Booking.com Customer Service Issues

I attempted to reserve a room at the Doubletree by Hilton in downtown Toronto for 10/15-18 through Booking.com's app. Although the app displayed a total price of [redacted], it repeatedly froze during the last step of booking. When I visited the hotel, they would not honor the rate shown on the app, as their price was almost double. Despite numerous attempts, I was unsuccessful in completing the transaction through the app, leaving me frustrated. I am considering switching to more reliable apps such as Hotel Tonight. The experience was a waste of time for me and the hotel staff. I also tried to contact support but was unable to reach anyone without a booking number. This situation is unacceptable.

I have a reservation for 2 rooms each with 2 queen beds for 4 nights. I inquired about checking out of one room a day early, but was directed to contact booking.com for modifications. After calling them, they informed me the manager did not approve the early check-out request within 24 hours advance notice, despite me not checking out of the room due to their denial. As a result, they allocated the room to another guest. I requested a refund for that night since I wasn't allowed to check out. Instead, they provided a different room with one bed. I insisted on either a similar room or a refund, which requires approval from the general manager. Until this is resolved, I cannot occupy the room. I believe I should be refunded for the night they re-booked the room when I was unable to check out.

Subject: Urgent Refund Assistance Needed from Booking.com Hello Booking.com team, I am reaching out regarding booking reference [redacted]. I am inquiring about the refund process for my cancelled accommodation at the Holiday Inn, as per their confirmation email stating that you had agreed to issue a full refund due to my illness preventing me from staying earlier this month. Today, I followed up with the Holiday Inn, and they mentioned: "Hello, You will need to contact booking.com directly for any inquiries regarding your refund, as they are the ones holding your funds, not us. Kind regards, Philip Allott" Thank you for your prompt attention to this matter. Best regards, [Initials]

My car rental was unexpectedly cancelled without any notice. Despite being told by representatives that there was no issue and that confirmation number #[redacted]COUNT with Enterprise was valid, I discovered that Booking.com had canceled my original booking on the same day it was made: November 17, [redacted], for a trip on October 7, [redacted]. After numerous calls totaling 2 full days and speaking with 9 different people, I was able to reach an Enterprise employee who contacted the manager in Albuquerque. Although they had no cars available for rent, they managed to secure one for me at a higher rate. Booking.com failed to inform me about the cancellation due to a perceived credit card glitch, which was not an issue as I had used the same card to book a hotel without any problems. Enterprise claims they did not cancel the reservation, contrary to what I was told. I simply seek acknowledgment of this frustrating situation. Regards, L. B., Disheartened Former Customer.

I recently stayed in Istanbul and need to lodge a complaint about the booking process and the accommodations. I made my reservation several months in advance and paid a 10 euro deposit 17 days before my arrival. Upon confirming my arrival via WhatsApp, I was informed upon reaching the property that they had overbooked. Consequently, I was placed in an incomplete and cramped room which I refused to accept. They then suggested I find alternative lodging for the first two nights and return later. They later relocated me to a nearby building, which was equally disappointing. Despite multiple issues and a broken toilet, the staff mentioned repairs would only happen after my departure. Upon returning to the original property, I still did not receive the apartment I had originally booked due to overbooking. Furthermore, an issue with the toilet was handled poorly with only a temporary fix offered. Despite my attempts to seek compensation, the staff continues to ignore my requests. Any assistance with this matter would be greatly appreciated. Thank you.

Subject: Change of Travel Plans Dear Augusta Boutique House, Lisbon, I am writing in response to your message dated May 22, [redacted], concerning our booking under the name of Mr. Geoffrey and Catherine Meade, reference number [redacted]. Due to the ongoing lockdown in Melbourne, Australia, our travel plans have been disrupted, and we are looking to reschedule our trip to Portugal for April [redacted]. As our booking credit expires in December [redacted], we kindly request if it can be extended to April [redacted]. Any additional costs incurred will be covered by us, and we will provide a new booking date once confirmed. Thank you for your understanding and assistance. Best regards, Geoffrey Meade

I made a booking for Quality Inn in Clarksville, but the payment went to Quality Inn on Exit 11 Sontag Rd in Tennessee instead. This caused me to pay twice for my stay. The GM at the Clarksville hotel, Richard, mentioned discrepancies between the website and actual locations. I need a refund for all my bookings from the 21st to the 23rd as the situation resulted in me paying a higher price upon arrival. I've tried contacting the Quality Inn on Exit 11, but no one has returned my call. I urgently need a full refund for all the payments made.

