Booking.com Customer Service Issues

I made a flight reservation with Booking.com on April 1, [redacted], for a trip from July 7 to July 14, [redacted], for two people. I paid $[redacted].80 using my husband's card for round trip tickets from Pensacola, FL, to Minneapolis, MN. Our return trip turned into a nightmare. We arrived at the airport on the 14th at 4am to find out Booking.com had switched our tickets to a one-way trip without informing us. After hours of calls and assistance from the airline, we had to fly back with a different carrier. I am requesting a refund of $[redacted].40 to be credited back to my husband's card and a voucher for a future flight due to the inconveniences we faced because of Booking.com's error. Four representatives admitted the mistake was with Booking.com, not the airline. The lack of immediate assistance left us stranded at the airport. Please contact me at [redacted] to discuss this matter. I intend to report this to the Better Business Bureau and social media if not resolved, leading to legal action. Ignoring the situation will only escalate it.

Hello, my name is Robert Bass. Last morning on July 21, [redacted], I made an online reservation for tonight at the Red Roof Inn in Shelbyville, KY. Upon entering my Debit Card Number, I was informed that the transaction was denied, so I did not complete the reservation. Surprisingly, I noticed that the charge of $[redacted].86 went through on my bank account even though I didn't receive a confirmation number. The Red Roof Inn confirmed a reservation in my name for tonight, attributing the charge to Bookings.com. I am requesting an immediate reversal of the charge, as your website indicated my card was denied. Thank you for your prompt attention to this matter. Best, R. Bass

I made a reservation at the Roy Hotel, and upon arrival, they requested a $50 deposit which I objected to and canceled right away. The hotel assured me that the cancellation was done without any fees. However, I later received an email about an attempted charge on my card, which I discovered was made after I had already moved to a different hotel across the street. Even though the hotel said they didn't attempt the charge, I suspect otherwise. Given my situation of being homeless and usually receiving complimentary accommodations, I urge them to cease any further attempts to charge my card.

Hello, We have booked a Standard Apartment for 4 people from August 30th to September 12th, [redacted], and we would like to upgrade to a larger apartment. The Superior Apartment for 5 people would be perfect for us. The accommodation has informed us that changes can only be made through Booking. If direct changes to the booking are not possible, we are willing to move during our stay. I have noticed that a Superior Apartment for 5 people is available for booking from September 1st. At the same time, another family we are friends with will be staying nearby in a 5-person apartment, so getting closer apartments would be ideal. It would be greatly appreciated, especially for our children, if we could find a solution. With hopeful regards, Carina S.

Hello, I'm Carlos Uribe. I reserved a room for two nights in Rome from July 8 to 10 under confirmation number [redacted], charged to my Visa ending in [redacted]. The accommodation was supposed to be at M&J Place Hostel on Via Solferino 9, Stazioni Termini. However, upon arrival, I couldn't find a front desk or reception area. The person I spoke to, who appeared to be a cleaner, didn't allow me to see the rooms and asked me to return after 3 pm. There was no physical office, and the information on Booking.com didn't match the reality of the hostel. The only positive aspect was its proximity to the transportation terminal. I informed the cleaner that I wouldn't stay there as it seemed more like a shelter. I found alternate accommodation elsewhere. I've booked with your service multiple times, but this experience was disappointing. I request a refund to my credit card ending in [redacted]. Thank you, Carlos Elias Uribe.

Dear Customer Support, I am writing regarding my recent booking at Serkeci Family Hotel under reference number [redacted].[redacted].[redacted]. I arrived on 22/7/[redacted] for a 9-day stay but encountered several issues. The hotel charged me €[redacted] and an additional ₺[redacted] for airport transfers. Upon arrival, I was shocked by the dirty and unkempt condition of the rooms. The photos on the website were misleading, and the rooms were unclean, with used bedding, mosquitoes, spoiled food, and inadequate amenities. Despite my request, the hotel refused to refund my payment. I have evidence in the form of photos showing the unacceptable state of the rooms. I requested to speak with the manager, who was inaccessible. Due to my current location, please contact me via email at [redacted] While in Turkey, I can be reached at 00-90-[redacted], and upon my return to the UAE on August 11, [redacted], my local contact numbers are 00.[redacted].50.[redacted] and 00.[redacted].55.[redacted]. I trust Booking.com will assist in resolving this matter promptly. Thank you for your attention to this issue. Sincerely, D.H.

On July 20th, I made reservations for two rooms at the New Llandudno Hotel through booking.com. Later, I received a call from Mahreen at the hotel informing me that there were no available rooms, and the booking should not have been accepted. On the 21st, the day of our supposed stay, I received a text inquiring about our arrival time. I explained the situation and received no response. I spent the day in Llandudno to keep my grandchildren from being disappointed. Following a call with the owner's advice to contact Mahreen, I provided a bank statement as requested. The total charge is £[redacted].81, exceeding the initial quote. Despite this, I have not received any further communication. I kindly request a resolution to this issue. Best regards, Jan P. Booking Confirmation: [redacted] PIN: [redacted]

I made a reservation and payment for a stay at Apartment Bebek in Zaostrog, Croatia, with reservation number [redacted] and PIN code [redacted] from July 22, [redacted], to July 26, [redacted]. However, upon arrival, there was no one to meet us, and no one answered the provided phone number. After contacting the booking service, they kept us on hold for 24 hours, forcing us to find alternative accommodation. The next day, we spoke with agent Mohamed R. and learned that the apartment was still under construction and not suitable for rent, with no landlord present to welcome us. Despite his assurance to check with the landlords, we have yet to receive any response from Booking. As the reservation and payment were processed through your platform, I kindly request a refund of [redacted] Euros.

