Booking.com Customer Service Issues

I have a booking at Fabhotel Prayers Boutique Goa for 17/9 & 18/9. The terms state no advance payment is needed and it should be paid at check-in, with free cancellation until midnight of 15/9. However, I received an email from the hotel requesting an advance payment to guarantee my reservation. I have reminded them of the booking terms in my reply, but they sent a second email with the same request. I have made similar bookings on booking.com with no advance payment. This situation is unacceptable to me. My booking ID is TILOBW and Pay@hotel ID is KGBYGE.

I recently made a non-refundable reservation which I thought was the best price, only to find out that the hotel's website is offering better rates for AAA or Seniors on the same room and dates. Not feeling pleased about this discovery. My reservation number is [redacted]. I tried contacting the hotel directly, but they couldn't assist due to it being a third party booking. I am requesting a rate match, refund on my credit card for the price difference, or to honor the lower rate. Unfortunately, I don't have an email confirmation of my reservation to verify the pricing breakdown. Can you please provide me with one? My email is [redacted] Looking forward to your prompt response.

Hello, I wanted to share my booking confirmation number with you: [redacted]. When we reserved the apartment, we were unaware that it was privately owned. We mistakenly believed it was part of a hotel. Although this isn't a problem, the owner is requesting payment directly into their personal bank account before our arrival. Initially, we had chosen to pay with a credit card upon arrival. Furthermore, we just discovered on the Booking.com website that a $[redacted] cash deposit is required upon arrival for any potential damages, which was not disclosed during our booking. Initially, we encountered difficulties as our credit card information was not in the system. This issue has since been resolved. I informed the owner that Booking.com now has our credit card details and felt uneasy about sharing them via email or making a direct payment to their personal account. Could you please advise if the owner is paid through Booking.com or if direct payment to their bank account is required? Best regards, M. & C. Florence

The property's description was inaccurate and omitted important details. It failed to mention that it's located at a busy junction of three roads, including Rua de Sao Lazaro and Rua Nova do Destero where bus [redacted] passes, as well as Rua Manuel de Sousa by Lisbon's Central hospital. The proximity to heavy traffic, even when accounting for parked cars, caused significant noise disturbances. Unfortunately, the noise prevented us from sleeping the entire night and led us to leave the property the following morning in search of a quieter place. It was certainly disruptive to our trip. Given the misleading nature of the description, particularly the omission of the continuous noise levels, we believe a full refund of the booking is warranted, along with a revision of the property's description.

I recently had to cancel a booking for a suite in London that was confirmed through booking.com for September 11 to 14, [redacted]. The confirmation number for the booking was [redacted]. I had to cancel due to the inaccurate representation of the property compared to the photos in the advertisement. The bed, floor, and kitchen were messy, disorganized, dirty, and unpleasantly smelly, resembling a homeless person's living space. Feeling unsafe and uncomfortable, we immediately canceled the reservation and incurred over 130GBP in taxi expenses to find alternative accommodation. I am puzzled about how this property passed booking.com's standards. If I were to rate it, I would give it negative 5 stars. I am seeking information on how to obtain a refund for this booking. Thank you.

I accidentally reserved 3 rooms at the Jane Eliza hotel in Swan Hill, Victoria, last night, but I only needed one Superior room for my husband David Prossor on September 28th and 29th. When I called to confirm my booking, the agent informed me that I had actually booked 2 Superior rooms and one double room. I would like to cancel one Superior room and the double room. Unfortunately, I deleted my booking number thinking it was a routine booking. I apologize for the mistake and hope there won't be a charge for canceling the extra rooms. Kindly keep only one Superior room under David Prossor's name. Please contact me via text as my email is not reliable. Thank you. Diana

I made a reservation through booking.com for a trip to Tours in France. When booking, I specified the ages of my children, with the youngest being 8 years old. Unfortunately, a week before our trip, I was informed that only a cot was available for my youngest child. Despite expressing my concerns and pointing out that the property was advertised as suitable for children, I was told only a cot would be provided the night before our trip. With no time to find another place, we reluctantly accepted this arrangement. Upon arrival, we discovered that the accommodation was not only unsuitable but also unsafe for us to stay in. Consequently, we had to find an alternative place to stay for the second night. I have reached out for a refund of €[redacted] for the alternative accommodation, but booking.com has only offered €95.

