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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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R
1:59 pm EDT

Booking.com Erroneously credit card charge

JH Hospitalty group in Mystic ct, charged us for a reservation that we were told by booking.com computer website couldn't be confirmed ( we were advised to give our credit card number to book reservation) but then were told it was booked.
Today 9/7/2017 we were billed by holiday inn ( aka JH hospitality group) for a room that was booked and we never received any e mail update with a change to our original request
Ron Mullen & Stella Savino
Note: this issue seems similar to all the other complaints

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3:43 am EDT

Booking.com unethical behavior in Ginosi Apartels

Don't know where to start. Nothing good to say.
They mispresent the hotels and provide false information, so when you arrive you'll be more than just surprised. "Worst experience, bad s, do not book with this company!
I travelled with my wife and when we were looking for an apartment we wanted to book something bigger than just for two. The apartment we booked was for 4 people, that's what we wanted and what we paid for. But when we arrived the room was poorly furnished and had a really small bed.
Plus, the room was dirty and it smelled like a cigarette smoke inside. Disgusting.
We will never use it again for sure.

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5:52 am EDT

Booking.com complaint

Booking number: 1176.919.095 Hotel de Normandie, Jersey 28th Aug - 4 Sept

Just returned from a week at the above hotel. My booking confirmation states 'Please note that the hotel does not accept guests under 21 years old'.
This was the main purpose for choosing the hotel as we need d a quiet week after illness. The hotel was alive with children of all ages and the week far from quiet! Not good enough and amounts to misrepresentation - please look into this and advise.

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4:47 am EDT

Booking.com never use them

I used to be a regular customer for many years, but after they've let me down I was done with them. Extremely disappointed. I left a complaint on their website under the hotel description, but they didn't publish it. It's clear why but not really fair.
So how about customers' protection that has to exist? I booked a room in Prague and got a different one when I arrived. They didn't want to provide me the room I initially booked and I decided to leave, but they didn't let me go! is it actually legal? So I had to pay, I didn't want any trouble. But it makes booking look bad. And I know I will never be booking with them again.

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5:31 am EDT
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Booking.com overcharged

My partner and I booked a double room with a sofa bed in the Clayton hotel Belfast with you with the rate of €400 when we got to the hotel we were charged €422.57 and got a smaller room! The staff told me it was booking.com's fault and that I must contact you in relation to this problem! I would like to be refunded the money and told the appropriate charge for the room we stayed in! This is an absolute disgrace that we were over charged when we reserved the price!

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5:30 am EDT

Booking.com absolutely unacceptable

the description of the hotels they represent is fake. as well as taken pictures. when I got to the hotel I selected on their website it looked like it was abandoned many years ago. Grey, dark and simply terrible. I didn't want to stay there and asked for my money for almost a week. They refused and didn't want to continue the conversation, so they just hang up on me. What kind of service is that? Please try to visit the places you represent and fix your customer care because it's horrible.

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Pafufnik
, US
Sep 05, 2017 1:44 am EDT

I am currently trying to get Booking.com to refund us for a nightmare of a bed and breakfast in British Columbia. Fraudulent advertising - it was a nightmare. Booking.com has taken the side of the fraudulent advertisers and despite the pictures we have provided - including a printout of the confirmation the day we made the reservation - we have not heard from there any more.

We asked that they take this matter to a higher level of administration - yet we've heard nothing more.

We have been clients of booking.com for years - but when you need them to come to your support - they just disappear.
Be aware of false advertising and double check again other internet websites.
Booking.com takes no responsibility for the fraudulent claims by their advertisers. It doesn't seem to bother them.

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3:20 pm EDT
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Booking.com communication, assault

I have booked 2 sweet rooms at Atana hotel in Dubai.
1. When I have arrived they said not possible 2 sweet hotels and they gave me 4 rooms.

2. I took my children for swimming pool and one Indian manger at Atana hotel came and ask me to leave the swimiing pool because my kids didn't wear swimming cloth but they were. I have tryued to explain but he was, very ugly with me and he said to me I am un polite. Also he said i am teaching my kids bad behaviors. This man was, trying about to hit me.

I need my rights as I am customer.
If I don't get my right I will complain in the court.