My mother and I booked a room at Microtel Inn and Suites in Carrollton, Ohio for June 26th to the 29th. When we arrived, they initially assigned us room [redacted], which was dirty and had not been cleaned properly. After complaining, they moved us to room [redacted], but it was also unsatisfactory with stains on the walls and a bed bug, which we documented. We requested a refund, but they directed us to contact you for the reimbursement. It has been more than a month, and we have yet to receive our money back. I am becoming increasingly frustrated, and I am hoping for a resolution without needing legal action.

Dear Sir/Madam, I made a reservation last week for two rooms for 2 adults and 3 children from Thursday, July 22nd to Saturday, July 24th. Unfortunately, the property canceled my booking as someone else had already paid for it. After speaking with the Hendham House receptionist, I was informed that I would receive a refund within 5 working days. However, it has been over a week and I have not received my refund nor any updates from Hendham House. Upon contacting Hendham House today, they mentioned that my details were not in their system and advised me to reach out to Booking.com for further assistance. The confirmation number for my booking is [redacted], pin code: [redacted]. I paid a total of £[redacted] under the name of Segunda Mendes Mendes. Could you please assist me with this issue? Thank you for your attention. Sincerely, Segunda Mendes Mendes

Hello, I want to share my experience with a situation I encountered on Booking.com during my recent trip to Lovran, Croatia. I made a booking with Turisticka agencija Tomic for accommodation from 27.07.[redacted] to 31.07.[redacted]. The communication with them solely took place via email without a confirmation number or pin code, and I unfortunately fell victim to an advance payment request. Upon arrival, the accommodation was unsatisfactory - dirty, dysfunctional, and not suitable for renting. It is evident that Turisticka agencija Tomic may be misusing Booking.com for initial contact before carrying out their scam. I encourage action to prevent others from falling into the same trap. Despite this negative experience, I was able to secure alternate accommodation in Opatija (booking number: [redacted], Pin code: [redacted]) which adhered to Booking.com standards. Should there be any further steps to address this issue, I would appreciate your guidance. Best regards, B. Rupcic

Dear Members, I want to share my recent experience with a reservation at Vagabond Corvin Apartment in Budapest, which is under Vagabond Hotels. Upon check-in, I realized my room did not have air conditioning, which was a necessity due to the high temperature of 33 degrees. Unfortunately, the hotel staff informed me that there was no way to resolve this issue. I am reaching out to Booking.com to address this situation as my family and I had difficulties sleeping in the hot weather on August 32nd, [redacted]. My priority is to find a solution promptly; however, I have been unable to contact Booking.com by phone. Thank you for your attention to this matter. Best regards, Hussein Farhat

Regarding reservation number [redacted].[redacted].[redacted] from July 24th to July 31st, I am seeking clarification on the evaluation process used by Bookings.com for properties listed under their Evolve category, which seems to be owner-operated. My experience with the cleanliness and overall condition of the rental home was highly disappointing. The photos portrayed a new and beautiful house, and with no reviews available, I assumed it was a new property on the rental market. Typically, I choose 5-star accommodations, but this particular home was more deserving of a 1-star rating at best. Upon our tired arrival, we neglected to thoroughly inspect the sheets, believing there would not be an issue. However, in the morning, our guests complained of dirty sheets with traces of previous occupants, which was also evident in our own sheets. Despite contacting the homeowner immediately, the situation was not promptly resolved as the cleaning service only straightened the bedspreads without changing the sheets. Subsequently, I had to take matters into my own hands and handle the laundry myself. In addition to the bedding issue, the refrigerator, cabinets, pot holders, place mats, patio table, and even the ceramic plates and glasses were all dirty or damaged. The homeowner's request for leaving shoes at the entry did not make sense as the carpet did not seem clean either. Furthermore, a home inspector among our group noticed safety hazards like a loose deck rail. Basic amenities like kitchen sponges and adequate napkins were also lacking, and false advertising regarding water park and tennis court access added to the disappointment. Another setback was not being able to utilize the pool due to the homeowner's limited association membership, despite the initial expectation of pool access. These shortcomings in the rental significantly impacted our vacation experience, prompting me to question the vetting process for properties offered through Bookings.com and how I ended up with Evolve rather than a more reliable accommodation option.

