Booking.com Customer Service Issues

Здравствуйте! Вчера в полночь мои апартаменты на Booking были забронированы гостем, который затем позвонил и попросил заселить его в 01:00, вместо обычного времени заселения в 13:00. Хоть для меня это было неудобно, я согласилась. Однако, спустя 30 минут гость отменил бронь, утверждая, что получил более выгодное предложение. Я удивлена, почему отмена была без штрафа. Теперь не могу открыть даты, которые были ранее забронированы. Booking сообщает о блокировке невозвратных тарифов. Пыталась связаться по телефону и написать, но безрезультатно. Номер и код бронирования не распознаются системой, но даты остаются закрытыми. Чувствую себя беззащитной. Надеюсь на объяснение и помощь. Спасибо.

My spouse and I were in the process of booking a trip to Aruba from 10/8 to 10/11 at the Holiday Inn Resort and Casino. We intended to book a non-stop round trip flight from New York to Aruba, reserve a room at the hotel, and arrange for a car rental. We inputted all the necessary details, including credit card information for the car rental. However, after clicking the final button, the screen went blank and has remained so. We are uncertain about the status of our reservation. Are we still booked? Will our credit card be charged? We're feeling quite perplexed by this situation. Your assistance would be greatly appreciated. Thank you.

I used Booking.com to reserve a room at American Best Value Hotel in Brunswick, GA. The room was terrible, infested with bedbugs, drug paraphernalia, and blood stains. The fire alarm was broken, and there were burn holes everywhere. We asked for a refund but were told we had to wait for it to be processed. The hotel and Booking.com were unhelpful. They said it could take up to 10 days to get our money back, even though taking it only took seconds. We just wanted help finding another room with the same money, but they refused. Now we're left penniless and have to sleep in our car. The whole situation is unacceptable.

Confirmation Number: [redacted].[redacted].[redacted] PIN Code: [redacted] Unfortunately, my experience at this location was not the best. I usually stay at Palmas del Mar often as I have family and friends in the area. The welcome was cordial, but whenever I asked questions or had concerns, I was quickly met with rude responses citing the contract. Here are the issues I encountered: 1. We only had one parking spot and arrived with two vehicles. The owner wanted me to park the second car in a rocky area next to a dumpster, which I refused, and managed to park in the hotel area, solving the problem myself. 2. The smell of seaweed was overwhelming, and again I was told it was in the contract. They even threatened to refund our deposit to make us leave after we were already there with my family. 3. On the first night, I found a cockroach while cooking for my family and immediately informed the owner. She seemed unconcerned and didn't show urgency in resolving the issue. 4. The air conditioning leaks in the living room where I left my computers, which could have caused damage. 5. The nightstand next to the bunk bed room is sticky, like from spilled sauce. 6. There was a three-hour power outage on the first night, leaving us in the dark during our vacation. 7. My daughter had allergy attacks from the dust, so she had to sleep in the master bedroom the last night due to the poor cleanliness of the other room. 8. We spent the last night in the dark and overheated as the power went out again, and there was no alternative system available. 9. The kitchen is uncomfortable, the cabinets need remodeling, and there are few cooking utensils. For these reasons, I am requesting a 50% refund of my stay and hope to not encounter these issues again.

Confirmation Number: [redacted].[redacted].[redacted] Pin: [redacted] Unfortunately, my experience at this location was not the best. I usually stay at Palmas del Mar often since I have family and friends in the area. The welcome was friendly, but as soon as I had questions or concerns, the response was rude, stating everything was in the contract. Here is what happened: 1. We only had one parking spot, and we arrived in 2 vehicles. The owner wanted me to park in a rocky area next to a trash can, which I refused, eventually finding a spot in the hotel area myself. 2. The smell of mold was strong, and again, the response was that it was in the contract. The owner even threatened to return the deposit money for us to leave once we were already there. 3. I found a cockroach while cooking for my family the first night, and when I called to report it, the owner seemed unfazed and lacked urgency in resolving the issue. 4. There were leaks from the central air conditioning near where I left my laptops which could have caused damage. 5. The bedside table next to the bunk bed room was sticky as if from spilled sauce. 6. There was a three-hour power outage the first night, leaving us in the dark during our vacation. 7. My daughter had allergy attacks due to the dusty room causing her to sleep in the master bedroom the last night because of the poor cleanliness in the other room. 8. We spent the last night in the dark and heat as the power went out again with no alternative system available. 9. The kitchen was uncomfortable, with cabinets needing renovation and lacking basic cooking utensils. For these reasons, I request a 50% refund for my stay and hope to not encounter these issues again.