Dear Sir/Madam, Greetings from Hotel VPN Residency! Partner ID: [redacted] Hotel Name: VPN RESIDENCY VAILANKANNI We have been in partnership with booking.com for 7 years without any issues. However, in the last two months, we have noticed an increase in bookings requesting a 15% discount. Despite already providing a 15% commission to booking.com, our management is not keen on offering further discounts to guests. We have tried contacting booking.com through their extranet to address this matter without success. Additionally, for the past two days, our hotel's booking.com site displays it as closed/not bookable from your end. We kindly request your assistance in resolving this issue promptly. Thank you & Best regards, M Mohamed Ameerudeen Hotel VPN Residency, Vailankanni Phone: 04[redacted]00 Cell: 95[redacted]9

Subject: Booking Issue - Ref: [redacted] Hello, I am writing to address an issue with my recent booking at Melia la Americas Varadero through Booking.com. I had reserved two rooms for a total of 4 people, as clearly specified on the booking with names listed per room. Despite repeated attempts to adjust the booking details, I was unable to modify the number of guests online. Upon arrival, the receptionist, Eliza, was uncooperative and insisted on charging an extra $[redacted] US$, in addition to the $[redacted] NZD already paid, to accommodate the additional guests. This discrepancy caused inconvenience and was not in line with my original booking. I kindly request your assistance in resolving this matter promptly. It is important to me that this misunderstanding is rectified as soon as possible. Thank you for your attention to this issue. I eagerly await a response from the Booking.com team. Warm regards, JM Stanton

I have a confirmation number [redacted] for my stay on Oct 9-11 at Bangkok Avani Anantara. I am a frequent guest and use Booking.com often. Initially, the site promised free cancellation. However, when I tried to cancel, I was informed there would be a charge because Avani supposedly refused to cancel. Yet, Avani has no record of my reservation and cannot cancel what they don't have. Being a loyal Booking.com user, I find it unfair to be charged for a booking I won't be using. I hope for your understanding. Regards, E.M. [redacted]

On Saturday afternoon, I attempted to make a reservation with booking number [redacted] on the Booking.com website. Unfortunately, I mistakenly ended up paying for booking with pin code [redacted] instead of my intended booking. The amount paid was £[redacted] instead of the correct £[redacted].90. I am unsure how this mix-up occurred and I am seeking assistance in correcting it. I have already reached out to both the accommodation provider and your office via letter, outlining the issue. I would like the error to be rectified, ensuring the correct booking is charged and the price difference refunded to my account. I believe this to be an isolated incident and hope for a prompt resolution. Thank you.

My husband, G. Munoz, made a reservation at SpringHill Suites Richmond Northwest for Friday check-in to Saturday check-out. Upon arrival after midnight on Friday, we were told our reserved room was unavailable, and we were given a king size bed instead, with indication that our booking was canceled. However, we were still charged for the reservation that was not utilized. The hotel staff mentioned it was charged as a no-show, despite us being there and being informed of the cancellation. At checkout, the receptionist advised us to contact the booking service for a refund, stating the hotel couldn't assist. We seek a full refund of $[redacted] for the unused room that was supposedly canceled. We are dissatisfied with this experience and request a resolution.

I made a reservation at Cave Units in Coober Pedy, South Australia. Upon arrival, the unit was not cleaned adequately. The shower, kitchen sink, ceramic cooktop, splashback tiles, and kitchen floor were all dirty. The unit had an unpleasant smell, and the bed linen was stained. When I contacted the owner, they advised me to wait for the cleaners and direct them on what needed to be done. I believe it is not my responsibility to supervise the cleaners, especially since the cleaning required would have taken hours due to the long-term neglect. As Coober Pedy is located far from other accommodations and it was getting late with wildlife posing road risks after sunset, we had to decide whether to continue staying. Due to these circumstances, I believe a full refund is a reasonable request. I hope to hear from you soon. Regards, Josie U.

