Booking.com Reviews | Glassdoor

Booking.com Reviews

Updated July 19, 2017
1,164 reviews

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

1,164 Employee Reviews

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Pros
  • work/life balance: if you're often in the office after 6pm, your manager will ask you, if everything is ok (in 33 reviews)

  • Active, high energy and collaborative open work environment (in 79 reviews)

Cons
  • Work life balance can be improved altough actions are in place (in 25 reviews)

  • the team leaders treat you like a robot (in 57 reviews)

More Pros and Cons

  1. "Great Company Culture, Fast-Paced Job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Credit Controller in Grand Rapids, MI
    Current Employee - Credit Controller in Grand Rapids, MI
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    great company culture, chilled-out and fun atmosphere, approachable management, very nice office space

    Cons

    not too many growth opportunities result in high competition when they finally arrive


  2. Helpful (1)

    "Diversity stops on the coworkers."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CSE in Bellevue, WA
    Current Employee - CSE in Bellevue, WA
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

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

    Pros

    People you work with come from diverse background and cultures with very friendly nature. Descent basic benefits. Good work experience if you are looking for a career in CS.

    Cons

    Lack of opportunities if you want to grow with the company. Too frequent changes in processes and end goals may confuse workers as they constantly have to readjust. Lack of transparency when internal promotion happens. This office promotes how the managwments value their employees and boasts of great work environment but does little to improve real fundamental issues at hand which is just not enough diverse opportunities to advance and grow.

    Advice to Management

    Read all the negative reviews by current and formal employees and reevaluate on your current employee retention programs if any.

  3. Helpful (4)

    "HR Liability, Mess of a Company, and Immoral Management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Coordinator in San Francisco, CA
    Current Employee - Coordinator in San Francisco, CA
    Doesn't Recommend
    Approves of CEO

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

    Pros

    - trip to Amsterdam fully covered, but you need to work at Booking.com for a year
    - working for a big company; prestige

    Cons

    - low pay. not competitive with market.
    - HR has no idea what they're doing. they constantly make mistakes, which is annoying to correct and look over my pay stub.
    - management is horrible. The SF office gossips and leadership allows it. I have seen 6 people leave Booking.com through my employment. Not surprised, since the work environment is unhealthy. I have heard Account Managers in the office talk about their clients/ partners openly in a negative way. Have heard AMs gossip about other coworkers as well.
    -management is childish.

    Advice to Management

    Listen to your employer feedback. If leadership feedback from your team is 33% overall, there's something going WRONG. Everyone is leaving. You just don't know it yet.


  4. "Excellent"

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

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

    Pros

    - Good benefits
    - Friendly environment
    - Good shifts

    Cons

    - There aren't really any cons


  5. "Needs improvement"

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

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

    Pros

    A very diverse environment.

    Cons

    You won't get too far, unless you are someone's favorite.

    Advice to Management

    To consider start allowing their employees to move forward within the company based on their fit for the position and not favoritism.


  6. Helpful (8)

    "BookingSuite is a dying division"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Account Manager in Seattle, WA
    Former Employee - Account Manager in Seattle, WA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    (Seattle BSuite) has a nice office, good snacks, free lunches on Mondays. Free trip to Amsterdam once a year

    Cons

    - no room for growth, all lateral moves (if you join BookingSuite don't count on actually growing and developing your career)
    - pretty low pay
    - diminishing benefits
    - leadership that's never there, and when they are have very little knowledge of the day to day of the employees
    - product that's not being updated to fit the needs of current employees
    - scale scale scale

    Advice to Management

    re-evaluate the pay for the current employees and ensure that they are being paid fairly compared to their colleagues. There's not much that can be done about advancement.


  7. Helpful (2)

    "There's more than meets the eye when it comes to their "culture"."

