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.
I purchased some airline tickets using booking.com, I only realised once I got my confirmation that they didn't even include carry on baggage. The airline offered identical seats at an identical price with baggge allowance, but Booking.com was unable to change anything at all and in the end, gave me the 1-800 number of the airline. Do yourself a favor, use literally anyone else.
Went to book a hotel, figured… “why not use booking” because I’ve never used it. I read no reviews, booked a hotel and they just cancelled it for no reason. Stating “payment declined” but when I talked to c-service, it wasn’t even my card that got declined… it was THEIR OWN virtual card. With their refund policy and horrible AI… I’m never coming back.
I booked 3 months in advance and paid 1 month in advance . the week of booking , i was already on my travels , I received a notification that my booking was cancelled . I called booking.com , that's where the real nightmare started . They said on the first call they would ensure i had a similar booking and if it cost more they would cover that . Heard nothing 2 days before i had booked for I called again. they offered me disastrous accommodation no where similar to or in the same area as I had booked . In the photos it was a cheap and nasty run down option 2 km away from where I had booked . when I said that was unacceptable , they just proceeded to start Process refund me and left me stranded in an overseas country without the funds . All like places where now either full or double as it was 2 days to Check in . After that i received no further resonses
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Alles Totaal geen contact mogelijk
Je passe mon temps à décrire les problèmes sur le site Booking.com. Mais lors de mon dernier voyage à Cape Town, ils ont dépassés toutes mes déceptions. C'était vraiment la catastrophe. Je suis tombé sur un hôtel de passe dont je tairais le nom. J'avais pourtant bien vérifié toutes les critiques sur le site Booking.com et sur les autres de remarques. Il était très bien situé en centre-ville et le quartier n'était pas dangereux, noté 3,5 étoiles/5. Malheureusement, les à-côtés du personnel la nuit surtout, la lenteur du service, l'absence de proposition des réceptionnistes pour des concerts, des activités ou des sorties (randonnées, trek, visites...) ou même une télé (il y en a 2) pour le sport ne lui font pas honneur (ou la weed pour les 2 hommes du bas. Surtout lorsque les escorts girl (de plus en plus nombreuses) travaillent.(Evitez le 2e). J'applaudis cependant la literie, la propreté des chambres (et des locaux) et du petit dej. J'aurais dû demander plus tôt de demander de changer de chambres.
Terrible. Don't book with them I tried to add a day they won't allow it, so I have to move to another room for the cost of the 3-day price. NEVER again with them
Odradzam z wielu powodów: opłata bezzwrotna, do tego żądanie 1500zł kaucji blokowanej na 3 tygodnie, przy rezerwacji na 1 noc (sześcio a nawet dwunasto krotność ceny 1 noclegu). Brak możliwości dogadania się w jakiejkolwiek kwestii np. obecności obsługi przy przyjęciu i zdaniu apartamentu, w celu wspólnej oceny jego stanu. Totalna nieuprzejmość w komunikacji. Nie odpowiadanie na konkrety opisane w reklamacji, pomimo wskazania tej drogii jako jedynej możliwości ubiegania się o zwrot. ODRADZAM!!!
Accommodatie geboekt via booking.com. Afgelopen zaterdag (2 weken voor vertrekt) moeten ontdekken dat deze accommodatie helemaal niet bestaat. Site geeft een foutmelding, telefoon wordt op geen enkel moment van de dag aangenomen, geen reactie op WhatsApp berichten of berichten via de chatfunctie van booking.com. De accommodatie is van de website van booking.com verwijderd, waarschijnlijk is booking.com zelf dus ook op de hoogte van de oplichterij. Twee keer hebben medewerkers ons op het hart gedrukt geen zorgen te maken en dat we binnen 24 uur een mail zouden ontvangen met 3 vervangende opties die we (met vergoeding van de meerprijs door booking.com) konden omboeken. Na 24 uur ontvangen we een mail dat we alleen kunnen omboeken als bij het inchecken op locatie blijkt dat het niet bestaat. Nu verwacht booking.com dus dat wij naar Venetië gaan reizen, om 18.00 uur aankomen en dan nog met hun hulp op zoek gaan naar een vervangende accommodatie (DIE WE OOK NOG EENS TER PLEKKE ZELF MOETEN BETALEN EN ACHTERAF TERUG MOETEN VRAGEN BIJ BOOKING.COM?!) Wat een ontspannen stedentrip had moeten worden is nu al een bonk stress vooraf in plaats van voorpret en genieten van de welverdiende vrije tijd!!
