Do you agree with Booking Com's TrustScore? Voice your opinion today and hear what 77 customers have already said.
Booking Com is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.2 out of 5 stars. Last reviewed February 17, 2026.
I have used booking.com on several occasions. But my most recent after ringing the hotel I'd try to cancel with they told me they would have refunded me it was booking.com that made the decision. What a horrible low life company they won't be used again scumbags.
I used to trust Booking.com and have booked many hotels through this platform over the years. Unfortunately, my recent experiences have completely changed my opinion.Last year in Florida, money was withdrawn from my credit card, yet no receipt was ever issued. When I contacted the hotels directly, they were unable or unwilling to provide one. When I raised this issue with Booking.com, the response was essentially “this is how it is”—no real support, no resolution, and no accountability.More recently, I booked a flight through Booking.com that was handled by Gotogate (Vienna – Tokyo – Vienna, May 2026). Gotogate cancelled the reservation, while Booking.com still shows the flight as active. Despite the cancellation, after more than one week there has been no refund. I contacted customer service twice and received only generic, unhelpful responses.Booking.com presents itself as a reliable intermediary, but when problems arise—whether with hotels or third-party flight agencies like Gotogate—there is no effective customer support and no responsibility taken.After years of loyalty, I can no longer trust Booking.com for either hotels or flights.
Absolute disgrace. Booked hotel the hilton in Sydney. On arrival did not get the room ordered. Several faults in room not rectified. Refused breakfast by hotel. No refund. I am fighting them for it.
I have been a valued customer of booking.com for several years. I recently had a bad experience with a booking and was very disappointed with the outcome of my complaint. I have rang a dozen times to further complain, but, the stupid AI they have in place, prevents me from getting through, to speak to someone. I will no longer be using their services. I have cancelled all future bookings with them.
Extremely poor customer support. I contacted Booking.com twice regarding a serious accommodation issue and on both occasions was placed on hold and then disconnected. No follow-up, no resolution, and no support when it was actually needed.Completely unacceptable service.
I had €197.00 taken from my account for a reservation l did make they promised me a refund still Waiting for it . I probably will never get my refund have sent at leat ten emails numerous phone calls beware book your hotel break directly terrible customer service money grabbers.
Don't book with booking .com your money will be lost l.Booked an accomodation, did not turn out to be the right accomodation and they missed critical detail that property has stairs.I live with disabled partner. And she was having procedure, booking.com failed to include the detail of stairs and so did the seller. I raised this point.Called booking.come and they point blank refused to help with that. No compassion. Just straight eff* you on even contacting them.I have seen the rise in descriminative behaviour from them.Just don't book
I booked this apartment from the UK for a three day stay in Agadir, and my experience was extremely stressful and disappointing. I want to share what happened so other travellers know what they might face. Before arriving, the listing looked normal and offered what seemed to be a proper address and a host who would be available if needed. However, when we arrived in Agadir, the information provided was completely unhelpful. The address was not a real or complete location. It was only a general area, and when we reached it, there was no sign of any apartment matching the listing. We walked around several times trying to find it, but there was nothing there at all. This immediately caused confusion because we had no clear instructions and no actual property to go to. We also tried calling the phone numbers provided in the booking details, but nobody answered any of our calls despite several attempts. We were left in an unfamiliar place with our luggage, with no support and no way to contact the host. This caused a lot of stress and wasted time, especially since we had already paid one hundred and thirteen pounds for a stay we could not use. Since we had nowhere to stay, we were forced to book another hotel at the last minute, which created extra unexpected expenses and disrupted our trip. Based on everything that happened, this listing was completely unreliable, and our experience was very disappointing. I hope this review helps other travellers avoid the same situation, and I strongly advise being cautious with this property.
Booking .com are a scam company there is no way to make a complaint and trying to get a refund or even any help they have ripped off over 1000 pound off my partner for flights and then managed to completely lose the ticket and ended up having to pay again when we got to the airport for another ticket they are a joke
Booking .com haven’t a clue want they are advertising. I booked a hotel in Blackpool call the Royal Alexander hotel, there was no heating , no hot water . The ceiling is falling down. .we had to sleep with our clothes on it was that cold, they said all the fan heater were already handed out to people . But they could have called the customers to let them know that that there was no heating before hand . I’m still waiting for a reply about a refund.
Poor communication between Booking.com and their supplier resulted in a voucher being issued for collection in the wrong city. I was completely misled had I known the car was not actually available at the stated location, I would never have booked through Booking.com. The rental company only clarified the situation and delivered the car to the correct place two days later. Despite this being entirely a system and coordination failure, I was forced to pay again. I was then sent back to Booking.com for a refund, where I was told to wait up to 28 days due to “procedures”. This is now the second serious problem I’ve had booking a car through this company, each time causing extra costs, wasted time and unnecessary stress. I will be avoiding this company for car rentals in the future.
