Booking.com Customer Service Issues

Dear Sir, I would like to express my disappointment with the treatment I received upon arrival at the hotel. Despite my check-in time being at [redacted] hrs, I arrived a bit early and was made to wait with my family at the reception for over 1.5 hours. It would have been preferable for me to be informed upfront if an early check-in was not possible, allowing us to consider other nearby accommodations. Being made to wait for an extended period before being allowed to check in, only to then be told it was out of mercy, was quite disheartening. I am quite dissatisfied with the overall booking and stay experience. Thank you.

I am inquiring about my reservation made on July 7 at Augusta Apartments for September 12-17. I completed the reservation online but have not yet received a confirmation. I am unsure if the reservation was successful. I have attempted to contact Augusta Apartments and booking.com for assistance. Booking.com provided me with a phone number, but my service is unable to connect the call. My name is Linda Dean.

I had a terrible experience with Hotel zum Berggarten. After informing them about possibly having COVID and unsure of my arrival, the hotel claimed my room was no longer available. Despite confirming my arrival in writing, the staff was unhelpful, telling me to handle cancellations through Booking. The next day, they attempted to contact me, and upon my return call, an employee rudely accused me of lying about COVID and insisted I needed a test and hospitalization. Ultimately, they claimed my room was gone and required a negative test for rebooking, even though test centers were unavailable. I had to drive 250km back home, spending 5 hours on the road due to their mishandling. I demand a refund and will never set foot in that hotel again. It seems like they rented out my room to someone else and profited unfairly. Sincerely, Viola Beyer

Yesterday, I made a reservation through booking.com for a room at Motel 6 in Dumfries, VA. I checked in around 6 or 6:30 pm. After grabbing a bite to eat at Cracker Barrel, my significant other and I settled in the room around 9 pm. It was then that we noticed the damage to the TV. We immediately went to the front desk to inform the staff about the issue.

Dear Sir or Madam, On the 23rd of May [redacted], we attempted to book accommodation at Hotel Waldhaus Prieros. Unfortunately, your website crashed during the booking process, and although we were unable to complete the booking, our credit card was charged €[redacted]. We have tried to obtain a refund and have provided all the necessary documentation, but as of today, the amount has not been refunded to my colleague's credit card. Therefore, I kindly request that you promptly and fully refund the amount. Best regards, Michael Lohschmidt Hello, I have sent this email again today to Booking. Can you assist us with the refund? Best regards, Michael Lohschmidt

Subject: Concerns Regarding Stay at Ferienwohnung Hintz from 1-5 July Hello, We trusted your website's portrayal of the living conditions at this location, but unfortunately, we encountered issues upon arrival. The bed was broken, forcing me to sleep on the floor for three out of the four nights. We found the lack of a proper veranda concerning, especially due to the dangerous access. The steps leading to it are unstable as two boards are not attached securely to the house, posing a safety hazard. We kindly request a refund for the night we could not stay due to these conditions. I have also forwarded photos of the problems for your reference. Thank you.

I need assistance with changing the dates of my reservations at Droushia Heights, Pafos, Cyprus. Reservations [redacted] and [redacted] were originally scheduled for August 4-6, [redacted], but due to a change in our travel plans, we had to cancel them. Despite being entitled to changing the dates per our reservation, the hotel claims we can no longer modify them after we canceled. I am reaching out for help as we don't want to lose the [redacted] Euros we paid. I previously tried to contact Booking.com without success, and any advice or assistance on this matter would be greatly appreciated. Thank you. - M.V.

I made a booking through Booking.com at Hotel Ganapathi Palace. I provided my credit card details ending in xxxx-[redacted] for confirmation. At the time of booking, it was not stated that my card would be charged. The full amount of Rs [redacted].96 was precharged, contradicting the booking conditions. Although I canceled the booking on 20th May [redacted] at no cost, the charged amount has not been refunded yet by neither Booking.com nor the property. Despite sending numerous emails, no action has been taken, causing me financial loss. I urge Booking.com to refund the precharge on my credit card ending in XXX-[redacted]. Vedula Satya Mohan Hotel Ganpati Palace Fri 8 Sept – Tue 12 Sept Mathura Booking Canceled Confirmation Number: [redacted] PIN Code: [redacted]

