Booking.com logo
Booking.com Travel Review
83/100 GO

About Booking.com

  • Licensed globally, operates in over 220 countries
  • Trustpilot 4.55, App Store 4.75 (May 2025)
  • Price match guarantee and free cancellation on many stays
  • AI-powered trip planner and smart recommendations
  • Secure payments and verified accommodation partners
  • Genius loyalty programme with exclusive perks
GoNoGo 100-Point Framework Breakdown
Regulatory Compliance /12
11
Licensed globally, with strong compliance and verified accommodation partners.
Customer Satisfaction /23
19
Trustpilot 4.55, App Store 4.75. Customers praise price match and free cancellation, but some report issues with refunds and partner quality.
Product Value /20
17
Competitive pricing, price match guarantee, and Genius loyalty perks.
Innovation /12
9
AI trip planner, smart recommendations, and automated booking management.
Security /9
8
Secure payment systems, verified partners, and fraud prevention.
Accessibility /9
9
Accessible via app and website, with accessibility filters for stays.
Sustainability /5
3
Green hotel badges and eco-friendly accommodation filters.
Additional Features /10
7
Genius loyalty programme, price alerts, and flexible payment options.

Key Strengths

  • Price match guarantee and competitive rates
  • Extensive global accommodation network
  • Genius loyalty perks for frequent travellers
  • Free cancellation on many bookings

Key Concerns

  • Refund delays for cancelled bookings
  • Some partner hotels may not match listing quality
  • Customer service response times can vary
  • Extra fees or taxes not always shown upfront
  • App can be slow during high demand
  • Accessibility varies by property
  • Sustainability info not always clear
  • Cancellation policies vary by partner

Key Features

  • Hotels, apartments, and unique stays worldwide
  • Price match and free cancellation
  • Genius loyalty programme
  • Green hotel badges and eco filters
  • Secure payment and verified partners
  • Intuitive mobile app for iOS & Android

Pricing & Fees

Fee Type Typical Range Notes
Accommodation Rate Varies Set by partner, may include taxes/fees
Service Fee 0–15% Included in total price, varies by partner
Genius Discount Up to 20% For Genius loyalty members
Security Deposit Optional Set by partner, refundable

App Store Ratings

App Store Logo iOS App Store
4.75 • 1.1M reviews, May 2025
Google Play Logo Google Play Store
4.6 • 950K reviews, May 2025

Recent Customer Feedback (May 2025)

POSITIVE App Store, May 2025
"Easy to book and manage my trip. The price match feature saved me money on my hotel in Rome."
View original
POSITIVE Trustpilot, May 2025
"Genius perks gave me a free breakfast and late checkout. Support was helpful when I needed to change my dates."
View original
NEUTRAL Google Play, May 2025
"App is easy to use, but some hotels added local taxes not shown at booking."
View original
NEGATIVE Twitter/X, User 2025
"Waited over a week for a refund after a cancellation. Customer service was slow to respond."
Let's Go! Sign me up now! It's a No-Go from Me!
0
Blog
Contact Us