Booking.com Customer Service Issues

I had a booking at the Maltings Hotel in Weybourne on 23 October [redacted] with a reference number [redacted]. It was meant as a treat for my 13-year-old son and me, but the experience was disappointing. Upon arrival, we were upgraded to the family room which was filled with cobwebs and had a musty smell. The place felt cold and deserted, making us uncomfortable being the only guests. When my son fell ill due to the conditions, the owner's lack of surprise suggested similar incidents have occurred. I am seeking a refund as we were unable to stay the night. Despite not wanting to disclose specifics to respect the owner's privacy, the hotel needs a significant update to justify its current rate of £92 per night. I am prepared to share the photos for further clarification.

Dear Sir/Madam, I am following up on my earlier email regarding a change to my reservation in Kyoto, Japan with Booking Ref: [redacted]. Despite having requested changes, I have not received a response yet, and the hotel and I are eagerly awaiting confirmation of the new dates. The hotel is ready to make the adjustments without additional charges. Originally, I booked for a 3-night stay starting today. However, due to my father's illness, I urgently need to travel to Tokyo for his medical appointment, necessitating a cancellation for the 28th of October and a return for one more night on the 29th. As the hotel's reception is closing soon, it would be greatly appreciated if the necessary amendments could be made promptly. Thank you for your assistance, Dr. A Sent from my iPad

I made a reservation at The Edge Hotel in Clearwater Beach, FL for October 24-28, [redacted], with conf# [redacted]. Unfortunately, I had to cancel in June due to family matters. When I called the hotel to cancel, I was not informed that I needed to cancel through Booking.com. Consequently, I was charged $[redacted] incorrectly, causing financial strain as a single mom. Despite contacting the hotel and speaking with Francesca from Accounting, I have not made progress in getting a refund. This situation has jeopardized my plans to take my daughter on a trip this weekend. I believe urgent action is required to rectify this issue. If not resolved satisfactorily, I may need to leave a negative review. I have never used Booking.com before, and it is crucial that this matter is addressed promptly for future business relations. Thank you, Shauna H.

Regarding Reservation #[redacted] in Niantic, CT on Friday and Saturday, October 28th and 29th, I have already submitted a review. Crucially, the property now operates as STARLIGHT, seemingly reverting to its name from decades ago, no longer affiliated with America's Best Value chain. Moreover, the housekeeping service provided does not meet the basic standards expected from that chain. Despite my subjective rating of 6.6, my objective experience was deemed UNACCEPTABLE. I am a retired global reservations specialist and former property night auditor with experience in two chains and one historic establishment. I am well-versed in utilizing BOOKING.COM, having had excellent stays at various locations including Treasure Island in St. Petersburg, Florida, and Beresford in San Francisco on two occasions.

During my stay at the Westin Playa Bonita Panama from October 19th to 21st, I encountered several issues that were not addressed promptly. Despite requesting a fix for a table lamp and a working fridge for my mother's medication, the problems went unresolved. When I finally spoke to managers about a refund due to the poor treatment, they agreed not to charge for the additional night but did not resolve the other issues. We had to resort to using ice for the medication and lacked basic amenities like an iron and ironing board, as well as a lingering unpleasant odor in the room. The lack of response and disregard for our concerns, especially considering my mother's recent surgery and medical needs, was deeply disappointing. The inadequate response and lack of respect prompted me to consider legal action to ensure others are not subjected to similar treatment.

We experienced a delay in check-in due to the guy being late. Today there was a power outage that inconvenienced my family and me. We had to wake up early to move the car as we were unsure if the gates would work. With no electricity, we had to find alternative activities. I am facing difficulty getting a clear resolution to this issue, complicated by a language barrier with the person who handed us the keys. Additionally, the pricing seems high, and amenities like towels, iron, ironing board, and kitchen supplies were lacking. The person in charge seemed uninformed about the power interruption. I believe I am entitled to a refund for these inconveniences.

A few days ago, my recent booking at the Minzomi apartment in Gallipoli via Booking.com was confirmed, with reservation number [redacted]. The payment was processed using a Visa credit card. However, I received an email stating the property owner's policy requires stays from Saturday to Saturday, not Monday to Monday. This policy was not stated on the booking website. To change the dates, they are asking for an additional charge of [redacted] euros. We believe we should not incur this extra cost due to their oversight. Is it possible to change the dates without any additional fees? We hope for a prompt resolution. Thank you, Zoran A.

