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Booking.com Reviews

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About Booking.com

ConsumerAffairs has collected 4,890 reviews and 3,771 ratings.

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Reviewed Feb. 8, 2024

I will never use Booking again. Canceled my flight and requested a refund. Provided proof that the airline refunded the purchase to Booking but they said they would have to do an investigation. 3 months and several attempts later I still have not been refunded and every customer service rep I speak with is rude (talking over me) and will never let you speak with a manager. Stay away!!

Reviewed Feb. 4, 2024

I recently purchased two tickets to LAX from Toronto, with the additional fee for the flex ticket option. On the web page it said you can change your ticket up to 24 hrs. Before, with no fees other than the difference in fares plus tax. The cost of this flex ticket feature was about 124.00 CDN. My base fare was about 280 per person for the ticket plus fees and taxes.

Recently my spouse's father passed away in Acores and my spouse was unable to go to funeral and decided that she was in mourning and would not be able to attend with me on the flight to LA in March. Ok I thought I was covered, So I used the chat line and the operator told me I had to pay 100.00 fare change fee, but when looking up the new fare it was the same on their site. I asked the agent why and response came this is what the system says and pay it or lose your ticket. I then tried again the next day and now it was 200.00.

Today I called in and spoke to a rep and it was 200, but after asking for a manager it changed to 150. I asked to speak to a senior person, but the manager Hussein told me he was the top manager. I then called Air Canada and it turns out the actual fare difference is substantially lower and Air Canada was not able to help. The other thing I noticed was that the website prices for these flights on Booking.com were fixed at 200 over, (505) or so where at the other sites were at the normal prices at an average of 300-370 for the flights. The flex ticket option from Booking.com is a Scam, they bump the prices when you want to change and take advantage of the consumer by adding money to change fee to rip you off!!

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Reviewed Jan. 31, 2024

We booked a hotel in Italy that had false pictures on Booking.com. And bed bugs. There was even a guy in our room they refused to move. So we ended up leaving a few hours after we arrived. Asked for our money back and the hotel owner refused. We have been trying to get refunded since May 2023. Numerous hours on the phone and no resolution. We keep being told to call the property, which we have, and they won’t respond. Booking.com supposedly called the property and they didn’t respond to them either and booking.com could care less. Even emailed Glenn Fogel, their CEO, and guess what? No response either. Don’t use this service they could care less about the customer! Working with local TV station to air experience if anyone wants to join in.

booking com bad reviews

I accidently booked a flight after their app changed by dates. I paid extra for the ability to change the flight and called less than 1/2 hour after booking to cancel or change flights. Was NOT able to cancel of change after calling. "Customer Support will get back to you within the next 24-48 hours." Have not had ANY contact from the company and have called 5 times now trying to change the flight and not able to make changes. They "false advertised" the ability to change flights after charging me a fee. They have broken their own policy of refunding for mistakes made as long as they are contacted within 24 hours. And deceptive tactics of passing off to "Customer Support" and then never being contacting to make any change or refund. This should be prosecuted.

Do not use Booking.com. First their business entity has moved to the Netherlands where you can not get any recourse when they mishandle your booking. I was approved by the hotel I booked a reservation from. I received an email. I spoke to the hotel personally and they shared with me that they personally told booking.com that the refund was approved and they tell me this lie about needing written confirmation from the hotel. The hotel stated that this was not true. It has been since October and they will not provide my refund. Now that they no longer have offices in the US, there is no recourse for any type of disputes. Do not use booking.com.

Trying to book a hotel reservation and just prior to authorizing the price was $900 more than was quoted and they were charging my card instead of just reserving the hotel (Santa Monica Comfort Inn), so I got off the site and intended to call them. Then got a text my card had been charged anyway! I immediately called and they refunded $800 of the $3100 they charged my card! They said they would contact the partner hotel to have the cancellation fee “waived”, mind you I did not authorize this, did not realize I was prepaying instead of reserving and this call is about 15 minutes after this nightmare began! Later was notified the hotel refused to refund my money! Have NEVER experienced anything like this.

Reviewed Jan. 30, 2024

If you make a reservation with Booking.com for a ride to an AIRPORT, you will be sorry. Their system makes sure that you will NOT be able to identify the driver’s car, and the driver will not be able to identify your characteristics as a passenger. I went back and forth with 5 emails and discovered this. If I had known this, I would never have made the reservation. I ended up with a pounding headache on my way to the airport.

I made the reservation for 10am. I called the driver at 9.30am to confirm. He promised to be there at 9.45am. There was no sign of him. When I called him again at 9.45am, he again told me he’d be there in 10-15 minutes. The driver eventually arrived at 10.20am for the 10am airport ride. Instead of apologizing for lying about his arrival time twice, and for being 20 minutes late, the driver told me that I did not answer his messages! I terminated the conversation. As I stepped out of the car at the airport, with my head pounding, the driver offered a pitiful “Sorry!” Use booking.com,…if it doesn’t matter what time you arrive,…if you want the driver to lie to you twice about his arrival time,…if you want to be 20 minutes late, and…if you want to get a headache!

Reviewed Jan. 28, 2024

Below is emails of my dissatisfaction. I was double-charged and neither company will take action in the refund process, even after all the investigation of the documents requested that I had provided. Don't do business with either PRICELINE or BOOKING or any other associated sister company. As I had mentioned to the customer rep, yesterday after being on call for OVER 2hours just yesterday's time in trying to get the issue resolved. Both BOOKING and PRICELINE have bounced me back and forth with their own given EXCUSES. I am HIGHLY DISPLEASED with the resolution of and customer care I have received. I will NO LONGER be doing business with either company or any companies associated for as being the customer I should be serviced better than 2 months of MY EFFORTS and still.

This is the email correspondence from Booking. I am forwarding this correspondence that I have had as of recently, this isn't including the countless correspondence within the last 2months. Which confirms that a refund was granted however I wasn't accessed to it because my reservation was made through Priceline but processed through Booking. How is it my fault that the two companies have bounced my reservation back and forth and now can't decide how or who provides the refund. I even made a Booking account so that the refund could be added to "my rewards wallet" still no success. I am fed up with the lack of customer service provided.

The customer service received was All poor service because neither company is taking accountability for the poor service and the double charge! Attached is an image of the received email. Now someone indulge me on how this unclickable link, actually the repetitive symbols, is suppose to get me a refund. Thank you for not being of any assistance and being a great waste of time. I am ending that waste of my time now because obviously, the customer service deserved your companies can't provide so I will be taking my business elsewhere!

After all of the lack of accountability between the two sister companies for the double charge, I should get a FULL REFUND no questions asked that might've made up for the hassles I've had to endure these two months but obviously, your companies don't want to step for your mistakes and want to take money that ISN'T rightfully yours.

booking com bad reviews

Reviewed Jan. 25, 2024

If I could only give them stars in negative. Don't ever book from this website. No refunds, abrupt cancellations and 4th party customer service. It's a big scam. Never purchase from here. They say the flight ticket is non refundable but the airlines has already issued a refund to the company. How is that possible? If you are desperate to book from this website, I would suggest don't do it. It's better not to go with this company than paying extra and booking through Expedia. I would never recommend anyone to go through them. there is a reason why this company has 1.1 star here. If you still feel that those are not genuine reviews, see for yourself.

Reviewed Jan. 23, 2024

This lack of communication not only disrupted our family's Christmas plans and caused disappointment and inconvenience but also resulted in financial losses, as we had purchased non-refundable show tickets and made hotel reservations. Since then, we have reached out to them many many times but they didn't refund the money they got from us in November! The customer service is horrible.

Booking.com author review by ConsumerAffairs Research Team

Booking.com is an Amsterdam-based company founded in 1996. Unlike most travel companies, it focuses exclusively on helping travelers reserve rooms.

Free cancellations: Booking.com offers free cancellation services for most rooms.

Daily deals: New deals are added to the website every day.

Verified reviews: Booking.com has over 81 million reviews written by travelers who have used the website to make room reservations.

Apartment rentals: Booking.com can reserve short-term apartment rentals as well as rooms at hotels and resorts.

Hostels: Travelers can use the site to find hostels in their destination cities.

booking com bad reviews

The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

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Best and Worst Hotel Booking Sites for 2024

The well-known investment disclaimer “past performance is no guarantee of future results” could also apply to having a favorite hotel booking site. Hotel search engines that performed well a year ago can change for the worse and deliver poor results today. 

Frommer’s regularly dives into the data to determine the best hotel sites, and this year produced quite a shakeup in our top 10. Three onetime stalwarts ( Priceline , Expedia , and Hotels.com ) were driven off our list by newcomers, including one site that had never before earned a Frommer's Top 10 slot after eight years of trying. Meanwhile, one formerly mighty booking engine that once dawdled in the bottom half of our ranking has unexpectedly come roaring back and this year, it nearly nabbed the top spot. 

review of the best and worst hotel booking websites

First, it helps to understand the playing field. There are basically three types of websites that people can use to find hotels: OTAs (online travel agencies); the hotels’ own websites , which may offer special member deals OTAs can’t match; and aggregators , or meta-search engines, which don’t actually handle reservations, but trawl both OTAs and hotel sites to return a list of results, then send you to your choice of them for final reservations.

We tested both OTAs and aggregators (and as a general rule, you should always double-check results from both types of sites against rates offered by the hotels’ own websites). Why include OTAs at all when there are aggregators that canvass them? Well, some aggregators don't comb through booking engines as well as they should. In fact, our champ for total number of hotels found in most cities was actually an OTA, and you'd think it would have been an aggregator that scans lots of websites. We blame algorithms.

A warning about booking: Hotel aggregator sites sometimes display results from booking services that post amazingly low prices but have sketchy track records for customer service. If a hotel booking website directs you to a company you’ve never heard of, before giving it a penny, do a quick search for reviews or scams associated with that business name, and also perform a quick reputation search (based on the website’s hometown) at the Better Business Bureau ( bbb.org ).  Also keep a close eye on fees, which are unregulated in the U.S. and can stack up fast, and don't pay much attention to user reviews of hotels—AI has made user reviews easy to rig with fakes.

When you're making reservations, remember that some OTAs will give you a discount of 4–6% if you sign in for free. Member savings on aggregator sites are less reliable, and usually only around 1–2%.  Finally, a tip for travelers with some technical savvy: To ensure you always get the actual total prices including all taxes and fees, consider using a virtual private network, or VPN, to do your hotel shopping through a server based in Ireland, where EU regulations require all those charges to be announced up front. Any server in continental Europe will actually do, but choosing Ireland has the benefit of automatically showing results in English. Clear your browser’s cookies first so the hotel sites won’t remember any previous visits.

Best hotel sites: how we calculated the winners

We threw 54 room reservation scenarios at the major sites to determine which ones could find the lowest prices and the most options. We used the standard, non-member rates for all our tests, and when testing aggregators, we discarded price quotes from websites with sketchy reputations and only considered the prices from reputable resellers.

To start, we tallied the number of choices each contender could rustle up in four price categories in six major cities: San Francisco, Philadelphia, Rome, Paris, Hong Kong, and Buenos Aires.

Then, for each city, we searched for the lowest rates each site could find at four specific downtown hotels in varying price ranges for a mid-week, shoulder-season stay on the same date three months out. That advance purchase requirement assured we would see a level playing field for the same rooms on the same date, and it removed the influence of both high-season spikes and last-minute discounts.

