4.81★ from 5,285,164 ratings · 53 negative reviews read in 2 storefronts · 8 complaints
Refunds denied or delayed unreasonably
8of the 53 read·15%
Users report being refused refunds for cancelled reservations, uninhabitable properties, and unavailable rooms, with money withheld for weeks or months.
Britain 5 · United States 3 · joined from 2 wordings
›read 4 of these reviews
“They will rip you off — Been waiting 2 months for a refund. The hotel did not charge me. But booking kept the money. Beware!” — ★☆☆☆☆“Worst experiences — This site is the worst for bookings. I have had continuously worse and worse experiences with this site. Even when I cancel reservations during the free of charge cancellation period, they have charged me several times now. Worst customer service and would like to give 0 stars if I could.” — ★☆☆☆☆“Beware — They still owe me hundreds and hundreds of dollars in refunds for prepaid hotels I was never able to check into.” — ★☆☆☆☆“D — Booking.com do not help there customers in any way the customer service is a disgrace just like the company avoid at all costs don’t encourage booking.com they don’t get refund when you’re entitled to it they just rip the customer off avoid like the plague booking.com are worth zero stars” — ★☆☆☆☆ · English
Customer service unresponsive or unhelpful
6of the 53 read·11%
Users report support ignores inquiries, fails to help with problems, claims to have made calls with no evidence, and provides inadequate assistance.
›read 3 of these reviews
“D — Booking.com do not help there customers in any way the customer service is a disgrace just like the company avoid at all costs don’t encourage booking.com they don’t get refund when you’re entitled to it they just rip the customer off avoid like the plague booking.com are worth zero stars” — ★☆☆☆☆ · English“⭐ 1/5 — Very disappointing support when things went wrong — We booked our international journey through Booking.com as a family of three, including our 3-year-old child. During the journey, we experienced a flight delay, our baggage was not transferred properly to our final destination, and our baby’s pram went missing. I contacted Booking.com for assistance. They responded, but simply told me to contact the airline…” — ★☆☆☆☆ · English“Better avoid — We recently used booking.com for a holiday in the UK this year. When we got there the hotel‘s water boiler was broken so we couldn‘t stay there. We‘ve been trying for months to get a refund. Both the hotel and booking.com have been passing the blame back and forth. Booking.com’s customer service has been about as much use as a chocolate teapot. Better avoid if you can. When things went wrong…” — ★☆☆☆☆ · English
Unexpected charges and hidden fees
5of the 53 read·9%
Users charged more than quoted prices, with hidden fees appearing at checkout, discounts removed, or different amounts billed than displayed.
›read 3 of these reviews
“Rip off — Hidden charges that hotels jump at the chance to add on. Rip off.” — ★☆☆☆☆ · English“Overcharge — Booking.com priced my room at £88.45 with discounts, but billed me the full £126.00 with no discounts.” — ★☆☆☆☆ · English“Booking .com — Booking .com supports a fake properties and scammers . I have made a reservation , with a different price and was charged much more , no replay from the property and Booking.com platform playing stupid with they no replay emails . This is ridiculous, and from mine point of view they have share from it that’s why they ignoring customers. Please Do not use Booking .com once you pick the property or…” — ★☆☆☆☆ · English
AI chatbot prevents access to human support
3of the 53 read·6%
Customers trapped in AI chat loops unable to reach real people, especially when needing urgent help or providing verification.
›read 3 of these reviews
“Almost Impossible to contact human — Made reservation and 3hr later needed to cancel due to family health issue. Was unable to call and cancel and given runaround by AI. Terrible service and cannot recommend. Use other services.” — ★★☆☆☆“Refund — Tried contacting booking for information on how to get my refund and they are using ai. The ai bot will not let you speak to a representative until you provide the number and pin, when I provided it the ai bot say it is incorrect. I have emailed about this and they are having a hard time somehow contacting the facility, yet the facility states booking.com has not contacted them. I have been charged twice for…” — ★★☆☆☆“Unable to get help — Book at your own risk. If you have an issue with your booking, no one will help you. Customer service is AI and you will never get a person in the chat” — ★☆☆☆☆
Hotel didn't provide booked room or services
3of the 53 read·6%
Hotels overbooked rooms, provided different accommodations than reserved, or staff had no record of bookings Booking.com confirmed.
