Booking.com Customer Service Issues

Dear [redacted], I am writing to express my extreme disappointment with the services provided by your company. As a regular customer, I expect better standards and was dismayed by the lack of consideration for your customers' well-being in favor of profit. During our recent stay at Constantinopolis Hotel in Istanbul from November 4th to 7th, [redacted], the rooms we were provided were appalling. The lack of sunlight and fresh air in the catacomb-like rooms is unacceptable, even in prison facilities. I urge you to thoroughly inspect the accommodations you offer to prevent future clients, like myself, from enduring such substandard conditions. Furthermore, despite multiple requests, the hotel staff failed to provide us with an invoice for our stay, claiming it was your responsibility as the booking entity. Please send me the invoice promptly. I will certainly reconsider using your services in the future based on this experience. Sincerely,

I made a reservation at The Sarojin to celebrate my birthday, paying [redacted] baht. Unfortunately, upon arrival, I discovered the hotel is almost empty, and the restaurants are closed due to the current situation. It seems the hotel's services are limited, and this has greatly affected my birthday celebration. I have stayed at this hotel in the past, and it is disappointing to see it in this condition without prior updates on the available facilities. I had high expectations for a 5-star experience, but it feels more like a guest house at the moment.

I made an online booking at Clifton Hotel through booking.com for 4 adults and one 6-year-old child on November 5th. After payment, the hotel manager called to inform me they don't accept children under 10. I tried to get a refund, but was told it went through a third party. Upon checking my bank statement, I saw two charges: £[redacted].00 to Clifton Hotel and £[redacted].00 to booking.com, which I did not authorize. My bank advised me to seek reimbursement for this fraudulent activity. Please advise on how to proceed. Thank you, M. Cavaree

During my North Coast [redacted] trip from October 11 to October 14, I faced difficulties making reservations through Booking.com. I encountered repeated issues with booking various accommodations such as Loch Earn on October 11, Bank House on October 12, The Boat House on October 13, and Ben View Rooms on October 14. Although I briefly booked Edderton Lodge on October 13, I promptly cancelled this reservation due to its location being far from my route. Despite my stay at The Boat House on October 13, I noticed an unexpected charge of £42.75 on my credit card on the same day, without any details provided for the charge. I am puzzled by this charge as it does not correspond to any of my bookings during that period.

Hello! I made two bookings in Cyprus, Nicosia; one at the Royiatiko Hotel and the other at Kennedy Deluxe Suites. I canceled both immediately and received cancellation approval from Booking.com. However, the money was still withdrawn from my account. Both hotels directed me back to you for assistance. My bank requested an email from you to process a refund. Please contact my bank at [redacted] to facilitate the return of my money. Thank you.

Regarding booking [redacted] with a PIN of [redacted], the hotel canceled my reservation, not me. I spoke to hotel manager Francoise Plouvier, who indicated Booking.com made an error. I requested her to inform Booking.com to cancel my payment immediately. Cindy Lou N. from customer service assured me the payment was canceled. On November 3rd, Booking.com notified me they would deduct the money, yet I discovered the payment was already processed in my bank account. Despite numerous emails to Booking.com, I haven't received any response. If I don't hear back, my bank, DNB Norway, will initiate a refund process. My Mastercard is now blocked, so kindly contact me for an alternative account for the refund. Thank you. Anved L.

I am writing to report an issue with my reservation at Louisa's Place in Berlin for my dad, V. S., from November 10th to November 17th. After having two leg surgeries, he found the bed mattresses too soft to sleep on. The hotel couldn't provide a firmer option, leading us to request a refund. The receptionist mentioned processing a refund but advised me to contact Booking directly. This is the first time we've had to cancel a Booking reservation due to the circumstances. We appreciate your understanding during this emergency situation, where we regretfully have to seek a refund. We've always been pleased with your service before. The total price paid was [redacted],[redacted] rubles. Thank you in advance for your assistance.

I had booked a flight from DTW to Las Vegas for Nov 4th returning on Nov 11th. Unfortunately, I had to cancel shortly after booking due to unforeseen circumstances. The trip cost $[redacted].56. I reached out to booking.com for the cancellation, but they directed me to contact Spirit Airlines directly. I provided my flight details KLJSFH to Spirit and paid a cancellation fee of $[redacted].00. I was informed I would receive a refund within 7 to 10 business days. After 15 days without a refund, I called Spirit again. They confirmed a refund of $[redacted].56 was processed to the credit card used for booking through booking.com and suggested contacting booking.com for the refund status. My customer number is 40-[redacted]64.

