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Booking is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.1 out of 5 stars. Last reviewed March 7, 2026.
I've used Booking multiple times in the past years, and when there are no problems, everything is smooth and easy.But when there's an issue, it's impossible to get support. I've spent more than 5 hours (and counting) trying to reach customer support to get my money back after a flight was cancelled. It should be illegal. I would never use them again.
I booked and fully paid for a business stay through Booking.com, trusting its reputation as a professional and globally recognized platform.At the time of reservation, I clearly stated that this was a business trip and provided my company’s billing details. Within that text, there was a registered corporate KEP address included as part of the official company information. This address was interpreted as the delivery email for the invoice.However, a KEP address is not a standard inbox for receiving regular emails. When I explained this and requested that the invoice simply be sent to the email address registered in my Booking account (as the staying and paying guest), I was told this was not possible. I was informed that the invoice could only be sent to the address originally provided in the reservation notes.This logic is extremely difficult to understand. If I had made a simple typo in my personal email during booking, would the company still insist on sending the invoice to an incorrect and inaccessible address, even after being notified of the mistake?My request is very straightforward: issuance of the corporate invoice for the accommodation I have already paid for. I am not asking for any modification to the invoice content — only access to it.I have contacted customer service multiple times via phone, email, Live Chat, and the Help Centre. No one has taken ownership or offered a practical solution. The 30-day issuance period has passed, and this delay is directly affecting my reimbursement process.What concerns me most is not just the delay, but the complete absence of flexibility or escalation for what would be resolved by a simple email delivery adjustment. This experience has significantly impacted my trust. Instead of dealing with a globally recognized company, I am left feeling as though I am speaking to an inflexible and unaccountable system.I sincerely hope this review prompts the appropriate internal team to finally address and resolve this matter.
I've been meaning to leave feedback of my recent experience with Booking.com, but I just had to take a moment to understand and realize that even in these days, in 2026, you can easily get scammed by big companies. Everything started when I booked a trip to Romania with two of my colleagues for three days. We rented a car through bookings website and when I went to pick up the car in the morning, I was told that I cannot collect the car because my credit card, which had a limit of £5,000, was not accepted in Romania by the third party rental company.ONLY BECAUSE the printing on my card, it was no longer 4D, as in like "embossed" I think this is how they call it, when I card has the 4D printed on the card letter and numbers.... I tried to explain to the third party, which we've rented the car through bookings, that UK has changed all their cards back in 2022, so there is no longer a bank in the UK that issues a card that you can see the letters and the numbers on the credit cards. The person with who I was speaking to, they said that there are still people having the same card. I've tried to explain that their card is due to expire, and at some point no one will ever have this. So I called Bookings and I tried to explain to them that I am unable to pick up the car because the terms and conditions that the third party were no longer valid for UK citizens and residents. So I told Bookings I'm happy to lose the £6 rental for that car for the four days we re-rented the car, but I'd like to get my insurance back, which is £70, an insurance that I've never benefited from it, and also advise Bookings that they should review their terms and conditions because that term, one of the terms that they mentioned, should no longer be valid in their policy. So the lady on the phone that I spoke with, she said that she can't do anything about it, those are the terms and conditions, which those terms and conditions are supposed to be seen by logging into another app in order for me to see those terms and conditions. So they weren't actually in my confirmation of a booking. On the side of that, even if it would have been on the confirmation of a booking, I am in a position that I've been charged for an insurance that I've never claimed and I've never used. Because Booking never updated their terms and conditions based on the UK latest legislations and latest information. So I wanted to let this experience on here so everybody from a resident in the UK to be aware that if they do not have a card that has their numbers and their names printed 3D, like the old style, they will not be able to pick up a car with bookings.com. And most probably, Romania will not be the only country. I'm sure there are other countries that they still have their old terms and conditions that they need to revise. I am about to take this further down because it's unacceptable for me to have my holiday ruined and also to be charged because they do not like to take the responsibility for this experience, horrible experience.
I booked FastPark at Edinburgh Airport through BookingFHR months in advance. Before travelling, I changed my vehicle, so I cancelled the original booking and made a new one.When I returned from holiday, I was shocked to be told I had to pay an extra £25 just to get my keys back, and then another £7 to exit the car park.I contacted BookingFHR afterwards, and they claimed they never received my cancellation—which I know is not true—and also claimed I was late returning to Edinburgh Airport, even though my flight landed exactly on time.While I was collecting my ticket, I heard other customers complaining that they had also been overcharged, which makes the whole experience feel very unfair.Overall, I found the whole process frustrating and felt completely let down. Based on my experience, I would not recommend using BookingFHR, as the unexpected charges turned what should have been a simple parking booking into a stressful and expensive ending to my trip.Clearing a money making Scam
This company assumes that you can't write a message that a hotel can understand, so it rewrites it using AI before passing it on. It does this intrusively, without your permission, and in doing so, it often changes the meaning or emphasis and strips out any nuance. Customer Service will tell you that 'the system' (that is, AI) will make minor changes for formatting without altering the sense of what you say. This isn't true. I'm going to use alternatives to Booking.co whenever I can from now on.
