Booking.com Reviews | Glassdoor

Booking.com Reviews

Updated January 20, 2018
197 reviews

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Booking.com President & CEO Gillian Tans
Gillian Tans
46 Ratings

197 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. Helpful (1)

    "Bad management"

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

    Pros

    Nothing is great working here

    Cons

    Everything is bad. They use like a machine.


  2. Helpful (6)

    "Inconsistency, Lack of Direction and Leadership"

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

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

    Pros

    - Free Travel
    - Great Benefits: Health/Vision/Dental
    - Good 401K Benefit
    - Company Outings
    - Refreshments and Snacks Weekly

    Cons

    - Lack of Leadership Qualities
    - No direction from upper management
    - Plays favorites
    - Inconsistency
    - When Senior Managers or Area Manager cannot answer the question they shove it under the rug
    - Unclear expectations

    Advice to Management

    - There is no transparency
    - Micromanagement
    - Don't promote a manager to senior just because they are good performers but they lack management skills
    - Focusing too much culture but not developing an individual's success and development
    - Employees are not heard because of company plays favorites
    - Company's model "fail fast and learn fast" it's not really what it is.

  3. Helpful (2)

    "Customer service executive"

    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
    Doesn't Recommend
    No opinion of CEO

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

    Pros

    Healthy free fruit, technically savvy company, dual monitors.

    Cons

    Schedules that do not fit into work life balance. Changing schedule for special needs, circumstances is nearly impossible, even with documentation. They are not flexible. So many issue are up to the discretion of your manager. Hopefully they will understand your situation and go to bat for you. Some will not and use most of their time on their personal cell phone while on the floor and on the clock, totally absorbed in everything else but work and team.

    Advice to Management

    Attendance policy is up to discretion of managers, when it should be office-wide. There is a lot of favoritism and discrimination shown by some management along with Inconsistent policies, with unclear interpretations.


  4. Helpful (4)

    "Business Development Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Business Development Specialist in San Francisco, CA
    Current Employee - Business Development Specialist in San Francisco, CA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Fun Environment
    Great People
    Travel
    Free snacks and coffe

    Cons

    This position has extremely high turnover. The targets are unrealistic and the company does not provide you with resources or the support. Avoid this job at if you can. You have 1 quarter to hit your goal and if you don't you are on a performance plan and gone. All of the leads you are given are 4-5 years old and have been called on many many times. The company claims to be the best but compared to competitors its falling behind.

    Advice to Management

    Rethink this position. Either get rid of it or actually take the time to provide the resources needed for your people to actually hit their targets. Stop playing with peoples careers.


  5. Helpful (4)

    "Worse Company Award!"

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

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

    Pros

    The only pro for Booking.com is the diversity. Nothing else.

    Cons

    The internal communication is fail, with divergent info in each department and between departments as well.

    HR and director knows about the problems, but they prefer to ignore what happens. They don't really care for employees.

    HR usually close tickets opened by employees without solve the problem. Is really frustrating.

    If you get Sick and need to request PTO, you run the rick to have your PTO denied because doesn't matter the reason, you have to tell HR 24 hours in advance that you need PTO.

    Depending of your team leader, (s)he is going to say that you can Not use the bathroom in the first or last hour of work!!

    You have also to have print-screen of Everything that you do, because your team leader can decrease your worked ours without your knowledge, besides say that you checked-in late even if you were there on time, but could not login due technical issues.

    They want you to work on your breaks and lunch.

    Turnover is extremely high. Must people don't hold the job for more than 6 weeks.

    In the interviews and during career fairs is said that employees can apply to other positions in the company in 6 months. However, that is not true. Minimum time is 1 year, unless you are an exception, in other words: if you have great contacts And your team leader Really wants to help you.

    No Booking.com for me anymore.

    Advice to Management

    Should start taking care of the employees
    Should improve the communication in the company.
    Should give a very good train to: team leader, HR, trainer and recruiters.


  6. Helpful (11)

    "Don't waste your time in Credit Control"

    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
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Free coffee, fruit, and all the water bottles in the world. Occational trips. Some coworkers are cool. Hours are ok.

    Cons

    So many cons. Any manager above team lead is a complete joke. They will not hire anyone out of their 20s and are slowly getting rid of older employees. They are constantly preaching that only young, energetic people fit the "culture". They treat the GRR, Orlando, and Bellevue credit control departments as a frat house. You are made to feel bad if you don't want to go drink and goof off many nights a week. Heaven forbid you have a life outside of work. These so called managers are telling employees that it doesn't matter if you're good at your job, if you dont fit their idea of the "perfect personality " they will replace you. Clearly they dont comprehend that Booking believes in diversity. New, young employees are hired in making more than those that have been there for years, while experience is given a 2% yearly raise. Experience is also treated as a bad thing and those employees are told they bring down the engagement score. Don't bother wasting your time here. Unless the senior managers in the company can wake up and treat get rid of the bad managers in this department, this is on a fast track to failure.

    Advice to Management

    Get rid of the bad managers in this department. Listen to seasoned employees. Stop getting rod of older people. Stop only hiring young people.


  7. Helpful (8)

    "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. Helpful (7)

    "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 (4)

    "Customer Service Executive"

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

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

    Pros

    Ability to utilize my foreign language skills.

    Cons

    I did not get credit for cleaning up after other agents' incomplete work, which affected my stats. I resolved several customer service issues due to overbooking of accommodations. When I tried to escalate issues, in order to maintain my stats, I was reprimanded. It was a no-win situation. Some of the internal language lines were continually unavailable, when I tried to transfer calls in other languages.

    Advice to Management

    Make sure the overbookings do not occur and don't penalize the CSEs when they spend extra time cleaning up overbooking issues with customers at midnight. Make the employees in the host countries more accountable.


  10. Helpful (24)

    "DO NOT WORK HERE!"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend

    Pros

    DO NOT WORK HERE!

    Cons

    This place is toxic, very passive aggressive political work environment, poor leadership, too much gossiping, no growth within the company unless you move to Amsterdam HQ, unprofessional co-workers/team leads/managers!


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