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Review basis

Research-based review: the AppDuo Editorial Team compiled it from official pages, documentation, app stores, press and user feedback, without hands-on testing. Every claim links to a source with the date it was checked.

11 reference sources

Information updated Nov 10, 2026

How we review
Booking.com logo

Booking.com Review

A huge stays marketplace with no booking fees and mostly free cancellation

Editorial Team7.2/10Write the first review

By Official AppDuo editorial team · Updated

  • Web
  • iOS
  • Android
Free · Free
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Decide at a glance

Our verdict

Booking.com suits travellers who want to compare a vast range of stays (over 28 million listings per its About page) with verified guest reviews and the free Genius programme. The trade-offs: cancellation and payment terms are set by each property, and Trustpilot shows 1.4/5 with many complaints about support and refunds, sharply at odds with the 4.7-4.8/5 on app stores.

Best for: Travellers comparing many kinds of stays, from hotels to apartments and guesthouses, in many countries

Skip it if: People who need responsive support when something goes wrong, as many Trustpilot reviewers complain about it

Pros

  • Over 28 million listings, including more than 6.6 million homes and apartments, with over 70 million verified guest reviews
  • No booking or administrative fees; free cancellation at most properties per the store description
  • Free three-level Genius programme with 10-20% off at participating properties plus perks such as breakfast and room upgrades

Cons

  • Only 1.4/5 on Trustpilot from over 130,000 reviews, 74% of them 1-star; users cite support, slow refunds and unexpected charges
  • Booking.com is only an intermediary: cancellation, refund and prepayment rules are set by the property, and some rates are non-refundable
All pros and cons · Who is it for?

Pros

  • 24/7 customer support in more than 40 languages; the App Store lists 40 interface languages
  • High store ratings: 4.8/5 on the US App Store (2.2 million) and 4.7/5 on Google Play Vietnam (6.5 million)

Cons

  • A record of scams and breaches: Wikipedia lists an April 2026 data breach that led to phishing messages and a €475,000 Dutch data protection fine in 2021 for late breach reporting
  • Personalised ads on Booking.com and third-party sites, with data shared with sister companies

Best for

  • Frequent travellers, as Genius unlocks discounts and perks after 5 or 15 bookings

Skip it if

  • Anyone who needs a guaranteed all-in price at booking, as taxes, charges and payment terms vary by property

Problems it solves

Experience & key features

What is Booking.com?

Booking.com is the accommodation and travel marketplace run by Booking.com B.V., headquartered in Amsterdam, the Netherlands. Per Wikipedia it grew out of Bookings.nl, founded by Geert-Jan Bruinsma in 1996, was bought by Priceline in July 2005 for $133 million and now sits under Booking Holdings (the same group as Agoda, per its privacy notice). Its About page cites over 28 million listings, more than 70 million verified guest reviews, 198 offices in over 70 countries and 43 languages.

Key features

You search by city, landmark or hotel name, then filter by price, review score and amenities. The app also books flights, rental cars, taxis and attractions, lets you message the property directly, shows paperless confirmations and lets you change bookings. The App Store description also mentions mobile-only prices. Genius is a free three-level programme: signing in gives Level 1, Level 2 needs 5 bookings in 2 years and Level 3 needs 15 bookings in 2 years; perks include 10-20% off stays and 10-15% off rental cars, with priority support at Level 3.

Pricing and value

Travellers pay nothing to use it, and Booking.com says it does not charge booking or administrative fees. The room price is set by each property and may be paid upfront or at the property; the terms say the price shown includes applicable charges and taxes. Cancellation and refund rules are the property's own: many allow free cancellation, but some prepayments may be non-refundable. Genius adds savings for frequent bookers, though the discount varies by property.

More analysis

Who it's for and how it compares

Booking.com suits people who want to compare lots of stays across many countries and like free cancellation. Agoda is in the same group and strong in Asia; Airbnb leans towards private homes and experiences; Traveloka is popular in Southeast Asia; trivago and KAYAK are mainly price-comparison tools. The thing to weigh is support quality: the 1.4/5 Trustpilot score contrasts with high store ratings, so read the cancellation terms before paying and keep your confirmation.

Screenshots

Search screen: Stays, Flights, Cars and Taxi tabs with destination, dates and room-and-guest fields
Search screen: Stays, Flights, Cars and Taxi tabs with destination, dates and room-and-guest fields
Property list with sort, filter and map, star classes, review scores and a cleanliness score
Property list with sort, filter and map, star classes, review scores and a cleanliness score
Hotel page with a mobile-only price label (struck-through price versus the discounted rate)
Hotel page with a mobile-only price label (struck-through price versus the discounted rate)
Room details with a "Free cancellation" label
Room details with a "Free cancellation" label

Plans & pricing

Prices last verified Nov 10, 2026

Người đặt phòng / Traveller

Personal

Free

The app and website are free to use, and Booking.com says it does not charge booking fees or administrative charges. You pay the property's room price, either upfront or at the property depending on the option. The free Genius programme gives Level 1 on sign-in (10% off at select stays), Level 2 after 5 bookings in 2 years (10-15%) and Level 3 after 15 bookings in 2 years (10-20%).

