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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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T
8:36 am EDT
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Booking.com online booking mismanagement

Thomas sarosy #1637.775.221 pin code:6822
Complaint: doubletree suites by hilton philadelphia west
My booking for april 22 one night at double tree hilton west philadelphia was mishandled. on line I signed/clicked for a 2 room suite w/ 2 beds and a sofa bed for max capacity 5 people non refundable. the initial sale rate was $112 for the suite but I clicked down 2 boxes for the above criteria for $126, final charge $139.44.
I spoke on the telephone with a representative to make sure that I was doing this properly. I knew more than she did regards to the size of the 2 beds. proceeded to call double tree direct with little help because of the booking going through a “.com”, but confirmed the bed size was a king. two stikes so far with assistance.
I also sent notes (messages) with both the on-line booking method and to the hotel to make sure that the two (2) beds in the bedroom are at least double size if not king. if that message option is going to be presented and offered it should have been read acted upon before arrival indicating a mix-up with the booking.
In detail; the on-line booking page had visuals next to the box to be eventually checked had 2 beds and 1 sofa bed, those associated icons displayed below. how can I go wrong?

.. and I clicked the 3rd row down of non-refundable * (see right)
To declare for at least 5 adults (reality of 4 only) which increased
The price from$112 to $126.
The red us$138 figures in the example box (to the right) was not
the displayed amounts for the booking in question. us$126 was.

Upon arrival the suite had a bedroom with only one bed with a sofa bed in the other room. the front desk refused to address the situation saying that, my problem was with the “.com”.
This bad experience of not getting the booking that I signed up for was accentuated with an uncomfortable stay, tight quarters, nighttime harassment and incomplete bedding accessories.
Fyi, their front desk was rude and dismissive to me, which will also be dealt with, and they certainly despise the booking company’s role in this transaction. so, I had nowhere to go to that afternoon for assistance or correction.
Ibrahim asked what I wanted? well, what I wanted was for this not to happen and get the booking that was offered and was accepted but in reality …, so now in my state of dissatisfaction with the booking agent and the hotel, how about a rate adjustment for my troubles and an apology?

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5:30 am EDT

Booking.com unethical behaviour from booking.com after reserving stay at andre gill hotel, paris

I booked the room 3 weeks ago at André Gill Hotel, Paris via website Booking.com which ad was saying that I could cancel that reservation 48 hours in advance for free and that I could pay at the hotel directly when I arrive. I had to cancel that reservation 72 hours in advance and I noticed at that moment that they took the money from my account from the very first day of my booking (£144). Plus the cancellation email explains that this money was not refundable. I was surprised because I had been using this website for years without any problem. They now just pass your card details to the hotel and take no responsibility for it. I called the hotel and they said that this money is not refundable even though the room is already booked for someone else after I cancelled.
So never trust booking.com by giving your bank details, find a trustworthy hotel yourself.

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3:29 pm EDT
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Booking.com mjb hotel in norwich

Dear whom it may concern,

I wish to make a formal complaint about the "hotel" called MJB Norwich The Lodge Hotel. This place was FAR from being a hotel! As we arrived at the building, the front door was open as the lock was broken. The lock on our room was also broken and wouldn't even shut. The Photos on booking.com do NOT match with how the room actually looked AT ALL. I have attached photos of how the room and hotel ACTUALLY looked when we arrived.

The Room was absolutely disgusting, it was not clean at all, the windows were boarded up, the light in the bathroom didn't work, the bed was a tiny thin metal bed (nothing like the picture!) and there was ONLY a tiny heater which would of definetly been needed because it was freezing in the room! We could not stay there as we felt unsafe because the door wouldn't shut. We then had to check ourselves into a different hotel and therefore had to pay double the amount.

I am requesting a full reimbursment from Booking.com as we didn't stay in the room as it was unfit for purpose.
Your company put 2 young women in a vunerable position and as you can imagine, it made our stay in Norwich very stressful.
I also had to pay £15 for parking even though we didn't stay there. I am trying to get that refunded too.

My Booking Reference is:
[protected]
We were booked to stay from Thursday 20th April until Saturday the 22nd April.
The Booking was under my Name: Claire-Marie Kenny.

Please get in contact with me at: [protected]@icloud.com or call me on [protected].
I would be very grateful if this could be sorted out ASAP.

