Booking.com Reviews 109,399

I am writing this review in total disbelief at the inhumane treatment I have received from Booking / Gotogate following the worst tragedy of my life. My mother passed away unexpectedly on April 2nd while I was traveling in Japan.

On April 3rd, I contacted Booking support desperate to change my return flight to attend the funeral. Instead of providing the assistance mandatory under Force Majeure protocols, the agents engaged in "passing the buck" with the airline, forcing me to pay an additional €2,340 under indescribable emotional distress just to return home.

Now, after submitting the Death Certificate and Family Record Book (proving the relationship), Booking is denying the refund by cynically claiming that I "voluntarily accepted the charges" and that the "ticket was used." I paid because I had no choice; I needed to bury my mother, and Booking refused to offer the alternative solution that the airline has as a regular policy in this cases, at the time of the emergency.

Key facts:

China Eastern Airlines has already confirmed in writing that this case is eligible for a full refund under their "Special Refund Regulations – Section III (Death of close relatives)."

The airline explicitly stated that Gotogate, as the issuing agent, must process this claim.

I hold the chat logs from April 3rd where my desperate plea for assistance due to death was effectively ignored.

I demand that a supervisor review this case manually.

Sadly their price match promise feels like a scam. It seemed like a great idea but I have spent 6 months trying to get my price match but it has been hard to get a response even when the customer service chat says I will get a response in 24 hours. There also seem to be incredible unreasonable and pedantic criteria to get the price match which are not clear at point of booking. Really disappointed with what I thought was meant to be a customer focused policy.

Scam artists. Airline cancelled the trip and I can’t get a refund for over a month.

Shame on you Bookimg.com

Never again , I booked a flight from London to Kochi via Doha including return through Booking.com using Klarna(1267£)

The return journey was cancelled by the airline (Qatar Airways), and I received official confirmation of cancellation and an option for refund or rebooking. However, only a partial refund of £173 was processed, with no clear breakdown of how this amount was calculated.

I contacted Booking.com multiple times requesting a fare breakdown and clarification, but I did not receive a proper explanation or transparent refund calculation. Instead, I was directed to accept the fare rules, even though the cancellation was initiated by the airline.

Because of this, I had to escalate the matter through my bank for a chargeback.

In my experience, the main issue was lack of transparency and difficulty in resolving an airline-cancelled segment through the booking platform.

I hope Booking.com improves communication and provides clearer refund breakdowns in cases of airline cancellations.

As a host, I am held at hostsge because I cannot review a bad guest and when I have an issue with a guest Bookomg.com don't do anything about the complaint.

Shitty company, who don't care for hosts service ....only money money money

1 star is generous. I've booked though booking.com and the hotel has sent me a random link for payment though text 1 day after BBC has said they have said booking.com has been hacked. I have repeatedly asked the hotel to send the link through the booking.com website which they have failed to do. The hotel has cancelled booking now. I've spoken to booking.com a few times and they refuse to help. They have hung up on my 3 times.. they are as bad as everyone says and your personal details are likely at risk. I have asked their data security team to contact me to discuss but they have not. I will escalate this with the ICO and I suggest all people concerned about the hack do the same. Hackers have your personal contact details and flight and hotel details so
they can scam you. Please respond booking.com within 24 hours or I will escalate

Booking.com cancelled my family cruise. I paid for the cruise for my family and I (6 parties) and paid for my plane fair. I signed up for the automatic payment of the cruise package. They accepted my payment and then cancelled the cruise because they said I manually had to make payment at a later date. This is unlike anything I've ever experienced with Booking.com and I will never use them again.

The last three properties I’ve booked through Booking.com have either not been as advertised or have cancelled on me with less than 24 hours’ notice, leaving me to find alternative accommodation at additional cost.

This has resulted in me spending hundreds more than expected, which is completely unacceptable.

What’s even more frustrating is the lack of support from Booking.com’s customer service. Instead of resolving the issue, they simply direct you back to the property, despite the booking being made through their platform.

After spending hundreds of pounds through Booking.com, this has been a really disappointing experience. I would not recommend using them based on my recent experiences.
To make matters worse, I have not received refunds or any help arranging suitable alternative accommodation in these situations.

Booking offers apartments that don't exist; they charge in advance, and then Booking refuses to take responsibility for the scam. I booked through Booking in Bogota and arrived at the location late at night, only to find myself stranded on the street in a dangerous area without accommodation. The scammer forced me to pay through a payment gateway external to Booking. Although I initially refused, Booking support told me it was legitimate and that if I didn't pay, they would charge my credit card anyway. They essentially forced me into the scam."

Terrible service for car rentals. DO NOT USE. They do not guarantee anything if service poor. Give poor info about deposit info.

