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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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4:25 am EST
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Booking.com best price guaranteed?

I booked accommodation through Booking.com for Cape Town on Friday 4th March 2016, costing me £620. Soon after booking, I realised the same accommodation over the same dates was £575 on Expedia. Booking.com only had refundable bookings available so luckily I had booked this and it fell under their "best price guaranteed" rules. So, I called immediately after the booking and told them I would like the difference refunded or I would just cancel and book with Expedia. The person I spoke to in customer services, named Gerardus, said he would send me an email and I must reply with the details. He assured me that it would be dealt with straight away if I did this. So, I sent the link to the Expedia page as he requested with all other details. I also decided to take screen shots of the deal, just in case the accommodation became unavailable. I also sent this information via booking.com's online customer services form in case Gerardus was slow in dealing with the issue. No response. I left it over the weekend, assuming the department that deals with it does not work on a weekend and called first thing this morning (Monday 7th). First of all, it was lucky I took the screen shots (which they had not asked for), as the accommodation was sold out on Expedia now and they wouldn't have looked into it at all. However, they still would not refund the difference because it was a non-refundable booking that was for sale on Expedia, i.e. a different product. I explained that I didn't need a refundable ticket, as I had explained to Gerardus on Friday, but that's all that was available on Booking.com and if he had looked into this or advised me sooner, then I could have cancelled with Booking.com and booked with Expedia. Unfortunately, booking.com would not budge on this and told me it did not meet their criteria, forcing me to keep the more expensive accommodation with them since Expedia's accommodation was no longer for sale. It is perhaps my fault for not looking for cheaper deals elsewhere, however, I am a "Genius" member at Booking.com so accommodation has always been cheaper there in the past and I find the website easy to use. However, their "Best Price Guaranteed" is a joke and I'd be interested to see how many people successfully claim on this. What good is it if they don't look into your claim until days and days later when the other website's deal no longer exists. I did went beyond everything they required to claim this money back and due to their slow processing it has cost me over £45. It's not a lot but it's hugely frustrating and I'm disappointed that having been so loyal to Booking.com they don't seem to value my future business. I asked for a complaint's department but apparently they don't have one. Is that even legal? I can give my booking reference number and screen shots on request but I'm a little reluctant to post them on a public website before the trip.

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1:24 am EST

Booking.com non-refundable booking

Dear Booking.com,
I have been trying to sort out this issue since 22nd February where you unlawfully debited money from my bank card. I called you after I had problems on your website to advise that an error was made. You ignored this and immediately passed on my card details to El Guarapo who immediately debited full amount from my card, despite your assurances that you would EXPLAIN to El Guarapo the situation.
I have emailed you numerous times and have tried in vain to get through on the phone line.
You advised me that you would speak to El Guarapo to sort this out, . I have spoken to El Guarapo and they have said I need to sort out the matter with you.
We need to resolve this matter URGENTLY and I am asking for an immediate refund to my card.

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7:37 am EST

Booking.com hotel booking

I had booked a hotel in italy for the end of septemer and when I booked it said you can cancel up until september 24 which was 3 days before my booking. I then put in my card details to secure the booking but sadly had to cancel. I have now been told that I am being charged the full amount for the room. I have emailed booking.com and they haven't responded to me yet! I am pretty angry about the situation because it is clearly stated in big green letters about the cancellation and I can't find a policy anywhere. I am now going to lose £100 because of a stupid misconsumption. I don't know what else to do?

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3:04 am EST
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Booking.com hotel (surcharges)

I have used www.booking.com for years. My first dispute with them over resort taxes in Las Vegas was upheld & they reimbursed me.
However, I have just returned from a week in The Cosmos Hotel in Moscow. I am training for a half marathon race this weekend so booked this hotel specifically because it had a gym, sauna etc. On the www.booking.com website there are references to a surcharge for parking & collection from the airport but NOTHING about a surcharge to use the gym facilities. It was -5degrees outside so I went to the gym & was charged 800Roubles (about €8) to use the gym. There were 2 of us so an extra €16 per day was simply out of my price range. I paid £272 for a week for this hotel & presumed this included use of the gym. I spoke to the manager at the Cosmos hotel who explained they had 100's of complaints about the surcharge but it was www.booking.com's fault because they had been told on numerous occasions to update their website. I have since complained to www.booking.com and they have literally fobbed me off blaming the hotel. This is "totally" unfair. I could have paid for an almost identical hotel approx. £100 cheaper but the www.booking.com page DID state a surcharge for using the gym, so I booked The Cosmos so all my fees were paid up front. What can I do from here to receive the compensation I deserve other than simply keep slagging them off on Facebook?
Your help is greatly appreciated.

