Booking.com Customer Service Issues

Unfortunately, we had to cancel our hotel reservation at The Mermaid at Handforth Bridge in Ipswich due to our car breaking down. We contacted the hotel directly on Saturday, September 5th around 5:11 pm, and they kindly canceled our booking. Now, we are inquiring about the possibility of a refund for the payment we have already made. Our confirmation number is [redacted], and our Pin number is [redacted]. Despite multiple attempts to reach out to Booking.com, I have been unsuccessful in getting in touch with them. It seems there was a missed call from them while I was on another call. Any assistance with this matter would be greatly appreciated. Thank you, Roger Shepherd.

My partner and I had a booking for Friday, 3rd September, with confirmation number [redacted] at Sam's Residence Hotel in Blackpool. Upon arrival, they showed us the room and instructed us to park our car in the nearest multi-story car park overnight. Upon returning, we encountered an electrical issue and were moved to another undesirable room. I have video evidence of the poor condition of this second room. We eventually went back to the initial room after the electric was fixed, but we were so disappointed that we slept on top of the bed fully dressed. The next morning, my partner had to search for alternative accommodation as our weekend break was completely ruined. I believe I should receive a refund and compensation for the inconvenience, as we not only had to pay for overnight parking but also for a different hotel due to the subpar conditions at Sam's Residence Hotel.

Здравствуйте, обращаюсь к вам с последней надеждой на помощь и понимание. Ранее моя дочь рассказывала нашу ситуацию в Санкт-Петербурге, ваши сотрудники обещали решить проблему за пять дней. Однако прошёл уже месяц, и никаких результатов, ни положительных, ни отрицательных, так и не получено. Кажется, что люди, использующие ваш сайт, абсолютно не защищены от бесчестных хозяев, сдающих жильё. Эта ситуация вызвала у меня огромное беспокойство и разочарование. После моего обращения к вам, хозяйка отказалась вернуть деньги за апартаменты, не соответствующие представленным на сайте. Я осталась без денег и жилья в незнакомом городе с детьми, столкнувшись с проблемой один на один. Понимаю, что ваша платформа предоставляет участникам среду для мошенничества и нечестного поведения хозяев. Пожалуй, больше не воспользуюсь вашими услугами и никому не порекомендую.

On August 31, [redacted], I made a reservation for myself and my 6-year-old daughter at Le Sleeping in Boulogne. After receiving an email confirming the price of 42.75 Euros, upon arrival, I was informed by the hotel staff that an extra 10 Euros needed to be paid due to an error in the Booking.com reservation. Despite the hotel staff's explanation, I opted to leave as I was on a tight budget and unwilling to pay the additional charge. Consequently, we had to sleep in the car rather than staying in the room. Despite the hotel staff's assurance that no charges would be made, Sleeping.com debited my bank account for 42.75 Euros. I kindly request a refund of this amount promptly. This experience has left me dissatisfied and may influence my future booking decisions. Thank you, Linda B. (Ref [redacted]) - Code: [redacted]

We accidentally booked a room at the wrong hotel in Greenville, NC, selecting Hyatt Place instead of Hyatt Regency. Upon arrival, the front desk couldn't find our reservation. They pointed out the error, and we were advised to contact Hyatt Place and then bookings.com for a refund. Despite multiple calls and promises of a refund within 7-10 days, we are still waiting for the $[redacted].51 refund since August 8th. This prolonged wait and poor customer service experience have been frustrating. We are committed to persisting until we receive our refund, even if it means escalating the issue. We are disappointed in the handling of this situation and have shared our negative experience with others, discouraging the use of bookings.com in the future.

Dear Booking.com, I want to raise a serious concern regarding the booking I made at Falcon Lake hotel through your website. It turns out that the hotel has been closed for over a year, yet your platform allowed me to make a reservation and charged my account. This situation has completely ruined my long weekend plans and I am incredibly disappointed. I have been an avid user of various booking sites for my frequent travels, but this experience with Booking.com has been by far the worst. I am attaching the confirmation of my booking, proof of the unauthorized charges on my account, and the invoice from an alternative hotel I had to book in Kenora, 40 km away from Falcon Lake. I kindly request a refund for the erroneous charges and compensation for the inconvenience caused to me and my family. Sincerely, Henryk K. Confirmation Number: [redacted] PIN Number: [redacted]

I reserved three rooms for two nights at the Hollins Hall hotel and spa in West Yorkshire, UK, for five people. The total was £10,[redacted]. After learning from Booking.com that the pool and spa were closed due to staff shortages, I canceled the reservation. However, the hotel later confirmed that the pool and spa were, in fact, open. I then rebooked the same rooms through Booking.com, but now the cost is £11,[redacted]. I feel I was given incorrect information during my initial booking. As a Genius 2 member, I would appreciate it if Booking.com could honor the original price of £10,[redacted].