Many Thanks,
Claire-Marie Kenny

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J
8:23 am EDT

Booking.com cancellation fee

I booked a hotel via www.booking.com website and it said that it was possible to cancel reservation for free. I was planning a vacation but wasn't sure. I am a very busy person and have a lot of work and that was not the first time when I had to cancel my entire vacation because of my job.
So I contacted Booking and tried to cancel my reservation and they asked me to pay a cancellation fee!
I was shocked because I was told that cancellation was free. Their rep refused to cancel until I pay, so I had to, because they didn't leave me no other choice. I will never use them again! Terrible service!

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9:04 am EDT

Booking.com service

As when I started using your service, it is because you mentioned it is free cancellation . At the beginning of my booking on this hotel, I clicked the free cancellation and we now need to charge 30% for cancellation now !This is mean that we cannot cancel for the booking.

We choose to use your web site as you promised free cancellation, and the hotel web site need to charge . This is your promise, not because of the hotel . If you mentioned from the very beginning that you need to charge for cancellation, we will not book with you!

This is a very bad experience with you and the hotel . We are not canceling at the last minute, it is 2.5 months before we go!

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Update by Darren_018
Apr 23, 2017 9:07 am EDT

As when I started using your service, it is because you mentioned it is free cancellation . At the beginning of my booking on this hotel, I clicked the free cancellation and we now need to charge 40% for cancellation now !This is mean that we cannot cancel for the booking.

We choose to use your web site as you promised free cancellation, and the hotel web site need to charge . This is your promise, not because of the hotel . If you mentioned from the very beginning that you need to charge for cancellation, we will not book with you!

This is a very bad experience with you and the hotel . We are not canceling at the last minute, it is 2.5 months before we go!

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8:24 am EDT

Booking.com hotel overcharged and not the right room

I booked the Castle Rock Hotel in Branson. Was told that the room had a kitchen and would sleep 8. However when I got there I was given a regular room and it cost me over $50 more than the other guest in the same room. I am very upset and want a full refund. They didn't even have employees for the restaurant. Terrible experience with booking.com and the hotel.

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2:42 am EDT

Booking.com hotel booking

Dear boking,

As when I started using your service, it is because you mentioned it is free cancellation . At the beginning of my booking on this hotel, I clicked the free cancellation and we now need to charge 30% for cancellation now !This is mean that we cannot cancel for the booking.

We choose to use your web site as you promised free cancellation, and the hotel web site need to charge . This is your promise, not because of the hotel . If you mentioned from the very beginning that you need to charge for cancellation, we will not book with you!

This is a very bad experience with you and the hotel . We are not canceling at the last minute, it is 2.5 months before we go!

Very disappointed

Mandy

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Update by Mandy Mak
Apr 22, 2017 8:44 am EDT

I did not use booking .com so much, I try then this time because the hotel I wanted to book need to charge 30% deposit and " booking . Com" claim that they have FREE CANCELLATION!

We make reservation for our stay at July and we are going to cancel today -- 22 April! However, I found the term is changed! They need to charge us for 30% deposit! And they already took the charge on 19 April! Right before we cancel and without any notice to me!

When I found out and ask them, they answered that this is not their problem, they asked me to contact the hotel directly. Their responsibility is just ask you and the hotel contact ! Then, for what reason they can take the commission from hotel and extra charges for us. ( they charged a bit higher than the hotel range)

At the beginning, I clicked the free cancellation, but after a while, they can suddenly changed the terms without noticing me, charged without noticed me-- THEY CHARGED BEFORE I MAKE MY CANCELLATION!

I will not use them again and remind all my friends-- DO NOT USE THEM ANYMORE!

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S
9:14 am EDT

Booking.com take responsibility

I booked a hotel room in Venice with yourselves back In February only to be told 4 weeks before travelling that the booking was not going to honored, and offering an alternative miles from where I wanted to stay.

I went and looked for myself as you obviously weren't trying very hard and came up with one that although not as nice as the one I had booked initially at least was in the same area.

Upon booking the other hotel I received a mail within a couple of hours from the original hotel saying our booking was fine and would be honored. Now I can't cancel the other hotel without being charged the entire amount for the 4 days I booked.

I booked through you, you should have double checked your facts before telling me I had lost my booking, and at least take some responsibility for the error instead of blaming it all on the hotel.