Regard
.
Adil Al Shidi
Gsm_ 00968 [protected]

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8:44 am EDT
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Booking.com ahmedia heritage guest house dubai

I had a booking with Ahmedia Heritage Guesthouse on the 30 August 2017. I arrived there at 1:00pm. Driving around without being able to find any parking. On booking.com it says that there are parking facilities. When you read further on it states that PARKING is; public parking is possible ON SITE ( reservation is not needed) and costs AED 2 per hour. This is not true at all. I PHONED them to ask for parking space. After driving around for 2 hours I phoned again and again and said they must cancel my booking. Then they wanted me to park my car in a delivery alley. What was going to happen when I wanted to go places? I had to wait 15 minutes for them to clear the alley so that I could get through. There were still a truck and lots of loose equipment around. I refused and told them to cancel my booking. They did not want to refund me my money. I feel very strongly about getting my money back. There advertisement about parking is misleading. It is not ON SITE. In the streets. Jana Schoeman +[protected] jana.c.[protected]@gmail.com

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4:34 am EDT
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Booking.com hostel price

I will never book again from Booking.com !.

I made reservation Stranger Tides Hostel (in kotor) 12th of july . And my dates were between 2-4th of september. All My reservations were confirmed by the way ! .and they sent me an e-mail on 31th of july. They asked me to cancel my reservation because they were mistakes about price. I never saw or heard something like that. And l cancelled it. Because l thought l still have time l can check other hostels. And l made another reservation from Rooms Ana hostel (in kotor again) on that night. And when l was waiting for my flight on airport (28th of august) Rooms Ana sent me an e-mail. They said there is a mistakes about price and l have to pay double . I was totally shocked because l was starting to my trip on that day from Belgrade . I didn't reply on that time and l came to Belgrade with my sister. And we found Hotel Yolostel for our staying. There was a guy in there and l gave my booking prints for my confirmed reservation and he phoned to owner lady and she asked me on phone and guess what ? She told me that l can't see you reservation on my calendar . And l said but l have application of booking l can show you my reservation for 24€ . And she said no that's not possible for double room. You can't stay for that price. So this is the THIRD HOSTEL like that. l was reaaaally pissed off. And we had backpacks we couldn't walk around for another hostel like that . We agreed to stay for 48€ in a dorm for 8 people. And l was really angry because of that situation. And we just stayed in Belgrade for 3 days. The hotel in macedonia didn't send an e-mail to me while our stay in Belgrade but l was afraid of that situation so l just cancelled that night. And l checked for the other hostels in kotor and macedonia and they were all expensive .That's why l had to cancel my trip for 11 days. And l'll never book a hotel from booking again.l sent an e-mail to them with all my evidences(screenshots of e-mails and so on) and l'm waiting for a reply.

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8:52 am EDT
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Booking.com hotel booking

Hi All,

I have booked a hotel in New York for 2 night stay. When I booked the Family Suite i did not realized that it did not had kitchen and also did not realize the booking i made was non refundable. Since my parents are too old and they cant take food from outside hotel. Within an 30 mins of my booking i contacted the property and bookings.com and both asked me to contact each other. I again contacted less than 14 hours and requesting to cancel the hotel for free of cost or provide me the options to book a room with kitchen. Both of my options are rejected. For my parents its a one time wish to see New York and now it looks like its going to be very tough for them to survive without having home made food. I accept there is a fault from my side for not looking the property details properly. But I made the request withon 30 mins and one more request is less than 14 hrs. This is really disappointing and caused mental worry for this trip.

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5:13 pm EDT

Booking.com full of scammers, fraud, and they never answer

I booked a villa from Orlando Supreme Vacation Homes from Booking.com. They charged my credit cardUSD1204 for prepayment. I cancelled in free cancelation period and I never got a refund. They never answer messages or phone calls. Booking.com also never answers. When I searched for the company I found that it's just a scam.
Booking.com is just full of scammers and fraud. This is my only awful experience on the net.

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10:58 am EDT
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Booking.com maritim playa hotel, playa del ingles, confirmation number: [protected]

I need to stay 1 night in Playa del Ingles from Jan 22 to Jan 23 2018, and booked 1 appartment in Maritim Playa Hotel. The description says it is over a pub. Now I am told it is over a discoteque! I just need a place to sleep that one night. With a discoteque I expect no sleep is possible. Please help me get a refund of the 110 euros. I'm a regular customer of Booking.com and not used to being misled like this. Here is the answer I got from the hotel:

On 2017-08-30, Maritim Playa wrote

Hello Arne
I see your reservation...Low Cost Room over the Discoteque?
This romos are in the 1-2 Floor over the Disco. So i am sorry, but we can`t change it to the upper floor in our Superior Rooms.

