Sarah M.
3 reviews · 🇬🇧 GB
Paid in full for a week in Portugal in March. Six days before travel Booking.com cancelled it, blaming a check-in restriction their own site had let me book around. The refund could take a month, so I couldn't afford a replacement. Offered £50 in credit as an apology. Never again.
Date of experience: Aug 10, 2026
Jonas E.
14 reviews · 🇸🇪 SE
I've booked hotels across Europe for work through the app for years. Free cancellation on most, Genius discounts stack up, and the map filter is the best out there. Honestly the horror stories haven't been my experience.
Date of experience: Aug 5, 2026
Nadia K.
1 review · 🇫🇷 FR
Arrived in Lisbon at 11pm to an address where nobody had heard of the listing. Spent forty minutes with the chatbot before a human told me to 'resolve it with the property'. Paid for a hotel out of pocket. Two months later I have credit vouchers, not my money.
Date of experience: Jun 28, 2026
Reply from Booking.com
Hi Nadia, we're really sorry this happened. We've asked our team to review your case and reach out to you directly about the refund. Please keep an eye on your Booking.com inbox.
Ben C.
2 reviews · 🇺🇸 US
The site froze at payment, so I retried and ended up with two identical reservations and two charges. The hotel could see only one. Booking.com and the hotel each said the other had to cancel it. My bank sorted it in the end, not them.
Date of experience: Jun 5, 2026
Lucy A.
8 reviews · 🇬🇧 GB
Prices are usually as good as booking direct and the reviews are useful. I docked a star because when a host in Croatia asked me to pay via WhatsApp, the fraud report went nowhere. Stay inside the app and it's fine.
Date of experience: May 30, 2026
Rajesh V.
1 review · 🇮🇳 IN
Booked flights through them, the airline dropped the route, and the refund has been 'in progress' for eleven weeks. Every call goes through a phone menu that loops back to the start. Book flights directly with the airline.
Date of experience: Jan 20, 2026
Emma R.
5 reviews · 🇦🇺 AU
The booking itself was smooth and the hotel was as described. I only needed to change a date and it took three chat sessions to get confirmation. Average experience overall.
Date of experience: Feb 27, 2026
Mateo G.
6 reviews · 🇪🇸 ES
Had to cancel a Rome hotel two days before because of illness. Cancelled in the app, money back on my card within a week without speaking to anyone. Exactly what the listing said.
Date of experience: Dec 15, 2025
Reply from Booking.com
Thanks Mateo, we're glad it was straightforward and hope you're feeling better. See you on your next trip!
Karen W.
2 reviews · 🇨🇦 CA
Villa was rated 9.2 with lovely photos. We got mouldy bathrooms and a broken air-con in July. Sent photos the same day and received a partial 'goodwill' credit weeks later. The platform seems to side with the host unless you fight.
Date of experience: Sep 14, 2025
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