Free plan limits
There is no paid tier for travellers. Price, cancellation policy and whether you pay upfront are set by each property; some rates may be non-refundable. Your bank or card issuer may add currency-conversion fees.
Free trial
No free trial
Cancellation & refunds

Booking.com's terms say cancellation fees and refunds depend on each property's cancellation and no-show policy; some prepayments may be non-refundable. The App Store description says free cancellation is available at most properties.

Privacy

The Travellers privacy notice (updated October 2026) names Booking.com B.V. in Amsterdam as controller, gives a data protection office email and lists rights to access, correct, erase, restrict, port data and withdraw consent. Data collected includes contact details, payment details, IP address, app usage data and location if you allow it. It is shared with properties, other Booking Holdings companies (such as Agoda and OpenTable), service providers and authorities where legally required. Personalised ads run on Booking.com and third-party sites, and AI is used for fraud detection, personalisation and customer service. Support call recordings and AI transcripts are kept 30 days by default; other data has no concrete period beyond "as long as necessary".

Official pricing page

Booking.com alternatives

Booking.com logoVSAgoda logoBooking.com vs Agoda
Agoda logo7.2/10

Agoda

Hotels, flights and activities booking, strong in Asia, owned by Booking Holdings

Free
Trip.com logo7.1/10

Trip.com

Flights, hotels, trains and more; strongest in China and Asia

Free
All alternatives

Frequently asked questions

Does Booking.com charge booking fees?

Per its About page and App Store description, Booking.com doesn't charge booking or administrative fees. The Terms mention a separate service fee only for flights (if any). The room price is set by the property.

What is Booking.com Genius?

A free three-level programme: Level 1 on sign-in, Level 2 after 5 bookings in 2 years, Level 3 after 15 bookings in 2 years. Perks are 10-20% off stays and 10-15% off car rentals at participating providers; a level you've unlocked is kept.

Can I cancel for free?

It depends on the property. The App Store description says free cancellation is available at most properties, but the Terms state each property sets its own policy and some prepayments may be non-refundable. Check the free-cancellation label before booking.

Is Booking.com reliable?

Store ratings are very high (4.7-4.8/5) but Trustpilot shows only 1.4/5 with complaints about support and refunds. The platform has had scam and data-exposure incidents, so verify any message asking for extra payment.

Review evidence & sources11

Scores

Ease of use
8.3
Why this score

Filters, a map, review scores and free-cancellation labels are shown clearly in the app, and store ratings are 4.7-4.8/5. Marked down because the final price and payment terms vary by property and need careful reading.

Features
8.6
Why this score

Beyond stays there are flights, car rentals, taxis, attractions, in-app chat with properties, mobile-only prices and Genius. At 28 million-plus listings its scale is among the largest in accommodation booking.

Value for money
7.8
Why this score

No booking fee, and Genius gives 10-20% off at participating properties (about 850,000). However the discount varies by property, some rates are non-refundable and Trustpilot has many complaints about extra charges.

Performance
7.5
Why this score

Very frequent updates (iOS 71.3 on 9 Nov 2026, Android updated 6 Nov 2026). Trustpilot reviewers report listings not matching reality or hosts cancelling, but these are individual accounts, not independent data.

Support
5.5
Why this score

Its About page promises 24/7 support in 40+ languages, with in-app chat with properties and priority support at Genius Level 3. In practice Trustpilot reviewers (1.4/5) report difficulty reaching a human and refunds taking weeks, and the profile notes the company hasn't replied to negative reviews.

Privacy & security
5.7
Why this score

Names the controller, gives a data protection office email, lists full user rights and keeps support recordings for 30 days. Marked down for personalised ads, intra-group sharing, no concrete retention period for most data, and the documented breaches and scams, including a 2021 fine.

What users say

Sources

Specs & compatibility
Developer
Booking.com B.V. (Booking Holdings)
Headquarters
Netherlands
Launched
1996
Category
Travel

Capabilities

  • Mobile app
  • AI features
  • Integrations

Platforms

  • Web
  • iOS
  • Android

Interface languages

  • English
  • Vietnamese
  • Japanese
  • Chinese
  • Spanish
  • French
  • Korean
  • German
  • Portuguese
  • Russian
  • Thai
  • Indonesian

Integrations

  • Adyen
  • Stripe
  • Rentalcars.com
  • Booking Holdings (Agoda, OpenTable)

Support

  • Live chat
  • Phone
  • Email
  • Help center

Change history

  1. Update.Wikipedia records a data breach leading to phishing messages about overcharges; the Swiss National Cyber Security Centre issues a warning.
  2. Update.The EU Court of Justice rules Booking.com's price-parity clauses were not shown to be necessary and may reduce competition, but are not automatically anti-competitive under EU antitrust law.
  3. Update.The Dutch Data Protection Authority fines Booking.com €475,000 for reporting a data breach late.
Full change history (5)
  1. Launch.The Booking.com iOS app first appears on the App Store.
  2. Company.Priceline Group acquires Booking.com for $133 million.
About the author

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