I booked a flight with this company and…
I booked a flight with this company and one of the airlines cancelled my flight. It's been weeks and I still haven't received a refund from them. I also had to rebook and was a day late to hotel.
About Booking.com
Data updated- Website
- www.booking.com
- Category
- Travel & Vacation
- Location
- 荷兰 · Amsterdam
- Status
- Unclaimed
- Last 12 months
- 246 reviews
- Replies to negative
- 0% (0/242)
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Is Booking.com legit?
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.
What people say
Don't do it. Book direct whenever you can.
Structurally, it feels like if everything works then booking.com is a fine way to book. But if ANYTHING doesn't work, then the terms you get through booking.com are worse (like the dates before which refunds are available), and the ability to make changes (europcar says talk to booking.com, booking.com says talk to europcar) is worse. Based on two completely separate car hire experiences over the past 4 days I will NEVER, NEVER, use this service again. It needs a different business model.
Extremely disappointing experience
Extremely disappointing experience. I don't know whether the payment issue was caused by Booking.com or the accommodation, but despite having a confirmed and fully paid booking, I was refused check-in because the hotel said they hadn't received payment. As two female travellers, we were left on the streets in an unfamiliar country for hours during the early hours of the morning while desperately trying to resolve the situation. I repeatedly contacted Booking.com for help, but received no meaningful assistance. Instead, I was simply told to contact the accommodation myself, despite making my booking and payment through Booking.com. I have since submitted a formal complaint and have still received no response. Regardless of who was responsible for the payment issue, I expected Booking.com to take ownership of the problem and help resolve it, not leave us stranded and then ignore my complaint. Very poor customer service!
Room Complaint
Our complaint is simply that our room was misrepresented in the booking.com photos that influenced our decision to book. We booked 2 junior suites for our stay. The first misrepresentation was that we had no balcony or outside space in both rooms. One room occupied in our party had been fully refurbished and in good condition despite there being no outside space. We felt very disappointed on arrival and asked to be moved to a better room. We were told that we could move but to a downgraded room which was also unacceptable. We were also offered a move two days before the end of our stay which we declined given this was also a downgrade. The junior suite at the time of booking on your website showed very modern contemporary rooms with an outside balcony. These pictures did not represent what we found on arrival. It came as no surprise that these rooms appear to have been withdrawn from the hotels marketing by booking.com and are not available on any dates for the next 12 months. We are seeking compensation for our holiday which was ruined by what we discovered on arrival. It is virtually impossible to contact booking.com by phone and both customer service and dispute resolution options don’t work and simply bounce. Our booking ref is : 5479808660 in the hope that they will read this review and have the curtesy to respond. We have taken photos of our room which we intend to post if we do not achieve a good outcome from our complaint. Hotel : Barcelo Montecastillo Golf Jerez
Booking.com allowed us to book with a…
Booking.com allowed us to book with a company thats reviews show they ask you for a refundable on leave deposit and never return it. We stayed for 1 night and were asked by the hotel for £70.00 that wasnt mentioned when we booked. £10 for sheets, £10 for the dog and then we would receive the £50 back after we leave. This was May 3rd, the hotel first said bank issues were the reason for non return, then several failed promises later they still havent returned our money. Booking.com have shown zero interest in helping us, washed their hands of responsibility completely. so i did some digging, the hotel in question has been complained about many times for the same thing to booking.com, even one guys bank wouldn't transfer the money on request as Rickardos in mablethorpe was down on the system as fraud! yet you can still book through booking.com today. they know the issues and dont act, dont warn you of the fees and the best we got was please talk to the hotel directly. the guy wont even answer my calls. 3 Months after a 1 night stay and no money, no hope! avoid both
Genius discount hides properties from me
I would have said I generally find Booking.com to be useful and I am a frequent user, having the highest Genius Level for several years now as I frequently book properties. But herein lies the problem. My partner and I have been looking at apartments and hotels for a tour around Europe in a couple weeks and are booking some ahead. I would say that 90% of the properties within certain areas are just not visible to me because they have opted out of the Genius programme. As a customer, I cannot opt out of this. Just as an example, in Venice-Lido, my partner had the choice of around 80 properties and I had... one!!! Not only that, but in several instances the properties available to my partner are significantly cheaper, even without Genius discount. Me being a loyal customer is actually hurting my options, which is insane! You should be able to opt out of this, especially if it literally means I cannot book in an area when there are little to no properties! As a result, we've been booking direct a lot more often and using alternative platforms. Poor show!
