Booking.com Customer Service Issues

I reserved an apartment in Atlantic Beach, North Carolina, based on it being advertised as on the ocean side of the highway and "just steps to the beach." Vacasa, the realty company, is assisting me in locating a unit that fits the criteria listed on Booking.com. They are requesting booking.com to cover the rate difference. My spouse has undergone multiple back surgeries and a recent knee replacement, making it challenging to cross the highway or walk to the beach. The property I secured through Booking.com is situated on the sound side of the highway and [redacted] yards away from the beach, not as close as advertised.

I am experiencing difficulty logging into my Booking.com account. Even though I activated two-factor authorization and entered the correct password along with the SMS token, Booking.com rejected it as incorrect. Following the hotline's advice in London, I waited one hour, only to find my account blocked the next day. I managed to reset my password the next day and gained access to my account to update the password. However, subsequent login attempts resulted in the message "Too many attempts, please try again later." Despite contacting the password reset service for assistance, the issue persists with each login attempt.

Regrettably, after attempting to contact the manager, Brother Hassan, he insisted on only communicating through WhatsApp and declined phone or in-person discussions. Furthermore, accessing the apartment was challenging, requiring me to retrieve the key hidden under the doormat. The apartment did not match its description on the Booking website or in the ads. Contrary to the listings, the air conditioning was outdated, and one of the rooms lacked any cooling system. While the bathroom did feature a bidet as advertised, the overall discrepancies between the description and the actual property were disappointing.

I attempted to book a hotel back in January for a three-night stay in July. After making the reservation, I did not receive a confirmation email from booking.com or any notification in the app to indicate that the booking was successful. I assumed the reservation had not been completed since I did not receive any confirmation. However, yesterday, the day we were supposed to check out from a hotel we never stayed at, I noticed a charge of £[redacted].30 from the Treardur Bay Hotel through booking.com. I reached out to the hotel, and they advised me to contact booking.com for assistance. I need help with this issue.

Good evening, I have made reservations for two families: Diaconu and Dobran. The reservation numbers are [redacted] and [redacted]. We would like your assistance in cancelling our stay at Hotel Soreda-Malta and getting a refund. The conditions here are below acceptable standards. We encountered a musty smell, a rusty refrigerator with defrosting towels, dilapidated furniture, dirty doors, and various other issues. The restaurant also has serious sanitary problems such as dirty floors, plastic tablecloths, and low-quality food. The lobby lacks air conditioning, making our stay uncomfortable. On the first day, due to the poor conditions, we chose not to stay at the hotel as my children fell ill from the food and odors. Two members of our group have asthma and are experiencing breathing difficulties due to the conditions. Could you please liaise with the hotel to arrange a refund for the remainder of our stay? We appreciate your assistance in resolving this matter promptly. Thank you.

I am seeking assistance in cancelling my reservation at the Delta Marriott Toronto Airport and Conference Center. I contacted the hotel directly to cancel, but they mentioned I needed to go through you. I have received emails about potential cancellation fees, and the situation is urgent as I have a family member who cannot be left alone. Unfortunately, we will not be able to attend the event next weekend. We have been loyal customers and this predicament is causing stress. The amount may not seem significant, but it is for me. I urge you to resolve this promptly as I am quite dissatisfied. Thank you, Tina F.

Hello, I am Khan Sahar from Quebec. I had a booking at the residence and conference center in Toronto from July 24th to July 31st. After finding my room dirty, I requested cleaning repeatedly to no avail. Due to the uncleanliness causing discomfort to my sister and me, I decided to leave early on July 29th. The hotel staff mentioned the possibility of a refund, but later claimed it wasn't possible. I am now seeking assistance as I was unexpectedly charged for the night I did not spend. Any help in resolving this issue would be greatly appreciated. Thank you.

