Booking レビュー 184

I am a Genius Level 3 member, and I am appalled by the total failure of Booking.com.

They sold me an invalid PDF for the Van Gogh Museum (No QR code, denied entry by museum staff).

The support link was broken and their AI assistant is useless.

I have officially reported this to the Netherlands Authority for Consumers and Markets (ACM).

I am now initiating a Chargeback with my bank.
Booking.com: Refund me immediately or I will continue legal escalation with the evidence held.

I was very happy with Booking until now. When everything works well the prices are good and the selection is good. Unfortunately when something goes wrong they are not able to offer any support at all. I have been using them enough to be a "Genius/VIP" user.

This time I made a reservation for 2 nights, a Monday and Tuesday. Changes were supposed to be easy but the website feature did not work so I messaged on the website. I wanted to change to Tuesday and Wed and rooms are available. Somebody responded quickly that this was changed.

What they did was remove Monday and leave me with one night only, and charged me at a higher rate.

I have been trying to fix this for over a day and we need to plan our travel before Monday (it is Friday before now). The support phone number is an "AI agent" which asks for a confirmation number and disconnects. Messaging on the website goes unanswered. At one point it was terminated due to inactivity (presumably on their part, I was active).

I got an email from "Genius/VIP support" that they would correct this within 24 hours. I have replied to that to no avail and nothing has been done.

In the past I had two problems. Both times I got somebody on the phone who tried to help but really could not do much. In the first case we reserved an apartment and nobody could find the owner or the apartment number when we go there. That was in Newark and the only alternate they offered was a hostel in the Bronx.

The second problem was with Thrifty car rental. The guy at the desk in SLC did not like my documents and refused to honor the reservation and rent to me. I was on the phone to booking for a long time with a woman who wanted to talk to they guy but he refused and she could not do much. It was resolved when a manager happened to show up at the counter.

So use this service at your own risk. When it works it can be good but when it doesn't work you are totally screwed.

I'm willing to update this review if they do resolve my problem.

WARNING: terrible experience with them not even a 1 star Booking.com has been holding my refund of AED 6,143 for 5 months. Despite providing all bank statements, they keep making excuses about currency (AED vs GBP) Booking ID: 5162841320. I have already reported this to Dubai Consumer Rights.

I am writing this to warn others about a total lack of accountability from Booking.com and Gotogate. I have been waiting for a refund of 185,414 HUF (approx. €460) since February 4, 2024.

The facts:

My Wizz Air flights were cancelled due to schedule changes.

Wizz Air confirmed they refunded €291.38 in credits to Booking.com Gotogate on the same day.

Despite over 30 contact attempts, Booking.com Gotogate failed to process this refund and allowed the credits to expire on Feb 4, 2025.

Now, in April 2026, they are telling me to "contact the airline," even though they are the ones who received and lost my money through their own negligence.

I have already sent a formal notice prior to legal action. This is my final attempt to resolve this before escalating to the European Consumer Centre (ECC) and taking legal steps for recovery of the principal amount, interest, and legal costs.

Booking ID: 40-460647042
Reference: FJTUYD & CBWMGL

Stay away from their flight booking service if you value your money.

I had a very disappointing experience with Booking.com regarding a prepaid car rental booking.

My reservation was fully paid in advance. Upon arrival at Bologna Airport, I was informed that my booking had been cancelled by the rental company without any prior notice.

The explanation given at the counter was that my flight had been cancelled. Later, Booking.com changed their explanation and claimed that I arrived after the grace period. This clear contradiction raises serious concerns about how my case has been handled.

What is even more unacceptable is that the rental company was aware of the flight cancellation well in advance, yet no one contacted me, no alternative solution was offered, and no effort was made to accommodate the situation.

Booking.com, as the booking agent, failed to ensure that their partner handled this situation properly or protected me as a customer.

Despite multiple emails and clear evidence, my complaint was rejected, and my latest communication has been completely ignored.

I paid for a service that was never provided, and I have received no refund.

This experience shows a serious lack of accountability, poor customer support, and failure to protect customers.

I strongly advise others to be cautious when booking car rentals through this platform.

Booking.com a annulé notre réservation à l'étranger la veille au soir à 20h30. C'est tout simplement scandaleux. Aucune explication, aucune solution présentée alors que l'hôtel a été réservé depuis plus de 2 mois. Nous nous retrouvons donc la veille, à l'étranger à devoir se débrouiller seules pour trouver un logement de dernière minute à VENISE, une ville extrêmement bondée où les logements sont peu accessibles et très cher. Le pire c'est que nous avons été prévenu la veille par mail, nous aurions pu être dans un avion et ne voir l'annonce qu'une fois arrivée devant le logement. C'est tout bonnement inadmissible. FUYEZ !

SCAM WARNING: After their agent Arjem M.
(Case #6101351448) officially admitted in writing that they hid a €200 fee, Booking.com chose to CANCEL my reservation instead of fixing the price. This is a retaliatory cancellation to hide their own fraud. They treat loyal customers like garbage when caught lying. I have moved to Trip.com. Avoid this platform if you don't want to be stranded and scammed!

Property was terrible, smelly and had no restaurant as promised

Expérience extrêmement frustrante.
Cela fait plus d’un mois que j’essaie de modifier mon vol, sans succès. Le service client est tout simplement inefficace : le chat se ferme systématiquement au bout de quelques minutes, ce qui m’oblige à recommencer encore et encore, sans jamais avancer.

Après des dizaines de tentatives, je n’ai toujours aucune confirmation concernant le changement de mon vol, alors que mon départ est dans 10 jours.

