Booking.com Customer Service Issues

During my recent stay at Motel 6 in Junction City, KS for two nights, I was disappointed in the sub-standard room conditions. Upon arrival, I noticed trash bags beside the trash can, poorly patched wall holes, a dirty lobby, and a smoky hallway. The room lacked hanging space for clothes, and the small refrigerator was inconveniently placed on the floor. Additionally, there was no telephone stand or desk, and the food dispensers were out of order with signage indicating such. The elevator had a capacity limit of three people, which raised some concerns during my stay.

Hello to the concerned team at Booking.com, I am reaching out regarding an issue with my recent booking. I have been a satisfied customer for many years, but this time I encountered a problem. We booked a stay at Sonder Salute Palace Venice from May 29 to June 2 for two persons, requesting a room with a Queen bed, a private suite with one bedroom, one living room, and one bathroom. As colleagues and not a couple, we inquired if it was possible to have one person sleep in the bedroom and the other in the living room for privacy. We received a confirmation in German on May 19 that our request was accommodated at no extra cost. However, on May 28, the night before our trip, Sonder informed us via email in Italian that we needed to book a second room to fulfill our request, resulting in additional costs. Despite efforts to find a solution, we arrived to find a small room with twin beds, necessitating the booking of another room at double the expense. As a Premium member, I am seeking assistance to refund the extra costs incurred. Thank you for your prompt attention to this matter. Best regards, Gabriella

I am reaching out to request a refund for my canceled flight due to a medical emergency. I canceled my ticket on March 22, [redacted] through Booking.com for a departure from Bangalore on March 29, [redacted], with connections to Bahrain and Frankfurt. I have not received any refund updates yet. Please inform me if more information is required for a prompt refund processing. Thank you for your attention and support in this issue. I anticipate your response. Best regards, Athira Soney

I had scheduled to meet the owner on May 19 to view the property, but due to a canceled flight, we rescheduled for the 23rd. Unfortunately, the owner has not responded to my emails, and I have not been able to view the property. I would like a refund as this situation has not been handled properly. I have not moved in or had the booking confirmed, so I am requesting my money back. The rental invoice number is #[redacted]. The email address for reservations is [redacted] The accommodation is the 1-bedroom apartment with parking and a balcony at Rue Steppé 15, [redacted] Jette, Belgium. The check-in date was supposed to be May 19, [redacted], and check out on May 19, [redacted], with a total payment of €[redacted]. I have been trying to call without success, and it has been over 14 days since I was told to wait for a refund with no money returned. I am still waiting for my refund.

Hello! On 26.05.[redacted], I received a message from you stating that the "Cozy apartments by the sea in Gagra, Abkhazia" we booked cannot accommodate us, and the reservation was canceled. I had made a prepayment of 12,[redacted] rubles for the booking, but these funds have not been refunded to me even after two weeks. I have already contacted the support service and the apartment owners on the day of the cancellation, but have not received a response!!! Screenshots of the correspondence are attached to the email. I demand a full refund of the prepayment!! Best regards, Elena G., Booking Confirmation Number: [redacted].[redacted].[redacted]

Добрый день! 26 мая [redacted] года я получила уведомление от вас о том, что забронированные "Уютные апартаменты у моря в г. Гагры в Абхазии" не могут нас принять, и бронь отменена. Я предоплатила 12 тысяч рублей за бронь, но после двух недель деньги так и не вернули. Я обращалась в службу поддержки и к хозяевам апартаментов в день отмены, но ответа не получила. Прикрепила скриншоты переписки к письму. Требую полного возврата предоплаты. С уважением, Елена Набатчикова. Номер брони: [redacted]. ПИН-код: [redacted]. Мой телефон: [redacted].

