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Booking.com Reviews

Updated 22 April 2018
1,525 reviews

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3.3
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Booking.com President & CEO Gillian Tans
Gillian Tans
467 Ratings

1,525 Employee Reviews

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Pros
Cons
  • This has been raised with Team Leaders but not much has changed (in 77 reviews)

  • We could look more into work life balance (in 28 reviews)

More Pros and Cons

  1. "Area Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Booking.com full-time

    Pros

    good working environment, flat relationship

    Cons

    small office, not allow to use a car


  2. "rapidly growing and forgetting about employee satisfaction"

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

    I worked at Booking.com full-time

    Pros

    nice working enviroment, nice company perks

    Cons

    with growth, benefits reducing, flexibility and they have stopped listening to their employees

    Advice to Management

    take a step back and remember that employees need to be listened to and looked after. you will lose all of your best talent otherwise...

  3. "Great Company"

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

    I have been working at Booking.com full-time

    Pros

    Great company to work for. Completely spoilt with benefits

    Cons

    not alot, perhaps too many employees think its a holiday camp


  4. Helpful (8)

    "A bit of a let down"

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

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

    Pros

    Free lunch, fresh faced team, energetic people, multi cultural environment, fast paced, free drinks, friendly co workers

    Cons

    No values when dealing with customers, no clear command/ advice structure, bullying from management, constant stream of changes where no one clearly new what was going on, no back up from mangement

    Advice to Management

    More clarity when communicating change and when support g employee development
    Install strong values in the team
    Stop ripping off your customers
    Support your employees when handling stressful situations


  5. Helpful (4)

    "High turnover & sometimes ridiculous expectations"

    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

    - Free lunch
    - Free drinks
    - Free fruit (1 piece per person)
    - Staff discount
    - Multicultural environment
    - You can do shift swaps.
    - Working at weekends and after 7pm has a special rate per hour.

    Cons

    - Practically impossible to get promoted unless you are friends' with management.
    - Very repetitive job
    - Most of the time there is not a balance between being on ready (on the phone) and picklist (emails) which means that a lot of agents will be the majority of the time on the phone, and some others (specially smaller language lines such as Turkish or Danish) all the time on emails. Still, all the language lines have the same KPIs and same salary even though the amount of workload is not the same at all.
    - A lot of owners that register their properties with us do not get proper training. This is because there are more accounts getting opened than people who provide training (aka coordinators). What matters here is to reach the 2M properties, quantity over quality... Then most of the calls you will receive are because the partners (property owners) are clueless due to lack of training or just because they are not computer literate as there is not any type of filter or criteria to join Booking.com
    - Some agents do not have a good level on their second language which results in customers' frustration. We have had customers calling us because the message they received from Booking.com had a lot of grammar mistakes and misspellings.
    - There are a lot of changes going on and they do not tend to be communicated properly which causes lots of confusion and misunderstandings.
    - They expect you to have a 80% partner or customer satisfaction (PSAT or CSAT) even though people who call you tend to rate the company and/or the outcome rather than the service you provide. This has been raised with Team Leaders but not much has changed.
    - Micromanagement. Your TL will push you to get to a certain target (sometimes even expect you to do more) because they will have their CSM (Customer Service Manager) pestering them, and so on and so forth. Very target based, not focusing on people's skills but their stats and figures.
    - It feels like you are in High School again. Very controlling environment. Every call is recorded and if you are in the wrong code, you will get a call from a RTC (Real Time Coordinator) to "kindly" remind you that you are not in the right code. Similarly, if one week you don't meet one of the targets you get a slap on the wrist from your TL without even allowing yourself to give an explanation.
    - Your experience in Booking.com totally depends on your TL. It could be a bliss or an absolute nightmare depending if s/he likes you or not.
    - If you don't mingle with your team enough or go to the team outings (or any social event) you are seen as an outcast and are frowned upon.
    - Bad communication between departments. At Customer and Accommodation Service we deal with different topics such as invoicing, reviews, content, registrations... and getting in touch with the right department can be an odyssey. When you forward messages to some of them, it may take them several days or even weeks to get any type of response.
    - Some of the TLs are clueless and unaware what customer service agents deal with everyday. However, they are very unempathethic and push people over the limit.
    - If you are sick/late 3 times over a period of a year, you are required to attend a formal meeting and could be a reason for dismissal. You will still have this meeting even if you have talked to your TL about it and the reasons are justified properly.
    - Computers are very slow and can take you up to 10 mins to log in into one for the first time, and this will happen often as there is a hot desk policy in place.