Dear Customer Service, I recently stayed at Fuatpasa Yalisi Hotel in Istanbul, Turkey, from Sep 27 to Oct 2. My experience was marred by having to change rooms three times due to noisy hotel staff, causing inconvenience both during the day and at night. In the process of moving rooms, I left [redacted] Euros in one room's safe, which I realized later on. I contacted the hotel multiple times to inquire about the cash but have not received a response. I reached out via email to "[redacted]" but have not heard back. I am seeking assistance in resolving this issue as not only did I have a negative stay, but I also lost [redacted] Euros. Thank you, FK

I booked a room at Meson El Cid in Burgos for October 27th to 28th at the advertised price of 94 euros for a double room facing the cathedral. However, the hotel confirmed the booking at [redacted] euros. I inquired about this discrepancy, and the hotel's response suggested I could cancel without mentioning the price they would charge. On Booking.com, the price is still listed at 94 euros, but the hotel documentation states [redacted] euros. I wonder if this is an administrative mistake, and I should be charged the lower price as advertised. According to Booking.com, the hotel is offering a discounted rate until January.

Good evening! I, Elena A., am a customer of booking.com and regularly book through their services. On my recent booking [redacted] PIN [redacted] at New Upscale Beach Side apartment in JBR from 31.10.21 to 06.11.21, I encountered fraudulent activity. When I called the contact number provided for the accommodation in Dubai, a Russian-speaking woman who was not affiliated with the property answered and hung up after my inquiries. Additionally, the accommodation has not responded to any messages through the booking.com platform. Due to officially booking through booking.com and making a prepayment transaction on 04.09.[redacted] from my VTB *[redacted] bank card as stated on the site, I kindly request booking.com to refund the deducted amount within 2 business days. I am also requesting alternative accommodation with similar features to the originally booked apartment for 3 people from October 31 to November 6. Please advise on the necessary steps regarding this booking and whether I should cancel it. I ask for this communication to be documented as I may need to refer to it when contacting law enforcement agencies and consumer rights protection. Sincerely, Elena A. Mobile: 8[redacted]

Good evening, Regarding booking [redacted], PIN [redacted] for a New Upscale Beach Side apartment in JBR from October 31, [redacted], to November 6, [redacted], I have encountered a fraudulent situation. I made the reservation officially on booking.com, and on September 4, [redacted], the prepayment of 51,[redacted] rubles was withdrawn from my bank card ending in *[redacted], as indicated on the website. A representative from booking.com contacted me to confirm the prepayment for the booking. I kindly request that booking.com refunds the deducted amount within 2 business days. Additionally, I am requesting alternative accommodation for 3 people, preferably a 2-bedroom apartment in the JBR area close to the beach and amenities, for the same dates. Thank you.

Dear all, I want to inform you that due to the storm in Catania, we had to cancel our flat booking (no. [redacted]) and rental car booking (no. [redacted]54). We recently received concerning news about an upcoming cyclone. The severe weather conditions, along with the mayor of Catania's announcement for citizens to stay indoors, made it impossible for us to proceed with our holiday plans in Catania. The flat owner advised us to reach out to booking.com for a full refund of [redacted] Euros. Furthermore, we had also booked a rental car (booking no. [redacted]54) for [redacted].18 Euros and expect a full refund due to the unexpected situation in Catania. Please acknowledge this message and reimburse the amounts to our bank account. Confirmation can be sent to [redacted] Thank you for your attention. Kind regards, Katherina Veritsis-Meyer and Rüdiger Meyer.

I booked a room through a Hotels.com agent at the Howard Johnson hotel in Gatlinburg, TN for four nights from Nov 1 to Nov 5. However, I received only one night's stay confirmation from Booking.com, a platform I don't usually use. I need to cancel this reservation, which had a deadline of yesterday. Can you please cancel it immediately and send me a cancellation confirmation to my email at [redacted]? Thank you, Farook C.

I booked a hotel in Greece near the airport and paid for it with my Navy Credit Union credit card. The hotel confirmed the booking, but I did not receive a confirmation number. It's for the 4th of November and located 3.8 miles from the airport in Athens. Can you please send me a text with the details, or maybe the hotel can? Unfortunately, I can't remember the name of the hotel. My name is John Grossman. Thank you. I will now send you my email.

