Booking.com Customer Service Issues

Hello, I wanted to share my recent experience trying to make a hotel booking in Bali using bookings.com. I had saved a few hotels that I liked, including "the Kana Kuta." However, when I received an email prompting me to continue my booking, I assumed it was for "the Kana Kuta" and went ahead to confirm my reservation for 3 nights. To my surprise, upon checking my confirmation details, I realized that the booking was made under the name of "the Kuta Central Park hotel," which was not the hotel I intended to book. Given that it's a non-refundable booking, I reached out to the "Kuta Central Park hotel" to explain the issue. They advised me to contact bookings.com for assistance and mentioned that if they provide confirmation of the mistake, I may be able to receive a refund for the reservation.

I recently cancelled my reservation at Wine Valley Lodge hotel in Napa, CA, 24 hours before my stay. However, I was charged an unexpected fee that has left me without available funds during my vacation. I am hoping to have this amount refunded promptly. On previous occasions when I've cancelled, I have not encountered this issue and have been accommodated without any charges. Unfortunately, the hotel staff did not allow me to cancel in advance. I look forward to a quick resolution to this matter. Thank you, Leah Butterworth.

On Friday, 20th April [redacted], I arrived at Palia Sa Coma Playa aparthotel for a 2-night stay with a booking I had confirmed. To my surprise, upon check-in, my name was not on the list. I paid a tourist tax of 3.32€ in cash, whereas my contract indicated it should be 2.20€ at the hotel. Although I paid [redacted].52€ with my card under the impression that the payment had not been made, upon my return, [redacted].82€ was withdrawn from my account. I contacted the hotel immediately, but they were unaware of the issue. It caused me significant stress to resolve the situation, which overshadowed my stay. I believe the mix-up could have been avoided if Booking.com had informed the hotel about my payment beforehand. I feel that a full refund is warranted due to the inconvenience and uncertainty I faced during my stay. I am also concerned that my card details were used without authorization. An explanation of the lack of coordination between Booking.com and the hotel would be appreciated to prevent such incidents in the future.

I am writing to express my dissatisfaction with my recent stay at the Continental City Hotel in Earls Court on April 27th. Unfortunately, our room had several issues such as a non-functioning air conditioner, heating, and telephone, as well as an uncleaned toilet. Moreover, there was a fire alarm in the early morning that triggered my partner's epileptic seizure, and we were not warned in advance. The hotel staff dismissed our concerns about the fire alarm by attributing it to toast and failed to inform us about the non-operational lift, resulting in us having to climb five flights of stairs unexpectedly. Despite promises from the staff to address our complaints, we have yet to receive a satisfactory response. After multiple follow-ups, they offered a partial refund through Booking.com, but I believe a full refund is more appropriate considering the multiple issues we encountered during our stay.

I need assistance in informing Hostal La Pilarica in Marbella and Hostal Victoria Center in Granada that my Visa ending in #[redacted] was declined by Chase Bank. Chase mentioned that the charges of $[redacted].76 for Hostal La Pilarica and $[redacted].96 for Hostal Victoria Center are valid, but they were declined due to suspicion of fraud as they were manually submitted and Chase was not aware of my travel to Spain from May 27 to July 2, [redacted]. I kindly request both lodgings in Spain to attempt charging my card again as I have provided the information twice but Chase mistakenly declined the charges. Since I am making nine bookings today, I believe it would reassure these lodgings if they knew the charges can be processed again. Your help would be highly appreciated. For any clarification, please contact me at [redacted]. Thank you, Robert S. Booking Name: Robert Sanchez Confirmation Numbers: Hostal La Pilarica: [redacted].[redacted].[redacted] (PIN: [redacted]) Hostal Victoria Center: [redacted].[redacted].[redacted] (PIN: [redacted])

Dear Customer Service Team, I am writing regarding my booking number [redacted] and Pin Code: [redacted] for a stay at Hotel Plaza Elysees in Paris, France from June 10 to June 15, [redacted]. Due to personal reasons, I canceled this booking last Friday, May 4, [redacted]. Although the hotel's policy states that no prepayment is required and free cancellation is allowed until June 7, [redacted], I was charged 5,[redacted],[redacted] VND upon cancellation. I received an email confirming the free cancellation, but the charge still appeared on my credit card. I kindly request you to look into this matter, as my cancellation was well within the free cancellation period. Thank you for your assistance. Best regards,

I made a reservation at Koox Estudio 30 in Playa del Carmen for May 11-14, booking on behalf of a group of 18. Subsequently, I discovered that the hotel was oversold and our group was relocated to Koox Downtown Boutique without prior notice from booking.com or the hotel. Upon contacting Hotel Downtown to adjust the reservation, they requested authorization from booking.com for any changes. To resolve the issue, I would like to either adjust the booking to 2 nights at the Downtown location from May 12-14 or cancel the reservation entirely to seek accommodations elsewhere.

