What users hate. Clustered.

1- and 2-star reviews grouped into themes with verbatim examples. Each cluster is a wedge a competitor could exploit.

184 reviews·9 themes

Poor Customer Service
Reviews mentioning unhelpful or non-existent customer support
63
reviews
- “Terrible customer service — Customer service is ALL AI GETTING NO WHERE TALKING TO A COMPUTER!!!”
- “Horrible customer service 0stars — I recently booked a hotel stay using this app, that I’ve used a few times before with no issues so I’m very familiar with it.”
- “Awful customer service — Avoid at any cost!”
Booking Issues and Errors
Reviews mentioning problems with booking, such as errors, cancellations, or incorrect information
31
reviews
- “Booked a property that didn’t exist — no refund after 7 calls — I booked an accommodation through Booking.com that literally did not exist when I arrived.”
- “Changed my dates and hosed me! — Tried to book a hotel - changed the date due to landing after midnight then a non refundable booking on the wrong day.”
- “Booking not reflecting — This was an extremely unacceptable and frustrating experience.”
Hidden Fees and Unexpected Charges
Reviews mentioning unexpected fees or charges, such as cleaning fees or pet fees
17
reviews
- “Bad Business — Booked a $75/night room for two nights only to find out there was a $177 cleaning fee!”
- “Watch out for hidden fees — When I went to pay for my trip, a $50 pet fee showed up.”
- “Undisclosed fee required at check in and additional fees charged over $100 at ch — No disclosed fees charges in over $100 upon checkout not disclosed by booking.com.”
App Functionality and Technical Issues
Reviews mentioning problems with the app, such as crashes, errors, or poor design
14
reviews
- “Terrible -- Website far superior — Crashes frequently, would not allow credit card payment -- said try again later, errors out, features mobile only properties which is stupid since the app sucks, and the booking button on some properties just sticks and doesn't allow you to”
- “Broken app — So it forgets everything that exists on the desktop website, then the sign in button stopped working after reinstalling it from scratch, useless app for a traveler that doesn’t use a desktop.”
- “Keeps Malfunctioning — Used to work great.. Not Now!”
Scams and Fraud
Reviews mentioning scams, fraud, or theft, such as stolen credit card information or fake bookings
10
reviews
- “Scam — Sold me a room with several amenities listed that I only found out on arrival the hotel doesn’t offer.”
- “Scam Artists Alert — I paid for the trip cancel protection. My hotel CANCELED my reservation due to my room FLOODING!”
- “Booking. Com is a Scam — Do not get the insurance. They do not honor it.”
Hotel and Property Issues
Reviews mentioning problems with hotels or properties, such as poor conditions, cleanliness, or amenities
9
reviews
- “Dump to stay at — 1974 nasty rooms”
- “Do not stay here — I had a really disappointing experience staying here.”
- “Total disappointment — Stayed over this weekend, there was NO shampoo or consider or soap in the room when we got here.”
Refund and Cancellation Issues
Reviews mentioning problems with refunds or cancellations, such as difficulty getting a refund or being charged for cancellations
8
reviews
- “False 'free-reimbursement' — Please think twice before you make a hotel reservation using booking.com.”
- “Worse experience with refund — Have to call multiple times for refund.”
- “BOOKING.CON PREVENTS APPROVED REFUNDS — i booked a stay at a hotel & had to change the dates.”
Lack of Transparency and Communication
Reviews mentioning lack of transparency or communication from Booking.com, such as unclear policies or unresponsive support
6
reviews
- “No customer service and wrong charges — I will no use this application anymore and i strongly suggest to anyone to use.”
- “No way to communicate with Booking! — There is no way to communicate with Booking dot com in the App.”
- “The experience was frustrating. — The experience was confusing and frustrating.”
Overcharging and Price Issues
Reviews mentioning problems with prices, such as being overcharged or quoted incorrect prices
5
reviews
- “Prices — Prices used to be great Now they are just horrible”
- “The Absolute Worst — I arrived at the hotel I was scheduled to stay at and paid thru this app which charged me more than enough for the two rooms for one night but only approved one of the rooms when I arrived.”
- “Wrong Charges, Zero Response and refuse to proceed promised refund after 7 month — Avoid Booking.com if you value accountability and do not want any random extra charges.”

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