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.
Never use Booking.com for flights – absolute scammers with atrocious customer service
Avoid Booking.com for flights. Our 19-year-old son was left stranded in the USA after Booking.com told us his return flight had been cancelled and that the only option was to buy another ticket home. Delta later confirmed the ticket had actually been converted into an eCredit, meaning there was no need to purchase a new flight. We spent hours on live chat, were repeatedly promised callbacks that never happened, given contradictory information, and even provided with the wrong email address to make a formal complaint. The lack of competence, accountability and customer care was shocking. An incredibly stressful experience that cost us time, money and unnecessary worry. I would never trust Booking.com with flights again.
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SammyC · 15 reviews · Experienced 2026-08-06 ·
★★★★★
Im not sure what has changed lately…
Im not sure what has changed lately with this company. They cancelled my booking as they tried to take the full amount but I was paying on arrival. Rang the hotel directly and they were so pleasant to deal with. Couldn't get in contact with booking.com. Not sure i would book with booking.com again
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Alex · 5 reviews · Experienced 2026-08-07 ·
★★★★★
Never in my life will I use Booking.com…
Never in my life will I use Booking.com again. Charged me when trying to book a stay, got a message saying that the booking went wrong but the money has been charged (?!). No problem, next message was an option with the question "do you want a refund?" - yes, i do. It then said you will be refunded in 7-12 days(?!). Okay. Funny how you can charge in a blink of an eye but need 12 days to pay back. But okay. It has now been a month and no refund has been issued. Customer service is a bot, i messaged them there, got the answer that i will be receiving an answer within 24h. 7-10 days went by, then a got an answer asking me for some kind of pin so that they could look into the refund issue. Comical to be honest, this is one of the worlds biggest online platforms. Never again simply.
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wesley h · 1 review · Experienced 2026-06-13 ·
★★★★★
Booking.com compensation fails to meet expectations
Two times it happened that our booking got cancelled the day of arrival, after a lot of hassle and calling with the booking costumer service we have received our money back. The downside is that we now had to book a different accommodation very last minute and pay more for those accomodations.
Booking.com would compensate up to €60,- for this, which we thought was quite good costumerservice.
It turns out that this is the amount paid out to the booking wallet. You don't receive the money it self, if you don't use it quickly enough it will disappear and its extremely hard to find an accommodation that accepts wallet payments.
All in all, traveling with booking.com has been the worst, most time consuming and stress full experience in my years of travel
I booked flights to Canada through Booking.com before reading any reviews which is my first regret. My flights were cancelled by airline at short notice and I was unable to speak to anyone. After booking my own flight direct with another airline and arriving in Canada safely, I attempted to call Westjet and Booking.com over days with no solution except each company pointed to the other. Staff at Booking.com, when I eventually got through to a human being, were extremely rude and lacking in any care whatsoever. They repeatedly gave me false information and ignored my plight. It’s nearly 24 hours since I was promised a call back from a supervisor in “a couple of hours”. Even after repeating their legal requirements they pointed me back to Westjet. This has left me completely stressed out and spoiled at least 2 of my holiday days.
DO NOT USE BOOKING.COM EVER. They just scam you and nothing for their customers
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Jemma · 3 reviews · Experienced 2026-08-07 ·
★★★★★
DON'T USE BOOKING.COM
DON'T USE BOOKING.COM - property didnt exist and they would not let me speak with a supervisor, hung up on me saying they won't answer my questions and I'm not allowed to record or report this further.
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JuliA · 2 reviews · Experienced 2026-08-06 ·
★★★★★
Horrible company will never use them…
Horrible company will never use them again. They charged me for two rooms on the same days. Sent them a cancellation for one of the rooms since I extended my stay and they won’t accept it unless the hotels sends it. Crooks
Dear booking customer service, I am writing to file a formal complaint regarding my recent hotel reservation booked through your website. I made my reservation through Priceline, and expected a smooth check-in process. However, when I arrived at the hotel, after driving for approximately 23 hours, the front desk staff told me they could not find my reservation. I was then told that the only room they could offer did not have a television, which I found very unusual when booking through your platform. I contacted Priceline customer service for help and was transferred multiple times without receiving a clear solution. One representative asked me for a pin code that I never received. I was later told that if the hotel did not respond within 30 minutes, Priceline would arrange another hotel at no additional cost. After such a long drive, I was exhausted and simply needed a place to rest. Instead, I spent valuable time trying to resolve an issue that should not have happened. I am very disappointed with this experience and believe both the booking process and the customer service, fell below reasonable expectations. Respectfully request that Priceline investigate what happened, explain why my reservation could not be located, and provide appropriate compensation for the inconvenience and stress I experienced. Thank you for your time and attention. I look forward to your response. Sincerely,
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Consumer · 3 reviews · Experienced 2026-08-02 ·
★★★★★
Unexpected Cancellation!!