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5:30 am EST

Booking.com hotel reservation

My family and I reserved a notel named flora hotel apt in cubai 2 weeks before traveling here with my friends credit card because I don't have international credit card. So some days before coming, booking.com emailed me and said ur reservation os cancelled and after that another email that they said we charged u 350 dirhams because of ir cancellation! But I didnt cancel anything!
So anyway I showed up the exact date in hotel and although I called them and said my problem and they confirmed me we have no problem and ur room is ok, they said we dont have rooms u should change it with another flora hotel 10 minutes away from this one. And they didnt let me talk. I tried to say I dont want it but before I do anything the bell boy took our luggages and left and we had to follow him. Here in this hotel we are not happy and at the same time this one is cheaper than the one we reserved but they don't accept to take the real fee and say u should pay what u dealt!
Anyway I will leave this hotel and this country but will never reserve any hotel from booking.com and at the same time will tell my all family and friends not to trust the good rates cause u may trap in an unknown country spending ur whole money. Nobody wants that.

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4:48 am EST

Booking.com horrible hotel!

I booked a hotel through Booking.com for two people. When we arrived at the hotel we were shocked. It was absolutely nothing what we expected it to be. The hotel looked more like a motel, was very dirty and needed some work and refurbishment. The room that we stayed in was terrible. Our bed was broken, pillows were dirty. Toilet was also a mess, and towels were stinky! Hotel manager was not helpful. There was no tea or coffee in our room, we had to buy everything ourselves. There was also no toilet paper. There were some strange yellow stains on the carpet and the worst part was the huge roach in the sink! Horrible place. No thanks to Booking.com!

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10:59 am EST

Booking.com complaints about the service from booking.com

Dear CEO Darren R. Huston and all concerning,

My name is Dr. Thavatchai Aroonrasmeruang, my BOOKING NUMBER: 155.700.892
The property name is "Pizzeria Restaurant Wieser" Address: Toning- Stoeckl- Weg 2, 39030 Rasùn di Sotto, Italy
I made this booking on Saturday 20, Feb and on Monday 22, Feb I received the call from the property told me that the price I booked was not correct and asked me to cancel this booking and make a new booking with a new higher price. But I decide to call to booking.com customer service and ask them to help me for the mistake that I didn't make it.

After calling so many times and talking to different persons from customer service team but never have a chance to talk with the senior supervisor. Finally the man before the last lady that I talked to, responded to me very impolite, he said that "why you call to customer service everyday?" and didn't tell me for any progression of my problem and hanged up before finish the conversation. As the customer I have the right to call and ask for the best solution for my problem but why he said to me like that?

And now the last lady named "TAN" told me that the final solution that their senior supervisor concluded is "I have to accept the new higher price that the property claim now ( at first 60 EUR/night and right now 70 EUR/night ), " In general as the standard of travel agency after complete booking that means hotel, customer, travel agency have to accept all of the details in the booking include the price. If the mistake come from the property, they have to take all responsibilities, not the customer. And Booking.com as travel agency should help their customer and have the authority to deal with the hotel. But now Booking.com give me the solution that I can't accept and throw away all troubles to the customer like me. I am a doctor, if I do any mistake to my patient I have to take all responsibilities and solve the problems of my patient.

I think that now I am unhappy to stay at "Pizzeria Restaurant Wieser" and maybe the property will not welcome me so I also give the reasonable choice that I will go to stay at alternative property nearby named "Platzerhof" Via del Sole/ Sonnenstraße 22, 39035 Monguelfo, Italy but in this case I didn't do any mistake so the property and Booking.com should have the ethics and take responsibilities to compensate the difference of the room price and match all conditions that I must have from the old booking( I only ask for the difference of the price 150 - 111 EUR+ breakfast 36 EUR/3days ) but the solution from the senior supervisor is "NO"

So I kindly ask all of the concerning to review my complaints and find the best solutions for me. I always trust in Booking.com but right now I wonder that I should mistrust Booking.com or not because it's the second time that I have the problem with my booking ( in September, 2015 I also have problem from Booking.com with the Alaskan Wish Lodging Seward Alaska )

I ever had the problem like this from Asiatravel.com that is smaller agency but they can solve the problem quickly and I am very happy but not from Booking.com a worldwide agency.

My duty is so busy and I have to waste a lot of time during the past 5 days so again please kindly help me to solve this problem very quickly.