I am Gary S., Kelly B.'s spouse, sharing our recent reservation experience with Rodeway Inn and why we are requesting reimbursement of $[redacted].26. On 7/3/21, we arrived around 6:00 PM at the Rodeway Inn. The manager couldn’t find a reservation under Kelly B.'s name, despite our Booking.com confirmation. He mentioned similar issues with other guests and advised us to contact Booking.com for help. I called Booking.com that evening at 6:54 PM and spoke with Agent Eicka J. after providing her with confirmation details. Eicka acknowledged Booking.com’s mistake and promised to locate a new room, covering any cost difference. We never received Eicka’s email and ended up booking at the Holiday Inn Express for $[redacted].38 for two nights instead of $[redacted].12 at the Rodeway Inn. We seek reimbursement for the $[redacted].26 variance if our initial Rodeway Inn reservation had been fulfilled.

On July 7, [redacted], I, Melinda Winningham, am requesting a refund for booking number [redacted] and pin number [redacted]. Upon arriving at the hotel, I witnessed concerning activities in the parking lot involving illicit drugs and improper behavior. Moreover, once in the room, I encountered a foul smell, signs of bed bugs, and damaged furniture. Despite these issues, the hotel refused to issue a refund, directing me to Booking.com. I have lodged a formal complaint with Clarion Inn and Suites and have also contacted the Better Business Bureau and the Michigan State Health Department. This stay was for my daughter and me, and due to the unsatisfactory conditions, I seek a refund of $[redacted].00. I have been a loyal customer of Booking.com for years and hope my refund request can be treated as a priority. I can be reached at [redacted].

Hello, I would like to share my recent experience regarding a flight delay that significantly impacted my trip to Miami. Scheduled to arrive on 7/8 at 3:26 pm, the flight was repeatedly delayed due to the captain being sick, resulting in several changes to my arrival time at the hotel. Despite my efforts to communicate the delays to the hotel staff, further delays occurred, eventually leading to the cancellation of my trip. I was assured by the hotel of a full refund without penalties, yet there seems to be confusion about the first-night charge. I believe that given the circumstances were beyond my control, I should not be held responsible for the initial night's payment. I am seeking assistance in disputing this charge and appreciate any help in resolving this matter promptly. Thank you for your attention to this issue. Regards, EL.R.

I've been trying for two days to change my flight with no luck. I spoke to multiple agents, but the last agent I was working with only managed to change half of my flight before I got disconnected. After waiting on hold, the line went to a busy signal. When I called back, I was put on a callback list and ended up speaking with another agent who couldn't reconnect me with the first one. Despite the earlier agent's notes, the new agent said I had hung up, which wasn't true. She tried to rebook but informed me of an additional charge due to a fare increase within an hour. The situation has been very frustrating. If someone could get in touch with me at [redacted] promptly regarding available Westjet flights, that would be appreciated.

I am seeking assistance regarding my reservation for the 'Lovely Victorian Cottage' in Lichfield scheduled for 31/12/[redacted] for 3 nights. The booking reference number is [redacted]. In light of the Covid travel restrictions, we requested to postpone our stay to the same dates in [redacted], as arranged with the owner. Despite being told we could proceed with the [redacted] booking, we decided to adhere to government guidelines and remain at home. I have been attempting to reach the owner via email and telephone without success. I noticed that the cottage is no longer listed online after the New Year. The owner was previously very helpful and communicative, but my recent attempts to contact them have gone unanswered. I simply wish to ascertain if our booking is still valid for this year. Any assistance would be greatly appreciated. Thank you, J. Reed

Booking Reference: [redacted] I am seeking assistance regarding a booking I had for the 'Lovely Victorian Cottage' in Lichfield from 31/12/[redacted] for 3 nights. Due to Covid travel restrictions, we rescheduled the booking for the same dates in [redacted] following an agreement with the owner. Even though we were permitted to go ahead with the [redacted] booking, we opted to adhere to government guidance and stay home. Efforts to reach the owner through email and mobile have been unsuccessful since the cottage was no longer available online after the New Year. Given the previous helpful and informative correspondence, it's surprising to receive no response. I simply want clarification on whether the booking remains valid for this year. Any assistance would be greatly appreciated. Thank you, J. R.

I have utilized Booking.com multiple times without any issues. However, during my recent trip on June 28, [redacted], our travel plans changed, and we had to modify our reservations. We originally booked a room at Rodeway Inn in Hesston, KS, which went smoothly. Upon arriving at Quality Inn in Longview, TX (#[redacted]), we were informed that we owed an additional $40 on top of the $80.50 already paid during booking. Despite my refusal to pay the extra fee, the clerk mentioned canceling the reservation and refunding the initial $80.50. It has been two weeks, and I have yet to receive the refund. After contacting Quality Inn, I was advised that the refund must come from Booking.com. I am frustrated and considering avoiding both Booking.com and Choice Hotels in the future. I am disappointed as I have never encountered additional charges upon check-in, and both hotels assured me that the reservation price was all-inclusive as stated. I am hopeful for a resolution and the prompt return of my refund.

I made two room reservations about a month ago. Last night, the hotel called to inform me that they were unable to accommodate my stay on 07/24-07/25. Consequently, my son had to quickly find alternative rooms for those dates, which were both further away and more expensive. The new hotel cost $[redacted].00, exceeding my initial reservation of $[redacted].00 and causing financial strain. I'm requesting a refund for the price difference per your commitment and guarantee. My reservation number is [redacted], pin number is [redacted], and I can be reached at [redacted] I hope you can uphold your reputation and resolve this issue promptly. Thank you, Judith Neumann.

