Booking.com Reviews 

Shocking service. Accommodation cancelled as we were travelling to London an hour before check in. We were going to a gig in Finsbury Park & suddenly our accommodation had a leak! Messaged the owner who panicked when we said we were on our way so don't believe the leak story at all. Long story short had to pay £20 to put our overnight bag in to a bag storage. Missed the last train home & all in all over £120 out of pocket. Still trying to claim compensation but pretty much given up as they just put more & more obstacles in the way. Won't ever use again

The hotel I booked sight unseen was nasty, disgusting, moldy and smelly. Could have been a homeless shelter! Booking.com would not help with a refund. Hotel was terrible to deal with. Booking.com should stand by their hotels.

Booking.com
For the past 2 weeks I've been trying to change the date of my flight which I had already paid an amount in order to change the dates after many negotiations from their part they never changed the date and now they want again because I've already paid once $100 another time $6 to change and they told me they would confirm the reservation
they never did
so now the airline wants me to pay another $300 it's really bad service I don't know what's going to happen with my trip

Absolutely appalled at gross misrepresentation of facilities at accommodation purchased in Puglia this week and then the complete lack of response from Booking .com despite many requests for them to contact me .
Had to leave the property after one night and waiting for a refund.
Second bathroom was actually a toilet in a tiny shed on the roof - no working light.
Anyone in Puglia this week will know of horrendous thunderstorms and pouring rain. Not ideal to get to the loo in the middle of the night with 81 and 78 yr old men
No WiFi - needed for an important legal meeting
Horrendous violence outside the bedroom on the first night and asked for help from property manager to get the police. Was told the police had been called but no one came. Terrified. Not prepared to stay in the property - hence rapid departure the next morning.
I have photographic evidence of all
Issues .
Advised by property manager that I need to obtain refund from Booking .com but no one responding.
Cannot believe the lack of contact or consideration.
Will not use them again

Have used in the past and got good deals, but on a recent trip to London, the rooms I'd booked weeks in advance were cancelled on the day. I rebooked another room, payment was taken immediately but I was never given the location or how to get in (private residence). Customer services have been a joke, AI bots, 20 minuts on hold just to be cut off. I think more and more listings are simply scams or really poor, unprofessional lettings.

Extremely disappointing customer service – €43.84 Travel Credits offered after a €1,616 stay

My wife and I booked a 20-night holiday property in Crete through Booking.com, from September 20 to October 10, 2026, costing €1,616.

Unfortunately, the property had numerous cleanliness and maintenance problems, including rusty kitchen equipment, dirty cupboards, poorly maintained facilities and a bathroom drainage problem that caused used bathwater to flood the floor.

We reported our concerns to Booking.com while still staying at the property. We received an automated acknowledgement promising contact within 24 hours, but nobody contacted us.

After checkout, we submitted a detailed formal complaint supported by photographs and videos.

The property owner responded but addressed only a small portion of our concerns, focusing on the property's size, nightly rate and the fact that we had not reported the bathroom drainage problem directly during our stay.

Booking.com subsequently informed us that it had been unable to reach an agreement with the accommodation.

Its proposed resolution? €43.84 in Travel Credits on a booking costing €1,616.

That represents approximately 2.7% of the booking cost, and the offer was not even a cash refund.

I rejected the Travel Credits and requested that the matter be escalated to senior management.

What disappointed me most was the lack of a meaningful explanation of how our photographic and video evidence had been assessed.

We were not expecting five-star luxury. We simply expected accommodation to meet reasonable standards of cleanliness and maintenance, and for Booking.com to take a documented complaint seriously.

We have used Booking.com to arrange accommodation, but this experience has seriously undermined our confidence in its customer service.

I hope Booking.com improves the way it investigates and handles legitimate guest complaints.

This was the actual complaint for the property.

Title: Very disappointing – poor cleanliness and neglected maintenance

We stayed for 20 nights, paying €1,616, and were extremely disappointed. The kitchen had dirty, disorganized cupboards, rusty utensils, greasy cookware and an old refrigerator making loud banging noises. We cleaned the worktops, washed dishes ourselves and even purchased a toaster.

The upstairs bathroom had no shower-head holder, and emptying the bathtub caused dirty water to back up through the floor drain, flooding the bathroom. Cleaning services were initially unavailable even when we offered to pay.

The downstairs bedroom had no AC, outdoor clothes dryers were rusty, and the BBQ equipment was poorly maintained.

To be fair, our bed was comfortable and our bedroom AC worked. However, cleanliness and basic maintenance should not depend on the nightly rate.

My serious back injury made relocating impractical. Otherwise, we would have left.

We documented the conditions with photographs and videos. Unfortunately, we cannot recommend this property in its present condition.

We booked Merseyview apartments in Liverpool Bedford rd,
There was no electricity to the kitchen sockets for the whole of our stay, initially messages were responded to but then completely ignored. We had babies and children, shocking service from Booking.com and Merseyview
Dodgy plug sockets hanging off skirting boards, no way on this earth has it passed safety regulations.

