Booking.com Reviews 

★ 1/5 — A platform that leaves hosts carrying the consequences

My experience with Booking.com has been extremely disappointing and, frankly, alarming.

I had a guest who retained my property's security keys after checkout and continued to have possession of them. This was not a misunderstanding. The guest's own messages on Booking.com's platform clearly acknowledged that he had the keys, said he would return them, and accepted the charges.

I repeatedly reported the situation to Booking.com and asked them to intervene because this was a property security issue, not simply a routine damage claim.

Despite having the entire communication history on its own platform, Booking.com's response was slow, repetitive and largely consisted of asking me to wait. I repeatedly had to explain the same basic facts to different representatives.

The consequences were serious. I had to deal with security concerns affecting my property and subsequent bookings, including losses of more than £1,800. Yet instead of properly resolving the situation, Booking.com eventually asked me to provide an invoice for replacement keys as evidence.

Think about that: the guest had acknowledged retaining the keys, Booking.com had the messages proving it, Booking.com knew about the situation, and yet the burden was still pushed back onto the host.

What is particularly disturbing is that Booking.com appears far more concerned with following a rigid internal process than protecting the host whose property is being used through its platform.

The platform makes money by connecting guests with hosts, but when something goes seriously wrong, the host can be left dealing with the security risk, financial loss and consequences largely on their own.

I have kept the complete Booking.com communication history and supporting evidence and am now considering formal legal action regarding the way this matter was handled.

If you are a host, think very carefully about what happens when a serious problem occurs — because my experience has shown me that having evidence and repeatedly reporting a serious security issue does not necessarily mean Booking.com will protect you or resolve it promptly.

This has completely changed my view of Booking.com as a platform for property owners.

Hoteliers deserve better from Booking.com. 🏨
Hotel id 2808444. A guest booked a stay at our property (pay at hotel), then cancelled almost immediately. The stay never happened, the guest paid nothing, yet Booking.com still charged us commission. We've raised it through the Extranet and received only copy-paste replies
We work hard every day to welcome guests and keep our properties running. But when something goes wrong with Booking.com, we're left alone.
❌ No real support. Messages go unanswered, or we get copy-paste replies that solve nothing.
❌ Wrong invoices. Incorrect charges and commissions, with no clear explanation.
❌ A finance team that doesn't listen. Disputes drag on for weeks, we are charged with incorrect invoices.
❌ No understanding of our reality. Small and independent hoteliers carry the costs and the risk, while the platform decides the rules.
A partnership should mean respect, transparency and accountability on both sides. Right now, it feels like one-sided power.
#bookingcom #hoteliers #hospitalityindustry #hotelowners #independenthotels #fairtreatment #hotelbusiness #hospitality #supportsmallbusiness #hotelmanagement

I'd like to say thanks ldo much to Joe 19 railway street for making me and my partner so welcome I lisburn I had procedure in belfast and Joe's Airbnb was so tranquil and lovely retreat yo stay I to recover for the night I never seen a host like Joe before who had such beautiful Airbnb so calming clean and evrtying provided to make your stay comfortable thanks so much Joe I would highly recommend Joe's property yo anyone it is beautiful clean and so relaxing

I booked a small hotel in Indonesia for one night.the cost was $11 the fee was supposed to come out of the booking amount.but booking .com took $78 separately,..itried to recoup that fee,but getting on to booking.com was impossible. They are scammers.and when I tried to delete them from my browser ,and them having my details that was even worse.stay away from them.