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Update by Steve Pollard
Jul 20, 2017 7:25 am EDT

Good to see that another big company doesn't give a dam about their customers, or in my case ex customers as I won't be using this company again

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6:17 am EDT

Booking.com recent stay in manchester

Stayed in Stay City apartments in Manchester Laystall Street. Fri 14th to 17th. When I checked my bank account that morning I saw €292 had been debited from my account with no contact made or no authorisation from me. My booking g clearly stated that no money would be taken from. My card and full payment would be taken on checking in. I paid that morning in cash over €800! And a week later the funds of €292 have not been refunded to my account. Beyond angry now!

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5:40 am EDT

Booking.com recent booking

We booked the block apartments off your site forcesster break seeing the photos it looked lovely.
It was disgusting absolutely Terrible. We Got here I couldn't believe what I was seeing. Dirty. smelly. Rooms. The rooms I seen and booked was definitely not these.
There was stains on sofa and beds walls dirty. Was so run down.
I couldn't let my kids stay I wouldn't even put my dogs here!
it was a disgrace £197.50 for over night stay not fit for dogs.
I left and booked straight into a nearby hotel.

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12:11 am EDT

Booking.com credit card abuse

who give the right that company to ask for our credit cards data, and use it without our permission / pay order? they are a phantom, without at least a valid mail adresse where you can send a legal notification. do not trust them, ask direct to hotel for reservation, and only pay there by checkin, or you can have a big surprise! no one care about that?

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6:38 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com unauthorized money taken from account

On Wednesday 12th April over 300 pound was withdrawn from my account for a "no show" at The Brayton Hotel in Blackpool. I had correspondence with the hotel direct asking them about their policy on leaving my dog unattended in their hotel while my family and I went out to do local attractions. The hotel emailed me to inform me that my bank card had been declined and as a result they had to report me to yourselves as this was the policy. They then asked me when they could take the money. I never confirmed a date with them when they could take money as the hotel did not reply to me about their policy on leaving my dog unattended, despite asking them twice. Their lack of response lead me to believe the hotel was not confirmed. I also received email confirmation from yourself asking for different bank details and once again I did not respond. I received emails from you on 18th and 21st of February, which I didn't respond to. On 22nd of February you then went into my account and took £97 deposit without my authorisation and failed to send me a receipt confirming that amount had been withdrawn. Had I been sent a receipt I would have been made aware and subsequently cancelled the supposed reservation. Then on 12th April a further £323 was withdrawn from my account due to apparent "no show" once again you failed to inform me this would be happening and I have received no email confirming this or receipt and only realised money was missing when I went to bank and had no money left, which I'm sure you can appreciate caused a great deal of stress and anxiety. I phoned both you and the hotel on Wednesday 12th and was assured someone would respond to me by phone or email on Thursday 13th, yet I have had no response despite sending further 2 emails.
I am deeply disappointed by the poor communication from you. Not only with regards to taking money from my account without informing me or sending receipts as confirmation but also your lack of correspondence in trying to resolve this and deal with my complaint.
I expect a response by today and to be fully reimbursed all monies taken from my account without my permission

Joanne

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5:01 am EDT
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Booking.com customer service

I have booked a room on the 14th of April in the morning for 15th of April night in Doubletree hilton hotel in holborn. After i booked my room i have received an email with my booking number. Once i arrived to hotel - one of the staff (Young Polish girl) said that they have no space for me since they had no enough rooms. I would like to mantion that i havent received any emal or phone call saying that i won't be able to stay in the hotel. The Lady said that she has booked a room for me in Doubletree hotel in victoria and everything is already arranged - without informing me. How unprofessional service. On top of that once i was booking the room i ticked a parking box which meant to cost £30. I've paid 46 pounds in victoria. The food that has been served seemed to be not fresh kinda of row and had a bad smell in effect i was very sick in the morning.I have taken a sample of food and i will provide a statment to the council with a record of what i saw because there is risk to public health and safety.

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4:12 pm EDT
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Booking.com motel reservation cancellation

I cancelled a reservation 3 weeks ahead of scheduled reservation and the motel still charged my cc. Motel will not give a refund because they Said they did not receive a notice of cancellation. Booking will not seem to help all hey did was send me an email for the help page that told me to contact yhr hotel, which I did for the second time and was sure I spoke to the same person but was told he was not available. So stuck paying for the reservation, I sent an email you booking.com but no response from them either.

