Review Insights · App Store
Booking.com: Hotels & Travel
Booking.com · 1,924,954 ratings · ★ 4.8
4.8
★★★★★
1,924,954 ratings
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Top complaints - extracted from 35 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"
16 negative reviews mention this · 46% of all complaints
★★★★★ "False "free-reimbursement". Please think twice before you make a hotel reservation using booking.com. I requested to cancel or change staying dates due to injury (unable to travel). The property requested the amount of $117.00 in order to cancel my reservation. I paid…" - Dinale1967
2
"service"
10 negative reviews mention this · 29% of all complaints
★★★★★ "Payment down. My card is up-to-date. All my payment options are good to go when I get down to the end to check out it’s telling me that I need to use another payment method. I’m a level three genius , there’s definitely a payment option glitch no custome…" - tatsbdb
3
"customer"
8 negative reviews mention this · 23% of all complaints
★★★★★ "Payment down. My card is up-to-date. All my payment options are good to go when I get down to the end to check out it’s telling me that I need to use another payment method. I’m a level three genius , there’s definitely a payment option glitch no custome…" - tatsbdb
4
"customer service"
7 negative reviews mention this · 20% of all complaints
★★★★★ "Payment down. My card is up-to-date. All my payment options are good to go when I get down to the end to check out it’s telling me that I need to use another payment method. I’m a level three genius , there’s definitely a payment option glitch no custome…" - tatsbdb
5
"card"
6 negative reviews mention this · 17% of all complaints
★★★★★ "Payment down. My card is up-to-date. All my payment options are good to go when I get down to the end to check out it’s telling me that I need to use another payment method. I’m a level three genius , there’s definitely a payment option glitch no custome…" - tatsbdb
6
"hotel"
6 negative reviews mention this · 17% of all complaints
★★★★★ "Scam. Sold me a room with several amenities listed that I only found out on arrival the hotel doesn’t offer. Don’t." - RamblinGin
7
"property"
6 negative reviews mention this · 17% of all complaints
★★★★★ "False "free-reimbursement". Please think twice before you make a hotel reservation using booking.com. I requested to cancel or change staying dates due to injury (unable to travel). The property requested the amount of $117.00 in order to cancel my reservation. I paid…" - Dinale1967
8
"received"
6 negative reviews mention this · 17% of all complaints
★★★★★ "False "free-reimbursement". Please think twice before you make a hotel reservation using booking.com. I requested to cancel or change staying dates due to injury (unable to travel). The property requested the amount of $117.00 in order to cancel my reservation. I paid…" - Dinale1967
9
"another"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Payment down. My card is up-to-date. All my payment options are good to go when I get down to the end to check out it’s telling me that I need to use another payment method. I’m a level three genius , there’s definitely a payment option glitch no custome…" - tatsbdb
10
"room"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Scam. Sold me a room with several amenities listed that I only found out on arrival the hotel doesn’t offer. Don’t." - RamblinGin
11
"booked"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Booked a property that didn’t exist - no refund after 7 calls . I booked an accommodation through Booking.com that literally did not exist when I arrived. The property had closed, and been replaced and I was forced to find last-minute lodging at my own expense. Over the past month, I’ve contacted Booki…" - Alec.midg
12
"refund"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Booked a property that didn’t exist - no refund after 7 calls . I booked an accommodation through Booking.com that literally did not exist when I arrived. The property had closed, and been replaced and I was forced to find last-minute lodging at my own expense. Over the past month, I’ve contacted Booki…" - Alec.midg
📋 All 35 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").
Payment down
My card is up-to-date. All my payment options are good to go when I get down to the end to check out it’s telling me that I need to use another payment method. I’m a level three genius , there’s definitely a payment option glitch no customer service to help
Scam
Sold me a room with several amenities listed that I only found out on arrival the hotel doesn’t offer. Don’t.
Bad customer service
Really difficult and unhelpful costumer service.
Expensive
Expensive
False "free-reimbursement"
Please think twice before you make a hotel reservation using booking.com. I requested to cancel or change staying dates due to injury (unable to travel). The property requested the amount of $117.00 in order to cancel my reservation. I paid the request amount. However, 3 days later I received an email from the property that said "claim free cancellation". The cancellation wasn't free just to be clear a paid $117.00. After that I received another email from the property offering to book directly with them. I'm very disappointed because I had another hotel reservation with Expedia and didn't have to pay a penny to cancel the reservation. So, I'll never ever will book using booking.com.
Horrible
The mattress in the first room was terrible - it was literally broken apart. It was something horrible and extremely uncomfortable. The next night they moved me to another room, but the bathroom was full of hair everywhere, which was disgusting. There is never a manager available to speak with, and I honestly believe that’s why this hotel is such a mess. The employees are left alone without proper supervision, and the entire situation is chaotic.
