Review Time
I am extremely disappointed with how this case was handled.
Prior to my check-in date (14 February 2026), the property was completely unreachable. The listed contact number was invalid and belonged to an unrelated individual who confirmed they had no connection to the property. Evidence was provided.
Despite raising this serious concern, Booking.com refused to properly investigate and repeatedly relied on the “non-refundable” policy without addressing the invalid contact details and safety concerns.
This is not simply a cancellation issue. It is a matter of listing reliability and customer protection. When a property is unreachable and contact details are incorrect, guests are placed at risk.
Instead of escalating the matter to a compliance or fraud team, the case was closed and further communication was stopped.
I strongly urge Booking.com to improve its verification process and take guest safety and listing accuracy more seriously.
Very difficult to get support during a travel disruption
We were traveling as a larger group and had booked flights, hotels, and rental cars through Booking.com. I am also a Genius Level 3 customer, which means I frequently use the platform and have been a loyal customer for years.
When our flight was suddenly cancelled, the situation became extremely stressful for all of us.
It was very difficult to modify our bookings or find suitable alternatives. Communication through the chat was frustrating, and the chat history was not saved, which meant we had to repeat the same information multiple times. For a large group needing urgent assistance with accommodation and transportation, this lack of continuity made the situation even more stressful.
In such circumstances, we expected a global company like Booking.com to provide clearer guidance, faster solutions, and more structured support. Unfortunately, we did not feel adequately supported when we needed help the most.
In December 2025, I made a booking for Hotel Mini in Busan, Korea for February 11-14, 2026. I was travelling with my adult son and had booked 6 hotels on this trip all were one room with twin beds. When I arrived the room available had only a double bed. This situation was not acceptable. The staff agreed that I should cancel, but said I could only do so through booking.com. I booked the new hotel through booking.com and got a twin room as booked. I contacted booking.com through their App but got no solution. They indicated they would respond in 48 hours - that didn't happen. I then communicated through their customer service and other than acknowledging my email they did nothing. Eventually I got a response from a person looking for my booking details, ironically they were all in the attached email, but I sent them again. They have not since responded. This is a clear case where the booking was not properly fulfilled. I booked two months in advance. As said, I booked the new hotel for the same time period with booking.com so they wouldn't have been at a loss for their commission. The new booking cost me more money and I wasted precious time on my trip trying to sort this situation out. I gave this company plenty of opportunities to resolve this situation privately. They don't care about customers. I made a number of bookings through this company and am shocked how shabbily they treat customers.
I found the exact same room on the hotel’s own website for $36 less than the rate on Booking.com. I understand that Booking.com needs to make a profit - that’s reasonable. However, if you advertise a Price Match Guarantee, it should actually work in situations like this.
The room type, dates, and inclusions were the same, yet the claim process is so technical that even small wording differences can disqualify it. On top of that, customer service is difficult to engage with, there’s no reply option in the messaging system anymore, and their email is a “no-reply” address.
If Booking.com can’t consistently match identical lower rates from a hotel’s own website, they should consider a clear price beat policy instead (for example, matching and offering a small additional discount). That would build trust rather than making customers feel like the guarantee is just marketing.
At the moment, the system feels restrictive and unnecessarily hard to navigate.
This website deserves 0 stars. I used this site to book a vacation rental for a trip to Orlando. The day of the trip, I received no information from the property owner. I called and the owner was surprised, because apparently they removed their property from being listed on booking.com. The owner attempted to refund the money but was unable. That left me to navigate the disisasterous booking.com website for a refund. When a human finally came on the line, they were absolutely useless. Needless to say they refused to refund me and deleted my booking number from the system, so there was no record of them stealing over 500 dollars from me. This is a crooked and corrupt organization. Do not book through them. Use other trusted sites. I wish I had better investigated them before booking through them. Horrendous company!
I would give zero stars if I could. I strongly do not recommend booking through this platform. The prices were significantly higher than expected, and several hidden fees appeared only after the reservation was completed. Customer service was unhelpful and made the entire situation even more frustrating. Overall, it was a terrible experience and I will not be using them again.
I booked a room today. After clicking G-pay, and waiting for a while, the app returned me to the payment page again, claiming my payment didn't go through. So I pressed G-pay again. This time I was shown a page: your booking is successful. However, I soon realised the app charged me twice for the same booking. Since the pricing plan was non-refundable, I called Booking.com (finding out the number was a long story in itself). Surprise surprise, they couldn't solve it and needed approval of the hotel. I called the hotel, the hotel says I didn't book with them hence I needed to contact Booking.com. So on and so forth. Hours later, I'm getting nowhere still.
Update on 28 Feb: after multiple fails on 27 Feb trying to resolve the situation, I called again on 28 Feb. Anjo answered me. When I explained the situation to him, he was sympathetic and empathetic, instead of kicking me backward and forward between the hotel and Booking.com, he made the effort to call the hotel himself, and the matter was resolved on the spot. I would give Anjo a 5-star, but on the whole, my 1-star stands for Booking.com, although I understand that hiring the right people is a tough business.
The Genius Reward program is a scam. I have 2 accounts, one at genius level 1, the other at genius level 2. I’m trying to book a weekend in Milan. Every hotel I’ve looked at has a much higher price on my level 2 account, than on level one. This is with the same guest/date/room options. Surely that can’t be right? The price difference is sometimes up to £50 more expensive. That is outrageous. The worst part is that I have made several bookings using this website/app in the last couple of years. Now I know I was scammed into thinking I was getting a discount for my loyalty. Willing to give the benefit of the doubt, thinking this could probably be easily fixed, I emailed booking.com. They sent an email with a number to call. I spent 10 minutes in an AI loop. Definitely no answers there! such a shame - this business started out so well. I’m going to save myself the hassle and book directly with the hotels from now on. I’d suggest you all do the same.
We had a very disappointing experience with Booking.com and want to warn others.
My parents arrived at a property in France booked through Booking.com only to find broken fixtures (including a broken toilet seat), missing toiletries, and an overall unacceptable condition.
They contacted the property manager immediately. The manager acknowledged the problems and explicitly told them they could cancel, receive a refund, and book another place. They were also told to contact Booking.com to process the refund.
My parents followed those instructions and even provided written message proof of the host approving the refund.
However, Booking.com has now refused the refund claiming they “cannot reach the property manager.” This is despite the fact that the manager already confirmed the refund and directed them to Booking.com.
It’s extremely concerning that guests can follow the instructions from both the host and Booking.com and still be denied a refund.
Until this is resolved, travelers should be aware that Booking.com may not honor refunds even when the property itself agrees to them.
Cancellation policy we received indicated we we to be only responsible for 2 of the 5 night stay if cancelled by noon on 2/4/26 We cancelled on 2/3/26, but have not received a refund on the 3 nights as of today 2/27. I have made repeated requests, but no results. Very disappointed
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