We awarded points to hotel websites that found the lowest rates on a given hotel—and subtracted points if it returned higher prices than the others—in a rigorous, weighted system designed to determine which hotel reservations site saved us the most money consistently. We also paid extra attention to how honest websites were about disclosing mandatory added fees. If websites try to make rooms seem cheaper than they really are, we warn you.

So who succeeded on the best prices and who didn’t measure up? Read on... 

Best Hotel Booking Websites: 10: Trip.com

Trivago has fallen from #3 to the bottom half of our rankings. It did sometimes win the pricing game by finding a rate direct from the hotel (a trick that our #1 also knew), and it was usually average or better on price. That is, except in Buenos Aires, where Trivago returned the lowest number of hotel results of anyone, and it couldn’t even find a single quote for one of our test properties that other sites found easily. 

What’s more, it seems to favor its partners over you, the customer. Like other aggregators, it tended to push results from Booking.com and even then, it didn’t always lead with the lowest price it found. What good is a hotel booking site that hides the lowest prices? Even more concerning, when Trivago did lead with a too-good-to-be-true rate, it often came from from a notoriously dubious third-party site, including in its supposedly vetted "Trivago Book & Go" results. 

Trivago was also inconsistent. On its first try at the posh Paris pad, it claimed there were no rooms available. Since we had already tested a dozen other sites, we knew that couldn't possibly be true, so we ran the search again and, suddenly, up popped a good price. Had we not searched a second time, it would have failed our test. And what good is a hotel booking site where you have to search twice?

While Trivago has recently improved its filters—you can now get granular on things like price ranges or distance from a desired address (though it still lacks a handy “neighborhoods” filter)—Trivago was frankly more annoying to use than other top sites. It was also the only aggregator in our top 10 that never  gave an indication of how much taxes and fees were—you have to click over to the booking site for that. What good is a hotel search site that won’t tell you how much you’ll end up paying? 

Best Hotel booking sites: 7: Skyscanner.com

Aggregator Skyscanner , one of the best airfare aggregators in the business ( and we ran the tests to prove it ), has also managed to build a decent hotel search engine, and this year, it debuts on the Frommer’s Top 10 with solid results that only once failed to find a below-average price—and that was for our budget Buenos Aires hotel where even our #2 stumbled and Trivago failed entirely. 

Skyscanner was particularly strong in Europe, and its filter set was fairly good. While Skyscanner didn’t offer the option to calculate full rates with taxes and fees the way some better-performing sites did, at least it acknowledged when they weren’t included. 

So why is Skyscanner just #7? Aside from mostly middlin’ price discoveries, it seemed to get its lowest rates from less-than-reliable sources like shifty online travel agencies. Some results were even culled from other aggregators and weren’t actually available once we clicked over. (To its credit, Skyscanner posts a disclaimer about this practice at the top of its results.). On the other hand, unlike some other search engines, it has partnered with a reputable OTA to offer direct bookings: Trip.com.

Best Hotel booking sites: 6: Momondo.com

OTA Agoda seems to have settled comfortably into the middle of our results, falling one spot from last time but still ranking as the second-best OTA in general. Agoda was far and away the best site for reservations outside of North America and Europe. That makes sense, since it started as an Asia specialist. 

Best Hotel booking Websites: 4: Kayak.com/stays

Aggregator The O.G. travel aggregator has bounced around in our ratings over the years, but it seems to be finding secure footing among the top five. Kayak was, impressively, one of only three sites that never returned a price or hotel count lower than the average. 

Kayak has a solid set of filters—including very nice fill-in window for location so you can name any landmark or address. It also gives you that crucial option to show rates inclusive of taxes and fees.  

Best Hotel booking sites: 3: HotelsCombined.com

For Frommers' Top Ten Airfare Booking Sites, click here!

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How to Remove Bad Reviews from Booking.com (or How to Mitigate their Impact)

How to Remove Bad Reviews from Booking.com (or How to Mitigate their Impact)

Tobias Roelen-Blasberg

How to Remove Bad Reviews from Booking.com (or How to Mitigate their Impact)

Reputation management is an important aspect of any business, and reviews can either make or break a business. With the rise of online travel agencies (OTAs), it has become increasingly important for businesses to stay on top of their reviews. As a matter of fact, research has shown that guests are more likely to trust properties with plenty of reviews than those with few or no reviews at all.

One of the most popular OTAs is Booking.com, which allows thousands of customers to leave reviews and form opinions about businesses on a daily basis. However, there is an element to consider other than just the amount of reviews: the rating. It comes as no surprise that negative reviews can greatly damage a business's status.

Normally, these reviews are accurate, and some of them can be impossible to delete on Booking.com. Still, there are cases when a review can be labeled as inappropriate or inaccurate. Thus, it is essential to understand how to take them down from Booking.com.

How do I see my reviews on Booking?

Booking.com made monitoring and managing their reviews easier for account owners. To do this, log in to Extranet and click “Guest Reviews.” This will automatically lead you to your review dashboard, where you can easily reply to reviews, check the booking information of the reviewer, and flag reviews that violate the Booking.com posting guidelines.

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Can Booking com reviews be deleted?

Before delving further into the process of removing reviews on Booking.com, it is important to remember that only verified users can leave feedback via this site, unlike Google and TripAdvisor. Suffice it to say that these hotel reviews are reliable because each user must have stayed at a certain property before being able to post a review on it. However, since a review is essentially an individual opinion, some content might not adhere to the necessary standards or be deemed irrelevant according to this website's rules and regulations.

As per Booking.com, there are only certain conditions in which a review can be removed :

  • If the guest does not show up for a reservation and cancels a booking
  • If it appears that the review may have been written with the goal of blackmailing you (requires written evidence)
  • If the review is meant for another property
  • If there is insufficient details about the guest’s experience
  • If you cancel the guest’s booking because of invalid credit card

Like other OTAs, Booking.com endeavors to keep its site a safe public space. Thus, it also removes reviews that contain the following:

  • Profanity, sexual references, hate speech, discriminatory remarks, threats, and offensive content
  • Illegal activity
  • Spam or fake content
  • Impersonation
  • Personal or private details that could put a person in danger, such as social security numbers, government ID numbers, etc.
  • Irrelevant information

You also have the right to ask Booking.com to remove a review if you believe that it violates any of these guidelines. Keep in mind, however, that the score will be approved for publication.

To request the removal of a review, inform Booking.com via Inbox on your extranet with 'Guest Reviews' as the subject title. They'll be able to help guide you through the process.

Can I edit my review on Booking?

Business account owners can’t edit guest reviews. Aside from this, Booking.com doesn’t allow guests to automatically edit their reviews once posted. Guests who think they’ve made a mistake while reviewing and wish to edit their reviews must contact the website’s technical support team to request a new review link.

What else can you do to mitigate the impact of negative reviews?

Since one has no control over the negative reviews posted by the users, you have to opt for a viable solution. Sometimes an owner might disagree with the content of a review as it might be a little misleading or detrimental to a property’s reputation. There are some proactive approaches that can help to reduce the impact of negative reviews.

Contact the guest.

Reach out to the customer who wrote the negative review and, if appropriate, politely ask them to remove or update it - only that user has the power to change or delete their review. When engaging with customers, politely explain any faults in reviews, and look at these best practices when responding to online reviews in order to diffuse any negative emotions and gain the customer's trust. By contacting the guest and following this guideline, this shows that you value their feedback and are willing to do whatever is needed to improve their experience. If that is successful, your guests can edit their review. But here’s the tricky part: the process isn’t as fast as in other OTAs like TripAdvisor .

Guests who want to edit their reviews may get in touch with Booking.com either by telephone or logging into their account. If dialing, they would need to have their reservation number and PIN code ready. On the other hand, if they’re logging in, the review will be present on the account and an email can then be sent. A customer service agent from Booking.com can also help them further with the process. Afterwards, they will receive an email from Booking.com that will give them the chance to replace the old review with a new one.

Winning customers can help counteract negative reviews and, regardless of success, a proper and prompt response to their critical comment creates a positive impression on potential customers.

Follow-up offline with the guest.

Providing sincere follow-up to customers to address their concerns can have a good outcome. You could send them an apology email, invite them to come back and inform them of any issues you have resolved upon their request. If they are satisfied, ask them to edit or delete their review.

Respond to every review, even fake ones.

Responding individually to reviews demonstrates your commitment to customer service and establishes trust between you and your potential customers, as it shows that you can react appropriately to negative feedback.

How do I respond to a bad review on Booking com?

Responding to bad reviews is the best way to mitigate their negative impact on your property listing. To do this, log in to your Extranet account and click “Guest Reviews.” You will be redirected to your review dashboard, where you can use filter reviews to find the review you wish to reply to. Once you select a review, a reply box will appear where you can post your response.

To learn more about how you can navigate the Guest Review dashboard, read our complete article about Booking.com optimization .

How does the AI Review Reply Assistant work?

Obviously, responding to every negative and positive review from Booking.com might seem like a daunting task. But it can feel like a walk in the park when using an AI Review Reply Assistant . This simple yet easy-to-use reply generator is trained to write professional and empathetic responses with a personal touch.

Our AI assistant can help free up your time so you can focus on your guests and your business.

Using the MARA AI Review Reply Assistant is fairly straightforward: You just have to copy and paste a review on Booking.com to the text box and hit “Generate Reply”. Our tool will automatically give you a reply that you can send to the guest.

how-to-use-MARA

Upon clicking “Generate Reply,” MARA will generate a summary of points from the review followed by a human-like personalized response to the customer feedback. Best of all, if you are not satisfied with the outcome, you can regenerate a new one or you can also freely customize the message as much as possible, so that it fits your brand’s style and tone. By using an AI Review Generator like MARA, you’ll be able to quickly craft personalized responses in just a few seconds–making it easier and more convenient to respond to all customer feedback. You’ll be surprised to see how much customer engagement arises from responding in a timely and appropriate manner to reviews.

MARA-AI-Review-Reply-Assistant-results

To learn more about how to use MARA, check out this demo or sign up here to try it for free .

This content is a part of our hero series on “ Booking.com Optimization: The Ultimate Guide for Hotel Managers ".

Frequently Asked Questions:

Only guest accounts who booked and paid for stays through the platform can post a review. This includes no-shows or people who used their account to book a property for family or friends.

Reviews on Booking.com stays on a property listing for 36 months. After this, they’re automatically archived and would appear on the last page of reviews. Your overall score would also be recalculated without the archived scores.

Booking.com no longer allows anonymous posting. All reviews would now be left under a guest’s name, and property owners could see the guest reservation details. If some of your reviews are still anonymous, they were likely posted before the recent policy change.

Guests can post their reviews 3 months after their checkout. This will ensure that reviews would remain relevant for the listing while providing enough review time for customers.

Business account owners can’t automatically cancel a booking, but they can request a cancellation which the guests could approve. On the Reservation Page, click “Request Cancelation.” Booking will notify you once the guest has approved your request.

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Booking.com has a rating of 1.37 stars from 4,130 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Booking.com most frequently mention customer service, credit card, and free cancellation problems. Booking.com ranks 466th among Hotels sites.

  • Service 1727
  • Shipping 654
  • Returns 995
  • Quality 1357

This company does not typically respond to reviews

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What reviewers want you to know

Positive highlights.