We visited the Duke Rooms in Westminster, London. Before paying, we checked the room. To our dismay, it was dim, musty, and filled with mold and mildew. As someone severely allergic to mold and with an asthmatic husband, we expressed our concerns to the manager. Despite this, he insisted on payment for a night. Feeling unsafe, they took a copy of my husband's license, which made me uncomfortable. We promptly left and found a different hotel by taxi. I am appalled that your company endorses this establishment with a rating of 7.8. I believe it deserves a rating closer to 0.1. We have had great experiences at two other hotels booked through your site on this trip. However, this particular inn is not only overpriced but also unhygienic. I refuse to waste my hard-earned money on such a misrepresented place.

I inquired about my $25 reward that appears as successfully paid in my account but cannot locate it within my profile's two accounts. Despite providing ARN#[redacted][redacted][redacted] and Ref id#968021A, the customer service representative was unable to assist me and directed me to call the credit card company. Disappointedly, the credit card company was unaware of how to process the reference number, resulting in uncertainty regarding the recipient of the payment. I typically enjoy using Booking.com and utilize the website frequently, but this situation has left me frustrated due to the lack of assistance in identifying the credited payment's location. My credit card company is unaware of the $25 payment or how to use the ARN number provided.

I have a reservation through Priceline for the Hilton Pasadena from November 2nd to 5th, [redacted]. My husband always pre-pays on his credit card. I've been waiting for my room since this morning as the hotel said they would call me once a Hilton Honors guest checked out, which never happened after 10 hours. I've been on the phone with Priceline and booking.com for 2 hours trying to resolve this, but the hotel keeps changing their story. They are now requesting double the full cost of the reservation plus taxes and fees in cash. This is causing a lot of confusion, especially since the rate dropped today. I'm concerned about losing my connection if I try to check my emails for the confirmation number. It's been a challenging day as a handicapped elderly traveler who flew in from the East Coast.

Subject: Issue with Genius Program at Glory Hill Villas Resort Dear Booking.com Headquarters in Amsterdam, I am writing regarding our property, Glory Hill Villas Resort in Khao Yai, Thailand, with the ID number [redacted], which has been a part of your services since August [redacted] and also signed up for the Genius program at that time. However, we are facing an issue as the Genius menu is not showing on our property application, preventing us from making any changes as we prepare for the upcoming high season from November to December [redacted]. We reached out to Booking.com support on October 29, [redacted], and were told that there might be a bug in the system. Despite several follow-ups, we have yet to receive a resolution, causing us to miss out on opportunities to sell our rooms at standard rates. We are frustrated by the delays in resolving this issue and hope for a prompt and comprehensive explanation for the benefit of both our property and the wider community. We trust that this matter will be addressed urgently. Thank you for your swift attention to this matter.

Booking PIN [redacted] We checked in yesterday and were given a PIN code by the owner to enter the building. Our payment was supposed to be collected by the owner's brother, but we were already in bed when he arrived. We are disappointed to find out this is a hostel, not a hotel as advertised. The room had issues including loose towel rails, unstable door handles, broken door knobs, and a TV that only worked for Netflix. The room only had one power point which was overloaded with a powerboard, and the bed was uncomfortable. This morning, I got locked in the bathroom due to a faulty door. It is now 9:15 the next day, and we are still waiting to pay. We would like to cancel our remaining two nights without fees due to the unsatisfactory conditions. We are hoping for a prompt response on this matter. Sincerely, Juliane B.

I recently stayed at the Marriott in Moosic and encountered an issue with the pool, which was closed. We had to use the pool at another hotel across the street, but unfortunately, the water was cold. Despite trying to reach the manager and speaking to my fiancé, we did not receive a timely response. When we finally spoke to the manager upon our return from lunch, we voiced our concerns about the inconvenience, especially considering our son's disability. The manager initially offered a discount of $50 per night, but later mentioned that since we booked through Booking, there was nothing she could do. This does not seem fair as we were not informed about the pool closure beforehand. The neighboring hotel mentioned that their pool had been closed for a year, adding to our frustration. I am hoping to resolve this situation and have our stay compensated appropriately.

Hello, I would like to address an issue I encountered while trying to make a booking at Solymel Hostal in Malaga. Despite not receiving a confirmation, I unintentionally booked three nights instead of the one night I wanted on December 14th. I repeatedly attempted to book due to the lack of confirmation messages, leading to the error. I am concerned about my bank details being used without my explicit permission. Could you please clarify how you obtained this information? I am having difficulty canceling the extra nights as I don't have a confirmation code. Resolving this matter is crucial as paying for the extra nights would significantly impact my holiday budget. As a person with disabilities, this vacation holds great importance to me. Thank you for your assistance. Sincerely, L. D.