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8:37 pm EDT
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Booking.com hotel reservations

I have booked MANY hotels with Booking.com, but NEVER again.
The firdt hotel was in Port Angeles, Washington state. The advertised price on the website for the hotel was not guaranteed by the company. The price they charged me was over twice as much.
The second hotel was in Reykjavik, Iceland, the 27 Soley Apartments. The Booking.com website lists this hotel as 'free cancellation'. I was charged the full three nights by the hotel even though I cancelled two months in advance due to serious illness. The message I sent to the hotel through Booking.com was completely ignored by the hotel for 6 weeks, and they refused to refund.
I emailed Booking.com SEVEN times without any reply! They finally emailed me that there was nothing rhey could do about it even though their site advertised free cancellation.
Terrible customer service and they do not stand by their policies. It's not worth it to save $5 with this site, use ANY other hotel booking site. I have cancelled allmfuture bookings with Booking.com

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Update by Janis Dunavant
Apr 14, 2017 2:32 am EDT

1. Booked a hotel in Port Angeles, WA. Later I was notified that the actual rate was more than twice as high.
2. Bioked a hotel in Anaheim CA. Cancelled but was charged anyway.
3. The last straw: I booked a hotel in Reykjavik Iceland for three nights. In spite of a two month notice due to severe illness, I was charged for the entire three nights. After emailing Booking.com SEVEN times without even the courtesy of a reply, they finally replied that the customer is contracting directly with the hotel and they would do nothing. Seriously? They make a profit and ARE responsible!
Never, never, never again. I travel a lot but I will pay a couple of dollars more at another site. Also important to note that Booking.com is affiliated with Priceline and they are both shockingly bad!

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8:23 pm EDT
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Booking.com hotel

I booked this hotel forbthree nights. I had to cancel due to illness two months in advance. They kept all three nights payment. They refused to refund any of it. They will now sell my room to another party and make twice as much.
I know this is a cheap hotel but they have terrible customer service and punitive policies. Very dishonest!
Do not book 27 soley apartments in iceland!

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Update by Janis Dunavant
Apr 14, 2017 2:42 am EDT

I booked this hotel with Booking.com for 3 nights. I had to cancel due to serious illness two months in advance. I emailed the property through Booking.com as instructed. I never received a reply. Booking.com did not follow up. The final result is that this hotel charged me the entire 3 nights with tax and refused even a partial refund. They will resell this room and will therefore make twice as much.
There are good reviews for this property.p on Booking.com. Do NOT use Booking.com because they disclaim any responsibility for bookings even though they of course make money.
I definitely would never stay at this hotel because I think their business practices are unethical. You never know when you have to cancel, and if you do, they will keep ALL your money!

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4:47 am EDT

Booking.com complaint about reservation [protected] bayview apartment mauritius

Dear Sir or Madam

I am very such disappointed about the customer service of booking.com. I ordered for my stay in Mauritius 6 days in Bayview apartment Grand Baie Mauritius. On our arrival we saw how dirty the flat was. We booked this flat some 6-7 weeks before and according to your site and details it was said to be one of the BEST PLACE to be. Unfortunately that all lies and you should not be cheating your customers

I was in contact with the hotline and I was told that they will take care of the matter and a half hour later I received a call from your side (Slowenia) stating that they are trying to find solution, another 30 mins later I finally received a call from Netherland this time telling me that they will cancel the reservation AS THEY HAVE NOALTERNATIVE SOLUTION FOR ME:
Bloody hell I ordered on time so that I have a place to stay, we arrived at that place with all the kinds and luggage and have no place to stay. The worst thing was that almost all hotels were sold out and we could not find a place to stay. Unwillingly we have had to stay in that pitch for one night, the bathroom was so dirty that we decided to shower in the garden with the garden hose and used the toilet from restaurant in the neighbourhood

you just think of making money at the cost of travellers and you cannot tell me that you visit that place before, then you must have been blind. The following days it took us a whole day to find another flat and causes us a lot more of expenses and our holiday was spoiled

I am a genius user of booking.com, since then I HAVE DECIDED NOT TO USE YOUR HOMEPAGE BECAUSE YOU ARE NOT SERIOUS.

This is not the first time that I have problems with your company, the last time in Barcelona was the same ### and I paid three days for an apartment in which I didn´t dare to touch the door knob.

