Booking.com Customer Service Issues

Hello, I am keen on completing my level upgrade to receive additional discounts. However, after canceling my reservation, the full amount of SR [redacted].18 has been deducted along with an additional charge of 1€. I have stayed in the apartment until today, Thursday. I will provide proof of this. Additionally, a question was directed to me during my stay, but I have not received any response yet. I stayed with you from Wednesday evening at 11 PM until Thursday at 2 PM. I am puzzled as to why the reservation was canceled as this affects my status on the platform. I will be contacting the booking management to identify the issue. Please respond. Thank you. [redacted] [redacted] Reservation: OYO [redacted] Al Jawahara One night in Taif September 22nd - September 23rd

I made a reservation at Grayson Down - An Artist Retreat in Blanding, Utah through Booking.com earlier this year. Unfortunately, on Sept. 10, my wife and I were in a motorcycle accident, resulting in unforeseen injuries that required us to cancel our scheduled trip on Sept. 24-26. Our booking number is [redacted]. Canyonlands Lodging has informed us that we are not eligible for a refund, citing that we did not cancel within their specified timeframe. However, their policy appears to indicate otherwise, with no clear time frame outlined for a 50% refund and no refund for no-shows. Moreover, they charged our credit card [redacted]% of the total prepayment despite the policy indicating that only 50% should have been charged upon reservation. This has led to them holding $[redacted].32 of our funds for the past two months. I believe this situation is unfair and may border on fraudulent, as there appears to be a discrepancy between their stated cancellation and refund policy and their actions.

I made a reservation through Booking.com on September 18, [redacted], for a double-queen room at the Pocono Resort and Conference Center. My confirmation number is R[redacted]8. Upon arrival, we noticed there was minimal activity at the resort and had difficulty with the service at the reception desk. The attendant's handling of our concerns about the lack of guests and assistance with our room needs was unsatisfactory. Due to the elevator issues and room location, we were unable to stay. After contacting Guest Reservations at Booking.com and expressing our situation, they promised to investigate and follow up but have not done so yet. Despite multiple attempts to reach them, we are unable to speak to a representative and address the refund of $[redacted].30 for the unused reservation.

I booked a studio at Porto South Beach on July 29th for two nights. Upon arrival, the resort had no record of my reservation, stating it was not confirmed despite me receiving a confirmation message from your end and being charged the full amount of $[redacted]. I've contacted you about refunding the amount since July 30th, but have not received it yet. This goes against the site's credibility, which I now doubt. I have called multiple times with no update. I will leave negative reviews for lack of credibility on your part and will explore all options to get my refund as I was promised it erroneously. Please refund the amount to my registered account. Booking Reference: [redacted] PIN: [redacted]

Good morning, I am sending a third reminder to Horizon Complex in Marsalforn Gozo, Malta, regarding my cancelled stay from September 15th to 18th due to the sudden passing of my father. I am still awaiting a refund for at least 2 out of the 3 nights. The original VISA transaction details are as follows: - Date of operation: 25/08/[redacted] - Value date: 24/08/[redacted] - Document number: [redacted]46 - Description: Hotel at Booking.com Amsterdam - Value: -[redacted].50 EUR I have received correspondence from booking.com regarding my cancellation request for reservation [redacted] and am awaiting a response from Horizon Complex. Thank you.

I requested a quiet room for my booking, but unfortunately, the guests in the room next door were extremely loud and disruptive, partying and creating a strong smell of cannabis. Despite complaining to Holiday Inn twice, the situation was only resolved when they were asked to leave. The noise and disturbance made me and my sister feel unsafe. The room itself was in poor condition with dirty carpets, stained curtains, and a broken towel rail. We requested firm pillows, as advertised, upon arrival and again later, but they were never provided. The pillows in the room were old and uncomfortable, leading to a poor night's sleep. This stay was very disappointing, and I am requesting a full refund for my hotel booking. I hope to receive a response soon.

I am currently in Atlanta due to aircraft issues last night. My flight, Delta [redacted], is getting sorted out this morning. I need to cancel my reservations and get a refund processed for the charges. Unsure about my departure time. My name is Deborah J. Hunter, with a confirmation number of [redacted] and a reservation number of [redacted]8. We were accommodated at Hilton, [redacted] Studio Way, Union City, Ga. They provided vouchers. I had to leave my luggage, no spare clothes. Kindly refund the cancellation fee back to my account. This situation is out of my hands. Thank you for understanding. Regards, Deborah J. Hunter.

