Booking.com is a leading online travel agency that specializes in providing accommodation booking services for travelers across the globe. The platform offers a wide variety of lodging options, including hotels, apartments, and vacation rentals, catering to diverse preferences and budgets. Customers can easily search, compare, and book their desired accommodations through the user-friendly website and mobile app, which features detailed descriptions, photos, and customer reviews to assist in decision-making. The company primarily serves leisure and business travelers seeking convenient and reliable options for their stay. With a commitment to simplifying the travel experience, Booking.com aims to connect users with suitable accommodations while providing essential information about destinations, amenities, and customer satisfaction. As a trusted resource in the travel and tourism sector, Booking.com continues to enhance its offerings to meet the evolving needs of its global user base.
Booking.com receives overwhelmingly negative feedback from users, with a staggering 97% of reviews rating it 1 star. Many customers express frustration over booking cancellations, often citing issues like "payment declined" notifications despite having paid in advance.
Reviewers frequently mention the lack of customer service, with claims of being unable to reach support when problems arise, leading to disastrous travel experiences. Some users report being misled by property listings, such as discovering that booked accommodations do not exist or are not as described. While a few reviewers note positive experiences from past bookings, these are overshadowed by the current wave of dissatisfaction. Overall, Booking.com struggles with significant service and reliability issues, leaving consumers feeling disappointed and unsupported.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.1 | 60 | 100% | — | ● Medium |
Monthly average rating from reviews written by people.
Not enough history for a trend yet: 60 reviews in 1 month. The chart appears once reviews span two months.
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“I purchased some airline tickets using booking”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Travel & Tourism.
| Company | Overall | Legit | Booking | Service | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 1.1 out of 5 (poor) | 100 out of 100 | 1.0 out of 5 (poor) | 1.1 out of 5 (poor) | 1.2 out of 5 (poor) | — | 60 | |
| 4.9 out of 5 (good) | 100 out of 100 | — | 5.0 out of 5 (good) | 4.2 out of 5 (good) | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 3.5 out of 5 (good) | 4.2 out of 5 (good) | 3.5 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | — | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 5.0 out of 5 (good) | — | 1,050 |
Bottom line: Booking.com is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 1.0).
60 reviews of Booking.com. Filter by what matters to you.
This used to be my go to booking site. I’ve travelled to over 100 countries so use it a lot. However since they changed ALL contact options (phone and messaging) to AI it’s horrendous. Circular conversations with a bot to try to resolve a fault in booking.coms side
Do not use Booking.com! They cancelled my room and promised in writing to cover the price difference for a new hotel. Now they refuse to pay and are cheating me out of £1,030. Their customer service is useless and ignores written agreements. Save your money and book somewhere else. They cannot be trusted!
Impossibile parlare con un operatore; il risponditore automatico richiede dati non in possesso del cliente. nessun supporto. Pessimo servizio. Sconsiglio, Totalmente inaffidabili!!!
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Our property cancelled on the day of arrival ( xmas eve ) despite me raising concerns with customer services at booking.com over a month prior. I was re assured this wouldn't happen and that people were booking this property with no complaints all the time. Despite reviews on the property saying otherwise. I had no choice but to hope this was the case as finding another property for 12 people, and 2 dogs over Xmas was impossible at this late stage. When speaking to them on the day of the cancellation the same house was allowed to go back onto their site showing as available, ready to scam the next person. Despite me telling the agent, it's still on there.they did nothing about it. They allow scammers to use their platform with no consequence. They don't do any checks despite regular customer complaints. From speaking to other people about my experience, it would seem quite a few of them have had similar experiences. Myself, friends & family wont ever be using this site again.
Ich war seit einigen Jahren auf Genius-Level 3, habe weiterhin Reisen bei Booking.com gebucht, und bin trotzdem unvermittelt auf Level 1 zurück gesetzt worden! @mails an den Kundenservice wurden bisher konsequent nicht beantwortet!
I’m a 37-year-old traveler and I’d like to suggest adding a filter option for hostels that accept backpackers aged 35 and over. I think this would be really helpful for travelers like me!