We travel a lot and together with my husband H. Kulczynski, we booked 5 WEEKS in DayInn Hotel in Berlin Köglerstrasse but not towards your services and if you want us to be your customer again you better revise your policy.
M Ann Kellermann-Kulczynski

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8:13 am EDT
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Booking.com cancellation

Dear all,
as usual I always book a trips (my and from my friends)over your site.Usually I'm very pleased, but yesterday I had one situation.
Where I booked a hotel, thinking that this price is in kuna, but it was in the pound, which I noticed after several hours of booking, so I canceled the booking, because it is to expensive, but the hotel took 346, 80 pounds of fees .
Please can you accept my complaint and can I get a refund because cancellation happened the same day, and because I always book through you.
Date of incident:11.4.2017
Client name:Miljenko Cukon
Hotel name:St. Martins Lane, Westminster Borough, LONDON, UK
Kind regards,
Slavica

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3:26 am EDT

Booking.com booking.com unsecured company

Dear Booking.com team, we are key One Holiday Homes, registered company in Dubai UAE, our property ID is 1960328, after the long term successful cooperating with Booking.com, we having with you a huge problem!
First we had no show booking number [protected], as per policy of Booking.com we have charged the full amount of booking as guest was no show.
But probably guest went in the Bank (National Bank of Abu Dhabi) after and submit the complain that we charged him wrongly, so Bank wants to take money back and not accepting any evidences from as and from Booking.com (Policy latter that guest agreed). The bank is not admit the Booking.com as a secure company, For me this is very ridicules and unexpected, as we are old client and working long time with booking.com. Please, be informed as well that we were communicate with local office of Booking.com, but nothing is changed and they admit that Booking.com is unsecured company!. We can provide all Email communication.

So we are requiring now:
1) Please, confirm that Booking.com secured company!
2) if bank will credit money Back, we are expecting Booking.com to compensate this amount!

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3:06 am EDT

Booking.com false advertising of an awful hotel

The Albany Hotel in Durban, South Africa is nothing like it's description on the booking.com website. The photos, description and star rating are completely inaccurate and I have no way to contact booking.com to tell them this! When you google this hotel booking.com has the audacity to say it's party of their preferred hotel group... this was my review of this hotel on booking.com:

Everything! The location is horrendous, the staff are unhelpful. We had no idea where to park, so I went into the hotel to ask, was told to go park in the parking garage down the road, and that it would cost us R50 a car 😑. Cue the filthiest parking garage and road you can imagine... we were then told by the garage attendants that we actually needed to pay the R50 in the hotel. When we refused to drive around the block for the 3rd time they let us in (just for the record the parking attendant was the nicest person we encountered during the entire "Albany ordeal") and up to the 4th floor. We then had to carry all our luggage (and hang on to 4 kids) through the filthy parking garage until we eventually found a tiny elevator in the darkest dingiest corner and couldn't actually get our luggage into it because there was a car parked right up against it. We had to squeeze ourselves through a gap no wider than a ruler. After a terrifying lift ride (where the doors didn't open for so long we thought we might sleep in it), dodging cars and a long walk down a busy street (PROSTITUTes and drugs for sale, I #### you not) we arrived at the hotel. The lobby was newly renovated and looked great (this is the area from all the photos online) so we felt a bit better. We took the elevator up to the 7th floor, and when the doors opened we had been transported back in time... we nervously approached our room door and once inside we took in the smell that can only be described as damp laundry that's been lying in a pile in the for corner for 3 months! It smelt worse than our bathroom in Krabi, Thailand that sat underwater for awhile after a freaking Tsunami! The room was dirty and the bathroom was awful. We stood around in shock for about 20 min and then I phoned reception to complain. I was told: "the manager has left for the day so there's nothing we can do" and "you can leave but you won't get your money back". We decided to leave. On our way to the elevator we were treated to the view of a large naked woman walking through the hotel corridors 😳. I gave in my cards and the receptionist said "you only have to check out tomorrow, is there a reason you're leaving?" at which point I repeated my various concerns. I then got a "oh ok, goodbye" and we had to relive the harrowing experience of getting back to our vehicles. I am utterly appalled by the entire experience! When we got to our new hotel the children actually said "it's so nice to feel safe again".
Do not stay at this hotel! I would give it a 0 if booking.com allowed me to! It's not even a 2.5.

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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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Booking.com contacts

Phone numbers

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

Website

www.booking.com

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