Harsh refund penalty, Booking.com shouldn't have such policies, to pay over 900 Euro as a mistake is terrible, they should allow partial refunds. Customer service is non existence, no one replies to your messages or emails. Date of experience: November 27, 2024I had booked what I thought was a refundable ticket for a trip that was 62 days from the arrival date, buried in the fine print was the fact that I can to cancel 60 days before the arrival date. I suspected that there was going to be a massive layoff which is why I wanted a refundable rate. Well, yes, I was laid off and canceled by trip 45 days prior to arrival! Nope - Booking.com would NOT refund me. They instructed me to go to Coventry Motor Inn which is the hotel I booked my stay at. I've sent 2 email messages explaining the circumstances and CRICKETS! I'll be posting a review for Coventry Motor Inn as well. Tip for consumers:n/a Products used:n/a Service Value Shipping Returns Quality Date of experience: December 16, 2024They have the worst client service. They do not help at all. We had scammers who lied about an apartment we booked, when we were there it was not safe and basically nothing was ok about the apartment. I called booking and cancelled the apartment. I demanded my money back but booking do not want to help and each time I call the line cuts off and I get someone else. In one day I told my story 8 times from scratch and spent 2 hours on the phone, my day was ruined. Shame on booking not punishing scammers and give them free pass, as long as booking get their percentage they do not care. For me after being a client for more than a decade I will never use booking again and won't recommend it to anyone. We lost now 940€! Service Value Returns Quality Date of experience: December 28, 2024Was frauded by an accomodation listed on booking.com. Paid in June in full, booking was for October arrived in Athens, accomodation never answered our calls and messages. We were promised an immediate refund by booking.com, which to date almost a month after, no refunds were made. No call backs were made. No one replies to messages. Waiting time to for booking.com to check your details is 28mins and then they hang up. No accountability, no clarity. Something is up to no good with booking.com Products used:Accomodation which booking.com are denying responsibility. Even though full payment and booking was done through their website. Service Value Shipping Returns Quality Date of experience: November 19, 2024I had someone else log into my account and make a booking using my rewards points. I use 2FA and they could still get in! No alerts, no upcoming trip notifications, nothing. I can't close my account because of a "technical error" and booking.com refuse to close my account. Pitiful. Service Value Shipping Returns Quality Date of experience: November 10, 2024I do not recommend Booking.com. This summer, while traveling with my two sons in Italy, our reservation in Naples was canceled by the property owner just 2 hours before our arrival. Despite their advertisements promising 24/7 support, Booking.com turned out to be completely unreachable: I spent an hour listening to a recorded message saying their service was overloaded. In an emergency situation in an unsafe area of central Naples, I tried to make last-minute bookings for two consecutive accommodations through their platform. Booking.com immediately charged both amounts, but neither of the property owners showed up to hand over the keys. After two hours of searching on-site, we were forced to stay at a hotel in central Naples with questionable clientele, for an exorbitant price of 450 euros for one night. Since returning, I have made over 20 calls to Booking.com's so-called "support service," which appears to be outsourced and ineffective. No refunds, no acknowledgment of the platform's failures. Worse still, some fraudulent listings remain active: one of the addresses led us to a dangerous area (with drug traffickers in the streets), where even the police advised us to leave quickly for our safety. In summary: Booking.com neither protects its clients nor ensures their safety and takes no responsibility for serious issues. Avoid at all costs if you value peace of mind and safety while traveling. Service Value Shipping Returns Quality Date of experience: November 20, 2024Tried using booking.com for the first time and they say free cancellation NOT! Booked Oct 30,2024 and tried to cancel and change an all inclusive vacation and they still charged me $500 …. NEVER book with them!