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.
Booked a room in a pub with accommodation in the new forest was sold a standard kingsize room with kingsize bed but on arrival was told it was a standard double bed and room was very small bathroom was just a sliding door right at the bottom of bed bed was very creaky. Big gap under main door and doors heavy they slam shut but main issue was the booking was supposed to be a standard kingsize room at best it was a small double room
Would give a zero if I could. Tried to contact them to correct a typo error on an email address. Can’t cancel the booking I’ve made. Not getting anywhere with the AI robot on the phone or chat. Left no choice but to contact the financial Ombudsman AVOID !!!
Our experience with Booking.com has been extremely disappointing. Following a system update, Booking.com changed a mandatory government fee to a lower value without notifying us. This fee is not our revenue—we simply act as an intermediary, collecting it from guests on behalf of the government. Because Booking.com’s system charged guests the incorrect amount, we were left responsible for paying the difference out of our own pocket, resulting in a financial loss. From discussions with other hosts, it appears we are far from the only ones affected. The most frustrating part is not only the issue itself, but the complete lack of resolution. After many months of contacting support and following up repeatedly, nothing has changed. The case has been passed between departments, promises have been made, yet no meaningful action has been taken and no compensation has been offered for the losses caused by their system. As partners, we expect transparency, accountability, and timely support when a platform error directly impacts our business. Instead, we have experienced delays, poor communication, and a complete lack of ownership of the problem. Unfortunately, it feels as though Booking.com has become so dominant in the market that it no longer feels the need to treat its partners fairly when problems arise. Whether that perception is justified or not, the experience certainly leaves that impression. When a company of this size can leave partners waiting for months after causing financial losses through its own system, it raises serious concerns about accountability and customer care. The most disappointing aspect is that this issue concerns a mandatory government fee, not a pricing decision made by hosts. Booking.com changed the amount collected from guests without our knowledge, leaving accommodation providers to absorb the difference and fulfill their legal obligations. This should never happen. We hope Booking.com starts taking responsibility for issues caused by its own systems, communicates transparently with its partners, reimburses those who suffered financial losses, and ensures that no other businesses experience the same problem in the future.
I want to warn other customers about a major billing issue I am dealing with regarding Booking.com. My reservation (6560448392) at the Iberostar Selection Santa Eulalia Adults-Only Ibiza was cancelled free of charge. However, I later discovered that my card was still improperly charged €361. Instead of immediately correcting this unauthorized charge, Booking.com customer support has dragged the process out for weeks, asking for endless bank statements and proof, only to repeatedly reply with generic automated responses saying the matter is being "reviewed with the property." Holding a customer's money hostage after admitting a booking was cancelled free of charge is unacceptable.
Booked a flight with them few months ago, still didn't get the confirmation . Tried to contact them in may ways , no reply at all. I have the flight next week and i don't know what i will do .
Worst site. I booked an apartment at yokko property in Milton Keynes. I went there and I couldn't get access to the apartment. I tried to contact both booking.com and the apartment customer service but all proves futile do i have to look somewhere to lodge. Next day I called the apartment customer service and luckily they picked but told me they didn't see any bookings in their system so I should contact booking.com for my refund. Till now booking.com has refused to give me a refund.
DO NOT BOOK WITH THIS COMPANY They are not ABTA or ATOL backed, they are not at all certified. I booked a villa with them in asia 3 wks before my flight. As i was literally boarding my flight, the villa rang me to say they have no room, they are full, Take it up with booking.com, I had to find a hotel (for 2 months stay) which left me £1000's out of pocket, Booking.com said they would reimburse me for any extra costs incurred. They have made every excuse possible NOT to pay even tho i sent them my bills from the hotel, Excuses from, "its not detailed enough" to "how do we know you stayed there" They are the biggest scam company going. How UK tv can allow them to advertise is beyond me...Just DONT book with these cowboys
After having accommodation cancelled at the last minute I was promised a cash refund to help pay for the more expensive alternative. Refund was then given as booking.com credit AFTER I had already paid for the replacement accommodation.
After booking a hotel, I found the exact same room, dates and rate on the hotel’s own website for over £250 less. The first agent I spoke to checked everything thoroughly, took screenshots, and confirmed my claim was valid, advising it would need to be approved by a senior team and I should receive a response within 48 hours. Five days later, I had heard nothing. Every time I contacted customer service, I waited 30–45 minutes for my call to be answered, only for it to be disconnected midway through. Despite repeated promises that agents would call me back if the line dropped, they never did. Eventually, I received an email saying my claim had been approved—but for just €37 in Booking.com credit, payable only AFTER my stay and only after providing proof I’d paid the higher price. The actual price difference was OVER £250, and no one could explain where the €37 figure came from. When I asked to speak to a manager, I was left on hold for another 30–45 minutes before the call was disconnected yet again. I’ve been a loyal Booking.com customer for many years and have made numerous bookings through the platform. However, after this experience, I’ve completely lost confidence in the company. I won’t be using Booking.com again.