Had a confirmed and fully paid booking in Zurich cancelled just 3 weeks before arrival due to a “pricing error”.

I had already tried contacting Booking.com beforehand and received no response. When I eventually got through to customer service, nothing was offered at all. I was repeatedly told “there’s nothing we can do”, with no attempt to help rebook or find a solution.

I even explained that flights and tickets for an ice hockey trip had already been purchased and that I was concerned about being left stranded this close to the trip, but this made no difference.

I understand mistakes can happen, but the complete lack of support, communication, and any goodwill gesture at such short notice is extremely disappointing. Left having to sort expensive last-minute accommodation with no help.

Awful. I booked 3 nights in an hotel in the US in Miami (Uma house by Yurbban). Pricing was transparent. Then I booked one additional night. Indicated pricing was same as the first 3 nights. But after checking with the hotel, the pricing was increased by 50%. It was very difficult to contact someone. And booking did not justify the price increase nor cared. I have clearly misled. I will never extend a stay. Pricing is not transparent. The only way is to book separately a night but i did not know booking would dramatically change the price whilst checking the availability without letting me know.

I booked a night near an event, which ended up getting rescheduled. At first I couldn't attend anymore, so I cancelled, and found out there's a no refund policy. Then it turned out I could attend, so I asked to reverse the cancellation since they still had my money. After twenty minutes on the phone got me only an email address, it took a week after I would have needed the room to even get a reply. I feel robbed because of the bad communication of policies and bad customer service on all fronts. Over a full day's income gone and for absolutely nothing. Never using Booking again, lesson learned!

We have used Booking.com before with no issues, because everything went smoothly, no need for customer service. So this time we booked a Hotel in Vienna on the phone, when it came to verify the transaction on credit card I did so, but the system then crashed. The outcome is my credit card has been charged 1333 Euro but we never received confirmation of booking. So we try to contact customer services and here's the issue. It's AI and impossible to get to speak to anyone human without entering a CURRENT booking number and Pin code. O triet emailing and got a replay directing me to the Help section of their website, I'd already been there! Eventually an email replied saying because the booking wasn't confirmed they would issue a refund in anything up to 14 days! So now we wait to see if the refund ever appears. We won't book with them again. Trying to get any customer support from a human is a Kafkaesque impossibility it seems!

Be very careful when booking through this site. They offer trip cancelation insurance for hotel stays but if you need to cancel they deny your claim. Basically selling insurance fraudulently.

The last few times we had booked with booking.com our motels were more of a horror show. We always requested handicap accessible room first floor. Instead we get anything but handicap accessible. This last trip we were on the 3rd floor, our bed was so high it came up to my waist or little higher, they provided a step stool but I still had to try & assist my husband in & out of the bed.
Booking only sent my name & days to the location nothing else. I am now done with booking. Due to booking we had reservations for 2 nights but left after 1, lost our money on the 2nd night. This is the 2nd or 3rd time this has happened with booking. I feel like I never want another vacation ever because they have totally ruined my last 3 vacation.

Very dissatisfied of Booking.com's customer service. I have been using Booking.com for several years. Never had an issue. But I recently traveled to Rwanda for work had my hotel reservation confirmed by Booking.com and when I get there the hotel did not have my booking. I ended up paying almost double. Then I provide all information and evidence asking for a compensation but the only thing they do is sending me a message 2 weeks after my trip took place saying the hotel refused my booking and they are reimbursing me. They never answered to any of my requests. They had a fake partner that created the issue but they never said what they would do about that and never responded to my request for a compensation (I was asking that they pay the price I ended up paying to the hotel) . They don't care that there will be more victims and don't care their clients have to bear the consequences.

I’ve used Booking.com before without issues, but my latest experience was very disappointing and concerning. After making a reservation that clearly stated “no credit card needed” and “pay during your stay,” I suddenly received a message from the property demanding a deposit within 5 minutes or they would cancel my booking.
This felt extremely suspicious and misleading, especially since the booking conditions said payment would be made at the property. I cancelled the reservation for my own peace of mind and contacted Booking.com support to report the situation. Unfortunately, support was not helpful and simply stated that the property has the right to request payment before arrival, despite the booking terms shown during the reservation process.
What’s the point of advertising “no credit card needed” and “pay at the property” if guests can later be pressured into making urgent payments anyway? The whole experience damaged my trust in the platform. Booking.com should do a much better job protecting customers from misleading payment practices and handling these reports more seriously.

Just booked a hire car for the first time via Booking.com only to receive a cancellation notice shortly after. No explanation as to why.

Very bad experience with Booking.com. My confirmed booking was cancelled at the last minute without notice when I reached the hotel. No proper support or immediate refund. Caused stress and inconvenience. Not reliable.
Fababirami hotel kodaikanal