Hello esteemed management of @booking.com. We use your website very often, thank you for your attention. I kindly request assistance for Ms. Nikonova Irina from Kazakhstan-Almaty regarding a disappointing experience. I made a reservation two months ago for a hostel, Stadtalm Naturfreundehaus in Salzburg from May 2 to May 4, [redacted], for two guests. Our booking number is [redacted]. Upon arrival, the conditions were unsatisfactory, with an unclean room, no water, and an unpleasant odor. Despite attempts to contact the hotel manager, there was no response. Furthermore, my colleague injured her leg due to a fall on the hostel stairs. We had to seek alternative accommodation as no one from the hostel attended to us. We hope for a full refund of 99 euros as we suffered significant losses. Please investigate this matter and assist with the refund to the previously paid credit card. Regards, Irina Nikonova. Contact details for the hostel: Booking Confirmation Number: [redacted], Stadtalm Naturfreundehaus, Address: Mönchsberg 19c, Old Town, [redacted] Salzburg, Austria, Phone: +43 [redacted]29. Thank you for your attention to this matter regarding the refund from the mentioned hotel.

Hello respected management of @booking.com, We are frequent users of your website and appreciate the service provided. I would like to ask for assistance for Ms. I.N. from Kazakhstan-Almaty due to the unsatisfactory treatment of guests at Stadtalm Naturfreundehaus hostel in Salzburg. I made a reservation two months in advance for two guests from May 2nd to May 4th, [redacted], with the booking number [redacted], and pre-paid for the stay. Upon arrival, we experienced a lack of reception and cleanliness in the room. We were unable to reach the hotel's manager for assistance, and despite our colleague injuring her leg due to a fall on the hostel's stairs, no one from the staff appeared to help. We had to seek alternative accommodation and incurred losses due to the situation. We seek a full refund of 99 euros and request a thorough investigation into the matter. Our attempts to communicate with the hostel have been unfruitful, and their response disregarded our concerns. We request your intervention in processing the refund to the previously provided bank card. Your attention to guest welfare is crucial, and we hope for a prompt resolution to this matter. Sincerely, Irina N. +[redacted]******

I made a reservation at a hotel in Paris for my daughter. The reservation number is [redacted]. It was challenging to locate this as it was printed in blue on a blue background, which is impractical and should be changed. When selecting a check-in time of 4 p.m., I assumed it was available, only to receive a message saying check-in had to be before 10 a.m., which was impossible. Consequently, I cancelled the reservation. The cancellation process was complicated without the confirmation number, although I eventually managed to cancel it online and received a confirmation from you. Despite this, I'm now receiving messages from the hotel indicating the reservation was not actually cancelled. I have tried calling, but the automated system insists on a confirmation number and a 4-digit pin that I couldn't find in the email. This has been frustrating, and I prefer speaking to a human instead of dealing with ineffective automated phone systems.

I would like to request a refund for my recent booking with booking number [redacted]. Unfortunately, I was denied my stay because the host claimed I should not have booked through booking.com. Additionally, the host requested a higher fee than what was originally charged, resulting in me losing $90. Despite this, the host refused to reimburse me. I would appreciate a refund for this unpleasant experience and hope to continue using booking.com for future reservations. Thank you.

I received a code to claim 10% off my next booking. When I tried to use it for a 2-night stay, it showed as expired even though today is the expiry date, June 12th. Can someone help me with this issue? The message with the code is below: "Hi Mark, Planning a trip soon? Get 10% back (up to £90) in Travel Credits on your next booking. Use Travel Credits for future stays at thousands of properties worldwide. Happy travels! Your promo code EEQP2WG4CU Use the button below to activate your code. You can also enter it when paying for your booking."

I have a concern regarding a recent reservation I made on Booking. The accommodation did not meet the description provided on the website, and the owner was unhelpful. I stayed at a different hotel that day. The listing claimed to have kitchen products, individual room air conditioning, and multiple linens, none of which were accurate. There were also broken windows and curtains. Despite the reservation being active, I have proof that I did not stay there. I would like assistance in obtaining a refund as I believe I should not lose my money due to inaccurate information provided by the owner. I have been a loyal customer of Booking and request your support in resolving this issue with the property owner. I have been advised by my bank that the refund process may need Booking's approval. Could I please receive documentation of our conversation for the bank's records?