If I could give no stars I would
If I could give no stars I would! The accommodation booked does not exist! It is an office block! I tried to contact booking.com and it took over three hours to find out the property does not exist when I knew that already. We were left with limited time to find alternative accommodation. No sorry, no real help. Just stress!!!!
Will never use them
So, I had booked in an entire 3 bedroom house in May for Me and my family , while we were about to check in I had a call from the property management that our booking has been cancelled I was left shocked as I had my 74 old mom with me with mobility issues, I contacted booking .com who they responded saying book another accommodation with £58 in credit , how could they expect me to book in on last minute during a bank holidays when nothing was available. I was driving around till 11 night to find an accommodation but could not find it and left with no option but to return back to our home , I have lodged an official complain to booking.com in May 2026 and till today they didn’t bother to responded. From this experience my entire family my friends stoped using booking .com.
FRAUD by Booking.com, hosts be careful !!
I cannot recommend Booking.com based on my experience as a property partner. I became involved in a dispute regarding reservations that I believe should never have been accepted. Throughout the process, I repeatedly asked for the technical audit logs showing who reopened my property's availability and who cancelled a reservation. Despite many emails and hours on the phone, I never received a direct answer to those specific questions. What concerns me most is that messages which were previously visible in my Booking.com Extranet and which I was relying on as part of my records later disappeared from my view. I did not delete or archive them, and I have repeatedly asked Booking.com to explain what happened and to provide copies of the missing conversations. I also found the support process extremely frustrating. Different agents gave different explanations, I was transferred multiple times, calls were disconnected, and my requests for technical evidence were repeatedly left unanswered. In my case, the guest did not receive the stay, and I did not receive payment. I have asked Booking.com to explain exactly what happened with the reservation and the associated funds, but I am still waiting for a clear explanation. Until Booking.com provides the requested audit records and a transparent explanation, I have no confidence in the way this matter has been handled.
Do not use Booking.com
I booked six nights at a place called The Studio in Arundel, England. Six nights, two nights off, then one more night for Thursday 6/18. The Studio is an apartment; when I came back on Thursday at 4:00 in the afternoon, I simply opened the lock box (of course I knew the code) and went in. At 10:00 that night - I was in bed - the owner of The Studio knocked on my door and said that my reservation had been cancelled by Booking.com ('invalid credit card') and that someone else had booked the flat. She made me leave. I'm a 74 year old widow! She said she would take me wherever I wanted to go. Of course, I offered to pay for the night again and said the person who had booked it could go across the street to the Norfolk Arms. But no, I had to leave. I called my cousins who live very nearby and they took care of me for the night. When I arrived home, I disputed the 'invalid credit card' with my bank and received a credit. It's appalling that Booking.com made such an egregious error. By the way, they did send an email about the cancellation, but it was to my travel agent. I did not see it, obviously. User's recommendation: DO NOT use Booking,com. Simply read the reviews about it and you will know why, along with my story.
TRASH
TRASH! THEY TOOK MY MONEY NO CONFIRMATION INFO NO CUSTOMER SERVICE 100% A.I. I HATE THIS COMPANY!
DONT BOOK AIRPORT TRANSFER THROUGH BOOKING.COM ITS A CON JOB
Booked accommodation in Toronto through BOOKING.com and was offered a good sounding deal for airport transfer. However it’s a total con and they took my money with no driver waiting for us, as would be normal with any other airport transfer around the world. Our transatlantic flight landed at Toronto and while taxiing to the gate it became apparent from messaging from the driver/taxi company that they weren’t going to be there when we reached the arrivals area. We disembarked the plane 30minutes after landing and by the time we went though passport control I already had a message to say the driver had been released. Payment taken, no apologies offered, just messaging that made it sound like they thought it was my fault. Any other airport and a booked transfer would be offered. DONT BOOK AIRPORT TRANSFER THROUGH BOOKING.COM, it’s a total con
1 Star
1 Star My experience with Booking.com was extremely disappointing. I accidentally made a reservation and contacted the property almost immediately—within approximately two minutes—to ask whether they would consider waiving the non-refundable policy as a goodwill gesture. Instead of simply asking the property about a refund, my reservation was cancelled. I never intended to lose my accommodation if the refund request was denied. As a result, I was left without a place to stay in Vancouver while still being charged CAD 624.70. What frustrated me most was the customer service. Rather than addressing my concern about why my reservation was cancelled, I received generic responses explaining the property’s cancellation policy. That completely missed the point of my complaint. I expected Booking.com to clearly explain why my reservation was cancelled and whether they had my authorization to do so. Instead, I spent my time repeating the same issue without receiving a direct answer. I’ve used Booking.com in the past, but this experience has seriously damaged my confidence in the company. I hope they improve how they handle situations like this and ensure customers are fully informed before any action is taken on their reservations.
