Booking.com Customer Service Issues

I am writing to express my disappointment with my recent stay at the Hilton Manchester Airport. Upon arrival, we encountered disorganization at check-in, with a lack of queue organization and malfunctioning room safes. The bar service was also subpar, with warm drinks and a limited selection due to equipment issues. Despite speaking to the management, the overall service did not improve, and we were even charged for "complimentary" drinks upon check-out. The total cost of our brief stay was over £[redacted], which does not align with the level of hospitality we experienced. I hope the hotel can address these issues promptly to ensure a better guest experience in the future. Regards, Mark & Sue Hughes

My partner and I stayed at Bonnington Hotel in Bournemouth on the 28th of September, booked with reference number [redacted]. We unfortunately need to request a refund or speak with management about our experience. The room had several issues such as a broken handle on the window, preventing it from closing and making the room cold. The heater had Rizla papers inside, making it unusable. The curtains were also broken, and there was mold in the shower, leading to discomfort and chest soreness. Additionally, we found a plug socket hanging from the wall and a random electrical wire protruding from it. The TV socket was half hanging out, and when we turned on the TV the next day, it sparked. Due to these safety concerns, we left a day early, feeling that the room was not up to standard and posed a health risk. We hope for a prompt resolution.

A few months ago, I made a reservation in Santa Fe, New Mexico, through booking.com. Unfortunately, the motel was not up to standards, so I called to cancel. The representative mentioned that as the hotel wouldn't refund my payment, I would receive credit instead. Recently, I spoke with a representative who was unhelpful and wouldn't escalate my call. She requested me to disconnect, claiming she couldn't access my details while on the line. I had already waited over 10 minutes to speak with her. I possess credit with the company and am keen to connect with a more supportive individual to assist me in redeeming it. Although I don't have the reservation confirmation handy, I believe you should be able to locate my information. Kindly resolve this matter promptly. Thank you, Kaja.

I booked several trips to Las Vegas in March [redacted] through booking.com, a platform I've used for years. I initially booked Vdara but cancelled within hours due to better offers, yet a $[redacted].15 pending charge appeared on my credit card despite no pre-payment being indicated. I contacted them to remove it but it ended up being posted three days later. I urgently need this refunded to access my funds. I noticed discrepancies in how hotels charge, unlike Signature MGM which hasn't processed a charge yet. I’ve started documenting my booking process and shared my experience on Facebook. While I appreciate booking.com, other competitors like FlipKey, Vacations Away, Home Away, Airbnb, VRBO, and Hotels.com are also options to consider.

I provided Booking.com with ample notice to cancel my reservation at the Best Western Anjou Lafayette hotel without being charged. Despite the reservation being non-refundable, I booked it counting on the 24-hour cancellation policy. Unfortunately, due to unexpected circumstances - my daughter being pregnant with twins and deemed high-risk at 34 - we had to cancel our France trip. I've contacted three agents and sent two explanations to the hotel, expressing my situation. I am willing to provide an OBGYN note as proof. It's disheartening to face this charge, especially with twins on the way, which will strain my finances, already tight. I urge Booking.com to handle this matter with compassion and understanding. I believe the hotel will easily rebook this room for October. Your attention to this matter is greatly appreciated. Thank you, Elizabeth J. Confirmation # [redacted], Pin [redacted]. I hope this cancellation can be processed without any charges.

I previously spoke with your customer care representative regarding my booking [redacted] at Jamaica Cafe & Beach Huts on September 30th. I requested to update the number of guests to 9 adults and 1 child, who is 8 years old. Despite the promise of a response within 48 hours in the email, I have not yet received any update from your end or from Jamaica Cafe & Beach Huts. When I contacted the property directly, they advised me to cancel my booking due to some issues at their end. It is crucial for me to have the correct information as I am traveling with my family and any disruptions could lead to significant inconveniences. I kindly ask for your prompt assistance in resolving this matter. Thank you. Vinayak K.