Our booking with Booking.com for a 3-night stay in Paris, France was mishandled, leading to significant stress and anxiety as I hurriedly sought alternative accommodation late at night with my wife, to avoid being stranded on the streets with our luggage. The ordeal also resulted in the loss of [redacted] Southwest Airlines bonus points. Despite the sincere apologies offered, they are insufficient to make up for the major disruption to our once enjoyable vacation.

I reserved two rooms for two nights at Avid in Fort Worth but had to cancel one due to my brother-in-law falling ill. After multiple calls and assurances of a refund from Booking.com agents, the refund has not appeared yet. The agents, including Nora and Kaustabh, have been helpful but unable to resolve the issue. I am frustrated and concerned about the delay and the conflicting information provided. I hope to receive the refund soon as it is a significant amount for me. I have also filled out surveys requesting a call back but have not heard back. Your assistance in expediting this matter would be greatly appreciated. Thank you. Mary Pat Ament

I have paid for a flight through booking.com. The payment has been deducted from my account, but I have not received any confirmation or email for the reservation. After making the payment, a message appeared stating there are no flights available in my country, even though the payment went through. - Email: [redacted] - Flight Route: Cairo to Luxor; Aswan to Cairo - Check-in: June 26 - Check-out: June 30 What steps should I take next?

Subject: Disappointment with Cancelled Reservation Dear Customer Support, I am reaching out to express my disappointment with the sudden cancellation of my reservation made on your website. I am Mansoor Hamed Matar Al Darai from the Sultanate of Oman, and I had reserved a Two Bedroom Cozy Flat in central London on Green Street, Westminster Borough. The reservation number was [redacted] for a stay from June 29th, [redacted], to July 6th, [redacted]. I was eagerly anticipating this trip and had full confidence in your platform. However, I received an unexpected email from the accommodation provider stating that my reservation had been cancelled with no explanation provided. This news came to me quite late, causing me significant frustration and inconvenience. I have always regarded your services highly, but this incident has shaken my trust. I hope that you will promptly address this matter and restore my confidence in your platform. I trust that Booking.com will prioritize customer satisfaction and promptly resolve this issue. Thank you for your attention. Sincerely, M.H.M Al Darai

I recently made a reservation for a 3-bedroom apartment with Luxury Apartments in central London. My confirmation number is [redacted]. I was contacted by the property asking for details like the apartment name, booking dates, price, my name, and email to be sent via WhatsApp to their manager at +[redacted][redacted]. I'm unsure why they need this information again when they already have it. This property is new to booking.com, and I'm concerned about what to do if something goes wrong. Where can I find assistance if needed? Thank you, Chiu

I made reservations for two rooms at the Hampton Inn & Suites Spartanburg I-26-Westgate Mall. I planned to pay at the property and used my credit card to hold the rooms. To my surprise, my room was charged to my card upon arrival, while my friend, Michael B., paid for their room separately. Unfortunately, I was also charged for Michael's room. My booking number is [redacted] under the name Charles F. and my friend's booking number is [redacted] under the name Michael B. Our stay was only for one night, from Saturday, May 27, [redacted], to Sunday, May 28. I kindly request a reimbursement of USD [redacted].70 for Michael's room.

We made an error in booking our stay one day too early, causing us to miss the first day. On the second day, we arrived only to be informed that we had been marked as a NoShow. Consequently, our reservation was canceled, and the rooms were given to other guests. We were required to book new rooms at the standard rate. We are seeking a refund, at least partially, as the lack of communication led to the hotel keeping our payment. Our booking mistake was unintentional, and we paid for our accommodations accordingly.

We booked a round-trip flight through a booking website. The airline changed our departure date by one day. We asked to switch the departure flight to the original day but an earlier time. After receiving a confirmation email from the booking website with a new booking code, we found out that the airline could only see our return flight when using the code. The airline mentioned that the booking website needs to add our tickets to the system. Unfortunately, we haven't been able to reach out to the booking website to resolve this issue.