Booking.com Customer Service Issues

Hello, I am a McCombs School of Business alum from The University of Texas at Austin, and I have been tasked with organizing a university visit to Malaysia. Although we have some business visits lined up, we are still seeking another dynamic company to meet with in Kuala Lumpur. Your company was recommended by Singapore Management University professor, Dr. Philip Zerrillo. I am reaching out to inquire if it would be possible for our group from the Master of Science in Technology Commercialization (MSTC) Program to visit Booking.com. We are a group of 30 mid-career professionals, predominantly from engineering and programming backgrounds, looking to learn from successful businesses like yours. Our visit to Malaysia is scheduled from December 8 to December 12, and we are hoping to arrange a visit with Booking.com on either Monday, December 10 or Tuesday, December 11. Such visits are invaluable opportunities for our students to gain real-world business insights. Thank you for considering our request, and we are eager to collaborate with you. Please feel free to ask if you require any additional information. Best regards, Guy Trompeter

Subject: Issue with Reservation #[redacted] I received an email this morning regarding the key pickup for SoBro Guest House in Nashville. I contacted the hotel to mention that I believed I had canceled my reservation a while back. They informed me that there was no record of cancellation and that I would be charged for the first night. Due to my husband's health, we had to cancel our Nashville trip in August. Despite my thorough research on accommodations months ago, I couldn't find confirmation of this booking in my past emails from booking.com. Upon visiting your website, I noticed an email urging me to confirm my reservation, but I don't recall pressing any "confirm" button. I have always had good experiences using your services in the past. I kindly request a full refund for the first night. I apologize for any confusion caused and appreciate your assistance. Thank you for understanding. Best regards, B. D.

Regarding our recent stay at Microtel Inn, Salt Lake City Airport with confirmation number [redacted].[redacted].[redacted], I am writing to express my disappointment with our room assignment. Despite reserving a King Suite, we were allocated Room [redacted], which only had two queen beds. When I inquired at the front desk, I was informed that a King Suite was not available. We have been loyal guests and have enjoyed our previous stays; however, this experience was disappointing. It has made me reconsider staying here in the future. I believe the hotel should have honored our King Suite reservation or informed us beforehand about the change so we could have made alternative arrangements. Sincerely, Karen W.

Regarding our recent reservation at Microtel Inn, Salt Lake City Airport, confirmation number [redacted].[redacted].[redacted], we were disappointed with our room assignment. I had booked a King Suite but instead received Room [redacted], a standard two queen bed room. Upon inquiring at the front desk, I was informed that a King Suite was not available. Having been satisfied with our previous stays, this deviation was disappointing and may influence our future accommodation decisions. It would have been preferable for the hotel to either fulfill our reserved King Suite or inform us beforehand about the room change. This would have given us the opportunity to explore alternative lodging options in advance. In light of this experience, I believe it would be appropriate for Microtel Inn to consider offering a complimentary one-night stay during our next visit to Salt Lake as a gesture of goodwill for the oversight in honoring our King Suite reservation. Sincerely, K. Wilde

We had reserved two rooms at Lis Chain Hostel in Chungking Mansion, Hong Kong: one family room for four persons and one standard room for two persons. We arrived at the hostel, paid for the rooms, but were surprised to find out that the room we booked had no bathroom as per the description online. Despite our concerns being dismissed by the receptionist, we were moved to another room with a bathroom at an additional charge of [redacted] HKD. The room given to us was identical to the one we originally booked, although the receptionist claimed it was a deluxe room, which was not listed on the website. Other guests at the hostel confirmed they had a similar experience. Unfortunately, we felt unable to lodge a complaint during our stay due to being in a foreign country. We urge for action to be taken against this deceptive practice at Li's Chain Hostel to prevent further incidents. Thank you.

Hello, I hope you are doing well. I am contacting you regarding a complaint I have about reservation number [redacted]. The owner of the unit at Knightsbridge advised me to cancel the reservation due to an issue with the unit. They instructed me to cancel the booking, which I did. However, I was surprised to find out that I only received a refund of PHP [redacted] (about $6). The unit owner had assured me that I would receive a full refund as they had already discussed the matter with your team. Why did I only receive this amount? Additionally, I was informed that I needed to cancel the reservation two days before my booking date. This situation has caused me a lot of inconvenience, and I sincerely hope you can address my concern. Thank you.

