Do you agree with Booking.com's TrustScore? Voice your opinion today and hear what 607 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 March 5, 2026.
I literally booked a property 90 minutes ago, had to cancel due to a car accident my husband was in and they still charged me over $500.00 This is absolutely ludicrous! I will NEVER deal with BOOKING.COM AGAIN!
Booked accommodation at Fez though booking.com it was a scam well known by the locals. Contacted booking..com (which they make extremely difficult) and they didn’t even reply! Called them which was also difficult and they kept cutting the call! Completely useless terrible customer service
My flight is cancelled. The flight company says 'contact booking.com' to be refunded and booking.com says 'comtact the airplane. Impoasible to reach booking.com help line!
Wouldn’t even give 1 star if I was able to continue, don’t issue refunds and blame the property, talking to foreigners on the phone who I can’t understand and they pretend they can’t hear you and cut you off, also they play dumb when you ask for complaints department, will never ever use booking.com again, for information refund is because property was inhabitable, blood on bedsheets exc
Booked accommodation through the platform and was defrauded by the property taking my payment 4 times through a 3rd party platform. Cancelled per their policy which should have got me a full refund. Booking.com promised a refund but only part-paid it leaving me out of pocket. This despite 3 phone calls and messaging that they are now not responding to. AVOID!
I had booked 2 times with booking.com for air line tickets. Domestic tickets in India both times. I had terrible experience both the times. Though it looked price competitive- i had trouble both times. Today the cancellation cost me 43$+ fee for a 53$ total ticket. First time I changed the dates and I was suffered then too. There is no phone number to talk from USA [customer support] and terrible waiting time [24 hrs and more] by chat. I will never ever try this again and ask any one to stay as far away possible from booking.com
Booked a ski chalet but arrived to find it already occupied so double booked by booking dot com Had to urgently book alternative accommodation but cost me an additional £214 compared to the original price which booking dot com refused to refund. Absolutely terrible customer service!
We chose Booking.com because we believed that booking through a global platform would provide a layer of protection and reliability.Unfortunately, our experience in Norway was very different from what we expected.The apartment we booked (one year in advance for a 50th birthday celebration) was materially different from the photos and description published on the platform. Missing furniture, broken lighting, serious hygiene issues, dirty dishes, leftovers in the fridge, an unusable oven, and a bedroom that was cold and not suitable for use. Everything was documented with photographs.We submitted a formal complaint and uploaded four photos with our review on Booking.com showing the actual condition of the property. Those photos were not published. After contacting customer service by phone, we were informed that they would not be posted.At the same time, the listing remains active with the original promotional images still visible.The only compensation offered so far has been a minimal travel credit representing either a very small amount or the platform’s commission — not a refund proportional to the discrepancy.If we had wanted to take the risk of booking a property that does not match its listing, we would have booked independently. We chose Booking.com precisely because it presents itself as a trusted intermediary.When documented discrepancies are reported, guest photos are not published, and no meaningful remedy is provided, it raises serious concerns about transparency and consumer protection.We are now pursuing formal channels to seek resolution.I hope future travellers are able to make fully informed decisions.
DO NOT BOOK TRANSFERS WITH BOOKING.COMMy mum had booked a transfer from JFK to our hotel back in January 2026. This transfer did not show up, there was no way to contact the driver, after waiting over an hour, in a city we didn't know, at 8pm, we had to find another transfer. We were scammed and had to pay $300 for this taxi ride. When I finally found an email to report this issue to booking.com, they took weeks to respond, then asked for receipts, which I had already provided in my first email. We are now in March and nothing has been done about our extra cost and our vulnerability being left in a city at night. DO NOT TRUST BOOKING.COM. They are terrible with handling any complaints as well as being untrustworthy.
Shockingly bad customer service. I have too many examples to list here, but I am a host so sadly need to call them when they mess up, which is frequently. The agents read from a script and have no idea what they’re doing. If you’re a host I recommend prioritising Airbnb who are brilliant.
One of worst company ever experienced They are running scam company not booking .com not value for customer money never gonna use again I made phone call 3 hours wait no response worst ever decision chose booking.com
We had five days here, great location, clean, secure, would stay here again!
