B
booking.com
Unclaimed Business
B
booking.com
Unclaimed Business
510 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Booking.com faces severe and systemic service failures across virtually every aspect of its operations in South Africa. Customers consistently report fraudulent or non-existent listings, withheld refunds spanning months, and near-total inability to reach human support. The platform scores critically low across all five service themes, with refund handling and communication representing the most damaging pain points for both guests and property hosts.
Top Strengths:
- •Travel Experience & Reliability: While overwhelmingly negative, a small number of customers report adequate stays when properties match listings. The rare positive experience involves finding good deals and a wide selection of options.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#3
in Hotels & Accommodation
NPS Score
-95
Recommended: Unlikely
Review Distribution
1.1|510 Reviews
May '25 - Apr '26
5(1.3%)
4(0.6%)
3(0.6%)
2(0.6%)
1(96.8%)
5(1.3%)
4(0.6%)
3(0.6%)
2(0.6%)
1(96.8%)
Recent reviews (510)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
KR
Kim R
1 reviews | Active since Jan 2020
18 Mar 2026, 14:44
Elegant Bliss - THE VIEW, Dainfern - ****MED
I have just been ****med by "Elegant Bliss at THE VIEW , Dainfern! My booking was confirmed and PAID for!! Booking # 6501738231 I now get a message that my booking has been cancelled at no extra cost? The cost is R1900. Where is my money? I thought that the establishments were vetted???
Helpful (0)
|Replies (0)KR
Kim R
1 reviews | Active since Jan 2020
18 Mar 2026, 14:44
Elegant Bliss - THE VIEW, Dainfern - ****MED
I have just been ****med by "Elegant Bliss at THE VIEW , Dainfern! My booking was confirmed and PAID for!! Booking # 6501738231 I now get a message that my booking has been cancelled at no extra cost? The cost is R1900. Where is my money? I thought that the establishments were vetted???
0
Replies (0)DS
David S
1 reviews | Active since Jan 2020
17 Mar 2026, 13:37
Terrible this time around - double booked and no refund!
This past and latest interaction with Booking.com has been nothing short of terrible. On Wednesday 11th March I booked at a place close to Edenvale for Friday the 13th. The host called on the Thursday 12th and advised me to cancel, which I did, because there was no water and advised against coming (Morning Hill - very decent of him). I then immediately booked alternative accommodation - Tropical Skyrise Views as the alternative. On arrival on the next day, Friday, after a 3 hour journey, we were advised that the place was already occupied (double booked) and that Booking.com should not have it on their books as they had no mandate. This was extremely frustrating and irritating as we now needed to find alternative accommodation again, at very short notice, which thankfully I did. I was advised by the host to cancel the booking and then contact Booking.com for a refund. Cancel it I did, refund I have not got! Neither has Booking.com communicated with me, even after several attempts by myself to contact them via their, so-called, contact service, the latter of which is terrible too. Terrible service by Bookin.com!
Helpful (0)
|Replies (0)DS
David S
1 reviews | Active since Jan 2020
17 Mar 2026, 13:37
Terrible this time around - double booked and no refund!
This past and latest interaction with Booking.com has been nothing short of terrible. On Wednesday 11th March I booked at a place close to Edenvale for Friday the 13th. The host called on the Thursday 12th and advised me to cancel, which I did, because there was no water and advised against coming (Morning Hill - very decent of him). I then immediately booked alternative accommodation - Tropical Skyrise Views as the alternative. On arrival on the next day, Friday, after a 3 hour journey, we were advised that the place was already occupied (double booked) and that Booking.com should not have it on their books as they had no mandate. This was extremely frustrating and irritating as we now needed to find alternative accommodation again, at very short notice, which thankfully I did. I was advised by the host to cancel the booking and then contact Booking.com for a refund. Cancel it I did, refund I have not got! Neither has Booking.com communicated with me, even after several attempts by myself to contact them via their, so-called, contact service, the latter of which is terrible too. Terrible service by Bookin.com!