Subject: Concern Regarding Booking Number [redacted] Dear Sir or Madam, I assume you have no intention of settling the outstanding balance. Therefore, my next step will be to contact the consumer protection agency to report this issue. Booking Number: [redacted] PIN: [redacted] Sincerely, A. Tertinegg Sent: Tuesday, September 7, [redacted], at 12:31 From: "Agnes Tertinegg" <[redacted]> To: [redacted] Subject: Booking Number [redacted], Refund Request Dear Sir or Madam, I am re-sending the email below for your attention! The hotel I booked through Dreams Rooms turned out to be significantly more expensive. I am willing to provide you with an invoice for the price difference. Best regards, Agnes Tertinegg Booking Number: [redacted] PIN: [redacted] Sent: Thursday, August 26, [redacted], at 17:09 From: "Agnes Tertinegg" <[redacted]> To: [redacted] Subject: Refund Dear Sir or Madam, Despite being assured that the refund was processed, I have not received the money yet. To briefly recap, on the check-in day, August 13, [redacted], I visited the specified address for Dreams Rooms in Barcelona, Ronda de Sant Antoni. There was no rental property at that location, as confirmed after checking signs and asking residents. I have taken photos to document this. As the offer seemed dubious to me, I found an alternative accommodation at a significantly higher cost. Therefore, I kindly request the refund of the amount I paid for Dreams Rooms to be transferred back to me. Thank you and best regards, Agnes Tertinegg

Hello, Upon our arrival at the property, we discovered several issues that need addressing. Firstly, there were not enough beds made up for the number of guests, but the owner provided a solution after a delay. Additionally, we encountered the following problems: 1. Frozen and broken freezer with leftover food. 2. Broken drawer posing a hazard. 3. Lack of blind in the bathroom. 4. Black mold/damp on the kitchen ceiling affecting asthma sufferers. 5. Absence of tea spoons. 6. Broken or ill-fitting blinds throughout. 7. Broken window handle in the small front bedroom. 8. Dirty cup in a cupboard. 9. Front door security concerns. 10. Broken bed in the attic near the stairs. I notified the owner about the freezer which remains unaddressed. Given these issues, I believe a refund of £[redacted] is fair before leaving a review on booking.com. Attached are photos for reference. Looking forward to a prompt resolution. Thank you, P. D.

Hello, This is my second email to you. Two days ago, I sent a complaint to Booking Support but have not received any response yet. I am attaching the letter again for your reference. After filing my written complaint, Peak Hotel Istanbul responded only to one out of three points I raised in the complaint - specifically about the room. As for the other two points regarding breakfast and half board, I have not received any proposals yet. Today is the second day we have not had breakfast at the hotel, and last night was the fourth consecutive night we did not have dinner there. I strongly oppose the idea of having to pay extra for basic breakfast items such as omelets, fresh juice, or coffee - and I also categorically reject the idea of a set meal for half board without prior knowledge of the menu or any choice. I am a vegetarian and my wife prefers fish and poultry over beef or lamb. On the two days (04 and 05.09.21), we were served french fries, salad, and beef as the main course for dinner without being asked if we wanted this. Yesterday evening, the nice young man at the reception informed us that we would be moved to a new room on the 8th floor with two beds, but the issues with breakfast and half board need to be discussed with the application manager around 9 a.m. today. I will have a conversation with the manager and promptly share the outcome with you. If an agreement is reached, the matter will be resolved. If not, I will consider legal action against Peak Hotel Istanbul at the end of my stay and seek compensation. Best regards, Dr. S and Mrs. W

Reservation number [redacted]-[redacted]-[redacted]: I made a 2-night reservation at the Railway Inn through booking.com for £[redacted]. When I arrived, the hotel claimed my initial payment was unsuccessful, so I paid again on the spot. After checking, I found out that both payments went through, resulting in an overpayment. The hotel acknowledged the error and said they would contact booking.com for a refund. They shared a screenshot confirming the refund request made on September 4th upon my inquiry. Unfortunately, I have not received the refund yet. I am based in the UK, and my reservation was for a hotel in the UK.

In [redacted], I made a reservation for a two-bedroom apartment in Amsterdam with Short Stay Jordaan Westerstraat Serviced Apartments for 3,[redacted] euros. Due to COVID, I had to reschedule my stay to October 4-13, [redacted], resulting in an additional charge of 4,[redacted] euros. Recently, I was informed that they no longer manage the original booking and offered alternative apartments. However, after reviewing the options, I found them unsuitable and requested a full refund. Despite multiple messages to the property, I have yet to receive a response. I am concerned that they are purposely delaying the refund process or confirmation of the new booking. Thank you.