Gentile Servizio Clienti di Booking, Scrivo per richiedere il rimborso completo della prenotazione n. [redacted] (PIN:[redacted]) a causa delle gravi problematiche riscontrate presso "La Casalina dell'Elba". Nella mia precedente comunicazione, ho dettagliato le condizioni inadeguate dell'appartamento, tra cui muffa, odore di umidità, sedia macchiata di muffa e mancanza di riscaldamento. Ho segnalato anche l'assenza di registrazione CIR, violando le normative di locazione turistica. Nonostante l'intervento di un supervisore dopo il mio reclamo, ho ricevuto solo un rimborso parziale del 20%, che non rispecchia la gravità della situazione che ho affrontato. Chiedo quindi un rimborso completo in quanto la struttura non garantiva comfort e sicurezza adeguati durante il mio soggiorno. Allego nuovamente le foto delle condizioni riscontrate. Vi prego di considerare seriamente la mia richiesta per un rimborso completo e un aggiornamento delle informazioni sulla struttura per avvisare i futuri ospiti. Attendo una rapida risposta e una soluzione soddisfacente. Cordiali saluti, Angela C.

I booked a room through Booking.com on May 12 using Affirm as my payment method for monthly installments. Upon arrival at the hotel, they claimed to be unaware of Affirm and asked for full payment. Despite this, Affirm is still attempting to charge me. The hotel advised me to seek a refund from Booking.com. Once you process the refund and cancellation, it needs to be forwarded to Affirm accordingly.

I booked a flight for myself and my daughter from Abu Dhabi to Egypt, with the return flight on Egypt Air. The ticket details stated we could each have two bags. However, at the counter, we were informed we were only allowed one bag each. We had to pay an extra [redacted] DHS plus VAT for the additional bags. I was disappointed by this situation and had difficulty reaching out to Booking.com for assistance. I would appreciate an apology and compensation for the inconvenience we experienced.

During my recent trip to Europe with an electric car, I encountered misleading information about electric car charging stations at hotels. Many hotels advertised having charging stations, but upon arrival, they only had basic sockets or non-functional stations. To improve customer experience and accuracy, I suggest enhancing the hotel descriptions on your booking page by detailing specific electric car charging methods and capacities. For example: 1. Electric car charging up to 3 kw/h ([redacted] V or [redacted] V socket) 2. Electric car charging station up to 11 kw (AC, Type 2 socket) 3. Electric car charging station up to 22 kw (AC, Type 2 socket) 4. Electric car charging station up to ... kw (DC, CCS socket) These detailed descriptions will help travelers plan effectively and reduce confusion. In the future, including the number of available charging stations could also be beneficial. I believe implementing these suggestions will enhance customer satisfaction and prevent misunderstandings. Thank you for considering my recommendations. Linas

I encountered an issue on Booking.com where my account was disabled for security reasons, preventing me from making a reservation. Despite attempting to contact customer service, I learned that without an existing booking number, there was no way to address this problem either online or by phone. This situation leaves me unable to determine why my account was disabled or resolve the issue, essentially barring me from using Booking.com. The fear of losing my booking history if I create a new account with a different email address adds to the frustration. Is this a deliberate strategy to remove inactive users from the platform? Unfortunately, the available online guidance seems tailored more towards property owners than customers trying to make bookings.

I received a notice stating my reservations for the 21st to the 23rd of July were canceled, which I had requested because I will not be going to that destination. My reservation was canceled while it was still in pre-authorization. Today, I got a notice saying it would take 7-10 days to receive $4.08. It is also indicated that it will take 7-10 days for the money to be refunded. The message came from an untrusted sender. To resolve this issue of an unauthorized charge for unprovided services, I request a full refund today. Please deposit $[redacted].99 into my account and contact the property yourself to recover your funds. Booking Information: - Booking Number: [redacted] - Confirmation Number: [redacted] - Amount: $62.97 Regarding the cancellation button, it is misleading given the false 48-hour time frame displayed, leading to confusion and frustration. Please rectify the charges promptly, or I will have my bank intervene. Upholding your 48-hour cancellation policy is crucial to maintaining trust with customers. Sincerely, RH

