Booking.com: Hotels & Travel | App Report, Store and Ranking Data

Booked a small 3 day vacation for me and my 4 kids. Showed up, my booking dates were wrong, I “missed” my day of check in so booking said the hotel would move my dates and I would be able to to stay for the days I actually booked, the hotel said I could have my room for today but pay for the “extra” night that I didn’t set any money aside for and was the reason I had used booking to pay for our rooms in full ahead of time. Booking said the hotel would refund me fully and they would find me another hotel, the hotel said that wasn’t possible due to policy. Finally had the manager in front of me, the support help on the phone and as I had to repeat the hotel’s policy myself to booking support that the hotel could not fix their screw up, I was placed on hold to “find a better solution” and was hung up on. My first day of our trip was ruined because of booking and their support team consistently giving me the go around and what I felt like lied to me. The hotel helped me amazingly WITHOUT THE HELP OF BOOKING.COM, gave me my rooms as a amazing discount so we could afford to fix their mistake. They also gave me documentation of bookings emails confirming they lied when they told me that our nights where never booked by the hotel itself and that was the supposed issue they told me the first time I called, they gave me my receipts for the “extra nights and I’ll be receiving the phone call recording they took telling booking that a part of it was non refundable. If you experience the same thing, speak directly to a manager and have a manager present while your on the phone with booking because they LACK communication skills and will tell you something totally different and leaving you to believe it’s the hotels fault. And ALWAYS ask for documentation where they have it, because this is ridiculous, it was ridiculous I was hung up on when I confronted the issue and lie, and I refuse for booking to solely go off “notes” they keep on your booking profile. Needless to say I’ll never do this again, I’ll be booking through hotels directly for now on, and quadruple checking my date bookings, the discount isn’t worth the stress when they mess up.

Update: Booking responded to my review telling me to contact their customer service. The point is that their customer service is TERRIBLE. 3 calls, first one didn’t do anything that they said the would & also said they’d call me back in 30 minutes. They did call me back at 1 am (4 hours later) from a Singapore number. I have to pay international phone rates for customer service? Second customer service person put me on hold for 15 minutes then disconnected the call. Claimed (according to customer service agent 3 to have called me back- but they never did. Third customer service agent may have fixed the issue, but if it fixed it is 100% due to the goodwill of the hotel. We’ll see when the credit card statement comes. Terrible company when you need human help. Terrible company. Terrible support. They will not do what they say they will do. I made a reservation for a first floor room. When I got there, none were available nor was there an elevator or other accommodation. The rep was supposed to cancel the reservation (never did it) and rebook with a room that could accommodate my physical limitations within 30 minutes. Did not hear back, booked another room on my own. Apparently Booking called me back 4 hours later from a Singapore number ( 1 a.m.) to let me know they had booked me back at the same motel for a higher rate! It’s taken multiple calls and there are still no guarantees that I won’t be charged. Terrible company, terrible support for people with physical limitations.

This app has previously been so reliable, but after setting up a car rental, the agency didn’t have any units available, in attempting to contact me, they are only given a phone number to contact bookingdotcom so of course they never reached me. They had no cars, and I didn’t find out until it was time to pick up. In trying to seek alternatives, bookingdotcom offers no assistance, there is ZERO customer support for when things don’t go as planned. There is no simple way to reach an operator or staff by phone, when you reach out via email you’re sent on a wild goose chase of a collection of phone numbers that dead end (I think 6 different phone numbers). When reaching by phone they ask for a confirmation number and pin code, supposedly listed on your confirmation email, but not real clearly. These numbers in your confirmation actually have seven or eight different names like “confirmation number” or “reservation number” etc. ridiculous, confusing, embarrassing and frustrating only to find out that the staff members wh do reach out, usually by email, will just inform you that they can’t help you, it’s your fault or you did something wrong, excuse after excuse, but no actual help. So if you invested thousands of dollars on an expense and well-planned vacation, ANY facet of which, having been planned using bookingdotcom or any third party app can potentially be RUINED. FACTS. No apology, no response from the company, no responsibility, no help. Nothing. DONT USE THIS APP.

If your flight gets cancelled last minute and you go to book a room and see a button that says “book a room for tonight”, don’t trust it. I was tired and desperate and fell for that one. It was 11:15pm and the airport had locked the terminal. My wife and I did not want to spend the night on the streets of Newark, so we were thrilled to click that button and see that there was indeed a room available “tonight” at the Holiday Inn. Of course, upon arriving, we realized that Booking.com has their own definition of the word “tonight”. They use it to describe tomorrow night. I guess I should have booked a room for “last night”. I know they are going to say: “you should have called us”. Yeah. I did. They just regurgitated what the hotel told me: “the reservation you made 15 minutes ago with one click of a button is non-refundable. Sorry, bad luck for you”.

الفندق سيء جداً جداً جداً اعتمادهم الكلي على الموقع لان للامانه نصوحوني الاصدقاء بعدم السكن فيه لكن لوجوده في الافنيوز اخترته الغرف تمام لكن ‏الخدمة سيئة جدا موظفين سيئين أيضا وغير متفاعلين ولا يساعدون ولما تطلب طلب يرسلونك للرسبشن اصعد الاشياء الغرف لازم رسبشن ومافي غير موظفيين اثنين وزحمه وتقعد تنتظر ربع ساعه عشر دقايق اقل شي دخلت من المول معاي شنطه جديده الموظفه اللي عند الباب اسمها منى تصرخ جيبوا الشنطه تتفتش اول زين الله لا يهينج تعالي كلميني باسلوب محترم كلهم غير محترفين وسيئين واتمنى فعلاً من ادارة الفندق الالتفاف لهذي المهزله اللي صايره طلبت قبل يوم التشيك اوت ساعتين زياده اخذ البطاقات وعطاني بطايق جديده اجي اليوم الثاني البطاقه ماتشتغل اتصل محد يرد اطلب من موظف معاي في الطابق مساعده يقول انزلي الرسبشن شلون هذا فندق هذا مب فندق هذا مكان اقامه بس لان الفندق سكن وخدمه

Terrible company. Terrible support. They will not do what they say they will do. I made a reservation for a first floor room. When I got there, none were available nor was there an elevator or other accommodation. The rep was supposed to cancel the reservation (never did it) and rebook with a room that could accommodate my physical limitations within 30 minutes. Did not hear back, booked another room on my own. Apparently Booking called me back 4 hours later from a Singapore number ( 1 a.m.) to let me know they had booked me back at the same motel for a higher rate! It’s taken multiple calls and there are still no guarantees that I won’t be charged. Terrible company, terrible support for people with physical limitations.

Booking just charged me for 2 hotels they canceled after I showed up and told them the state of the hotels, false advertising at its finest! I was charged almost $200 each property that was canceled immediately upon arrival, I tried to message a customer service representative on their website and app and it won’t allow me so I called the customer service number and the associate said there’s nothing he can do and they do not have a manager or supervisor. They’re taking peoples money for literally nothing.