0
Replies (0)JF
Jonique F
1 reviews | Active since Jan 2020
17 Mar 2026, 11:50
PATHETIC CLIENT SERVICE FROM BOOKING.COM
I have made a booking via booking.com in January at a hotel in Las Vegas which I made a mistake on the dates. The initial booking was unfortunately a non-refundable booking. After a lengthy email trail they told me that they are willing to waive the non-refundable waiver, if I make ANOTHER BOOKING with the correct dates. this now means I have 2 active bookings for the same hotel at just over R 60 000 in total (around USD 1020) They ASSURED ME that I would have the refund within 7 - 10 working days, that was in January. IT IS NOW MIDDLE MARC AND STILL NO REFUND!! Plus my previous booking is cancelled but still paid for!! I have been sent from pillar to post via their chat portal and nothing comes of it. I think this is utterly ******** of a big company!!
Helpful (0)
|Replies (0)JF
Jonique F
1 reviews | Active since Jan 2020
17 Mar 2026, 11:50
PATHETIC CLIENT SERVICE FROM BOOKING.COM
I have made a booking via booking.com in January at a hotel in Las Vegas which I made a mistake on the dates. The initial booking was unfortunately a non-refundable booking. After a lengthy email trail they told me that they are willing to waive the non-refundable waiver, if I make ANOTHER BOOKING with the correct dates. this now means I have 2 active bookings for the same hotel at just over R 60 000 in total (around USD 1020) They ASSURED ME that I would have the refund within 7 - 10 working days, that was in January. IT IS NOW MIDDLE MARC AND STILL NO REFUND!! Plus my previous booking is cancelled but still paid for!! I have been sent from pillar to post via their chat portal and nothing comes of it. I think this is utterly ******** of a big company!!
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Replies (0)V
Vetesia
1 reviews | Active since Jan 2020
16 Mar 2026, 09:15
I made a booking for a property in Tanzania, the property requested immediate payment and I wanted to cansell the booking, the property refuse to cansell the booking so I made arrangements to pay the property a few days later
I made a booking for a property in Tanzania, the property requested immediate payment and I wanted to cansell the booking, the property refuse to cansell the booking so I made arrangements to pay the property a few days later. My booking was canceled on booking.com so I phoned and tell them I already paid the property. They asked for proof of payment so I send a proof of payment as well as the bank statement with the payment reflected, they want the payment in USD so I send proof of the payment that I did via the link that show the USD because the bank cannot make the proof of payment in USD but still they are insisting a bank statement in USD.
Helpful (0)
|Replies (0)V
Vetesia
1 reviews | Active since Jan 2020
16 Mar 2026, 09:15
I made a booking for a property in Tanzania, the property requested immediate payment and I wanted to cansell the booking, the property refuse to cansell the booking so I made arrangements to pay the property a few days later
I made a booking for a property in Tanzania, the property requested immediate payment and I wanted to cansell the booking, the property refuse to cansell the booking so I made arrangements to pay the property a few days later. My booking was canceled on booking.com so I phoned and tell them I already paid the property. They asked for proof of payment so I send a proof of payment as well as the bank statement with the payment reflected, they want the payment in USD so I send proof of the payment that I did via the link that show the USD because the bank cannot make the proof of payment in USD but still they are insisting a bank statement in USD.
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Replies (0)RA
Riekert A
1 reviews | Active since Jan 2020
16 Mar 2026, 06:29
Accommodation gone wrong
This past weekend I planned a trip to Durban I booked on booking. Com and the establishment that I booked was bona manzi number 8 I paid in full R1377 early Friday morning and the booking was confirmed when I arrived in Durban on Friday afternoon I contacted the host to get the keys then the host tells me the following sorry, the property is suppose to be closed for any reservations. Please request a cancellation from booking.com.I had a bugetnto work with and suddenly had to find a alternative accommodation I was left with no means of getting my money back or assistance for another place then Im told I must wait for 7 to 12 days for my money how is that my problem if there is a lack of communication or updates between the host and booking.com I want my money or else I will involve the consumer protection act and take legal steps since I was left stranded because of this company and host.
Helpful (0)
|Replies (0)RA
Riekert A
1 reviews | Active since Jan 2020
16 Mar 2026, 06:29
Accommodation gone wrong
This past weekend I planned a trip to Durban I booked on booking. Com and the establishment that I booked was bona manzi number 8 I paid in full R1377 early Friday morning and the booking was confirmed when I arrived in Durban on Friday afternoon I contacted the host to get the keys then the host tells me the following sorry, the property is suppose to be closed for any reservations. Please request a cancellation from booking.com.I had a bugetnto work with and suddenly had to find a alternative accommodation I was left with no means of getting my money back or assistance for another place then Im told I must wait for 7 to 12 days for my money how is that my problem if there is a lack of communication or updates between the host and booking.com I want my money or else I will involve the consumer protection act and take legal steps since I was left stranded because of this company and host.
