Booking.com Reviews | Glassdoor.co.uk

Booking.com Reviews

Updated 25 September 2018
1,751 reviews

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3.2
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Booking.com President & CEO Gillian Tans
Gillian Tans
610 Ratings

1,751 Employee Reviews

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Pros
  • "Work/Life balance is taken really seriously" (in 66 reviews)

  • "Diverse work environment with many languages spoken on a daily basis" (in 108 reviews)

Cons
  • "This has been raised with Team Leaders but not much has changed" (in 88 reviews)

  • "We could look more into work life balance" (in 30 reviews)

More Pros and Cons

  1. Featured Review

    Helpful (4)

    "great benefits"

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

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

    Pros

    Free meals on duty, good premium pay if you work on weekends and on late shifts, parties every month, friendly and multicultural environment

    Cons

    slow career progression as in all big companies


  2. Helpful (2)

    "Everything Is Awesome"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Human Resources Business Partner in London, England
    Current Employee - Human Resources Business Partner in London, England
    Recommends
    Positive Outlook

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

    Pros

    Ignore the poor reviews which are obviously written by a small minded few Booking.Com is a fantastic place to work!
    We have first class senior leaders who display the most amazing leadership qualities it really is a privilege to work alongside these people.
    Our Team Leaders deliver fair and consistent management always displaying the upmost respect for their managers, peers and agents alike.
    Feedback is a gift that is a joy to receive, people are actively encouraged to provide feedback both positive and developmental.
    This truly is an organisation in both London and Cambridge who are committed to developing their people.
    Great Benefits include freaky Fridays where teams are actively encouraged to spend time with each other and senior leaders, TL's and CSM's facilitate enjoyable conversation and social time.
    Flexible holiday scheduling allows you to take your holidays pretty much when you like a the drop of a hat -never any problems getting holiday off.
    Agents are treated fairly with respect and even though the targets are easily within reach for people that need a bit of extra help all managers are patient and accommodating.
    Great Sickness policy where people who are off ill are supported and not punished like in a lot of companies these days, you can go off sick and genuinely not fear a disciplinary when you come back which is nice.
    BAM - Booking Annual Meeting is a great event once a year in Amsterdam which everybody gets the opportunity to go to every year so that they can share ideas and meet people from other offices around the world.
    Fantastic HR Teams That Put Our People First our HR Teams are among the best I have worked with, taking onboard feedback and offering positive suggestions to senior leaders in order to ensure that people are at the forefront of the mind of our leaders and that people are treated fairly.
    Job applicants are treated with respect and diversity is actively encouraged, there are no temporary roles here not try before you buy with this management and HR Teams once you are given a role that is your role, people do not get put in roles and are then told to reapply for them later on like in a lot of business'.
    This really is an awesome place to work and anyone who says otherwise is perhaps misguided with a small minded opinion. I love it here and I don't really think there is improvement to be had, how do you improve perfection
    The above is not just London but Cambridge too, it's the Booking Way

    Cons

    I am not sure there are any, I genuinely think this could be the best company with the best teams in the world

    Advice to Management

    Keep Doing What You Are Doing - As I said before how do you improve perfection?
    Together Everyone Achieves More - TEAM

  3. "Friendly environment"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Guest Specialist in London, England
    Current Employee - Senior Guest Specialist in London, England
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    The environment is great and everybody is friendly.
     Flexible schedule, it’s very easy to get holidays.
    Great food is served at the canteen and there are lots of coffee points.

    Cons

    Slow career progression. When you progress and become a senior or a team leader you are stuck in a interim position even for a year, so you get paid as a normal agent with lots more responsibilities.