⚠️ WARNING ABOUT BOOKING.COM'S GUEST PROTECTION ⚠️I'm sharing this experience to warn other travelers about the limitations of Booking.com's guest protection policies.━━━━━━━━━━━━━━━━━━━━━━━━━━━━WHAT HAPPENED:1. PROPERTY ISSUE:Booked accommodation in Italy for 3 nights (winter). Hot water system failed, making the property uninhabitable for my family during cold weather.2. HOST'S EXPLICIT WRITTEN PROMISE:Host acknowledged the problem via WhatsApp and made an explicit written commitment to provide a refund. The host stated:- "okay perfect I agree with the refund"- "I'll process the refund tomorrow morning"This was a clear, unambiguous promise with specific timing.3. WE RELIED ON THIS PROMISE:Based on the host's written commitment, we:- Checked out after only 1 night (instead of 3)- Booked emergency alternative accommodation at additional cost- Forfeited payment for 2 nights we had already paid for4. HOST BROKE THE PROMISE:After we left, the host:- Completely stopped responding to all messages- Did not process the promised refund- Ignored Booking.com's mediation attempts (multiple contacts)5. BOOKING.COM'S INADEQUATE RESPONSE:Despite clear evidence of the host's written promise, Booking.com:- Offered only 10% compensation- Stated "policy prevents further action"- Provided no accountability mechanism for hosts who break explicit promises━━━━━━━━━━━━━━━━━━━━━━━━━━━━THE REAL PROBLEM:This case reveals systemic issues with Booking.com's consumer protection:❌ Hosts can make explicit written promises and break them without consequences❌ 10% compensation offered when 67% of paid service wasn't provided❌ Policy allows hosts to simply ignore mediation with no penalty❌ Platform takes commission but provides minimal protection when things go wrong❌ Consumers bear all financial losses while hosts face zero accountability━━━━━━━━━━━━━━━━━━━━━━━━━━━━EVIDENCE DOCUMENTATION:I have comprehensive documentation including:✓ Complete written conversation showing host's explicit refund promise✓ Booking.com email correspondence✓ All booking confirmations and payment receipts✓ Alternative accommodation booking receipts✓ Confirmation from European Consumer Centre that chargeback is appropriate━━━━━━━━━━━━━━━━━━━━━━━━━━━━FINANCIAL IMPACT:- Paid for: 3 nights- Actually used: 1 night only- Unused and unpaid service: 2 nights (67% of booking)- Booking.com compensation: 10%- Additional costs: Emergency alternative accommodationNet result: Significant financial loss plus ruined vacation time━━━━━━━━━━━━━━━━━━━━━━━━━━━━WHY THIS MATTERS FOR ALL TRAVELERS:If Booking.com's policies allow:- Hosts to break written commitments without consequences- Only 10% compensation for major service failures- Hosts to ignore dispute resolution processes- No accountability for unprofessional conductThen what meaningful protection do guests actually have?━━━━━━━━━━━━━━━━━━━━━━━━━━━━CURRENT STATUS:I am pursuing all available remedies:✓ Credit card chargeback (as recommended by European Consumer Centre)✓ Consumer protection agency complaints✓ Public reviews to warn other travelers━━━━━━━━━━━━━━━━━━━━━━━━━━━━MY RECOMMENDATIONS FOR TRAVELERS:1. Be aware that Booking.com's guest protection may be inadequate when hosts break promises2. Document everything in writing (messages, emails, photos)3. Do NOT leave a property based on host's verbal or written promises alone4. Use payment methods with strong buyer protection (credit cards with chargeback)5. Consider platforms with stronger consumer protection mechanisms━━━━━━━━━━━━━━━━━━━━━━━━━━━━CONCLUSION:This review is not just about one failed booking. It's about a systemic problem where:- Platforms collect commissions- Hosts can act unprofessionally without consequences- Consumers bear all the risk and losses- "Guest protection" proves inadequate when actually neededWould I use Booking.com again? Only with extreme caution and strong independent payment protection.Rating: 1/5 - Platform failed to provide adequate consumer protection despite clear evidence of host's breach of explicit written commitment.━━━━━━━━━━━━━━━━━━━━━━━━━━━━Note: All statements in this review are factual and documented. I have comprehensive evidence supporting every claim made here.
I booked a hotel and received confirmation. The hotel is on a remote part of India. I arrived at the hotel at night and the hotel manager said I have no reservations even though I showed him my reservation via booking.cp. he told me that the hotel is fully booked for hotel. There were no hotels and taxi near by and internet was also not working. I called booking.co for help and they could not escalate this situation to the hotel but found me an alternative in a different city ( I could have done it by myself). I told them there are no cabs and I cannot go to the hotel. They told me that they cannot help me further. I was stranded in a city with no alternatives and slept in a bus stand filled with mosquitos. My 80 year old father also suffered because of booking.co irresponsible behaviour.
support never answer, but a really big chois of the hotels
Never use this website. They protect scammers, not customers. They are thieves.