The property advertised a seaside apartment with a terrace overlooking the sea. I was given a damp garage with a strong musty smell - completely misrepresented and unfit for stay. Upon arrival we found another guest already occupying our apartment. The owners refused to move us and did not offer an alternative. We only stayed one night and left the next day. I paid €852.31 for six days that I did not use. My holiday was ruined.Since then I have sent numerous emails to customer.service@, written to customer service via the app, complained, sent a letter from a lawyer, emailed mediation@, posted on X , attaching all evidence (photos, videos). To date, 3 months now, I have not received a response or a decision to refund the €852.31. A terrible experience and a waste of time.
We used booking. Com a number of times and has been Ed n fine. However , we booked a night and had a long day and when arrived at the place they had no recollection of our booking. Booking. Com had already taken the money at this point. My advice is if you book through booking. Com please call the place you are staying at to confirm they have your payment and reservation
It's a website that doesn't protect the guest's interest but the hotel's interest. If a hotel/host is a fraud they protect them. They even show misleading reviews. They manipulate the reviews they show, the views you get changed based on your profile. I think they are using AI to trick the guests. They are taking the fraud activity into a new level. Be aware of them. If you share a bad experience they will not share it on their website and rather protecting the host. They fail to properly show the exact amount you need to pay and hide various hidden amount ( like, service charge, deposit money etc.) then they directly charge on your card. You complain about it, they say - someone will take a look but its just regulation thing not for real. They don't even provide a copy ( no email ) of the issue that is filed.
Disaster!!! Arrived at hotel and told we had booked 2 rooms and we certainly hadn’t. Stayed one night. Told by hotel we had to take it up with Booking.com. Tried in vain to talk to someone on the site. The money for two nights has now appeared on our credit card account! DO NOT USE THIS SITE.
Please do not use Booking.com and SKY SCAN the company are totally useless, the ticket got cancelled it was over 2k's worth of ticket, I'm ready to take both companies to court. Sky scan charged me over £2k for a ticket which clearly states it was cancelled, I clearly have emails that the ticket was cancelled BOOKING.Com and sky scan are crooks do not use them beware
Shocking customer service. I booked a room fir 1 night showing as £99, tried to screenshot but it said the app wouldn't let me. I paid anyway.On my confirmation its now gone up to £284. I wrote a complaint letter 3 weeks ago and not received a reply. I've messaged on the app 3 times and no reply.So hard to get to talk to anyone and when you do, they don't care. They just say because I have no proof, there's nothing they can do.
So recently I had planned a trip to Turkey. I've used booking.com previously in the past and not really had any problems but what I have noticed is, when you need to get hold of anyone in customer services it is extremely poor and the responses take quite some time. This is the first time I had visited Turkey so I had pre-booked my transfers as a return journey seemed to go all well until I actually arrived at my destination and the pickup point. They confirmed I had a booking and then literally within five minutes later I had a message saying your ride has been cancelled because of time. The tour team were of no help whatsoever they just told me to get hold of Booking.com which I managed to get hold of that evening. I sent a message to customer service and support because I had booked a return journey and I didn't know if my second part of my journey was to be honoured either ? It literally a few days for anyone to respond to me I had to eventually cancel my booking completely because I didn't know if my return journey was still valid but their customer service and support is absolutely useless there's no time constraints there's no urgency there's nothing really so it's opened my eyes and I really wouldn't bother going down that route again, trying to get hold of someone to ask them a question . It was a shame because I had a three night trip book for my anniversary and the stress that they caused me in the beginning was so much it really put a dampener on my trip Booking.com however were quite useless in there response and still took a while and in fact I'm still waiting for a good resolution and a response. Just keep that in mind if you ever need to get anything done with booking.com or ask a question, the response you're gonna get is going to take quite some time and it will most probably be highly inadequate so just beware !
DO NOT BOOK FLIGHTS VIA THEM. WHAT A MISTAKE - CHANGING IT WAS SOOOO DIFFICULT, THEY CHARGED MORE MONEY THAN THE FLIGHT IF I WAS TO BOOK IT BRAND NEW (THEY CLAIM IF YOU CHANGE DATE YOU DON'T GET DISCOUNT, WHICH APPARENTLY YOU GET IF YOU BOOK BRAND NEW TICKET). I HAD TO PAY FOR THE SEATS AGAIN, EVEN THOUGH THE AIRLINE DID NOT CHARGE THEM. RUDE INDIA-BASED CUSTOMER SERVICE - SPEND EXTRA AND BOOK WITH THE AIRLINE DIRECT
Edit:Complaint into a second month. They insist the problem is around the exchange rate. I don’t expect to be charged £31.63 more than was quoted when I booked my holiday. They do not warn customers that the rate can change with international monetary exchange rates. I have a complaint that is over a month old. They took money almost two days earlier than quoted and took £32 too much. Their customer service is truly awful. I have sent no less than 5 separate emails and also separate messages with evidence. They are infuriating. I am a so called ‘genius’ highest level customer so goodness knows what the basic customers have to deal with.
According to TrustPlane, Booking Com has a 1.2/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/booking-com-com