Have a booking with them
Have a booking with them, I can no longer access my account because I have lost my email. They won't cancel the booking. No number to call a human.. its all AI. Terrible customer service. Will never book using them again.
We booked a caravan through booking…
We booked a caravan through booking .com for one night stay the reviews were all good when we booked the stay there was no mention of a refundable deposit the day before our arrival my daughter received a txt from the hosts asking for a £100 deposit (returnable) before he would reveal the key box number she paid this in good faith . We left the caravan exactly as we found it and after a week the deposit hadn’t been returned. She had now tried to contact the host on numerous occasions and has had zero response after looking further into this host there were numerous reviews on trip advisor that people were saying they hadn’t had their deposit returned . Trying to contact booking.com is almost impossible and I cannot understand why this host hasn’t been removed from their website . I will be very reluctant to use booking.com again
If zero rating was an option that would…
If zero rating was an option that would be my rating for Booking com. I purchased flight insurance and the day before my return flight my mother-in-law was very ill and getting hospitalized so i attempted to reschedule my flight for a few days later. I was held captive for over 1 hour by what i believe was an AI chat bot then finally offered an option to either escalate to supervisors for review or pay $270 per ticket to reschedule.I chose the pay option texting that I would be filing a complaint and it hung up on me. I called back and got a different bot. Same type of texts and delays. I asked if it was ai and it responded no I am a real agent. Again wasting so much time on my last night with my family and my mother-in-law so ill and getting no final decision so i hung up. I called China Airlines since the flight was with them. Real agent, very helpful but since insurance not with them $1200 per person to reschedule. I had to keep my original flight and leave my family and sick mother-in-law. I will never use Booking.com again.
Booked a hotel in the Italian lakes for…
Booked a hotel in the Italian lakes for our summer holiday. Room type booked - poolview. The rooms were actually poolside and I could reach out and touch the people in the pool which meant that my family had no privacy and we would have been forced to keep the curtains closed and remain in the room for the entire stay (not use our balcony - which was less than the width of a lilo!). The room was neither private nor indeed safe - especially as the back entrance to the hotel was open to the public until midnight each day. When asking at reception to move rooms was told hotel fully booked but we could switch to their sister hotel in town - but no onsite swimming pool. Therefore not an option as not the holiday we intended. The support from Booking.com was non existent. Their advertising of the property is incorrect. Having spent 24 hours+ trying to resolve issues I simply want 1 nights compensation but they are completely ignoring my requests and passing the blame on to the property.
Communication ???
During our cycling trip, we received no less than 100 emails from Booking.com asking how the hotel was, even a week after our departure. Among those 100 emails, only 2 were about a problem with an OM booking. As they say: you can no longer see the trees for the forest. And there you are: without a hotel, no clear contact details for Booking.com, and stuck with an AI voice that keeps repeating the same response. After more than 30 minutes on hold, I finally got through to a "real person," only to be told: "Unfortunately, there’s nothing we can do." In the end, we had to book directly with the hotel. While Booking.com charged €160 for that night, we only had to pay €105 when booking directly. What stood out? Just 1 follow-up email asking how the AI voice had performed. This perfectly illustrates how much Booking.com prioritizes improving itself... while completely ignoring the customer. My loyalty to Booking.com is supposedly rewarded with additional discounts, provided I make 2 more bookings. But honestly? I’d rather spend my money on better service than on a "discount" that mostly comes at the hotel’s expense. My advice? Use Booking.com only to compare prices and facilities. Then book directly with the accommodation. It will save you frustration, time, and money.
So disappointed to book a room in…
So disappointed to book a room in Margaret River (Margaret’s in Town) for our 25th Wedding Anniversary at, what was at the time, a good price and then to find that as soon as the money had been taken out of the account, the same room for the same dates was now over $200 cheaper. Even more annoyed after contacting Booking.com and filling in a price match form, to find that our booking ‘did not meet criteria’ for price match and they would not honor the price on their website. Feel very cheated and will think carefully about using Booking.com again, especially after hearing that others have had the same happen to them. Very dishonest and not interested in customer service at all.
Unbelievably BAD.. cancellation policy
Hotel cancelled my room(water leak).... I have to wait 7 to 14 days for my money back!!! Booking.com want £50 to try and get it sooner... I just can't believe it... NEVER USING THE AGAIN. also customer service agent unhelpful and rude.