Booking.com Customer Service Issues

I am seeking a refund for a 2-day booking at a Luxurious stay. Upon arrival, I did not receive keys as promised, and the property owner was unreachable despite being informed of my arrival time. This led to us being locked out until another resident helped us enter. To our surprise, we found someone else booked in the same room for 7 days. This left us stranded without accommodation after traveling from London to Bolton. Despite multiple attempts to contact the owner, we received no response. The booking reference number is [redacted], and I have additional emails and texts documenting the situation if needed.

I have a reservation at Tahoe Chapperell in Incline Village, Nevada for Tuesday (Aug. 24) through Thursday (Aug. 26). I have been trying to cancel my reservation for three days but have been unable to reach a person to chat with as directed by Booking.com. Due to the wildfires in California, the smoke, and our daughter being evacuated from Incline Village, we are not able to make the trip. I have spoken to Tahoe Chapperell, and they are willing to cancel the reservation, but they suggested I reach out to Booking.com to proceed with the cancellation.

I made a reservation for a room at Americas Best Value in Bradenton, Florida on August 21, [redacted] (reservation #[redacted]). Dealing with the booking agent was challenging as they were hard to understand. On arrival, my card was declined, even though it had just been used successfully at CVS. After contacting my bank, they indicated it might be an issue with the hotel's equipment. The room was clean but noisy, with a loud and inefficient AC unit that made it hard to hear the TV over the noise and water sounds from the adjacent room's shower. In the morning, the maids were loudly chatting outside my room at 9 am, disrupting my sleep. I requested an adjustment upon check-out but did not receive a call back from the manager as promised. I advise against staying here until these issues are addressed.

Booking number: [redacted], PIN Code: [redacted] Dear Sir or Madam, I had booked a suite for my wife due to her severe disability under the above-mentioned reservation number with you. Unfortunately, the hotel only provided me with a simple double room. The bill then included accommodation for [redacted].45 €, restaurant 1 breakfast beverages for 2.00 € and split breakfast for 18.00 €, all for 2 days. The additional charge for breakfast is unacceptable and overpriced. I expect a refund of at least [redacted].00 € in this matter. Sincerely, Gert E.

HOUTGERUS GUESTHOUSE 33 Van Riebeeck Street, Olifantshoek North Cape [redacted] Contact Number: [redacted] (25/08/[redacted]) To Whom It May Concern, On August 18, [redacted], Mr. W. Besuidenhout and two other guests stayed overnight at our guesthouse, Houtgerus. Formerly known as Ta’An se Kaia and previously listed on Booking.com. Mr. Besuidenhout had booked a room through Booking.com for that date but paid us directly in cash upon arrival. As the new owners, we were not involved in the previous booking. We urge that this issue be resolved promptly to uphold our guest's satisfaction and our reputation. Sincerely, Leoni Barkhuizen Email: [redacted] Contact Number: [redacted] Note: BANKING DETAILS FOR REFUND: Account Name: AFRICA DYNAMICS GROUP (PTY) LTD Bank: FNB (First National Bank) Account Number: [redacted] Universal Branch Code: [redacted] Swift Code: FIRNJAJJ Refund Amount: R475 (four hundred and seventy-five rand only)

Hello, I am currently staying at Hotel La Résidence du Voyageur with reservation number [redacted].[redacted].[redacted] and confidential code [redacted] in Montreal. This hotel should be closed as it is unclean. Upon entering my room, I found 6 empty beer cans under the toilet lever, the washcloth was dirty, and crumpled on the towel rack. The bed is uncomfortable and subpar, not meeting basic accommodation standards. When I requested a refrigerator, they brought me a Budweiser cylinder fridge that can only fit 4 beers. The TV volume is stuck, the bed linens are not clean, the pillows are old and worn out. The bathroom towels feel like sandpaper, the air conditioning is barely working, and the room was hot. The cleanliness is unacceptable, and I couldn't sleep fearing insects. A lamp was broken, the wardrobe's exit door was locked hazardously, and the window was dirty, obstructing the view. I've requested a refund for my second night and the $60 security deposit. I urge Booking to intervene and assist with obtaining a full refund, especially for the second night. Thank you, Andre Pinel.

Hello, I am Andre Pinel. I want to file a complaint against the hotel where I stayed. This hotel is unsanitary and should be closed down. Booking should stop suggesting it. Upon arrival, I found 6 beer cans under the toilet tank, a dirty washcloth, dusty and moldy floors, a non-functioning lamp, a TV with blocked volume, ineffective air conditioning, sandpaper-like paper towels, and instead of a refrigerator, they brought a Budweiser cylinder. In the wardrobe, there's an old door labeled "emergency exit" locked with a questionable hook. The tiny, dirty window obstructs the view outside. The bed is subpar with worn out pillows and bedding of a dubious color. I couldn't sleep due to safety concerns for fire and theft. I demand a refund for my second night and the $60 security deposit. Booking should refund both nights. This hotel is a disaster. I await your response. Thank you. P.S. Why was I charged $40 when initially quoted $2? They claim a vet will contact me to address my complaint. What's that about?

