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Booking.com: Hotels & Travel
Booking.com Hotels & Vacation Rentals · 5,906,015 ratings · ★ 4.8
4.8
★★★★★
5,906,015 ratings
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Top complaints - extracted from 31 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"customer"
9 negative reviews mention this · 29% of all complaints
★★★★★ "This company has no customer service worth talking about. even if you manage to navigate their AI rubbish and actually speak to a human, their so called customer service will write to you from a 'no reply' email address. So, the company who…" - May Deypalubos
2
"support"
8 negative reviews mention this · 26% of all complaints
★★★★★ "The support is very attentive and helpful. Thanks!" - Lukas M.
3
"service"
8 negative reviews mention this · 26% of all complaints
★★★★★ "This company has no customer service worth talking about. even if you manage to navigate their AI rubbish and actually speak to a human, their so called customer service will write to you from a 'no reply' email address. So, the company who…" - May Deypalubos
4
"customer service"
7 negative reviews mention this · 23% of all complaints
★★★★★ "This company has no customer service worth talking about. even if you manage to navigate their AI rubbish and actually speak to a human, their so called customer service will write to you from a 'no reply' email address. So, the company who…" - May Deypalubos
5
"refund"
7 negative reviews mention this · 23% of all complaints
★★★★★ "worst there is no refundabls" - Anbil Kavi
6
"booking"
6 negative reviews mention this · 19% of all complaints
★★★★★ "I booked a room for my family and my dog at a home that stated no pet charge. After 1 month of booking i was contacted by the owner to state there was a pet fee. when i contacted booking they did not honor the advertisement of no charge but…" - Jessica Dean
7
"hotel"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Successfully used for many years, but today it is absolutely impossible to book a hotel. Tried several cards and hotels, the result is the same: "Sorry, we were not able to take your payment." No any clarification. And I have not managed to…" - Ivan Mikhalev
8
"been"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Thieves and liars. I have had the worst experience. I can't get in touch with anyone, the chat is only a robot, when I call it's only a robot and won't let me speak to a human. The rental I have has been atrocious and I have needed support …" - Maggie
📋 All 31 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
The support is very attentive and helpful. Thanks!
This company has no customer service worth talking about. even if you manage to navigate their AI rubbish and actually speak to a human, their so called customer service will write to you from a 'no reply' email address. So, the company who says "Whenever you need us, we're always here."- in reality it is directly the opposite. So please, do not reply telling me to contact your lack of customer service, I am no longer interested in dealing with your company.
Still struggling with not being able to read any messages in the app. Contacted your support but got no reply so far. Months have passed! Again, fix this!!
to much expensive
Bloody incompetent support ... like in Freddy Krueger's movie. Do your own research before any financial interaction with the site, because if conflict of some sort happens - normal reasoning skills is not something you can relly on! 4.8 score does not represent their ability to handle disputes at all. Look at other place to compare ppls opinion on the matter.
I booked a room for my family and my dog at a home that stated no pet charge. After 1 month of booking i was contacted by the owner to state there was a pet fee. when i contacted booking they did not honor the advertisement of no charge but instead tried to charge me also!!! VRBO had a better home, closer to the beach, and honored a no pet charge! VRBO IS BETTER!! BOOOOOO TO Booking!
worst there is no refundabls
I got hacked just looking at trips. they took all my info and put it on the dark web.
Successfully used for many years, but today it is absolutely impossible to book a hotel. Tried several cards and hotels, the result is the same: "Sorry, we were not able to take your payment." No any clarification. And I have not managed to find a way to contact a support.
I see price and when I pay take another price
ghatiya app
I have a refund request that was submitted since 12th of April and i was promised that i will get my money within 7 to 15 business days but until now i did not get anything and i am truly financially hurt because of this situation and no one from your customer service is willing to help they only keep on saying the same thing and hurrying up to close the ticket, until today nothing happened, I'm begging you for a solution. please this is my complaint ticket #3577063
don't book with bookings they cancelled my flights and didn't give me a refund 3 months and still chasing for refund they are making excuses
many scammers owner and booking won't help you. customer service. very poor. not good English speakers. they don't understand situation. please be aware a lot of scammers
Almost a week after the booking, Booking raised the price by 50% and said "sorry, that's how it turned out."
Kann mich weder anmelden, noch eine neues Konto erstellen
this ad is terrible. it does not give you the reward promised . it supposed to reward you with a 1hour boost but it does not....... ...................
Thieves and liars. I have had the worst experience. I can't get in touch with anyone, the chat is only a robot, when I call it's only a robot and won't let me speak to a human. The rental I have has been atrocious and I have needed support throughout my entire stay but can't get in touch with anyone. There's no way to email them. Update: they notified me 3 weeks ago of a refund then never gave me a dime. I've yet to speak to a human on the phone. Do NOT use this company.
don't need this stuff
للأسف أصبح من اسوأ التطبيقات، يتضمن الكثير من الأماكن الوهمية، عن تجربة لأكثر من ٣ مرات خلال ٦ اشهر، واسوأ خدمة عملاء.
terrible customer support, only useless AI that only works if you have a booking number. but if their system has a problem with your payments you don't have a booking number so no help. All payments working on Airbnb app ! Must provide proper customer service use real people.
I had high hopes for this app and it's my fault for not reading these Google Reviews. My booking was deceptive and not as nice as advertised. Moldy food in pantry, stained couch cushions, and scratch old towels. Had trouble leaving a review and Customer Service is terrible. Some things Ai can't handle and a person needs to get on the phone and straighten out. When I called Customer Service TWICE! I was hung up on after I got through to someone! I deleted the app. A scam in my opinion.
they try their best to have no customer service
Really bad customer experience, I have contacted their customer support chat to cancel a ticket and request a refund, the representative provided a phone number, I called the phone number and had to pay a penalty to get a refund, I did pay and never got the refund, I think I got scammed. you are better of using another provider, beware...
I booked a hotel room in Kedarnath, Uttarakhand through this app and paid 50% advance payment. Unfortunately, this turned out to be a completely fake hotel listing. The contact number provided is also fake and currently out of service. Before payment, the person was responding on WhatsApp, but after receiving the money, there has been no response at all.
As a Genius level 3 customer I am extremely disappointed by the supposed customer service . We were entitled to 3 full refunds already, yet denied. We even had to report the aggressive behavior of a host to the police - yet we received a miserable $10 voucher from Booking and they didn't sanction the property. Another one was a complete scam and they are still allowed to advertise, plus we didn't get the refund despite never staying there after we saw the conditions.
Do not waste your time with this App• They wouldn't let me get my refund from a hotel that had bed bugs••• Then the nicer hotel we have been living at they won't let me post a picture eating amazing breakfast• 3rd party scam artists at their finest•° G0o through the hotels directly if you want a awesome discount• Holy Blessings Ase•°
worst app to book hotel
very bad experience with airline ticket refund process. still waiting for a long time to get the money back. it has been already about 2 months
They update it every month or two. But nothing changes. it's great when it works, but it's chock full of bugs that NEVER get fixed. For instance: rooms are *either* sold out or available. They can't be BOTH depending on how you interact with the listing !
Very useful when things go well. Useless and frustrating customer support when anything goes wrong!
Sentiment summary
96%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)