Booking.com Customer Service Issues

Good afternoon, I am Marco Pineda and I would like to review my account at the Best Western Plus Kissimmee hotel during my stay from May 22 to 30. There are two transactions on my credit card each for $[redacted].68, but I only stayed in room [redacted] and was charged twice. I am seeking a refund for the duplicate charge and the additional fees added to my reservation, which was initially for $[redacted].71. The hotel said the extra charge was a security deposit that should be returned but hasn't been refunded. I had cancelled one incorrect reservation with booking.com and made the correct one at the same hotel. The hotel claims booking.com charged for both reservations and refuses to refund. I need assistance in resolving this issue and having one of the charges returned to my credit card. Thank you, Marco Pineda Alvear.

Hello, We have been trying to reach out to you about a booking we made on 15/06/[redacted] for Chris B. arriving on the 22nd of June. We were unaware of the additional costs to access the retreat on top of our original booking. Upon learning this, we contacted Booking.com for a refund and have tried multiple times to resolve the issue with your business. During our recent call, the representative mentioned contacting us about this matter. We have also reached out to Booking.com, but they are still waiting for a response from the Alpine Retreat. We are hoping to have these matters resolved promptly. We have taken all necessary steps to address this issue, but there has been minimal communication from both your company and Booking.com. Warm regards, Chris and Amy B.

I have already sent a message, but here it is again. I was looking for accommodation for two adults needing two beds and a shower. However, what we were given was a small motor home conversion. It had a couch that unfolded into a bed with pillows and sheets, and a table that had to be disassembled with seat cushions placed on top for another bed, but no sheets were provided. The shower at the back of the vehicle next to a portable toilet required stepping up and sitting to swing feet over into the tub, suitable for young children sharing a bed and easy to access the shower but not suitable for two men in their late 60s and early 70s. The host agreed to authorize a refund of two nights' rent, but I was unable to respond promptly due to my phone issues until Friday morning.

I reserved a deluxe Corner King room, but at check-in, the room did not match the options listed on booking.com. Luckily, the hotel offered a pool Suite for one night. However, I still need a balcony for my wife and me to enjoy our anniversary weekend. I would appreciate it if you could assist me in resolving this matter. The hotel staff, including Nick, were helpful in securing the pool Suite for the night, but I need a resolution for the following evening. Please get in touch with me promptly regarding the discrepancy between the booking description and the room received. I would like to extend my stay for another night to continue our celebration. Thank you.

I am concerned about a property listed on Booking.com and its affiliated partners that are operating as a hotel in a residential-only building, violating the building's lease agreement. This poses risks in terms of health and safety, insurance policies, and anti-social behavior issues, including COVID breaches. Despite reporting these incidents to the police and providing them with a crime incident number, the situation remains serious. I have tried to request the removal of these listings without success, facing only automated responses and inability to reach customer service representatives. I urge the company to reconsider its listing policies to prevent such unauthorized operations that disrupt the neighborhood and strain local resources. Thank you, Claire.

I am experiencing issues trying to finalize a taxi reservation on the Booking.com website. Despite entering all information correctly, the payment process is not going through, displaying a recurring message stating "Sorry, we have not been able to take your payment." I have attempted payment using both an American Express card and a Mastercard, but the problem persists. I have taken additional steps like restarting my computer and trying to book through my phone, all without success. I have already reached out through the online help page, but the response received did not address the actual issue I am facing. As a long-time user of Booking.com, I am currently disappointed by the lack of assistance. My goal is to successfully complete this taxi reservation today, so I would greatly appreciate any help provided.

Hello, I am Zoran Ilic, and I am inquiring about the refund status after missing the deadline. I recently received an email explaining that my booking at Apartmani Marko could not be confirmed, and the refund of €[redacted].60 has been initiated. Typically, refunds take 7-12 days to process, but sometimes this timeframe varies. For tracking purposes, here are some transaction details: Transaction time/date: [redacted]-06-11T05:44:03Z Payment reference: 6fa3b140-f09e-4d9f-8f1b-68873b67d6b5 I appreciate any assistance or updates you can provide. Thank you for your help. Best regards, Zoran Ilic

I booked our annual Tango/ski holiday with you for March [redacted], which was canceled due to COVID-19. We received a voucher for the booking costs to use by November [redacted]. Unfortunately, our March [redacted] trip was also canceled. I requested a refund on March 28, [redacted], but it has not been processed yet. With the uncertainty around international travel, we would like a refund of the [redacted].20 Euros paid or another voucher for [redacted] for the Tango/Ski holiday in La Plagne Bellecotte. This is the email we received regarding the cancellation: Dear Customer, Due to government closures of public places in France, Spain, and Andorra, all residences and villages will be closed until specified dates. Your stay will be postponed, and you will receive a credit equal to the value of your booking. The credit must be used by a specific date in [redacted] and is valid until November [redacted]. Thank you for your understanding. Rest assured, our team is dedicated to assisting you during these times. Kind regards, Pierre & Vacances Team Booking: [redacted]0 Client: [redacted]4 Thank you, J. J.