Absolutely Sucks
Never book through them
Harassing calls
If I can give less than a star I would, they keep calling asking for your card number and harassing regarding reason of not booking and asking personal questions. All employees are from same nationality which raise a suspicion regarding the health of work environment
Booked a property that didn’t exist - no refund after 7 calls
I booked an accommodation through Booking.com that literally did not exist when I arrived. The property had closed, and been replaced and I was forced to find last-minute lodging at my own expense.
Over the past month, I’ve contacted Booking.com 7 separate times trying to get a refund. Every time, I was told they needed “confirmation from the property” before they could help. The problem is: the property is closed and does not respond, so the process just loops endlessly with no resolution.
I also tried escalating the issue, but nobody I spoke to could actually do anything beyond repeating scripted responses from the website.
What makes this even more frustrating is that the property has already been removed from Booking.com entirely, meaning they clearly know it is no longer operating, yet they still refuse to acknowledge that I could not stay there.
Booking.com works fine when nothing goes wrong, but if there’s a serious issue, don’t expect effective customer support or a quick resolution.
UPDATE:
Booking.com replied telling me they are sorry and to contact customer service again.
So I did - and it was the exact same useless loop. I asked for upper management, was put on hold for 10 minutes, and then told by the same representative that she was upper management and there was nobody higher to speak to.
The only response I continue to receive is:
“We are waiting for the property’s confirmation before we can issue a refund.”
Their App Store comment is made to look like they are helping unhappy customers, when really I received no additional help.
Over the past month, I’ve contacted Booking.com 7 separate times trying to get a refund. Every time, I was told they needed “confirmation from the property” before they could help. The problem is: the property is closed and does not respond, so the process just loops endlessly with no resolution.
I also tried escalating the issue, but nobody I spoke to could actually do anything beyond repeating scripted responses from the website.
What makes this even more frustrating is that the property has already been removed from Booking.com entirely, meaning they clearly know it is no longer operating, yet they still refuse to acknowledge that I could not stay there.
Booking.com works fine when nothing goes wrong, but if there’s a serious issue, don’t expect effective customer support or a quick resolution.
UPDATE:
Booking.com replied telling me they are sorry and to contact customer service again.
So I did - and it was the exact same useless loop. I asked for upper management, was put on hold for 10 minutes, and then told by the same representative that she was upper management and there was nobody higher to speak to.
The only response I continue to receive is:
“We are waiting for the property’s confirmation before we can issue a refund.”
Their App Store comment is made to look like they are helping unhappy customers, when really I received no additional help.
Terrible App if you want customer service
Makes it absolutely impossible to cancel even if you bought tickets that’s allows for flexibility and insurance. Do not make it easy to “manage booking” for flights at all and only customer service is AI or text chat with what may be a live person but considering their lack of helpfulness I doubt it. Do not use booking.com for flights!
Totalmente irresponsable
Es absolutamente inútil utilizar esta plataforma como medio confiable y seguro para hacer reservas, no se hacen responsables por quejas o reclamos mucho menos cancelaciones. Jamas lo volvería utilizar
Scam
Never use Booking.com
Contact info
Nobody in customer service is able to talk to you, not even to edit credit card.
Seamatte Jackson
No one will return calls and not one call helped with the concern. Everything was Ai and I was called 4 agents no one connected me a solution instead they hung up. I was with my 8 year daughter and she has no asthma. Forcing me to another hotel I’m now 700 in and I have no food just to accommodate her breathing treatment being refrigerated. I have now paid for two hotels just to keep her safe, not one call has been returned and I’ve even reached out to owners
Bait and switch
Because of current renovations, we were moved down and across the street to another building. Room was not as originally described and was very small. No prior notice was given or any adjustment in the rate.
Very unprofessional and unhelpful
My reservation was cancelled and I was told I would have received a voucher they never sent
I wrote multiple times, called and they replied always but when they knew it was about a voucher they stop replying, line dropped ecc
Very bad service, very unprofessional and unfair
I wrote multiple times, called and they replied always but when they knew it was about a voucher they stop replying, line dropped ecc
Very bad service, very unprofessional and unfair
Left in a lurch
I have used Booking a lot. I am Genius level 3 VIP. I booked accommodation in Seville Spain and had to make changes. The property promptly refunded the days I cancelled. Later I received a message from Booking saying I owed more. I asked the accommodation and they didn’t respond. I woke up the day of my travel being told my reservation was cancelled. It was a busy weekend and it was already rebooked and had a difficult time scrambling to find new place. Repeatedly getting run around from Booking and accommodation. Nobody knows why I was charged and haven’t provided refund. I will never use booking again except as very very last resort. I have traveled the world for 10 years using them and will now use Expedia for accommodation. Extremely frustrating and disappointing.