Dear Sir/Madam, I recently used Booking.com for the first time and booked a stay at Fandaq al Meqat Ajyad Hotel in Mecca. Upon arrival, I was unexpectedly given keys to 2 rooms instead of 1. After discussing with the receptionist and General Manager, the original reservation was cancelled, and a new one for a single room was made for [redacted] Riyal. However, the initial payment of [redacted] Riyal was not refunded, resulting in a total of [redacted] Riyals paid for my stay. I have attempted to contact the hotel but have not received a response via email or WhatsApp. I kindly request assistance in resolving this issue and obtaining a refund of the excess [redacted] Riyals. Apologies for any inconvenience and thank you for your help. Best, Tayyaba A. +92 [redacted] Sent from Mail for Windows

I made a hotel and taxi reservation for July 18 in Funchal, Madeira, providing my flight details for the driver's convenience. Although my flight arrived a bit early at 9:00 am, causing me to wait for the driver who wasn't there, I eventually had to get another cab for 36 euros to make it to my meeting scheduled for 10:00. Later on, at 12:00, the driver contacted me, but I had already taken another cab due to the delay. I am requesting a refund of the $28.45 I paid for booking as I did not receive the service. Booking ref # [redacted]9.

I reserved a room at Lucky Monkey in Antalya, planning to pay on-site. However, they charged my Visa without my consent. I specifically booked a suite with a big bed and a sofa bed. To my surprise, there was only a regular sofa. When I inquired, they claimed their couch was the sofa bed, which felt like deception. Feeling rightly disappointed, I requested the manager to cancel my reservation due to the mismatch, but he insisted I stay. Feeling I had no choice, I left and mentioned seeking support from booking.com. If anyone can assist, please reach out to me at +[redacted]33 or via email at [redacted].

I used Booking.com using the email [redacted] in the past, but can't remember the password. I recently changed my email to [redacted] and have been unwell since [redacted], not making any bookings since then. I used to get better rates due to frequent bookings under Gordon T. Hawthorn at 3 Garden Close, Royston, Herts. SG8 7HX. I am trying to create a new account but having trouble with my UK phone number, +44 1[redacted]88. I can't re-register as my number isn't accepted. I want to use the site again but can't due to the outdated email. Your assistance is appreciated.

I contacted the JL HOUSE Kutchan Hokkaido to inquire about the significant price difference between my stay in mid-February this year at $[redacted] for 10 days and the current price for the same period next year being more than double. Their response seemed dismissive, attributing the fluctuation in prices to availability, demand, season, and reservation timing. However, I find this explanation unsatisfactory as it doesn't address the specific reason for the steep increase in price compared to my last visit in February. It appears that the price increase is not as justified as they claim it to be.

Hello, I made a hotel reservation through Bookings.com on July 23 for a one-night stay on August 5. I initially received confirmation number [redacted] and the online payment went through from my bank. Upon arrival for check-in, the hotel claimed to be fully booked and offered a refund. Despite our urgency for a wedding, we insisted on a room. Eventually, after some back and forth, we were provided a twin room. This recurring issue with Bookings.com causing last-minute inconvenience needs to be addressed promptly. While the hotel managed to accommodate us this time, the delay caused further tardiness for the wedding. I am concerned about booking future accommodations for upcoming weddings. A swift response to this matter is necessary before I consider using this platform again.

I urgently need to update the booking confirmation for my stay at Divina Vita Apartment in Varenna, Italy with a second guest, Maria Marrisca Cheryll. Despite reaching out via email and phone, the property owner requested the change be made through booking.com. Prompt assistance from Booking.com to secure the revised confirmation with both guests' names is crucial for our Visa application. Kindly forward the new booking confirmation to Mr. Bonaventura at [redacted] Thank you for your help.

Sehr geehrte Damen und Herren, Wir haben das unten aufgeführte Hotel vom 13. bis zum 20. August bei Ihnen gebucht. Aufgrund von Wassereinbruchspuren im Haus müssen wir die Reise verschieben. Wir haben dies bereits mitgeteilt. Der neue Termin ist vom 2. bis zum 9. Dezember. Wir haben bereits telefonisch mit dem Hotel gesprochen, und sie haben bestätigt, dass eine Verschiebung möglich ist. Mit freundlichen Grüßen, Martin Röhrbein Booking.com Relais & Châteaux Gut Steinbach Hotel Chalets SPA Adresse: Steinbachweg 10, [redacted] Reit im Winkl, Deutschland Telefon: +49 8[redacted] ANREISE 13. AUGUST Sonntag © 15:00 - 00:00 ABREISE 20. AUGUST Sonntag © 07:00 - 12:00 BUCHUNGSNUMMER: [redacted] Endpreis €1.[redacted],95 (Steuern inbegriffen) Zusätzliche Informationen und Stornierungsbedingungen finden Sie unten. Mit freundlichen Grüßen, Martin R.