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

    I have been working at Booking.com full-time

    Pros

    Amazing Recruiting staff - best I've ever worked with. Same for the Quality and Training group - best of the best. Wonderful CSE and TL staff. Collaborative, supportive, highly motivated, positive. Extremely diverse. My impression is the company itself, and other offices in this region and globally, may not have the same issues that are prevalent in the Seattle office. At least not to the same extent, as many employees have transferred and report much better circumstances.

    Cons

    CSM staff and higher tout (and demand) the "culture" reputation be paraded daily, but it reveals itself often to be a carefully crafted facade. Get behind closed doors and it can be brutally toxic. If you come with any past leadership or call center management experience, leave it at the door, it will only cause you pain. Employees are appreciated for being completely moldable with no experience, knowledge, suggestions, ideas or questions.

    Pay was recently increased across the board for this site, but is still famously below comparable companies, and not a living wage for Seattle area, especially for CSE (entry level). Management has a lot of behind closed doors anxiety and pressure about the attrition and "poaching" by other Seattle area companies, including right within the same corporate complex. Teams are managed with unclear expectations and at times, goals and expectations that are unreachable, especially for the evening teams. Call center reps are always under incredible pressure, but this site manages team metrics and expectations particularly poorly and inconsistently. For example - the CSAT survey. Many centers can take into consideration survey feedback that is clearly unrelated to the agent's service by pulling those scores from the reporting. Not here. There is a lot of time and effort put into the appearance of managing to company values vs. KPIs -
     however it's heavily KPI driven, just quietly. Really confusing and so hard to manage teams and motivate people when the goals are clear as mud.
     Demoralizing and stressful to say the least, and opens the door to management massaging and manipulating the results and the quarterly performance reviews - and the quarterly bonuses. Zero checks and balances, accountability or consistency.

    Advice to Management

    Tout the free fruit, the "culture" and keeping up appearances with the smiles and hugs all you want but it doesn't pay your employees' bills, and real business professionals won't buy into the facade for long. Thankfully in Seattle's job market, they don't have to. If you like your attrition levels, keep doing exactly what you're doing.

  8. "You can't be yourself! Doesn't Recommend."

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

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

    Pros

    Bonuses were very helpful (usually between 8 - 16%) but to get a good bonus, you will have to suck up into your manager, also "the almighty" has to like you or you are done.

    Cons

    You can't be yourself - be who your manager wants you to be. A company totally high school oriented where it counts if you are "popular" and not the stats (numbers). Useless philosophy. They hire managers/team leads with no experience or personality because they're very mold and will just follow ridiculous orders. They categorize the employees, or you do what they want you to do and they like you for being a follower or you are done!
    And don't even think on moving up in the company if you are not sucking up your Team Lead or Manager, or if you think different, or if you are not "popular" forget it! it doesn't matter if your stats are great! It's all about being popular and to be the chosen one....

    Advice to Management

    If you want to succeed you need to change all management of the US Bellevue area crew, they just help themselves, covering themselves and if they see that you figure that out, you are done, they will make your life miserable for you to quit or they find a way to fire you. Appreciate your hard workers!!!
    Don't categorize them - treat them like humans. STOP with the popular high school philosophy! we are all grown ups! Help the hard workers, not just yourselves.


  9. Helpful (1)

    "Great Place"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Team Lead in Grand Rapids, MI
    Current Employee - Customer Service Team Lead in Grand Rapids, MI
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Booking.com full-time (More than 8 years)

    Pros

    The environment, support system and fast paced work.

    Cons

    Shifts can be weird at times.

    Advice to Management

    Remain open to change and feedback from all levels.


  10. Helpful (2)

    "Customer Service is not or everyone"

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

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

    Pros

    – Great benefits
    – Free parking
    – Free bananas & avocados every day!
    – Great people and friendly atmosphere

    Cons

    –If you never worked in CS, you will HATE the micro management (your schedule is completely planned for you, some team leads don't even allow you to take your daily 10 minute personal time, which was constantly pointed out from HR as one of the great benefits)
    – 30 minute break is not enough.
    – Great opportunities, but they are all in Amsterdam.


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