The Worst Travel Service Ever
Booked me on a nonexistent flight. Tried to resolve it, but agents kept putting me on hold for hours. If you believe I’m exaggerating check there Better Business Bureau rating. It’s an F.
Horrible Customer Service
I was promised a $100 refund by Pia due to an issue with one of my bookings. I only received $91.65. When I called booking.com, they told me that the missing $8.35 was taken by Booking.com because I had “received a discount” on the property I booked. The “discount” was a result of me being a Genius VIP member and the credits I had saved up from all the times I booked accommodations with their company. The customer service lady, Kate, said that there was no way to credit that missing amount to me and that it was just part of the policy since I received a discounted rate. They showed no appreciation for their customers who have been loyal and consistent! Disgrace
First booking
I get an immediate refund because your app is partnered with some chinese websites that just steals card information
Stolen card
My card was stolen and my booking was cancelled without a temp hold warning. I had to pay a higher fee for my room. Totally unfair and unprofessional way to deal with this issue.
My inf was stolen
My personal information was stolen from the website. I keep getting message from WhatsApp from a strange company requesting I pay again and provide my credit card information. I try to contact Booking.com and have not been able to locate anyone to get back to me. There’s no phone number in the website or email to speak to anyone.
Bookings
I booked a property multiple months in advance. Apparently the property manager had discontinued their contract months prior. I was left stranded and still have not received a refund despite multiple contacts. I’ll never use Booking again.
Dump to stay at
1974 nasty rooms
You can’t get help with problems
I had knee surgery and my PT is keeping me from travelling. The hotel says that the website must change my dates but I cannot get a phone number to talk to someone to help. I will never use this app again.
Not the same company !!
Use a hotels website because using booking.com
Makes you a fool!
Deceptive marketing AND business practices . Don't do it this company is NOT the one you may have once remembered.
SCREENSHOT EVERYTHING AS YOUR BANK LOVES THIS.
Chase bank did!! They see it ALL the time as my rep stated.
********UPDATE: I got the same response as all those before me on here. File complaints with agencies in your state and get involved in the current class action lawsuits or some other sucker will be stranded, unsafe and so frustrated hhhm society is brewing with resentment after the companies' they love screw them over after years of loyalty.
It's sad as a consumer to see this daily.
Don't think it can't happen to you if not the first time, trust me it will happen and you will lose your money and your peace too. They don't have integrity ...PERIOD
Makes you a fool!
Deceptive marketing AND business practices . Don't do it this company is NOT the one you may have once remembered.
SCREENSHOT EVERYTHING AS YOUR BANK LOVES THIS.
Chase bank did!! They see it ALL the time as my rep stated.
********UPDATE: I got the same response as all those before me on here. File complaints with agencies in your state and get involved in the current class action lawsuits or some other sucker will be stranded, unsafe and so frustrated hhhm society is brewing with resentment after the companies' they love screw them over after years of loyalty.
It's sad as a consumer to see this daily.
Don't think it can't happen to you if not the first time, trust me it will happen and you will lose your money and your peace too. They don't have integrity ...PERIOD
Do not waste your money
Absolutely horrible experience. No pillows for the 4 people, ceiling leaked water, no hotel information.
Worst experience
Not letting someone cancel the booking when they’re trying to get it done a month before the date is actually super annoying. You cannot treat your customers like this unexpected changes happen in plans. I had the worst experience and I suggest everyone to not book especially flights from Booking.com.
Không đúng như quảng cáo.không có chỗ đậu xe.đậu phải trả phí 80k 1 đêm
Chổ ở tệ
Cannot be used with Google Maps (on iPhone)
Until a week ago I was able to use the booking.com maps with Google Maps. Now this is not possible. There are no (default) setting, not within the app itself that give me the option to select my preferred app. Lame. I do not want to open Apple Maps but Google Maps when using booking.com.
Poor customer care/ service/ management
There’s no direct contact to reach anyone in booking.com
Customer service sucks
If there is any customer service at all….
Property policy might be missing
Caution and check multiple sites before using. Often can save by directly contacting the company.
Will Never Use again.
I have had nothing but problems with Bookings. We got robbed at one Booking. Just don’t do it. Sometimes they demand other fees online or in person. One site said it was close to the airport but it was across a busy freeway with no way to cross. Not so close.
Best western lake Charles
There was a long wait and the pictures did not match up to the room
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)