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
Cancellation for safety reasons was denied and refund refused.
“my request was denied and I was told I would not receive a refund.”
Booking.com charged despite hotel cancellation and delayed refund processing.
“we are still waiting for the refund.”
Prepaid flight changes were impossible and the booking became unavailable.
“Only to hear on day 6 flight is not available!”
Unacceptable long hold times to reach an advisor prevented issue resolution.
“asked me to hold for 20 minutes to get someone on the phone.”
Flight cancelled and Booking.com failed to provide compensation or proper support.
“They are sending chatbot sorry letters.”
Everything went smoothly across accommodation, transfers and car hires.
“Everything went like clockwork”
Clean, well-located apartment with responsive host and pleasant stay.
“The apartment is very clean and has everything to make a stay pleasant.”
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.”
Customer service failed to change a prepaid reservation before the deadline.
“Absolutely terrible customer service.”
No support after booking when accommodation was unsanitary.
“absolutely no support when I ran into an issue”
They charged more than double the airline price and failed service.
“They ended up charging more than 2x the price of the airline”
Reviewer says they love Booking.com despite negative reviews.
“I actually love booking.com”
Reviewer says they will never use Booking.com after a bad experience.
“I have a credit with them that I will never use”
Confirmed booking was cancelled without notice, forcing emergency accommodation.
“confirmed booking had been cancelled without any notice.”
Property cancelled their booking and Booking.com failed to process promised refund.
“they stopped responding and never processed my refund.”
After a hack the reviewer lost €300 and hasn't been reimbursed.
“I was stolen 300 euros and had to cancel several cards.”
Car hire refused Google Pay causing unexpected insurance charges or cancellation.
“choice was to pay over 300 euros for insurance or pay to cancel the booking.”
Multiple host cancellations caused delays, missed show and insect bites.
“host cancelled on us as we arrived to check in”
Genius account inaccessible for over seven months with no meaningful support.
“I have not been able to make a single booking for over seven months.”
Received a dirty apartment mismatching listing and Booking.com refused effective help.
“we received a completely different apartment than the one shown on Booking's website.”
Reviewer cannot obtain a receipt and will never use the service again.
“Getting a recipe is impossible .”
Affordable rates and easy booking resulted in a lovely trip.
“The booking process was easy and straightforward.”
Booked room wasn't available; hotel was run down and they were charged anyway.
“they still charged me $165 for a service I never got.”
Rented apartment was poor and Booking.com did not respond as promised.
“we are not able to contact Booking.com.”
Reviewer calls Booking.com scammers and urges others to avoid them.
“Biggest scammers and thieves of all time.”
Booked a scam apartment and was advised to transfer £300 to a caller.
“suggested I transferred the £300 to the man on the phone”
Scammers impersonated hosts and Booking.com's customer support failed to help.
“impersonating accommodation providers and pressuring users to make payments”
Flexible ticket refund denied and Booking.com kept $500.
“they still kept $500.00 worth of “non refundable fees””
Booking.com rebooked comparable lodging and reimbursed the price difference seamlessly.
“Booking.com promised to find me comparable lodging in the same general location for my original booking price.”
Welcoming, clean apartment felt like a hotel and matched expectations.
“extremely welcoming, clean and well stocked”
When I had very recently set up my company, I was very excited to start booking hotels on behalf of our clients. By a twist of fate, I found out through a friend that our competitors were a part of the Booking.com family. So, we decided not to go with them and then got stuck with the ad below! After multiple emails explaining my case and reasoning, and after more than half a year, the ad still stays on their website. I don’t like how you do your things and wouldn’t recommend anyone to transact with you. Do justice to every business.
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.