Hope to hear from you very soon.
Regards.
Dr. Thavatchai Aroonrasmeruang

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IrishPrinz
IrishPrinz
, US
Feb 29, 2016 11:33 am EST

I am very DISAPPOINTED and ANGRY because Booking.com double book us. When we get there to check in at the hotel at 3:30 pm tired from driving and spent the day outdoor, wish to clean up and relax a little bit in the hotel, they say they don't have my name not there and that they fully booked until next weekend. I tried to call your customer service for more than 10 minutes waiting on hold for operator no one picking up because everyone was busy while on their page it's saying they will answer within second. So we ended up driving back home last night because we couldn't any place to stay. Long and exhausted trip instead of fun weekend. Never gonna use them again.

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9:06 am EST

Booking.com very disappointed!

I booked a one night stay in a hotel in Germany through booking.com. I received a confirmation email stating my booking was accepted. Several days later I received another message saying that my booking was cancelled, since the minimum stay was for 3 nights. I contacted the hotel and spoke to their manager, he told that he never heard anything about minimum stay. No explanation from booking.com! I sent them a message, but never received a response. I'm very disappointed!

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7:43 am EST

Booking.com dishonest company

I booked a room through Booking.com, but the date of my arrival changed so I contacted customer support. Then they called the hotel, and later someone from the hotel called me back. Well, Booking actually did nothing, they just gave my phone number to the hotel manager. When manager called me she said that there was no reservation under my name. I also got a better deal booking directly with the hotel with no cancellation fee. I must say that this company is dishonest. Better stay away from this site.

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3:10 am EST

Booking.com terrible website!

I booked a hotel through Booking website. Later I decided to call the hotel to check if everything was ok with my reservation, and discovered that the hotel that they booked me in was not even operational! I immediately called Booking and they booked another hotel for me. When I arrived at the place I was told by the hotel manager, that there was no reservation made for me! I'll never trust Bookin.com again! They made two reservations me and every time they lied and scammed me! Horrible thieves! This company needs to be shut down! Avoid this company at all costs!

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3:54 am EST

Booking.com will not refund me when they allowed hotel to take unauthorised payment - £455!

Booking.com booking reference: 301.742.455

I booked a room in the 'Luxury Apartments Mondrian Market Square II' in Warsaw through booking.com for a stay in 9 months time. I selected the 'free cancellation, pay during stay' option as my plans were not set in stone. This option cost more but I always choose this option in case my plans change. I ended up cancelling my reservation a few days later through booking.com as I wouldn't be able to get to Warsaw. However, this hotel ended up charging me IN FULL for the entire stay which was £455 after I had cancelled. There are two major issues here -

1) Booking.com have allowed this hotel to make false claims about their booking policy as no payment should have been taken until my stay.
2) They stated they had 'free cancellation' which was also not the case.

I contacted this hotel several times and heard nothing back. I also mailed booking.com and I can't believe how badly they have treated me as a customer. It is over a month ago since this hotel took this payment and I have been given the runaround by booking.com. They have been unable to get a response from this hotel either which reflects really badly on booking.com that they allow them to get away with it. I can't get a response from them and neither can booking.com so it is obvious they have no intention of refunding me. They still represent this hotel on their website which means they are putting other customers at risk.
I have been given lots of conflicting information by around 6 different customer agents - initially I was told I would get a refund within 14 days. This didn't happen. Then I was told the hotel had 24 hours to refund me, if not booking.com would refund me. This was last week and the latest correspondence from a different customer service agent has said that the hotel has another 5 days. So I am being lied to by various customer service agents from booking.com. I am yet to get a definitive response from someone at booking.com where I'm comfortable the matter will be resolved. Do they think I will just sit back and allow such a large payment to be taken and not do anything? It was taken in January too which really messed me up financially.
This is a kind of fraud in a way as this payment was not authorised. It is also false advertising. Booking.com have to have some responsibility for their (loyal) customers. How can they and this hotel get away with taking such a large payment?
I hope any booking.com customers read this with great care - you are giving your bank details to a company who don't safeguard them and they are representing establishments who are clearly unethical. This should have been treated as a serious matter from the outset by booking.com and resolved in a timely manner. Instead I have been fobbed off and this hotel still have my money.

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6:14 am EST
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Booking.com credit card charges

Booked a hotel in Thailand for Aug 2016 through booking.com and noticed that the hotel charged my credit card for the full amount. This is for a holiday that is still seven months away. Promptly cancelled the booking and emailed booking.com to get a refund. They replied saying they would contact the hotel. Didn't hear anything back so had to call them and then was told I'd get a refund in a few days. A week later I am still waiting ...

