Booking.com Customer Service Issues

I stayed at your hotel recently with confirmation number [redacted] and PIN number [redacted]. The room we reserved had a problematic bathroom shower drain that caused water to accumulate past ankle height while we showered. Additionally, the bathroom lighting was too dim, making it difficult to see. The noise from people in the hallway and the elevator was disruptive since our room was directly across from it. Due to these issues, we decided to check out a day early, but we were not refunded for the unused day. We kindly request a refund for the day we did not stay as we were not satisfied with our overall experience.

Hello, I hope you are well. I recently tried to access my booking account, only to find it blocked. Despite reaching out to customer service multiple times and speaking with several agents, I've been informed that the issue cannot be resolved, and my account remains blocked indefinitely. This is quite frustrating as I have upcoming reservations on your website that I now cannot access. As I have a trip planned within a week, I urgently need to print my itinerary and also cancel a car reservation for August 21st to 26th due to a better deal I've found. I would greatly appreciate any assistance you can provide. This sudden problem has caused me significant stress and wasted a lot of my time and energy on the phone trying to resolve it. I believe I'm not the only customer facing this issue. Thank you in advance for your help. Best regards, Khadidja

For the past 3 years, I have been a regular guest at the Bedford Motel, staying there for 3 to 7 days every month and paying in cash. When booking through Booking.com, they deducted the money for a three-night stay from my Direct Express card. Upon arrival, the owner insisted that I pay him directly as they do not receive payment from Booking.com. Feeling cornered, I paid for two nights instead of three. I'm in a difficult situation as a homeless individual needing basic necessities like a shower. Could the remaining balance be refunded to my Direct Express card? The owner's actions have left me in a tough spot. I noticed an IRS letter on the counter last year, should I report this behavior?

Subject: Canceled Stay at Hopfenberg Inn (August 4-5, [redacted]) To Whom It May Concern, I would like to dispute the charge of €95 on my Mastercard account related to the reserved room at Gasthof Bad Hopfenberg. The room provided did not meet the standard of what was advertised, nor did it match the quality of the other rooms we have booked at similar prices in the past. The so-called "standard room" featured on your website and the positive reviews did not reflect reality. Upon arrival, we discovered that the inn is situated near a clinic, and the predominantly elderly guests heavily used the inn's café. The atmosphere was bustling, and it seemed like our arrival as bicycle hotel guests was disrupting their routine, which was evident in the unfriendly reception we received. Instead of a country-style room, we were offered a small, musty attic room where the air was stale. Despite the mild weather, it felt stuffy under the roof. The “silent” air conditioning unit provided was noisy, making it impossible for us to rest. The cramped room had essential furniture placed haphazardly, with beds blocking the door and the TV positioned awkwardly. Charging our bicycle batteries, a task easily done in other hotels in our rooms, was only allowed in the ground floor dining area here, leaving our belongings unattended. The absence of internet was the final straw, as I require it for work-related purposes during travel. Since the hotel could not offer an alternative room, we decided, with the hotel’s approval, to leave the same night and book a double room at Hotel Lindgard in Minden, 13 km away through booking.com. Additionally, I must note the disappointing behavior we experienced from the hotel staff, which was quite unprofessional. Warm regards, Ira Marom

Hello, I am very unhappy here in Zelena Punta. When I arrived, the apartment was not ready. Instead of 2 PM, we only got into the apartment around 4 PM. Before that, we saw heaps of trash and dirt outside the flat. When we entered, the floor was still dirty, the toilet was not cleaned, the balcony was full of dirt and stains. The staff had to clean again. The bed linens are old and grayish-white. All door handles are completely sticky! The safety box is located at the top of the closet, so I have to climb on a chair to deposit anything. I have an artificial hip joint and I am not stable climbing! This is unbearable for me; I will stay tonight and leave tomorrow. I do not want to have to pay for this! I only want to pay for two nights and not until the 15th, as I originally booked! There are rubbish piles all over the area; I even saw a discarded mattress behind a house! I cannot pay 90 euros a night for this! I have been a booking.com customer for a long time and have NEVER experienced something like this before! This resort is not recommendable; it is in decay. Please contact me as soon as possible; I have tried to reach you by phone. I will definitely leave tomorrow, and I do not want to pay until the end. The reception told me that I have to settle this with you. I hope for a prompt response. Regards, S.E. Ana

Subject: Disappointing Experience at Travelodge by Wyndham Suites Virginia Beach Dear Customer Service, I am Julia Abdelfatah, and I wish to address my recent stay at Travelodge by Wyndham Suites in Virginia Beach with confirmation number [redacted].[redacted].[redacted] and pin Code: [redacted]. I am writing to express my dissatisfaction with the condition of the room I booked through your website. The actual state of the room did not align with the representations on your website. Upon arrival, I found the bathroom and room to be unclean. Additionally, the sofa mattress was wet, forcing my grandkids (aged 12 and 13) to share our bed due to a lack of replacement mattresses as informed by the reception staff. The presence of mold in the room exacerbated my grandchild's allergies, significantly impacting our vacation experience. I have evidence to support my complaint and request a refund or discount for the subpar accommodations provided. I hope for a swift resolution to this matter. Thank you for your attention and cooperation. Julia Abdelfatah