I had reserved a double room at Hotel Tomboukto Fes from September 23rd to September 26th, but recently received an email stating that my stay needs to be canceled due to renovations at the hotel. The email suggested an alternative hotel, but it did not meet my requirements, so I made a new booking at a different place through Booking. I have sent two emails in response to Booking's Customer Service message but have not received a reply yet. My trip to Fes is approaching in two days, and the booking at Hotel Tomboukto Fes is non-refundable. I am reaching out to ensure that my booking at Hotel Tomboukto Fes will be canceled without any charges, as mentioned in the email. Please get in touch with me promptly to address this issue before my trip.

I had a double room booked at Hotel Tomboukto Fes, but recently received an email stating that my stay needed to be cancelled due to renovations at the hotel. The email suggested an alternative hotel, but it didn't suit my needs. I chose another hotel through Booking, and it has been booked and confirmed. I replied to Booking's Customer Service twice via email, but have yet to receive a response. My trip to Fes is approaching in two days, and the booking at Hotel Tomboukto Fes is non-refundable. I need assistance ensuring that my booking at Hotel Tomboukto Fes is cancelled without any charges, as promised in the email. Please contact me urgently to address this matter.

I wanted to share an email from my boyfriend that went unanswered: (Also, all of our vacation bookings are associated with the following email addresses: [redacted], [redacted], [redacted], and my boyfriend’s email [redacted]) Here is the email: Subject: Need help correcting a booking error Hello, I am Itai Admi. My girlfriend planned a surprise birthday trip for me to Koh Samui, but mistakenly booked for 3 nights instead of 3 days. We are looking to shorten our stay at the hotel by canceling just the first night, the 28th. The hotel has agreed to this change pending your approval. We made our bookings through booking.com and seek your understanding in waiving or reducing the cancellation fee for the first night we will not be using. The hotel confirmation number is [redacted].

I encountered an issue with a property listed on your site, the Royal Inn in Charlotte, NC on Reagan Drive. I made the booking using my Gmail account, [redacted] Despite initially booking for 4 days and paying for 2, I called to cancel while there due to the unsatisfactory conditions. The room was subpar, and I noticed it had a B health code rating. Upon discovering illicit activities in the vicinity, such as drug dealing and potential prostitution, I swiftly departed and checked into the more pleasant Drury hotel. Although I left early, I paid $[redacted] for the 2 nights I stayed. Given the unsettling experiences and safety concerns, I believe a refund would be appropriate.

Dear Sir/Modem, I recently booked two rooms at a partner SPG hotel through Booking.com. I received an email from the hotel stating that the name on the credit card provided does not match the reservation. The booking, under the ‘Early Bird Promotion’, requires full payment charged to this credit card upon confirmation and for presentation upon check-in for verification. Unfortunately, the card belongs to my friend, not me. If I cannot present my own card at check-in, how can I ensure the room is still kept for me? I attempted to arrange 3rd party payment with the hotel, but it was declined. I am curious why online travel agency bookings do not allow for 3rd party payments at this hotel. Additionally, when inquiring about earning SPG points, the reservation staff informed me that points cannot be earned on this particular booking. I wonder why this room type does not qualify for points and why only payments from the guest’s account can accrue points. Thank you for your assistance. Vincent

Dear booking team, I would like to seek assistance regarding my recent reservation made under [redacted] for the Icon Luxury Hotel. The booking dates are mistakenly set for September 21st to 30th, [redacted] instead of December. This vacation is crucial for me as it marks the first Christmas getaway with my entire family, including my sister and nephew. I have also arranged and paid for an additional room for my nephew. I kindly request to change the dates to the correct ones. You can reach me at [redacted] Thank you sincerely.

I booked a Superior Queen Room at the Park Plaza Victoria London through Booking.com today. My confirmation number is [redacted]. I intended to book only one room for $[redacted].48 AUD, but my confirmation email shows a booking for two rooms, and the payment for both rooms has been deducted from my credit card. The reservation was supposed to be on a pay-later basis, so I am confused as to why the money was taken immediately. I contacted +[redacted]78, spoke to Barbara, and she mentioned she would contact the hotel and follow up tomorrow. I want to clarify that I only intended to book a Superior Queen Room for myself and my husband. Thank you, Susan M.