On September 14, [redacted], we canceled a reservation at the Mercure Southampton Centre Dolphin Hotel booked through Booking.com. The original stay was for three nights starting on September 24, [redacted]. Despite canceling by September 21, [redacted], Booking.com still charged us. They acknowledged the cancellation but have not refunded us, and communication has stopped. Booking.com claimed to have called us in an email, but we received no such call. We've been emailing frequently, but reaching them by phone has been difficult. We hope for a resolution soon. Sincerely, Matthew & Patricia Ellis from Norwich, Norfolk.

I have not yet received my refund, although it has been 12 days since I was directed to cancel my booking. The details are as follows: Booking successfully cancelled. Dear John Brown, I confirm that your reservation for The Coolins cottage with a wood burner has been successfully cancelled. No further action is required from you. For any questions regarding the property, you can contact them at +44 [redacted]. Cancellation fees are deducted from your initial payment, and any due refund is currently being processed and should reach you within 7-12 days. The Coolins cottage with wood burner Railway Terrace The Coolins, Strathcarron, IV54 8YR, United Kingdom CANCELLED Phone: +44 [redacted] Email property Details of your booking: 1 adult Check-in: Monday 15 November [redacted] Check-out: Friday 19 November [redacted] Booking number: [redacted] PIN code: [redacted] Cancellation cost: Total: £[redacted] You may still receive booking notifications during our system update, but rest assured, your booking has indeed been cancelled. Hello John, Following our conversation, we are facing a water leak issue at our cottage and would appreciate it if you could cancel your reservation to address the problem. I am reaching out to you to initiate the cancellation as advised by Booking.com. A full refund will be credited back to your account post-cancellation. Please verify all this information with Booking.com before proceeding with the cancellation for your own security. Apologies for any inconvenience caused. Thank you for your cooperation. Samuel Irimia Contact number: [redacted]8 The Coolins Family

Hello, I am seeking assistance on obtaining a refund from Booking.com due to their cancellation of my reservation for a Perodua Bezza or similar vehicle through Hawk. I did not cancel the reservation myself. I have received emails confirming the cancellation with details of the refund, which is currently in process. Can anyone provide guidance on the next steps I should take regarding this matter? Thank you.

Dear Sir/Madam, I am writing to address an issue with an online travel agent regarding a recent booking. Upon arrival at the hotel, I was denied entry at the specified time stated in my booking. While initially offered a refund, I was later informed that a refund would not be granted. Despite contacting customer service, the issue remains unresolved, causing significant inconvenience and unexpected expenses while being stranded in Canterbury for the night. I request a full refund for this matter and seek a prompt resolution. Following Trading Standards guidelines, I am documenting this case and ask for communication through this email address. Sincerely, Mia C. Booking Reference: [redacted] 66 St. Leonards Avenue, Chatham Kent, ME4 6HE

I encountered issues from the start when booking on booking.com for my Best Friend's Wedding. Despite seeking a budget-friendly option, the room wasn't as expected, being a motel instead of a hotel as depicted. When inquiring about early check-in, I was met with uncertainty from the night auditor. Trying to switch to a cheaper option like DAYS INN yielded no help from booking.com. The staff's unprofessionalism continued upon arrival, with the clerk failing in basic courtesy. Despite exhaustion, my service dog and I were denied a clean room, adding to the frustration. The extent of unprofessional behavior escalated when the clerk threatened me physically and financially. Ultimately, I had to leave, missing the wedding and incurring financial loss. Attempts for resolution proved fruitless, and now I seek legal counsel for recovering losses and damages incurred.

I urgently need to change my reservation at Theodian Hotel in Istanbul, Turkey (Reservation No [redacted]) today due to the unsatisfactory conditions that do not meet COVID-19 hygiene standards. The room was unclean with dirty sheets, blankets, and a toilet basket filled with garbage. Upon entering, I had an asthma attack from a strong, foul odor resembling a pill left in the sink. The room I received was different from the photos on the booking website, and it was not disclosed that the standard room would be located in the basement. Additionally, the hotel charged my visa in advance despite my reservation terms stating payment would be made at the hotel. I have attempted to address these issues with the hotel to no avail. Please assist me urgently in changing this reservation to ensure a safe and enjoyable vacation. Thank you, Sara M. [redacted]0

Hello, I am in need of assistance to modify my reservation at Theodian Hotel in Istanbul, Turkey. The reservation number is [redacted]. I urgently need to switch hotels today because the current one does not meet any COVID-19 hygiene standards. The rooms are unclean with dirty blankets, sheets, and a filled toilet basket. I even had an asthma attack upon entering due to a strong odor from a pill left in the sink. The pictures of the rooms do not match the ones I saw on the booking website, and they did not specify that the standard rooms are in the basement. Additionally, the rooms lack amenities like water bottles. Despite my reservation stating payment at the hotel, they charged my Visa a day before my arrival. Please help me change hotels promptly to salvage my vacation. Thank you.

