Reviews point to frequent service and communication breakdowns, alongside a smaller pocket of smooth bookings. Many customers describe reservations being cancelled or double-booked, refunds being denied or delayed, and support requests going unanswered. Several reviewers report misleading or unsafe properties and fraud. A smaller number mention routine, hassle-free bookings and refunds successfully handled with help from an agent.
Examples from available reviews (Dec 2021 – Mar 2026).
Double booking left travellers stranded and Booking.com refused reimbursement.
“Left stranded in the middle of the night in sub zero temperatures”
No response to emails and no customer service contact.
“No customer service at all.”
Multiple properties had bed bugs, scams, theft, and poor facilities.
“had bed bugs in the 100s.”
Customer service agent Derek obtained a full refund and was very helpful.
“He was the most helpful, patient, nicest man I ever had the pleasure of talking to.”
Service issues come up repeatedly. Reviewers describe cancelled or double-booked reservations, refunds being refused, and relocation or charge disputes left unresolved. A smaller share report staff or agents stepping in effectively to fix bookings or rebook stays.
Some reviewers cite higher prices than competitors, double charges, and unexpected website or breakfast fees. Several say they had to pay out of pocket when bookings failed or were cancelled. A smaller group describes bookings as affordable and straightforward.
Usability problems show up in a smaller set of reviews. Examples include unclear non‑refundable terms, rejected payment methods, and missing confirmations. Others say the app or website works well and the booking process feels easy.
Property quality concerns appear often. Reviewers mention bed bugs, properties that were closed or run-down, poor cleanliness, and listings that don’t match the photos. Several others report clean, well-located apartments and satisfactory stays.
Many reviews highlight weak communication. People mention ignored emails, chatbot-only replies, long hold times, and no way to reach a live agent. A smaller number call out helpful, patient staff who solved the problem.
Reviews split sharply between many low-scoring complaints and fewer positive experiences. Negative accounts focus on service and communication failures that disrupted travel plans. Positive comments describe seamless trips and refunds that were successfully resolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · consumeraffairs.com (10) · Reviews (1) · Quotes shortened · As of: March 2026
Longtime user had no problems and received a refund after cancellation.
“I never have problems with them”
Double booking left travellers stranded and Booking.com refused reimbursement.
“Left stranded in the middle of the night in sub zero temperatures”
No response to emails and no customer service contact.
“No customer service at all.”
Host offered a refund in writing but Booking.com denied and dismissed evidence.
“offered 'a refund or postponement.”
Campsite was closed despite listing; Booking.com refunded but offered no compensation.
“they told us they open till April and they don’t even do ‘one nights stays’.”
Host experienced repeated double bookings and unresolved relocation charges from Booking.com.
“host support is nothing short of appalling!”
Multiple properties had bed bugs, scams, theft, and poor facilities.
“had bed bugs in the 100s.”
Flight cancelled and refund unresolved due to poor customer service.
“No real cistomer service just online chat, no one to actually email.”
Booking.com failed to update a passenger's name, risking missed flight.
“My flight is tomorrow and I am still stuck with wrong last name on tickets”
Reviewer has used Booking.com for years and finds it reliable.
“Ive used Booking.com for years now, and find it reliable”
Reviewer alleges Booking.com failed to protect personal information facilitating theft.
“They do not know how to protect your personal information and let bad people steal it”
Booking.com double-booked accommodation and provided poor support after cancellations.
“our booking was now cancelled.”
Messages about a poor stay were ignored by Booking.com.
“Non existing customer service .”
Property was far worse than photos and reviews suggested on Booking.com.
“The photos and reviews there are nothing like the dump this place is.”
Reviewer found Booking.com's hotel rate higher than other providers this month.
“this month I found their rate was higher than other providers.”
Apartment cleaning was below expectations and Booking.com took no action.
“it wasn't as expected”
Property attempted to charge full £4,500 despite advertised free cancellation.
“attempted to charge the full £4,500 months in advance”
Repeated complaints and lack of advancement to Genius level three despite bookings.
“Their AI telephone help does not forward to an agent”
After booking, criminals contacted reviewer and Booking.com gave no explanation.
“I received WhatsApp messages from criminals asking me to confirm the reservation.”
Reviewer says scammers obtained their Booking.com details and stole £140 via WhatsApp.
“Scammers got all my details from Booking.com including address and phone number”
Host cancelled Christmas booking leaving family scrambling and poorly supported by Booking.com.
“My original accommodation for 26–29 December was cancelled by the host at short notice”
Booking.com staff gave incorrect guidance and were rude about flight rebooking issues.
“I was told I have to sort it out with British Airways.”
Elevator broke for a week and Booking.com did nothing about compensation.
“we approached Booking who did absolutely nothing in our request for compensation”
Prepaid ten nights but stayed one; refund of $1,300 delayed by Booking.com.
“We are due a $1300 refund from the motel through booking. com.”
Booking.com cancelled confirmed bookings repeatedly and offered inadequate compensation.
“They cancelled our confirmed booking 3 times.”
Hidden website fees and unclear non‑refundable terms led to a refused refund.
“you are never informed of the website fee amount ( 54,18$ for a total amount of 169,17$)”
Bookings missing despite confirmation and Booking.com fails to process refunds or respond.
“arriving at a property and booking hasn't been made even though a confirmation was sent”
Repeated car rental and hotel issues forced reviewer to switch to Expedia.
“they again asked us to pay extra.”
Double booking led to cancellation fee and unexpected out-of-pocket charge.
“I had to pay out-of-pocket for a room.”
Request to waive fees failed and staff were rude after mistaken booking.
“she literally told me there is nothing she can do I have to call the property.”
Confirmed hotel reservation was cancelled without explanation causing costly rebooking.
“our reservation was cancelled without explanation.”
Airline changed flight; Booking.com refused to waive fees and caused delays.
“Booking.com refused to waive the $15.00 flight change fee.”
Booking.com failed to respond and provided poor customer service after problems.
“I never received a single response.”
Only automated bots handle issues, leaving customers stuck without support.
“There is no way to call and speak to an actual person — only AI bots.”
Repeatedly ignored complaints and failed to address disability accessibility issues.
“Booking.com repeatedly ignored my complaints in chat”
Booking.com agreed to refund but then ignored further email communications.
“they just ignored my email and not responding to my emails at all.”
Booking.com charged double and refused to refund an overpayment.
“Charged me double price for a room at embassy suit.”
Booked hotel was unsafe and Booking.com would not refund the stay.
“we did not feel safe”
Booking.com provided misleading flight information and poor customer support.
“Deceptive advertising, disorganized customer service, and an overall horrendous experience.”
Booking.com bookings resulted in breakfasts being charged instead of free.
“the free meals also charged.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Booking.com is an online travel marketplace for hotels, apartments, hostels, and other accommodation worldwide. It offers a website and mobile apps to search, book, and manage reservations. Listings include property descriptions, photos, availability, guest reviews, and booking confirmations. Payments can be made with major credit cards, PayPal, and local methods, while each property sets its own cancellation and refund terms. Booking.com runs in multiple languages and works with independent hosts and hotel chains.