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Booking.com Reviews

Updated 18 January 2018
1,385 reviews

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3.4
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Booking.com President & CEO Gillian Tans
Gillian Tans
383 Ratings

1,385 Employee Reviews

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Pros
Cons
  • as you long as you go outside to smoke with the team leaders you have high chances to get a promotion (in 68 reviews)

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

More Pros and Cons

  1. "Good company and good experience"

    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

    Work environment
    Benefits
    People you work with

    Cons

    Political decision are being made sometimes


  2. Helpful (6)

    "Machine-generated automation and statistics are trusted over people"

    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
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    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.

    Advice to Management

    Stop focusing on stats so much; first of all, your focus on stats encourages manipulation of them (so now your numbers no longer represent actual reality), secondly they disadvantage customers who are made to wait on the phone unnecessarily long, thirdly it demotivates really good people to the point that they leave when they find something better, and you're stuck with people less affected by their own poor performances because they're liked by their team leaders, and other congenial yes-men (and women) who do meet statistical targets but tend to lack very basic competencies and soft skills. People, for instance, whose behaviour completely changes when there's no supervisor or manager nearby (and not in a good way). Or people whose language skills are poor; they tend to be good at sending template emails (good for stats) but bad at personalisation (some emails sent to customers would beat 419 scams or phishing emails in terms of poor spelling and grammar. Furthermore, stop trying to present yourself as this open-minded, transparent, non-judgemental, threshold-free organisation when you dismiss customers' and employees' complaints as "non-constructive feedback" or discipline junior members of staff for reporting things or even just for politely replying to emails, surveys and the like that they receive from managers (thinking they're doing the right thing) without speaking to their team leaders first (team leaders who prefer to dictate what their subordinates should be answering rather than allow team members to be truthful - again, how distorted do those stats you love so much end up?). Your positioning yourself with values that you want to and think you represent, but in practice those values are misinterpreted and misrepresented just like the stats you hang on to.
    Secondly, stop trusting machines and numbers over people. If you feel you can't trust your people, you're doing your hiring wrong. A conscientious, well-trained customer service rep does not need their computer to auto-log their calls or auto-close their cases; they just get annoyed by it. Technology is great when used as an extension of and tool for good people.
    Thirdly, stop putting people on language lines they're not cut out for. It may benefit employees by way of a greater variety of calls and cases, but we have people whose listening and/or reading comprehension lacks woefully, whose pronunciation is too unclear for callers to understand and/or whose writing skills are so poor their emails to customers are an inappropriate mess.
    Finally, stop wasting so much paper, ink and plastic and stop cluttering, damaging your own office walls and equipment so much with this crazy amount of laminated posters and cards on every door, wall, window, whiteboard, computer and phone.


  3. Helpful (1)

    "Great company"

    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
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Booking.com full-time (More than 5 years)

    Pros

    Fast paced, constantly innovating and lots of opportunities if you are mobile.

    Cons

    None that I can think of, I am very happy here


  4. Is this helpful? The community relies on everyone sharing – Add Anonymous Review


  5. Helpful (2)

    "Fast growing company with less humanity"

    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
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

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

    Pros

    - Benefits
    - Multicultural environment
    - Location
    - Good overtime, late and weekends shift payments.

    Cons

    The company advertises with equality but the truth in office life looks different. Management is only stats focused. Your promotion prospects depends on how good you can fawn. In case of misconducts they call it a investigation but they don't considerate any evidence and support threats against co-workers. They only look for quick and unbureaucratic solutions and are not really interested in investigating and solving the problem.

    Some Seniors and TL are not sufficiently trained. Procedures often inconvenient. Stats are more important than the person itself.


  6. Helpful (1)

    "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


  7. Helpful (1)

    "Good company to work for a while"

    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
    Disapproves of CEO

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

    Pros

    Free meals, bonus system, good overtime pay.

    Cons

    Some line managers and managers are useless.
    Job is repetitive, very poor possibility for promotions as in every big corporation.
    A lot of restrictions, fe, not allowed to go to the toilet.


  8. "Have a try, if not leave"

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

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

    Pros

    Free food, good location and office is spacious

    Cons

    Good company, but all depends on the connections you make


  9. Helpful (3)

    "Customer service supervisor"

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

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

    Pros

    Free lunch
    Discount on hotels
    Monthly staff party
    Good for your CV

    Cons

    One of the worst places to work in Cambridge. To grow in the company you need to be a kiss up and to fake everything (who you are and how you do things).
    You can't speak freely around the office nor during meetings otherwise you will get the management being against you.
    If you're a Team leader, you get covered in gold even if you don't do anything all day long. The team leaders don't even write properly in there ( and 95% of them are British).
    If you're not British, it's almost impossible to grow in the higher positions. The management hates foreigners and they would do everything to make your life impossible.

    Many people are sick in the office, and the management is giving no support whatsoever, even HR couldn't care less about you. But they try to twist things around to pretend they do!
    If you call sick 3 or more times, you can get fired straight from one day to another. The only way you have to get out of such a situation would be to be one of the favourites.

    If you're not hitting the stats, you could get into these Performance improvement plans, which are extremely awkward. This company doesn't care if you're a highly educated person or a former waiter, they treat you like crap if you're under performing and this regardless of the reason. Again, if you're one of the favourites, you will never get punished.

    A girl in the office has been sexualy abused during a staff party by a Team leader and this was reported to HR. What did they do? NOTHING. The guy is still there walking around like nothing happened and our colleague has to see his face every day. But on the other side of the coin, you could be out for being late if you are in their blacklist.

    Another Team leader insulted heavily a representative during the summer staff party last year, and the guy had to leave the company because of this. What happened to the team leader? He's now the favourite of the management.

    If you don't want to walk around an office full of sick people (mentally and physically), and getting orders from stupid micro managers, then AVOID THIS PLACE.

    Advice to Management

    Dear Gillian Tans, if you read this and you really care about your company, then trust this review from a former employee that stayed more than 3 years.
    For the management in Cambridge, get some proper managers who can actually work at their desks and not playing pools all day long or bullying people.
    It's not only about the stats, but also about people's sanity. Wake up, no one is happy there.
    You should also create a retention plan. Why do you think that the average age of an employee in Cambridge is not even 2 years?

    Please, start behaving like Booking.com would like, and not like a prison.


  10. "Great place to work"

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

    I have been working at Booking.com full-time

    Pros

    This company really tries to take care of its employees

    Cons

    In trying to take care of their employees they may oversell what they can actually do for you.

    Advice to Management

    Try to be a little more realistic in managing your employees expectations


  11. "Customer Service Executive"

    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 full-time (More than a year)

    Pros

    Amazing office atmosphere, Friendly staff and Free Hot Lunch,

    Cons

    Nothing I can think of

    Advice to Management

    Make it less stressful in terms of KPIs


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