Booking.com Customer Service Issues

I have made a booking for 3 rooms at your hotel under the names Tracey Williams, Beau Strong, and Wayne Baxter from the 4th to the 6th of October. I need to make some adjustments to the reservation as follows: - Tracey Williams: Change to 1 night stay on the 4th of October. Add Amar Varu for the night of the 5th of October. - Beau Strong and Wayne Baxter: Cancel the night of the 4th of October for both. - Beau Strong, Wayne Baxter, and Amar Varu: Each will stay for only 1 night on the 5th of October. Additionally, I also require 2 more rooms for a 1-night stay on the 5th of October for Alison Clarke and Abi Ogunshakin. I appreciate your help with this matter as Hilton advised me to contact bookings.com promptly. You can reach me through email or by phone at 0[redacted]. Thank you.

I encountered some issues with my booking. After making the reservation, I received an email from the property stating an age restriction, which was not initially mentioned during booking. The property did not allow me to cancel without a fee and insisted that I contact you for a refund. I have evidence showing no mention of an age limit during booking. Upon reading Trip Advisor reviews, it seems others faced the same problem, and I'm disappointed with the situation. I later noticed that the property updated their policy to allow free cancellations, which seems unfair given my recent experience. I reached out to booking.com within 24 hours, requesting a free cancellation, but the property did not comply. They ultimately canceled my booking the next day. I urge you to investigate this matter and arrange a refund as I did not stay at the property.

There were multiple errors in our recent bookings. Our first booking, [redacted], was canceled and charged. Then, booking [redacted] was deferred by the bank due to suspicious activities the day before. After being informed that our rooms were no longer available, we booked [redacted], which turned out to be unsuitable for four 80-year-olds. Despite promises of an upgrade by your agent, no follow-up call was received. We were left £[redacted]+ out of pocket with no holiday, feeling extremely upset and disappointed with the service. To make matters worse, the Wentworth Hotel confirmed our rooms were still available on the 23rd. We demand a full refund as all these mistakes were solely caused by your company. As senior citizens, we cannot afford this financial loss and deserve proper compensation for the stress, countless phone calls, and ignored emails. We are profoundly upset with the whole situation.

I can't find a contact number for assistance. After receiving a confirmation number, the settings do not allow screenshots, so the emailed policy now contains the cancellation criteria rather than on the initial confirmation from the site's reservations. Also, stating there is no prepayment is contradicted by the hold placed for the reservation amount.

I made a reservation for an apartment, checked in, and then received a call from the owner claiming that the room was double booked because of booking.com. She offered a smaller alternative unit, which I reluctantly stayed in briefly. The replacement was significantly smaller than what I had initially reserved, and no compensation was provided for the inconvenience. The owner, Phillis, agreed to a refund but asked me to contact you for assistance. Could you please investigate this matter? Thank you for your attention. - Joseph C. Reservation# [redacted], PIN#[redacted]

On the 16th of September [redacted], I made a reservation for a room via booking.com at Asmara Suite @ The Robertson (confirmation number: [redacted]28 pin: xxxx - contact me for verification). I also made a payment using a debit card for the stay on the 18th of September. On the day of the 18th, before heading to Asmara, I contacted the property to inform them I was on my way, but was surprised to find out that my booking was declined at 10:04 am without receiving any notification via email or WhatsApp from either the property or booking.com. This was disappointing as I only found out on the day of my stay, causing me to rush to find alternative accommodation for the same date. Upon checking my bank account, I noticed that booking.com had already charged me RM241.25 for a stay I did not have. I hope that booking.com can promptly refund my money. For any inquiries, please contact me at [redacted].

Upon arriving at the Wyndham Super 8 hotel in Overland Park, KS on the evening of September 18, we encountered a series of issues with our reservation and room accommodations. The check-in process was delayed due to another guest reporting dirty rooms, leading to confusion and our assigned rooms being changed. Room [redacted] was already occupied, and we were allocated room [redacted], which did not meet our request for rooms close to each other. The cleanliness of the rooms was subpar, with issues such as a dirty bathroom faucet, broken air conditioner knobs, and unkempt bedspreads. Room [redacted] had visible crumbs and a stained recliner, further adding to our dissatisfaction. The overall experience was disappointing and did not align with the expectations we had based on the information provided during booking. Despite the challenges faced, we were unable to reach out for immediate assistance, as there was no customer service contact number readily available. This experience fell short of the celebratory occasion we had planned, making it an unfortunate letdown for our stay.

