Booking.com Arvostelua 632

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 IT

I WAS LEFT HOMELESS ON THE OTHER SIDE OF THE WORLD

I would give no stars if I could. The last 2 bookings I have made with booking.com have resulted in my details being leaked by booking.com I have received WhatsApp messages pretending to be the accommodation contacting me. More recently I have had an email supposedly from booking.com about this , not trusting that it is genuine I have tried without success to contact booking.com but I just go round in circles as it only gives an option to contact the particular hotel but I want to contact booking.com as this is their issue. Our details should not be leaked to 3rd parties. I have a property that I was thinking of putting on booking.com but this security breach has really put me off and the lack of being able to contact booking.com directly

They have the worst customer service in the world. I was booked at hotel got to the location and the hotel is longer in business. It was bought by another chain. They would not honor my booking and said I could pay for room....a room I paid booking.com for. It's been 3 weeks and all I can get on the phone is AI robot....I will never use them again and suggest no one else does . BEWARE I consider it theft for services I paid for but never rendered....the fact you cant speak to a human is ridiculous!! I lost over 100 dollars !!! They are the WORST

Hi
I booked Hilton hotel room for myself my wife and son with booking.com.
I received confirmation email from booking.com for two adults only not for child.
When we reach in hotel, reception staff told me that you need to pay extra money for your child.
Then I paid extra money for change room.
Really I was disappointed.

Received scam whatsapp messages clearly from a security breach of booking.com.

Their complaints procedure is not documented and I strongly believe it is non existent. After several calls and emails where I provided clear evidence, I am still waiting to get any sort of apology, acknowledgement or any response at all!

Utterly appalled at the lack of accountability, process and care.

Your personal details are not safe with this company, and the customer service is the worst I've ever come across.

clear

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I will never use this website again - scammers - I was cheated by the hotel when they refused to refund my prepayment for the first night, and I canceled my reservation free of charge within the specified time - Booking.com initially agreed with me, but later someone else wrote to me that I was not entitled to a refund ant that it I provide evidence that I had been cheated - never again Booking.com

I booked an apartment in Dubai for 8 nights in February 2026 3 weeks in advance

Host cancelled the booking less than half a day left on my arrival along with a family of 3 kids less than 6 years old.

Contacted customer service and i was told on multiple occasions that they will accommodate for this inconvenience and will compensate the difference as last minute bookings were more than double

All this hassle cost me over £1000 and all they did was offered me a 25 euro refund .. such a joke
Never believe what they say
Never book through them

No customer service/care … you end up staying horrible (pictures and feedbacks are not reliable) places when you complain you get no response

Hey people, please do not trust booking.com I faced a real bad situation and they ignored me , stole my money with no honesty, I’m not recommending them and I’ll publish my story to the hole world booking.com you have to be honest with your genius clients at least but people are poor they don’t know how to take their rights , let the people know how this company treats their customers

After booking a hotel through the app, we were directed to make an off-platform payment and keep record of it within the app. What began as a £400 booking ultimately became a £1,500 payment, and we later discover the hotel no longer exists on the platform.
Following the payment we were contacted by the hotel claiming the credit card t guarantee the hotel didn't work, despite us making a bank transfer to secure the booking. Thinking this might be a holding fee, we tried again and once they said it didn't work I gave another card details. Two further payments of £500 were taken as a "guarantee" with assurance that is was a holding fee that would be refunded within three days which never happened.
After chasing for answers, both of our accounts were frauded and frozen, we reported everything and provided full evidence including matching contact detail between booking.com, WhatsApp and the booking information.
To their credit booking.com initially apologised, acknowledged the situation and confirmed n writing that they would provide a full refund if the hotel did not. We supplied all the information immediately.
Months later the matter is still not resolved. We have spent hours on the phone, received inconsistent information that "in 5 days it will be paid" to then "it has been processed to the internal team again". Most concerning was a recent conversation where we asked to speak to a manager who responded with an attitude and when asked "forget the refund what's happening about the fraud" she said "nothing".
Is this the level of service we should expect? We spent 10k with booking.com last year. I sincerely hope this is reviewed urgently and brought to a proper conclusion as the ongoing lack of closure is the most troubling part of this nonsense.
Prestige Apartment Leone, 20th Feb-23rd February 2026.

I had a great experience with the team at Zedwell, especially Leela, who went above and beyond during our stay. We had paid for a late checkout through Booking.com, but it hadn’t been recognised in the hotel system. Leela was incredibly helpful, patient, and proactive in sorting the issue quickly and professionally, which took a lot of stress off us. Her friendly attitude and willingness to help really made a difference to our stay. Thank you again for such excellent customer service! ⭐️

When I requested the cancellation of a hotel reservation, booking.com advised that they would attempt to help but would need agreement from their 'partner' ie the hotel. They came back to say the hotel had refused the cancellation. When I telephone the said hotel and spoke to the Receptionist she was adamant that booking.com had not contacted the hotel at all. So, a lie. The Receptionist would be happy to cancel but unfortunately the money goes to booking.com first so only they can agree the cancellation. The lesson? NEVER NEVER book through a third party such as booking.com.

For the first time I used booking.com for my flights, never again!!! Absolutely useless, problematic and unhelpful. I have used them for accommodation plenty of times with mostly good results but flights DO NOT USE.

Used Booking.com for years and been happy, but booked 3 rooms in Palais Moulay Marrekech for the end of February through booking.com.

My contract was with them, but they removed the hotel from their website, but neglected to tell me, the hotel charged my credit card the full amount for all 3 rooms without my consent in early December. booking.com are not interested , but my contract was with them not the hotel.
A dreadful experience before we got to the hotel. Be aware other travellers are posting reports concerning booking.com

I booked an apartment in June 2025 and took the option of paying later. In the meantime my credit card company changed from master card to visa and I revived a new one. I then updated the card number so the transaction would still be honoured and found a £128 fee was added. I called customer service to ask why and was told they had cancelled the booking as I refused to pay the costs (I at no point mentioned anything about cancellation as I had bought and payed for my flights with another company.). I was then told that the hotel wanted £1250 on top of the original price to re-book. I then found on booking.com the original apartment for the original price and booked it again only this time paying in full whilst still on the phone to the customer service advisor. He then told me that the hotel had cancelled my reservation and a refund would be made in 7 days. I read the cancellation details for the said booking and it said that it was cancelled by customer and there would be no refund. I continued to contact customer support many times and asked that they listen to the recording of my telephone conversation to which they have refused to do. My recommendation is to not trust or use booking.com as I believe they are only wanting to scam you out of as much money as possible.

I booked a ticket for my family well in advance for October 2026 to secure a good deal. I received a booking confirmation, which confirmed the reservation was successful. Later, I unexpectedly received a cancellation email.
When I contacted customer service, the experience became extremely frustrating and confusing. One agent told me I would not receive a refund, claiming that I cancelled the ticket myself, which is completely untrue. Another agent gave a different explanation, stating that the booking was cancelled due to class availability and that I would need to pay an additional £2,000 to rebook the same ticket. I was also told to contact the airline directly, despite the fact that I did not book with the airline, I booked through Booking.com.
Receiving multiple, conflicting explanations from different agents is unacceptable and unprofessional. If the class was unavailable, it should never have been confirmed in the first place. Being falsely told that I cancelled the booking myself, and then being asked to pay thousands of pounds more, feels misleading and deeply unfair.
There was no accountability, no clear explanation, and no respect shown to me as a customer. This experience has completely destroyed my trust in Booking.com. I would strongly caution anyone booking important or long-term travel, especially family trips, to think twice before using this platform.