Booking.com Customer Service Issues

Earlier today, I reserved 2 rooms at the Richmond Bed and Breakfast in Shanklin, Isle of Wight for September 2 to September 5 for 3 people. The booking was confirmed via email. Subsequently, I received a call from the owner who rudely stated their policy does not allow more than 1 room per party. Despite explaining our situation as pensioners and being considerate, the owner insisted on cancellation, even using harsh language. This left me upset as a 74-year-old, just trying to secure accommodations for a family wedding. Following this, I received a notification about a payment issue, which surprised me as my card has sufficient funds, and I have never faced this problem before. I decided to cancel the booking due to the unpleasant experience and made a new reservation at Bedford Lodge, which was successfully confirmed. I hope there won't be any issues with this booking. The situation is confusing, as the property's policy mentions no parties/events, but I believe 3 pensioners booking 2 rooms does not constitute a party. I appreciate your attention to this matter. Thank you, A.M.

Hello, I have been trying to reach your customer service department via email multiple times this week without receiving any guidance regarding my question. In addition, I attempted to contact you through the provided telephone number, but it appears to be unavailable. I am looking to make a reservation for an apartment at "Apartamentos Dena" in the Sanxenxo - Pontevedra area of Spain. The dates I am interested in are from July 15th to July 26th, totaling 11 nights. I noticed that Apartamentos Dena also offers hotel rooms, which prompted my inquiry. Booking.com is showing a good deal for approximately [redacted]€ for the last available apartment with a non-refundable payment option. Could you please confirm that this deal is specifically for booking an apartment and not a standard hotel room? Thank you for your assistance. Best regards, Lydia

Hello, I canceled my reservation and the Radisson hotel has refunded you. I would like to know how you will refund me in return. Looking forward to your response. Hermann Reservation Number: [redacted] Attachments: Message from Radisson Blu Waterfront Hotel, Stockholm: Dear Hermann Bastien, I have processed a refund on June 23, [redacted]. As you originally paid Booking.com and they provided a virtual credit card to us for the charge of [redacted].12 SEK, the refund will be returned to Booking.com first. Please contact them to receive your refund. The virtual credit card number is: [redacted]******[redacted]. Feel free to reach out with any further inquiries. Kind regards, Andrej Front Desk

I have not received my refund of $[redacted].83 on my Capitol One account despite canceling my reservation on June 15, [redacted] at Embassy Suites Chattanooga. I have contacted both Booking.com and the hotel to request the refund. Please prioritize returning my money to my account promptly. Thank you, Lovely Robinson.

We made a booking at MyPlace Camden Apartment on Georginana Street for March 27-29, [redacted], with the confirmation number: [redacted].[redacted].[redacted] and pin code: [redacted]. We paid £[redacted] in advance for the reservation. Due to Covid-19, we had to postpone our London trip during the lockdown. Liliana, the owner, offered to reschedule our stay with just a cleaning and laundry fee through Booking.com. Now that restrictions have eased, we attempted to reach out for a weekend getaway, but her phone number seems inactive. We kindly request assistance to either get a refund or arrange a new booking at MyPlace Camden as initially agreed. Best regards, Bryn Williams

I made a reservation at Sleepy Inn in Fredericksburg, Virginia for June 25 and 26, [redacted], booking two adjoining rooms. Upon arrival, we realized there was no elevator, not very handy for cat owners, and our rooms were not adjoining as requested. I discovered my room, number [redacted], had working air conditioning, but the other room, number [redacted], did not. Despite informing the receptionist and following their instructions, the air conditioning did not improve. The receptionist offered a fan, which was not effective. As there were no other rooms available, we uncomfortably squeezed into one room for the night. I requested a full refund due to the unsatisfactory conditions. The hotel's amenities were also disappointing, with minimal breakfast offerings and a misleading advertisement. Overall, the experience was subpar compared to other places I have stayed, leaving me with a negative impression of the hotel.

