Review Insights · App Store
Booking.com: Hotels & Travel
Booking.com · 2,022,983 ratings · ★ 4.8
4.8
★★★★★
2,022,983 ratings
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Top complaints - extracted from 21 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
"booking"
11 negative reviews mention this · 52% of all complaints
★★★★★ "Scammers. Called their customer support 2 Indians dudes answered Tried to make me pay an additional 200$ to get my 900$ refund back do not use booking.com you will regret it I booked a place to stay also and it was run down nearly abandoned missing t…" - eviwnbana
2
"hotel"
8 negative reviews mention this · 38% of all complaints
★★★★★ "Very frustrating app. Very frustrating app. Every time I tap a photo while browsing a hotel’s gallery, it jumps back to the first image instead of opening the one I selected. This has been happening for years and still hasn’t been fixed. Please fix this." - Memyself7
3
"customer"
7 negative reviews mention this · 33% of all complaints
★★★★★ "Terrible Customer Service. I’m deleting my account in frustration. Terrible service. Call multiple times and call mysteriously dropped and no call backs." - NickJJP
4
"service"
7 negative reviews mention this · 33% of all complaints
★★★★★ "Terrible Customer Service. I’m deleting my account in frustration. Terrible service. Call multiple times and call mysteriously dropped and no call backs." - NickJJP
5
"customer service"
6 negative reviews mention this · 29% of all complaints
★★★★★ "Terrible Customer Service. I’m deleting my account in frustration. Terrible service. Call multiple times and call mysteriously dropped and no call backs." - NickJJP
6
"reservation"
6 negative reviews mention this · 29% of all complaints
★★★★★ "Unreliable platform left me completely homeless and stranded.. This platform is completely unreliable when your safety and shelter are on the line. Booking.com did absolutely nothing to ensure that the reservation I paid for was actually honored at the Park Inn by Radisson (176 W 600 S, Salt Lake City,…" - Ichhassedichchidessahhci
7
"refund"
5 negative reviews mention this · 24% of all complaints
★★★★★ "Unable to deal with itinerary changes. After an extended wild-goose chase, it became clear the platform is incompetently run and incapable of dealing with itinerary changes. I’m now dealing with the nightmare of seeking a partial refund. I shall NECER use their services again." - elder4572
8
"booked"
4 negative reviews mention this · 19% of all complaints
★★★★★ "Scammers. Called their customer support 2 Indians dudes answered Tried to make me pay an additional 200$ to get my 900$ refund back do not use booking.com you will regret it I booked a place to stay also and it was run down nearly abandoned missing t…" - eviwnbana
9
"paid"
4 negative reviews mention this · 19% of all complaints
★★★★★ "Unreliable platform left me completely homeless and stranded.. This platform is completely unreliable when your safety and shelter are on the line. Booking.com did absolutely nothing to ensure that the reservation I paid for was actually honored at the Park Inn by Radisson (176 W 600 S, Salt Lake City,…" - Ichhassedichchidessahhci
10
"every"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Very frustrating app. Very frustrating app. Every time I tap a photo while browsing a hotel’s gallery, it jumps back to the first image instead of opening the one I selected. This has been happening for years and still hasn’t been fixed. Please fix this." - Memyself7
11
"years"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Very frustrating app. Very frustrating app. Every time I tap a photo while browsing a hotel’s gallery, it jumps back to the first image instead of opening the one I selected. This has been happening for years and still hasn’t been fixed. Please fix this." - Memyself7
12
"stay"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Scammers. Called their customer support 2 Indians dudes answered Tried to make me pay an additional 200$ to get my 900$ refund back do not use booking.com you will regret it I booked a place to stay also and it was run down nearly abandoned missing t…" - eviwnbana
📋 All 21 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").
Terrible Customer Service
I’m deleting my account in frustration. Terrible service. Call multiple times and call mysteriously dropped and no call backs.
Unable to deal with itinerary changes
After an extended wild-goose chase, it became clear the platform is incompetently run and incapable of dealing with itinerary changes. I’m now dealing with the nightmare of seeking a partial refund. I shall NECER use their services again.
Very frustrating app
Very frustrating app. Every time I tap a photo while browsing a hotel’s gallery, it jumps back to the first image instead of opening the one I selected. This has been happening for years and still hasn’t been fixed. Please fix this.
