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      Booking.com

      Part of Booking Holdings

      Engaged Employer

      Booking.com reviews

      4.0

      80% would recommend to a friend

      (7,600 total reviews)
      avatar

      Glenn Fogel

      70% approve of CEO

      67% positive business outlook

      Ratings by demographic groups

      Booking.com has an employee rating of 4.0 out of 5 stars, based on 7,600 company reviews on Glassdoor which indicates that most employees have a good working experience there. The Booking.com employee rating is in line with the average (within 1 standard deviation) for employers within the Tecnologías de la información industry (3.9 stars).

      Reviews by job title

      8K reviews
      1.0
      Jul 17, 2020

      Nothing but a skin-deep facade of nice words

      Customer service
      Recommend
      CEO approval
      Business Outlook

      Pros

      Canteen was good and subsidized. Paid Training. Daily meetings to check the team status as well as longer ones, happening weekly. I personally disliked those but I can see the usefulness in them. Various subsidized mental health services.

      Cons

      Training, though paid, is 90% useless and isn't really all that applicable. The company puts emphasis on how easy it is to move up/around in the company. This is absolutely not true. Everything is micro-managed to hell. One example is that you're asked to put yourself on "unavailable" if you need to go to the bathroom or going for a coffee. Your "unavailable" status should not exceed 15 minutes per day. Our team was next to the bathrooms and kitchen so that was initially not an issue but when we got moved to the opposite side of the room, we got into trouble for going over those 15 minutes. We pointed out that it took an extra 2 minutes to even walk back and forth, that was promptly ignored and not seen as relevant. The manager I had was simply awful but I recognize some other managers were good people. The people whose job was to provide extra assistance (not managers) were often extremely unhelpful and downright condescending. People who're supposed to manage various aspect of customer service employees and their jobs have never worked in customer service and have no understanding or care about customer service employees' needs. Rentalcars/BookingGo brag about being progressive and pro-active but it was very clear that this was simply for show. All their progressive policies were barely skin-deep. A great example is how they tout lgbtq+ positivity and openess but when a memeber on the lgbtq+ had his poster, that encoureged people to wear pink in support of the lgbtq+ movement, repeatedly vandalized and complained about it openly, that person got into trouble. In the Pros section, I mentioned regular meetings and how I personally didn't like them. Those meetings were usually nothing but a waste of time, especially the weekly ones that tended to take the form of those bonding exercises you did in school. Again, in the pro section, I mentioned subsidized mental health services. That is perfectly true andI got the service I needed. Unfortunently, I needed that service due to the mental damage working at RentalCars/BookingGo did to me. In conclusion, my time at RentalCars/BookingGo, about 6 months, was simply awful.

      2.0
      Jan 7, 2020

      It has a lot of potential, but still has a long way to go

      Customer service executive
      Recommend
      CEO approval
      Business Outlook

      Pros

      - Great colleagues from all over the world. - Monthly parties and quarterly team outings - Nice office, located in a nice area of London - Decent salary, with quarterly bonuses depending on your performance (however, your bonus will depend on your TL, so it's not about the numbers, but his/her very personal opinion of you) - Many benefits (from health insurance to glasses allowance, canteen with ok food) - Free coffee, fresh fruits and drinks. - Opportunity to learn a lot about the travel industry (on your own, but the knowledge is there for the taking) - Globally speaking, the company is great - Some good TLs (the exception to the rule)

      Cons

      Booking.com is a company that has everything it needs to be a GREAT place to work, but sadly is anything but, at least at the London office (and particularly if you're a customer service agent) The problem stems from management. When I joined the company, I was lucky to have an extremely professional TL (there are very few left in London). This person was organised, hardworking, very supportive of her agents and kept everything professional. The rest of the TLs on that area behaved in a similar way, so I spent 6 months in relative peace, learning everything I could about the job. My TL motivated me and my colleagues to go the extra mile and supported our development within the company. However, my TL was re-assigned to another department, I changed my shift-pattern and that's when things started to go downhill. I realized many TLs were barely qualified to lead. No empathy, no real knowledge of the procedures, not helpful when dealing with HR matters, and many passive-aggressive ways of communicating news or changes. They are basically glorified nannies, who think less of their agents just for being agents. Also, some had an unspoken agreement to cover each other's backs. While agents worked non-stop answering calls (afraid of not hitting the targets, constantly being yelled at by angry customers) many TLs would do the bare minimum. A lot of them befriended or dated their agents outside of the office (something strictly prohibited, since the TLs have way too much power over agent's performance evaluations, bonuses and career progression). There have been several sexual scandals, many linked to favouritism or simply things that should be reported to the authorities. Some shift patterns will affect your physical and mental health (weekends or 10-hour shifts for example). So, if you want a stable job for a couple of months (just first job in London, for example) I'd recommend Booking. Do you want a career and progression? apply somewhere else. They want you to stay on the phone/chat as long as they can.

      1.0
      Dec 4, 2019

      Racists

      Customer service advisor
      Recommend
      CEO approval
      Business Outlook

      Pros

      Cultures are valued but at the other side there plays a favouritism. The majority is Spanish/Italian. I would expect that to be Pakistani as the majority here in the UK is Pakistani. It is surprising to see so many of another background. Multicultural is one of the pro

      Cons

      Rentalcars.com are racists. They discriminate their own employees.

      avatar
      Booking.com Response
      6y
      Hi, I'm going to have to take issue with your headline and some of your comments. However, if you have experienced a particular problem I would urge you to contact me directly as I would definitely want to learn more. Having said that as you refer to in your Pros we have a very multi-cultural team at the Transport Business Unit. We have around 70 different nationalities working across the business in Manchester and the unique selling point of our business is how multi cultural it is. Nearly 200 people will be promoted internally this year and many of those will be moving from Customer Service roles, to other parts of the business. We are not racist, we do follow the law and we work hard to make sure everyone can come to work being their authentic self. As I say, let me know if you've had a particular experience - Ryan
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