I booked a stay at Chateau Beachside Resort in the Gold Coast, Australia through booking.com. I initially paid A$[redacted].00 for 5 nights and changed my reservation from June to 11/11/21 due to a lockdown situation. I was assured the booking was fully refundable if impacted by lockdowns. With the recent lockdown in Melbourne preventing me from traveling to the Gold Coast, I am unable to use the reservation. I kindly request a full refund as I cannot reschedule my travel due to returning to England before the holidays. I have contacted both booking.com and the hotel directly for assistance in processing the refund promptly. Thank you for your attention to this matter. Warm regards, S.K.

Quisiera compartir que tenía una reserva de dos habitaciones en el hotel Mirador Acapulco para el evento de motociclismo. Lamentablemente, en el camino tuvimos un percance y perdimos a nuestro amigo, por lo que tuvimos que partir antes de lo planeado. Al intentar explicar la situación en el hotel, me informaron que al reservar a través de booking, debía contactar directamente con ellos para cualquier solicitud. Les ruego considerar nuestra situación y permitirnos utilizar la noche pendiente en una fecha posterior junto con otras dos noches que pagaré. Agradezco de antemano su comprensión y apoyo en este momento tan difícil. En espera de su amable consideración, Gloria Karina M. La reserva estaba a nombre de mi esposo, José Arturo M.Á. Confirmación: [redacted] PIN: [redacted]

I made a car rental reservation via Booking.com for pick-up on September 20th at Vienna Airport, returning on September 2nd. The voucher number is [redacted]47, booking reference 3VJ1A8 with U-Save Auto Rental. I paid for the total car hire and additional insurance (£[redacted].76) at booking. Upon pick-up, I presented the voucher, driving license, and credit card. They blocked [redacted] euros on my card as expected. Additionally, I paid 18.98 euros for a toll ticket. I have receipts for both transactions. Upon early return, the car was accepted in good condition. Despite this, I was charged [redacted] euros on my credit card, which I thought was just a hold. Also, the £[redacted].76 charge is missing from my credit card statement. I believe there might be an error, and I trust you can help me resolve these issues promptly, as I've had positive experiences with your company before.

During our stay at America's Best Value Inn and Suites in Branson, Missouri on October 8th, we encountered a room that was extremely unsatisfactory and unclean. The furniture had burn holes, the carpet was torn and ragged, and there were various stains and dirty spots on the walls. The bed had blood stains, Kool-Aid stains, burn holes, and hair on the blanket that seemed unwashed for a long time. Upon inspecting further, we found long black hairs, a sticky substance with hairs, and even pubic hair on the cover sheet. It appeared that the sheets were not cleaned properly as well. The lack of hot water for showering only added to our disappointment. We have documented everything with photos and feel compelled to express our concerns. Room #[redacted] was in a deplorable condition, and we hope for a resolution from the management or else we will have to escalate the matter to the Better Business Bureau.

I made a reservation for a king room at Quality Inn and Suites in Horse Cave, KY, for October 8th and 9th. Although Booking.com charged me over a hundred dollars, the hotel's website shows a rate of only $66 per night. The actual condition of the hotel was not as advertised. The carpet felt sticky, it took an hour to fill the jetted tub halfway, only two jets worked, the faucet was loose, and the toilet seat was falling off, which I unsuccessfully tried to fix. I attempted to contact Booking.com to change hotels, but the phone service was poor. The noisy air conditioning made it hard to sleep, and the view overlooked a car repair shop. Additionally, there were noisy guests having a party nearby.

I recently stayed at a hotel, and I was extremely disappointed with the cleanliness. The shower had mold, the decorations were subpar, and the mattress was torn. The ill-fitted window made the room cold, which was uncomfortable for me, especially considering I'm undergoing cancer treatment. The lack of Covid protection measures was concerning. I requested a refund of $[redacted] for the one-night stay, but was directed to contact booking.com. I decided to leave the property and take a train back home, which cost an additional $28 plus $6 for taxis. The whole experience was distressing for my friend and me, both in our 60s.