I recently cancelled my reservation at Forenom Aparthotel in Tampere, Finland. The Booking.com confirmation number is [redacted] and the PIN number is [redacted]. I received an email from Booking.com confirming the cancellation was free. However, I have not received a refund on my American Express Card yet. I am a loyal customer of Booking.com and am disappointed with the service provided by Forenom Aparthotel. Although the hotel claims I didn't confirm the reservation with them directly, I made the booking through Booking.com. I'm reaching out to Booking.com to ensure I get my refund promptly. Thank you for your assistance in resolving this matter promptly.

I made a hotel reservation through Booking for today until 5/19. United Airlines unexpectedly canceled our flight early this morning at 6 am. We struggled to find an available flight and could only secure one for tomorrow, causing our arrival date to shift to 5/16 instead of 5/15. I contacted the hotel promptly at 7 am to explain the situation, but they refused to refund tonight's stay. We're being financially impacted due to circumstances beyond our control. Despite this setback, we still plan on honoring our reservation a day later. Is there any possibility of receiving compensation for the unused night? Thank you for your understanding.

I would like to bring attention to my negative experience with Igalo Hill Apartment. The property is not licensed, and the owner seems to be leaving fake positive reviews. The information provided on the website is inaccurate and deceiving. During my 7-night booking, I only stayed for 2 nights. I did not receive an invoice, and the owner Oly never showed up, only argued over the phone. I urge others to verify the details before trusting this unlicensed and dishonest owner. I plan to take further action regarding this non-compliant property and hope that this issue is investigated and the property's misleading information is removed. Thank you.

Our home recently experienced a fire, leaving us unsure of what remains. Luckily, my husband had his wallet with him. Currently, we only have $20 in cash. We recall having a $20 or $25 credit since March [redacted], but its location eludes us. Please assist us in locating it as utilizing the credit could prevent us from sleeping in our car tonight, offering much-needed relief. We are physically and emotionally drained from the events today. If possible, please contact us promptly as there is a room available for under $40, easing our stressful situation for the night. Your help in this dire time is greatly appreciated.

On Friday, May 18, I tried to book two nights at The Bridge Tavern B&B in Wicklow, Ireland. I mistakenly used my friend's email account and entered "[redacted]" instead of "[redacted]" After not receiving a confirmation, we booked another place through Booking.com, Halpins B&B, for the same nights under my account, Patricia Peters. We then cancelled our booking at The Bridge Tavern by email when we didn't receive confirmations from either Booking.com or The Bridge Tavern. Today, my friend Deborah Watson attempted to cancel the booking at The Bridge Tavern through email, but was informed the establishment was closed and her booking couldn't be canceled. Could you please assist in canceling and refunding the booking for The Bridge Tavern B&B in Wicklow under the name of Deborah Watson for May 22 and 23?

A few months back, I tried to reserve a room at Ascott Sentral in Kuala Lumpur, but as I was close to completing the process, I encountered an online connection error. Due to this, I assumed the booking was unsuccessful as I did not receive confirmation from either Booking.com or Ascott Sentral. Consequently, I booked at Fraser Residence for May 21st and 22nd, [redacted]. Recently, I observed a pending charge on my MasterCard from Ascott Sentral. After contacting them, they directed me to reach out to you as the booking agent and provided booking confirmation number [redacted]. I kindly request a refund for the charged amount since I was unaware that the initial transaction went through. Thank you, Brenda P.

I stayed at the Beachcombers Hotel in Grouville, Jersey, from May 19th to May 26th. The room was disabled-friendly as requested. However, we were disturbed by loud noises from upstairs at 5:00 AM for 2.5 hours. I complained to the receptionist, but no action was taken. The next night, the new manager, Vince, kindly offered us a different room on the second floor, which was not ideal for my wife's disability. The traffic noise and poor window seals made our stay uncomfortable. Vince tried to compensate us with a meal and wine, but our holiday was still ruined. I mentioned to the staff that these issues have been raised in TripAdvisor reviews since [redacted]. It seems like the older part of the hotel is not well-maintained. I am requesting a partial refund for our unpleasant experience.