I have been a long-time Booking.com customer and frequent traveler, but this experience was so unacceptable that I will no longer use the platform. I booked and prepaid two reservations through the Booking.com app. Both confirmations clearly stated “taxes and fees included.” Upon arrival at the hotel, I was pressured to pay local taxes again and told I would be denied accommodation if I did not pay. Because Booking.com failed to resolve the issue in real time, I was forced to pay under protest just to be able to check in for my first stay. Booking.com’s customer service handling was extremely problematic. I contacted them by phone twice. While still on the calls, agents proposed unacceptable “solutions,” including cancelling my fully paid booking and moving me to another hotel late at night after a long international flight, or advising me to pay the taxes again and requesting reimbursement later. When I declined these unacceptable options, both calls were abruptly disconnected without resolution or follow-up, despite long hold times and Booking.com having my phone number. I then contacted Booking.com by email and Messenger. Although I received responses, they offered no real solution. Instead, I was repeatedly asked for information I had already provided, given contradictory explanations, and told to deal directly with the property or a third-party “partner.” This was despite Booking.com acknowledging in writing that I had paid the correct final price and that additional charges were not allowed. Rather than protecting their customer from unauthorized charges or denial of fully paid accommodation, Booking.com repeatedly shifted responsibility and financial risk onto me. My confirmations clearly stated that Booking.com was the point of contact for assistance, yet they failed to take accountability when it mattered. This experience showed a serious lack of accountability and ineffective customer support. As a loyal customer, this was extremely disappointing and concerning. I will not be using Booking.com again.
I have experienced repeated discrimination and lack of accessibility from Booking.com. Examples: Booking.com repeatedly ignored my complaints in chat and never responded after January 11, 2026. I informed them I am disabled and traveling with a service dog, yet the hotel tried to charge me extra fees and threatened to leave me outside. Booking.com did not intervene. I also had a serious issue with a flight booking (Gotogate / Israir), where customer service refused to rebook and kept sending the same automated message asking for a complaint form. The form is not accessible and requires printing. This is not a single incident — it is a systematic failure of Booking.com’s customer service and accessibility policies. I will escalate this to consumer protection and disability rights organizations if Booking.com does not respond.
Des voleurs, voilà ce que je peux dire des voleurs c'est la première et la dernière fois que je réserve avec ce site des fils de p*** pour être poli j'ai réservé une suite 1h après j'annule ma réservation. Suite à un problème professionnel, l'annulation a été prise en compte. J'attends toujours le remboursement
They allowed me to get completely screwed by a listing that was misleading and then when I had to cancel my booking, after the non-refundable period, I wasn’t allowed to leave a review. I literally cancelled because I was being scammed, and then they tell me I can’t review which protects these scamming POS. Never using booking.com again, they care about their “partners” not the customers.
Face à une tromperie entre réservation et réalité du logement, la personne du service client m'a indiqué d'apporter des preuves de mes dires. Ce que j'ai fait. Alors que je n'ai fait que des copies d'écran forcément accessibles au service client... Aucune réponse. C'est inadmissible. On peut donc réserver et payer pour un logement et finalement en avoir un autre que vous refusez. C'est malhonnête. Vous êtes piègé parce que vous avez déjà payé.
They don't take responsibility for your safe accomodation. We went to the hotel- place wasn't even close to this what I saw on pictures. We were with our dog on website from booking.com was informations that dogs are allowed- I took my dog and before I arrived I also inform about that the hotel. After we arrived lady working there was angry that I took my dog, outside were two other agressive dogs propably owner's dogs. Inside the room was like from hospital horror movie and smelling urine. I left this place, I couldn't stay in such a nightmare. I ask to return my money- owner refused so I called right away to customer service. They said they will help - their help was fake, they sent mail to owner if he would like to return my money, he said 'no', so booking.com said they can not do more for me. Very sad story.
I use this app for every travel I make in order to find best solutions for accommodation and airtickets
I am absolutely disgusted with Booking.com. For my Christmas 2025 trip to Japan, I paid an extra $500 specifically for their "Flexible Ticket" option on Zipair, which promised I could rebook my airfare for free. This was a total lie. When the time came to actually rebook, Booking.com didn’t honor a single thing. Not only did they fail to provide a "free" rebooking, but they also forced me to pay even MORE money out of pocket just to change the dates. When I reached out for support, they completely washed their hands of the situation, passing the responsibility to Zipair. Zipair (rightfully) points out that the "flexible" contract was sold to me by Booking.com. They took $500 of my hard-earned money for a service that essentially does not exist. It is now 2026, and this remains unresolved. I am officially done. I swear here and now that I will NEVER use Booking.com or any of its affiliates ever again. Whether it is for local or international flights, hotels, or rentals—I am finished. They are middleman scammers who take your money and disappear the moment you need the protection you paid for. Avoid this platform at all costs if you value your money and your sanity.