›read 3 of these reviews
“Scammers — This is a scam company that does not accept responsibility for bookings they gladly took money for. We had a severe power outage and I was displaced with nowhere to go. Booked a hotel, got to the hotel and they overbooked me. I call booking and they say they can’t refund me because they can’t reach the hotel. How tf is that my problem? Took my money for a room I never got. DONT USE THEM” — ★☆☆☆☆“Customer service Horrid — This company used to be my go to. After many, many stays through them I am finished. A hotel literally admitted in writing they didn’t provide the room that I booked or any dinner (promised to be available on their website site for a fixed price). Yet booking won’t stand behind me and obtain a refund. I am outraged” — ★☆☆☆☆“Booking is stealing your money! — This is the worst company! I made a booking two months ago before my trip and when arrived at the hotel they could only see booking for one night. I was forced to figure out where to sleep second night during busy tourist season and with limited option. I called booking 5 times and every agent told me a different thing to do. I still don’t have refund and can’t get a hold of booking…” — ★☆☆☆☆
Charged despite free cancellation period
3of the 53 read·6%
Customers charged for cancellations made during the free cancellation window offered on the site.
›read 3 of these reviews
“The worst — They will steal your money they lie about the prices and reservations” — ★☆☆☆☆“Reserva — Nos cancelaron la reserva sin motivos” — ★☆☆☆☆“Worst experiences — This site is the worst for bookings. I have had continuously worse and worse experiences with this site. Even when I cancel reservations during the free of charge cancellation period, they have charged me several times now. Worst customer service and would like to give 0 stars if I could.” — ★☆☆☆☆
Support team gives conflicting information
3of the 53 read·6%
Agents provide different answers to the same question or unhelpful responses during support interactions.
›read 3 of these reviews
“Terrible customer service — Be aware before you purchase any tickets with Booking.com. They will keep you in hold via chat for prolonged times. After you get someone they ask questions that I can only describe as, repetitive, slow, drawn-out, frustrating, tedious. Then the agent told me that I need to check in later in a few hours because he is getting an error on his end” — ★☆☆☆☆“Booking is stealing your money! — This is the worst company! I made a booking two months ago before my trip and when arrived at the hotel they could only see booking for one night. I was forced to figure out where to sleep second night during busy tourist season and with limited option. I called booking 5 times and every agent told me a different thing to do. I still don’t have refund and can’t get a hold of booking…” — ★☆☆☆☆“Poor customer support — Was given conflicting information from support team.” — ★☆☆☆☆
Fake properties and scam accommodations listed
3of the 53 read·6%
Users book properties that don't match descriptions, are uninhabitable, unavailable on arrival, or are outright fraudulent with no enforcement by Booking.com.
›read 3 of these reviews
“Needs to work much harder — Far too many cracks in the customer experience now appearing. Not enough quality control on properties listed and strong enough enforcement of policies to protect consumers from sharp practices and outright fraud. Not surprised to learn today on the BBC that the consumer group Which were able to list 10 Downing Street (home of the UK Prime Minister) as a property and book a stay there.…” — ★☆☆☆☆ · English“Booking .com — Booking .com supports a fake properties and scammers . I have made a reservation , with a different price and was charged much more , no replay from the property and Booking.com platform playing stupid with they no replay emails . This is ridiculous, and from mine point of view they have share from it that’s why they ignoring customers. Please Do not use Booking .com once you pick the property or…” — ★☆☆☆☆ · English“Avoid Booking.com — Had the worst possible experience with Booking.com and I would strongly recommend everyone to stay well away from using their service. We booked an apartment which was inhabitable on arrival, booking.com refused to help, refused a refund, then had the audacity to say it was as advertised. They are extremely difficult to contact and extremely unhelpful when you do. Do not use their services.” — ★☆☆☆☆ · English
Reviews are grouped one storefront at a time, so each storefront words its complaints separately. Two are added together here when they carry the same name, or when their wordings share half their meaningful words — one fixed rule, applied the same way to every app, and the reviews under each complaint are there to check it against. Where it is close but not certain the two stay apart, so this under-joins rather than over-joins.
Storefront by storefront
United States
4.85★ from 2,142,644 ratings · version 69.5 · 28 of the last 69 written reviews are one or two stars
Money kept, refunds delayed or denied
3of the 28 read·11%
Reviewers waited months for refunds or couldn't get them despite cancelling or hotels not providing booked services.
›read 3 of these reviews
“They will rip you off — Been waiting 2 months for a refund. The hotel did not charge me. But booking kept the money. Beware!” — ★☆☆☆☆“Worst experiences — This site is the worst for bookings. I have had continuously worse and worse experiences with this site. Even when I cancel reservations during the free of charge cancellation period, they have charged me several times now. Worst customer service and would like to give 0 stars if I could.” — ★☆☆☆☆“Beware — They still owe me hundreds and hundreds of dollars in refunds for prepaid hotels I was never able to check into.” — ★☆☆☆☆
AI chatbot prevents access to human support
3of the 28 read·11%
Customers trapped in AI chat loops unable to reach real people, especially when needing urgent help or providing verification.
