Customer Reviews (500)

Maya @David • 2025-03-22T00:27:08-07:00

We loved our stay in Hilton Bosphorus, the first 5 star hotel in Istanbul (1955), hotel with beautiful history of hospitality, which still exists and flourishes. The rooms are very spacious, with perfect sound isolation. The staff - very polite and helpful. Special thanks to Tsira - the journey ambassador of Hilton Bosphorus.

Wayden City • 2025-03-21T21:49:28-07:00

I had an absolutely amazing time staying at the Wadian Hotel. The service was exceptional; the concierges were always happy to assist. I will recommend your hotel to all my family and friends. Inshallah, if Allah calls me to return in December, I will definitely choose to stay here again. The amenities, including Wi-Fi, a fridge, TV, and many unexpected extras, enhanced my stay. The hotel was spotless, and the service impeccable. This is an outstanding place, and I am confident that in the near future, it will be fully booked year-round.

Rhibbsy • 2025-03-21T21:48:25-07:00

When it comes to booking a place little one, this is the one place you can always count on. I was looking on Hipcamp for a place that I really wanted to book. However, my phone died and within the next 10 minutes booking was not available. Anytime that I actually need something within like two seconds I always go to Booking.com because I know they have the best rate for the best deal – I’m a solo traveler most of the time and I always try to find a place that makes Home feel more like home and I’m grateful for this app.

Summary of Key Insights

The Booking.com app generally receives positive feedback, with users praising its ease of use, wide range of options, and competitive pricing. However, significant pain points exist around customer service responsiveness, unexpected fees, and technical glitches during the booking process. While many users report seamless experiences and successful bookings, a notable minority encounter issues that lead to frustration and distrust. The app's strengths lie in its user-friendly interface and breadth of travel options, while its weaknesses are primarily related to customer support and transparency in pricing.

  • Overall Sentiment: Positive, but with significant negative experiences reported.
  • Overall Rating: Based on the score distribution, a weighted average would likely be between 4 and 4.5 stars.
  • Score Distribution:
    • 5-star: 67.8% (339/500)
    • 4-star: 6.2% (31/500)
    • 3-star: 1.8% (9/500)
    • 2-star: 3.4% (17/500)
    • 1-star: 20.8% (104/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but based on the dates within the reviews, it appears to be a recent snapshot (mostly 2024-2025).
  • Analysis Methods:
    • Sentiment analysis (manual assessment based on review content)
    • Keyword extraction (identifying frequently used words and phrases)
    • Thematic analysis (grouping reviews based on common issues and praises)

Key User Pain Points

  • Poor Customer Service: Many users report difficulty contacting customer service, unhelpful responses, long wait times, and being given the runaround. Some reviewers claim customer service representatives hung up on them. This is a recurring and significant issue.
  • Unexpected Fees & Pricing Discrepancies: Users frequently complain about hidden fees that appear late in the booking process, price increases after booking, and advertised discounts not being applied. There are also claims of being charged twice and difficulty obtaining refunds.
  • Technical Glitches: Some users experience technical issues such as payment failures, looping back to the credit card page, problems with the app not remembering credit card information, incorrect date settings, or issues with cancellation.
  • Property Issues Not Addressed: Users report issues with properties (e.g., misrepresented amenities, closures, safety concerns) and claim that Booking.com does not adequately address these problems, often shifting blame to the property owner.
  • Cancellation Issues: Users report difficulties with cancelling reservations even when the terms indicate free cancellation.

Frequently Requested Features

  • More Transparent Pricing: Users consistently request that all fees and taxes be included in the initial price display to avoid surprises during checkout.
  • Improved Customer Service Accessibility: Easier access to human customer service representatives (not chatbots) and faster response times are frequently desired.
  • Better Filter Functionality: Some users suggest improvements to filter accuracy and functionality.
  • More Accurate Property Information: Users request that property details, especially regarding pet policies and included amenities, be accurate and up-to-date.

Strengths and Positive Aspects

  • Ease of Use: Many users praise the app's user-friendly interface and straightforward booking process.
  • Wide Range of Options: Users appreciate the vast selection of accommodations, flights, and car rentals available through the app.
  • Competitive Pricing: Several users mention finding good deals and saving money using Booking.com.
  • Convenience: The app's ability to book multiple aspects of a trip in one place is valued by users.
  • Genius Program Benefits: Users appreciate the discounts and perks offered through the Genius loyalty program.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Service: Invest in training and staffing to provide faster, more helpful, and more consistent customer support. Implement clear escalation paths and empower representatives to resolve issues effectively.
  • Enhance Pricing Transparency: Display all fees and taxes upfront in the initial price quote to avoid surprising users during checkout. Clearly communicate any potential additional costs.
  • Address Technical Glitches: Prioritize fixing payment issues, looping errors, and other technical problems that disrupt the booking process. Implement thorough testing and quality assurance procedures.

Medium Priority:

  • Improve Property Verification: Implement stricter verification processes for properties listed on the platform to ensure accuracy of information and address safety concerns.
  • Streamline Cancellation Process: Make the cancellation process easier and more transparent, ensuring that users can easily cancel reservations within the specified terms.
  • Enhance Filter Functionality: Improve the accuracy and functionality of filters to help users find the most relevant accommodations based on their needs.

Low Priority:

  • Improve App Design: Enhance the app design (e.g., fix photo gallery exit issue).
  • Improve communication clarity: Ensure clear communication of cancellation policies.

Opportunities for Startup Ideas

  • Transparent Pricing Guarantee: A service that guarantees that the price displayed is the final price, including all taxes and fees.
  • AI-Powered Customer Service Assistant: An AI assistant that can quickly resolve common customer service issues and escalate complex cases to human representatives.
  • Property Verification Service: A service that provides independent verification of property listings, including amenities, safety features, and overall condition.

Trends and Observations

  • Language Preferences: While most reviews are in English, there are also reviews in Arabic, Spanish, Indonesian, and other languages, suggesting a global user base.
  • Positive Sentiment Bias: Users are more likely to leave reviews when they have a strong positive or negative experience, leading to a potential bias in the review data.
  • Recurring Issues: Several issues, such as customer service responsiveness and pricing discrepancies, are mentioned repeatedly, indicating systemic problems.

Conclusion

The Booking.com app has a strong foundation with its user-friendly interface, wide range of options, and competitive pricing. However, addressing the key pain points related to customer service, pricing transparency, and technical glitches is crucial to improving user satisfaction and building trust. By prioritizing the action recommendations outlined above, Booking.com can enhance the overall user experience and strengthen its position in the market.

Original App Link

https://apps.apple.com/us/app/booking-com-hotels-travel/id367003839?uo=2