My bookings (6669780120 and 6028948543) were cancelled before the agreed payment date, which is completely unacceptable.
The agreed payment date was 3 August, yet payment was attempted on 2 August. I have an email confirming this early payment attempt. I had already arranged with my bank for the payment to be made on 3 August, so I was never given the opportunity to pay on the agreed date.
This last-minute cancellation has ruined a special occasion that my family and I had planned and has caused significant inconvenience. I have contacted your customer service several times by phone and message, but no satisfactory resolution has been provided.
This level of service is simply not acceptable from a large company like Booking.com. As accommodation prices have now increased significantly, I should not be expected to bear the additional cost because of an error that was not my fault.
I expect you to either reinstate my bookings at the original price or provide an equivalent alternative at no additional cost. I look forward to your urgent response.
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Mike DeMaster · 1 review · Experienced 2026-08-05 ·
★★★★★
Nothing but fraud on this website!
Nothing but fraud on this website!! My plans were not finalized and I reserved a hotel through Booking.com specifically because it stated free cancellation until 24 hours before my stay, which was not for another 4 days. Our plans did in fact change and when I went to cancel my reservation, less than 24 hours after I initially booked it, the email I received stated that that reservation could not be cancelled and I was responsible for the full price. I contacted the hotel, and while they were very nice, said they could not cancel the booking because it was through Booking.com which had purchased the room, and Booking.com would not speak with the manager of the hotel to resolve the situation. The hotel gave me the number to Booking.com but all I received from their customer service was the run-around. I asked them to look at their own website to reference exactly what I was talking about, that it said free cancellation, but they put it back on me to provide them proof. While I said to look on their own website, giving them the name of the hotel, they refused to do so and simply said they would email the hotel for an exception for me. I don't need an exception, it is in black and white on their website. What a scam...never again use Booking.com, and would suggest no one else does either!!
Honestly, save yourself a massive headache and book directly with the airline. I accidentally booked a non-refundable ticket through Agoda because the platform made it completely unclear what the cancellation policy actually was.
When an emergency came up and I needed flexibility, they were zero help. Agoda was completely unreasonable about the refund, and because they're connected to Booking.com, they just pass the buck between each other while denying any help. Neither company has your best interests at heart.
Skip these third-party sites—they aren't cheaper, they hide their restrictive terms, and when you need real customer support, you're entirely on your own.
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Joy · 1 review · Experienced 2026-07-14 ·
★★★★★
My card was fraudulently used to book a…
My card was fraudulently used to book a flight. Booking.com couldnt care less.
When I finally managed to speak to a human, I was transferred to a bot. Unable to cancel the fraudulent flight.
I have never had a booking.com account.
DISGUSTED.
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Rick Verhage · 1 review · Experienced 2026-08-06 ·
★★★★★
"Booking dot no" is the more accurate slogan
Have tried to book multiple places in Sydney but you get no response and after 24 hours your request disappears. Or the owner comes back with "incorrect rate" and the booking is cancelled. But if the rate is incorrect how is that my fault. Is that not false advertising? There needs to be accountability on people who advertise accommodation that they honour what is advertised or they respond as per the terms.
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Patryk P · 1 review · Experienced 2026-08-04 ·
★★★★★
Unacceptable hygiene hazards & zero support from Booking.com (Res: 6943837447)
I am filing this public review following an extremely disappointing experience with Booking.com regarding Reservation Number: 6943837447 in Catania, Italy (stay: 28/07–04/08/2026).
