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We Collect & Analyse Reviews

Booking.com
Experiences & Reviews

Booking.com is a global online travel marketplace that lists hotels, apartments and other accommodation, and offers booking and reservation tools via web and mobile. The platform aggregates property listings and prices from partners so consumers can search, compare and manage reservations across destinations. Many travellers use it to book short‑term stays, flights and ancillary services through a single interface.

Overview & Key Metrics

Reviews Analysed 21
Positive Sentiment 14%
Latest Review 19d
Overall Rating
1.6

Our Analysis

🎯

Service quality

Many reviewers report unresolved issues and unhelpful or unavailable support when bookings, cancellations or refunds are needed.

Share
22%
Weak
💰

Value for money

Frequent complaints describe extra charges, withheld refunds or being forced to pay significant sums for alternatives.

Share
15%
Weak
⚡

User experience

Users cite account lockouts, confusing automated assistants and booking modifications that fail to process or revert.

Share
10%
Weak
🔧

Product quality

Several guests report listings that are misrepresented, unsanitary or cancelled on arrival, sometimes forcing emergency rebooking.

Share
6%
Weak
📞

Communication

Numerous reports describe no follow‑up, long waits and promises to call back or resolve issues that do not materialise.

Share
20%
Weak
⭐

Overall experience

Most reviews in this set recount negative end‑to‑end experiences; a small number note straightforward, affordable bookings.

Share
27%
Weak

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

How we analyse customer reviews without bias

Data Collection

We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

100% Independent

Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Filter by Source

Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025

J
Jamie Carmichael
trustpilot.com Sep 30, 2025

Absolutely terrible customer service

Absolutely terrible customer service. I needed to change a prepaid reservation. I called before the 48 hour window, had to go through their terrible A...

M
MSmit
trustpilot.com Sep 30, 2025

Radio silence when there’s a concern.

Quick to take my booking but absolutely no support when I ran...

S
SK
trustpilot.com Sep 30, 2025

Never ever purchase a flight through them

Absolutely horrible service. Never book a flight through Booking.com. They ended up charg...

V
Virgo Hawkins
trustpilot.com Sep 30, 2025

I actually love booking.com

I actually love booking.com I d...

D
Daniel Seeger
trustpilot.com Sep 30, 2025

Booking.com Worse experience ever. Beware

Booking.com bad, bad, bad. There are so many reputable companies who will advocate for their clients, read ratings and stay away from Booking.com....

A
Agnieszka Jankowska
trustpilot.com Sep 30, 2025

Cancelled without warning

I arrived at the Oxfordshire Golf & Spa to find my confirmed booking had been cancelled without any notice. Your app still showed it as confirmed. I h...

L
Luke
trustpilot.com Sep 30, 2025

Terrible customer service – refund ignored

I had a confirmed booking that the property cancelled at the last minute due to double-booking. Booking.com’s policy clearly states they cover the dif...

A
Antonio Moretti
trustpilot.com Sep 30, 2025

No reimbursement yet....

Booking.com was hacked and so I received both an email and message within the App to re-enter the credit card numbers. Result is that I was stolen 300...

J
Jane van Velsen
trustpilot.com Sep 30, 2025

We booked on Booking.com

We booked on Booking.com. Booked hotels and a car in Italy. We paid £200 for a few days upfront. At the car rental company in Italy wouldn’t let us us...

W
Wayne Hanna
trustpilot.com Sep 30, 2025

Dreadful experience, borderline dangerous

Booked an apartment in Vauxhall for Coldplay show early December. Travelled across from Ireland. Host cancelled on us as we arrived to check in citing...

P
Peter G.
trustpilot.com Sep 30, 2025

Locked Out of Genius Account for 7+ Months – Zero Support

I have been a loyal Booking.com Genius customer for years, but my account has been effectively unusable since early 2025 due to an unresolved security...

L
Liesbeth
trustpilot.com Sep 30, 2025

Scammed by booking

By now, we've already called Booking seven(!!!) times. It's clear the people working there either have no idea what they're doing — or perhaps they kn...

s
stephen thompson
trustpilot.com Sep 30, 2025

One star is to high of a rating

One star is to high of a rating . Getting a recipe is impossible . I WILL NEVER USE THE...

P
Pamela Richards
trustpilot.com Sep 30, 2025

Recently booked a city getaway with my…

Recently booked a city getaway with my husband using this site. The room rate was really affordable in compa...

D
Desi Brett
trustpilot.com Sep 30, 2025

I wouldn’t even put one star if I…

I wouldn’t even put one star if I didn’t have to. I talked to hotels in Nanaimo, Vancouver Island. Apparently these guys put pictures of the nicest ro...

E
Ejgil Lihn
trustpilot.com Sep 30, 2025

Impossible to contact and no service

Terrible apartment we rented, but we are not able to contact Booking.com. Finally found a phone number from another contact and talked...

c
customer
trustpilot.com Sep 30, 2025

Biggest scammers and thieves of all…

Biggest scammers and thieves of...

T
Thea Stevenson
trustpilot.com Sep 30, 2025

They advertise scam apartments on their website

Booked an apartment through booking.com that turned out to be a scam. Contacted booking.com agent who suggested I transferred the £300 to the...

A
Ale Rubanu
trustpilot.com Sep 30, 2025

Deeply concerned about Booking.com security failures & customer service neglicence.

I narrowly escaped a scam attempt involving my Booking.com reservation, and I am compelled to speak out. The experience was not only distressing but r...

C
Chloe Thompson
trustpilot.com Sep 30, 2025

Please avoid using booking at all costs

Please please please avoid using this company, they have useless customer service and do not give you your money back. We paid extra for the flexible...

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Conclusion

In this review sample most consumers report problems with customer support responsiveness, communication and refunds. Concrete examples include last‑minute cancellations that left guests paying for emergency accommodation (reported £350), alleged overcharging for flights (more than double the airline price) and unresolved financial losses such as €300 stolen or $500 retained. A small number of reviewers describe straightforward, affordable bookings and an easy process. If you plan to use Booking.com, keep booking confirmations and receipts, compare prices with providers, and consider booking directly for flights or high‑risk reservations where refunds or direct support matter.