Re: Booking ID: [redacted] Hello, I made a reservation for a stay in Cancun, Mexico from June 28th to July 14th, [redacted]. I was promised a Free Airport Taxi service. However, when I tried to book it, I received an error message stating they couldn't find a taxi for my specified date, time, or location. I need the Airport Taxi service for two people, with the following details: - Departing from CDG Airport - Arrival at Cancun International Airport at 19:40 on Mon, June 28, [redacted], on flight AF650 Air France - Email address: [redacted] - Mobile number: +[redacted]13 Despite the requirement to book at least 48 hours in advance, I've been attempting to book for the past two days without success. Please proceed with the booking using the provided information and update my contact number. I have been waiting in the app's chat for an hour, even though it indicated a 12-minute wait time. Unfortunately, the chat has not begun. Thank you, Ayyappan Ramachandran and Vijayalakshmi Ayyappan

Subject: Assistance Needed with Airport Taxi Booking Hello, I made a reservation for a stay in Cancun, Mexico from June 28th to July 14th, [redacted], and was supposed to receive a free airport taxi service. However, when attempting to book the taxi using the provided link and details, I encountered an error message stating, "Unfortunately, we can’t find a taxi for your date, time, or location." To rectify this issue, I kindly request assistance with booking an airport taxi for two people. The pickup details are as follows: Starting Point: CDG Airport Arrival: Cancun International Airport at 19:40 on Mon, June 28, [redacted] Flight: AF650 Air France My email is [redacted] and contact number is +[redacted]13. It has been a challenge to secure the booking within the stipulated 48 hours before arrival, despite my attempts over the past two days. I would appreciate it if the airport taxi could be arranged with the provided information, and I request an update for my contact number. Unfortunately, I have been unable to connect with the chat support on the app despite waiting for an hour. Thank you for your prompt assistance. Best regards, Ayyappan Ramachandran and Vijayalakshmi Ayyappan

I need to cancel my hotel reservation booked through Southwestair.com and receive a refund. I am unable to do so as I never received a confirmation email with the booking details, including the Booking.com confirmation number and pin code. Without this information, I cannot cancel online or over the phone, and Holiday Inn Express, where I made the reservation, cannot assist since it was made through a third party. Holiday Inn Express directed me to Agoda, who informed me it was booked through Rocketmiles. I have been on hold with Rocketmiles for 20 minutes with no success. I am feeling extremely frustrated as Southwest, Booking.com, and the other parties involved are not providing the necessary assistance due to the missing confirmation email. Can anyone offer any help with this situation?

Subject Line: Complaint Regarding Recent Car Rental Experience Reservation No. RCV[redacted] Dear [Redacted], I hope this message finds you well. I am writing to bring to your attention the disappointing experience I encountered during my recent visit to your car rental branch, ACE CAR RENTAL, at Orlando International Airport. I had chosen your company based on a previous positive experience, but unfortunately, this time things did not go as smoothly. Upon my arrival, I faced several challenges. The pickup service was delayed, leaving me waiting for 45 minutes in the rain while other rental companies had multiple shuttles arriving. When I reached the location and encountered the manager, I was met with disrespect and rudeness. Despite having already paid for my reservation in full on 6/15/[redacted], I was informed that my booking had been inexplicably canceled. This lack of customer service was exacerbated when I was pressured into additional coverage charges due to my payment method. Furthermore, the condition of the vehicle provided was subpar, with evidence of smoking inside, a concern for my health due to asthma. Given these circumstances, I kindly request a full refund of the charges associated with my car rental and seek a prompt response within 24 hours. Sincerely, C. Okelone

We made a reservation for 2 rooms at Zulu Hotel in Tulum, Mexico from June 27th to 29th, checking out on the 30th. Upon arrival, we were disappointed to discover the rooms lack air conditioning and the open bathrooms are unsuitable for our children and one of their girlfriends. We are seeking to change to a different hotel in Tulum without incurring additional cancellation charges. We kindly ask Booking.com to assist us in canceling this reservation at Zulu Hotel and facilitate booking another hotel that better suits our family's needs. Booking Confirmation: [redacted] PIN: [redacted]