This company must have no employees as it's all AI, bots and impossibly difficult to use. I had to contact the hotel I booked directly to change a reservation. Don't use this booking service!!!
I book a apartment with booking, but online the pictures looks the apartment in perfect conditions BUT when booked the apartment ooo may good is completely in veryyyy bad condition in mains entry was full of rubbish bags and inside was completely a mess.I don’t remember to no one is a big scammers in booking .
I made a typo on my email for a booking. I have tried to contact customer services repeatedly to rectify. Every time I complete an online enquiry form they email me back asking for more information, which I provide, and then nothing. Absolutely rubbish customer service. Unable to make any contact.
I booked a flight through Booking.com and paid for extra luggage, only to find out from the airline that it wasn't successful. Booking.com asked me to pay the airline directly and promised a refund, but they are now ghosting me regarding the refund amount and timeline. Extremely unprofessional.
Don’t use this company. They allow scammers to take your money and they just don’t care.
Booking number: 5363727492 PIN code: 2730 Country: Bosnia and Herzegovina Property: Durić prenoćišteMy name is Valentina ZhukovaI previously provided a detailed description of the situation that occurred on January 10 in Bosnia and Herzegovina, when despite having a confirmed reservation for a group of 9 people, we were left without accommodation and did not receive timely or effective assistance from Booking.com support. Due to the lack of assistance, we were forced to book a significantly more expensive accommodation for safety reasons.Following your agent’s instructions, I submitted an invoice for compensation of the incurred expenses. Instead of a fair review, I received a refusal without a clear explanation, and my Booking.com account was blocked immediately after submitting the invoice, which deprived me of the ability to continue communication and protect my rights.Only after I was forced to file a public complaint, Booking.com representatives contacted me and my account was unblocked. However, despite this, the compensation issue remains unresolved.Today, I called Booking.com customer support twice to continue the review of my case. In both calls, agents stated that they were “checking the information,” after which the calls were disconnected by Booking.com. I received no follow-up, no explanation, and no resolution.In light of the above, I kindly request that you: • continue and complete the review of my case; • compensate the expenses I incurred due to the lack of assistance from Booking.com and the forced relocation; • provide a written response addressing this matter.I still expect fair and responsible treatment as a customer and a real resolution of this case rather than formal replies.All supporting documents have already been provided.Sincerely,Valentina ZhukovaBooking number: 5363727492PIN: 2730
I would like to formally express my disappointment with my stay at Blue Pyramids Eyes Hotel, booked through Booking.com under Confirmation Number: 5049700126.First, the customer service was very poor and unprofessional. Basic hotel amenities were missing upon check-in. There were no slippers, no complimentary coffee or tea, and only one bottle of water was provided despite there being three guests in the room.We specifically booked two king-size beds with one sofa, but the hotel only provided one king-size bed and one chair, which did not match the booking details. Additionally, only one towel was provided, and we had to request extra towels ourselves.There was also no tissue available in the living area. When I requested tissue, the staff only provided tissue meant for the toilet, not for the living space.Upon our arrival, the internet connection was not working. We were told it would be restored within 10 minutes, but it actually took more than one hour. On the third day, we were informed that no more complimentary drinking water would be provided, even though complimentary water is normally given daily.This hotel is quite expensive, and I have stayed in many hotels before. Booking.com is very familiar with my booking history as I always use the platform. Given the price and expectations, this experience was completely unacceptable.I paid properly for this stay, and the hotel clearly knew how many guests were checked in, yet they consistently provided amenities for only one person. This was the worst hotel experience I have ever had, especially considering that I was staying in a foreign country, which made the situation even more stressful.I hope Booking.com will seriously review this complaint and take appropriate action.
My experience with Booking.com as a platform was disappointing, not because of the hotel itself, but due to the handling of customer support.During an active stay, we contacted Booking.com with specific questions regarding guest safety and the accuracy of the property description, as well as an additional on-site charge that had not been clearly explained.While Booking.com initially responded to neutral inquiries, communication effectively stopped once our questions concerned safety standards and accountability. Despite repeated follow-ups and a declared response timeframe, we did not receive a clear written position on these issues.Instead, we received automated messages repeatedly requesting information that had already been provided multiple times (reservation number, PIN), which gave the impression of procedural delay rather than case resolution.For a platform positioning itself as a trusted intermediary, the lack of transparency and timely response in matters related to guest safety and unexpected charges is concerning.This experience showed that when issues become sensitive, customer support may prioritize risk avoidance over clear communication.
Unresponsive. The property they had on thei website was a scam and they didn’t do anything to provide alternatives . They stole $2000
i was in Madrid and the owner didn't show up, i have called him many times but the number shown in the appartment is not available at all
Customer service would not assist with a medical related refund. They insisted it was up to the hotel. Quality Inn in Morgan Hill now rebranded insisted it was up to Booking. Both just sat there at an impasse. They kept the $295 when this was a true medical related issue. Do not use Booking.
According to TrustPlane, Booking has a 1.1/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/booking-co