I made a reservation at Knights Inn in Hurricane Mills through Booking.com for July 1st, 2nd, and 3rd. When I arrived, I found the room to be extremely dirty and unsafe with a kicked-in door and a strong animal smell. The owner confessed that a dog had been staying in the room and they had no clean sheets available. She acknowledged the poor condition of the room as they had just purchased the hotel. We declined to stay and left for a cleaner and safer hotel nearby. We are requesting a refund of $[redacted].88, as we paid $[redacted].25 on June 14, [redacted], for July 2nd and 3rd and an additional $79.63 on June 29th for July 1st using my Capitol One card.

I made a reservation at Columbine Inns for this week and requested a room with two beds. Upon arrival, I was given a room with only one double bed for two people. The staff claimed I booked a single bedroom, which I did not. When I explained this to the older woman at the front desk, she became irate and used inappropriate language. We decided not to stay and went to my grandson's small apartment instead. Due to this poor experience, five potential guests, including three others with me, will not be staying there. I am requesting a refund for my reservation. The young lady who checked us in was initially kind, but later on the phone, she too was disrespectful. I come from the South and value politeness, and the service at this hotel was unacceptable.

Hello Booking.com, Booking Reference: [redacted] I booked accommodation in Sri Lanka, believing it was a level 1 property, only to find out it wasn't. I paid the total amount to Jasmin Garden in Sri Lanka. When I realized it wasn't a level 1 safe accommodation, I asked them for a refund through your platform. They accused me of fraud and threatened legal action. Despite providing proof of payment, the money hasn't been returned. I tried to cancel the transaction through my bank, but they couldn't process it, only putting a hold on the funds. Jasmin Garden refused to issue a refund and now seems unreachable. I've emailed and called them, without success. I'm seeking assistance to get my money back or contact details for Jasmin Garden. I also want copies of our previous communications on your platform. Looking forward to your response. Best regards, A.D. +[redacted]3 [redacted]

We were unexpectedly moved to another riad without explanation. The new location was subpar compared to what we had initially booked. Situated in a confusing labyrinth of alleyways, we encountered issues with local youths demanding money for directions. On the fifth night, we faced a threatening incident where a young boy attempted to steal a valuable item from me. The constant verbal abuse in Arabic and English added to our distress. Despite my seizure that night, the sheets remained unchanged and even after attempting to wash them, noticeable marks persisted. After drying the linen outside, it was back on the bed with insects. We had to seek refuge in a different hotel due to the unbearable situation. The riad manager informed us about the unexpected room reservation by someone else, prompting our relocation. It's worth noting we had made this reservation over a year ago.

I made a reservation at Quality Inn and Suites in Alexandria, Minnesota. Payment of $[redacted].30 was deducted from my bank account on August 3, [redacted]. I had booked a room with a king bed, but that was not provided; however, the ground floor accommodation was as requested. The reservation was for 2 nights, from Friday, September 10 to Sunday, September 12. Upon returning from a wedding at midnight on September 11, I found that I couldn't access my room as they claimed I only paid for 1 night. They offered a complimentary stay until the morning. The room was reserved under Shelly Stangler for 2 adults and 2 kids, although I had booked a king bed for Sheila Strand with no children. The charges on my credit card did not match, including $[redacted].09 and a subsequent charge of $[redacted].18 for September 10-12, with a zero balance due in the end. Despite their assurance, the senior discount wasn't applied, and I found a used, moldy coffee pod in the coffee maker, which was unpleasant. Our reservation number was [redacted].

Confirmation: [redacted], PIN [redacted]. I reserved a King Room - Mobility Access with Tub at the Grand Hotel Kissimmee at Celebration. Upon arrival, we were offered a room with a double bed instead of the room I specifically booked due to mobility needs. This was disappointing as I had requested the mobility-accessible room. I had confirmation from your end with the correct details, so this mix-up was frustrating. I am unsure if this is a common issue or a one-time mistake, but I am now hesitant to use your booking services in the future. A refund would be appreciated. Thank you, Rita Woody.

Upon arrival, the staff at the hotel was extremely rude. I am currently in my room, and it is disappointing. The room appears to not have been properly cleaned, with greasy fingerprints, splatter marks, black fingerprints on the light switches, hair in the bathroom, and dirty fingerprints on doors and light switches. This is especially concerning during Covid. I am staying at Days Inn in Ridgefield, New Jersey. I have filed a complaint with Days Inn corporate, but they have not been able to address the issues for tonight's stay. I am hoping to receive a refund as I am stranded in New Jersey until Thursday and need the money to relocate. I am willing to provide photos as evidence. Additionally, I missed a call because I was on the phone with an airline, and someone entered my room without authorization.

I recently stayed at the Ecolodge in Traverse City, MI, and found it to be unsatisfactory. The cleanliness was below standard with old beds and peeling paint, and the smell of cigarette smoke was overwhelming. Additionally, there were questionable individuals drinking near the lobby entrance in the afternoon. The reality of the room didn't match the pictures from booking. When I asked for a refund due to these conditions, it was denied, stating that refunds weren't an option. I have initiated a dispute with my Discover card, hoping this will prompt a reevaluation of your affiliation with such establishments.