Airbnb vs Vrbo vs Booking.com: where stays go wrong
Shared report · refreshed weekly · updated Oct 26, 2026
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Travel · Free · out since 2010 · from the App Store descriptionTop praise: easy to use, then great service or staff. Top complaint: service behind the app (25% of complaints, mentioned in 31%), then customer support.
OneStar read 3,000 App Store and Google Play reviews of Booking.com posted from Oct 2025 to Oct 2026. Of the 3,000 people who reviewed Booking.com in OneStar's sample, 46% complain and 54% praise it. The top complaints about Booking.com are service behind the app (25% of complaints), customer support (24%) and charges and refunds (20%). In OneStar's sample of Booking.com reviews, 5% of reviewers say they're quitting. OneStar's report on Booking.com was last updated on Oct 26, 2026.
What goes wrong
I had a hotel room cancelled without knowing, was literally an hour away in the air when my husband asked what the hotel address was and I discovered it was cancelled.
terrible experience very bad customer services, didn't do anything to help or even try.
Due to some reason I cancelled the booking well in time but they are not returning my advance even though they mentioned free cancellation
app has been failing to work recently.
The do not verify their properties.
What goes well
wonderful app very easy to use
I highly recommend the Booking.com app for booking hotels and flights.
All around, just a great app!
I love booking in booking.com! They always have the best price.
Rápido, confiable y seguro
Reasons for quitting
The main complaint of the 148 reviewers who say they stopped or are quitting
Their categories
Yes or no questions the person who shared it asked of each review
Due to some reason I cancelled the booking well in time but they are not returning my advance even though they mentioned free cancellation
Due to some reason I cancelled the booking well in time but they are not returning my advance even though they mentioned free cancellation
However, even after three months and several follow-ups, I have not received even ₹1 as a refund.
cancelling the reservation was a hassle.
Booking.com does not honour their commitments despite sending out emails, saying they are there to help!
What they use it for
242 of 3,000 reviewers said; shares are of them
I absolutely LOVE that this app takes all the hard work out of organising holidays!!! All the stressful things are removed just by typing in dates and location and the rest is a scroll on the phone!!!
Edit: Booking's algorithms is very poor when you book for 2+ children. For a hotel, who accepts a family of 4 to a suite (3+a crib), booking offers two double rooms splitting kids etc.
I constantly ask booking.com for [order id] for work and they continue to say ask the hotel. The hotel responds ask booking.com. Its a circle or finger pointing. Booking get your act together.
What they ask for
62 reviews ask for something
Who is saying it
The biggest clear differences between audiences; 6 more with a free account
PlatformGoogle Play: mention missing feature 2.5x as often as everyone (11% vs 4%).
Developer replyDeveloper replied: mention missing feature 2.5x as often as everyone (11% vs 4%).
Made with OneStar's App Store and Google Play review analyzer. Run one on your own app or a competitor's, free with no card.