  • Who was the most amazing, caring, real person I have ever dealt with ever in customer service .

Critical highlights

  • My last resort was to contact my credit card fraud department to challenge the charge.
  • Worst part is I was also charged $154 cleaning fee for cleaning the apartment even though they put me in a hotel room .

“Simply Brilliant!”

Just returned home from a couple of days stay in Bridlington at Albion Cottages This place is Amazing close to all amenities quiet clean tidy you have everything in your cottage that you need and more my wife and I absolutely love it here we wouldn't stay anywhere else parking is great outside your room and Louise the owner is awesome really lovely can't do enough for you hopefully be back soon Thank You Louise x Tony &Louise x

“Not helpful in dispute”

We were charged twice for a 4 night stay. We also only stayed 1 night because the hotel room was infested with bed bugs and cockroaches. We were bitten at least 100 times. We informed Booking and sent them pictures of the bites, the roaches and the double charges on my Visa. They kept saying they were not receiving our emails and basically refused to help us. We ended up paying for 8 nights, stayed 1 and were in a horrible room. They did nothing. Expedia would have been far more helpful.

Reviews (4,130)

Reviews that mention popular keywords

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  • Follow Eva T.

Nos hospedamos en InSitu desde 2/4/23 hasta 8/4/23. Viajamos desde New Jersey, EEUU. Cómodo apartamento situado cerca de la Calle Santa Catarina en Oporto y no muy lejos del centro. Maria, la señora que atiende la recepción, es muy amable, cálida y dispuesta a ayudar con todo lo que los huéspedes necesitan.

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  • Follow Charrisse C.

Booking.com is a rip off. Please do not waste your money because you cannot get refund or change any reservations through this third-party company. I end up paying over $1000 for a hotel room in Las Vegas that was booked through booking.com needed to change my reservations and I could not change or cancel.

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  • Follow Thomas G.

I travel a lot and use various booking sites. During the last two bookings of mine on Booking.com, beautiful pictures were posted of the rooms that I booked, but when I arrived were filthy. During a pandemic, this site should be more in-tune with the facilities that they promote and should look into and not promote dirty facilities with poor reviews. During one booking, I was charged a cleaning fee for a room I never stayed in, and was not entitled to any reimbursement because they had notified me of my cancellation status TOO LATE. This is unacceptable customer service and business practice, particularly during a pandemic. Use the other travel sites.

Booking.com product 0

  • Follow Steven V.

Booking.com host hotel that provide false advertising, no toilet paper, & bedbugs. They would not provide refunds after spending with for years without complaint. Use another third party service NOT Booking.com.

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  • Follow Jason B.

I booked with them months ago and had to reschedule due to COVID. They are completely uncooperative and will not provide a contact number. The number they have goes to a dept that can't help. It's all don't call us, we'll call you, but they email saying they called and there's no missed calls, so no idea what they're talking about. Complete bull$#*!, avoid them at all costs.

Tip for consumers: Don't use booking.com!

Products used: None yet, still trying.

Booking.com product 0

  • Follow Abhinav M.

We booked a "VAN" at RIO airport through Booking.com and infomred them that we are 4 pessengers with 6-7 suitcases. However we were provided with a SUV (which already had a gas cyclinder in the trunk) and could barely fit 2 suitcases. Their rep name "Branda" ran away after taking us to the car and never picked up our calls or replied our messages after that. Horrible experience in a new country. We ere left standing at the airport with 2 kids with all our luggage. Never using booking.com again.

Booking.com product 1

  • Follow Shazia J.

Very beautiful place. Staff was very friendly.Great food with a lot of variety. Clean rooms. Absolutely loved it! Will definitely go back.

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Q&A (146)

Hi i would like to make the payment at the hotel only after my stay there. why does bookings.com ask for payment details upfront hi i would like to make the payment at the hotel only after my stay there. why does bookings.com ask for payment details upfront.

In my case they took my payment information and paid the hotel where I was going to be staying. Only to find out that the hotel was out of business and I had to prove that it was charged to my account. They did not find me a replacement hotel to stay in for the same price. Nor did they care that I was left without a place to stay. So beware before you purchase.

Our hotel was cancelled by booking.com but we have not had a refund (£450). they are making us jump through hoops by asking for credit card and bank statements for the last 6 months to prove we have not been refunded. i think the hotel has gone out of business. does anyone know what our rights are? Our hotel was cancelled by booking.com but we have not had a refund (£450). they are making us jump through hoops by asking for credit card and bank statements for the last 6 months to prove we have not been refunded. i think the hotel has gone out of business. does anyone know what our rights are?

Don't waste time with booking.com. They have horrible customer service and will make every attempt to cheat you. Simply report the problem to your credit card company to get your refund.

Hi. i booked a hotel room through booking.com. i just read the reviews and now i am worried. should i be worried? Hi. i booked a hotel room through booking.com. i just read the reviews and now i am worried. should i be worried?

Run. Run away. This company and the company used to insure their bookings are scams.

Hi there i want to know do you give valid customers who book with you all the time. i have just booked 4 hotels and am looking to book another 2 but can your site not give me any sort of discount for using only booking. com Hi there i want to know do you give valid customers who book with you all the time. i have just booked 4 hotels and am looking to book another 2 but can your site not give me any sort of discount for using only booking. com

I don't know why you're even using this site Stephanie. Their after sales is disgusting! Recommend travel Republic. Great prices and options

When i book a hotel on booking.com and pay by credit card, do i have to pay again when i check in? When i book a hotel on booking.com and pay by credit card, do i have to pay again when i check in?

You pay a non refundable price on line. When you check into your hotel, it's billed to your Bookings.com reservation plus incidentals (local calls, parking fees, resort fees, dining, bar fees, Europe charges local or city tax, spa fees...) the hotel will ask for a card as a hold for these fees. Use bookings.com, find the hotel you wish to stay in (get all info and contact them directly via website and price match) the Marriott in Rome had a room for $80.00 less on the Marriott website than these, so called MONEY SAVING SITES.

How can i organize flights too How can i organize flights too

Trevago is hooked into Booking.com don't make a mistake and let trevago send you to booking.com go to Hotel.com which is more professional. I had to go to American Express customer serviced to complain and they gave a dead line for explanation. They had no explanation for crappy service and had to repay me.

When will my reservation be charged? When will my reservation be charged?

It depends on the hotel some don't charge until you arrive at hotel more will charge your card straight away check your booking it should tell you there

Hi we have had to cacel a break booked with yourselves do we get a refund thanks Hi we have had to cacel a break booked with yourselves do we get a refund thanks

It is about time to stop giving credit card details to make a booking, they should not ask people to expose their details un-crypted. A booking is just a booking it should NOT require any kind of commitment or payment in advance.

How can i remove review in my hotel website How can i remove review in my hotel website

You can't. That's the whole idea. You provide a service, and your customers get to give their review of your place and your services.

What does it mean if the hotel does not offer "pay later". will i be charged right away if i book? What does it mean if the hotel does not offer "pay later". will i be charged right away if i book?

Yes. You pay the ENTIRE AMOUNT at the time if booking. The reservation is subject to the sites terms regarding cancellations & changes, so read these terms carefully before hitting the pay button. IMPORTANT: As a word to the wise, do not ever use your debit card, check, wire transfer, certified check or cash to pay. Always use a major credit card (I like American Express) so if there is ever a serious problem with the hotel, or the reservation in general, you can file a complaint with your credit card company to reverse the charge. If you pay by other debit card, they take the money out of your bank account immediately. It is like cash and you're going to have very little recourse or leverage to get your money back. Hope this advise helps.

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Booking.com provides online bookings of hotels, resorts, hostels, and other travel accommodations around the world. The site attempts to separate itself from rival reservation sites by offering deals and its own hotel reviews. Booking.com is a subsidiary of Priceline.com, a publicly traded company (Nasdaq: PCLN).

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Most relevant

Booked car hire from Dublin Airport was…

Booked car hire from Dublin Airport was told by booking.com that advisable to take full insurance when I got to collection desk was told policy was no use I had to buy insurance from them or leave a 1600 euro deposit. Booking.com as far as I’m concerned scammed me for the insurance I would advise anyone to not take out the so called full insurance IT IS A SCAM BEWARE

Date of experience : 15 February 2024

Worst experience ever

Worst experience ever, they only take a lot of money and doesnt help at all even if you have paid extra for a flex-ticket. The custumer service are only referring to "We can´t help you since we are not the aircraft" When you speak with the aircraft they say we have to speak to Booking.com since they booked the ticket. Their tickets are overpriced and has costed us thousands of kr extra for nothing. DONT USE THEIR SERVICES!! Never again!

Date of experience : 16 February 2024

Booking.com owe me money

I was charged £217.87 by Booking.com however the hotel invoice is £178.65 meaning that Booking.com owe me £39.22 as they overcharged me. I have pursued this for 4 weeks now and am getting nowhere. The customer service is appalling, the finance department are apparently uncontactable unless you work for the business and the managers are permanently in meetings and won’t do what they are paid for. Are they intentionally stealing my money? An atrocious company to deal with!

Date of experience : 18 January 2024

Extremely unprofessional supervisor…

Extremely unprofessional supervisor (called Mary wouldn’t give me surname) refused to speak to me about a booking that turned out to be scam. Called numerous times to resolve the issue, no help or support offered, advised to wait until point of checking before things could be taken further/ offered a refund! I attempted to contact the accommodation approx 10 times with no response. Booking.com told me their policy was to wait for a response within 48 hours, that time came and went and I was the told I had to wait until day of checking for the “investigation” to be deemed resolved!! Absolutely shocking!!!!!!!!

First and last time using booking.com

First and last time using booking.com! Booked a flight with flex ticket and had to change dates of departure, flight was cheaper but you can not get the cheaper price for the airfare. Booking.com website price is only for new bookings, not revising existing. Changed the dates of departure, paid more and their site was never updated to the new departure dates. Thank goodness it shows correct on Westjet site! Deleted the Bookings.com app and will NEVER use this company again.

Always use a credit card to book anything. They locked my account and customer service hangs up as soon as I'm connected. Waiting for a refund from December 2023. Did everything they wanted. Sent them everything requested twice and now they just ignore maybe I go away. I won't go away! I will fight till the end of my days to recover the money they owe me. This is for booking.com: next time you say you accept full responsibility if anything bad happens, keep to your word!

Preferred platform for accommodation booking

I have been using this platform for over 14 years now and am a level 3 Genius member. Other than the one odd time in the beginning when the accommodation listing provider turned out to be dubious, I’ve never had issues. Over the years, I’ve learnt to look out for the other users’ reviews and have never had any issues. I’ve made bookings in multiple EU countries, US, Canada, India and SE Asia. They offer a price compare guarantee and I also get discounts on the price due to my loyalty status.

Date of experience : 22 October 2023

We are an NPO

We are an NPO - We decided to use Booking.com to fund our Youth projects by offering accommodation. We first registered in November 2023 and immediately had success with several bookings coming through. However, we haven't received a single payment. But, they bill us each month for commissions and we have to pay them in order to get the guests arrive. Obviously, many guests pay online... thus, it's becoming increasingly more difficult to keep up with the payments to BC. A horrid... horrid business to deal with as they stonewall you in every respect. There are no direct links to a person at BC! They should be charged in a court of law for fraud!!! for this is the most corrupt system we have ever witnessed.