I hope for a quick cancellation and refund due to being misled by the wrong information on your webpage. A pub is not a discoteque...

Best regards,
Arne H Larsen

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10:08 am EDT

Booking.com unauthorized credit card charge

On July 24, 2017, I booked a hotel for August 4th same year. I had up to the 31st of July to cancel for free. I cancelled the hotel the two days later on July 26 in which I have the email that was sent to me. My confirmation for this booking is [protected] and my pin number 3888. I received an email on July 26th stating that my booking was canceled free of charge. The hotel was City Studios in Myrtle Beach, SC.

On Aug 3th, I noticed a pending charge on my bank account in the amount of 299.22. I immediately called the hotel and they stated that it was an oversight and they never cancelled my transaction in there system. I was then told that it would take 5 to 7 business days to receive my refund. I never got my refund I kept calling booking and the hotel and I was told that it would take 7-15 business days to receive the funds on my account. I stressed to multiple people the strain that this was putting on my account. It was now been almost a month and I have still not received my refund. This is frustrating and my bank account as been very inconvenience at no fault of my own for almost a month now.

I would like my refund, but I want to also be accommodate for the inconvenience of all of this. This is upsetting and I have been calling and calling and I get told to wait more and more days.

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4:04 am EDT
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Booking.com double taxation

I booked accommodation (Cozy Veneto in Rome) from 17th July to 23rd July. The price for accommodation was 540 eur, plus 30 eur cleaning fee.

On the confirmation (number 1131.548.464) is clearly stated that the price with all charged included is 570 eur and the final price shown includes taxes set by local governments or fees set by the properties themselves.
On my arrival 17th July I was charged additional 42 eur city tax (as indicated in Rental agreement with "My Extra Home" who are managing the property).

I contacted "My Extra Home" and they replied that 42 eur they charged is a local government tax, but what I had on booking.com confirmation is VAT.

In my opinion this is cheating and misleading advertising of property on booking.com. If the confirmation specifies that the local government tax is included in the price, but on arrival I am charged another tax by local government then it is double taxation.

I sent a message to booking.com trying to clarify the issue, but received no answer from them. This is a clear indication that booking.com has no interest of resolving the double taxation matter.

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11:40 am EDT

Booking.com hotel reservation cancellation

Hello,

I am currently travelling in Spain and booked all my hotels through booking.com. I have been planning my trip for months and have been updating my reservation because I can with the free cancellation policy. I have been so excited to travel that I would be checking for places to go, things to do and where to eat for weeks before departing.

I know for a fact, that before before leaving, I had all my hotels booked and organized. Everything was in the same place and I was able to see day by day where I was staying on the great app Booking.com.

Everything went great until my first night in Barcelona, on August 21st at 12AM, I receive an email about a No-Show for hotel that I had cancelled months ago! I know for a fact that I did not book 2 hotels for the same night in the same city and that I had cancelled the reservation on June 23rd and since then, it never appeared in my bookings until that night. I was so aggrevated that I spent my night trying to speak to a reliable agent over the phone. I waited 45 minutes on hold before speaking to the first agent and she just started reading my the cancellation policy, and when I started to explain the situation, she just hung up on me.

So I called again, now I was speaking to a different girl, apparently called Emily, and all I could hear was the 2 of them laughing in the background. it seemed like she knew exactly who I was and why I was calling for. To save the trouble, her lazy mouth just confirmed me that I will not be charged, started laughing again and hung up.

The next day, I receive an e-mail asking me how my stay was at Catalonia Roma. Obviously, I said that I did not stay there and a few hours later, an agent emailed me to ask about the situation but only offered a 25$ goodwill gesture. The hotel charged me 175$.

I am claiming a refund from Booking.com of 175$ due to the flaws of their system (not registration my cancellation) and due to the lack of professionalism from their employees.

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Betty1903
, TR
Sep 05, 2017 4:00 am EDT
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They also asked me to cancel my reservation for 2 hostels in montenegro ! They said that there is a mistake about price. 1 hostel from montenegro and 1 from belgrade asked double price for that rooms. I had to cancel my 11 days trip after 3rd day because of them

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7:55 pm EDT
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Booking.com guarantee policy

I tried to book a hotel with booking.com for the price that I found on another web site ($126 vs.168).

After they looked up the information on line I was told that I had to book with them first. I did this.

I called back into Booking .com that I would have to book this hotel with hem at the higher price and then after the stay they would refund the money. I tried to explain that this was not acceptable as I would not know if the paperwork that I sent them is acceptable. They could possibly find a minor difference in the room booking requirements and hence not give me the refund.