    Advice to Management

    Read to all the reviews in here and spot the obvious pattern. Things need to change or otherwise you will keep having lots of people leaving the company.
    Listen to your employees and take into consideration what they have to say.
    Offer more career opportunities and reward people who work hard more often.


  6. "Mixed feelings"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Accommodation Service Executive in London, England
    Former Employee - Accommodation Service Executive in London, England
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Great lunch ( and I mean GREAT ) so many dishes to choose from. Different cuisine each they as well
    Good discounts for yourself and family &friends when booking accommodation
    Teas, coffees etc
    Beautiful Office

    Cons

    Maybe a bit robotic. You have to be on the phone for up to 8 hours a day. I did 10 hour shift, and sometimes I would only reply to e-mails for 2 hours the rest would be answering the phone calls.

    Some shifts seemed a bit unfair, as someone would only be answering e-mails yet someone else would be on the phone the whole shift

    Advice to Management

    Listen to your employees.


  7. "Really big company, ok for a while."

    StarStarStarStarStar
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Booking.com full-time

    Pros

    Met really nice people, nice office.

    Cons

    Pressure to meet targets, Shift based job

  8. Helpful (18)

    "Respect yourself, don't apply for the London office"

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

    I worked at Booking.com full-time (More than 3 years)

    Pros

    Free lunch
    Good location
    Easy transport
    Some employees are really nice (good friendships)

    Cons

    I have heard that agents on the night shift secretly bring drugs into the office or get high just before the shift start

    Some team leaders under investigation for sexual harassment

    Team leaders and certain senior managers getting too drunk at the freaky fridays and are basically embarrassing themselves in front of their own agents

    Some senior managers are either socially awkward (totally not fit to do a people management job) or they think they are the captain of the army by terrorising their team leaders. I have overheard team leaders talk in the kitchen on how stressed and unsatisfied they are.

    Unrealistic targets. I think that team leaders and senior managers should do a full week of "taking customer calls" to finally understand how ridiculous their targets are.

    Sometimes team leaders are expected to help their agents by handling customer emails during busy seasons, but team leaders avoid it because they think it's beneath them.

    The system that collects performance data is often down or shows wrong data. It makes no sense that the company expects agents to reach their targets if the systems are unreliable.

    Walking into the office is like you're walking into a bad Latin drama show. There is so much gossip going on. Even when you mind your own business and just do your job, you're still victim of random gossip.

    I could go on and on....

    Advice to Management

    Get rid of certain senior managers who are not fit for the role
    Be more human AND GET TO KNOW YOUR PEOPLE
    Promote people based on their skills and not just because they're likeable
    Realise that the agents are not robots
    Adjust your ridiculous targets and realise it is not only about numbers
    Stop letting good people go, make an effort to keep your people


  9. "Do something about London office!"

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

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

    Pros

    Company, overall is great! Amazing coworkers and values of the company.

    Cons

    Every single comment saying the same think - management is very unprofessional and rude, with no knowledge about their and CS job
    Ignorant - they never listen to agent as they think that they know better even about your own health or that you need to take 5 min to go to toilette.
    They will comfort you sometimes, if you have a problem and then they will use it against you
    Sickness policy - put in danger agents as they are scared to take time off to get well

    Incredibly stressful environment because of the Team leads.

    Advice to Management

    I agree with every comment - this office should be investigated ASAP, it' getting worse and worse


  10. "Ok for the most part"

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

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

    Pros

    Perks, flexibility, free lunch, shift swaps

    Cons

    Kindergarten-like environment, strict sickness policy


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