Booking.com Reviews | Glassdoor.co.uk

Booking.com Reviews

Updated 19 July 2018
1,649 reviews

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3.1
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Booking.com President & CEO Gillian Tans
Gillian Tans
554 Ratings

1,649 Employee Reviews

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Pros
Cons
  • "This has been raised with Team Leaders but not much has changed" (in 84 reviews)

  • "We could look more into work life balance" (in 29 reviews)

More Pros and Cons

  1. "Sales assistant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Neutral Outlook
    No opinion of CEO

    Pros

    None for the time I was there.

    Cons

    Always loosely structured hours. Poor management

    Advice to Management

    None


  2. Helpful (14)

    "Favouritism, witch- hunt and xenophobia at its best"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Cambridge, East of England, England
    Former Employee - Anonymous Employee in Cambridge, East of England, England
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at Booking.com full-time (More than 5 years)

    Pros

    - Lunch and fruit provided
    - Monthly outing where you have free drinks for two hours.
    - The international atmosphere.
    - Possibility to do overtime from time to time.
    - Discounts in your reservations.

    Cons

    - Medium and high management positions are given to English people in a huge percentage. The favouritism there is so obvious that is extremely upsetting and frustrating. Specially because the international staff are highly qualified (and of course, all of them are bilingual, whilst the English colleagues aren't) and some of them went from high school to Booking. This creates a negative and irritating experience for the foreigners. Talent, diplomas, international experience, etc are all wasted because you don't have the right nationality. At some point, we did even had a regional manager visiting the office to see why this was happening, and after this visit "what a coincidence", foreign colleagues were promoted.
    - Bullying, harassment, xenophobia, degrading people in monthly meetings, etc unfortunately happens but management bury their heads in the sand and they never see anything. This applies of course only of the wrongdoer is English or friends with the management. None can touch you then.
    - Another big issue is micromanagement. If they ever want you out, they will start a proper witch hunt and you'll be gone. Fact.
    - Hypocritical HR department who claims they are there to help, but it's quite the opposite. If you get too "problematic" with your requests or get sick quite often, then they'll try to get rid of you, one way or another. They will take advantage of the fact foreign people don't necessarily know all their rights in the workplace. One HR associates has confessed in her previous job the role was about retention, whereas in this company it is actually how to get rid of unwanted people.
    - Targets are unrealistic, putting employees under unbearable stress that brings about illnesses of all sorts.
    - There's a maximum amount of time that you are given for toilet breaks. There will be questions asked if you go over this amount.
    - You can get sacked for being late a couple of minutes, but they still employ a team leader that touched inappropriately a female colleague at a work do. Need to say more?

    Advice to Management

    Please, start recognising the talent you have inside. Stop looking at the nationality, all of your foreign employees are, at least, bilingual and have lived in a minimum of two countries.
    - Stop the witch hunt. Treat employees like people, not like numbers.
    - You have an office to run, but do you seriously want to have your employees be anxious to come to work? Be demotivated, stressed, nervous?
    - Stop trying to get rid of people that criticize or challenge management. Use the feedback instead, be a bit more humble and listen to the people you manage. Be more human.

  3. Helpful (3)

    "Quite slow and boring"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Booking.com full-time

    Pros

    Fairly good compensation, although there is huge disparity in compensation within the same role. Quite autonomous for doing what you like and to take ownership of things.

    Cons

    Poor calibre of other product owners, lots of nepotism in promotions and bonuses.


  4. Helpful (9)

    "Do not take this job for more than a few months."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in London, England
    Current Employee - Customer Service Representative in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Booking.com full-time (More than a year)

    Pros

    free lunch
    free fruit
    some of the people are nice.

    Cons

    The targets are unrealistic
    The pressure is ALWAYS high, not only in "peak season"
    NO empathy at all
    Treating us as simply "numbers"
    Treat workers as robots
    Completely robotic management
    They NEVER listen to feedback
    They only case about 1 thing : "BUSINESS NEEDS"
    NO growing opportunities UNLESS YOU ARE ITALIAN
    They only promote ITALIAN agents as if the other lines do not excist
    Management gives false hope , making you think you can "develop" and you have "talent" but in reality .. They NEVER help you in the end
    They HIDE new jobs opportunities and never give you an honest chance.

    Advice to Management

    READ ALL THE FEEDBACKS ON GLASSDOOR AND CONSIDER THEM.
    WE ARE NOT ROBOTS, we have feelings and a LIFE BESIDES your "BLUE" world.
    show your workers some empathy before you expect that from them.


  5. Helpful (1)

    "Great company to start your first job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Executive in London, England
    Former Employee - Customer Service Executive in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Booking.com full-time (More than a year)

    Pros

    Great office in London call center. The company provides free lunch, snack, drinks and fruit 24/7. It's an open space and full of different things going every months. The colleagues are from all over the world and most of the people and managers are friendly and easy-going.

    Cons

    Limit opportunity to grow and hard to get holidays in peak season.


  6. "Booking.com"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Booking.com full-time

    Pros

    Fair pay, free food, team outings, nice people to work with...