The agent I spoke to, Zee, would not give me an idea or any other further information. I requested to speak with her supervisor. She asked why and I explained that their refund policy was not clear or acceptable.

She then disconnected me.

Obviously I will not use this company again as I did in the past and I advise others not to deal with them also.

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6:04 pm EDT

Booking.com web problems

Ref. [protected]

We choise bay breeze for location very close to oakland airport and quiet area near coliseum.
(On the web I see : 4, 8 km from oakland airport) the real distance is more than 8 miles... Quiet area near coliseum? Motel is in a very hugly street so dangerous especially in the evening. A lot of "strange people everywhere" the reception is protected by
Gun resistant glass! Now I can undertand the reason why!
We pass a very unsafe night with a lot of people walking up and down and sambody knok our door...
We aere traveling with 4 kids!
For this reasons and for real distance we do not delivery our 2 cars to reach the airport instead of take a taxi so we spend one day more reantal.


Ref. [protected] stay hotel waikiki

I reserved on feb 2th 2017
I choise this hotel for location, and nice new rooms
(White... With blue decorations, e nice orange armchair... I saw in web.

When I arrive the hotel looks very very different

Location was ok but the hotel was very very old. I ask to see the rooms before check in but they refuse to show us the rooms..
After a long journey we accept to check in.
The rooms was old as the reception.
The family room was with 1 queen bed + 1 sofa bed (120 cm) very hard to sleep for 2 persons.
I complain with the manager and she and the give to us un extra single bed (Free of charge)
But they change all the pictures on the web so we cannot
Complain for old room instead of new rooms.

Please would you mind check the pictures on your web on february.
The rates are interesting and I could accept the accommodation in old room wheather I know in advance!.in this case I buy something different.



Ref. [protected]
Grant hotel in very well located.
Very nice picture on the web in the reality is a very old hotel
Not very cleaned in fact there is a bad smell starting from the hall.
The breakfast included is
Automatic machine for coffee and tee
And just some croissant on the reception desk.
We had croissant just on the departure day.
So we ask for refund for real service and unitilized real continental breakfast wich is usually different.


[protected]
[protected]

Motels with a very small rooms and we found towels just for 3 persons.



Dear booking.com managers
In my opinion is very important to do a double check about the hotels on you web site.
I usually book my holidays on your web but I don't know in the future.

Thanks for your reply
Paola

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1:56 pm EDT

Booking.com hotel venezia, prague, sokolska 39, 120 00, czech republic

Dear Sir or Madame,
I would like to make an official complaint about Hotel Venezia in Prague where I booked my stay through your website.
The booking was made on 18th August, booking number [removed], PIN [removed].
I booked an economy double room with bathroom as described on the website.
I arrived on the 23rd August and meant to stay for 1 night.
The room was of such a low standard that I couldn’t believe my eyes. The receptionist told me that they had some problems with the laundry and that somebody would come to make the beds at 5 o’clock. At least I could see what the duvets and pillows looked like. Dirty, stained, shabby, old just horrible. Same as the mattresses the filthy carpet, some old dirty sofa… When I later complained to the receptionist about it she replied that it will be ok, because there was no bedding yet but they would COVER it later when the laundry comes. So apparently it’s ok to have dirty bedding as long as its covered and you can’t see it. The best was still to come though. She told me to follow her to the bathroom in the corridor. This is not what I expected or what I agreed to. I was travelling with my 4-year-old son and I wasn't going to leave him in the room alone at night when I wanted to go to the bathroom or wake him up and take him with me, not mentioning the fact that I would be scared to leave the room even if I was on my own. The room was in a corridor that could be locked (it looked like a former apartment with a main door) but it was dark and filthy and there were other doors which I couldn’t know who had keys from or where they led. However, we went to see the bathroom and my jaw dropped! Never ever in my life have I seen anything like that in a hotel. Dirty shower with mould around the tiles and tub and the shower curtain must have been at least 10 years old judging by it’s brown colour and a 20 centimetre wide stripe of dirt at the bottom of it.
When I said that I wanted my room to be changed or my money back the receptionist suggested changing the shower curtain and said that as we were staying just one night they wouldn’t give us a better room. They don’ t give nice en suite rooms to people who stay only for a short period of time. Well it should be mentioned on their websites that they divide the customers into several groups according to how much money they bring into their business and the customers who stay only shortly are not even worthy getting a clean room.
For me it works a little differently. For the first time I might just come for a short trip and if I like the place I may come again for longer and even recommend the place. I wouldn't mind simple furnishing what I absolutely require though is cleanliness especially coming with a child.
The hotel took money out of my account even before my stay (on 21st August) and they refused to return my money as the booking was not refundable. Well, I see that this a way to protect the hotels if somebody makes a booking and doesn’t turn up but in this case we did check in and if the hotel met some basic standards and met what was written in the description of the room we would have stayed. How is it fair that I still have to pay even though the fault was on the side of the hotel by not having provided what was promised and expected? In my opinion the hotel failed to deliver and therefore I shouldn’t be charged. If booking a room is taken as a sort of a contract between the two parties and, if we look away from the cleanliness, and just take into consideration the fact that we didn't have a bathroom in the room, for me they broke the contract.
Apart from other things it was also difficult to speak with the receptionist as she didn't speak Czech very well.
I contacted one of your employees who was trying to help, he spoke with the manager but he wasn't bothered at all.
So I would like to know how you protect the customer in cases like this one. It caused me a lot of aggravation. We arrived in the afternoon and had to look quickly for a different place to stay which caused a lot of stress to both me and my little boy. Not mentioning the extra cost.
Please, tell me how to proceed in this matter and how to get my money back. It’ s not a fortune but I don’ t want to leave my money to somebody who doesn't deserve it!