Like others, I used this platform to book hotels (in India) and upon arrival was told they were fully booked. I appreciate that booking.com cannot stop them from doing this, but later the same day the same hotels listed availability! The "customer support" is virtually non-existent and I'm sure they won't be taking these hotels off their listings or penalising them. I will not be using them again, nor recommending them. Use another platform/app.
I've lost 900 euros due to poor management. I've booked a flight from milan to melbourne but I had no time to change the plane at Jedda. I cannot use teleport superpower, 40min are not enough to reach another plane in that airport. Which means I was stuck in Jedda for a day at my expense. I need a refund, it's totally in my rights. 900 euros
Dal punto di vista degli Host, alberghi, B&B e case che si affidano a loro sono il peggio possibile. Il sito è cervellotico da capire, inserire una struttura è complesso, definire i prezzi in modo da capire quanto ti arriverà dopo tutti gli sconti che applica e e le commissioni che si prende, quasi impossibile. E questo è quello che succede quando va tutto bene e semplicemente paghi quel 20% di commissioni sul tuo lavoro. L'assistenza clienti, invece, è peggio che inesistente; è fatta per renderti difficile, faticoso e sofferto ogni tentativo di risoluzione dei problemi, anche causati da loro. Ho aderito attirato dalla promozione "prime prenotazioni senza commissioni". Ho rispettato tutte le clausole stringenti (prenotazioni da fare entro un periodo limitato di 3 mesi) ma hanno trattenuto lo stesso le commissioni, anche se su tutte le pagine risultava che io avevo diritto alle commissioni risparmiate. Se apri un ticket scritto, dopo qualche giorno ti arriva una mail automatica che ti dice che hai scritto al dipartimento sbagliato, devi scrivere a quello giusto (ma non ti dice quale è). Ma non ce ne sono altri di giusti. Se chiami, dopo lunga attesa ti risppondono operatori sempre nuovi, a cui devi rispiegare tutto da capo, che dicono alla fine che hanno capito tutto, che ho ragione, mi spettan i soldi, "apriranno un ticket" Ma non ti danno nessun numero. Ti devi fidare? Poi passano settimane senza che succeda niente, non hai un numero di riferimento, niente. Se richiami troverai un altro che ti dice la stessa cosa. Se scrivi, ti torna la solita risposta del "dipartimento sbagliato": Al telefono mi hanno detto che lo sanno che non c'è un altro dipartimento, che è una mail automatica fatta apposta per per prendere tempo. Dopo 15 chiamate sono riuscito a farmi scrivere almeno che ho ragione, che mi spettano 163,41 euro di rimborso. Ma che "ci possono volere anche 90 giorni dal check out". Peccato che quando mi hanno scritto ne erano passati quasi 120! Ed ancora niente Non è possibile che la più grande agenzia di viaggi del mondo, da centinaia di miliardi di dollari, non sappia come si fa un servizio clienti. Proprio NON VUOLE assistere i clienti. Li prende in giro, per sfinimento, sperando che rinuncino ai propri soldi. Non vedo altro motivo
Booking.com is an agent. Whenever something goes wrong they say you have to contact the airline for a refund, but the airline says they can't give a refund because you didn't buy through them, you must contact the agent.
Booking.com is a leading online travel agency that specializes in providing accommodation booking services for travelers across the globe. The platform offers a wide variety of lodging options, including hotels, apartments, and vacation rentals, catering to diverse preferences and budgets. Customers can easily search, compare, and book their desired accommodations through the user-friendly website and mobile app, which features detailed descriptions, photos, and customer reviews to assist in decision-making. The company primarily serves leisure and business travelers seeking convenient and reliable options for their stay. With a commitment to simplifying the travel experience, Booking.com aims to connect users with suitable accommodations while providing essential information about destinations, amenities, and customer satisfaction. As a trusted resource in the travel and tourism sector, Booking.com continues to enhance its offerings to meet the evolving needs of its global user base.
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