After using this website for a long time now another bad property. The owners did not answer when I arrived.I contacted booking.com about requesting a clothes dryer, two more small towels and that 2 out of 3 chairs had loose legs. At one point the booking.com operative started laughing. I received a report with no details. I then sent the requests to the owners. I received a reply that a clothes dryer would be left outside my door, it never arrived. Broken chairs left. No more towels. The advertisement said there was a carbon monoxide detector but there was no gas. An iron plus plug on the bathroom window sill, the window open exposed to rain. A toaster on the table touching the kitchen window, window open exposed to rain. Bad area. Aggressive residents in building. Laminate stairs which could get slippery if wet.

Shame I can't give zero score. Yet again let down. Booked a hotel with late cancellation for December and no prepayment needed. Received bkg confirmation email confirming this. Then later in the day another email from bkg, they'd taken the money. Contacted hotel and they hadn't taken. Ended up with a chat with bkg who were unsympathetic and unhelpful. They stated that the confirmation was clear that they'd take the money, my fault for not reading it. Untrue. I've cancelled and booked through the hotel. Bkg now sitting on my money for another 10 days and I'll end up paying interest on my card bill because I hadn't planned to pay yet.

Charged €1,281.85 by Booking.com despite written confirmation of a refund! (Booking ID: 6355258781)
I am writing this review to publicly expose the unacceptable behavior and lack of resolution from Booking.com.
I booked a stay at the DoubleTree by Hilton Dallas Market Center from June 15 to June 19, 2026 (Booking ID: 6355258781). Due to a flight cancellation, I arrived at the hotel one day late. Upon arrival, the hotel informed me that they had already resold my room to someone else because I didn't check in on the first night, but they still intended to charge me in full.
I immediately contacted Booking.com customer support to report this. Booking.com formally informed me that I would NOT be charged for this accommodation, which was the bare minimum expected since the room was given away.
However, when my credit card statement arrived, I discovered that I had been charged the full amount of €1,281.85. Crucially, the transaction statement shows the charge was processed directly by Booking.com, not by the hotel.
I have reached out to customer support multiple times. While an agent named Ema was polite initially, I have received absolutely no help or successful resolution since then. Booking.com is currently holding €1,281.85 of my money for a room that was resold to another guest, directly violating their own confirmation that I wouldn’t be charged.
I demand an immediate escalation of this case and a full refund of €1,281.85 to my account.

The measure of a company is what they do when there is an issue, not when everything is going well. Booking.com would get a zero if it was possible. They hide behind chatbots and AI, pass you off to the owner of the property to resolve an issue when this is what you have already try to do and, finally, when you have exhausted all avenues, openly lie to your credit card provider to avoid paying out under Section 75 of the consumer credit act. At worst use them to search for properties but definitely do not book with them

Horrendous service , don’t waste your time and money with this useless company, I’ve booked an apartment in Paris they cancelled twice the second cancellation was made two days before my trip, they offered ridiculous alternatives one not even in Paris the second one was a hostel when I paid for an apartment in the middle of Paris I had to research and fight my way into getting a decent hotel in the area I had booked initially, this was after 4 hours on the phone when they said they would call back they never did, I had to be there pushing, they agreed to pay the difference of my stay, which now they’re refusing to do plus I got refunded from my other cancellation less money because they charged in euros so they’re charging me for rate exchange on top of everything. Utterly pathetic. Will be getting a larger compensation from them as I’m taking this legally I invested loads of hours not to mention the stress to have your place cancelled two days prior your trip and all the audacity to give me poor solutions. Done use this , use air bnb or anything else , booking is a scam

It is impossible to get in contact with booking.com, has to change my credit card, but there is no way to get in contsact with them, only going in loops over and over again.
I have used booking.com many times, but I think this is the last time

I dont think I will ever use this company again for taxis as they left my elderly mother and uncle stranded at their hotel and made them nearly miss their flight because the taxi never turned up, when phoning booking.com all they said was we cannot get hold of the driver... so they then had to pay for a cab to get them to the airport, disgusting service

I case anything goes wrong you are f*ed. They don‘t care about helping customers.

I have just chatted with another agent re: refund dispute. The issue had been ongoing since 23/09/2026 and nobody got back to me since. It is unreasonable that there is no estimated time for anyone to get back regarding this issue. Screenshot & transcript of chat is available

I booked a car rental with Avis through Booking.com and when I got the rental counter, I was charged $100 more than the reservation stated. Avis said I had to take the matter up with Booking.com and Booking.com said I had to take the matter up with Avis. Bait and switch on the price!

I rented a condo in LA through Booking.com, and the owners canceled about 3 weeks before my trip. The owners haven't refunded me, and when I reached out to Booking.com, they said they couldn't help and that I should contact the owners directly. They just run you around in circles until you give up because you have no support.

I am a vacation rental owner and use multiple sites.
Booking is the least reliable, they offer stacked discounts to anyone, starting with a client who has only rented once in kumbukto gets a discount deducting from your earnings. They allow people to book with a fake credit card and when we detect it, they still keep the property blocked for 24 hours, not allowing you to book for that period.
With a very high 15% commission rate, definitely my least favorite of all rental sites.