When booking I was under the impression that your credit card details were used to secure a booking, not to pay up front seven months in advance. But it seems booking.com send your credit card details to the hotel who can then charge whatever they want! Oh and good luck getting your money back. I will never use booking.com again.

Thanks booking.com for messing up a family holiday we have been saving up 3 years for!

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Update by michael_B
Feb 17, 2016 1:46 pm EST

Netsuke I specifically chose the no deposit option as was reflected in the confirmation email which clearly stated no deposit payable - payment at hotel. It is the fault of booking.com because they have STILL to date not sorted a refund for me. I am now fed up of waiting for booking.com and have reported this to the bank as a fraudulent charge. So this pathetic hotel can fight with the bank over the money if they really want it that badly!

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Netsuke
, AU
Feb 17, 2016 11:46 am EST

michael_B - You need to read the wording carefully as some accommodation places say they may take payment. This has happened to me with some accommodation places, but when I cancelled the booking(s), the money was refunded in full within a few days. It is not the fault of booking.com, but rather with the hotel. Not all hotels take part or all money at time of booking - you need to read the fine print.

I have always found booking.com to be helpful in my dealings with them.

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9:20 am EST

Booking.com booking of a hotel

Dear all

I have had a complaint that has been ongoing with booking.com since early December. They say I booked using the wrong email address. For work reasons I ALWAYS book using my account. All I need to do is click a Log in button at the top and it signs me in automatically. I think I would remember if I entered all of my credit card details and address details again. Also my computer flags up red if I enter the wrong email address as you have to enter it twice. It comes up red and says "did you mean..." with my correct email address and will not let me pass the page till I address this. All this has not been enough for them and they are adamant it is my mistake. Even though they won't offer me any proof. They offered to refund me half the money and on my last email I agreed as I realised they were not going to take responsibility. Low and behold they have ignored me trying to contact them FOUR TIMES! They stopped replying with my ongoing discussion. I contacted customer services and they did not get back to me. I also contacted them using the contacts form and when they asked for my booking number they have also ignored getting back to me. This was 3 weeks ago. I always book with them every single week and find it disgusting that they will not give me any proof and they have ignored every single email since a few days before Christmas. Its now mid feb and I'm astounded by this level of customer negligence.

Parisa Hatami

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10:18 pm EST
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Booking.com customer reviews

Booking.com accept customer mis-statements, incorrect facts and outright lies without checking the veracity of comments even when the host points this out to Booking, Com's so called Review Panel. I was advised over the telephone that their only concern is if profanities are used and that bookers can make any comment regardless of accuracy or truth, what a system, I gave them an opportunity to review one such guest, my next step is to seek legal council for libel and threaten the writer, why should I have to go through this

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4:23 am EST
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Booking.com charged for a booking that was not existent.

I have used booking.com for years and consider myself a loyal customer, until they made an error with a booking and have still allowed me to be charged for their mistake.

On November 16th, I was charged for booking that I never received confirmation for and that in my booking.com account cannot be seen anywhere either. As I never received confirmation/could not see the booking anywhere, I booked a new place, which I stayed at.

Upon contacting them, they advised me the booking was for a different company and therefore I needed to contact my bank and dispute the transaction, which I did.

"Dear Rebecca Smith,
Thank you for choosing Booking.com.
We are writing to you regarding your reservation [protected] at Perfect Days Charles Bridge 2, check-in date 2015-11-12, and check-out date 2015-11-16.
The accommodation has confirmed that the reservation was paid on arrival, but they say they did not charge the credit card provided. The charge to your credit card has been made by Malostranska Rezidence Praha which is not the same company.
In this case please do dispute the charges with your credit card provider.
Please feel free to contact us with any additional questions.
Kind regards,
--
Birgit
Booking.com Customer Service Team"

The bank came back to me and advised that when they contacted the hotel that the charge was taken for, they had a "no show" and thus the charge would go through (which has now put me in debt). When I called booking.com they advised that as I had the booking number now (the hotel gave this to my bank, who in turn gave it me, I NEVER received this), that this was a booking (why not advise me that the first time I contacted) and that there was nothing they could do, then hung up on me.

Again, I emphasis that this booking is not found on my side, no one contacted me about it, confirmed or called to find out why I never showed? Which means the room could have been resold also. As a customer of theirs for a long time, I will take this as far as I need to, to prove this was their error that they need to rectify and ensure their agents treat clients correctly, with respect also.