Trip number [redacted]-[redacted]-[redacted]-44 - I was quoted $[redacted].80 for a trip for four people, which included flight tickets and hotel fee. Upon check-in, I had to pay extra for seat assignments, baggage, and taxes totaling $[redacted].84 through PRICELINE. My total cost ended up being $[redacted], significantly higher than the initial quote. I was also charged double for resort fee, sales tax, and occupancy tax. Despite being a repeat user, I am disappointed by the undisclosed additional costs and the discrepancy between the estimated and actual expenses. I also missed one night at the hotel due to the Frontier incident in Miami.

I experienced a fraudulent situation on booking.com, leading to a fake reservation and the need to find alternative accommodation. Initially, the property owner claimed he received an email from booking.com stating I canceled, which never occurred, and I didn't receive any emails from the site. Following unsuccessful attempts to resolve this directly, I contacted booking.com upon returning home for a refund. Despite efforts to reach the property owner, customer service assured me they marked the listing as fraudulent, promising a refund within five business days. After a week with no refund, I called again to discover they were unaware of the previous conversation. This time, they managed to contact the property owner, who denied any contact with me or the ability to stay at the property. I was guaranteed a refund in another five business days. The deadline passed, and I am still awaiting my reimbursement, seeking a resolution rather than apologies.

We arrived at McDreams Hotel Leipzig-City at 23:00 and found the paid public parking, mentioned in the description, to be closed with no alternative parking nearby. The reception was unstaffed, requiring online or machine check-in. Despite attempting machine check-in several times, we were unable to proceed past the signature section, even after trying in different languages. We received an email with online check-in instructions and an emergency phone number, but without service, we couldn't access them. After leaving to find coverage, phone check-in also failed multiple times. The emergency phone line was unavailable due to service hours. As it was now past midnight, we couldn't book another hotel. Currently stranded after a 14-hour drive, with another 10 hours ahead tomorrow, we are extremely dissatisfied. We request a full refund and compensation for this unsettling experience.

Hello, I made a reservation for a 4-night stay at Summer's Apartments in Agia Napa with my family from 9/8/[redacted] until 13/8/[redacted]. To our surprise, upon arrival, we found that the building and room were nothing like the photos advertised. The building appeared abandoned, and the room condition was poor. The air conditioning was old, dirty, and moldy, causing water to leak onto my child's bed. The beds were on broken woods, and overall hygiene conditions were lacking. Despite having no other options, we stayed the first night without using the air conditioning to avoid getting sick. I addressed my concerns with Mr. Marios, who was unhelpful and dismissive. He refused to refund our money or find us alternative accommodation. This unprofessional behavior is unacceptable. We were forced to find and pay for a different place to stay. I kindly request a refund for the remaining 3 nights. I possess photos documenting the unsatisfactory conditions. Sincerely, Fani Antoniou.

Good evening, I made a reservation for a hotel from August 15th to August 31st at the Arts Hotel in Montreal. Confirmation Number: [redacted] Upon arrival in the room, I found it dirty, smelling of cigarettes, with a scooter in the hallway, and not matching the photos from the website. I requested to speak with the hotel manager, but they did not address my concerns. One of your booking colleagues online sent an email for a refund, but the hotel refused to acknowledge it. I am reaching out to express my dissatisfaction with paying for an unclean hotel room that does not meet my expectations. Thank you for your attention to this matter. Sincerely, S. L. Boulange

Earlier this year, I booked an apartment in Seville. Unfortunately, I don't have the booking number and code available because the booking was cancelled. When I tried to check on something, I discovered three issues. Firstly, the booking was cancelled. Secondly, all my booking history on Booking.com for the past ten years disappeared. Thirdly, my email address in the records was incorrect, as my actual email is [redacted] It seems like someone accessed my account and made unauthorized changes. Although I have rebooked elsewhere, I'm concerned about the status of my initial booking and would appreciate if you could recover my booking history. I have contacted customer service twice before without resolution, and I hope this third attempt will be successful. Thank you for your help. - Glenis L.

I am extremely disappointed with my recent experience at Days Inn Wyndham Shenandoah. The pictures online did not match the reality. The pool was in terrible condition and the room was dirty with walls in need of washing and painting, and mold visible. The carpet was filthy, and there were bugs present. I had hoped for a nice stay with my grandkids, but it was far from that. I will not be returning and will be leaving a negative review on the website. My stay was not what I expected or paid for. - Shelby/Ginger Cherry

Dear team, I'm struggling with booking a single room on 101hotels.com, but somehow it ended up being for two guests. The website won't let me fix it or cancel, raising concerns about their intentions. Can you please verify my booking with Reservation No. [redacted] for 08/13/[redacted]? The check-in is on September 15 at 12:00, and the departure is on September 21 at 11:00. The contact person is Eduard. Since I couldn't cancel online, I contacted Saint George Hotel on August 14, [redacted], to cancel. They verbally agreed, but I haven't received written confirmation. They mentioned sorting it out with booking.com. Kindly cancel this booking with no penalty. Best, E. P.