No apartment - no refund - no help

I booked an apartment through Booking.com, paid the money and received confirmation of booking. I turned up at the apartment at 7.00pm then realised I had not been provided the key safe number. Tried calling the number - no answer, sent multiple messages no response. Therefore had to use another hotel, so I requested a refund from Booking.com. They refused a refund and again directed me to a telephone number that does not work, saying they are not responsible and will not refund and I should deal with the apartment owner whom I cannot contact. Disgraceful service - I wish I had looked at Trustpilot before this, I have used Booking.com over 20 times this year, all is fine if you do not have a problem, if you do they will not help.

Date of experience : 31 January 2024

No compensation for cancelled booking with short notice.

Our hotel booked through Booking.com was suddenly cancelled. We had to change destination to an apartement with a lot lower standard (no view, no swimming pool, no sauna, no ski in/out) compared to our original booking. We used a lot of time, and we were not compensated for the inconvenience or the lower standard in any way. Very poor customer service.

Date of experience : 27 January 2024

Worst customer experience ever

My account at Bookings.com has been hacked - no less than 16 reservations were made from my account all over the world for the exact same dates April 16 -21. There is no way, not a phone number, not an email address, not chat message, to talk to customer service at Bookings.com. I can’t delete my account because I have active reservations - it’s on me to contact each & every booking made in my name & ask them to cancel the reservation before I can delete my account, I don’t understand how they can survive in business when they are so bad.

Date of experience : 14 February 2024

Impossible to email booking.com

I have be complaining to booking.com about a hotel that scammed me and said my reservation was cancelled so I couldn’t review them. I have sent endless emails to booking.com using many emails and every way possible to contact them but all have failed. All emails say address not recognised. Disgusting customer service.

booked accommodation for a specific…

booked accommodation for a specific town in Morocco which turned out to be miles away (the location was purely their office) . booking was non-cancellable ' contacted booking.com to cancel it due to wrong information reply said will take up to 24 hours to reply so keep notification on . Told them im not prepared to available to them 24 /7 . the cancelled out anyway booking.com do not take any responsibility for the bad accomadation fraudsters - anyone can advertise on their platform,. I now use alternatives. This is not the first time so dont rely on the information they provide - you need to check everything elsewhere before booking ! or avoid platform providers third parties?

One of the worst companies I ever came…

One of the worst companies I ever came across. Very disappointed with the service. They lure you with cheap tickets but has the worst customer service team. Its better to buy tickets from a shop or genuine agency than book on booking.com. Its difficult to get in touch with the customer service as they don't have any contact number on the website. Bad experience ever. You have to call them 100 times for a date change which never happens. Please avoid this company.

Stay far away from booking.com

Stay far away from booking.com, they never care about the customers, they just care about there commissions, I don’t understand how booking.com can still working scamming peoples like this, if don’t want to loose your money, stay away from booking.com

Fraud flight booking

---------------------- Booked flight via booking.com incl. 20kg check in baggage per person (Customer reference code 40-416706588). Per airline at the airport no check in baggage was included in the ticket price. Had to pay therefore for check in baggage. All information was provided to booking.com already per email earlier as requested! Got confirmation multiple times that we will receive refund, but do not get the money since 4 months.

Date of experience : 09 October 2023

I would strongly advise to stay away…

I would strongly advise to stay away from this company. They advertise and you pay for a room with a view yet they book you into a room with no view you only discover when you arrive. Strange how this hotel they placed a no refund on it,hence why I took out insurance. I found this out before my visit upon speaking to the Hotel so have contacted Booking.com, which in itself Is a nightmare, and await a response. This amounts to a breach of contract and a breakdown of trust so I expect a full refund. I will keep you posted.

Worst customer service

You don't want to have any problem with booking, because if you have one, the customer service is just awful. They pretend they will take care of your problem and ask you to wait, but you can wait forever, nobody will ever contact you.

Date of experience : 12 February 2024

Use another booking platform other than Agoda or Booking.com

Booking.com customer services treat their customers with immesearable contempt and is the worst booking site I have used. Booking.com treats their customers as one consumer biomass there to be fed upon. They make available no customer services email address to resolve issues but instead guide you to Frequently Asked Questions on their website. However, they treat the hotels that book with them as valued partners. Having seen correspondence between my hotel and Booking.com in the morning, I wrote them an email to an email address supplied to me by the hotel. This is an email address the hotel frequently use. However, when I sent them an email, the response stated that the email address was out of use. This was a blatent lie as I'd seen correspondence between the hotel and Booking.com just that morning

Heartless website

This company is like a scam they don't care about their customers at all. Imagine someone booked a hotel room mistaken the date and called to cancel the reservation or change the date. They didn't cancel the reservation and didn't refund the money back.

Date of experience : 11 February 2024

booking com bad reviews

How to Remove A Review From Booking.com

booking com bad reviews

Reviews can either make or break a business. While getting more and more reviews is important, it is equally important to stay on top of all the negative reviews that a business might receive. 

Getting a negative or downright mean the review is a big nightmare for any business owner. Whether you are a hotel or any other business, your  reputation  over the OTA is extremely important for your customers. One of the most widely used platforms is  Booking.com , where customers can leave their reviews and allow others to form an opinion about their business.

Headquartered in the Netherlands, Booking.com is a travel fare aggregator and metasearch engine for lodging reservations. With over 29 million listings worldwide, this comes across as one of the most widely used OTA platforms for the guests to visit and book accommodation for themselves. It is evident from the research that “travelers are more likely to trust property with 20 reviews than one with 2 reviews –” Thus along with the quality even the quantity of reviews matters!

So, it is essential to stay away from negative reviews. Everything that a customer writes about a hotel or any other service, to that matter of fact, may not be accurate. It must be kept in mind that a review is more of a subjective opinion after (or not) a first-hand experience which may or may not be the same for everyone. In a nutshell, all reviews are not reliable.

As we know, a deliberately crafted negative review bringing an ill reputation to a business counts as fraudulent behavior. Hence every owner would be concerned about keeping away from such reviews, which might have a stronghold over influencing the customers’ decisions in a negative manner.

booking com bad reviews

Since one has no control over the negative reviews posted by the users, one has to opt for a viable solution. Sometimes an owner might disagree with the content of a review as it might be a little misleading or detrimental to a property’s reputation.

After all, there are two sides to every story! Not just the negative reviews, even the reviews where renovation or new change has not been noted yet and which might be a little misleading for the prospective customers, it is important to get them erased and start afresh.

But when it comes to removing reviews, Booking.com has its own set of rules and guidelines under which it processes the request for deleting the reviews.

But before diving deep into Booking.com review removal, it is important to understand that  Booking.com allows reviews only from verified users,  unlike Google and TripAdvisor. 

That means the hotels get to verify if the user has stayed at their property and only those users can leave a review. 

In a way, the reviews are 100% genuine. But since a review is nothing but a subjective opinion of the customers, some content might be irrelevant or might not just be in keeping with the guidelines provided by the site.

booking com bad reviews

According to Booking.com, you can request a review removal only in below-mentioned situations:

• In the case of no-shows, cancellations, and over bookings (when the guest has been relocated as a result).

• If we suspect that a review isn’t genuine and may be used to target a competitor, we’ll remove it completely.

• If, after investigation, we determine that the guest reviewed the wrong property. ‍

• If the review is used in a blackmail attempt from the guest’s side (valid written proof must be provided).

You can also request for a review to be removed if it seems to be going against the set guidelines:

• When the review includes abusive language, swearing, discriminatory remarks, threats of violence and political or religious commentary.

• When the review promotes illegal activities.

• If it includes contact details like phone numbers, addresses, email addresses or website links. In these cases, you can inform Booking.com via your extranet ‘Inbox’ , using the subject ‘Reviews’.On their partner help center, Booking.com mentions this as well:

[Note: When comments are removed due to a breach of policies, the score will remain online.]

Tip for hoteliers: Who else can help?

If you think you have a strong valid reason, reach our to your booking.com market manager or support team and explain your side or story, they can guide you through the process.

Meanwhile, what the best practices?

Surely, there is. Since it’s the guests who get the link from the Booking.com directly to review your property, you will have to get in touch with the guests, understand their grievances, pacify them and convince them to change or remove the review you need them to. This includes some proactive approaches.

1. Win Over the Customer

booking com bad reviews

You can attempt to get in touch with the customer by whom the negative review has been written and if something is not accurate, you can politely request them for a review removal since only a user has the authority to edit or delete a review.

Not just this, but while engaging in a conversation with the customer politely explain to them about the faults if there are in the reviews. In fact, there are certain best practices that you can resort to while responding to online reviews to win over the customer’s trust by letting them know that you value their feedback and are willing to do whatever it takes to improve their experience in the future.

Once convinced, here is what your guest can do:

• Contact Booking.com by phone ( here they can find the phone number for their country) or login into their account.

• They will need to have their reservation number and pin code if they call or if they log in they will find the review on their account and can send an email.

• An Agent in Booking.com can assist them with the process. Booking.com will send an email where the guest can resubmit the review that will substitute the old one.

‍ Thus, by winning over the customer, you can actually remove a negative review and at the same, appease the potential customers with your reassuring response to the negative review posted by a disgruntled customer.

2. A Sincere Follow-Up to Convince the Disgruntled Customer

booking com bad reviews

A sincere follow-up with the customers to resolve your issues will surely culminate into something positive. You can also send them a sorry email, invite them once again to your location or bring to their notice the issues that you have fixed as per their request. Once you have successfully won over your customers, you can ask them to edit or delete the review for you.

3. Instill Confidence in Potential Customers: Reply Even to a Negative Or Possibly Fake Review

booking com bad reviews

The reason behind doing this is that it creates trust and lets the potential customers know that you can handle even the negative criticism well. Again, prompt action shows that you are committed to customer service. This is how you can reply to a negative or fake review:

Hi (the reviewer’s name),

We thank you for posting your review and at the same time, we apologize for any dissatisfaction that you might have experienced. Unfortunately, we do not have any recollection or record of a customer experience befitting this account. Again, we apologize that we are unable to verify anything about your identity from your name in our records. We take these issues very seriously and we humbly request you to contact our executive (name) immediately at (email address) to allow us to look into this matter and resolve it immediately if you were a client of ours.

Thank you, (Hotel’s Name) (Name), General Manager

In a nutshell,

• Verify your records. • Thank the customer and respond to the review (Yes, even if it’s fake) • Address the complaint and apologize for the dissatisfaction they might have experienced. • State that you can’t seem to trace them in your records or are unable to verify their identity. • Offer them to reach out to you by providing your contact details. • Once you’re convinced that the review is fraudulent, report or flag it!

Here are some of the best practices that will help you in responding accurately to the negative reviewsBooking.com has a strict policy when it comes to removing reviews.

But obviously, it is stricter when it comes to removing fake reviews. If they detect that the review is fake, they will remove it without notifying anyone, in case of a suspected foul play.

Additional Tips

booking com bad reviews

• An effective and technology-driven end-to-end solution like Instant Review invite or Guest Messaging will be the most effective in helping you with your reputation management which, in turn, will help you increase your Google Reviews. Again, a review generation tool will help streamline the entire review process

• Amplify your positive responses by playing your role in providing the customers with a great experience which, in turn, will help you collect more reviews. 