I booked a standard room at Protea Hotel by Marriott- Port Elizabeth from 31/12/[redacted] to 03/01/[redacted]. I requested a change directly with the hotel after booking through your platform and made a prepayment for the room on 09.05.[redacted]. The hotel has not been cooperative when I tried to inquire about my balance and requested a statement. They confirmed the prepayment for the standard room but have not provided further assistance. I am seeking your help to obtain a statement confirming the room booked. Despite my efforts to contact the hotel for assistance, I have not received the required documentation. This matter is urgent, I would appreciate a prompt response. Thank you. Nomsa

I accidentally booked the same car rental three times due to a page malfunction each time I tried to complete the reservation. The site prompted me to start over because the price was incorrect, leading to three active bookings with two of them already paid. I do not need three cars, so I aim to cancel two bookings without incurring a cancellation fee. It is frustrating to face this charge due to the website error. Could you advise on how to proceed with cancelling the duplicate bookings ([redacted]85, [redacted]56) without extra fees? Thank you for your assistance. Sincerely, András Pelikán

I need assistance with a recent cancellation at Hampton Inn in Pensacola Beach, FL. I was charged $[redacted] for cancelling my stay on October 12 & 13 due to Hurricane Michael. As a loyal Booking.com member (genius!), I believe this charge should be waived since I canceled within the free cancellation timeframe. Kindly remove this charge promptly. Thank you.

My Visa card was used without my permission to withdraw $[redacted] or [redacted],[redacted] Russian rubles in Amsterdam at Hotel on Booking.com on 5/18/20. I have never been to Europe; someone must have stayed there using my identity. The hotel staff must have seen this happening and shared my money with the criminals. It's clear I was never there. The hotel workers must have noticed someone else was living in my name. I demand an investigation, punishment for those involved, and a refund of my money. I have already contacted the Netherlands Prosecutor's Office and the Embassy of Azerbaijan in the Netherlands about this issue.

Subject: Clarification on Accommodation at Vacation Village at Weston Dear Wafaa, I wanted to provide more information about our recent stay at Vacation Village at Weston. Our family of four, including two young children ages 3 and 5, typically looks for accommodations with a two-bedroom setup where the kids can share one room, and my husband and I have another room. Unfortunately, what was advertised as a two-bedroom unit turned out to be two separate units with two of everything – including two kitchens, living rooms, dining areas, and so on. This arrangement causes the kids to sleep too far from our room in a separate unit, which is not suitable for our family dynamic. As a result, we are not utilizing the second unit (unit B) that we are being charged for. The discrepancy between the description online and the actual layout has caused some inconvenience for us. I trust we can find a suitable resolution to this matter. Thank you for your attention to this matter. Best regards, L. A. Brodie

Dear Booking.com, I am scheduled to travel to Prague on October 30th for a conference that will last from October 1st to October 4th with my boss. Our reservation was originally for ten days, contingent upon our visa approval. However, Hotel U Matina has charged my account prematurely despite our visa status being uncertain. I have tried to explain that I would like the reservation to remain tentative until our visas are confirmed so I can confidently proceed with payment upon our arrival. Unfortunately, my requests have been disregarded. The hotel insists that I will not receive a refund regardless of our visa outcome. I made this reservation through your platform and urge you to review this situation. I am hoping for a fair resolution where I am not penalized for circumstances beyond my control. Thank you for your attention to this matter. Sincerely, Joseph E.

On September 21, [redacted], I made an online reservation through booking.com for a handicap room at the Travelodge Hotel in Sudbury, ON. Upon arrival, I was assigned a regular room on the 4th floor which was unsatisfactory with turned-up carpets in different areas. Due to the late hour, I couldn't address the issue until the next morning at checkout when I expressed my concerns to the maintenance staff. I believe that I am entitled to a refund from either Travelodge or Booking.com for this room. The room I was given was #[redacted] on the 4th floor. My confirmation number is [redacted], with a PIN code of [redacted]. I reside in Edmonton, Alberta, Canada, at [redacted] Clareview Station Drive NW, Unit [redacted].

During my stay at White Sands Hotel in Pt. Pleasant, NJ from 7/23/[redacted] to 7/24/[redacted], I settled my bill but was unexpectedly charged an additional $[redacted] for incidentals. Despite the assurance that it would be refunded upon room inspection, I have yet to see the refund. In my correspondences with Alba M, Hector R, and Orlando R from the hotel, I repeatedly provided the necessary information requested, which seemed to be overlooked. Hector R claimed the information was not found in the email thread, to which I clarified its location in the email chain. When I contacted White Sands, they indicated that the $[redacted] charge was just a temporary hold and was supposed to be removed. As it was not reflected in any of my statements, I expected a full resolution but have not received further communication from either Booking.com or the hotel. I am reachable at itsnew213@gmail, [redacted]. In case it helps, I might have used the email [redacted] to make the reservation. I urge Booking.com to take necessary steps to resolve this issue promptly. Thank you, Marlene Poth

