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
M
Mary Allen · 3 reviews · Experienced 2026-05-06 ·
★★★★★
I was charged twice and they do not respond going on for months
I was charged on my credit card for 3x acommodation which I booked in Costa Rica then when I arrived at the accomodation realised that they only accept payment on arrival. I then paid again. I contacted booking.com gave verbal information. They wanted bank statements etc..not sure why as they can see that i paid with my credit card and again knew that if they just looked at their website they could see that the properties only accept payment on arrival.. so that means i paid twice.. but i did send all staements to them as requested...heard nothing....called again an hour on phone again... wanted the information again and statements again, so did this... no response again... now going to do a money claim online which is a country court claim. Its all so stupid I have used booking.com for over 10 years frequently and only want what is due to me £309 which is nothing to them ....I will never EVER book with them again. One star is too much
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Naomi Dunn · 18 reviews · Experienced 2026-08-02 ·
★★★★★
Been scammed with accomodation twice…
Been scammed with accomodation twice this year with bookings through these , i never had a problem in the past but now its happened to me i hear other peoples storys , and the worst is they will make it as difficult as possible to get a resolve , i would not recommemd using this company.
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HBIC_3 · 1 review · Experienced 2026-08-04 ·
★★★★★
If I could give no stars I would
If I could give no stars I would. I called to cancel a reservation I made and the woman was really rude and hung up on me. Absolute trash. Horrible customer service. Now I’m having to pay for two nights at a hotel I can’t stay at.
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Joseph Diaz · 2 reviews · Experienced 2026-07-27 ·
★★★★★
I left a review on Booking.com for a…
I left a review on Booking.com for a hotel in Venice Italy and was told it violated their policies. I read over what those violations consists of and found no reason my review was denied. Booking.com is shielding for bad businesses in my opinion. I will never use them for any of my future travel!
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LC · 2 reviews · Experienced 2026-08-04 ·
★★★★★
Refund not issued although agreed by the property
I have been trying to get a refund from them after Stay City Edinburgh West issued a refund because things were stolen from my room. The refund was issued to booking, but booking has not credited me. ZERO stars, endless calls and emails...I have been trying for six weeks. I won't give up.
I booked a hotel accomodation through them. I had to cancel the booking. So I informed booking.com and they said they will confirm with the hotel. Despite the hotel informing booking.com by email that they accept the cancellation with no charge...booking.com refused to reply to my chats or phone call. Funny they have Ai as customer service. What if a customer needs to contact them urgently?? Total waste of time and money.
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Paulina · 4 reviews · Experienced 2026-07-01 ·
★★★★★
I have never experienced such poor…
I have never experienced such poor customer service from a major booking platform.
My issue was caused by a vendor/Booking.com process failure that was completely outside of my control, resulting in our original booking being cancelled. We were left having to stay in a room without a window because it was the only option we could afford at the time. The stress and disappointment caused by this situation were significant, which is why I requested reimbursement.
Since then, the complaint handling process has been incredibly frustrating. I was previously assured by a customer service representative that my complaint had been raised and would be progressed. However, when I contacted Booking.com again for an update, another representative could not even confirm that a complaint existed.
I was given an email address to send my invoice to, which I did, but received no acknowledgement or update. I then submitted another formal complaint through the website and, once again, received no confirmation that it had even been logged.
Instead, I have repeatedly received automated emails asking for the same PIN and booking confirmation details. I provided this information, but it felt like nobody was actually reviewing my responses or taking ownership of the case.
The entire experience has been a cycle of repeating information, receiving unclear communication, and being left without answers. For a company of this size, the lack of transparency and customer care is unacceptable.
I am now seriously considering closing my account. A customer should not have to chase repeatedly just to find out whether their complaint has even been registered.
Booking.com urgently needs to review its complaint handling processes. Customers deserve clear communication, accountability, and a proper resolution - not an endless automated loop.
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Maria · 2 reviews · Experienced 2026-08-03 ·
★★★★★
A very disappointing experience after two years of trusting Booking.com
I booked a Kigali–Paris flight through Booking.com with Brussels Airlines. At the time of booking, it was not clearly stated that the flight included a technical stop in Uganda for refueling.
This detail is extremely important because, in Canada, passing through Uganda may trigger public health measures, including a 21-day quarantine due to Ebola-related regulations. As soon as I became aware of this, approximately six weeks before my departure, I immediately contacted Booking.com to request assistance in changing my ticket or obtaining a refund.
Customer service assured me that a request had been submitted and that they would come back to me with a solution. I even have written proof in which Booking.com promised to follow up with an update. However, despite contacting them twice a week for nearly a month, I never received any meaningful follow-up.
To make matters worse, during one of my conversations with customer support via chat, an agent incorrectly insisted that this technical stop would not cause any issues for my entry into Canada. I eventually called customer service, only to be told by another agent that it was now too late to find an alternative flight before my scheduled departure on August 14.
After waiting an entire month and relying on repeated promises that were never fulfilled, I was left without any solution. In the meantime, flight prices had more than doubled, making it far more expensive to book another itinerary. I spent a significant part of my trip dealing with this issue, when a timely response could have allowed me to make other arrangements at a reasonable cost.
What disappoints me most is not simply that my ticket could not be changed, but the lack of follow-up, the contradictory information provided by customer service, and the promises that were never kept. Had Booking.com been honest with me from the beginning and told me that no changes were possible, I could have made other arrangements before prices increased. Instead, I spent weeks waiting, trusting their assurances, only to end up in a much worse situation.