I received a notice confirming the cancellation of my reservation for July 21-23, which I had requested, as I am not going to that destination. However, I am concerned that my reservation was canceled during pre-authorization. I have been informed that it will take 7-10 days to receive a refund of $4.08, which seems suspicious as the message is from an untrusted sender. To resolve this issue of an unauthorized charge for services not provided, I request a refund of $[redacted].99 to be deposited into my account today. I insist that you contact the property to secure the reimbursement. Regarding the booking details: PIN: [redacted], Booking Number: [redacted], Confirmation Number: [redacted], Amount: $62.97 - This appears to be a scam, and I will not be contacting the property. Please remove these charges immediately. PIN: [redacted], Booking Number: [redacted], Confirmation Number: [redacted], Amount: $77.51 - Requesting the charges to be removed promptly by contacting the property directly. PIN: [redacted], Booking Number: [redacted], Confirmation Number: [redacted], Amount: $77.51 - Urging the removal of these charges without further delay by liaising with the property. I am dissatisfied with the misleading cancellation process, which falsely advertises a 48-hour cancellation policy. This experience has been frustrating, and I expect swift resolution to avoid involving my bank. I demand prompt action; otherwise, I will be forced to dispute the charges and reconsider using Booking.com in the future. Your current policy is unacceptable and needs to be rectified promptly. Rita H.

I am requesting a refund immediately. I have been trying to cancel my reservation, but the process was misleading and difficult. I received a notification that my reservation for July was canceled, which I had requested due to not wanting to go to that location. The refund process is taking too long, and the communication seems suspicious. Please refund the full amount of $[redacted].99 into my account promptly. This experience has been frustrating, and I expect a resolution soon. I have already contacted my bank and will take further action if needed. Refund my money without delay. Thank you, R.H. The property I booked has turned out to be unsatisfactory. I will not be going there as planned. Please process my refund promptly. Your cancellation policy and procedures have caused unnecessary stress. It is important that this is resolved quickly.

I made a reservation with the reservation number [redacted] and pin [redacted]. We contacted customer service to switch from a handicap room to a standard room. The agent ended up mistakenly canceling our refundable reservation and sent a non-refundable cancellation email instead of correcting the room type. This error cost us $[redacted] and left us without a room a week before our flight. I am extremely dissatisfied with this mistake and the resulting inconvenience.

I am extremely frustrated and upset with the situation regarding my cancelled flight to Japan through Singapore Airlines booked via Booking.com on May 7, [redacted]. Despite cancelling within the required 24-hour period, I have yet to receive my refund of $[redacted].97. After waiting for three weeks, I was informed by Booking.com that they faced challenges cancelling with the airline and exceeded the cancellation deadline. Despite their confirmation in their system that I cancelled on time, they failed to contact Singapore Airlines promptly. I have taken steps to dispute the charge with my bank, but Booking.com and G0TO GATE are contesting my claim. The lack of a cancellation confirmation from Booking.com has hindered my efforts to resolve this issue promptly. I am frustrated by the lack of communication and resolution, causing me significant stress as my travel plans are now in limbo. I have exhausted all available avenues for assistance, leaving me stranded without a refund to rebook my trip. Customer reference: 40-[redacted]77 Donna R.

I own a property named "The Encube" in Hatigaon, Guwahati, Assam, India. I had a staff member, Jim Alam, overseeing it, but he recently departed. I've requested to transfer the master account and contract into my name on July 15, [redacted], with a promise of completion within 48 hours. Unfortunately, it hasn't happened yet, and I am worried about losing business. Please assist me promptly. Owner's name: Nazim Ahmed Property: The Encube Address: [redacted], Milijuli Path, Bhetapara Road, Hatigaon, Guwahati, Assam, India PIN code: [redacted]

I recently booked a room at a condo but encountered issues with the property's payment policies. Despite already paying for 2 nights, they requested both cash payment and deposit upon my wife's arrival. After reaching out to booking.com, the cash payment matter was resolved, but the demand for a cash deposit remained. Without warning, my wife was also asked to leave an additional [redacted] pesos for a key card on top of the [redacted]-peso deposit. We booked a room with a kitchen for cooking, yet faced various problems upon check-in. The balcony door jammed, the shower handle didn't work properly, and the stove failed during the cooking attempt. Upon seeking help, contradictory information was given, leading us to believe there may be an attempt to scam us into paying more. We feel uneasy about the situation, especially as my wife is at St Luke’s Hospital while her mother is alone at the hotel.