We are a host... Booking makes it very easy for scammers to stay free of charge in your rental. They cancel bookings if a host doesn't respond within 30 min to their email. Even though the guest is in the flat. This happened to us on numerous occasions. Booking will not take responsibility for that and just says your fault fir not responding in time! They drop the phone call mid sentence... Or call you back and just drop the call again so you have to start a new process... It's incredibly stressful. Another customers gave 1 star because they couldn't find the way to the flat due to road works. We guided them to the flat via phone, others we have meat by car and heeled then to get there, but they just were not happy about how hard it was to find... booking kept their review but didn't allow our reply to be published, it was a kind reply just explaining that this is due to roadworks out of our control... also refusing to take the review down even though it goes against their own policy which says that these kind of comments are against the rules... but no.... As a host you are on the bad side of the deal at all times.Right now, I have guests in my flat who called booking saying they can't get in. While they where on the phone with me booking cancelled their booking without us knowing while the customer have been on the phone with me! They threatened to punish me amongst other things! I am dreading how they will leave my flat and booking just said it's my fault fir not responding to their email within 30 min. I am in shock and speechless.I would not recommend to anyone to rent out your flat/house through booking.com.
I've given one star because you can't give a minus score. I just booked a one night stay in Rome and used the site to book the bus tickets from the airport. The tickets were only £6 each so I booked returns for my wife and I (£24). When the confirmation came through I immediately realised that I'd booked from the wrong airport so I contacted booking.com to amend them. Bearing in mind that the tickets from the correct airport cost the same and the journey time is pretty much the same but I was told I couldn't amend them. I also contacted the bus company who wouldn't help either. You would think that the tickets could be used on any route or at least amended. I know its only £24 but how mean can a company be. The trip is a month away so its hardly a big deal to exchange them. Very short sighted company with very poor customer service. I definitely will never use them again.
A different customers booking has somehow been connected to my booking.com account. This isn't fraud - no one has accessed my account or payment details - there is no security problem from my end. This is 100% an error with the booking.com system, and it appears to be a worryingly common issue, if you look through these reviews. In my account page, I now have confidential data about a different booking.com customer. I have repeatedly tried to explain this to booking.com but they are either unable or unwilling to care about customer data breaches! Who knows what they're doing with your data! My only recourse is to delete my account.
Just the worst experience ever. Booked a flight return from Madrid to JFK. Return flight cancelled so had to stay in NYC for an additional 2 days and then book a new flight. Have now spent 4 weeks every day trying to get customer service to acknowledge that my flight was cancelled and after 3 weeks of back and forth that now say they require written confirmation from the airline (AA) that the flight was cancelled. Really poor and frustrating service ( or lack of)
I am writing this to warn other travelers about a property on Booking.com called Loch Aweside Forest Cabins (managed by a host named David).This host operates in direct violation of safety policies by demanding private bank transfers for deposits immediately after booking. When I needed to cancel, the host refused to waive the platform fee despite already holding my £150 cash deposit—effectively trying to double-charge me for the same cancellation.When I refused to be scammed, the host’s behavior turned into harassment. He sent aggressive emails, called me a 'con,' and tried to intimidate me with a fake 'full trip charge' threat of £742. Booking.com eventually had to step in to protect me from these predatory tactics and cancelled the booking on my behalf.DO NOT send this host money off-platform. If you book here, you are risking your financial safety and will be subjected to bullying if you challenge their 'rules.' Booking.com should remove this partner immediately
Booking.com are horrendous to deal with!! The hotel has agreed to refund me, as there was an issue. Booking.com are making it so hard to contact them to get my money back! Very very bad customer service!!!
Booked and didn't read small print booking was a "partner offer" with "UNITRIP INTERNATIONAL PTE. LIMITED.". Effectively booking just facilitated passing my money to scam company. Then washed their hands of it. Hotel claim no knowledge of alleged booking. Money down drain. Don't use are be very careful of this type of scam.
BOOKING.COM ALLOW FAKE HOTELS ON THEIR WEBSITE AND DO NOT GIVE REFUNDS FOR ITI WAS LEFT HOMELESS ON THE OTHER SIDE OF THE WORLD
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-co-uk