Hello, I want to address an issue I encountered while attempting to book a room at Solymel Hostal in Malaga for December 14th. Due to not receiving a confirmation after my initial booking, I made multiple attempts and accidentally reserved three nights instead of one. The lack of confirmation made me unsure if my booking went through, and I found it concerning that my bank details appeared briefly without my prior consent. I am reaching out for assistance in rectifying this situation as paying for three nights instead of one would significantly impact my holiday budget. Due to not having a confirmation code, I am unable to cancel the extra nights on the website. Your prompt attention to this matter would be greatly appreciated, as these unexpected expenses are a considerable burden, especially considering I am a person with disabilities relying on this holiday. Best regards, L. Davis

I recently made a reservation on your website for MC Kevitts Hotel in Carlingford, Ireland. Unfortunately, I had to cancel due to a family emergency. I contacted the hotel, and they assured me the booking was cancelled. However, I received a payment notification from Booking.com today. The hotel staff mentioned I needed to cancel directly with Booking.com. While this may be the procedure, I was confident the cancellation was arranged with the hotel staff. I am not willing to pay for a stay that was cancelled, and I request a prompt resolution to this matter.

I had a reservation in Windsor, Canada two weeks ago, which I missed due to a passenger issue at the border. I emailed about this but received an unclear response offering up to a $[redacted] reward for my next stay, which I thought was to be booked by November 16th. I hurriedly made a new reservation, only to realize the reward was just a meager 10% discount, which hardly makes a difference on a $[redacted] two-night stay. I feel let down as my situation warranted more than this minor offer. It's frustrating to receive misleading emails in such circumstances.

Dear Sir/Madam, I am reaching out regarding a recent experience with Hotel Devillas in Paris. On the morning of September 26th, I booked a room for myself and my two kids for two nights through booking.com. Upon arrival at 10:30 a.m., we discovered the room was too small for three people. The duty manager mentioned that if we didn't check in, I could cancel the booking without being charged. I then booked a room in another hotel nearby. Despite assurances from the manager and verification from booking.com that I didn't check in, I was later charged €[redacted] on my credit card for the booking. I have tried contacting the hotel several times without any response. I kindly request your assistance in resolving this matter and obtaining a refund for the unauthorized charge. I trust that the hotel will address this issue promptly and uphold the expected customer service standards. Thank you for your attention to this matter. Best regards, J. Turgeman +[redacted]11

Dear Customer Service, I would like to bring to your attention that I have made reservations for two hotels in Gran Canaria. The first hotel booking is from March 9th to March 16th, [redacted], located in the north of the island. The second hotel reservation is from March 16th to March 23rd, [redacted], situated in the south. Both hotel bookings were made under 'FREE CANCELLATION' terms, a feature I frequently utilize. However, I am dismayed as I am receiving cancellation notifications from both hotels. This recurring issue is frustrating, compounded by the fact that each time I attempt to book, the prices seem to have increased. Noteworthy is that the bookings do not require payment upfront or card details, as I settle the charges at the hotel directly. The reference numbers for the two hotels are as follows: Aloe Canteras Hotel with code [redacted] and Beverly Park Hotel with code [redacted]. I urge you to address this matter promptly with the respective hotels and provide a resolution. If this matter remains unattended, I may have to explore alternative booking platforms due to my dissatisfaction. Your quick response is appreciated. Regards, A. Lombardi. Email: [redacted]

Subject: Issue with Comfort Inn Brampton Reservation and Payment Regarding a reservation made by Sueann Gurley for a room for 3 people at Comfort Inn Brampton with breakfast included, reserve now pay later, and free cancellation until the day before our check-in date on November 15, [redacted]. Sueann had to cancel and rebook for 2 people due to a change in plans, but she was incorrectly charged the full amount of $[redacted].25 CAD upfront. Both Booking.com and the hotel are pointing fingers at each other about the refund, which is causing confusion and frustration. As someone knowledgeable in law and society, I advised Sueann to take screenshots of the reservation policies to avoid such mishaps, which she did. We are reaching out for assistance in resolving this issue promptly. Sueann deserves to be refunded according to the agreed-upon policies. Booking.com's error in charging the full amount upfront has caused unnecessary stress, and we kindly request a resolution and refund of $[redacted].25 CAD to her card as soon as possible. Your cooperation in rectifying this matter is greatly appreciated. For further communication, kindly contact me at [redacted] Thank you for your attention to this matter.