    Cons

    boring after a while, no social life whatsoever


  7. Helpful (7)

    "Don't stay here for too long"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Guest Specialist
    Current Employee - Customer Service Guest Specialist
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Booking.com full-time (More than a year)

    Pros

    * Free lunch, hot drinks, fruits
    * Okay amount of holidays and downtime
    * Quarterly bonus depending on your performance
    * Good to have on CV

    Cons

    * Awful training and support system. You're basically on your own after they provide the basics on how to use the system
    * Your career prospects depend on how social you are and how much the team leaders like you. Basically if you're the talkative type - you'll do alright, otherwise not so much
    * The company prides itself on the so-called "friendly" policy, but that's just fake smile and care. Although this kind of attitude is expected in an office environment, it's highly annoying in case of Booking.com due to the hypocrisy in the whole situation
    * The company relies heavily on numbers - must adhere to KPI targets which are most of the time unreasonable. If you fail to do so you will be forced to take performance improvement downtime (which is basically them repeating the same things they show and tell you during training = useless), and if you continue to fail after these worthless performance improvement downtime you will get in trouble
    * Heavy censorship within the company. Anything reported to HR or administration will be deleted regardless if the content was offensive or not
    * Stressful job, easily get burned out and no support from the company except generic "Good job, people. You're doing great"
    * Team leaders have very small responsibilities and workload. Most of the time you will see them talking with other team leaders and doing nothing. The only time they're doing something is at the end of each month for individual meetings

    Advice to Management

    Less focus on the numbers, more focus on the actual experience the customer service provides to the client. Less focus on how workers are likeable within the office (it's irrelevant really), more focus and how the person does the job. Less constrains on the customer service agents to allow them to provide more accurate and meaningful support to the clients instead of working more on damage control for the company.

  8. Helpful (2)

    "Lot of progress to do"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Accommodation Service in London, England
    Current Employee - Accommodation Service in London, England
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Booking.com full-time (More than 3 years)

    Pros

    Free lunch
    Good bonus
    Good colleagues

    Cons

    - Salary not in line at all with living in london standards


  9. Helpful (4)

    "Customer service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Cambridge, East of England, England
    Current Employee - Anonymous Employee in Cambridge, East of England, England
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Booking.com full-time

    Pros

    Pay, multicultural environment, monthly parties, lunch provided

    Cons

    Everything else. management of the workforce by stress, cinical management strategies where they "want you to reach your potential" but it's really just a way of squeezing you until you burn out. Quite strict with breaks and schedule in general.

    Advice to Management

    Listen to your employees and stop treating them like just one more number in an excel spreadsheet.


  10. Helpful (3)

    "London office is a toxic place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in London, England
    Current Employee - Anonymous Employee in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Booking.com full-time (More than a year)

    Pros

    - Free lunch,
    - Employee discount of 25%,
    - Loan for travel,
    - Gym discount,
    - Hot drinks stations, free teas and coffees,
    - Annual summer party,
    - Freaky Fridays (Basically going to a large pub and having non-stop drinks for a couple of drinks)

    Cons

    - Favouritism , they basically love Italians, if you are Italian and smile a lot, you got a potential to get a promotion,

    - Low Basic salary in compare to Tripadvisor (in Tripadvisor the basic salary is 25 k),

    - Very hard to hit KPIs, so some agents cheat to get the KPIs and then you will be compared with the cheaters, obviously you end up also cheating in order to keep up with the others, otherwise you may face disciplinary, as you cannot afford to fail the targets in 2 months in a row!!!

    - There is no peak season, everyday is very busy, unless you got hired for 'small' languages, then your line is protected and your life is easier, but you get the same salary as us, how fair is that?

    - You are allowed to be late JUST twice within 12 months, by the 3. time, you will be send to the disciplinary (but teamleaders can arrive late more than 2 times, nothing is happening to them)

    - You cannot develop any career in this office. You can work as an agent for 2-3 years and nothing will be happening with your career.

    - I have this feeling, the only time you may get a promotion is:
    1) Either you are Italian and smile a lot , joke a lot.
    2) Or sleep with a manager or team leader (you can hear stories people are having sex after freaky Fridays)
    3) Or you are very charming, sweet talk to anyone and everybody and get on very well with the team leaders as well as CSM.

    For example let's say you got 2 candidates to become a team leader:

    Person 01: A hard-working agent, manages all of the KPIs, was never sick and comes always on time to work and dedicated, but therefore he doesn't go to freak Fridays, doesn't chit-chat, just a traditional hard-working person.

    Person 02: An average agent, average KPIs, a few days of sickness during the last 12 months, but therefore very charming, very good with the ladies as well as generally speaking he is the best made of majority of the team leaders and GSM is also approving him.

    Who is going to get the promotion? Of course Person 02. Is that fair? In London office, this is the bitter reality. Sad, really sad.

    Advice to Management

    Sack team leaders as well as managers, who practise favouritism as well as get some intensive training, how to not to be corrupt and stop favouritism.


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