Consumer trust erodes as complaints about refunds, host misconduct, and scams grow
Sep 24, 2025
Wider concerns are emerging about Booking.com, from hidden negative reviews to growing customer complaints about refunds, host demands, and fraud. Once regarded as a convenient travel tool, the platform is now drawing scrutiny for prioritizing profits over guest protection.
Key takeaways
- Misleading review system: Negative reviews are often buried, with positive ones highlighted, giving travelers an incomplete picture of accommodations.
- Poor customer service: Customers frequently report unhelpful or unresponsive support when issues arise, leaving them without resolution.
- Refund delays and failures: Many travelers struggle to secure refunds after cancellations or disputes, sometimes waiting months or being denied outright.
- Host misconduct tolerated: Cases of unfair host practices—such as demanding unprotected deposits—have been backed by Booking.com under “fine print” rules.
- Fraud risks rising: Action Fraud received over 530 reports of scams tied to the platform between mid-2023 and late-2024, with losses totaling £370,000.
- Better alternatives suggested: Consumers are urged to book directly with trusted hotels or B&Bs and cross-check multiple sites for reliable reviews.
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