On July 17, [redacted], I booked a hotel through booking.com for $[redacted].16. Upon arrival, I discovered the hotel was closed to the public. After speaking with the manager, I was assured my card wouldn't be charged, but it was. I've been attempting to get a refund for almost two months now without success. Despite having my refund approved, I've been repeatedly told to wait an additional 10 to 15 business days for the standard procedure to be completed. I've been patient, but it's frustrating to wait this long for a refund on a charge that shouldn't have happened in the first place.

I booked an apartment in Benidorm on August 18th for August 27th to 28th and paid 76 euros by card on the 23rd. When I called the contact number, the owner informed me that he hadn't rented out that apartment for a year due to COVID. He claimed he hadn't received any payment and advised me to contact Booking. I made a complaint to Booking, they said they would send the complaint via email, but I haven't heard back yet. The confirmation number is [redacted] and the PIN is [redacted]. I want a refund as I find it unacceptable that the owner says he removed the listing a year ago due to COVID, yet Booking still allows bookings and payments for it. This situation is disgraceful, but I will take whatever steps necessary to address it. It's not about the money, it's about preventing this kind of deception from continuing. I await a response.

I spoke with Booking on August 26, [redacted] regarding a reservation issue in Malaga from August 16-09. After staying for two days, the owner did not refund the remaining amount as promised. He made false claims about the air conditioning, forcing me to leave. Booking tried to intervene, but the owner refused to return the money. I am disappointed by this experience and wish to share my feedback on the accommodation's page. I appreciate any assistance. Thank you. Yara M. Pommernweg 24 [redacted] Ulm

I would like to address my recent stay at the Palladium Hotel Cala Llonga with reservation number [redacted]. We were shocked and disappointed by the discrepancy between the enticing photos on the website and the actual conditions of the hotel. Our stay was planned from August 18, [redacted], to August 22, [redacted]. However, due to the unsanitary and unpleasant conditions at the hotel, we had to leave and find alternative accommodation in Ibiza. We had high expectations based on the misleading photos on your website, but the reality was far from what was advertised. The room was dirty, there was a strong smell, and even cut nails were found under our "extra bed." This experience has left us deeply dissatisfied and we feel misled by the inaccurate portrayal of the hotel. We have incurred additional expenses of [redacted] euros for alternative accommodation and early return tickets due to this situation. I urge the hotel to verify the accuracy of the photos displayed on the website to prevent future guests from experiencing similar disappointments and ruined vacations. The amount we paid for this subpar accommodation, [redacted].20 euros, does not reflect the poor quality of our stay. I hope this matter will be addressed promptly. Thank you.

I am requesting a full refund as we did not stay in the hotel at all. It was severely infested with bed bugs and reeked of cigarette smoke, making it unbearable. The bedding was clearly unwashed, the couch was missing cushions, and there was drug paraphernalia on the floor and in the air vents. I had to book another hotel for $[redacted] due to the unlivable conditions. Despite numerous complaints from tourists, the hotel refused to refund the full amount. Initially, they mentioned a cancellation fee of $76, then changed it to deduct one night's charges. This is completely unacceptable as we did not spend even 30 seconds in that atrocious room. A refund of $[redacted] is the only fair resolution.

During our stay at 25 Steps to the Beach in Newport, California on August 1st, my family and I encountered various issues. Upon arrival, a $[redacted] cash deposit was required, with the promise of a full refund upon departure. However, on August 30th, we only received a check for $[redacted] along with a letter mentioning a missing piece of a charcoal grill that we did not misplace. We cleaned the grill entirely before leaving and even addressed cleanliness issues in the rental. Additionally, we had a water leak and black mold problem during our stay, which was rectified by the management. Despite handling these inconveniences without complaint, we were unpleasantly surprised to have over half of our deposit withheld. I firmly believe that we deserve a full refund given the circumstances. Any assistance or guidance on how to proceed would be greatly appreciated.

Dear Booking.com team, I'm reaching out regarding my recent stay at Frog Hollows Backpackers in Darwin, NT, Australia, with Confirmation number [redacted]. I am seeking a refund of $75 as the hostel assured us due to a faulty AC unit, which I have detailed in the email below that I sent to the hostel. I have attempted to contact the hostel multiple times without success. If I do not receive a response regarding the refund, I may have to escalate the issue to relevant parties and leave negative reviews on Hostelworld and Booking.com, accompanied by photographs. This lack of communication is unacceptable. Here is a summary of the situation: We had a reservation for 4 people from August 21-23, [redacted], in room [redacted] via Booking.com. Throughout our stay, the noise from the malfunctioning AC unit in the room was disruptive, preventing us from sleeping properly. Despite our complaints and request for a refund, we did not receive the remote control to turn off the AC as promised. Despite assurances, the refund was not issued as agreed upon. Please advise on the next steps to address this matter promptly. Best regards, Eduardo G.