My wife and I recently had to cancel a booking for a trip through the mountains in New Mexico, USA. We had difficulty doing this online and after attempting to call the hotel directly, we realized the process was not user-friendly on the website. I apologize for the edgy comment. We had made the reservation just an hour before needing to cancel, and with our changed plans, we struggled due to poor cell service in the mountains. My wife made two phone calls on my cell (as I was driving). Despite calling what we assumed was an [redacted] number (toll-free in the US), Verizon is now charging me $37.81 for "international calls." If this is accurate, it feels like a scam! I have already reached out to Verizon about this issue. If this cannot be resolved, I will unfortunately have to find alternative booking platforms in the future. I strongly suggest that Booking.com clearly states such charges on their website and improves this process for the benefit of their customers.

I am dissatisfied with my recent experience at Herbert Samuel Hotel in Jerusalem. During my 7-night stay, I was unaware of ongoing construction noise and disturbances which were not communicated or apologized for. The constant sound of angle grinders working from 7:00 AM to 7:00 PM was disruptive. Despite providing feedback in my review, it seems only a toned-down version was accepted. The hotel, advertised as "5-star" with "deluxe rooms," fell short of these claims. As someone who audits hospitals for cleanliness professionally, I found the hotel's standards lacking. The overall environment did not meet a 5-star standard, and I would appreciate your input. My experience, at approximately £[redacted] per night, left me feeling deceived.

As a loyal customer and genius member of booking.com, I have been a fan of the site for years. Lately, I have questioned the value of my genius status. On various occasions, my friends have found the same prices on accommodations through different search engines not affiliated with booking.com. Even when comparing prices, I found the same properties offering genius discounts on other websites or when booking directly with the accommodation. Despite reaching out to booking.com with my concerns via email regarding the benefits of my genius status and receiving no response, I still hoped for loyalty rewards. However, my faith was further shaken when my partner, who has not used the site for over a year, received an email offering up to £85 off a future booking by the end of October. It's disheartening to see non-active users being rewarded while loyal customers like myself are overlooked, especially when the website promises more incentives with increased usage. I feel disappointed, frustrated, and unappreciated at the moment.

I made a reservation at Perouse Lodge in Sydney for 6 Perouse Rd. However, I mistakenly booked for October 24th to 28th when I intended to check-in today, October 16th to the 20th. I contacted the hotel, but the receptionist was unhelpful and suggested I reach out to Booking.com. Despite my willingness to wait for a callback, I never received one. I feel frustrated as I have been charged without having a place to stay. I am seeking a refund or alternative accommodations. Please contact me at your earliest convenience as I am currently without lodging. Thank you. Regards, Fabian

Subject: Cancellation Request for Hotel Julien Reservation I wanted to address the cancellation fee of $[redacted] for a one-night stay at Hotel Julien on Friday, Oct 19. Upon speaking with the hotel, I was informed that any queries regarding cancellation fees should be handled between Booking.com and myself. Given a medical issue that is currently hindering my ability to travel, I kindly request a waiver of the cancellation fee in this situation. Moreover, per your policy, a cancellation by 12:00AM on Oct 17 incurs no fee. There was no intention to cancel at that time, as the request was made promptly this morning. Thank you for your understanding and assistance on this matter. Sincerely, Dr. T. Walkington

I recently cancelled my reservation at the Hampton Inn in Rockford, IL for October 20 and 21 through Booking.com. Despite receiving confirmation of the cancellation via email, the hotel claimed they had no record of it. I promptly cancelled the reservation directly with the hotel within their 48-hour policy, thus avoiding any charges. However, Booking.com informed me that the no-charge policy had lapsed as of 12:00 AM today, October 17. Given that the cancellation was necessitated by a medical emergency and was promptly addressed with the hotel, I kindly request the waiver of the $[redacted] cancellation fee. I appreciate your understanding and consideration in this matter.

I was contacted by Booking.com regarding the hotel overbooking, which resulted in me having no room on August 16, [redacted]. The reference number for the original booking is [redacted] with pin [redacted]. I was provided a link to book another room, and I proceeded with a new booking with reference number [redacted] and pin [redacted]. I may incur additional charges of up to £70, and I am hoping for a refund. After speaking with staff over the phone, I was informed that I could cancel the original room, and I received a confirmation email for this. However, I received another email stating that I have two bookings on August 16 and may be charged for both. The website shows one cancelled booking, but search results indicate I have two properties booked. I need assistance resolving this issue promptly. Thank you.

My stay experience at the hotel was disappointing. Upon arrival on October 16th, I noticed several issues in the room. The bathroom had a persistent bad smell, the wallpaper was ripped near the bed, and the general cleanliness was poor. Housekeeping did not meet expectations, with poorly made beds and sweets left on the floor. The furniture showed signs of wear and tear, with creaking beds, falling chairs, and peeling paint on the windows. The bathroom had a cracked bath, peeling paint, and a heater covered in rust. I refrained from causing a scene due to my son's autism. Despite being told there would be breakfast upon departure, none was provided. I have documentation of these problems and would appreciate guidance on the next steps. Thank you.