How to Manage the Reviews Effectively to Avoid the Hassle of Removal

booking com bad reviews

• Manage your reviews on an everyday basis. Review Management Solution can come in handy to help you respond to the reviews accurately on go by managing them all on a single dashboard.

• Make your offline actions better by seeking to improve. You can deeper insights from analyzing the reviews trends, sentiment analysis- which will reveal many actionable insights that can help you make changes that can make substantial impact.

• Timely respond to the reviews on Booking.com as this can also encourage the guests to leave you a review by conveying the message that you consider their feedback valuable and care to respond to each of them.

• Handle the negative reviews pretty well by deploying a personal yet professional tone in curating your response which acts as a great indicator of your reputation as a hotel or business.

• For further assistance, you can also contact Booking.com by following the steps mentioned above.

• Get a Reputation Management Solution to save yourself from the peril of fake or negative reviews as it allows you to check and respond to your reviews timely by bringing them all in one place.

No business owner can afford to see his hard-earned reputation getting tarnished in a day by one disgruntled customer. Hence it is important to stay ahead in the game and take the necessary precautions before the situation blows out of proportion.

Removing a review from Booking.com might not be an easy task and might take some time as the platform receives a large number of reviews per day. But with the right technique and patience, your business will surely see the light of the day in the form of more positive reviews.

In fact, one of the best ways to combat negative reviews is to strive for getting more positive ones and formulate strategy to proactively get internal guest feedback to make positive changes. Hence it is important to invest in a good reputation management solution that will help ease your worries to a great extent.

Need more ? We are here!

booking com bad reviews

Need Help ? Talk to our Experts to supercharge your Pre-Arrival experience

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A complete guide on how to interpret hotel reviews

booking com bad reviews

Like anything else you buy today, it’s helpful to read hotel reviews before committing to a booking, but not every review is relevant. Some are even fake. Before making the critical decision of where to base yourself during your time away from home, learn how to identify the real reviews, and how to sort through the rest to make sure you’re making the right choice based on what’s relevant to your own needs. There are mountains of hotel reviews out there, but they’re not all useful. Luckily, it’s pretty easy to find the ones that are with the tips and tools below.

Analyzing hotel review scores

Reading individual reviews, identifying trends and patterns, considering the reviewer’s perspective, personal preferences and deal-breakers.

A mature couple sits together, engrossed in their computer, surrounded by pots of vibrant plants.

The quickest indicator of guest satisfaction with a hotel is the average review score, or overall rating. I prefer checking KAYAK’s review score over others because it aggregates reviews from a variety of sites, offering a more complete picture than any single platform might show, and the reviews come from verified guests. When searching hotels on KAYAK , each result shows a total review score from 1–10, and you can sort results by review from a dropdown at the top of the results page. Use this aggregate score only as a starting point for deciphering customer satisfaction, though. Equally important is the number of reviews, because an average is swayed more easily by individual reviewers when there are few in total. Generally, the more reviews, the more accurate the score, since a single angry or overjoyed customer has little ability to sway the overall score.

Hotel reception.

While total review scores are a great starting point for narrowing your hotel search, it’s the individual reviews that reveal the realities of the hotel – and of the reviewers themselves. If there are many positive reviews that offer generic praise without details, especially in a short time, it’s likely these are fakes – listed or paid for by the hotel itself. Ignore them, and realize the overall score is likely lower without these phonies. Fortunately, these are rare on KAYAK, since they only include reviews from verified bookings.

Details like mentioning employee names and describing specific experiences are indicators that reviews are likely authentic. These more comprehensive reviews also help to inform you whether the reviewer is leaving fair, overall feedback, or just slamming a hotel because of one minor detail. Because many people are tempted to leave reviews only when they’re angry or super impressed, I prefer to read middle-of-the-road reviews for a more accurate picture of what was both good and bad about the experience before confirming my own hotel choices. Extreme reviews, both positive and negative, may have insights to share, but middle-score reviews tend to be more comprehensive and less swayed by a single amenity, interaction, or experience.

A young child with socks on jumping on the bed.

One-off experiences, good or bad, aren’t very helpful for understanding what your own experience will be like, so keep an eye out for trends and patterns across multiple reviews instead. If multiple guests experienced the same bad buffet or amazing bartender, there’s a good chance you will, too. If only one person’s room was too cold, it could have been a particularly sensitive guest, or there may have been a mechanical malfunction that has likely been fixed. Don’t make decisions based on isolated incidents – patterns are more reliable. Also, keep in mind that all things eventually break, and everyone has a bad day, so it’s not relevant to judge an entire hotel experience because a lightbulb was out, or a housekeeper forgot to bring extra hangers. Reviews that focus only on these inevitable one-offs should be ignored.

Just as importantly, I always consider time patterns when assessing reviews. If several people mentioned a rude concierge, but all those reviews were two years ago and no one has mentioned it since, the issue has likely been resolved – so I wouldn’t scratch the hotel from my list even though many people complained of the same issue. Similarly, if many people raved about the menu nine months ago, but failed to mention it since, it’s possible the menu or chef has changed, so I wouldn’t book a hotel based solely on this past positive. Patterns that stretch across time are more representative of the current reality at a hotel. I love that KAYAK lists reviews by date, with the most recent reviews first, because it makes it easier to identify current trends at a hotel.

Close up of a maid changing the towels for a young lady staying at the hotel.

How many times have you heard that we’re all special because each person is unique? While that may be true, it also means our unique histories and personalities affect the way we interpret experiences. When reading reviews, keep in mind that perspective is everything. For example, a guest with two younger children may find a lushly landscaped property frustrating because it’s harder to keep an eye on everyone. Meanwhile, it may be an Instagrammers dream, and equally enjoyable to a couple looking for more secluded areas to relax. Likewise, some generations of travelers may expect a more comprehensive style of service and become annoyed if left alone too long, while other generations may take a more do-it-yourself approach, and would be uncomfortable with constant attention from servers or housekeepers. Whenever possible, keep reviewer demographics in mind to help determine if their perspectives have reviews in perspectives that are relevant to you.

Because different travelers look for different qualities and amenities in a hotel, KAYAK not only shows a total review score, but further breaks down scores by traveler type – showing the average given by guests from each group. If you’re traveling alone, you’re probably not looking for a fantastic kids’ club or a romantic restaurant, so it’s not necessarily wise to make a decision based on a total score that has been affected by these amenities. While you may be put off by a total review score of 7, taking a closer look at reviews by traveler type might reveal that solo travelers rated the hotel a perfect 10, a score that is likely more indicative of how you will personally find the property

Taking glasses of champagne to her clients at the swimming pool of a luxury private villa.

When choosing a hotel, it really comes down to what’s right for you, not everyone else, so have a list of preferences and deal-breakers in mind before reading reviews. If you love big pools, ocean views, and killer cocktails, don’t be swayed by negative reviews that only complain of runny eggs. It’s not relevant to you. Know what you want and don’t want from a property, and look for reviews that discuss these specific qualities, because these are what will most determine how good of a time you have there.

When reading overly positive or negative reviews, it helps to keep in mind that others have their own preference lists and deal-breakers, too. A whiskey lover may be ecstatic to find a rare bottle available at the hotel bar and leave a glowing review for the entire property, just as a sensitive sleeper may be so bothered by firm pillows that they leave a scathing review of the hotel. This is another reason that detailed, longer reviews are more beneficial and should be given more weight in making your own decision. From these, you can get a better sense of whether the guest was truly giving an accurate picture of the entire property, or was simply swayed by a single preference or deal-breaker that changed their entire impression.

A couple is lounging in the hotel as they are waiting to be taken to their luxurious suit in the hotel. They are sitting on a sofa with their luggage on the cart and are using a smartphone.

Reviews are the best way to discover the reality of a hotel experience, but only when you know how to use them. It’s critical to disregard fake reviews, but it’s equally important to deprioritize honest reviews that don’t relate to you and your own needs. If you read every review and take every opinion into account, you’ll never settle on a hotel because no hotel (or anything in life) is a perfect fit for every person. You’re likely to find hundreds, if not thousands, of reviews for many hotels you search, but there’s no need to be overwhelmed by the volume. Simply keeping in mind the basic pointers of looking for detailed and specific reviews, identifying patterns and trends in features and time, and prioritizing reviews from those whose preferences and deal-breakers most match your own will point you in the right direction. To get you started, KAYAK can help find the perfect hotel for you and provides Price Alerts when your chosen property hits a great price.

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booking com bad reviews

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Reviews 1.2.

53,534 total

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Booked car hire from Dublin Airport was…

Booked car hire from Dublin Airport was told by booking.com that advisable to take full insurance when I got to collection desk was told policy was no use I had to buy insurance from them or leave a 1600 euro deposit. Booking.com as far as I’m concerned scammed me for the insurance I would advise anyone to not take out the so called full insurance IT IS A SCAM BEWARE

Date of experience : February 15, 2024

Worst experience ever

Worst experience ever, they only take a lot of money and doesnt help at all even if you have paid extra for a flex-ticket. The custumer service are only referring to "We can´t help you since we are not the aircraft" When you speak with the aircraft they say we have to speak to Booking.com since they booked the ticket. Their tickets are overpriced and has costed us thousands of kr extra for nothing. DONT USE THEIR SERVICES!! Never again!

Date of experience : February 16, 2024

Booking.com owe me money

I was charged £217.87 by Booking.com however the hotel invoice is £178.65 meaning that Booking.com owe me £39.22 as they overcharged me. I have pursued this for 4 weeks now and am getting nowhere. The customer service is appalling, the finance department are apparently uncontactable unless you work for the business and the managers are permanently in meetings and won’t do what they are paid for. Are they intentionally stealing my money? An atrocious company to deal with!

Date of experience : January 18, 2024

Extremely unprofessional supervisor…

Extremely unprofessional supervisor (called Mary wouldn’t give me surname) refused to speak to me about a booking that turned out to be scam. Called numerous times to resolve the issue, no help or support offered, advised to wait until point of checking before things could be taken further/ offered a refund! I attempted to contact the accommodation approx 10 times with no response. Booking.com told me their policy was to wait for a response within 48 hours, that time came and went and I was the told I had to wait until day of checking for the “investigation” to be deemed resolved!! Absolutely shocking!!!!!!!!

First and last time using booking.com

First and last time using booking.com! Booked a flight with flex ticket and had to change dates of departure, flight was cheaper but you can not get the cheaper price for the airfare. Booking.com website price is only for new bookings, not revising existing. Changed the dates of departure, paid more and their site was never updated to the new departure dates. Thank goodness it shows correct on Westjet site! Deleted the Bookings.com app and will NEVER use this company again.

Always use a credit card to book anything. They locked my account and customer service hangs up as soon as I'm connected. Waiting for a refund from December 2023. Did everything they wanted. Sent them everything requested twice and now they just ignore maybe I go away. I won't go away! I will fight till the end of my days to recover the money they owe me. This is for booking.com: next time you say you accept full responsibility if anything bad happens, keep to your word!

Preferred platform for accommodation booking

I have been using this platform for over 14 years now and am a level 3 Genius member. Other than the one odd time in the beginning when the accommodation listing provider turned out to be dubious, I’ve never had issues. Over the years, I’ve learnt to look out for the other users’ reviews and have never had any issues. I’ve made bookings in multiple EU countries, US, Canada, India and SE Asia. They offer a price compare guarantee and I also get discounts on the price due to my loyalty status.

