Booking.com Customer Service Contacts

Bookings.com is not user friendly. I booked a Holiday for 14 days , between 20 March 2027 and 3 April 2027. Payment Scheduled advertized before 4 March 2027. No email received, only emmediate demand of payment on credit card. Compared to other holiday services, these are poor admin and noking concepts.

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Pieter White

I have raised the same complaint numerous times but still fail to get a satisfactory response. Telephoning is useless as it takes ages to get through , explain the issue in full every time and never get anywhere except advisor saying they will escalate it. My complaint was first raised in January . I have recently sent a recorded delivery complaint with all supporting evidence but still no response. Atrocious customer service

best flight

I’ve tried and tried to get a human to help with insurance I got for my trip. My email confirmation was accidentally deleted. I called the 24/7 customer service number getting an AI that asks for your reservation number and won’t put you through to a human if you can’t come up with one. I’m sick at tired of getting the runaround. It’s the same way with the messaging system! Why must it be so frustrating and difficult! Will not recommend and won’t use again!

In December 2025, I booked and paid for accommodation.

At the time of booking and payment, Booking.com did not disclose or link to the host’s full Terms & Conditions within the listing or checkout process. Only after payment was processed was I directed to an off-platform check-in system where previously undisclosed, mandatory Terms & Conditions were presented as a condition of completing the stay.

These post-payment terms included:
• A blank credit-card charge authorization permitting additional charges at the host’s discretion
• A broad liability waiver
• A clause purporting to restrict or waive chargeback rights

Within eight minutes of completing the reservation, I submitted a cancellation request. No check-in occurred, no access credentials were provided, and no accommodation services were rendered.

I spent 4 hours on the phone with customer service, wrote numerous emails, and even filed a credit card dispute.

Despite this, Booking.com retained the full payment and successfully defended a credit card chargeback by relying solely on a “non-refundable” designation, without addressing the issue of undisclosed post-payment terms or conflicting cancellation representations across Booking.com’s own documentation.

My concern is broader than a single refund dispute. The platform structure appears to allow:

• Material contractual terms to be presented only after payment
• Host-specific terms to exist outside the primary booking flow
• Conflicting cancellation representations across platform documents
• Full payment retention even when services are not rendered and cancellation is immediate

This creates a risk that consumers are entering binding financial commitments without full and accurate disclosure of material terms at the point of sale.