  4. "Not that bad"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Booking.com full-time

    Pros

    - good salary
    - bonuses
    -social events

    Cons

    - stressful job
    - high pressure from the management


  5. Helpful (5)

    "Terrible management in London"

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

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

    Pros

    Nice office location, travel benefits

    Cons

    Team Leaders in London office are a joke, they are incapable and have zero knowledge about their own department’s procedures. All management decisions are made by one person and are unappealable. Team Leaders who have sexual intercourses with agents often get promoted to even better positions and higher management always seems to be unaware of that, surprisingly. Wrong people get promoted to positions for which they lack skills and experience and that clearly reflects on the quality of daily operations. Many of the Seniors are also inadequate and have very little technical knowledge, yet they misteriously pass their probation while others are stuck for ages in their “interim” role. The food in the canteen is of very bad quality and is unhealthy. The entire career progression system is based solely on networking and the wrong people are rewarded.

    Advice to Management

    Get better Team Leaders (and Seniors), fire the incompetent ones and spend more to give your employees the decent food they deserve


  6. "Very Good"

    StarStarStarStarStar
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Booking.com full-time

    Pros

    Good People ,office and benefits

    Cons

    system complicated but is getting fixed


  7. "Lots of benefits have been cut, yet a great company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Specialist in London, England
    Current Employee - Customer Service Specialist in London, England
    Recommends

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

    Pros

    Easily swap shifts with people around the globe
    Fair holiday allotment
    Nice environment
    Great values
    Fun activities
    Team outings
    Perkz benefits

    Cons

    Rubbish sick-lateness policy
    Only fair salary
    Monotonous day to day

    Advice to Management

    They need to bring up the motivation. At the end of the day this is just one call centre more

  8. Helpful (6)

    "accommodation service executive"

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

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

    Pros

    monthly company parties on a fridays
    friendly , international colleagues

    Cons

    stupidly strict KPIs
    they want to know even when you go to the toilet
    managers seems to be in some kinda illusion
    unless you friends with management no way you get promoted

    Advice to Management

    chill out on the KPIs and on the boring meetings and see people for their personalities rather then just numbers


  9. Helpful (5)

    "Not worth the stress for too long: about quantity not quality"

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

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

    Pros

    * Free lunch, bonuses, occasional financial gift annually, memorabilia, flexible shift swaps, team outings, summer party, nice looking/located office, your own computer equipment (eg; headset), some projects/focus groups to be involved in and good skills developed along the way.
    *You meet some great people here and gain exposure to different cultures and how to relate with different kinds of people.
    *Unsocial hour pay & overtime availability during busy times = more £

    Cons

    * Favouritism, limited opportunities, freaky Friday does not cater to all. Management can be disingenuous + act like spies: lack of trust.
    * Everything is timed and monitored (but guess that's the only way it will work because of schedules)
    * Conflicting advise of what to do when you want to progress: being overly friendly with management get some people favours and little 'awards.
    * Patronised and advised to flirt on the phone for good CSAT scores by 1 or 2 TLs.
    * Too many changes and high expectations of quick adaptability which is not always possible immediately. Schedules change so many times a day which is quite off-putting = makes you robotic and quite tiresome.
    * In CS you're just a number, they don't mind if successful and strong people leave because they can't offer you much else in the role/office.
    * Company: difficult to defend the ethos of the company, HR and other staff do not manage your expectations but they expect you to do so for the guest/partner.

    Advice to Management

    *TLs & CSMs - avoid double standards, practice what you preach and be realistic with targets. Motivate people without making them feel like crap or like a number. Be more knowledgeable and useful, be more strict with confidentiality - too much info gets out because it's not treated sensitively but they're harsh on GDPR. Easy money for quite a few people, lip/eye service is a winner for many. Not sure what the Site Leader does, hardly visible.
    *Booking.com at large: drop EPS and train more specialist and pay agents more. Test how constant changes and hidden info affects customer experiences; all the hard work and frustration is taken out on CS agents. Give those who don't go to Freaky Friday alcohol events vouchers instead. Train TLs more in the first 4 weeks to know and learn procedures.


  10. Helpful (3)

    "Customer service specialist"

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

    I have been working at Booking.com full-time

    Pros

    Good premium pay on Weekend and night shift.
    Free meal, coffee, fruit
    Nice office

    Cons

    Very hard KPI to achieve
    Fast paced company, lot of changes hard to adapt
    Stressful job with high expectations

    Advice to Management

    Care more about the wellbeing of your staff


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