Date of experience : October 22, 2023

We are an NPO

We are an NPO - We decided to use Booking.com to fund our Youth projects by offering accommodation. We first registered in November 2023 and immediately had success with several bookings coming through. However, we haven't received a single payment. But, they bill us each month for commissions and we have to pay them in order to get the guests arrive. Obviously, many guests pay online... thus, it's becoming increasingly more difficult to keep up with the payments to BC. A horrid... horrid business to deal with as they stonewall you in every respect. There are no direct links to a person at BC! They should be charged in a court of law for fraud!!! for this is the most corrupt system we have ever witnessed.

No apartment - no refund - no help

I booked an apartment through Booking.com, paid the money and received confirmation of booking. I turned up at the apartment at 7.00pm then realised I had not been provided the key safe number. Tried calling the number - no answer, sent multiple messages no response. Therefore had to use another hotel, so I requested a refund from Booking.com. They refused a refund and again directed me to a telephone number that does not work, saying they are not responsible and will not refund and I should deal with the apartment owner whom I cannot contact. Disgraceful service - I wish I had looked at Trustpilot before this, I have used Booking.com over 20 times this year, all is fine if you do not have a problem, if you do they will not help.

Date of experience : January 31, 2024

No compensation for cancelled booking with short notice.

Our hotel booked through Booking.com was suddenly cancelled. We had to change destination to an apartement with a lot lower standard (no view, no swimming pool, no sauna, no ski in/out) compared to our original booking. We used a lot of time, and we were not compensated for the inconvenience or the lower standard in any way. Very poor customer service.

Date of experience : January 27, 2024

Worst customer experience ever

My account at Bookings.com has been hacked - no less than 16 reservations were made from my account all over the world for the exact same dates April 16 -21. There is no way, not a phone number, not an email address, not chat message, to talk to customer service at Bookings.com. I can’t delete my account because I have active reservations - it’s on me to contact each & every booking made in my name & ask them to cancel the reservation before I can delete my account, I don’t understand how they can survive in business when they are so bad.

Date of experience : February 14, 2024

Impossible to email booking.com

I have be complaining to booking.com about a hotel that scammed me and said my reservation was cancelled so I couldn’t review them. I have sent endless emails to booking.com using many emails and every way possible to contact them but all have failed. All emails say address not recognised. Disgusting customer service.

booked accommodation for a specific…

booked accommodation for a specific town in Morocco which turned out to be miles away (the location was purely their office) . booking was non-cancellable ' contacted booking.com to cancel it due to wrong information reply said will take up to 24 hours to reply so keep notification on . Told them im not prepared to available to them 24 /7 . the cancelled out anyway booking.com do not take any responsibility for the bad accomadation fraudsters - anyone can advertise on their platform,. I now use alternatives. This is not the first time so dont rely on the information they provide - you need to check everything elsewhere before booking ! or avoid platform providers third parties?

One of the worst companies I ever came…

One of the worst companies I ever came across. Very disappointed with the service. They lure you with cheap tickets but has the worst customer service team. Its better to buy tickets from a shop or genuine agency than book on booking.com. Its difficult to get in touch with the customer service as they don't have any contact number on the website. Bad experience ever. You have to call them 100 times for a date change which never happens. Please avoid this company.

Stay far away from booking.com

Stay far away from booking.com, they never care about the customers, they just care about there commissions, I don’t understand how booking.com can still working scamming peoples like this, if don’t want to loose your money, stay away from booking.com

Fraud flight booking

---------------------- Booked flight via booking.com incl. 20kg check in baggage per person (Customer reference code 40-416706588). Per airline at the airport no check in baggage was included in the ticket price. Had to pay therefore for check in baggage. All information was provided to booking.com already per email earlier as requested! Got confirmation multiple times that we will receive refund, but do not get the money since 4 months.

Date of experience : October 09, 2023

I would strongly advise to stay away…

I would strongly advise to stay away from this company. They advertise and you pay for a room with a view yet they book you into a room with no view you only discover when you arrive. Strange how this hotel they placed a no refund on it,hence why I took out insurance. I found this out before my visit upon speaking to the Hotel so have contacted Booking.com, which in itself Is a nightmare, and await a response. This amounts to a breach of contract and a breakdown of trust so I expect a full refund. I will keep you posted.

Worst customer service

You don't want to have any problem with booking, because if you have one, the customer service is just awful. They pretend they will take care of your problem and ask you to wait, but you can wait forever, nobody will ever contact you.

Date of experience : February 12, 2024

Use another booking platform other than Agoda or Booking.com

Booking.com customer services treat their customers with immesearable contempt and is the worst booking site I have used. Booking.com treats their customers as one consumer biomass there to be fed upon. They make available no customer services email address to resolve issues but instead guide you to Frequently Asked Questions on their website. However, they treat the hotels that book with them as valued partners. Having seen correspondence between my hotel and Booking.com in the morning, I wrote them an email to an email address supplied to me by the hotel. This is an email address the hotel frequently use. However, when I sent them an email, the response stated that the email address was out of use. This was a blatent lie as I'd seen correspondence between the hotel and Booking.com just that morning

Heartless website

This company is like a scam they don't care about their customers at all. Imagine someone booked a hotel room mistaken the date and called to cancel the reservation or change the date. They didn't cancel the reservation and didn't refund the money back.

Date of experience : February 11, 2024

booking com bad reviews

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Reviews 1.8.

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Absolute nightmare trying to get in…

Absolute nightmare trying to get in contact with booking.com with a problem I have, been trying for 5weeks now and still no luck

Date of experience : February 16, 2024

Excellent Service. Thank you!

With so many poor reviews of Booking.com, I thought it only fair to list my recent experience with this company. I booked flights for two people for May 2024 flying from Honolulu to Calgary and then to Heathrow. The cost was £1100. Unfortunately, my travelling companion was unable to secure travel insurance due to a long term illness and we thought it too risky to enter the US without it. So in February 2024 I cancelled the flights on the Booking.com website. It told me immediately the refund that I would receive and I received at email a few days later informing me that the funds had been repaid to my account. When I checked my account I had actually received more than the original estimate. A charge of approximately £50 per person having been deducted. I was very pleased with the efficiency of the service received and at the modest handling charges. Well done Booking.com and thank you!

Date of experience : February 06, 2024

Impossible to contact customer services

I really wish I read read other reviews first but assumed, as I've had no problem with accommodation over the years, that this would be the same. I booked flights online via Booking.com but didn't receive booking confirmation. Waited almost a week but then EasyJet confirmed no booking was made. I have failed to get an answer from Booking.com despite a number of attempts via phone, email and website. All I want now is confirmation that my payment hasn't been taken and then I will rebook direct with EJ, having lost faith in Booking.com. If payment has already been taken but no confirmation of flights provided, I will have to reclaim from bank as others have done.

Date of experience : February 05, 2024

Terrible - never book a flight with Booking.com!!! It’s not Booking.com, it’s a terrible company called GoToGate whose customer service centre is based in India and go out of their way to avoid giving you your money back when a flight is cancelled.

Avoid using them worst service ever

Used them to make a flight booking, the airline cancelled the first leg of our booking so we missed our connecting flight too. It’s been a whole week they’re still yet to refund us the customer service team is useless. The help centre on the app intentionally breaks down as you’re about to send them a message. The representatives have sent their elusive managers 3 escalation emails but no one has reached out to me. Ridiculous don’t ever book a flight with them

Date of experience : January 05, 2024

I booked a flight through booking.com…

I booked a flight through booking.com in Jan 2023 and this flight was cancelled. It is over 1 year now and am yet to get my refund despite the airline (Ethiopian airline) confirming booking.com has been refunded. Booking.com customer service are clueless or maybe it the company way of cheating people of their money, no refund, no communication from booking.com To me the flight section seem like a scam, avoid booking flights through this website.

Date of experience : February 08, 2023

Works well for accommodation but not for flights

Works well for accommodation as has been my experience with them, but DO NOT use this platform for buying air tickets. Go straight to the airlines. My flight was cancelled by the airline and consequently, my trip never happened. While Booking.com had no trouble reimbursing me the accommodation cost (and in full no less!), I still to hear from them about my flight ticket refund that I would have already received without any hassle, had I bought my ticket through the airline. But no, trying to deal with their customer service has been a real pain in the neck and obviously without any result. Just stay away from Booking.com when purchasing flight tickets and don't make a HUGE mistake as I did!

Date of experience : December 05, 2023

To avoid stress, don't book flights on booking.com but go directly to airlines

I can echo most other reviews that booking.com is OK in accommodations but awful for flights (in fact, it is actually GoToGate). Better book with airlines directly. When problems turn up, booking.com would be very slow, as they claim they have to wait for airlines to react. If you go then to the airlines, they tell you must arrange via booking.com, and so on, and on.... In our case, a schedule change turned up one month before departure, but they were unable to manage a reasonable alternative until the very day of departure! Early, plenty of seats in alternative flights were still available, as I checked. But they just did not confirm an alternative, and simply did not tell us which airline was responsible to manage our tickets (which was not the carrier for our first leg, but fortunately had already reacted satisfactorily), and left us in an increasingly stressful limbo over weeks, as available seats were melting away.

Date of experience : December 22, 2023

Don’t ever use booking.com to book your…

Don’t ever use booking.com to book your flight! Our original flight was horribly changed and they gave us an alternative option to choose from ( 1. The refund 2. New flight to be booked 3. Accept the flight) We have chosen a new flight option and we had a confirmation straight after that they will book our new flights and send us a new update tickets. (All information has been recorded on email) - after 2 months we still didn’t heard anything and after I contacted them, booking.com tried to convince me that I accepted this flight. When I asked to provide and to prove this information, they told it’s confidential and at the end of the day they couldn’t prove that I accepted this flight. Anyway because of all this situation we had to book another flight tickets for 5 people each way. (We lost over 1k) When it comes for responsibility they are sending you over to different companies to sort things out, but they never ever responsible for anything! If anyone have contacts who can actually help us to refund our money in this case, would be so much appreciated!!! As it’s completely unfair, I am completely fed up to communicate to them as it’s useless in any way

Date of experience : January 03, 2024

Avoid using booking.com

Avoid using booking.com, really terrible customer service and only allow changes via phone though if you book direct with the airline they allow online changes. The chat support is also useless.

Date of experience : December 27, 2023

WARNING Do not ever book a flight via…

WARNING Do not ever book a flight via Booking.com. I have used this platform many times for accommodation so thought using it for a domestic flight would be fine.How wrong was I. I am still trying to change a domestic flight 4 days after first contacting the company and all I get are multiple emails with links that do not work and telephone numbers that are not answered without providing a booking number that for some reason is not recognised on their system. Do not make my mistake!!

Date of experience : December 18, 2023

Money taken for flights, no reservation recorded

I booked flights and the money was taken from my bank account. The reservation is on my Booking.com account. However, no confirmation information was given or email sent. Nonexistent customer service unless you have a confirmation number (which I wasn't given). No response on getting a refund. And as they can't find my reservation they won't reinstate my flights. Have had to go through my bank. Stay away

Date of experience : October 24, 2023

After flying to over 60 countries

After flying to over 60 countries, what happened when I booked a flight with booking was frustrating, unreliable and unforgivable. I bought a ticket to fly from buenos aires to Cordoba through aerolineas argentinas. I tried to the checkin the day before and all I read was go to the counter..the next day I did go to the counter and was told the flight DID NOT EXIST..and that I would need to buy another plane ticket, which I did. When I tried through several e mails and phone calls to get an explanation about what happened no one would give me an aswer..all I was told is that I could not get any type of refund because the airline refused to give me one. How would you feel if you bought a plane ticket and when you got to the counter they told you the flight did not exist? Let me add I had to spend 20 hours at the aeroparque airport due to full flights, and cancellations of the second plane ticket i was forced to buy. so NO DON'T BUY THROUGH BOOKING AND OR AEROLINEAS ARGENTINAS..It has been a disaster.