Customer service
0% customer service
Scammers
Called their customer support 2 Indians dudes answered Tried to make me pay an additional 200$ to get my 900$ refund back do not use booking.com you will regret it I booked a place to stay also and it was run down nearly abandoned missing the pool crack heads everywhere police every night do not use booking.com
Sue Jones
We booked a Washing machine/ tumble dryer combo and that’s not what we got
Don’t download
I booked on the app put the app put a different time frame from what I wanted! I called the customer service number they will lie to u and will not give u the information that u need I had went in the hotel to tell them what was going on they had talk to the customer service person personally and he was he was going send a Gmail for the hotel to fix it he never did it he hung up in my face so the next day they sent me a Gmail saying they can’t give me nothing cuz they said I didn’t show up to the hotel or tried to contact them I’m telling yall now do not use this app 💯
Unreliable platform left me completely homeless and stranded.
This platform is completely unreliable when your safety and shelter are on the line. Booking.com did absolutely nothing to ensure that the reservation I paid for was actually honored at the Park Inn by Radisson (176 W 600 S, Salt Lake City, UT). Their total lack of oversight left me completely homeless and stranded on the street for over three days with all my gear.
There was no warning, no fine print, and absolutely zero control from Booking.com's end to make sure this specific property followed the terms on the app. When check-in failed because the hotel demanded a hidden, unlisted $150 deposit, Booking.com's system offered no real-world backup or immediate emergency protection. If you are in a situation where you absolutely depend on a guaranteed roof over your head, do not trust this app. Their complete incompetence and lack of basic support can leave you out on the pavement with nowhere to go.
There was no warning, no fine print, and absolutely zero control from Booking.com's end to make sure this specific property followed the terms on the app. When check-in failed because the hotel demanded a hidden, unlisted $150 deposit, Booking.com's system offered no real-world backup or immediate emergency protection. If you are in a situation where you absolutely depend on a guaranteed roof over your head, do not trust this app. Their complete incompetence and lack of basic support can leave you out on the pavement with nowhere to go.
Booking
Had a medical emergency and my reservation was 3 days away they refused to cancel worse booking app ever I don’t recommend
Fraud
I paid for an upgraded room with booking.com but was instead put in a room in the basement under the bar. The hotel didn’t have the upgraded reservation. I have contacted booking.com. First they tried to blame the hotel, then they just ignored me. They will not deliver what you pay for. It’s an international company without a 1-800 number so now they want me to make an international call to get my money back.
No date change help
I made a prepaid reservation thru Booking. I needed to change the date by a few days. The hotel told me they had space and would accommodate the change but if have to do it through the Booking.com website. The Booking site would not allow the change, reporting no availability. Result: I’ll lose close to $200.
No show policy not honored
I was unable to go to my destination at Callaway Gardens and was denied refund as per the no show policy. Will never use Booking again after 10 years of membership. Very dissatisfied with customer service !
Worst company
Do not trust them
They take your money
I’ve used booking for years and never ran into this issue like the reservation I made for 6/26. I was charged 3 weeks in advance on 5/30. I’ve never paid for a hotel room a month in advance and was never told when making the booking. I overlooked an email and discovered the full charge on my own while paying bills. I will switch and use ANY other company next time. GENIUS I think not. More like LESS CONVENIENT.
Trash
Took my money in said I couldn’t get it back but I had to pay another full 200 wit no credit or anything I’m just out of 200$ im done with booking after this stay
They don’t solve problems.
Un the last they used to solve people problems, not anymore. If I Could I would give them Zero Stars. Worst help service ever.
Scam
Sold me a room with several amenities listed that I only found out on arrival the hotel doesn’t offer. Don’t. The staff wouldn’t help. The manager refused to answer my calls. Booking’s first rep hung up on me. The second said and I quote “what did you expect, it’s cheap?” and then did the minimum amount of work to get me a 10% refund on the fraudulent listing and tried to shame me for complaining that I wasn’t getting what I paid for. Disgraceful all around.
Horrifying
My wife had a stroke a month before our stay and is paralyzed and I contacted the property for a refund or to possibly rebook. They denied us both. I will NEVER use this app or service again and will tell everyone I know about their garbage customer service.
Worst booking app ever
Every booking i have made on this app has given me a problem. DO NOT USE THIS PLEASE.
Ai, no human customer service
This is my last reservation with booking. From now on I'm just going to the property directly. It's much easier. Your customer service is much easier to deal with. Your AI makes it impossible to talk to a human. Any other hotel has a human at the reception. Get rid of your AI system
Encourage illegal settlers who have stolen the properties of Palestinians.
This app posted ads for illegal properties stolen by Israeli settlers to be booked. This app is the worst app you can use
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)