Booking.com, one of the world’s largest online travel agencies, is facing backlash from disgruntled customers in India and beyond, who are sharing their unsatisfactory experiences across social media. From unaddressed refund issues to misleading listings and potential security concerns, the platform is under scrutiny for its handling of customer service and transparency.
One customer shared a frustrating experience of being left without a refund and no apology after relying on Booking.com for international travel. “Travelling from India to another country where you don’t know anyone, you trust platforms like Booking.com that can ease your travel. Happened the opposite with me and till date, I haven’t received a refund or even an apology from them,” the tweet reads, highlighting the ongoing lack of resolution despite repeated attempts for redress.
A similar complaint was echoed by another customer who faced issues with their booking being canceled last minute by the hotel, only to be offered an alternative in a subpar accommodation. Despite paying an advance, the user was unable to recover any of the funds. “Paid the advance payment, hotel cancelled the booking a day prior, attempted to put us in a shitty hotel and now won’t give any money back,” the user tweeted, pointing out serious lapses in the platform’s listings and refund policies.
Misleading listings have also emerged as a major concern. One Reddit post details how a user booked a property based on the description of a free pool, only to be charged an additional $100 per day for access after booking. “Booking.Com false advertisement,” the post began, with the user feeling misled by the platform’s failure to clarify the extra charges upfront.
Another disturbing trend involves security issues. A blog post from a concerned customer reported receiving suspicious messages through the Booking.com app, allegedly from a hotel they had booked. The messages contained a fraudulent payment link, which prompted the user to cancel the booking after discovering it was a scam. Booking.com has been alerted to such scams, with over 500 similar cases reported to the UK’s national fraud center between June 2023 and September 2024, leading to over £370,000 in losses. Customers are increasingly wary of phishing attempts and compromised account security on the platform.
Despite these mounting complaints, Booking.com continues to face challenges in addressing the core issues that affect its customers. As more travelers share their negative experiences online, the platform’s reputation is taking a hit. Consumers are calling for more transparency, prompt refunds, and improved security measures to ensure a safer and more reliable booking experience.
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