Date of experience : November 10, 2023

BOOK WITH AIRLINE DIRECT hotels many times with…

Booked hotels many times with booking.com and they were great booked flights this time and they were awful. Avoid at all cost I was forced to pay for flights again direct with the airline which I should of done first of all. They just don't want to know

Date of experience : January 10, 2024

Terrible company, they stole my money!!!

On November 7, I booked London-Warsawa tickets for the first time through Booking Flights, entered all the necessary passenger data, selected paid seats, entered my email, although I did all this from my Booking profile. They took money from my card, but there is no confirmation of the booking! Booking does not see my booking and that the money has been withdrawn. I sent an bank statement, skreenshot this transaction! Then they actually told me that they sent me a confirmation to another email, which I have not used for two years and it is not linked to my booking profile. But I checked that email, there is absolutely no confirmation there either, and the last letter was in August. It seems to me that they are making a fool out of me! Terrible, terrible company! I hope the bank will help me return the money, I filed a disputed transaction, this is my only hope

Date of experience : November 07, 2023

Flexible ticket is FRAUD

I booked a flight with flexible ticket. Booking.com said that a change of booking is possible up to 24h before the flight, via phone call. I called 7 days in advance, to ask for a change of flight date 4 months later! In fact it took the company 5 days (!) to offer me a re-booking, for which option i paid. Although the flight on that date was cheaper than the one i booked, they asked for 200 Euro extra charges. My conclusion: . NEVER again book flights via booking.com . NEVER consider to buy a flexi ticket from booking.com

Honestly disgusting service

Honestly discussing people and service. I booked my ticket 5 weeks ago money came out from my account I assumed the booking confirmation and flight details would be send to my email. As my journey comes closer I checked my email nothing of the booking to be seen no confirmation nothing. I tang op today asked them he stayed he can’t find my phone number in the system and also my name there are many people with the same name. How come exactly on that plane there more people with my name. He was transferring my case to different departments and they will contact me. Which I already know they are a scam no one will ever call me. Also when I tried to email them I got email back with codes and outlook saying; This Message Is From an Untrusted Sender You have not previously corresponded with this sender. I don’t now what to do? Any suggestions people? Many thanks honelslty I I would NEVER EVER WANT THIS FOR PEOPLE TO HAPPEND.

Date of experience : November 23, 2023

Don't book flights with booking.com it's GoToGate in disguise and service is terrible!

Booked a flight on booking.com which later turned out to be via GoToGate through their partnership. The flight booking included carry-on + checked in for each passenger (and if I go to rebook now still advertises this allowance), but when they confirmed the flight 24 hours later it dropped down to hand luggage only. A simple fix right? Wrong.. over 3 weeks later, 3 phone calls, tweeting them, multiple email threads and more... they still haven't resolved the issue, and have repeatedly refused to refund me. It's been supposedly "escalated" 4 times, and not a single sign of progress to resolve or refund me. I will never book a flight via booking.com or with GoToGate again - I just want my refund so I can book this flight elsewhere as the service is appalling. Luckily I paid via AMEX who I've escalated it to for support given the shocking experience.

Date of experience : May 04, 2023

Customer Service A joke!

In a booking of 3 people I requested a change to one flight (Bangkok to Manchester). I was told the charge - £92, agreed and was put through to payment. Completed satisfactorily then my bank told ne £276 had been charged to card. Immediately rang back and said figure was correct. Told rep I had been told £92 but he said charge was correct. An hour later we received an update to our booking and ALL 3 tickets had been changed. Rang back and they verbally agreed it was there mistake and Customer services would handle it and phone. 8 weeks later and a week before the flight we had to pay to change the 2 flights back to original. Customer services have not rang. The GoToGate rep has given me an email address that gives me a phone number which takes me back to GoToGate. I am in an interminable loop. There is no way to speak to anyone. Do not book through Booking.com !!!

Date of experience : August 23, 2023

What an absolute SCAM

What an absolute SCAM. I booked the flight and the money ALREADY came out of my account. Then I get a notification that the price went up, would I like to buy a new ticket. I can’t afford two tickets.

Date of experience : October 11, 2023

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Who are you really booking for when you book flights with Booking.com?

Is Booking.com legit? Find out who’s really behind your flight bookings

Considering booking a flight with Booking.com? Wondering whether Booking.com is legit, trustworthy and safe to book flights with? If so, this post is for you.

Up until a couple of weeks ago, I had no reason to suspect any issues when using Booking.com. I’d been using the site for hotel bookings for over 15 years and have never had any issues.  I even used to be a Booking.com affiliate and promoted them on my website! That said, I’d never had to contact their customer service department that entire time.

I’d never tried booking any flights with them, either. In fact, I didn’t even know they handled flights at all. But recently I had to book a flight that was too expensive to book directly with the airline and thought I’d do the next best thing: book with a website I’d booked with many many times before with no issues, a site I can trust.

But travel is always about discovery, and what I discovered was that in the New Normal, all bets are off and you can’t trust any company anymore, no matter how good you thought they were before. I can no longer recommend Booking.com.

I also discovered that when you book flights with Booking.com, you’re not actually getting Booking.com at all . Booking.com’s site and brand are effectively just a front, building on the site’s increasingly undeserved past reputation to connect you to the booking system of far worse sites owned by the same parent company. Below are answers to common questions about booking with Booking.com. But first, I’ll tell you what happened to me.

Contents The Booking.com scam-like experience Money for nothing Zero Customer Service Hidden Partners Fight for your refund Scammy Practices Is Booking.com legit? Who is Booking.com affiliated with? Is Booking.com reliable for flights? Is Booking.com ATOL protected? Can Booking.com cancel your reservation? Is it safe to use Booking.com?

The booking.com scam-like experience, money for nothing.

I booked a return flight on Booking.com, using Paypal. The first email I received was from Paypal, telling me I’d authorised Booking.com to charge me for the amount I’d specified. Shortly afterwards, I received another email confirming Booking.com have charged me.

Unfortunately, as I was in the middle of work, my brain registered this second Paypal email as confirmation that I’d been booked. After all, they were waiting to charge me, then I got charged, which to me implied that they’d managed to book the tickets with the airline.

WRONG! A couple of weeks later I went to check my flight times. I searched my gmail account for any reference to the booking, and all I found were the emails from Paypal. After logging into my Booking.com account, I couldn’t find any reference to my booking there either. And this is where the fun started.

Zero Customer Service

If you try to contact Booking.com through their site about a flight booking, you’re told you can’t get help, because they only handle hotel bookings. Instead, they provide you with a US number to call (I don’t live in the US). I Googled and found a local number, but that number hangs up on you unless you have the reference number and pin number, which I obviously didn’t have, as there was no record of my booking. Turns out the US number sends you to an Indian call centre.

I spent over 10 minutes on an international call as the agent searched for my booking. the quality of the VOIP and the agent’s grasp of British English were so poor, much of it was me having to use the phonetic alphabet to spell everything down to “gmail”. In the end she just said “Your booking doesn’t exist, contact your bank” and hung up. No offer of a refund, no apology, nothing.

Hidden Partners

While on the phone to India, I discovered that Booking.com’s flight call centre actually goes through to Mytrip and Gotogate’s call centre , as they’re now apparently all the same thing.

Mytrip and Gotogate are both terrible companies with really bad reviews and I never would have booked with them. Only apparently I just did. Check out what the Internet has to say about Gotogate and Mytrip . They are literally the worst.

Fight for your refund

Once the shock subsided, I opened a dispute with Paypal (who I’d thankfully booked with).

It seems Booking.com use Paypal disputes instead of customer service , as within a few days I received another Paypal email saying I’d received a refund from Booking.com. To this day I’ve never received anything from Booking.com themselves about this.

Scammy Practices

Had I not checked my booking with plenty of time, I could have discovered this last minute and not been able to get an alternative flight in time.

Booking.com basically charged me before ensuring they could actually deliver the service I had paid for. When they found out they couldn’t, they did nothing to inform me and held onto my money until I made them give it back . This is apparently common practice for them with both flights and hotels. Just look at what happened to these poor women when Booking.com failed to notify them their hotel reservation was no longer valid, or this Forbes journalist and their friends who got stuck without accommodation in Turkey.

Is Booking.com legit?

Bad travel websites like Booking.com advertise prices for flights and hotels, take your money first, and only then try to book your ticket at that price with the airline. Sometimes that order doesn’t go through or is refused, but the website won’t update you and will keep your money unless you make them give it back. Sometimes it can take many months for this to happen.

If flights are cancelled by the airline, you might not get notified, or you might have your flights changed without your consent . The company’s excuse for customer service is fully outsourced and designed to get rid of you, rather than to help you. You’ll get over the top apologies from customer service staff, but no actual help. If you’ve read about my experience with trip.com then this will be all too familiar.

Booking.com used to have a good reputation. Is this because fewer people had to contact their customer service department in the Before Times or because they used to offer decent customer service? No idea. All I know is that they are impossible to deal with right now .

So is Booking.com a scam? Depends on who you ask. The site is set up to sell and deliver bookings, rather than just steal your money. But their shoddy practices, incompetence and lack of customer service make them indistinguishable from an actual scam .

Who is Booking.com affiliated with?

Booking.com is owned by Booking Holdings, which now also owns the Swedish eTraveli group , owner of Mytrip, Gotogate and other dodgy travel companies known for their lack of customer service . When you’re booking flights with Booking.com, you get to “enjoy” the same level of “service”, as they use the same lousy booking system and the same outsourced call centre for all their flight bookings.

Is Booking.com reliable for flights?

Based on my experience, absolutely not . This is supported by the many one star reviews  they’ve been getting online. People are really unhappy with the way Booking.com handles flight bookings and many are left waiting for a refund that never comes , even though Booking.com took the money and didn’t provide a service .

Is Booking.com ATOL protected?

Booking.com is not ATOL or ABTA protected . It’s also not based in the UK, which means that if you want to sue them, you’ll have to jump through a bunch more hoops now the UK is out of the EU. The good news is that the company is based in Europe, where there are stricter rules about what businesses can and cannot say or do. This means that if you do manage to jump through the legal hoops, you’ll do better than when dealing with Chinese companies like trip.com .

Can Booking.com cancel your reservation?

While it’s usually not Booking.com themselves who cancel your reservation, you may find it’s been cancelled without notice at any given point . This is because they take your money without confirming the reservation. If the hotel then raises its prices or rejects the reservation, you may not be informed. People have turned up to their booked hotels in the middle of the night only to find that their booking has been cancelled months before . While the hotel may refund Booking.com for your booking, Booking.com will not automatically refund you.

Is it safe to use Booking.com?

