Booking.com Customer Service Issues

I noticed a charge of $[redacted].14 on my credit card from July 15, [redacted], listed as BT*BKG*Hitel at Booking.com [redacted], New York, NY on my statement. I did not make any hotel reservations on that date. I checked my account bookings, and there is no record of this transaction. Unfortunately, the payment was automatically made. Today, on Aug 8, [redacted], we have disputed this charge with our credit card company and are anticipating a full refund from Booking.com. I am also puzzled about how this charge occurred without my authorization and am eager to resolve this issue.

I am writing to address my experience with a canceled flight. My name is Souleymane Bouare, and my reservation code is R7C3RZ. My customer reference number is 40-[redacted]58, and my PIN code is [redacted]. Unfortunately, my flight from Kelowna to Toronto via Swoop on September 7th was canceled by the company. I chose to have a full refund due to the trip's purpose. Swoop has already refunded $[redacted] to the original form of payment, a Visa ending in [redacted]. Now, I kindly ask Booking.com to cancel the trip on their end and refund the $[redacted] to the same credit card used for the purchase. Thank you for your attention to this matter. Sincerely, Souleymane.

Domaine d'Alcapiès Fri 7 Jul – Sat 8 Jul Hello, I swiftly cancelled this booking upon realizing our mistake with the location needed for these dates. The hotel agreed to waive the cancellation fee as we were rescheduling for another date. The cancelled reference is no. [redacted], and the new reference for the night of the 20th July is [redacted]. Currently, we have paid for both bookings. We have reached out to the property owner, and he confirmed receiving payment only from booking.com for the second reservation. Please advise on how we can process a refund for the initial reservation. I can provide the cancellation fee waiver confirmation if necessary. Thank you for your help, Paul D.

I did not take my inbound flight on 01 June [redacted] from LHR to ACC on EgyptAir with ticket reference WWFITU. After contacting Booking.com immediately, I opted for a refund for the inbound flight and informed them I would use my outbound flight. Despite following up three times, I have not received any feedback. I feel that I have not been treated appropriately and would like to escalate this matter as urgent. My customer reference number is 40-[redacted]75 and pin code is [redacted]. Thank you.

I made a booking with LNHLUQ ITA AIRWAYS for a round trip from Rome to Catania for Chiara Cavallaro, departing on July 22nd and returning on August 7th. On August 5th, ITA informed me that my return flight to Rome was canceled and I would be rebooked. Since I needed to be back on August 7th and didn’t receive any updates until August 6th, I decided to take the train. Later on, I was notified that the flight was rescheduled for 8:10 PM on August 7th, offering a refund if I wasn’t interested. Yesterday, the ITA call center stated that the refund had to be requested before the flight, which was absurd as there was no time limit mentioned in the email about asking for a refund. Because I had to return on the 7th in the morning, I couldn’t wait. Additionally, the call center mentioned that regardless, the refund needed to be requested through booking since the reservation was made on the website. Therefore, I’m seeking a refund for the unused flight.

I made a reservation at the Super 8 Wyndham in Lawrence, Kansas with confirmation number [redacted]. However, upon arrival on August 9th, they charged me more than $[redacted] on my credit card, claiming they had no record of my reservation. Despite informing them I would arrive on August 9th and pay for that night on August 8th, they still charged me incorrectly. This was particularly frustrating as I had booked the room for my elderly mom and aunt. The hotel's no-show policy should have only charged for the first night, not all nights. I showed them my Booking reservation, but they insisted it was Booking's error. This situation is unjust and distressing, and any assistance would be greatly appreciated.

Subject: Issue with Overcharge at B&B Hotel Rosenheim Hello Booking.com, I recently stayed at B&B Hotel in Rosenheim, Germany, and encountered an overcharge issue. I booked three rooms for four adults and one child on July 13, [redacted], through your platform. The initial price was €[redacted].64, paid with my debit MasterCard. Upon check-in, I was charged an additional €80 by the hotel, which they acknowledged was a mistake and promised a refund to my account. However, instead of refunding, they charged me another €80 on July 18, [redacted]. I reached out to the hotel, and they claimed that Booking provided a virtual credit card not linked to me and instructed them to charge the €80. They suggested I contact Booking for a refund. Could you kindly assist in resolving this matter? Thank you, Arben D.