Booking Confirmation, Booking Number [redacted], Pin Code [redacted] I received your booking confirmation. I noticed that the booked room is listed for single occupancy even though I booked it for Peter & Anita Metzger. The room description on the confirmation states for single use, but under the guest name, it says Peter & Anita Metzger. Even on the Booking.com app, the confirmation is under my name and my wife's name. I am quite unsure where the issue lies here, and if a correction of the price of €[redacted] needs to be made, we should discuss the reservation again. Please email me or call me. Kind regards, Peter Metzger

On October 27th, I made a reservation for 2 nights at Reimersholme Hotel for [redacted] SEK. The amount was charged to my card and sent to booking.com. I only stayed 2 nights, as planned. However, on the same day, another charge of [redacted] SEK appeared on my credit card ending in [redacted] (under the name Abdallah Mostafa), held by booking.com. After contacting my bank, they confirmed this charge but provided no official documentation. The funds are currently on hold by booking.com, and I request the release of this amount and its return to my credit card. Thank you.

Hello, I booked a car through you at Click Rent with reference: [redacted]41. When I arrived at Malaga Airport for pick-up, they refused to give me the car because I only had a debit card and cash. I contacted your office, and a helpful staff member arranged a booking with Enterprise car hire. However, I noticed multiple debits from my account for amounts totaling [redacted].46€, 67.25€, [redacted].75€, [redacted].38€, and [redacted].49€, all related to card payments in transportation and vehicle hire. I only hired one car, so I would appreciate a refund for the excess amounts debited. Thank you.

I am having trouble chatting somewhere ... My details: Booking number [redacted].[redacted].[redacted] Name: L.J. Koch Email: [redacted] I booked with you: THB Felip in Porto Cristo from 23-10 to 2-11-[redacted] Trip: great! What I'm emailing about (3rd time): You advertise a hotel at a certain price: (my quote [redacted].23) You charge my credit card: [redacted].23 euros You mention (somewhere 16.60 and again another 17 euros) that the difference is the tourist tax, let's consider it 17 euros (you clearly state it in the confirmation: 10 nights at 0.85 ct per person = 17 euros). In conclusion: once again great!!! But upon arriving at the hotel, I get a bill for 59.83 euros (I have a copy of this). What bothers me is the big difference. You should be aware of the amounts of the tourist tax applied. In conclusion: you state in the booking confirmation that I have to pay 17 euros but it is almost 60 euros. I find this unacceptable. What will you do about my complaint (2x)? You keep contacting the hotel directly... And this is the most irritating part. The hotel cannot do anything about it. Neither can the government of the country/place, etc... But... You!!!! And when I complain, you take a strange step. Always towards the hotel. In conclusion: 1: you do not read my complaint properly or you understand nothing about it (excuse me...) 2: it is your tactic to... and hope that the complainer will give up and let it go. I wanted to do this via chat or phone, but I cannot seem to.

Good morning. I am sending this message regarding my reservation at Riad Dar Nael in Marrakech for 6/11/[redacted]. Our experience at the accommodation was very poor. The location of the property was not only unsafe being inside the souks but also in a very inaccessible alley, in a terribly unsafe part of the neighborhood (they were trying to sell us drugs a narrow street below). It was one of the areas of the Medina where there was insufficient policing. For my partner, the experience was very frightening, being in a very difficult position throughout the journey, and I myself many times had confrontations all in the middle of the day; we did not even want to think about how the situation would be at night. Upon arrival at the property, the smell that "welcomed" us was unbearable as there was a noticeable issue with the sewage, making the atmosphere suffocating and the smell covering everything. The "pool" obviously was not a pool but a small bathtub-sized niche, without water renewal and filtering, if I am not mistaken, with dirty water that could barely be used for foot baths. The kitchen door was open, and let's not even mention the images we saw inside regarding hygiene, it would be a bit much. After all this, obviously, we did not stay at the place. We tried to contact requesting a refund as we ended up losing an hour and a half of our vacation for such a bad experience that upset us significantly. The man who responded to us via Booking messages by email refuses to refund us. I also intended to contact you after all this. On the one hand, I would like to request a refund, and on the other hand, to inform you about the situation since while we have used your app very often in the past, it was the first time we were so disappointed and felt unprotected. I also work in the hotel industry, and I have never faced such inaccuracy and such deception between the photos, the description, and reality. I would like to be informed about the progress of my refund request. I understand that each country has its specificities in accommodation, but this is exactly why I used a serious, reliable, and widely-used platform like yours. Sincerely, T.M. D.

Dear Sir, I made a booking for my wife and family for a 2-day stay in Kuala Terengganu, Malaysia. Payment was deducted from my credit card. Unfortunately, upon their arrival at the hotel, they were informed there were no available rooms as the hotel was full. I did not cancel the booking, so I am seeking reimbursement as I had to pay for alternative accommodation and they had to find another place to stay because of this issue. My Booking ID is [redacted]49. This is the first time I have encountered such a problem despite using this site for hotel reservations in the past.