Reading through reviews and articles about Booking.com, I would say it is no longer safe to use Booking.com . From this story about women who got stranded in a foreign country without a hotel because of a Booking.com screw up to this family that got charged, only to discover on arrival they had no reservation after all , there are countless stories about Booking.com screw ups that are not dealt with.

This is shocking for me, as I used to book with them all the time and even advertised them on my site for years, but apparently they’ve seriously gone downhill and no longer care about their customers at all .

If you still want to book with Booking.com for some reason, use a credit card if you have one, or Paypal . With a credit card  you can do a chargeback if Booking.com fail to provide the service you paid for and get the money much quicker. While not legally bound in the same way as a credit card, Paypal are usually pretty good with opening disputes and getting your money back in such cases. They’re also probably used to this type of dodgy companies by now.

With flights, check for a confirmation email with the reference number and pin, and contact the company immediately if it doesn’t arrive within a few days. Don’t book last minute flights with Booking.com.

Related posts:

is trip.com legit?

How do I respond to a bad review on booking com?

travel-faq

When faced with a bad review on Booking.com, it’s important to respond promptly and professionally. Your response can greatly influence potential guests’ perception of your property and demonstrate your commitment to customer satisfaction. Here’s a step-by-step guide on how to effectively respond to a bad review:

First, take a deep breath and resist the urge to immediately react defensively. It’s essential to approach the situation with a calm and level-headed mindset. Acknowledge the guest’s concerns and show empathy towards their experience. This will help create a positive tone for your response.

Next, address the specific issues raised in the review. Be factual and transparent but avoid getting defensive or placing blame. Provide a clear and concise explanation of what might have gone wrong and any steps you have taken to rectify the situation. Showing that you take guest feedback seriously and are actively working to improve will demonstrate your commitment to providing a better experience.

Always maintain a professional tone throughout your response. Avoid getting into arguments or engaging in a lengthy back-and-forth with the guest. Remember that your response will be visible to potential guests, and it’s important to present yourself as someone who can handle feedback constructively.

Offer a resolution or a way to make amends. Depending on the situation, you can consider extending a sincere apology, offering compensation, or inviting the guest back for a complimentary stay. This gesture can help to rebuild trust and showcase your commitment to guest satisfaction. Additionally, encourage the guest to contact you offline to discuss the issue further and provide personalized assistance if necessary.

Lastly, keep in mind that your response not only addresses the specific reviewer but also reflects your property’s commitment to all potential guests. Stay consistent in your messaging and strive to maintain a positive online reputation by responding to both positive and negative reviews promptly and professionally.

FAQs about responding to bad reviews on Booking.com

1. should i respond to every bad review.

Yes, it’s essential to respond to every bad review. This shows that you care about guest feedback and are committed to addressing any concerns.

2. Can I delete a bad review on Booking.com?

No, as a property owner or manager, you cannot delete a review on Booking.com. However, by responding politely, you can mitigate the impact of a negative review.

3. How long should my response be?

Your response should be concise and to the point, ideally between 200-300 words. Avoid lengthy explanations or repetitive information.

4. What if the review contains false information?

If the review contains false information, politely clarify the facts without getting defensive. Focus on presenting your side of the story.

5. Can I offer a refund in my response?

Yes, offering a refund or compensation in your response can show your commitment to resolving the issue. However, evaluate each situation individually.

6. Should I use a template for my responses?

While templates can be useful for efficiency, personalize each response to address the specific concerns raised in the review.

7. How quickly should I respond to a bad review?

Aim to respond within 24-48 hours of receiving a bad review. Responding promptly shows that you prioritize guest feedback and are proactive in addressing issues.

8. Can I ask the guest to take down their review?

It’s generally not advisable to ask guests to remove their reviews. Instead, focus on resolving the issue and providing excellent service to future guests.

9. Should I respond publicly or privately?

Always respond publicly to a bad review on Booking.com. This allows potential guests to see your commitment to addressing concerns and providing excellent customer service.

10. How can I prevent bad reviews in the first place?

Strive to provide the best possible experience for your guests by ensuring excellent customer service, addressing any issues promptly, and maintaining open communication.

11. Can I hire someone to handle responses to reviews?

While it’s possible to hire someone to handle responses, ensure that they are well-versed in your property’s policies, brand image, and can respond professionally on your behalf.

12. Should I include my property’s contact information in the response?

Including your property’s contact information in your response can be helpful in directing guests to further discuss their concerns privately and find personalized solutions.

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IMAGES

  1. How to Write the Best Replies to booking.com Reviews

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  2. Is Booking.com Legit Or A Scam? A Long Time User's Review

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  3. Is Booking.com Legit Or A Scam? A Long Time User's Review

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  4. Is Booking.com Legit in 2023? [A Review of the Popular Travel Site]

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  5. Is Booking.com Legit Or A Scam? A Long Time User's Review

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  6. How Booking.com manipulates you

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COMMENTS

  1. Read Customer Service Reviews of www.booking.com

    Write a review 1.2 total 18% 1-star Filter Sort: Most relevant WA Wayne 5 reviews GB 15 hours ago Booked flights to Thailand in June 23… Booked flights to Thailand in June 23 to have our flights cancelled in November and having to re book additional flights. Were told we were going to receive a refund, 3 months on and still yet to receive £2600.

  2. Compare 4,890 Booking.com Reviews & Experiences (2024)

    1 96% See all 4,889 reviews About Booking.com Booking.com Reviews ConsumerAffairs has collected 4,889 reviews and 3,771 ratings. Sort by: Filter by: How do I know I can trust these...

  3. Best and Worst Hotel Booking Sites for 2024

    Pros: Offers optional option to include taxes and fees; average-to-better rates; nice filters. Cons: Doesn't always lead with lowest price; often returns fewer listings than its corporate sister site, Booking.com even though it claims to check it. HotelsCombined.com. #3: HotelsCombined.com.

  4. How to Remove Bad Reviews from Booking.com (or How to Mitigate their

    English Discover how to delete negative feedback from Booking.com and lessen the negative impact on your business. Learn the best techniques for responding to bad reviews and enhancing your online reputation.

  5. 4,123 Reviews of Booking.com

    Booking.com has a rating of 1.37 stars from 4,122 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Booking.com most frequently mention customer service, credit card, and free cancellation problems. Booking.com ranks 466th among Hotels sites. Service 1722 Value 1571 Shipping 652

  6. Read Customer Service Reviews of www.booking.com

    14 reviews GB 4 hours ago Zero customer service and lyers. Hurricane at my destination, so I asked if I could postpone my stay and filled out the reasons why. Booking.com took me straight to cancel and deducted the full amount for my stay without any consideration.

  7. Guest review removal

    Guest review removal Updated 5 months ago | 3 min read time Are you a guest? Contact our Customer Service team A guest review is the personal opinion of a guest who has experienced the property.

  8. Responding to negative guest reviews

    Traveller Review Awards 2024 Trends & Insights Responding to negative guest reviews 11 Feb 2020 | 3 min read time | A bad review of your property doesn't have to be the end of a good day. Tackle negative reviews speedily, productively and gracefully with this straightforward, six-step process Home Click. Magazine Trends & Insights

  9. How to Remove A Review From Booking.com

    ‍ • If the review is used in a blackmail attempt from the guest's side (valid written proof must be provided). You can also request for a review to be removed if it seems to be going against the set guidelines: • When the review includes abusive language, swearing, discriminatory remarks, threats of violence and political or religious commentary.

  10. Booking.com Review: Is It Safe to Use? (2024)

    January 11, 2024 · Reading Time: 14 minutes 0 0 Booking.com is a popular site where travelers can book accommodations, flights, and car rentals. Find out all the details about the platform in this Booking.com review.

  11. Is Booking.com Legit, Safe, and Reliable?

    Booking.com is a legit site that is safe and reliable at the same time. Users can set reservations and get cheaper rates through the site. Cancellations and refunds are allowed subject to certain conditions. 💡 Make sure to save the official link and compare prices: Booking.com (Includes promotions, deals, and special offers)

  12. Responding to negative guest reviews

    Reviews are among the top 3 decision-making factors for guests on Booking.com, along with location and price. In a survey, guests told us they prioritize reviews from other travelers over reviews from journalists, travel bloggers - even family and friends.. Reviews are so important that not having any reviews for a property can be a problem. "Guests actually prefer lower-rated properties ...

  13. Booking.com Reviews

    1 It starts with a booking The only way to leave a review is to first make a booking. That's how we know our reviews come from real guests who have stayed at the property. 2 Followed by a trip When guests stay at the property, they check out how quiet the room is, how friendly the staff is, and more. 3 And finally, a review

  14. How to tell if a hotel review is useful to you

    Because many people are tempted to leave reviews only when they're angry or super impressed, I prefer to read middle-of-the-road reviews for a more accurate picture of what was both good and bad about the experience before confirming my own hotel choices.

  15. Read Customer Service Reviews of www.booking.com

    Bluemoon 6 reviews GB 11 hours ago To be honest think of Booking.com as… To be honest think of Booking.com as simply a search engine over and above that they aren't really going to help you.

  16. Booking.com

    4147 Eastern Ave SE Ste 100, Grand Rapids, MI 49508-3405. BBB File Opened: 7/26/2016. Years in Business: 15. Business Started: 9/2/2008. Business Incorporated:

  17. Is Booking.com Legit? Pros, Cons, & 2024 User Reviews

    Yes. Booking.com is a commission-based e-commerce platform that earns by charging partners and property hosts. Unlike other travel websites, Booking.com only charges its partner hosts. Depending on the property type, the commission fee that Booking.com charges is 10-20% per successful booking.

  18. Read Customer Service Reviews of flights.booking.com

    1 review GB 5 days ago Terrible Terrible - never book a flight with Booking.com!!! It's not Booking.com, it's a terrible company called GoToGate whose customer service centre is based in India and go out of their way to avoid giving you your money back when a flight is cancelled. Date of experience: February 06, 2024 Useful1 Share Gbenga Adetola

  19. Guest review removal

    Guest review removal Updated 5 months ago | 3 min read Are you a guest? Contact our Customer Service team A guest review is the personal opinion of a guest who has experienced the property. To make the most of reviews, you'll have to understand how the review process works, who can leave a review, and when you can ask for a review to be removed.

  20. Problem with fake reviews on Booking.com : r/askhotels

    This has lead me to having numerous fake reservations on booking that after not showing up leave 1 star rating. When I look at the guest profile it says that they have made upwards of 100 reservations on the same day with the same no show principle. Booking is reluctant on solving this issue, typically they remove 1 out of 10 bad reviews.

  21. Is Booking.com legit? Find out who's really behind your flight bookings

    While on the phone to India, I discovered that Booking.com's flight call centre actually goes through to Mytrip and Gotogate's call centre, as they're now apparently all the same thing. Mytrip and Gotogate are both terrible companies with really bad reviews and I never would have booked with them. Only apparently I just did.

  22. Responding to guest reviews

    Tap on the review you want to respond to. Type your response, then tap Send. Follow these steps to edit or remove an existing response: Log in to the Extranet. Under Guest reviews, click Guest reviews. Under the review you want to respond to, click View your approved response. Click Edit and make your changes.

  23. How do I respond to a bad review on booking com?

    1. Should I respond to every bad review? Yes, it's essential to respond to every bad review. This shows that you care about guest feedback and are committed to addressing any concerns. 2. Can I delete a bad review on Booking.com? No, as a property owner or manager, you cannot delete a review on Booking.com.