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Replies (0)NM
Ntombifuthi M
1 reviews | Active since Jan 2020
13 Mar 2026, 20:20
Booking.com refund ****
Bookings.com don’t pay refunds after they cancel my booking for my trip in Zanzibar 2024,it’s been over a year waiting for my refund but nothing only excuses that I get ,I’ve sent all required documents that they have requested but seemingly nothing happens,the consultant says I must change the charge on my bank statement from South African rands to dollars so I can be able to get my refund .How is that even possible ?Please don’t use this app for your booking because you will suffer .
Helpful (0)
|Replies (0)NM
Ntombifuthi M
1 reviews | Active since Jan 2020
13 Mar 2026, 20:20
Booking.com refund ****
Bookings.com don’t pay refunds after they cancel my booking for my trip in Zanzibar 2024,it’s been over a year waiting for my refund but nothing only excuses that I get ,I’ve sent all required documents that they have requested but seemingly nothing happens,the consultant says I must change the charge on my bank statement from South African rands to dollars so I can be able to get my refund .How is that even possible ?Please don’t use this app for your booking because you will suffer .
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Replies (0)kR
kavitha R
1 reviews | Active since Jan 2020
13 Mar 2026, 12:57
Poor Service
I am lodging this complaint regarding an unresolved refund issue with Booking.com. I was promised a refund for accommodation over a month ago, yet to this day I have received no feedback, no payment, and no resolution. Each time I contact Booking.com, I am told that the matter has been “escalated”, but no one actually gets back to me and the situation remains unchanged. This ongoing delay is unacceptable and unprofessional. I have been patient, but it is clear that I am not receiving the assistance or transparency that a customer deserves. I am requesting your urgent help in getting Booking.com to: Provide a clear update on the status of my refund, Confirm when the refund will be processed, and Honor their original promise without further delay. This issue has caused unnecessary frustration and inconvenience, and I would appreciate your intervention so that it can finally be resolved.
Helpful (0)
|Replies (0)kR
kavitha R
1 reviews | Active since Jan 2020
13 Mar 2026, 12:57
Poor Service
I am lodging this complaint regarding an unresolved refund issue with Booking.com. I was promised a refund for accommodation over a month ago, yet to this day I have received no feedback, no payment, and no resolution. Each time I contact Booking.com, I am told that the matter has been “escalated”, but no one actually gets back to me and the situation remains unchanged. This ongoing delay is unacceptable and unprofessional. I have been patient, but it is clear that I am not receiving the assistance or transparency that a customer deserves. I am requesting your urgent help in getting Booking.com to: Provide a clear update on the status of my refund, Confirm when the refund will be processed, and Honor their original promise without further delay. This issue has caused unnecessary frustration and inconvenience, and I would appreciate your intervention so that it can finally be resolved.
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Replies (0)HS
Hendrik S
1 reviews | Active since Jan 2020
13 Mar 2026, 11:20
Worst customer service
Worthless customer service, booked accommodation in Hout Bay that was removed from booking.com after we made our reservation worth R12000. Then we get a call telling us we can book a new place. Tried doing it but there is no credit on our booking.com account. Now I have to wait 12 days for a refund because they cannot transfer the funds to a new venue it has to be refunded, asked if they cannot just transfer it, no it is not an option. I do not have another R12000 to spend while I wait in die middle of the month for a refund to show at some point and if there is no more venues available in Hout Bay, their solution is purely to find a different place we can go to that is in an area close by even if it is not exactly where we want to be. Will never use booking.com again.
Helpful (0)
|Replies (0)HS
Hendrik S
1 reviews | Active since Jan 2020
13 Mar 2026, 11:20
Worst customer service
Worthless customer service, booked accommodation in Hout Bay that was removed from booking.com after we made our reservation worth R12000. Then we get a call telling us we can book a new place. Tried doing it but there is no credit on our booking.com account. Now I have to wait 12 days for a refund because they cannot transfer the funds to a new venue it has to be refunded, asked if they cannot just transfer it, no it is not an option. I do not have another R12000 to spend while I wait in die middle of the month for a refund to show at some point and if there is no more venues available in Hout Bay, their solution is purely to find a different place we can go to that is in an area close by even if it is not exactly where we want to be. Will never use booking.com again.
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Replies (0)