Booking.com (www.booking.com) has a 1.1 out of 5 rating on OK.one, based on 246 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 96% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
I will never use booking.com again. You cannot speak to a person when it goes wrong. The people on the chat are liars and close down the chat, then email saying it was closed because you did not respond. They have absolutely destroyed my holiday,, wasted two hours of my time and kept me online until 1am. ABSOLUTELY DISGUSTING EXAMPLE OF AI THAT DOES NOT WORK
Really good deals, and the communication was easy as well, all my schedule foe the hotel confirmed no issues.
I rented a car through drivallia in Malaga i returned the car two days early it was a Skoda I was told it was a Volkswagen, I paid a deposit which hasn’t been returned to me £1200
After using Booking.com for many years, we ran into difficulty due to them cancelling our booking as a result as a dispute between them and the property. Our accommodation was already paid via e-transfer which we sent proof of payment multiple times using whatever method they requested but always received a standard reply requesting the exact same information. Two agents told us that we would receive a credit but it never came and three other people in customer service were extremely difficult to deal with claiming they either didn’t receive the information or couldn’t read it until we had them read it back line by line - AND still no results!!! We have lost a large sum of money due to their incompetence or policy to not refund. We recommend that people avoid booking with this company.
Fraudulent use of credit card I changed to booking ; after booking.com tried to debit my card for the changes (the card was was not consented to be stored in their system) they simply cancelled the entire booking and stated it could not be reinstated. Booking.com have so far refused to respond via customer service, and keep redirecting me to the property. Be sure to only use a disposable once/only card when booking through them, as they will keep and store your card details whether or not you consent.
Made a small error on a car rental booking; contacted them immediately but they insisted they couldn't change it and we'd get a £122 penalty. The car hire was only £160! First time I've used them for car hire and never will again. Will stick with Zest.
I booked a room at the Margaritaville resort on Lake Conro for my husband birthday. I picked the Lakeview room and somehow it’s not that view! I was also told by the staff at the resort that we have a ground floor because that’s what booking sent over. I’m so confused on how they can pick your floor and change what I paid for. Now the resort is saying they don’t have any views of the lake. I feel because I booked through a 3-party I’m getting the shit of the stick. Will not use either company again! If I could cancel the resort and get all my money back I would.
unresolved pre-travel dispute regarding severe property misrepresentation under the UK Consumer Rights Act 2015. A chat representative promised a callback within 24 hours which has now passed. The reviews for the hotel in question are vile, including filthy rooms, used and stained bedding, mildew and lime scale, sex toys found in room and one unlucky customer entered the room to fund someone else's belongings and an unmade room. I reached out to booking.com for an urgent response and have been ghosted by booking.com.
We booked a room approximately one hour before our planned arrival. Shortly afterwards, we received a notification that our reservation had been cancelled due to the check-in time. Despite the hotel cancelling the booking, the payment was still charged, and they have refused to issue a refund. When we raised the issue and considered sharing our experience in a review, the hotel sent us emails threatening legal action and making other intimidating and unpleasant statements if we posted a negative review. The tone of their correspondence has been hostile, intimidating, and highly unprofessional. We also contacted Booking.com for assistance, but unfortunately they did not provide any meaningful support or take action to help resolve the situation. We find it completely unacceptable that we were charged for a reservation that the hotel itself cancelled and were then met with threats and intimidating communication instead of a fair and reasonable resolution. We are extremely disappointed with both the hotel’s conduct and Booking.com’s lack of support.
Such a scam. Booked fully refundable tickets for a last-minute day-of trip that I then tried to cancel 2 hours later when I found better and cheaper flights. To cancel I had to chat with a customer service agent from their customer service partner Gotogate who tried to convince me that the only way to get a refund was by filing an insurance claim. I instead said I wanted to cancel using the "full refund" policy I had paid extra for but the customer service agent kept on trying to push me to file an insurance claim instead. I eventually got him to cancel the flights, but only by quoting U.S. Department of Transportation regulations regarding the 24 hour flight cancellation policy. Ten minutes later I received an email notifying me that I had successfully completed a refund ... for 10% of the original price of the tickets. I followed up again with another Gotogate customer service partner about only receiving confirmation for 10% of the original cost of the tickets and they said I should check with my bank in the next 10-15 days. When I asked what I should do if I didn't receive the money in that time period -- since there has been no official notification from booking.com that I will -- the customer service agent terminated the chat. 0/10 do not use booking.com if you want to get a refund without filing a bank dispute.