During our check-in on Friday night, we encountered multiple issues. The floor remained wet, the room was inadequately cleaned, there was trash left behind, the broken coffee pot was not replaced, and we even spotted cockroaches. On top of that, the presence of transients on the property and an alarming incident where two men approached us, attempting to involve us in drug-related activities, made us feel extremely unsafe. The staff's response was disappointing; the young employees present seemed ill-equipped to handle our concerns and failed to escalate them to management promptly. Despite our efforts, we received no follow-up. Due to the lack of safety and overall unsatisfactory experience, we've decided to check out a day early. Our getaway has been marred, leading us to request a refund.

I made a reservation at a Quality Inn in Medford, OR for August 3rd. My confirmation number is [redacted], and the PIN number is [redacted]. Unfortunately, I had unexpected automobile expenses and needed to cancel the reservation. After explaining my situation to Booking, they informed me it was a non-refundable room, a detail I missed when booking. Booking told me they would check with the hotel to see if there was any possibility of a refund due to the circumstances. Despite not hearing anything, I contacted the hotel directly, but they mentioned it was up to Booking. Following up with Booking, a representative named John spoke to the hotel and confirmed they couldn't refund the room cost as it goes against their policy. I found it frustrating as each side seemed to be blaming the other. I had a conversation with another hotel staff member who explained the situation, showing that cancelling the reservation would lead to issues with the non-refundable policy set by Booking. As a senior living on a fixed income, I hope for a resolution from Booking, as their initial communication hinted at a possible refund. Thank you, Louise Willson.

On May 30th, I made a reservation for a 2-night stay for myself and my partner in Blackpool. When we arrived and received the key, we were shocked by the state of the room. The light and smoke alarm were hanging from the ceiling, plaster was peeling off the walls, the wash basin was not connected to the waste pipe, and the carpet looked extremely worn out. The bed was in terrible condition, with unwashed duvet and pillowcases, a thin and dirty mattress, and no bed bugs in sight. We had to find alternative accommodation, costing us £[redacted] in addition to the £48 paid for the original room. We are deeply disappointed and hold the establishment accountable for this unacceptable situation. The hotel in question is the Sunningdale on York St in Blackpool. Attempting to reach the owner has been incredibly difficult. I have taken photos of the room to support my complaint.

Booking Number: [redacted], PIN: [redacted] We departed from Oasis Hotel in Evian earlier today after a two-night stay. Unfortunately, our experience was not pleasant due to the strict policy of not allowing any outside drinks or personal food on the premises. Even having a drink in the room was prohibited, leading us to purchase only from the hotel at high prices. Upon complaining upon check-out, the owner became aggressive, raising his fist close to my face until his wife intervened. This behavior was unacceptable, especially after being loyal customers this month. I settled the bill using Visa and intend to escalate this issue with their legal team. Feeling upset and dissatisfied, I considered involving the police. I will provide feedback, but suggest addressing this matter before it escalates further. I am currently in Germany and unable to reach you by phone. Please contact me at 0[redacted][redacted].

I made a reservation at Budget Inn in Columbus, Ohio through booking.com, but upon arrival, I was disappointed with the uncleanliness of the room and decided not to stay. The male staff member rudely demanded my ID even though I hadn't finalized my decision. I left and booked a room at a nearby hotel. Surprisingly, Budget Inn still charged my credit card $63.45 without my consent. When I confronted them, the staff refused to provide a receipt or refund, claiming the charge was non-refundable according to their paperwork. They even falsely tried to charge me an extra $40. This experience was unsatisfactory and I feel scammed by their misleading information on pets allowed and payment policies. I demand a full refund as I was mistreated and forced into an unwanted stay at a dirty room. My name is Katrina S. and I will be reporting this incident to the media to prevent others from facing similar issues.

I would like to file a complaint regarding a property I booked through booking.com. The issue is not with booking.com itself, as I have always had good experiences with the service. However, I urge you to reconsider working with the property Las Tres Palmas in Sofia, Bulgaria, as I had a negative experience with the owner's unethical treatment. Our booking number is [redacted]. We paid for 4 nights at the apartment but were delayed in arriving. Despite informing the apartments and attempting to confirm our late arrival, they cancelled our booking without contacting us. After finding alternative accommodation for the night, we tried to reach them but received no response. The next day, they demanded we rebook and pay again, enforcing a [redacted]% cancellation fee. Despite speaking to the property and booking.com, they insisted on charging us. This treatment is unacceptable, and I believe booking.com should reconsider working with them to protect customers from such behavior. I appreciate the assistance from booking.com, but unfortunately, the situation remains unresolved.