I trust you will follow this through and I expect to get a positive outcome.

Thank you for your attention.

[removed]
[removed]
+420 xxxxxxxxxxx

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4:07 pm EDT

Booking.com relocation notice by the hotel - improper conduct

Dear Madame/Sirs,
I want to draw you attention to an incident concerning my future reservation for April 2018 in Los Angeles. As I have stayed previously at the same apartment (Ginosi FiGaro), which I found adequate and very well located, I booked this place well in advance through booking.com for our next stay during an international congress. However, after a couple of months after booking I received the following email:

'We are contacting you regarding your reservation in 1361 S Flower St, Los Angeles 90015. We regret to inform you that due to unforeseen circumstances at the property, we need to relocate you to a one bedroom apartment at 634 S Bixel street, Los Angeles 90017.
The new property is approximately 2.5 kilometers from the original apartment... '

This is clearly improper. If there is change of an agreement, it is a case of negotiation, not one-way announcement. There is no mention of any price, compensation, or pricing, for that matter. Furthermore, if I am not mistaken, the originally booked apartment type seems to be right now available at the original place - and at a higher price, too.

This kind of conduct is bound to have consequences. First, naturally, the ill-treated customer will hardly ever even consider re-booking or recommending this accommodation again after such an event. Second, this may unnecessarily throw negative light on the mediator, booking.com, at the same time. Furthermore, if such an uncertainty after will become a more widespread practice, the customers will increasingly make double/triple etc. bookings to make sure that they will not end up in trouble or inferior positions during e.g. high season etc. which would cause unnecessary problems to accommodation providers.

I think booking.com should be aware of this sort of activity and correspondence.

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11:45 am EDT

Booking.com complaint feedback on quy hung hotel, 20 dang thi nhu, district 1, ho chi minh city, vietnam

Dear Sir/Madam

Complaint Feedback on Quy Hung Hotel, 20 Dang Thi Nhu, District 1, Ho Chi Minh City, Vietnam.

Check-in date: 26 August 2017 Check-out date: 29 August 2017

Confirmation Number:[protected]
Pin code: 2106

For your information, I went to check-in to stay at the hotel but was told that the room I have booked were ALREADY sold to another customer, i.e. there was no room available for me to stay at the hotel. Therefore, I have to find other place to stay.

Therefore, I hope Booking.com WILL NOT CHARGE ME with respect to the above booking.

Thank you very much

Best Regards

Mariam Ibrahim

Confirmation Number: [protected]
PIN code: 2106

On Wed, Aug 16, 2017 at 11:15 PM, Booking.com wrote:

Confirmation Number: [protected]
PIN code: 2106
It’s almost time for your trip!
Are you ready for your upcoming trip in 10 days?

FREE Cancellation for this reservation is available until August 19, exclusively. After that, you will be charged to cancel.
Manage booking
Paperless confirmation

Quy Hung Hotel
20 Dang Thi Nhu, District 1, Ho Chi Minh City, Vietnam
+[protected]
Check-in Date: Check-out Date:
Sat, Aug 26, 2017 - from 14:00 Tue, Aug 29, 2017 - until 12:00

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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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