They were VERY DISHONEST!!!! Claimed to have attempted to reach out to the property to confirm a refund that was already confirmed by the property and told me they were not answering! The property was waiting for the call and NEVER got the call(s) the rep claimed to have made. I conferenced the hotel into the call and the rep stayed quiet and didn’t say anything until the property was off the phone where he then again lied about contacting them. I just want my refund back! The reservation was cancelled by the property on the 1/1/2026 and the reservation was for 1/9/2026. They did noy charge a cancellation fee and booking.com is refusing to refund the money based on false information that they are providing. I will NEVER use booking.com again!
Normally they are great... because of this I booked a flight via this site for the first time, flight was cancelled and the alternative did not suit. It was not possible to change via bookings.com so had to do so direct with airline. 2 months on Bookings.com have recieved the refund from the airline but nit passed onto me. On 2 seperate occasions for at least 1 hour at a time I have contacted bookings.com querying my refund that I've sent confirmation they have been paid and not passed onto me. Trying to figure out why I would choose to use this site when I have to fight for a refund they have already received and chosen not to pass onto me...
I booked a property in Belgium which per information given in the listing (in english) was a private apartment. When arriving at the property it turned out to be communal apartment with shared toilette and bathroom. When contacting the host about the situation, he proved with screenshots that in french he clearly had stated that it is communal apartment - so it was a translation issue of the booking.com platform. When contacting customer service multiple times explaining the issue and asking for a refund, they totally ignored their fault and contacted the host asking if he “would like” to refund the money. Obviously host refused (as it is not his fault at all) and the case was closed giving a conclusion that“no agreement reached” between me and host. All my following attempts to make booking.com admit the glitch of their system and treat the matter with fair and professional attitude, simply resulted in no further reply. I never would have imagined such an ignorance and zero care for the end customer from a company like booking.com. The holiday for my family was ruined as we had to pay for the last available room in hotel nearby - for the same price as this communal apartment by the way.
Booking allows people who never checked in to leave comments. It´s also a very unsafe app. I mean, anyone can create an account and use it to book a hotel (even minors or children). They claim it´s responsability of the hotel to let minors get in; however, if you deny them the entrance, they will leave you a bad commentary and Booking will not remove it
Site très dangereux, service client inexistant qui ne répond pas ou ne respecte pas ses promesses de remboursement. J'ai dormi à la rue avec des réservations Booking confirmées et finalement logement ou chambre loué déjà lorsque vous arrivez à l'heure pour vous reposer. Phishing fréquent sur le site officiel pour vous subtiliser vos coordonnées bancaires de carte de paiement, via la messagerie des hôtels ou logements que vous avez réservé. N'enregistrez jamais votre carte bancaire sur le site, et sachez qu'en cas de problème vous resterez avec vos ennuis, le service client ne vous aidera pas.
Vi har lige bestilt ferie fra torsdag-søndag i juni 2026 på Booking.com, hvor den så viderestiller os til Lastminute.com. På Booking.com har vi tilvalgt at rejsen skal være til Heaththrow airport, fremfor Gatwick airport, som så koster 735 kr. ekstra. Dette fik vi desværre ikke tjekket op på da den viderestillede os, for nu er flytiderne fuldstændig anderledes, da den selv har valgt, at vi skal flyve til Gatwick airport, som vi lige har betalt os fra!!!!!!!!! Det er simpelthen IKKE OKAY!!!!.