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9:33 am EST

Booking.com toctoc in rome

Wow! What a company disregard for safety!
I wrote in complaining of a safety issue. Our adult son ended up in the hospital with a concussion after hitting the doorway that was so low that he lost consciousness. Our daughter hit it as well but only ended up with a bad bump. Booking.com told us that they can’t guarantee any of their properties and there is nothing they can do !

I am enclosing pictures of the doorway. We are not talking that it is slightly low, it is incredibly low and dangerous and this is compounded by the fact that there are stairs right under them. The stairs go down from the living area to the kitchen and it is a very cumbersome and dangerous situation managing the stairs, having to duck and to time when to go up without hitting your head if you are over 5 feet 5 inches!
This property was recently remodeled and there should be a warning mark on the doorway. (red or yellow line)
I would have thought that booking.com would have been interested in safety issues, but I guess I am wrong. I am a healthcare provider and it is ingrained that you look after the well being of others. I think that it is obvious that money comes before safety at booking.com.
I will not only NEVER use their services again and I will go out of my way to tell everyone I can about the experience I had and show them your response! I think I will incorporate this into my lectures at the school I teach and demonstrate how not everyone cares about others.

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5:59 am EST

Booking.com booking services for rental owners

Im a vacation rental owner and I found out their site just does not cater well for this type of thing even though they say they do. Their internet interface (extranet) which is their booking management system is so complicated and full of errors that you encounter every possible thing that can go wrong: f.e when a customer books, the customer's credit cards would show charge declined, and we are supposed to then press the link on their booking system: credit card invalid so we dont get charged commission for the transaction. The link did not work and customer service (every time a different country!) could not fix, consequence I got charged 15% commission and the guest never paid or booked! I would get a booking, but then the cvc code for the credit card was not displayed for security reasons! Well, how can I charge it without a CVC code? Consequence: you guessed right, they charged booking fees, but I could not process the payment from the guest. On and on. Then they started to accept bookings from guests even though my calendar was messed up due to their complicated calendar system on the extranet (to close up a room - as they call it, you have this really antiquated spreadsheet system and you have to do multiple steps - (close entire room, then close from monday-friday, then the amount of hours or something equally weird), a nightmare to manage!
Dont use these people. I am Dutch and they are a Dutch company but this is such a back to the 90's internet set up that I am ashamed that they are from my country. So old fashioned in their internet dealings! Terrible.

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6:26 am EST

Booking.com horrible customer service

I booked a room through Booking. But due to the health reasons I had to cancel the booking few days later. When I made a reservation, I paid the full amount. So I contacted the hotel and they said that my booking was never cancelled and that is why they could not return my money. Then I contacted booking.com customer service many times and finally got in touch with somebody from the staff. They said that they need time to find the resolution. One month later I received a message from them stating they could not find the resolution, so there will be no refund. Please, avoid this scam service and save your money.

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8:25 am EST

Booking.com scam from bumi hegar guest house via booking.com

It is the first time I feel really disappointed with booking. com. I have used it a lot of times, but their service this time is not professional. This hotel bumi hegar guest house treat us terribly bad and we cant even create a review. How can people trust this site. This hotel said that we didnt come or no show so we cant wrote review about this hotel, and booking. com let this such a thing happen. We came there from another city, and we called the owner, and he said he gave the hotel to someon else already, we still understand, eventhough we are really tored that time, and we have booked the hotel, and he didnt give us a room, he told us to travel to the other part of city, which is 1 hour, he promise us a room with ac, etc, and etc. When we arrive there after 1 hour by taxi, the room is small, like 2x1m, dirty, with really small bad, with ac, or fan. What a scam. Thanks for booking. com for being uncooperative. We wish we could just write a review for this hotel so one else has the same experience.

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5:51 pm EST
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Booking.com refusal to refund holiday booking following the death of my mother

I booked a holiday, not flight, with booking.com on the 11 November 2015, date of arrival Thursday 14 January 2016, date of leaving Tuesday 19 January 2016. Unfortunately my elderly mother became unwell on the 19 November 2015 and was admitted to hospital and sadly passed away on the 23 December 2015. Due to the Christmas and New Year period, her funeral was scheduled to take place on the 14 January 2016 the day that I was due to go on holiday. I therefore contacted Booking.com to explain the circumstances and to advise that I wished to cancel the holiday as I had rather a lot to contend with. I was informed that I could only reschedule the holiday and not have refund and that I would have to make my reschedule by the 14 January 2016, the day of the original holiday, the day of my Mums funeral. As I was dealing with the funeral arrangements and other related matters following my Mums death, the last thing that I could possibly consider was the rescheduling of the holiday and consider this totally unacceptable of Booking.com not to offer me a refund considering my circumstances. Please could you assist.

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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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