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Booking.com: Hotels & Travel
Booking.com Hotels & Vacation Rentals · 6,092,151 ratings · ★ 4.8
4.8
★★★★★
6,092,151 ratings
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Top complaints - extracted from 22 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
"service"
10 negative reviews mention this · 45% of all complaints
★★★★★ "I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded fo…" - Walt Bukowski
2
"customer"
7 negative reviews mention this · 32% of all complaints
★★★★★ "I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded fo…" - Walt Bukowski
3
"customer service"
7 negative reviews mention this · 32% of all complaints
★★★★★ "I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded fo…" - Walt Bukowski
4
"been"
4 negative reviews mention this · 18% of all complaints
★★★★★ "I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded fo…" - Walt Bukowski
5
"disgusting"
4 negative reviews mention this · 18% of all complaints
★★★★★ "I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded fo…" - Walt Bukowski
6
"company"
4 negative reviews mention this · 18% of all complaints
★★★★★ "I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded fo…" - Walt Bukowski
7
"money"
3 negative reviews mention this · 14% of all complaints
★★★★★ "DO NOT USE ! They take your money & dont have a email or youll wait 7 hours(literally) and get hung up on" - Jenn Rodriguez
8
"everything"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Ive been trying to use this in 7 different cities all month and have not been able to book a single reservation. sometimes my card doesn't work (works on Hostelworld!), sometimes it says my internet went out while trying to reserve a room (…" - Lucas Napier
9
"absolutely"
3 negative reviews mention this · 14% of all complaints
★★★★★ "The host didn't provide any information about check-in, customer service ignored me, and I got hung up on the phone. As a result, I wasted a whole day, and I'm not sure if I'll end up sleeping on the street. Disgusting customer service, abs…" - David
📋 All 22 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").
DO NOT USE ! They take your money & dont have a email or youll wait 7 hours(literally) and get hung up on
I wish someone could explain to me how you can take our money, when we didn't even stay at the property for longer than an hour. we received the run around from customer service agents that could care less. We still haven't been refunded for a cancellation at a roach infested disgusting property. No stars. -Will not be using this crooked company again. 👎
took my payment and then cancelled my booking
terrible company. the day of travelling to gran canaria they cancelled our booking and the stress was through the roof . no help was forthcoming, cost me an extra 300 pounds more to find a place on the day and customer service run and hide behind no reply emails. one star isn't low enough
said genius 10% discount and at the end the price was absolutley the same as incognito serch from computer without login a lot of BS and fake advertisment
Horrible company
scam service
Ive been trying to use this in 7 different cities all month and have not been able to book a single reservation. sometimes my card doesn't work (works on Hostelworld!), sometimes it says my internet went out while trying to reserve a room (internet works on everything else!) Really a huge disappointment.
The host didn't provide any information about check-in, customer service ignored me, and I got hung up on the phone. As a result, I wasted a whole day, and I'm not sure if I'll end up sleeping on the street. Disgusting customer service, absolutely.
Choose everything else! I have been in the highest level almost 10 years with the highest level of customer service. In all that time, not a single issue have been solved, absolutely impossible to cancel or get refund, no matter how ridiculous the case is. If they don't have any arguments, they just stop replying. You can't add pictures or proofs to complaints or issues and it's extremely difficult to contact by purpose and it's no way to take screenshot of confirmations. I am done with this!
disgusting how ads they have in all the apps out
Absolutely horrible experience.No customer service for their customers.I don't understand what the platform is.For is it to protect the customers to give us bonuses?Or I don't understand won't be using it again
very complicated. the prices are touching the sky and no service apartments.
doesn't let you take screenshots, seems dumb
no map the satellite works but it's not a map so went to book on another site so I know the location
cant get to plam court skeggnes lost £240.00 i think its disgusting that you cant get your money back i dont get much as it is ive got a disable son
Scam company. Customer service never reply.
very poor costumer service when things don't go as planned. How do I reach costumer service department?
cant screen shot reservation on this App.
The genius discounts are not as stated, i found better prices without logging in my acc. Very sad to see fake advertizement
can't get hold of customer service, app is only using AI to communicate. not responsive and accomodations unsuitable.
Hello, I completed my property registration, but for the past 2 days my account has been stuck on "You're almost there." I have checked everything and cannot see anything missing or any action required. Could you please let me know what is preventing my property from being activated? I would appreciate your assistance in resolving this issue as soon as possible. Thank you.
Sentiment summary
96%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)