Booking.com Reviews 93,281

I had an awful experience booking through Booking.com and feel let down both by the condition of the property and their lack of meaningful customer support.

The property was completely unfit to stay in:
– It had a strong, unpleasant smell
– The shower didn’t work at all
– The smoke alarm was not functioning — a major safety concern
– There were no blinds or curtains, so the room was fully lit from 4 AM in the middle of summer

I raised all these issues immediately. Over the course of my 5-day stay, I called Booking.com more than 20 times. Each time I was told the issue was being looked into, but no action was taken. They never chased the host, and I received no proper updates or support. It felt like I was completely on my own.

In the end, despite all the inconvenience and the uninhabitable state of the property, they offered just a 10% refund — which is frankly insulting.

I had expected Booking.com to step up and take responsibility, but they failed on every front. Based on this experience, I will think twice before booking through them again — and I would urge others to be cautious.

Date of experience: June 29, 2025

Poorly explained rental policies and no link to review booking

Date of experience: July 06, 2025

Very disappointed in a lack of response from booking.com when I asked them to intercede regarding a booking I made in France. No reply, they are not interested.

Date of experience: July 04, 2025

No customer service, no support when things go wrong.

Incredible, really – you are left completely to fend for yourself.

Not at all worth it.

Date of experience: July 02, 2025

Would never use again, flew to France with my elderly mother and the property we had booked existed but was not a rental. Spoke to booking.com straight away, several calls, messages and emails to host. They cannot get hold of the host either and they will not refund the money despite the man on the phone agreeing it was clear cut and a full refund should be issued. Air Bnb from now on. Never again, don’t use they don’t care less about guests.

Date of experience: June 06, 2025

I booked hotel from booking.com the property manager declined my check-in request and accepted the booking how on earth is that possible?
How can I do early check-in fly???????
I have booked a bus. Cancel my bus ticket and book another cancel my work meetings just because one hotel is not ready for my check-in not ready to give refund
They deduct my money next day I tried to call property manager but he refuses to do the refund and booking.com has left me on mercy of the property manager
Pathetic pathetic pathetic

Date of experience: July 03, 2025

A joke of a company for us as a B&B location. Horrible customer service, manned by people that have no idea what they are doing.
We are now dropping Booking.com, and are listing exclusively with AirBnB and Marketplace.
Booking.com cancelled our listings for no reason. Different customer service reps give us different responses as to why. Turns out that it was an internal glitch, there was no problem at our end. Calls to them are constantly dropped, resulting in hours of wasted time online. Enough is enough.

Date of experience: July 06, 2025

I am furious. I booked this place FIVE MONTHS AGO, and they had the audacity to cancel LESS THAN 24 HOURS before check-in. No warning, no explanation, no apology, and worst of all — NO HELP. I’m traveling with a minor, and we are now stranded with nowhere to stay and no way to afford outrageous last-minute prices in London.

They claimed there's “nothing they can do” — seriously? You had FIVE MONTHS to realize there was an issue and you chose to dump us the day before arrival? This is completely unacceptable and feels fraudulent.

Booking.com should be ashamed for allowing a listing like this to remain on the platform. They clearly don’t care about guest safety or reliability. I trusted this site and now I’m left dealing with a nightmare.

STAY FAR AWAY from this property and think twice before trusting your plans to Booking.com.

Date of experience: July 06, 2025

Today I was scammed by the HIL 9 de Julio hotel in Buenos Aires. Booking.com didn't help me as a customer and let them rip me off. The hotel gave me a dirty, old room, and when I requested a refund, they refused, but Booking.com endorsed them. I don't recommend that company to anyone.

Date of experience: July 06, 2025

A very good reason to never use booking.com is this: If there is a cancellation fee and the host never gives you the key to enter or replies your messages, Booking.com will still collect it and refuse to give you the money. The people working for their customer service have such a low IQ, that they even told me: "Although there's a charge associated with this cancellation, we asked Sunshine city dict7 to make an exception. We haven't received a response from them yet." ...so they asked the host that never gave me the key to make an exception for me, and give me MY MONEY back, after I cancelled 3 HOURS prior, because THERE WAS NO REPLY!!!! In which laboratory where these employees engineered? Even AI has more common sense than these people.

Date of experience: July 06, 2025

Ripped off my mother!!! Will not use ever again money grabbing scum!
My mother has tried many avenues to get the refund that she deserves and you kept all the money and keep pushing her round and round different departments then hanging up on her!
The first initial error was you then her then you. Book straight on company websites people

Date of experience: May 31, 2025

Basically, the only thing that is bugging me is that when I requested a refund, customer service played the usual game of pingpong between themselves and the actual hotel. Each bad-mouthed the other, saying it was "only up to the other guy, don't let them tell you otherwise....yadda yada." The customer never gets the refund after being tired out. JUST TELL THE SIMPLE TRUTH -- you Ian;t giving a refund you are not legally obligated to give.

Date of experience: June 09, 2025

Don’t Don’t Don’t ever book with booking.com. I booked a resort earlier this year but had to cancel for unforeseen reasons. I tried to cancel the reservation within the stated time frame, but was unable to talk to a person. My emails were undelivered and I did call the actual resort multiple times and was told they couldn’t cancel my reservation through the resort and I had to deal with booking.com. In the end, my credit card was charged despite me trying to cancel within the stated time frame. I’m still trying to get the charges reversed.
Book through Expedia or Travelocity. Much better service.

Date of experience: June 01, 2025

Don't book through booking. Choose bookign directly. Booking has grown worse since they moved their customer support to India. You can never solve your issues.

Date of experience: July 06, 2025

Advertises fake low prices, then raises them when you try to book.

Date of experience: July 06, 2025

I cancelled a booking with booking.com, got a reply from them stating that the booking has definitely been cancelled for free. I got a notification last night that the company was going to charge me for the booking. I called the company this morning, and got help from staff Israa (nice name), who helped me to process the issue, and resent a cancellation notice in an email to me within 1 minute of our conversation.

I am concerned about the problems mentioned above, but thank God for Israa, her informative and client friendly approach. Thank you, Israel.

Date of experience: July 05, 2025

terrible if you are owner og the apartment.
Customer service is not helpful at all. All they do is transferring you to different department and youbstay on the line. The issue is bever resolved
Wondering what they really are paid for...

Date of experience: July 06, 2025

We had a stay in a ground floor apartment in Swansea Uplands, with a view to the lighthouse, booked via booking.com.
The hostess was so lovely and helpful, the apartment had everything we needed, and was absolutely beautifully decorated, The apartment was spotless, large and had patio doors onto a stunning view.
I can highly recommend staying at Uplands in Swansea.
I hostess went and above for us and also knew where the best parks, shops and restaurants were and was so helpful.

Date of experience: July 05, 2025

Full refund was agreed to by the host. Booking.com sent an email saying the full amount would be refunded & that it would take 7-12 days.
23 days later still have not received any refund. Nor any proper replies from my 3 messages and 1 complaint to the Booking.com service centre.

Date of experience: June 12, 2025

I strongly advise against using Booking.com. I booked through them, but when I had a problem with my reservation, they refused to help and claimed it was not their responsibility. They even say in their own terms that “we’re not a party to your contract with the Service Provider” and “we are not responsible for the Service, and we make no representations or warranties about the Service Provider’s products or services.” So if something goes wrong, they just leave you to deal with it on your own and won’t issue a refund. It feels like a scam because they take your money but disappear when there’s a problem. Very disappointing service.

Date of experience: September 06, 2024