I have a booking in Genoa, Italy from December 10th to 12th, which I would like to keep. I wanted to make an additional booking for one overnight stay in the Boccadasse area by the bay and pier for one night. I attempted to book at a place called Matteliu for either December 15th or 16th for one person, but the booking was unsuccessful. Please ensure this additional booking can be made without canceling my hotel in Cairoli. I continue to receive suggestions for hotels in the Palermo area and other places outside of my interest, leading to confusion. I would appreciate it if you could handle the reservation for the Matteliu room in the fishing area of Boccadasse for one night. Thank you. Booking reference: [redacted], Gretchen Tatsch.

Dear Booking.com, I made a reservation at A & R rooms in Bristol for 6 nights, which I paid £[redacted] for on 8th April [redacted]. Unfortunately, I received a last-minute email on 11th July from Rihana, the host, stating that the room was no longer available due to Covid-19 concerns regarding bubbles. Despite her claim that she also sent a text, I did not receive it. Upon arriving in Bristol on the 11th, my husband and I discovered the cancellation when we contacted Rihana, who did not leave any voicemails. Despite requesting alternative accommodations, none were available at that time. I also asked Rihana to inform Booking.com on our behalf, but she has not responded. I am hesitant to leave a review until this matter is resolved. I had to book another hotel at a high cost due to this inconvenience. I urge you to address this issue promptly and provide a resolution. Thank you for your assistance. Regards, Sarah Gardiner, Edinburgh

My mother made a reservation for a two-night hotel stay for me, believing it was already paid for. However, upon my arrival, I discovered that the room had only been reserved, and payment was required. Unfortunately, as my mother used her debit card for the reservation, I did not have the means to cover the cost at that moment. I am hoping to resolve this issue and determine the necessary steps to secure the room. I am inquiring if the room is still available for me and if it is possible to check-in for just one night instead of the originally planned two nights, to avoid the full cost being charged to my mother's account. I am eager to have this matter resolved promptly. The front desk attendant's unhelpful response added to my frustration. My mother, who is 75 years old, might have misunderstood the payment procedure. Any assistance you can provide would be greatly appreciated.

Subject: Disappointing Experience at Boomerang Hotel - Confirmation Number [redacted]95 Dear Customer Service, During our recent stay on the 10th of July [redacted] at the Boomerang Hotel, our group of women aged 30-50 encountered a disappointing experience. Despite positive online reviews and pictures, the reality differed greatly. The rooms were plagued with damp patches, a musty smell, and unclean carpets. Although the rooms were tidy, we found issues such as ill-fitted Lino posing a trip hazard and broken furniture. The accusation regarding damaged "Naval Memorabilia" by the landlady, Vicki, caused distress, especially singling out one of our friends based on inaccurate information. The lack of toiletries and the overall condition of the room did not justify the high cost we paid via Booking.com, which amounted to £[redacted] for two of us. We hope for a resolution to address the discrepancies noted during our stay. Sincerely, M.S. Email: [redacted] Phone: [redacted]3 *Sent from my iPhone*

On July 14, I made a reservation at Elev8 in Flagstaff, AZ, requesting a balcony room and receiving confirmation. Upon arrival on July 15, I discovered they had mistakenly assigned me a patio room. While the dark parking lot with inadequate lighting was tolerable, I found that the light on my room's door lock was not functioning. Upon realizing the door remained unlocked from outside, I notified the front desk. After several unsuccessful attempts to fix the lock, feeling unsafe as a solo senior traveler, I decided to leave and seek alternative accommodation. I am requesting a refund for my stay at this hotel. Confirmation: [redacted].

I tried to contact your customer service but couldn't reach anyone after searching for two hours. I finally found this email address online. I booked a hotel in Stockholm for four nights but had to check out early due to the hot temperatures and lack of sleep. The hotel owner mentioned I need to contact Booking.com for a refund as I booked through them. She requested Booking.com to call her regarding the refund. Here is my confirmation number [redacted] and the pin code [redacted]. I hope to hear back from you soon.

During our stay at Devon House Guest House in Paignton from 8/7/21 to 12/7/21, we were disappointed by the parking situation. The property advertised parking, but we had to use a nearby multi-storey car park that was dirty and expensive. Despite paying for breakfast, we did not receive it due to Covid restrictions, and even a simple bottle of water was not provided as an alternative. The en suite was extremely small and had a bad smell, which the owner attempted to address by cleaning the floor, which did not solve the issue. The following day, we were informed of a blocked toilet and sewage overflow at the property. Additionally, there was no housekeeping service, and we suspect Covid might be used as an excuse for lack of services. The sink was too small for the kettle, making it inconvenient for us to fill. We feel we overpaid for a deluxe room with minimal services and encountered problems with cleanliness and facilities.