Awful. Absolutely awful. Easy to book sure but when you when your airline cancels your flight, booking.com aren't informed. For you to then reschedule your flight you need to apply for a refund to booking.com which takes weeks if not months. Had you booked directly with the airline using your own credit card then you'd be protected by article 75 AND you'd have the option of getting an instant refund or rescheduling instantly. My advice. Avoid at all costs. Book directly or use a competitor...e.g. Trip or Expedia. So stressful dealing with their incompetence. They offload all their customer service to gotogate. All I wanted was a receipt of the original payment for the cancelled booking and they couldn't even supply that....please do everyone a favour and go out of business
Don't book with booking.com. They process the transaction in Amsterdam, and you're up for a foreign transaction fee if you don't have a card that automatically waives it. They said: "We recognize how confusing and frustrating it can be to see international transaction fees applied, especially when your booking was made in AUD, using an Australian card, and for an Australian tour." Just admitting it.
Disastrous experience. Left stranded, 7 days of total silence from support!Text: My Booking ID is 5141670138. I booked a property a week ago, but the host never sent me the check-in code and vanished. I could not enter the apartment and had to leave the city. I have been trying to contact Booking.com support for 7 days straight. I sent 3 messages, but I am being completely ignored. This is a scam and violation of consumer rights. I demand an immediate full refund for the service that was never rendered!
Very bad experience.. booking .com is the worst site - I had booked hotel from booking.com- they took payment- no confirmation email- when I tried contacting customer care - they donot have any number - a public number is there where you wait for 15 mins to talk to an Indian with no vocabulary , who donot know what he is speaking and when I asked for an email id for customer care - he cut the call - no email for this site / poor customer care - I will never use this ever again
Booked an apartment with them in Malaga. Under the name Living 4 Malaga, on arrival at the premises, we waited 48 mins until entry. At 12.15 midnight. Inside was a complete pig sty ,disgusting. So we informed Booking. Com & Living 4 Malaga. We booked else where. At a cost. Still waiting for a refund.
Terrible I booked a hotel with balcony only to arrive there and for them to tell me that this is already booked by someone else they put me in a different room the lock on the door so I refuse to stay in there. They had to give me a different room with no balcony and it reduced price. I complained to Booking.com. I received no response after emailing 19 times paid over £100 for the room and they refunded me £7 in the end saying nothing we can do if hotel are not responding, disgusting I even brought the fact there was a health and safety issue at the hotel as the guest above were smoking in their room and throwing the cigarettes out the window we woke at 4am and the whole hotel smelled of cannabis, I am disgusted at booking.com they told me to report this to the local council myself if I am booking through a booking website do they hold no responsibility for the properties? They advertise
Booking process went smoothly but the following morning I got an email to say the property may cancel my booking as I had not paid deposit even though I had given my card details. I was to contact the property within 24 hours. Six attempts to telephone but no answer. Also sent 2 emails one to confirm I wanted the booking and one requesting payment link. No response. Tried unsuccessfully to contact Booking.com Got email the day after that booking was cancelled.
I booked the property through Booking.com. When the host requested payment via their third-party system, Booking.com explicitly instructed me to follow the host’s payment instructions. Shortly after, Booking.com notified me of disrupted booking and suspected fraud, advised me to cancel the reservation, and instructed me to cancel my credit card. The property owner subsequently disappeared, and no refund was issued by them. Booking.com’s policy states that full refunds following a cancellation are within 7 to 12 days. That period has long since expired. Despite accepting a fraudulent listing and directing me to use their payment link, Booking.com is now passing the responsibility to my credit card provider. A chargeback investigation will take up to six months, which is completely unacceptable given that Booking.com facilitated this issue. Booking.com failed in its duty of care to protect me as a customer by listing a fraudulent operator and endorsing their payment platform. Offloading the financial recovery onto my credit card company and forcing me to wait six months is an unacceptable evasion of responsibility.
A hotel cancelled on me. I wrote several times to booking.com help centre about the refund, also a refund for a taxi I didn't take due to the hotel cancelling and they have not replied. I've used them for years but will now look elsewhere
I booked a hotel through the app, but when I arrived at the property, they had no record of my booking and were completely full. I spent over two hours on the phone trying to get through to customer support. When I finally reached someone, they told me they couldn’t issue a refund immediately and I had to sort it out with the hotel myself. It was a horrible experience, would not recommend to anyone.
246 reviews matching