Hello, I reserved apartment [redacted] at Nell Gwynn Apartments, but upon arrival, I was provided a different unit. Despite declining the substitute, I was assured by the concierge that I would be refunded by Booking.com since they canceled the reservation. I am still awaiting the full reimbursement as only $61 out of $1,[redacted] has been returned. This delay has left me stranded in the UK without access to my funds, despite numerous calls and emails to resolve the issue. The situation has forced me to use money meant for other expenses. I urgently require this matter to be resolved. My Booking.com booking number is [redacted] with PIN: [redacted].

Dear Sir or Madam, Regarding our booking from 19.08. until 25.08.21 at Romantik Hotel Helmbold in Bad Sachsa. Booking number: [redacted] PIN: [redacted] Since the 26th of August, I have tried several times to explain the situation to you. We, Dieter Dornemann and Marianne Horlebein, arrived after traveling [redacted] km on the 19th of August and found the doors of Hotel Helmbold closed. There was a sign on the door stating that the hotel was temporarily closed due to illness. We were not informed by either Hotel Helmbold or Booking. Only through our initiative and the efforts of Mrs. Helmbold were we then accommodated at Ferienhotel Mühlenberg. The next disaster occurred during our check-in. Dogs that were allowed in Hotel Helmbold were allowed and tolerated at Hotel Mühlenberg. In the end, we were assigned a vacation apartment belonging to Hotel Mühlenberg. This resulted in significant losses for us. We were unable to enjoy the amenities in the main building, and for my 80-year-old husband, it was particularly challenging to travel from the vacation apartment to the main building, which was located away from the hotel. We wanted to spend our vacation peacefully and celebrate my husband's 80th birthday without stress, but instead, we ended up in a disaster. We are facing the same problem and frustration now with the reimbursement of the price difference and the request for suitable compensation. Several emails with the invoice from Ferienhotel Mühlenberg attached have been sent to you. Until today, you have not acknowledged that the invoice is from Hotel Mühlenberg. Each time, I receive email addresses from you that come back as invalid with my details. Therefore, I kindly request prompt processing and settlement of the price difference and appropriate compensation. Best regards, Dieter Dornemann Marianne Horlebein

Hello, Today, Thursday, September 2, [redacted], I made a reservation on your website for a bed and breakfast in Aigues-Mortes, France. I mistakenly booked for September 13-14, [redacted], but I am unable to travel on those dates. I didn't receive a booking confirmation, and I couldn't cancel the reservation. I'm unsure if the reservation was successfully made. Please cancel this booking and confirm. Thank you.

I need assistance with a cancelled reservation at the Holiday Inn, London Kensington Forum. My booking number is [redacted] for [redacted] UK pounds on August 27, [redacted]. I reached out to the hotel from Toronto, Canada, to request a refund, but despite the documentation being forwarded to the Duty Manager, I haven't received any updates. When my daughter checked in on August 26, late in the evening, she was unwell and was informed the reservation required upfront payment. I made the reservation through Booking.com but was unable to provide my credit card to her. After a series of complications with payment methods, I had to cancel the Booking.com reservation and rebook through another agency, paying upfront. Unfortunately, we have been charged twice - once for the cancelled Booking.com reservation and for the second booking through the new agency. I am seeking a refund of [redacted] UK pounds for the cancelled reservation, as per the hotel staff's guidance. Your assistance in resolving this issue would be greatly appreciated. Thank you, Gloria Z.

I am Mrs. L with confirmation number [redacted] for AIBONITO HOTEL. I made a reservation through you for the first time instead of using Priceline as usual. I have always been pleased with Priceline's service, but this time was disappointing. The mattresses at this hotel were incredibly uncomfortable, making it feel like sleeping on the floor in every room. To add to that unpleasant experience, I discovered cockroaches in the room and bathroom which was unacceptable. I was so disgusted that I had to leave early; I will not use your service again. Although I booked for two nights, I only stayed for one. The reviews from previous guests echoing my experience should prompt some action. Paying customers like me deserve better, and that hotel does not meet acceptable standards.

Hello - I need assistance with a booking issue. I made a reservation for one night at the Radisson RED Aarhus from July 26th to 27th under the name Christian Thormann. The confirmation number for the booking is [redacted] with Pin [redacted]. However, upon arrival, the hotel couldn't find my reservation. They offered me another room at the same rate but required an additional payment. I contacted your helpdesk on August 2nd, and they mentioned they would resolve the issue after speaking with the hotel. They assured me that I would receive a refund of DKK [redacted] but I haven't heard anything in the last 5 weeks. Can you please provide an update on this matter? Thank you, Christian.