I made a reservation for a property in Julian, CA this week but have not received the confirmation email. Despite multiple attempts to have it resent through the customer service website, I received a notification that it was sent to an incorrect email address, which is not the one I provided during booking. Contacting customer service via phone requires a confirmation number from the missing email. I have also messaged customer service online, providing all necessary details multiple times, but have yet to receive confirmation after 6 days. The property reserved is "the Heart of Julian" for Aug 26th to Aug 28th, [redacted]. I am frustrated by the lack of response and uncertainty about my reservation. I can be reached at [redacted], [redacted], or [redacted] I used the Gmail address for booking. Your help is appreciated. - Monica King

Good day! I am reaching out regarding my booking, fully paid on December 31, [redacted], for the period from August 1 to August 11, [redacted], booking number [redacted].[redacted].[redacted] (pin-code [redacted]) at Angel City Aparthotel located at Ostrovského 20, Prague, [redacted] 00, Czech Republic. Due to COVID restrictions, my husband and I were unable to visit the Czech Republic. We agreed with the property owner, Petr Rosenberg, via Booking.com chat to reschedule our stay to July 17-27, [redacted]. The property owner issued us a voucher for this change. However, in [redacted], Czech Republic still had not opened its borders to tourists from Ukraine. We have sent multiple emails to the property owner ([redacted], [redacted]) requesting to postpone our stay at Angel City Aparthotel for another year. Unfortunately, we have not received a response and are seeking your assistance. Please help us in communicating with the property owner. Can you provide any guidance in this situation? Best regards, Olga

I am extremely disappointed with my recent stay at this hotel. The conditions were appalling - there was no pool, washer/dryer, and cleanliness was severely lacking. Basic amenities like towels and toilet paper had to be obtained from the front desk, and bringing dirty linen there is unacceptable. The room had broken windows, stained bedding, and falling apart furniture. Additionally, there was graffiti in the bathroom and a pervasive smell of mold and marijuana throughout. The advertised breakfast turned out to be just coffee available at the front desk. This experience was not only the worst around, but also falsely advertised. I urge the management to address these issues promptly, as it is unacceptable to have such low standards. I have photographs documenting the poor conditions and would advise against anyone, especially families with children or elderly, staying at this establishment. I hope this feedback prompts necessary improvements for future guests.

Hello! I encountered an issue with my booking on the 13th of June through Booking.com. They couldn't confirm it, yet 27€ was deducted from my bank account. Following this, I received an email informing me that the refund process had commenced, indicating that I should expect my money back within 7-12 days. Regrettably, the funds have not been returned to me as of now. Customer Service advised me to forward the email from Booking.com and provide a screenshot displaying the bank charge. I am unsure of the correct email address to send these documents to. I am also eagerly awaiting confirmation on when the refund will be processed as I have not received any updates. Kindly assist me with resolving this matter promptly. Payment Reference: 4da75493-9bc8-4e18-[redacted]-45f2409bf37a. Transaction Time: [redacted]-06-13T07:04:30Z. Your help in resolving this is greatly appreciated.

I had a reservation at Bentleigh Motel in Coffs Harbour, NSW, for one night on June 29, [redacted], for two people. Regrettably, I had to cancel on the same morning due to a sudden lockdown in Queensland, where I reside. This made it impossible for me to travel. Consequently, I missed my specialist appointment in Coffs Harbour too. An amount of $[redacted].90 was deducted from my account, causing a significant loss for me as a pensioner. I contacted Bentleigh Motel, and they mentioned that I need to reach out to you regarding the refund. I would like to reschedule my stay for August 8, [redacted], but I am unable to afford another deduction of $[redacted].90. I understand there may be a fee for last-minute cancellations, but this situation was beyond my control due to covid-19. Thank you, Laurel Q.

I'm currently in Hawaii on vacation from today until the 13th. Initially, I believed I had a reservation at the Imperial Hotel for a Banyon Plus room. However, I discovered two days before my trip that there was no booking. Subsequently, I made a reservation at the Aston Waikiki Hotel, which happened to be the Aston Waikiki Circle Hotel instead. The Circle Hotel, being older, lacks a pool and cannot accommodate an additional bed for my daughter and granddaughter, the three of us traveling together. I visited the Aston Waikiki Beach Hotel, just about 4 blocks away, and the manager mentioned they could offer us a room. If it's possible to cancel my stay for 7 out of the 8 nights here so we can transfer tomorrow, it would be greatly appreciated. I've been disappointed with Booking.com due to these circumstances. Kindly assist with this change. Thank you.

My experience at Yellowstone Country Inn was incredibly disappointing. The room was supposed to be a deluxe double with a refrigerator as advertised on their website, but upon arrival, there was no refrigerator. Furthermore, the television was not working, the phone was dead, and we couldn't access the internet as promised. The front desk staff, including a young teenager, was too preoccupied to assist us promptly. After bringing these issues to the manager's attention, we were finally provided with a refrigerator. The cleanliness of the bathroom was also subpar, with a dirty floor underneath the bath mat. Overall, I would not recommend this hotel due to the misleading information on their website and the lack of satisfactory customer service. Bogus.

