Manuela Macedonia

I used to trust Booking.com and have booked many hotels through this platform over the years. Unfortunately, my recent experiences have completely changed my opinion.

Last year in Florida, money was withdrawn from my credit card, yet no receipt was ever issued. When I contacted the hotels directly, they were unable or unwilling to provide one. When I raised this issue with Booking.com, the response was essentially “this is how it is”—no real support, no resolution, and no accountability.

More recently, I booked a flight through Booking.com that was handled by Gotogate (Vienna – Tokyo – Vienna, May 2026). Gotogate cancelled the reservation, while Booking.com still shows the flight as active. Despite the cancellation, after more than one week there has been no refund. I contacted customer service twice and received only generic, unhelpful responses.

Booking.com presents itself as a reliable intermediary, but when problems arise—whether with hotels or third-party flight agencies like Gotogate—there is no effective customer support and no responsibility taken.

After years of loyalty, I can no longer trust Booking.com for either hotels or flights.

f zero stars were possible, Gotogate would deserve them.

I booked a flight Vienna – Tokyo – Vienna for 25 May 2026 through Booking.com. Gotogate cancelled the reservation, yet on my Booking.com account the flight still appears as active.

Despite the cancellation, after one full week there is still no money back.

I contacted customer service twice regarding the refund and received the same meaningless, scripted response both times—no solution, no clarity, no refund.

Completely unacceptable service. I will never book a flight with Gotogate again, and I will also avoid Booking.com for flights in the future.