›read 3 of these reviews
“Almost Impossible to contact human — Made reservation and 3hr later needed to cancel due to family health issue. Was unable to call and cancel and given runaround by AI. Terrible service and cannot recommend. Use other services.” — ★★☆☆☆“Refund — Tried contacting booking for information on how to get my refund and they are using ai. The ai bot will not let you speak to a representative until you provide the number and pin, when I provided it the ai bot say it is incorrect. I have emailed about this and they are having a hard time somehow contacting the facility, yet the facility states booking.com has not contacted them. I have been charged twice for…” — ★★☆☆☆“Unable to get help — Book at your own risk. If you have an issue with your booking, no one will help you. Customer service is AI and you will never get a person in the chat” — ★☆☆☆☆
Hotel didn't provide booked room or services
3of the 28 read·11%
Hotels overbooked rooms, provided different accommodations than reserved, or staff had no record of bookings Booking.com confirmed.
›read 3 of these reviews
“Scammers — This is a scam company that does not accept responsibility for bookings they gladly took money for. We had a severe power outage and I was displaced with nowhere to go. Booked a hotel, got to the hotel and they overbooked me. I call booking and they say they can’t refund me because they can’t reach the hotel. How tf is that my problem? Took my money for a room I never got. DONT USE THEM” — ★☆☆☆☆“Customer service Horrid — This company used to be my go to. After many, many stays through them I am finished. A hotel literally admitted in writing they didn’t provide the room that I booked or any dinner (promised to be available on their website site for a fixed price). Yet booking won’t stand behind me and obtain a refund. I am outraged” — ★☆☆☆☆“Booking is stealing your money! — This is the worst company! I made a booking two months ago before my trip and when arrived at the hotel they could only see booking for one night. I was forced to figure out where to sleep second night during busy tourist season and with limited option. I called booking 5 times and every agent told me a different thing to do. I still don’t have refund and can’t get a hold of booking…” — ★☆☆☆☆
Charged despite free cancellation period
3of the 28 read·11%
Customers charged for cancellations made during the free cancellation window offered on the site.
›read 3 of these reviews
“The worst — They will steal your money they lie about the prices and reservations” — ★☆☆☆☆“Reserva — Nos cancelaron la reserva sin motivos” — ★☆☆☆☆“Worst experiences — This site is the worst for bookings. I have had continuously worse and worse experiences with this site. Even when I cancel reservations during the free of charge cancellation period, they have charged me several times now. Worst customer service and would like to give 0 stars if I could.” — ★☆☆☆☆
Support team gives conflicting information
3of the 28 read·11%
Agents provide different answers to the same question or unhelpful responses during support interactions.
›read 3 of these reviews
“Terrible customer service — Be aware before you purchase any tickets with Booking.com. They will keep you in hold via chat for prolonged times. After you get someone they ask questions that I can only describe as, repetitive, slow, drawn-out, frustrating, tedious. Then the agent told me that I need to check in later in a few hours because he is getting an error on his end” — ★☆☆☆☆“Booking is stealing your money! — This is the worst company! I made a booking two months ago before my trip and when arrived at the hotel they could only see booking for one night. I was forced to figure out where to sleep second night during busy tourist season and with limited option. I called booking 5 times and every agent told me a different thing to do. I still don’t have refund and can’t get a hold of booking…” — ★☆☆☆☆“Poor customer support — Was given conflicting information from support team.” — ★☆☆☆☆
Apple publishes the most recent written reviews, up to five hundred, and that is what was read — not a search for bad ones. Why so many of them are angry. The complaints above come from the 28 most recent negative ones. Newest review 2 days ago (07.09.2026), last collected yesterday.
Germany
4.77★ from 978,863 ratings · version 69.5 · 25 of the last 65 written reviews are one or two stars
Not enough negative reviews here to group anything honestly. There are 25, and the threshold is twelve.
Apple publishes the most recent written reviews, up to five hundred, and that is what was read — not a search for bad ones. Why so many of them are angry. The complaints above come from the 25 most recent negative ones. Newest review 2 days ago (07.09.2026), last collected yesterday.
Britain
4.84★ from 1,256,259 ratings · version 69.5 · 25 of the last 61 written reviews are one or two stars
Customer service unresponsive or unhelpful
6of the 25 read·24%
Users report support ignores inquiries, fails to help with problems, claims to have made calls with no evidence, and provides inadequate assistance.
