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      Booking.com

      Part of Booking Holdings

      Engaged Employer

      Booking.com reviews

      4.1

      80% would recommend to a friend

      (7,592 total reviews)
      avatar

      Glenn Fogel

      71% approve of CEO

      68% positive business outlook

      Ratings by category

      4.5

      Diversity & inclusion

      4.3

      Work/Life balance

      4.2

      Compensation and benefits

      4.1

      Culture & values

      3.5

      Senior management

      3.5

      Career opportunities

      Booking.com has an employee rating of 4.1 out of 5 stars, based on 7,592 company reviews on Glassdoor which indicates that most employees have an excellent 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).

      Ratings by demographic groups

      Reviews by job title

      8K reviews
      2.0
      Jan 5, 2018

      Machine-generated automation and statistics are trusted over people

      Customer service executive
      Recommend
      CEO approval
      Business Outlook

      Pros

      Starting salary just under London living wage, but at least it's not minimum wage like most call centre jobs, it's not a 0-hour contract (though you may get deducted pay for time off sick) and you get a free meal each shift, extra pay for working evenings, nights and weekends, free drinks once a month, and with a bit of luck a bonus every three months. The multilingual, multicultural diversity among staff members is awesome.

      Cons

      All your calls are recorded. ALL of them. Customer service executives are encouraged to put - and keep - callers on hold, because it benefits the statistics (not the customers, or actual solution quality). The organisation prides itself for being young, and in that culture some people in leadership positions forget or simply fail to treat employees as adults. The immature culture this breeds starts grating after a while, especially when you find yourself spoken to like a child, or feeling unsupported as a member of staff in times of need (calling in sick 3 times in a year leads to disciplinary meetings and possible dismissal, even to employees getting injured in accidents or suffering from cancer). A lack of mature people combined with extreme focus on processing as many calls as quickly as possible does not benefit high-quality, genuinely empathetic customer service. The first few weeks in customer service, when you're still in training, you'll feel supported and coached. After that, you get reminded of your performance stats almost daily, which feels like doom hanging over you all throughout your six months (or more!) probation. Personal use of company computers is understandably restricted, but you are expected to fill up your personal smartphone with all the apps the company pushes on you to monitor your schedule and keep up with internal news and updates, and keep up with your team's group WhatsApp. You're expected to show this loyalty and commitment to the company, but the company doesn't show much of it back - it just thinks it does, by way of posting inspirational quotes on Facebook for Work and covering offices in posters for endless in-work and after-work events.

      avatar
      Booking.com Response
      7y
      Thanks for taking the time to give us this feedback, it will help us improve as a company. As an employer, we’re dedicated to our inclusive, open and encouraging workplace for our people. When it comes to our customers, we’re committed to providing them the highest quality service. However, it sounds like you’re experiencing frustrations that leave you feeling unsupported and unable to serve your customers well. We’re actively working on improvements that will help in those very areas. We‘re currently working on reviewing our absence policy. Improving this will help employees who face serious issues to be treated fair and empathetic while making more reasonable adjustment to the work condoition when appropiate – making sure everyone is being supported, our customers are being cared for, and everyone has the opportunity to grow. We also want you to know this is not the only place you can share your feedback. You can speak to us directly via internall channels, either by contacting our confidential 24-hour compliance hotline or your regional HR. Hopefully you’ll stay with us and be a part of the positive changes we’re making. The People Team at Booking.com
      3.0
      Feb 3, 2017

      B.com - Go-->Grow -->Leave

      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      + Great coworkers- lifetime friendships in some cases + Travel Opportunities + Good place to start a career- but it will likely be a place you move on from in 2 years especially if you are in a large metro area (Chicago, SF, Seattle, Toronto, Vancouver etc).

      Cons

      The most reviews from early Feb and late January were either written directly from someone in HR or someone still coming off the high of BAM. Fun fact, both were supposedly written by employees in Bellevue/Seattle which is also home to Americas HR leadership. "Keep doing what you're doing. We're winning with customers and we're winning with employees." "Awesome culture - empowering, autonomous, caring. Management cares, and I feel valued. Compensation + everyone qualifies for bonus. The only reason you don't get bonus is if you're significantly under performing. This is a strong growth company that puts people first." If you are in a sales/account management role be prepared to move in order to grow your career . If you are in a HR/Recruiting role you will have zero growth opportunities within the Americas region. If you're in one of these capacities and either have a family or are thinking about starting one please note this will in fact be detrimental to your path at B.com. If you don't believe me check out how many people have left the company in the past 3 years. Lastly- heading to AMS for the annual meeting is a privilege. A very pricey privilege. If you want to know why your annual comp is lower than other OTAs take a look at BAM = that's where your comp is going.

      1.0
      May 3, 2016

      Stay away!!

      Customer service executive - italian speaker
      Recommend
      CEO approval
      Business Outlook

      Pros

      5 weeks training (that soon will become 4), free lunch and tea/coffee, gym discount, quarterly bonus and discount on reservations

      Cons

      This is a catchpenny company, they will lure you with fake promises that they will not keep. Very disorganised and awful management. Promotions are practically impossible if you are not a lap dog with the managers, no matter how hard you work and how good you do, they will just promote people they like. The job as customer service executive is horrible, customers shout at you all the times and sometimes they are upset because emails remain unread for even 7 days, since the company is disorganised and always short of staff. People quit all the time because of the bad management and they are always desperate to hire new people, especially at night shift. They always push you to achieve targets, but do not care or even realize that we are human beings are not machines.

      Viewing 121 - 123 of 7,592 Reviews
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