Booking.com is part of The Priceline Group and the headquarters for the company are in the Netherlands. They operate 130 different offices in 50 countries (including the US). Booking.com is a portal for discount reservations in hotels, motels, beds and breakfasts, hostels, apartments, etc. offering the ability to comparison shop online to find the best deal for you.
The selection of lodging is extensive and unlike some discount reservation sites, the traveler is able to select the property which they are making reservations for their upcoming stay. The information on the Booking.com website is easily navigated and travelers are able to search for properties based upon various criteria by selecting different purposes of travel or interests (romantic getaways, proximity to historical sites or monuments, etc.). This allows the traveler to customize their trip in ways that they might not be able to otherwise due to unfamiliarity with the area.
The network of properties worldwide is reported at over 500,000 by Booking.com and they offer a lowest price guarantee (although some reviews suggest that the terms for this guarantee are difficult to meet). Booking.com offers a "Pay when you stay" policy, stating that your credit card is charged at the property when you arrive.
Booking.com offers specials for members of their site. Membership is free and comes with the ability to opt-in for deals in previously browsed or booked locations. There are also deals available for last minute travel as well. (Be aware that these bookings are date specific and are usually not refundable under any circumstance).
Booking.com also sets itself apart from other travel agencies due to its search engine which allows travelers to decide where to travel to based on their interests. It also lists several suggestions on its destination finder page with reasons why a customer may be interested. For example, Booking.com will most likely recommend Las Vegas to a traveler interested in:
Customer service representatives are friendly and available 24/7 via phone as well as via email. The average wait time for a response was 8 hours for an email response.
There are several recent complaints found about Booking.com online regarding cancellation issues, overbooking of rooms (resulting in travelers arriving at their hotel booked through Booking.com and not having a reservation), or properties being sub-standard. These issues have been reported to and can be found at consumeraffairs.com. It is important to remember that people as a whole are far more likely to report negative experiences than positive, but we feel that these complaints are enough to report and take notice of when planning a vacation.
Booking.com helps thousands of travelers each month plan, manage, and even alter their travel plans. With the sheer volume of users, there are still holes that come with a large-scale service. Common complaints of those who use Booking.com for their online booking needs include:
The cancellation policy is vague and requires a reservation to be initiated to see for the various properties. Customer service agents reported that up to 15% of the total cost for the room may be retained by Booking.com in the event of a cancellation. This information was not readily visible on the website and was only obtained after customers questioned the customer service agents repeatedly. (One reviewer stated that this appeared to be a deliberate policy of non-transparency.)
I recently used a promotional add I received in the mail to get $70.00 back on my next stay. I have been phoning and filling out information and jumping through all hoops for a month now and still no money back. I will not use booking.com again I found Nahal very kind and tried to help but Riena was a mess and very rude. I was told I would have my money in 7-12 business days and now its 30-60 . I will keep updating as the process continues.
This service worked well for me...I needed to cancel one reservation and it worked really well. I will use them again.
I have used Booking.com for my travel and it has worked for me. I have never had to use their cancelation policy, but I have been cautious when planning my trips so I don't have to cancel, bacause it makes me a little nervous.
Twice had the same reservation canceled and changed to a different hotel. The third time it happened, we were told they cannot rebook us and we are out of luck. We cannot get another hotel at the city we're traveling to and have to cancel our trip.