Impossible to talk with a human, dismissive & rude when you eventually do. Totally Inflexible &, unsympathetic, hidden costs…the list goes on. Hotel Manager told me that hotels will generally match (or do better) if you contact them directly. Deleting my account.
I've used Booking.com on numerous occasions & in fact I'm at the highest level for discounts. There systems are great until something goes wrong then it's a nightmare trying to deal with them .I ended up being out of pocket due to a technical error on their part.
The customer service for Booking.com is is simply terrible . The property was not as advertised and when I rang to complain I was told by an agent that I could check out and I would receive a refund for the remaining nights. I used booking.com to make another reservation to be told that the agent had in fact quoted me incorrect information and that there was no guarantee of getting reimbursed. Trying to contact them is almost impossible as your only choice is to speak to an Ai agent . There are no contact telephone or emails addresses for the customer service . I spent another £775.00 on the alternative accommodation and they offered me 18.00 Euros compensation. They have since confirmed they will not reimburse me and deny my original telephone conversation.
I booked a Toyota Camry (or equivalent class) through Booking.com with Ace Rental Cars at Sydney Airport (Booking Ref: 781337571). Upon arrival, they failed to provide the booked class and insisted on giving me a basic Kia sedan. I refused to accept a lower vehicle category and did not take any car. Despite not providing the contracted service, Booking.com has refused to issue a full refund of my $467.50. Extremely dishonest practice and terrible customer support. I have lodged a formal bank dispute and reported this behavior. Avoid!
I also experienced a problem with the accommodation I had booked. I waited a long time to speak with customer service, but unfortunately they did not resolve my issue. The conversation was ended before my problem was addressed, and I was left without any assistance.
Warning! Booking.com has unfortunately replaced its customer support with unhelpful AI systems. I booked an overnight stay that was later cancelled by the accommodation provider, for which I have evidence. Nevertheless, I was still charged a cancellation fee of more than €100. When contacting Booking.com via the app and email, I only receive automated AI responses that do not resolve the issue and instead send me in circles. On several occasions, the AI-generated emails referred me to a hotline, but the phone numbers were either incorrect or connected me to AI agents that simply ended the call. What to do next? I'm planning to contact the European customer protection agency - but it might be unlikely to get back my money. I'm grateful for any advice..
Never book flights through booking.com They cancelled my flights last month and trying to get your own money back is awful. Currently trying to go through my credit card company for the 4k . Booked flights months ago to australia for xmas for 4 of us and the cancelled them last month. Ever time I call I get a generic we have to wait for the airline to refund us then we will refund you.
Awful avoid booking flights through them if possible.
Impossible to deal with canceled us last minute They said they’ll give us a refund but it was notnearly enough to get another house on the same day just very unhappy altogether
Booking.com quoted £204 for the booking and I paid everything on the spot and way in advance assuming this would be £204 but they charged £210 to my credit card. I believe they suddenly charged it in the Euro amount and used their own inflated conversion rate without any warning. Yes it's not a big amount but it's about the concept. I thought I could trust the £204 but I could not. The "Mostafa" in the chat then simply ignored me and cut off the chat as he couldn't or wouldn't answer my questions. Now I have been stuck on the customer service "chat" that is no chat because nothing is happening, I cannot write anything and no one is getting back to me. Needless to say, there is no customer e-mail, only "no response". I hate this so much. We are always left in limbo and I detest "no reply" e-mails by all these businesses out there especially the ones we pay a service to. It is so hostile and aggravating and wasting so much time
Having reviewed the company 'Guest reservations' based in Dallas Texas, a few weeks ago, following them miss-selling rooms to me by posing as the hotel itself, then charged me fees and taxes, I was refused a refund - reason given was the partner group of 'guest reservations' would not agree to the refund. When I asked who the partner group was, I was informed they were not obliged to give that information. I paid £840 in total for two rooms in a 3* hotel - rooms being £340 the rest in fees and taxes. When I received my payment receipt from the hotel the partner group is Booking.com. I'm shocked and totally disillusioned as I've been a longstanding customer and hold an account with Booking.com for some 10+ years. This stay was to attend a family funeral and this dispute only added to what was a very difficult period. I will never use them again and foolishly thought they we reputable on their dealings - clearly not.
246 reviews matching