On August 27, [redacted], I mistakenly booked a room at the Best Western Hotel in Chester, IL instead of the one in Kent Narrows, Grasonville, MD. My confirmation number for the booking is [redacted], for one night only. After contacting the hotel, I was directed to Best Western corporate Customer Relations, where I was given case number CR368198. I have been advised to contact Bookings.com to resolve this issue. I kindly request a credit for the $99.87 charge to my VISA account. Please reach out to me for the VISA account information. Thank you. Lynn M. Tel: [redacted] Email: [redacted]

I want to share my recent experience with Watersedge Motel in Woy Woy, NSW, Australia where my son stayed for two nights. This motel should not be recommended for the general public. It appears to be an emergency accommodation for undesirables. There were no Covid-19 measures in place, and the environment was concerning with people smoking and using drugs in the vicinity. There was a disruptive party in the room next to my son, lasting until the early hours of the morning, requiring police intervention. This type of establishment should not be exposing unsuspecting guests to such conditions. A quick search online would reveal numerous complaints about this motel, highlighting its unsuitability for decent individuals. The overall state of the motel was deplorable, and I believe the health department should investigate. I hope this feedback helps improve the standards and protects others from similar experiences. Thank you for your attention. - Joy I.

I need assistance with my booking reference [redacted], pin [redacted], for my stay at the Seaspray B&B in Paignton from September 17th to 20th. Despite reaching out three times, I have not received a satisfactory response from booking.com regarding the issue I faced. The landlord of the property took the payment but did not honor the booking. I am requesting a [redacted]% refund as we did not violate any policies, never entered the premises, arrived on time, and did not engage in any behavior prompting police intervention. I urge you to process my refund promptly and address this matter professionally. Please communicate with me directly instead of through the dishonest landlord. I anticipate a swift resolution from booking.com.

Good afternoon. I have been a Booking user for a long time and have always had a positive experience. I am currently facing an issue with having two separate accounts. One is an old account registered with the email address [redacted], and the other is a new account created with the email address [redacted] when I used the Google link instead of my original email and password. I would appreciate it if you could help me unify these accounts using the information from the second account. Thank you in advance for your attention.

I am extremely dissatisfied with my recent experience. Upon realizing my room key was not working, I encountered an individual under the influence on the stairs, which left me feeling uneasy. Upon entering the room, I discovered it was unclean, the bathroom was dirty, and the shower had mold and hair in it. The hotel had a strong odor of drugs, which made me feel unsafe considering the amount I paid for our stay. I am requesting a full refund as this does not align with what was advertised. I plan to submit a formal complaint and negative review due to my disappointment with the situation. The booking at Carrington House in Bournemouth was made under the name Helen Roberts.

My partner booked a 2-night stay at the Hilton Hotel (Toronto) but we canceled the reservation the day of our expected arrival. The confirmation from Booking.com stated a 1-night cancellation fee, yet our credit card was charged for 2 nights. It's been nearly three weeks, and we have not been refunded for the extra night. Despite sending multiple emails, we have not received a response from Booking.com to address this matter.

Subject: Assistance Needed with Cancellation Request Hello Booking.com, I hope this message finds you well. I am reaching out regarding my recent cancellation request for booking number [redacted]. The cancellation deadline was September 22, [redacted], at 11:59 PM PDT, and I submitted my cancellation request on September 23, [redacted], at approximately 2:27 AM PDT. Despite Booking.com forwarding my request to the property, there has been no response. Following Booking.com's recommendation, I contacted Hampton Inn and Suites Bakersfield North - Airport on September 24, [redacted], at 3:24 PM PDT, to follow up on the cancellation request. However, the property mentioned they had not received any request from Booking.com and advised me to contact Booking.com directly due to their involvement as a third party. During my conversation with Yvonne at the property, there seemed to be confusion regarding the cancellation process and the involvement of a third party like Booking.com. I was unable to get a clear answer and was redirected back to Booking.com for resolution. As a pilot with an unexpected change in plans, I would kindly request your assistance in resolving this matter promptly. Any guidance or support you can provide would be greatly appreciated. Thank you for your attention to this issue. Best regards, T.O. [redacted]