Dear Forum Members, During our recent stay at The Cranley Hotel in South Kensington from the 4th of October [redacted], we encountered discrepancies between the hotel's website description and the actual room amenities. Although advertised as a 4-star hotel offering robes, a mini bar, a hairdryer, and breakfast in the room, our experience fell short of these expectations. The initial room was lacking several promised amenities, including robes, a hairdryer, and a functioning mini bar. The cleanliness and condition of the room were also subpar, with issues such as split curtains and broken furniture observed. After discussing our concerns with the hotel manager, we were relocated to another room. However, this room also did not meet the advertised standards, with missing amenities, substandard breakfast service, and overall poor room maintenance. Despite our efforts to find alternative accommodations, we had to settle for the room offered. Considering the £50 deposit taken at check-in and the misrepresented room quality, we feel that a partial refund of the £[redacted] paid for the stay is warranted. We are disappointed by the discrepancy between the hotel's marketing and the actual experience, leading to a less than satisfactory stay. We have photographic evidence of the issues faced during our stay and are open to sharing them if necessary. Sincerely, [Initials]

Hello, I am Peter Lovell. I currently have my Booking.com sign-in email set as [redacted] I rarely use this email and would like to change it to my primary one, [redacted] When I try to edit my details, I get an error message saying the email already exists. I am still getting emails at the Optusnet address regarding Gold Coast attractions. It's inconvenient to switch between emails for Booking.com messages. Can you assist me in updating my email address? Thank you, Peter Lovell

I have a reservation at Holiday Inn in Midwest City, OK from 10/23 to 10/28 via Booking.com. I never received a confirmation email from Booking.com, and their emails seem to be going to the wrong place. I've tried reaching out to them multiple times without success. The hotel won't cancel the reservation without Booking.com's involvement, but I can't reach them without a confirmation number and pin. Even my daughter tried through her Booking account with no luck. The hotel is threatening to charge me directly. My email is [redacted] and my phone number is [redacted]. I've provided this information to Booking.com, but they are not responding to me. Their phone line only asks for the missing confirmation number.

I need to clarify a booking issue. I made an online booking through Booking.com for R [redacted].00, but I was charged R [redacted].00. Despite numerous attempts to contact Booking.com, I have not been able to resolve this. I contacted FNB Card Dispute to reverse the charge, but Booking.com still deducted R [redacted].00 from my account. I have made multiple calls and disputes with no resolution. Even when visiting the bank, they couldn't assist. I attached the dispute form for your records. Booking.com did not render any service, so I stayed at another hotel. The hotel was unaware of my Booking.com reservation. Booking.com received R [redacted].00 without providing a service. Their website does not allow me to submit a complaint. I have evidence of this issue.

I recently booked a sea view property in Millport, Scotland, but was disappointed with the misleading property description. The listing failed to mention that the "cottage" was actually a flat in a building shared with other properties. Upon arrival, I noticed bins outside and discovered dampness in the toilet, hallway, and bedroom as well as on the blinds. The property did not match the pictures provided, and the bedroom heater was faulty, sparking when touched. Furthermore, the sockets had not been PAT tested since [redacted]. This experience was stressful as it was meant to be an anniversary getaway. I hope this issue can be resolved promptly. Thank you.

I am Jennifer D. I recently booked a "sea view" cottage in Millport, Scotland, but upon arrival, I was disappointed to find out that it was actually a share-access flat in a block with other properties. The property description was misleading as it did not mention this. Additionally, the pictures of the property were deceiving, making it look better than it actually was. The flat had dampness in the toilet, shower, hallway, and bedroom, with damp spots on the blinds. I also found a dangerous issue with the heater socket sparking when touched. All the sockets were last PAT tested in [redacted]. This was meant to be an anniversary getaway for my partner and I, but instead, we were left stressed and disappointed. I kindly request a refund to resolve this issue. Thank you.

I have a booking with the following details. The problem is that the provided post code for the hotel is not recognized. I spoke with the hotel, but they are unable to understand the issue. Could you please provide me with the correct full post code for the hotel, as the form below does not accept "[redacted]-[redacted]" or "[redacted].[redacted]"? Thank you for your help. Flight Information: - Airline: Other - Flight number: ESY1819 - Seat number: 15E - Date of arrival: 18/10/[redacted] - Time of arrival: 16:40 - Coming from: UNITED KINGDOM OF GREAT BRITAIN & N. IRELAND - Going to: Lisboa Personal Information: - Full name: Achilleas Zafiropoulos - Identification document: Passport - Document number: [redacted]90 - Date of birth: 08/08/[redacted] - Gender: Male - Address in Portugal: Hotel Pensao Londres, Rue D.Petro V 53, 2, Lisbon - City: Lisbon - Postal Code: [redacted].[redacted] Lisbon - Mobile phone number: +44 [redacted] - Email address: [redacted] Emergency contact information: - Full name: Madelaine Reilly - Mobile phone number: +44 [redacted] Thank you for your assistance.