›read 3 of these reviews
“D — Booking.com do not help there customers in any way the customer service is a disgrace just like the company avoid at all costs don’t encourage booking.com they don’t get refund when you’re entitled to it they just rip the customer off avoid like the plague booking.com are worth zero stars” — ★☆☆☆☆ · English“⭐ 1/5 — Very disappointing support when things went wrong — We booked our international journey through Booking.com as a family of three, including our 3-year-old child. During the journey, we experienced a flight delay, our baggage was not transferred properly to our final destination, and our baby’s pram went missing. I contacted Booking.com for assistance. They responded, but simply told me to contact the airline…” — ★☆☆☆☆ · English“Better avoid — We recently used booking.com for a holiday in the UK this year. When we got there the hotel‘s water boiler was broken so we couldn‘t stay there. We‘ve been trying for months to get a refund. Both the hotel and booking.com have been passing the blame back and forth. Booking.com’s customer service has been about as much use as a chocolate teapot. Better avoid if you can. When things went wrong…” — ★☆☆☆☆ · English
Refunds denied or delayed unreasonably
5of the 25 read·20%
Users report being refused refunds for cancelled reservations, uninhabitable properties, and unavailable rooms, with money withheld for weeks or months.
›read 3 of these reviews
“D — Booking.com do not help there customers in any way the customer service is a disgrace just like the company avoid at all costs don’t encourage booking.com they don’t get refund when you’re entitled to it they just rip the customer off avoid like the plague booking.com are worth zero stars” — ★☆☆☆☆ · English“They steal my money — They cancelled a reservation without my consent and kept the cancellation fee” — ★☆☆☆☆ · English“Booked and paid no reservation — Booked and paid for room when arrived no reservation or room available. 23 days later still monies not returned. Hotel proprietor said I was 3rd person that week who had booked and paid for a room that wasn’t available. Customer service is clearly not a priority” — ★☆☆☆☆ · English
Unexpected charges and hidden fees
5of the 25 read·20%
Users charged more than quoted prices, with hidden fees appearing at checkout, discounts removed, or different amounts billed than displayed.
›read 3 of these reviews
“Rip off — Hidden charges that hotels jump at the chance to add on. Rip off.” — ★☆☆☆☆ · English“Overcharge — Booking.com priced my room at £88.45 with discounts, but billed me the full £126.00 with no discounts.” — ★☆☆☆☆ · English“Booking .com — Booking .com supports a fake properties and scammers . I have made a reservation , with a different price and was charged much more , no replay from the property and Booking.com platform playing stupid with they no replay emails . This is ridiculous, and from mine point of view they have share from it that’s why they ignoring customers. Please Do not use Booking .com once you pick the property or…” — ★☆☆☆☆ · English
Fake properties and scam accommodations listed
3of the 25 read·12%
Users book properties that don't match descriptions, are uninhabitable, unavailable on arrival, or are outright fraudulent with no enforcement by Booking.com.
›read 3 of these reviews
“Needs to work much harder — Far too many cracks in the customer experience now appearing. Not enough quality control on properties listed and strong enough enforcement of policies to protect consumers from sharp practices and outright fraud. Not surprised to learn today on the BBC that the consumer group Which were able to list 10 Downing Street (home of the UK Prime Minister) as a property and book a stay there.…” — ★☆☆☆☆ · English“Booking .com — Booking .com supports a fake properties and scammers . I have made a reservation , with a different price and was charged much more , no replay from the property and Booking.com platform playing stupid with they no replay emails . This is ridiculous, and from mine point of view they have share from it that’s why they ignoring customers. Please Do not use Booking .com once you pick the property or…” — ★☆☆☆☆ · English“Avoid Booking.com — Had the worst possible experience with Booking.com and I would strongly recommend everyone to stay well away from using their service. We booked an apartment which was inhabitable on arrival, booking.com refused to help, refused a refund, then had the audacity to say it was as advertised. They are extremely difficult to contact and extremely unhelpful when you do. Do not use their services.” — ★☆☆☆☆ · English
Apple publishes the most recent written reviews, up to five hundred, and that is what was read — not a search for bad ones. Why so many of them are angry. The complaints above come from the 25 most recent negative ones. Newest review 2 days ago (06.09.2026), last collected yesterday.
France
4.75★ from 907,398 ratings · version 69.5
We have not read this app's reviews yet. Apple rations that feed to about one page per address every ten minutes and refuses datacentre addresses, so the reading is done by hand — the rating above is live, the complaints are not there yet.
Apple publishes the most recent written reviews, up to five hundred, and that is what was read — not a search for bad ones. Why so many of them are angry. The complaints above come from the 0 most recent negative ones. Newest review never, last collected never.