I made a reservation at The West Country Inn in Clovelly for my husband for one night on September 20th, only to receive a call the day before from Laura at the hotel informing me of no vacancies and requesting an immediate cancellation. Despite being outside the refund period, she assured me there would be no charge. After complying and cancelling, I rebooked at Headdons Bed and Breakfast in Holsworthy. However, upon checking my husband's credit card statement, I noticed a charge of £62.19 on September 17th. When I contacted the hotel, I was advised to seek a refund from you. In addition to the financial inconvenience, I want to express my dismay with The West Country Inn's lack of support in rectifying the situation. The cancellation not only caused distress but also additional expenses due to necessary changes in travel plans. I am now requesting the refund to be credited back to the credit card. Thank you for your attention to this matter. S. V. (Genius 2)

Hello esteemed Booking.com, I would like to introduce myself first. I am the new manager of Bog`ishamol Hotel, Nasirov F. I have been in this position since 02.08.21. We are facing an unfortunate situation that could lead to a fine. Specifically, this concerns the information about our hotel on your website. We entered this information ourselves and we take responsibility. The issue is regarding the "5 stars" on our page. Currently, we do not have any stars as we declined them for some reason in the past. We have been warned by the Agency for Intellectual Property of the Republic of Uzbekistan that we will be fined if we do not remove these stars in the coming days. However, we are unable to remove them as we cannot access our page on your site. The login is tied to an email that we do not know. This situation arose due to the sudden departure of the former manager and their team. We kindly request immediate access to our page and to link it to [redacted] We would appreciate your assistance. Best regards, Farhod Nasirov For prompt communication, here is my mobile number: +[redacted]66 Sincerely, Hotel Bog`ishamol

I need help updating my email address on my account. The verified email I have listed is no longer active, and I am unable to change it to my current email address. Whenever I try to update it, I get a message saying that the new email is already in use. My old email, [redacted], is no longer in use, and I want to change it to [redacted], which is my current email. I attempted to get help through online chat, but the person assisting me abruptly ended the conversation for unknown reasons. I would appreciate any assistance in deleting the outdated email and updating it to my current one so that I can receive important messages from Booking.com correctly. Thank you, Heather M.

Hello, I'm reaching out as I have been unable to get in touch with Booking.com, neither by phone nor email. Despite numerous attempts and long waiting times (at least 15 minutes each time) when I finally reached someone, they were unable to assist and I was transferred 3-4 times until the call was abruptly disconnected for unexplained reasons each time. This has been quite frustrating. The customer service experience has been disappointing, and it has shaken my trust in the company. Until now, I had a positive impression of Booking.com as a reliable and professional company. Regarding my issue: I booked a SWISS flight from Zurich to Naples for 2 people on 07/09/21 with baggage and seat selection through Booking.com. The same for the return on 23/09/21. I paid CHF [redacted].72 for baggage, yet at Zurich airport, they claimed no baggage payment was made, and the same in Naples. I had to pay an additional CHF [redacted] to check in the baggage again. As Booking.com did not process my payment, I kindly request a refund of CHF [redacted]. Thank you for your understanding and kind regards, M.-T. W.

Subject: Refund Dispute for Booking at Tower House [redacted] Mr. James Finch, Tower House [redacted], 28 Tower Road, St. Leonard's on Sea, Hastings, TN38 0RG Dear Mr. Finch, I hope this message finds you well. I am writing to bring to your attention an unresolved matter regarding a refund for my stay at Tower House [redacted] on 31st July to 1st August, booked through Booking.com. Despite my efforts to resolve this issue directly with you and through Booking.com, I have not received the promised £65 refund that was mistakenly charged twice. I have meticulously documented my attempts to address this issue, including email correspondences and phone calls with no resolution. It is crucial to note that I am considering escalating this matter to Small Claims Court if the refund is not processed within the next 14 working days, including the £50 admin charge, totaling £[redacted]. I kindly request your prompt attention to this matter to avoid further escalation. Your cooperation in resolving this dispute amicably is greatly appreciated. Warm regards, F. Fryer-Kelsey Confirmation Number: [redacted] Email: [redacted] Phone: [redacted]9.

On September 19th, I was charged $[redacted].78 for a 2-night booking at the Mountain View Lodge in Wimberly, TX and received a confirmation from your site. Five days later, on the 24th, I got a call from the lodge indicating that my card from Booking.com did not go through, so I had to pay them. I paid $[redacted].10 to secure the reservation. Later, while going through my emails, I saw your earlier message and realized I had been charged twice, resulting in a total lodging cost of about $[redacted].00. At the lodge, they checked the transaction and mentioned I needed to contact Booking.com to resolve the issue. I would appreciate swift resolution to this matter. I have also informed American Express about these charges on my card. Thank you. MTT