Dear Booking.com, On August 3rd, at 3 pm, I arrived at Aldergrove airport to pick up my car rental from "Drivalia". Unfortunately, I was denied the car because I only had two out of the required four pieces of identification. I then had to rent from Hertz at the airport instead. The email I received did not mention the specific documentation needed, leading to the cancellation of my booking. I was fortunate to secure another rental. Could you please arrange a refund for the cancelled booking? Best regards, M. Car Group: Fiat [redacted] or similar Supplier: Drivalia Pick-up details: Country: UK City: Belfast Location: Belfast International Airport, 92 Old Ballyrobin Road, Karl Business Park, Belfast, UK, BT41 4TJ Date: August 3, [redacted], at 3:00 pm Drop-off details: Location: Belfast International Airport, 92 Old Ballyrobin Road, Karl Business Park, Belfast, UK, BT41 4TJ Date: August 10, [redacted], at 3:00 pm Total Cost: £[redacted].39 Flight Number: N/A Requested Extras: Zurich Full Insurance UK - PrePaid x1 Special Requests: N/A Drivalia will hold a deposit on the main driver’s credit card at the counter. Ensure you have enough funds available to cover the deposit. Additional cover can be purchased from Drivalia at the counter to reduce or eliminate the deposit amount. Kindly note that any policy purchased from Drivalia at the counter will be a contract between you and Drivalia.

I reached out to the email support team and was instructed to contact them by phone due to security concerns. The phone number given is international, and I am hesitant to incur additional charges as I am unsure of the duration of the call. I kindly request a toll-free number to resolve my issue without facing any call expenses. Alternatively, I could use the toll-free number provided, but I lack a PIN since my inquiry pertains to a booking I am considering making. I prefer to clarify my questions before proceeding with the reservation.

I made a booking yesterday, but I have yet to receive the confirmation email. After confirming with my credit card provider, I learned that the payment was successfully processed by Booking.com. Despite my efforts to seek assistance from customer service since yesterday, the email address provided keeps bouncing back. Without the confirmation email, I'm unable to provide the necessary details for assistance. I urgently need help with this issue; otherwise, I may have to contact my credit card provider to dispute the transaction. Obtaining support has been extremely challenging for me, and I am frustrated with the difficulty in reaching out for help through email, online platforms, the app, or phone calls.

We arrived at the vacation rental booked on booking.com and decided to leave immediately due to various problems. The carpet was extremely dirty, which was concerning with our young children playing on the floor. Despite clean carpets shown in the online photos, we encountered pet hair and a strong smell of pet urine throughout the house. Additionally, we noticed a broken receptacle and overflowing garbage dumpsters on the property. This has been the most disappointing rental experience we've had so far.

On July 16th, I checked into the Science Hotel in Szeged, Hungary through Booking.com with Confirmation#: [redacted].[redacted].[redacted] and PIN Code: [redacted]. Upon entering the room, I noticed issues with the air conditioning, window, smoke odor, construction noise, broken chair, non-functional safe, and even found dead centipedes. The hotel offered a new room for an additional $15 euro/day but couldn't accommodate the full 14-day reservation due to being fully booked. Despite several attempts to speak with the manager, I was unsuccessful. After contacting Booking.com to change the reservation and move to another hotel, I faced a back-and-forth between the hotel and Booking.com regarding the refund. Eventually, the hotel modified the reservation to check out one day early, leading to a refund of $94.64 EUR. I am now requesting this refund from Booking.com and find their customer service lacking. A copy of the letter from the hotel is available upon request.