Booking hat keine Service, heißt, sind nicht in der Lage ein steuerrechtlich verwertbare Rechnung zu erstellen. Das Geld wird kassiert und der Kunde dann im Stich gelassen. Booking:com meldet sich auf Beschwerden hin erst gar nicht, sitzen DAS DICKFÄLLIG aus. am Ende bleibt man auf den Kosten sitzen.
I booked a cruise through Booking.com, only to find out—after receiving confirmation paying—and waiting to be picked up, that the cruise was already overbooked. I wasn’t informed until much later, leaving me scrambling to make alternative plans. Booking.com took no responsibility, and offered no meaningful support. They asked me to book for an overnight stay which they would refund the price of, as we were left stranded which I did. We also booked a replacement cruise with another company through booking.com but at a much higher price as it was a last minute booking. It took 6 emails and many phone calls to Booking.com who were as obstructive as they could possibly be. They couldnt open jpegs or pdf's of the evidence I provided and therefore reused to offer any refund. I expected better from a platform of this size. If you’re booking something time-sensitive or high-stakes like a cruise, I strongly recommend going direct. This experience cost me time, money, and trust.
I booked a return taxi in January. We had an incredible terrible incident with the pick up and the driver left us there at the airport. I was not able to cancel the paid return taxi ride and still wait for my money. I cannot recommend the platform any longer.
Booking number: 5363727492 PIN code: 2730 Country: Bosnia and Herzegovina Property: Durić prenoćište My name is Valentina Zhukova I previously provided a detailed description of the situation that occurred on January 10 in Bosnia and Herzegovina, when despite having a confirmed reservation for a group of 9 people, we were left without accommodation and did not receive timely or effective assistance from Booking.com support. Due to the lack of assistance, we were forced to book a significantly more expensive accommodation for safety reasons. Following your agent’s instructions, I submitted an invoice for compensation of the incurred expenses. Instead of a fair review, I received a refusal without a clear explanation, and my Booking.com account was blocked immediately after submitting the invoice, which deprived me of the ability to continue communication and protect my rights. Only after I was forced to file a public complaint, Booking.com representatives contacted me and my account was unblocked. However, despite this, the compensation issue remains unresolved. Today, I called Booking.com customer support twice to continue the review of my case. In both calls, agents stated that they were “checking the information,” after which the calls were disconnected by Booking.com. I received no follow-up, no explanation, and no resolution. In light of the above, I kindly request that you: • continue and complete the review of my case; • compensate the expenses I incurred due to the lack of assistance from Booking.com and the forced relocation; • provide a written response addressing this matter. I still expect fair and responsible treatment as a customer and a real resolution of this case rather than formal replies. All supporting documents have already been provided.
I had a very disappointing experience with Booking.com when an accommodation turned out to be unhygienic and unfit to stay in. Upon arrival, the property was clearly not properly cleaned. There was hair in multiple places, dried residue on kitchen doors, and the floors were extremely dirty. To demonstrate this, I wiped the floor with a clean towel in front of staff; the towel turned black. I documented everything and provided photos proactively to Booking.com. Because of these hygiene issues and the lack of cooperation from the property, we left early. We only requested a refund for the one unused night, to be reasonable. Booking.com refused, stating that the property had already received the funds and that they could not intervene without the property’s approval. The only “solution” offered was a small goodwill (15% of the actual cost for 1 night) travel credit, which does not address the fact that we paid for accommodation that was not reasonably usable. Referring customers back to an uncooperative property is not meaningful support. Based on this experience, Booking.com does not adequately protect guests when basic cleanliness standards are not met.
Le pire service client que j'ai vu on tombe sur un agent ia on lui donne les coordonnées de réservations et PIN il nous répond qu'ils ne fonctionnent pas. A éviter, hormis ça l'hôtel c'est bien passé, mais impossible de laisser un avis à l'hôtel étant donné que Booking ne le permet pas et que l'ia ne veut pas me mettre en relation avec le service client au vu du fait que les coordonnées que j'ai ne fonctionne pas pour l'ia.
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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