Reservation Number: [redacted] PIN: [redacted] I had made a reservation and requested to receive a notification via email or text for my visa application. Unfortunately, I did not receive any confirmation despite providing my contact details. After numerous attempts to follow up by calling Queensgate Hotel, I received conflicting information and later found out they had made an additional reservation without sending a confirmation. Due to the lack of progress and the urgency of my visa appointment, I had to seek assistance elsewhere. Queensgate Hotel and Booking.com withdrew money from my account for services that were not provided, causing financial repercussions. I am requesting a refund of the unauthorized charges. I expect a prompt resolution to this issue. Thank you, Miss A Delphine

Subject: Urgent Reservation Modification Needed Dear Mayerling Hotel, I am writing to address an urgent matter regarding my booking. Regrettably, I mistakenly clicked on "cancel reservation" while attempting to modify the dates of my stay. Due to a change in my flight schedule, I need to adjust my reservation to include an additional night. I kindly ask for your understanding and flexibility in waiving any cancellation fees and allowing me to modify the reservation to the new dates: Arriving on Nov 1st and departing on Nov 11th, instead of the original dates of Nov 3rd to Nov 12th. I am excited about my upcoming stay at your hotel and greatly appreciate your assistance in this matter. Thank you for your attention to this request. Warm regards, Iraida

I have already paid the Concor Hotel in full. However, the amount that I settled and the earlier amount that should be cancelled from my statement are still pending. Visa says the merchant must remove it but cannot do it, while the hotel says they will charge my card only for what I already paid. Yet, another amount of SGD [redacted] remains pending on my statement. This confusion arose because Booking.Com never confirmed my original booking for an additional day (In13-Out14Oct), leading me to make another booking without receiving confirmation for the first one. I hope this issue gets resolved, and I am not charged extra due to this situation that was not my fault.

Bonjour, Je me permets de vous contacter concernant un souci rencontré lors de ma réservation en ligne pour un séjour à l'hôtel Campanile de Beaune. J'avais réservé pour le 28/10/18 alors que je voulais réserver pour le 30/9/18. En arrivant à l'hôtel, je me suis rendu compte de mon erreur car aucune réservation n'était prévue en mon nom pour la bonne date. Malgré cela, j'ai pu obtenir une chambre car l'hôtel n'était pas complet. Le 30/9, j'ai annulé ma réservation sur votre site avec des frais d'annulation de 70,55€, mais j'ai constaté un débit de 73,55€ sur mon relevé. Apparemment, une taxe de séjour pour une nuit non utilisée a été retenue lors de l'annulation. Le service client de Campanile me dit ne rien pouvoir faire car j'ai utilisé votre site pour ma réservation. Je vous joins en pièce jointe leur réponse. De plus, en annulant ma réservation, j'ai permis la revente de la chambre pour le 28/10, ce qui semble double facturation. Ma référence de réservation est le numéro [redacted].[redacted].[redacted]. En tant que client régulier de Booking, j'apprécierais un geste commercial pour réduire ces frais d'annulation excessifs. Cela renforcerait ma fidélité envers vos services. Je vous remercie d'avance.

Upon my arrival at Loganda Karoo Lodge in Touwsriver, I encountered an issue with my reservation. Despite booking a double room and receiving a confirmation email, the lodge claimed they had not been informed by Booking.com and were fully booked. After a lengthy 12-hour drive from Augrabies in the Northern Cape, I was given a room initially reserved for a truck driver after an hour's wait. This situation was highly inconvenient and staying in such quarters for a week was unacceptable. Despite the friendly receptionist offering a discount of R300, it did not resolve the problem of being stuck without a proper room or shower facilities. I believe better communication is crucial to prevent such occurrences in the future. Unfortunately, this experience has led me to decide not to use Booking.com again and I will not be recommending it to others.

I arrived in Sydney for my accommodation on the 4th of October at the Spacious Family Apartment at Dee Why Beach. Unfortunately, I received an email at 12:31pm on the same day stating that my booking with ID [redacted] has been cancelled. I had paid $1,[redacted].82 in full on the 20th of September [redacted] for my stay from the 4th to the 8th of October [redacted]. Despite informing them on the 1st of October about my 4pm check-in time, I was only notified of the cancellation 3.5 hours prior. I am now seeking a refund as I had to find alternative accommodation in a distressed state upon arrival. I have yet to receive any evidence of the refund being processed despite being assured multiple times. I urge for the relevant documentation to be promptly provided to me to address this urgent matter regarding my refund.