check with the hotel and if they confirm that it has been charged twice (apparently they don't trust the proves I have provided but may trust just a word from the hotel) they will refund the amount back only on the cc that I used for the booking.in the meantime, I had to block my card and order a replacement due to fraudulent transaction on my card. Now the staff again does not understand how credit card works. I have proven to them that new card number belongs to me but their customer care staff does not understand it at all and are just parrots repeating same statement again and again.. It has been the worst customer care experience so far, waiting on line for more than 30 min every time and getting such useless responses. Highly disappointing!

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10:11 am EDT

Booking.com hotel cancelled by hotel or booking.com & no refund!

Confirmation number: [protected]

In March I book a hotel in NYC via the Booking.com website.
Three weeks ago I get an email from Booking.com to say the room has been cancelled AT NO COST TO MYSELF.
3 weeks later emails, phone calls, provide credit card details, bank statement and still no refund.
Try to call hotel in NYC and we find out it's a scam! Booking.com are selling hotels on their website that don't exist!

Still no refund and Booking.com treating us like crap!

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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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Phone numbers

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

Website

www.booking.com

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