Aucune réactivité, aucun suivi sérieux, et une perte de temps considérable. Pour un service de cette envergure, c’est inacceptable.

Je déconseille fortement si vous avez besoin d’un minimum d’accompagnement ou de flexibilité.

ATTENZIONE. Non hanno rispettato le loro stesse regole. Non mi hanno rimborsato quello promesso e il dovuto. Ho mandato molte mail e chiamato, non rispondono più

I strongly advise everyone to avoid Booking.com’s taxi service. I booked a transfer from Milan Malpensa Airport, only to be left stranded in the middle of the night.

Despite having a confirmed booking, the driver never showed up. Because I spent time searching for the driver, the last local taxis at the airport had already departed, leaving me in a vulnerable and dangerous situation at an empty airport at 2 AM.

Their "customer support" is a disaster:
Zero immediate help: There was no way to get a replacement or help when it mattered.
Robotic & Slow: It took 7 days of me chasing them with multiple emails and screenshots to even get an acknowledgment.
No Accountability: They treat a serious safety failure as a minor inconvenience, offering a simple refund as if they are doing me a favor. A refund for a service not rendered is the bare minimum—it doesn't compensate for being left stranded in a foreign country at night.

Reliability is the only thing that matters in a taxi service, and Booking.com fails completely. Do yourself a favor and just use the local taxi line. It’s safer and you won't have to fight for a week to get your money back when they fail you.

Booked a beautiful villa. However, upon arrival we learned this villa does not exist. This was common knowledge in the resort we visited and locals advised they had informed Booking on this as well. Booking over and over refuses to refund our money, although this was being promised and is the least they can do. Research by journalists showed everybody can set-up their own hotel with Booking in 15 minutes without any check at all. We have spoken to over 40 employees of Booking. They only advise they are still investigating this and fraud does not exist with Booking, because of their share holders. Booking, probably the worst company in the world.

À hôtel took à deposit they didn’t refund without cause.
Booking just ruled in their favor without any explanation or cause. Now I have to ask for cash back and report to consumers protection service

I had booked a place to stay in Edinburgh which I thought had been succcessfully booked and I had paid in full. Unfortunately I have overlooked the fact it was for students only except for the period from June to September. As the booking was said to be non-refundable I did not hold out much hope, and it was my own fault. However the whole experience was fairly straightforward and the refund was processed very quickly. Very pleased with the service.

موقع سيء بالنسبة للمضيف يتاخر في سداد مستحقات صاحب العقار ويتفنن في وضع الشروط المجحفة لكسب المال من الطرفين، الضيف والمضيف، لا أنصح بالتعامل معه.

I had a very concerning experience with Booking.com and feel compelled to warn others.

I booked an apartment in Bergamo, Italy, and discovered there was a surveillance camera inside the property, which was never disclosed in the listing. Even more disturbing, the camera was later repositioned to face directly towards the bedroom door during my stay. This is a serious invasion of privacy and a clear violation of GDPR principles.

I immediately reported the situation to Booking.com, expecting urgent action. Instead, I received a minimal compensation offer and, worse, my follow-up complaint has been completely ignored despite being told I would receive a response within 48 hours.

This is not just about poor customer service — this is about user safety and privacy. Allowing undisclosed surveillance inside accommodation is unacceptable, and failing to properly address such a serious issue is even worse.

I have already contacted the Italian Data Protection Authority and European Consumer Centre and will continue to pursue this through the appropriate legal and consumer protection channels.

I strongly urge Booking.com to take responsibility, properly investigate this case, and ensure that no other guests are put in a similar situation.

Until then, I cannot recommend using this platform with confidence.

I am extremely disappointed with my experience using Booking. The platform presents properties in a way that does not match reality, and there seems to be very little accountability when things go wrong.

What was advertised and what I actually received were completely different. Important details were either misleading or simply not true, and when I raised the issue, Booking did not take responsibility or offer a fair solution. It feels like the platform prioritizes listings over customer experience.

I expected a reliable service where descriptions and reviews reflect the real situation, but instead I ended up dealing with unnecessary stress during my stay. Customer support was slow, unhelpful, and did not resolve the issue in a satisfactory way.

Because of this, I have lost trust in Booking and will think twice before using it again. I would strongly advise others to double-check everything and not rely solely on what is presented on the platform.

Do not believe their 'flex ticket' option. It's a scam. You wait 40 minutes then another 30 for the exchange then their 'credit card' doesn't work. then they ask you to pay more. If you want to speak to a supervisor it's 72h wait.. do I need to say more?

I am writing this to warn everyone. Booking.com has completely failed in its duty of care.
1. First Incident (Booking ID: 6794433961): The host simply did not show up. I was left alone in the dark, in the cold, in a foreign country for 40 minutes with no response. Booking.com ignored my emergency, provided no immediate help, and refused to refund my money or penalize the fraudulent host.
2. Second Incident: I was forced to book alternative accommodation at double the price. To my horror, it was even worse: the room was covered in toxic black mold, the window frames were rotting, and the mattresses were filthy with biological stains.
3. Customer Service Fail: Despite multiple calls and chats, Booking.com has done nothing to resolve this health and safety crisis. They are protecting scammers while their customers are left in dangerous conditions.
I demand a full refund for both bookings and the illegal 100 EUR deposit taken by the second host. This is not just a bad service; it is a threat to human health and safety.
Booking ID: 6794433961

Booking.com failed me completely. My host canceled just 5 days before my trip, and Booking's 'solution' was to offer me a replacement 150 km away! This is not support; it's a joke. They don't care about their customers' safety or travel plans. They protect unreliable hosts while leaving travelers stranded. Absolute disgrace