I made a reservation for a motel room in Victor, Montana from June 17 to 21, [redacted]. Despite arriving late due to a delayed flight, I paid for the room in cash upon arrival. However, upon entering the room, I was met with an overwhelming stench - a combination of mustiness, old odors, and cigarettes. The condition of the bathroom was unhygienic with soap particles in the tub and water all around. The toilet seat and floor had not been properly cleaned, and there were paint droppings, food particles, and a worn-out carpet in the room. The thought of staying there was unbearable, and I requested a refund of $[redacted].20 in cash from Angelique, the manager, who directed me to contact Booking.com for the refund. I am seeking a full refund as we simply couldn't tolerate staying in such a dreadful room for even a few minutes, let alone five days.

Hello, my name is Miranda Livesey. I arrived on Saturday, June 27th, but couldn't access my accommodation. I tried calling multiple times with no luck. Jan and Simon kindly assisted us. I emailed on June 26th and 27th but received no response. My sister and I are stranded in a foreign country. The host is refusing to help or provide a refund, even though squatters are now in the property. I paid a total of £[redacted].00. We urgently need assistance as we are currently without proper accommodation. Our booking number is [redacted]. We are grateful for any help. Thank you.

I am reaching out to address my upcoming trip to Tulum, unfortunately disrupted by a natural disaster affecting the Riviera Maya a week ago. I have been a resident of Cancun since [redacted] and witnessed the severe impact firsthand, with tons of seagrass accumulating on beaches, emitting toxic fumes, rendering the water unsafe for swimming, and creating a health risk when walking along the shore. Despite cleaning efforts, the overwhelming amount of seaweed continues to pose a threat to the region. This is not a matter to be taken lightly, as last year's similar disaster had significant negative consequences. Forecasts suggest the situation will worsen in the coming weeks with additional seaweed arrival. Booking a beachfront suite in Tulum was intended for enjoying the sea and swimming, which is currently impossible due to the hazardous conditions that are expected to persist until at least the end of August. Given the health and safety risks involved, I kindly request a full refund as this natural disaster is beyond anyone's control. I look forward to your prompt response. Thank you.

I am writing to address my upcoming stay in Tulum being impossible due to the recent natural disaster in the Riviera Maya. Living in Cancun since [redacted], I have witnessed firsthand the severe impact of tons of seagrass washing ashore, making the beaches unsuitable for swimming and posing health risks due to toxic fumes and insect infestations. Despite cleaning efforts, the situation is escalating with more seaweed expected. I urge for a full refund for my beachfront suite reservation in light of these conditions, as swimming and walking along the beach are hazardous. Given the health and safety concerns, I believe this circumstance warrants a refund as it is beyond control. I seek your prompt attention to this matter. Thank you.

I encountered an issue with my booking on June 13 through Booking.com. Although the reservation wasn't confirmed, 27€ was deducted from my bank account. I received an email assuring me that the refund process had commenced, promising the money would be returned within 7-12 days. However, to date, I have not received the refund. Customer service advised me to email the received email and provide a bank charge screenshot. Unfortunately, I am unsure where to send this documentation. I would appreciate clarification on the correct email address. Additionally, I am eager for a timeframe on when I can expect the refund as I have not received any updates yet. My payment reference is 4da75493-9bc8-4e18-[redacted]-45f2409bf37a with a transaction timestamp of [redacted]-06-13T07:04:30Z. Your assistance in this matter would be greatly appreciated.

During our recent stay at Superior Shores & Conference Center on June 23rd, we encountered issues with our room's air conditioning system. Despite reporting the problem promptly, the technician was delayed and unable to resolve the issue due to an old unit in a poor location. After a discomforting night without a cool room, we were disappointed that no alternative accommodations were available. We are requesting a refund for room #1-[redacted],1-[redacted] totaling $[redacted].80. Our confirmation is #[redacted]40. Please address this matter promptly. Thank you.

Hello! I encountered issues with my 13th of June booking on Booking.com. Although the booking wasn't confirmed, 27€ was deducted from my bank account. I received an email stating that the refund process had commenced and that I would receive my money back within 7-12 days. However, the refund has not been credited to my account yet. Customer service advised me to email the received email and provide a screenshot of the bank charge for further assistance, but I am unsure where to send this information. I am seeking clarification on the refund timeline as well. My payment reference is 4da75493-9bc8-4e18-[redacted]-45f2409bf37a, with a transaction timestamp of [redacted]-06-13T07:04:30Z. I appreciate your assistance in resolving this matter.