I made a booking for 3 single rooms at The Russet House Kings Lynn for a weekend. The first night was good, but on the second night, there was a disturbing incident with the police involved due to a crime committed nearby. The owner was not present during this ordeal, and we felt unsettled and unsafe. We contacted the owner, who downplayed the situation, and we decided to leave without having breakfast. I am seeking a refund for one night's stay for the three rooms, totaling £[redacted].

I encountered an issue with my booking on June 13 on Booking.com, which was not confirmed, however, 27€ was deducted from my bank account. I received an email from the website indicating that the refund process had commenced and I should expect the funds to be returned within 7-12 days. Yet, I have not received the refund. After contacting Customer Service, I was instructed to email the received email and provide a screenshot of the bank charge as proof. I am unsure about the correct email address for submission. I seek clarity on the refund timeline, as I am still awaiting confirmation. For your reference, the payment reference is 4da75493-9bc8-4e18-[redacted]-45f2409bf37a and the transaction time was [redacted]-06-13T07:04:30Z. Any assistance with this matter would be appreciated.

I recently had my car broken into at the hotel, and they reimbursed me for one night's stay. I did not receive a 4-digit pin in your email, and the automated system doesn't address this issue. Unfortunately, I can't access your website from this computer. It feels like denying refunds by blocking access and creating barriers. I have poor phone signal in my area, and my office is underground with thick walls, so my office line cannot receive texts. Is there a direct number to reach a person for assistance?

We experienced a setback with three family members contracting Covid-19, resulting in the cancellation of our trip. Additionally, my 92-year-old uncle, whose birthday we were celebrating, was hospitalized with the infection. We are remaining hopeful for his recovery. Therefore, we had to cancel our stay at Quality Inn under booking number #[redacted].[redacted].[redacted] with pin code #[redacted]. Despite being charged four times for $[redacted].78 each, totaling $[redacted].12, only two refunds were processed after reaching out to the hotel. They claim Booking.com was responsible for the charges. I kindly request a refund for the remaining two charges of $[redacted].78 each. This unforeseen circumstance was beyond our control, and we are struggling financially due to the situation with Covid-19. Your understanding and assistance in reversing these charges would be greatly appreciated.

Hello, I am reaching out regarding my booking with reservation number [redacted].[redacted].[redacted] (pin [redacted]) at Angel City Aparthotel in Prague. I paid for the reservation on December 31, [redacted], for a stay from August 1 to August 11, [redacted]. Due to Covid-19 restrictions, my husband and I were unable to travel. We rescheduled our stay with the owner, Petr Rosenberg, to July 17-27, [redacted], and received a voucher. Unfortunately, the borders are still closed in [redacted], and I have been trying to contact the owner to postpone our stay further, but I have not received a response. I am seeking assistance from Booking.com to communicate with the property owner. Any guidance on how to proceed would be appreciated. Sincerely, Olga

During our planned hotel stay, my wife and I encountered a terrible and unsafe situation. We were approached by individuals pressuring us to buy drugs, making us feel extremely uncomfortable. The issues continued from the hotel parking lot to our room. We promptly returned to the front desk, where the employee acknowledged the problem and agreed we couldn't stay. I returned the room keys, expecting a refund, but it was never processed to my card. Following up, the location manager avoided me and even summoned law enforcement. They claim Booking.com has the refund, not them. I have documented every interaction, feeling deeply disappointed by this unpleasant experience that truly spoiled our family vacation. Never will we return to this place!

Upon our planned arrival at the hotel with my wife, we encountered an extremely dangerous and unpleasant situation. People were pressuring us to buy drugs, making it unsafe. The issues continued as we approached our room and even at the door. This led us to promptly return the room keys to the receptionist, who acknowledged the poor conditions and indicated a refund to my card. Unfortunately, the refund never processed. Subsequent attempts to retrieve the funds were met with avoidance tactics, including the location manager calling law enforcement and hiding in the bathroom to evade contact. The manager asserted that Booking.com, not the hotel, was responsible for the refund. I diligently recorded all interactions with the establishment. This experience has severely affected our vacation, and we will not be returning to this place.