The property provided was in an unacceptable and hazardous state:
The mattress had severe, visible urine stains.
The coffee machine/kettle reservoir was filled with green algae.
There was a persistent stench of sewage from the bathroom.
The air conditioning system leaked continuously into an open bucket on the balcony, which had to be emptied twice daily.
The kitchen was completely empty, and when we requested basic items, we were asked for an extra €50 just to borrow a pot.
Furthermore, the host overcharged us for the municipal tourist tax above the legal limit (charging for 7 nights instead of the legal 4-night cap).
Despite providing full photographic evidence, bank receipts, and proof of official reports sent to the Italian authorities (Guardia di Finanza and Comune di Catania), Booking.com Customer Support has only responded with automated generic templates.
As a loyal Genius VIP customer, I expected actual assistance and consumer protection, not complete avoidance of responsibility. I demand a swift resolution, a partial refund for the non-compliant stay, and the return of the overcharged tax.
Booked a hotel through Booking.com, i honestly would not have kept a dog in the place. No hot water, damp musty smells, carpet stains, smashed windows etc etc and because the hotel wont respond booking.com gave me a refund of £8.54 against the room cost of £133. I will never use this terrible excuse for a company again, spread the word far and wide people!
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Huu Huy Truong · 9 reviews · Experienced 2026-07-31 ·
★★★★★
After few years traveling with them, here is my fair review
After few years traveling with booking.com, getting almost all my hotels and apartment rentals through them, trusting their customers reviews system to choose and book, I’m now considering some alternatives options. When it runs correctly, no issue, the booking process works pretty well. When something goes wrong with the hotel or the host, booking.com will let you alone to deal with it. The 2nd time that I got the same issue with apartment rentals on booking.com. The hosts gave us an entirely different accommodation in a cheaper area. Booking.com don’t let you review freely this host to protect their business and says I cannot write something too negative when the stay has been cancelled already. Wtf. They wasted my whole day of holiday as I had to handle by myself to find another accommodation for my family.
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Ross · 1 review · Experienced 2026-08-06 ·
★★★★★
Was unable to board an outbound flight…
Was unable to board an outbound flight from Manchester to Chicago, the tickets were non-refundable, but fortunately were flexible tickets so they could be changed to a later date.
I requested on 30th July, new dates of leaving on 6th November, to return on the 11th of November.
Then you returned to me on 3rd August, with a suggestion that I somehow board an inbound flight from Chicago on 4th August and then I fly back out to Chicago in the November, despite me requesting the above, VERY simple instructions, multiple times, you still had them wrong.
I requested a call on 3rd August, it is now 6th August, nobody has rung, when I try ring the AI agent is impossible to get past, you reply to emails with an email you then as a customer can't reply back to.
7 days after my initial request, 3 days after responding to the incorrect solution, we are still no further on and your chat agent is none the wiser regarding it either.
I work in sales so I know how unhelpful bad reviews or people that whine are, but this has to be posted so people are aware of just how bad things are if something goes wrong with these crooks!
Genuinely pathetic.
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Tammy · 1 review · Experienced 2026-07-10 ·
★★★★★
Flex ticket issue
I purchased a flex ticket. Three days prior to the flight leaving, I notified them via the booking.com app that I would need to change my date. This was well within the 24 hours they require. Their subsidiary, Go-to-Gate, apparently did not cancel the flight and I was marked as a no-show. To date, they kept my thousand dollars plus and I had to purchase an alternate ticket to get home. Booking.com is run by a bunch of crooks.
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Kevin Embling · 1 review · Experienced 2026-08-01 ·
★★★★★
Dont use booking.com. hacked!
We booked accommodation and booking.com replied saying confirmed and took our money. When we got there the room was not available. Sent booking.com info about it and asked for refund. Said I will be contacted within 24hrs and no reply. Also then credit card was hit for a Emerits flight in Europe (im in Australia) for $3500, that looks like it was hacked in booking.com. not happy, still trying to get our money back.
Avoid booking.com.
I wish I had used Trustpilot before using Booking.com. I would agree with the reviews here. If everything goes well it is fine, as soon as you have a problem you might as well forget it, no one gets back to you, there is no reassurance they will deal with it. It is a pretty awful experience to be honest.