During my stay at The Brisbane Hotel in Largs, Scotland on the 2nd of September, our group booked 4 rooms. The noise from an in-house prom kept us up late and we were assured a partial refund if we emailed about the issue. After multiple emails, the general manager, Kathleen M., confirmed a £30 refund per room, £[redacted] in total, to be credited back to the virtual card used for booking. Despite being told the refund was made to a Mastercard ending in [redacted], which isn’t mine, I was assured on the 28th that the correct refund would be processed within 15-20 days. Unfortunately, I have yet to receive the reimbursement and would appreciate a prompt resolution to this matter.

My husband, Mr. Wolfgang Graner, living at Kißlingerstraße 15, [redacted] Rottach-Egern, email: [redacted], booked a flight from Munich to Zurich - with a connecting flight to Mauritius - for the 24th of October [redacted] through booking.com. The flight number was LH2368. We received confirmation for this flight (Reservation Code TWUKYT, Airline Reservation Code TEQS7W). We attempted to check in 23 hours before departure on the 23rd of October at 11:15 am but were unable to do so as the flight no longer appeared, only the connecting flight to Mauritius. We tried for about 2 hours to reach Booking's hotline without success. In desperation, my husband booked a flight from Munich to Zurich through Opodo for a price of 1,[redacted].04€. After over 3 hours, we were able to speak with a Lufthansa representative who informed us that the departure time of our original flight had been changed, and we should have received a notification from Booking. As we did not receive any such communication, we had to book the expensive last-minute replacement flight through Opodo. The Lufthansa representative advised us to request a refund from Booking.com for the Munich to Zurich flight, which we are doing now. Sincerely, Wolfgang Graner and Ulrike Früchtl-Hajek.

Subject: Guest Post Request for Website or Partner Magazine Greetings, I am a former Dutch doctor, now residing in Ghana as a tropical physician since [redacted]. I came across your website and noticed that it addresses similar topics to my own website, which focuses on health and environmental issues, particularly in the context of guest residents at Booking.com. I am also involved in proposing a Cross-Africa Irrigation Organization called African E.P.A. My background includes expertise in International Law, specializing in International Organizations like the W.H.O., as well as Environmental Management. In Ghana, environmental monitoring is crucial due to water pollution from gold mining activities such as artisanal gold mining, locally known as galamsey. The main contaminant, toxic Heavy Metal Mercury, poses severe health risks through water and coastal contamination. Apart from these, my website covers international subjects like the Trump administration and the COVID-19 pandemic involving China. I would appreciate the opportunity to contribute guest posts to your website or Partner Magazine to raise awareness about these critical issues. Best regards, Dr. H.P., retired tropical physician, international lawyer, and environmental manager Contact: [redacted] Address: Fijaj-East plot no. 21, Sekondi, Ghana

I stayed at Mario Hotel and Cafe recently with confirmation number [redacted].[redacted].[redacted] and PIN code [redacted]. I booked a room for 1 night for 2 adults checking in on Saturday, 27 November [redacted] (from 12:00) and checking out on Sunday, 28 November [redacted] (until 10:00). Unfortunately, I need to cancel my booking due to health reasons. The hotel does not have an elevator or wheelchair accessibility, which was challenging for me due to my osteoporosis and back pain. Yesterday, I slipped on water on the floor of my room, causing me extreme pain and discomfort. Mario Hotel and Cafe has agreed to my cancellation request and refund due to the circumstances. I appreciate your understanding and kindness in processing this refund, especially since my government funds covered this business trip.

I need to speak with a live representative regarding an overcharge on my Capital One account that occurred when booking a reservation in October. There was no mention of a weight limit for pets until I called to confirm and was informed of a 30 lb maximum. I decided not to proceed, and was assured no charge would be applied, yet I see a $[redacted].66 fee on my credit card. I am dissatisfied and request a refund. Please contact me at [redacted]. I prefer a phone call over an email response. I am eager to resolve this matter promptly. The original booking confirmation number is [redacted]. Thank you, W. Lombard.