I recently made a booking on booking.com for the Alexander Prestige apartments in Newcastle from Friday, August 13th to Sunday, August 15th. On the day of check-out, I was informed that guests must be 26 or older, a requirement not mentioned during booking. The apartment canceled my booking without a 24-hour notice as required. They assured a full refund through booking.com, but I have been unable to reach their customer service via phone or email. Any assistance regarding this matter would be greatly appreciated. Thank you. Confirmation number: [redacted] PIN: [redacted]

I am reaching out for the second time regarding my reservation at Hampton Inn in Lake Wales, FL on 8/16. After not receiving a confirmation email, I called the hotel and was quoted a price of $[redacted].84 for 8/19 to 8/23. However, I found the same room for the same dates at $[redacted].00 on Booking.com. I kindly request my reservation to be adjusted to the lower rate. I am unable to contact the [redacted]# without a confirmation number and pin. My attempts to reach a representative have been unsuccessful, which is very frustrating. Please address this as my second email has gone unanswered. Thank you in advance. Contact me at [redacted] or [redacted] - Beverly W. and James J., 34 Fontein Court, Fort Myers, FL [redacted].

Confirmation number: [redacted] PIN code: [redacted]. I made a reservation at "Hotel restaurant le delta" in Saintes-Maries-de-la-Mer with 2 rooms for 4 people for the night of July 20th to 21st, [redacted]. The confirmation clearly stated for both rooms: "This double room has a terrace and private entrance." However, there was no proper lighting anywhere - not even in the supposed bathroom. Nothing was functional - not even the air conditioning, while it was 38 degrees Celsius outside. Additionally, everything was dirty and unhygienic, making it unbearable to stay in this "filthy hole." When I addressed the hotel owner, who was sitting outside sipping a drink, about the room and the missing amenities such as the terrace, the response was dismissive, claiming it was due to the booking. Feeling it was impossible to stay in such unsanitary conditions during the COVID-19 crisis, we contacted Booking.com to complain. Despite an initial promise from Tijnani B. for assistance and compensation night, nothing was done. We were left, four elderly individuals, without a place to stay in Southern France. I am requesting a refund of the [redacted] euros as the rooms did not meet the described standards of having a private entrance and terrace - they were cramped, dark, filthy, and unhygienic, not fit for accommodation during COVID-19. It is disappointing that Booking.com failed to follow up after promising to do so in writing, leaving us stranded. The lack of communication and closed Danish support are regrettable. I have informed my bank about this fraudulent transaction as the service offered was not as described, significantly impacting our holiday experience. Sincerely, Leif Lund.

As a long-time Booking client, I've noticed a recurring issue on the reservation platform that affects motorcyclists like myself. Many establishments falsely claim to have parking, putting bikers at risk when the parking turns out to be far away or non-existent. It's crucial for motorcycle travelers that Booking requires clear disclosure on whether the parking is on-site and if there's a fee involved. This transparency is essential to prevent customers from feeling scammed. Additionally, the filter for hotel searches needs improvement to accurately match the number of rooms and guests requested. Results should precisely adhere to the specified filters to avoid irrelevant suggestions. These enhancements would greatly benefit the platform and its users. Regards, Louis.

On July 30th, I made a reservation for a lovely 3-bedroom apartment for 2 nights under my name. However, upon arrival at the specified address, we discovered another group already staying there. After unsuccessful attempts to reach the contact number provided by booking.com, it became apparent that I might have fallen victim to a scam. The actual property address is 10 Ballybane Road. The property owner assisted in contacting booking.com to request a refund due to the fraud. Despite being assured by a booking.com staff member that €[redacted] would be refunded to my account by August 3, [redacted], the refund did not come through as promised.

Dear Booking Support, I encountered an issue with an unexpected cancellation of the apartment (Apartments on Lipkovsky) that I had reserved on June 14th. The cancellation occurred 2 days before my flight to Ukraine on August 18th, around midnight, with my flight scheduled for the morning of August 21st. I contacted support immediately after the cancellation, but was disappointed that the only solution offered was to find another apartment to rent. This situation was extremely stressful, especially considering that current prices are double what we had booked two months prior. Additionally, support did not assist in resolving the problem with the owners of the apartment, nor did they attempt to contact or communicate with them. Despite our attempts to reach out to the owners ourselves, they initially did not answer the phone. However, they later responded to a message with the explanation that they "cannot do anything in this situation," without providing any further details. While we received a notification that the card was not available, no attempt was made to charge the money. We can confirm that there were sufficient funds in the bank, as other purchases had been made with the same card previously. Ultimately, we were unable to find a suitable alternative on Booking and had to use Airbnb at double the price. We are requesting an explanation and compensation for this unfortunate situation. The reservation number is [redacted] and the reservation was made by Evelina Aliukonyte. I look forward to your prompt response. Evelina