My confirmation number at Sea Cottages of Amelia is [redacted]. It seems there was an overbooking issue, and Betsy, the owner, messaged me saying I had a room booked at Home2 that was already paid for. Despite already deciding to sleep in my car, we received this late notification after spending on my credit card for food and bedding. Following this, when we dropped off our bags at Home2 but didn't stay, Betsy's son called threatening to involve the police. I even offered to check out immediately, as we only stayed for ten minutes before going back to work. I drove for 8 1/2 hours non-stop to arrive early enough to rest before our event in the parking lot. This situation is disappointing, and being threatened while having nowhere to sleep is unacceptable. I hope the company can resolve this swiftly without involving my boss.

I made a booking error and ended up reserving a room in the wrong state without receiving a confirmation email. I am currently on a work trip and need to cancel the reservation to make a new one in the correct location. Despite contacting the motel, they were unable to assist me without the confirmation. This situation is frustrating, considering my wife could easily cancel a similar mistake. I am struggling to reach the customer service line due to high call volume. Can anyone provide guidance on how to resolve this issue promptly? My personal email is [redacted] Thank you for any help.

I am a Level 2 Genius member of Booking, Jacob S., sharing my disappointing experience with a reservation made four months ago (Booking #[redacted].[redacted].[redacted]) for a special occasion with my wife. I received a message from Booking on August 2nd, informing me that the hotel in Jaffa could not accommodate us and suggested an alternative in a less desirable neighborhood, which I declined due to safety concerns. Despite being charged, my reservation was later canceled by Booking. The explanation for the cancellation kept changing, from a broken water pipe to police closure due to COVID-19. I requested a refund and a new reservation at a comparable location without additional charges. I am deeply dissatisfied with Booking's handling of the situation and expect appropriate compensation for the inconvenience caused. Jacob Stern

Upon arriving at Crowne Plaza Felbridge after a long journey, we were disappointed with the room's cleanliness. The milk was curdled, and despite requesting more, none was sent to the room. The hand towel had stains and brown marks on it, which was extremely unpleasant. Even though we spoke to the reception, the response was inadequate. We expected better hygiene, especially during the Covid times, considering it's a 4-star hotel. This experience was unacceptable, and it significantly impacted our stay. We hope Booking.com can help compensate for this letdown and restore our trust in booking through them. Thank you.

Good afternoon, My name is Jesús, and I am a regular customer of Booking. I am writing to address a reservation I made through your website that led to unfortunate consequences for my partner and me. Here is what happened: Today, August 3, [redacted], I had a booking at an accommodation in the city of Granada called "Candil Comares by Alhambra Suites." Two days before the scheduled date, on August 1, I called the establishment to arrange an approximate arrival time with the responsible party. Over the phone, he informed me to contact him on the same day after 1:30 PM and to let him know the time I would arrive, as there was no reception. He mentioned that sending a message via WhatsApp would be sufficient. On the 3rd, at 1:49 PM, as we discussed, I messaged him via WhatsApp to confirm the estimated arrival time. Upon arriving at the location and not finding anyone, he called me. He directed me to where he was located and provided directions to enter (without offering to accompany us). Upon entering the establishment, we discovered the front door and reception door wide open, with no one present. To our surprise, our room, located at the entrance, had the key in the lock and was open. Upon entering, I noticed a strong odor of decay and found the bathroom in poor hygienic conditions, with the toilet in an unsanitary state (dirty, as if someone had relieved themselves there). I took photos of everything and informed the responsible party. Despite not receiving a call back, I went outside to find him in a nearby bar. He seemed evasive initially, but eventually apologized and said he would clean the room promptly. His words did little to reassure me given what I had seen and the unprofessional treatment received. I conveyed my disappointment via WhatsApp, mentioning that the stay was meant to be a surprise for my partner, and the cleanliness and size of the room did not meet our expectations. I also communicated our decision to leave the premises. I feel deceived by someone who showed no interest, and the poor cleanliness standards and room size were far from what was expected, especially during the current COVID situation. I request a full refund for the booking, considering the COVID measures stated on your platform were not met. Contact details: Name: Jesús Pérez Gil Phone: [redacted] [redacted] [redacted] Booking number: [redacted].[redacted].[redacted] Thank you and have a good evening, Jesús

Hello, my name is Michele Croswell. I searched for the Akwaaba Mansion on Booking.com for 09/10-12/[redacted], located at [redacted] MacDonough St, Brooklyn, NY [redacted]. The search provided various Bed & Breakfast options with proximity to the desired location. Initially, Booking.com offered a 10% discount for the Akwaaba Mansion stay, and as a long-time member, I expected an additional discount. Direct information for the Akwaaba Mansion was not available, so I reached out to them online to make the reservation in my son and daughter-in-law's name. I contacted the Bed & Breakfast to inquire about applicable discounts and I am currently waiting for a call back. Hopefully, I will receive a response and clarification from Booking.com.

Good afternoon, I had a booking for 2 nights at Hotel Panorama with confirmation number [redacted]. Unfortunately, I missed the first night due to car trouble on the journey, which delayed my arrival. I'm wondering if there is any chance of a refund for that night. I can provide supporting documents like the car repair invoice and the alternative hotel reservation I had to make through Booking with confirmation number [redacted] to stay while waiting for the car to be fixed. Thank you for your assistance.