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
H
Hans · 1 review · Experienced 2026-07-23 ·
★★★★★
I was contacted by booking.com to pay a no show up fee
I was contacted by booking.com to pay a no show fee as they , booking.com, say that I did not stayed at Mercure in Luxemburg.
But I did stay 21 and 22 of July.2 rooms 2 nights.
Even after showing the invoice, bankcard details and feedback from hotel confirming my stay, I still awaiting the return of the non show up deduction fee! Absolute frustrated with customer service poor feedback, slow and now they do not even provide feedback. I resent the proof as described above 4 times, and still no feedback from last 2 mails or confirming a refund of my own money. I highly recommend not to deal with booking.com
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Nancy Bangs · 1 review · Experienced 2026-08-05 ·
★★★★★
Absolutely disgusted with Booking.com
Absolutely disgusted with Booking.com. I'm due to flight out tomorrow and they have cancelled our villa, last minute. I asked if they can find us another villa, they said no nothing available. I will never ever use them again. They don't care!!
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user · 2 reviews · Experienced 2026-08-05 ·
★★★★★
I will never again book through booking…
I will never again book through booking com, they dont care about their customers and they don't protect them.
I booked to a hotel which was filthy and not at all what it looked in photos...
So i was forced to leave and the hotel ofcourse didnt refund as they are scammers. But booking com also didnt refund the money and have no protection whatsoever for their customers...
Never again will i book from booking com
c
customer · 15 reviews · Experienced 2026-08-04 ·
★★★★★
Falsely advertised rooms
Terrible booked all our hotels through booking.com some a falsely advertised. with one no working toilet sick blocked dirty spaces another not enough beds charged extra for a mattress for two rooms when clearly entered room for 6 people terrible do not use them
c
customer · 3 reviews · Experienced 2026-06-26 ·
★★★★★
Don’t rent a car through BC
I have been a loyal Booking.com customer for many years, but this experience has seriously damaged my trust in the platform.
I prepaid my rental car through Booking.com (€321.79). After returning the vehicle, the rental company charged my credit card an additional €320.23, without providing a clear explanation or a detailed final invoice.
I contacted Booking.com immediately, explaining the situation and offering to provide all supporting documents, including proof of payment, my credit card statements, and the formal complaint I had already sent to the rental company. Unfortunately, I never received any meaningful assistance or response.
One of the main reasons customers book through Booking.com is the expectation that the platform will help if something goes wrong with one of its partners. In my case, I felt completely abandoned and left to deal with the dispute on my own.
I expected much better customer support from a company of Booking.com’s size and reputation. Until customer service improves and takes greater responsibility for resolving disputes with its partners, I cannot recommend using Booking.com for car rentals.
K
Kai · 2 reviews · Experienced 2026-08-04 ·
★★★★★
I booked my flight through Booking.com…
I booked my flight through Booking.com because Booking.com was the company I trusted. However, Booking.com handed my flight booking over to Gotogate, a company that has reportedly been blacklisted by the EU. Despite entering and carefully checking my name correctly, the final booking showed the wrong name. Booking.com refused to correct the error or take responsibility, even though the airline confirmed that the name could be corrected. Worse still, they threatened to describe the correction as a “name change” so that the airline would reject our request. I find it completely unacceptable that Booking.com works with a company like Gotogate and then refuses to take responsibility when something goes wrong. This was my first time booking a flight through Booking.com, and it will also be my last.
I
IAN BARBER · 4 reviews · Experienced 2026-07-29 ·
★★★★★
I trusted booking dot com we booked…
I trusted booking dot com we booked with them to go to st leonards july 29 til 2 aug 2026 this hotel was a hovel want a refund got all photo why would you reccomeded this place the vine hotel blood on bedding filthy shower switches hang off wall toilet seat not fit for purpose no privacy
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pargas blau · 1 review · Experienced 2025-08-04 ·
★★★★★
Dear Booking.com Support Team,
Dear Booking.com Support Team,
Subject: Formal Complaint and Refund Request – Booking ID: 4310.306.774
I am writing to formally lodge a complaint regarding our reservation at "Aegean Blue Luxury Room with pool" for the period of July 1, 2025, to July 6, 2025 (Booking ID: 4310.306.774). The total amount of HUF 257,090 (equivalent to EUR 660) was paid fully in advance.
Upon arrival at the property, we were appalled to find that the advertised photos did not reflect reality in any way. The accommodation was severely neglected and poorly maintained. The outdoor areas were covered in dirt, there were hazardous and unsafe stairs, exposed electrical wiring, filthy outdoor furniture, contaminated pools, and a dirty room, to list just a few of the issues.
Due to these unacceptable and substandard conditions, we immediately informed the host that we would not occupy the property. In strict compliance with your policies, we also reported the issue directly to Booking.com immediately, providing multiple photographs and a detailed description of the deficiencies.
To date, you have failed to investigate our complaint or reply to our correspondence. Furthermore, the EUR 660 we paid has not been refunded, and we have received no information regarding whether these funds are currently held by Booking.com or the fraudulent host.