On October 20th, [redacted], I made a reservation through booking.com for a one-night stay at the Holiday Inn Hotel in Warren, Michigan. Due to a work emergency as a nurse, I had to cancel the room within 39 minutes. Even though I never checked in, I was charged $[redacted].77 by Holiday Inn. I contacted Holiday Inn, and the front desk confirmed they did not receive a cancellation notification from booking.com. However, I did receive an email confirmation of my cancellation. I am currently waiting for the manager at Holiday Inn to contact me. According to the clerk, once they receive proof of my cancellation, my refund will be processed. I am wondering what evidence booking.com can provide to show that I did cancel the reservation.

I am looking to make a reservation for a hotel or apartment on Reforma Ave. in Mexico City through booking.com. Between October 31 and possibly November 5 or 8, the Reforma area will experience water interruptions due to the installation of a new water line by the City. Several neighborhoods, including Cuauhtemoc where Reforma is situated, will be impacted. I kindly request booking.com to verify with the accommodations in the area to identify which ones will have access to water for basic needs like showers and toilets during this period. I would appreciate this information before finalizing my booking. Residing in the affected area, having a place with running water is crucial. For further contact, my Mexico number is [redacted]. If calling from the US, please dial [redacted].52.1 before the mentioned number. Unfortunately, the website does not allow me to input this contact information. Thank you for your assistance. Regards, Jim F.

Hello, I have been a loyal customer of booking.com and unfortunately made a mistake by booking a non-refundable reservation this time. Usually, I benefit from free cancellation deals automatically and did not thoroughly check the details. The issue I face is that the payment was instantly deducted from my account, creating financial strain as I am footing the bill for twenty individuals on this trip. As a retired individual, this unexpected expense is challenging since we budget our expenses carefully for this annual break. I humbly request a partial refund of 75% of the total amount, and I am willing to settle the remaining balance upon arrival or closer to our stay date. Any flexibility or understanding you can provide would be immensely appreciated. Thank you for your attention to this matter. Warm regards, Edmund B. I have forwarded a similar request to A&O Hostels Stuttgart as per their instruction. Booking Confirmation: [redacted] PIN: [redacted]

I recently made a reservation for Hotel Pennsylvania in NYC through Booking.com with confirmation number [redacted] and pin code [redacted], totaling USD [redacted].85. However, upon visiting the hotel's website, I discovered the same room is available for $[redacted] including taxes, which is significantly cheaper. This price difference feels like dishonesty, and as a loyal customer who frequently uses your site to book hotels globally, I am disappointed. I kindly request for this booking to be canceled without any charges or adjusted to match the hotel's website price. I believe this issue should be addressed promptly to maintain customer trust. You can reach me at +91-9[redacted]5. Thank you.

I recently received an email from booking.com about a cancelled reservation for ALOFT Boston Seaport on Nov 17-18. Following the instructions, I contacted the hotel and secured the same room rate. Unfortunately, I discovered that I was mistakenly charged twice for the booking. This situation has caused me significant distress and frustration. I am disappointed with booking.com's handling of this matter and the inconvenience it has caused me. Despite being assured that the initial payment was declined, it went through, leading to unnecessary double charges. I am now in a difficult financial position while waiting for the refund to be processed. While I appreciate having a reservation for my intended stay, the repeated errors in charging me have soured my experience. I hope this issue can be promptly resolved and urge booking.com to improve their payment processing procedures. Thank you.

Subject: Pool Issue at Bugibba Hotel in Malta To Whom It May Concern, Upon our recent arrival at Bugibba Hotel in Malta, my daughter and I were disappointed to learn that the indoor pool was closed for cleaning. We were informed that it might reopen today. I selected this hotel specifically for its pool amenities, especially for my daughter's enjoyment. While I observed some cleaning activity last night, it seemed focused on tile wiping rather than pool maintenance. I am familiar with pool cleaning procedures, as I have one at home, and understand the need for thorough cleaning. This morning, I inquired again about the pool and was told about refurbishment work causing the closure. Surprisingly, this was not mentioned during our check-in or on the website when I booked. As a partner of booking.com myself, I find it hard to believe that such information would not be communicated to guests directly. The lack of transparency regarding the pool's closure, especially during the current season, has left me feeling misled. I hope to discuss this matter further with the supervisor or owner promptly. Sincerely, Charles McCreath