I had been using Booking.com for the past two years for both flights and hotel reservations. I travel frequently and had always trusted the platform. Unfortunately, this experience left me feeling completely disregarded as a customer. Because of the way my case was handled, I will no longer use Booking.com for either flights or accommodation.
I am sharing my experience so that other travelers understand the importance of checking for technical stopovers and know what level of customer support they can expect if a problem arises.
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David · 1 review · Experienced 2026-06-24 ·
★★★★★
Poor customer service
Poor customer service, I booked a car via Booking.com with Europcar. Europcar insisted on additional insurance otherwise i could end up paying lots of money. Now booking .com say they have no relationship with Europcars so its nothing to do with them. I was a very big user of booking.com (circa £20k per year booking hotels for my own company) - i now use Airbnb
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Kat · 4 reviews · Experienced 2026-08-04 ·
★★★★★
For my booking
For my booking, I paid half the amount in July (around 600 eur transaction), and the other half was due today. Instead of waiting until today, I decided to pay a few days early, but due to a glitch on their platform, they charged me the amount twice (an erroneous double charge, meaning I paid 1200 eur instead of 600). Now they are taking their sweet time refunding the erroneous double charge in full. This makes no sense because, while they leisurely process the total 1200-euro refund today they are demanding another 600 eur for the booking balance—or I’ll lose the reservation. Basically, instead of the 1200-euro total cost I was supposed to pay today, they’ve pocketed 2400 euros and—who knows when—they’ll eventually refund 1200 euro... NEVER AGAIN WITH BOOKING!!! Obviously, no one provides any support. It's absolutely terrible.
Tried to amend email as have changed to new one. Can only do this by sending code to deactivated previous email. Phoned long wait told to set up new account with new email. Does not work as it links back to old account. Can not leave them now what a mess
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Jack Stokes · 13 reviews · Experienced 2025-09-25 ·
★★★★★
Absolutely shocking customer service
Absolutely shocking customer service. Hotel suddenly closed due to a sudden weather problem. Booking.con kept asking for proof. Sent them the email from the hotel. They then said it was a "partner offer," and couldn't refund. Then said only if I got a letter from hotel saying there would be no penalty. Luckily I had a great credit card so was able to book elsewhere without a refund. Credit card company refunded immediately and said "yes we know what they are like". Was a "Genius" customer of 25 years now and ex customer.
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rmalish · 1 review · Experienced 2026-07-27 ·
★★★★★
They won't help you if your booking gets moved
I booked a flight that was moved to another date by the Airline. I called Booking.com 3x over two weeks to help me cancel. Only the day after the third call did they tell me that they can't help and I have to call the airline in China.
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sarah najjar · 5 reviews · Experienced 2026-07-04 ·
★★★★★
Minus 1000 stars!!!
Minus 1000 stars! Im so desperate I came on here and saw all the negative similar experiences I have had!
I have been a customer for years and years. Ive had an overcharge (by ALOT) for 2 hotels out of the three I booked for my holiday this week. I have been emailing and calling, spent hours in the last 3 weeks trying to sort it and have had nothing come back to my account despite the reassurance and confirmation that the charges are incorrect. I now incurred interest charges on my CC, and I keep calling and waiting for a human to speak to me, wait for nearly 45 min and when its my turn I get hung up on! Im NEVER using Booking.com again! Sad to see none of the negative reviews have had a response on here!
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Edgars · 1 review · Experienced 2026-08-04 ·
★★★★★
No refund
I paid for the service, I didn't receive the service, and they still refused to refund my money.
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R R · 3 reviews · Experienced 2026-08-04 ·
★★★★★
This company sucks don't trust them…
This company sucks don't trust them with your money they give you the run around
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Ann O'Sullivan · 6 reviews · Experienced 2026-08-04 ·
★★★★★
Total Scam
This company is basically a front for a scam ! No empathy, flexibility or understanding. Dreadful customer service - rude, abrupt & hardly able to understand you. I am cancelling account with them and will book direct with accommodation in future. Was told today by a Hotel Manager that the hotel will usually match Booking.com price if you are able to prove price.
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Fahad Jam · 5 reviews · Experienced 2026-07-10 ·
★★★★★
Very bad experience of booking flights
Very bad experience of booking flights. Airline cancelled but I have been chasing them for a refund. Terrible outsourced customer service. Rather pay a slight premium and book directly with the airlines.
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Kmigs · 3 reviews · Experienced 2026-06-26 ·
★★★★★
Booking.com doesnt care about fraud
My Booking.com account was compromised and booking.com was notified along with the hotel/car/flight companies. The guy(criminal) was in the middle of his Red Roof Inn stay in Wilmington, NC. NOBODY cared. The hotel said it was booking.com's problem & booking.com had zero response. Now my CC company is fight them for the $745. The hotel is saying it was me.!!
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Guest · 5 reviews · Experienced 2026-08-03 ·
★★★★★
I used Booking.com to find a place for my In-Laws
I used Booking.com to find a place for my in-laws traveling through Nova Scotia to a funeral. I found this place, Travels Inn Victoria County close to where they needed to stop. They then went through Booking.com and made the reservation. The place was nothing like Booking's description or any of the so-called reviews. The place is a dump. My in-laws left and found another place for twice the money in a jam. Travels Inn Victoria County refused to give them their money back. Booking claims they are a second party affiliate though that is NOT mention in Booking's advertisement for the property. Booking would not support them getting their money back. VERY disappointing as I have often used Booking, am a Level 3 Genius Member of Booking, and so know the ins and outs.