As a result of your negligence, we were forced to search for alternative accommodation at 7:00 PM on the night of our arrival, receiving absolutely no assistance from your company. We have been vacationing in Greece for 27 years and have successfully booked through Booking.com over 10 times, but we have never encountered such an appalling property or such poor service.
It is deeply concerning that customers seem to matter only until payment is collected. When a legitimate issue arises at check-in, your support disappears along with our money, offering zero assistance or fair handling of the matter, despite the fact that we followed your official complaint procedures to the letter.
This business practice seriously makes me question whether I will ever book through Booking.com again. I will certainly never pay for accommodation fully in advance in the future without seeing the property first.
I demand an immediate investigation into this matter and a full refund of our EUR 660.
Yours sincerely,
G. Gonda
Győr, Hungary
August 4, 2026
c
customer · 3 reviews · Experienced 2026-07-05 ·
★★★★★
Stolen personal details
Stolen personal details. My personal details appear to have stolen from booking.com. I have tried to contact them to find out exactly what was stolen (eg credit card details) and I have had no response at all. That is after 3 attempts and over 30 minutes trying to find a way to even contact them. The app and website are not set up to take questions. Not happy
A
Alexander Simonsen · 2 reviews · Experienced 2026-08-04 ·
★★★★★
Booking.com actively support scams and…
Booking.com actively support scams and fraudsters and censors honest reviews with automatic algorithms that flags anything negative as review bombing. A lot of their ads are misleading and they will jerk you around. It still works fine for booking stuff but you can never trust their reviews as it's artificially bloated with positive reviews and ads with misleading pictures.
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Nick · 9 reviews · Experienced 2026-07-31 ·
★★★★★
Completely abandoned our family in a hazardous situation. Avoid.
I have never been so let down by a booking platform. If everything goes smoothly, Booking.com is fine, but the moment you face a genuine problem, they will completely abandon you and leave your family in the lurch.
We booked connected rooms for our family (including two very young children) through Booking.com. We arrived at midnight to find the rooms heavily infested with live mosquitoes, hundreds of dead insects on the floor, and bedding covered in a harsh chemical insecticide residue. It was a severe health and safety hazard. The hotel staff refused to help and told us we had to deal with Booking.com since we paid through them.
This is where Booking.com’s customer service completely failed. Instead of stepping in to protect a family forced to sleep on a hard floor to avoid bites and chemical exposure, they hid behind the hotel's "non-refundable" policy. They claimed they could not process a refund without the property's permission—the very same hotel that deflected us to Booking.com in the first place.
To add insult to injury, Booking.com offered a pitiful amount of "platform credit" rather than returning our money for an uninhabitable room. When I formally escalated the issue and asked specific questions about their policies for unfit accommodation, their customer service team simply stopped replying and has ignored me for over 24 hours.
They act as a middleman to take your money, but they take absolutely no responsibility for the safety or quality of the product they sell. If you are travelling, especially with children, do not take the risk. Book directly with hotels. If things go wrong, Booking.com will wash their hands of you.
S
Sonnie · 3 reviews · Experienced 2026-05-19 ·
★★★★★
Refund of payment made to inn in Strathyre.
Having made a reservation through Booking.com at an inn in Strathyre Scotland, the latter insisted on payment for the accommodation although it had been paid in full and I could provide proof of payment. I took this matter up with Booking.com and they refunded me the GBP 110.00, although they had not been successful in settling the dispute with the institution. Excellent customer service !!
J
Jessica · 1 review · Experienced 2026-07-16 ·
★★★★★
Horrible, no rental car given, no refund
Horrible. We payed for a rental car just an hour in front. When we arrived at the desk of Ecovia (Milan Linate) the man did not want to give us the car. Because booking doesnt accept our credit cards he said. We called booking on the spot and we could demand a refund later online according to Booking. We tried to get a refund. Weeks later.... nothing, they don't offer anything.. I hope the big boss is happy with this undeserved money ripped off people who simply wanted to enjoy their vacation.
C
Cleancoeie AS · 1 review · Experienced 2026-08-03 ·
★★★★★
Its not possible to work with them by…
Its not possible to work with them by any way like property owner . They not answer messages . Not pay in time , make a lot of mistakes. And now they open new company Holidu because of terrible rating^on Booking.com
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Nick · 14 reviews · Experienced 2026-08-03 ·
★★★★★
Booking.com no longer provide customer support due to ai
Booking.CON no longer provide customer support due to ai creating a chat and call barrier between you and a human agent.
ai demands a booking ref and PIN number before it will even consider connecting you. The trouble is my complaint is they took payment without giving me those details - so there’s now an impasse with their own ai blocking me from progressing an issue of their own making.
DO NOT USE THESE USELESS CROOKS
Booking.com falsely advertised my booking in Koh Toa Royal resort. The accommodation was not as pictured, we then went somewhere else and when we came back to get our things, it had been booked to someone else. Booking.com promised a refund and now they will not let me speak to a supervisor and the call is always ended. The worst service ever.
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Жикуленце · 1 review · Experienced 2026-07-17 ·
★★★★★
Booking not helping on SCAM
Subject: FORMAL COMPLAINT & IMMEDIATE REFUND REQUEST – Fraudulent Host Activity, Safety Hazards, and Breach of Contract – [Confirmation number:5428199523]
To: Booking.com Customer Service / Management Team
Reservation Details:
Booked Property: Apartment With Free Parking - Center Plovdiv (bulevard "Iztochen" 1, 4000 Plovdiv, Bulgaria)
Check-in / Check-out: July 17, 2026 – July 20, 2026
Amount Paid Pre-arrival: €130 (Non-refundable rate)
Dear Booking.com Support Team,
I am writing to file a formal complaint and demand a full refund of €130, as well as reimbursement for €128 incurred in mandatory parking fees (total claim: €258), due to a severe breach of contract, fraudulent activities by the host, and gross safety/health violations during my stay in Plovdiv (July 17–20, 2026).
1. Host Non-Responsiveness & Fraudulent "Bait & Switch"
Starting July 15 (48 hours prior to arrival), I repeatedly attempted to contact the host via the Booking.com messaging system and WhatsApp to confirm our arrival time and parking details. All communications and phone calls went completely unanswered.
Approximately 1.5 hours prior to reaching Plovdiv on July 17, I contacted Booking.com Support via live chat. The agent attempted to reach the host without success and subsequently disconnected the chat without providing relocation assistance.
Upon our physical arrival in Plovdiv, the host finally contacted us via WhatsApp claiming our booked apartment was "unavailable" (without explanation) and forced us into an unlisted alternative location under threat of leaving us stranded on the street at night during a major city music festival.
2. Evidence of Price Gouging and Reselling
While telling us the property was unavailable, the host continued to list the exact same booked apartment on Booking.com for my stay dates (July 17–20) at exorbitant festival rates (over RSD 166,000 / ~€1,400). I have attached timestamps and screenshots proving that the property was actively offered to other guests while we were turned away.
3. Substandard, Unsanitary, and Dangerous Conditions
Extremely exhausted and with no local availability due to the festival, we were forced to accept the alternative accommodation. It was an appalling 10m² attic room located directly above a noisy night club (music playing until 4:00 AM) that presented severe health and safety hazards:
Severe Hygiene Hazards: Untreated black mold on fixtures and window frames, heavily rusted plumbing, and an unsanitary toilet.
Health Risk (Insect Bites): The bedding was infested, resulting in multiple severe insect/bedbug bites on my body (photographic evidence attached).
Safety Violations: Live electrical wiring dangling dangerously from the ceiling, ceiling height under 2 meters, and lack of a proper shower enclosure.
Harassment: On Saturday afternoon, an unidentified individual claiming to be the hostel operator verbally threatened us and demanded additional cash payments under threat of immediate eviction.
4. Extra Incurred Costs (Parking)
Our original booking explicitly included Free Parking. Because the host redirected us to an unlisted facility in the city center, I was forced to pay €128 (128 EUR / 63h 30m stay at Parking Legis Center) out of pocket. A copy of the official digital tax receipt (Фискален бон) is attached.
Demands & Legal Grounds
The host engaged in deceptive trade practices ("Bait and Switch"), extortion, and provided accommodation that failed fundamental health, hygiene, and safety standards. Furthermore, Booking.com's failure to provide effective relocation support upon our arrival compounded these issues.
I demand the following within 5 business days:
Full Refund of Accommodation Cost: €130.00
Reimbursement for Mandatory Out-of-Pocket Parking: €128.00 (Receipt provided)
Direct investigation and penalization of the property Apartment With Free Parking - Center Plovdiv for fraudulent availability management and unsafe conditions.
Should Booking.com fail to resolve this matter within the specified timeframe, I will immediately initiate a credit card chargeback with my issuing bank based on service non-delivery and merchant fraud, and submit a formal report to the European Consumer Centre (ECC-Net) and relevant Bulgarian health/tourism regulatory authorities.
V
VLLN · 1 review · Experienced 2026-08-02 ·
★★★★★
We had a horrible experience reserving…
We had a horrible experience reserving through booking. We stayed 3 nights out of the 7 we payed for,and had to leave when we found out the bed was covered in feces. Not only did they not refund our money but they didn't even offer us a explanation. When you try to call customer service a robot will answer and it's nearly impossible to talk to a human. This is the last time we will order through booking. Horrible! Untrustworthy!
I tried to cancel a reservation because my husband had a heart attack and us in the hospital. First I tried talking to their AI awful, next Nadine gets on the phone after 40 minutes and of course she doesn't speak English well and continues to talk over me. They're trying to charge me a fee to cancel but I was unable to check in I'm at the hospital. Whole process is terrible. Such a scrappy company I brought there protection plan what a joke they want all my husbands medical records.
R
Richard G · 5 reviews · Experienced 2026-08-04 ·
★★★★★
Wasted hours on the phone trying to…
Wasted hours on the phone trying to claim a free taxi transfer that was offered with the booking, having being told I am eligible, I called back in to see why they haven't sent a link to claim and was then told I'm not eligible, complete waste of my time! Whist this was just a small issue it just demonstrates the complete lack of customer service, their platform is fine for a low cost short trip but I'd never trust them with a more expensive and comprehensive holiday.