Hello. I stayed at DLAYARAN HOTEL AND CAFE from 8 - 10 August [redacted]. I am requesting a REFUND for 9 August [redacted] as the hotel experienced a power outage at 6:30 am on 9 August [redacted]. The power outage continued until last night at 10 pm. Therefore, I left the hotel and had to find another hotel last night. DLAYARAN HOTEL AND CAFE was very irresponsible for not informing me that the power problem could not be resolved until 10 pm last night. Please look into my case, and I request a refund for one night. Thank you.

I would like to discuss the significant difference in currency conversion between my original currency and Indian Rupees (INR) for booking number [redacted] with Pin [redacted]. The total amount displayed in my original currency is EGP 9,[redacted].89, plus EGP 1,[redacted] for taxes and charges, which equals Rs. 25,[redacted].01 in Indian Rupees. It mentions the price in Indian Rupees has been converted to show an approximate amount in Egyptian Pounds (EGP), and I will be paying in Indian Rupees based on the exchange rate for that day. I'm requesting clarification on the currency conversion details as there seems to be a discrepancy in the amount shown. Thank you.

Hello, good afternoon. My name is Marcia. I was supposed to be on the 10:32 am flight from Bradley Airport, but it has been delayed until 2:43 pm. I have reserved a room with Intown Suites in Hattiesburg, Mississippi. My check-in time is between 3 pm and 6 pm, but when I called, they informed me they close at 7 pm. I was advised to cancel for today and check if I can change my reservation to tomorrow when I arrive in Biloxi at 10 pm. My Confirmation Number is [redacted] and the PIN is [redacted]. Please call me back urgently. Thank you for your attention to this matter.

During my stay at 2 Jester Court in Windermere Town, I encountered a persistent bad odor in the apartment, despite attempts to address it. After informing both Booking.com and the property owner, the issue was temporarily resolved, only to recur later. This led to the property owner requesting we vacate early, which resulted in inconvenience and added expenses for finding alternative accommodation. Despite numerous calls to Booking.com, the refund of £[redacted].05 has not been processed. I am seeking a full refund in light of the unsatisfactory stay and the subsequent inconveniences faced. I hope for a prompt resolution to this matter.

Hello, I stayed at Domus Vesuvio in Naples with my family from July 24th to July 26th. When we arrived, we had to wait over 3 hours because the owner did not provide any necessary information. We were left outside with our belongings and two children, worried about how to access our apartment. Additionally, the breakfast included was of poor quality and not fresh. After leaving, I asked for a refund for one night due to the issues we faced, but the owner only offered 50% back in exchange for a good review. I accepted, but have yet to receive the promised refund. I am unsure of what steps to take next. This experience is not acceptable, and I need assistance in resolving this matter. Thank you for your help. Regards, Adriana.

We have experienced a flight delay from Europe and unfortunately, have no one available to pick us up in Ontario, California. Consequently, we made a reservation at the Azure Hotel near the airport through Booking.com. However, we have now found a fantastic Uber driver who can take us directly to our home in Apple Valley, which is about a 45-minute drive, rendering our need for the hotel room unnecessary. I have already communicated with the hotel manager regarding canceling the reservation, and he has kindly agreed. He is open to you verifying this if necessary by giving him a call. After being awake for two days from Amsterdam to Ontario, we are utterly exhausted and simply desire to go home. I kindly request your assistance in facilitating this without incurring charges for a room we no longer require. Thank you so much for your understanding and support during this time!

Yesterday, I made a reservation through Booking, but I have not received a confirmation email yet. Today, I had to shorten my stay by one day due to my husband feeling unwell, and again, I have not received any updates. I have been in contact with the hotel, Sun Hotel in Mariánské Lázně, Czech Republic, over the phone, and they keep referring me back to Booking. I am unsure where the issue lies and if I should even go to the hotel tomorrow. Originally, the stay was from August 13th to August 17th, [redacted], but I modified it to August 14th to 17th. It's a simple matter but communication, especially with Booking, has been poor. When I changed the arrival date today, it stated that they would inform me within 48 hours, but I am supposed to leave tomorrow? I will probably not use Booking's services anymore, which may not concern you if you can't handle your job properly. I am disappointed because five years ago I was very satisfied with Booking; what happened during these past five years when I was significantly handicapped due to health issues and couldn't travel much is beyond me!

On the 1st of August, Booking notified me that my reservation was canceled. They suggested finding another place with a refund of up to [redacted] euros, but I couldn't find a suitable option within that budget. I ended up booking elsewhere at a higher cost. I promptly provided Booking with all the relevant billing details, but since the 11th of August, I have not received any response or refund. It is disappointing that there has been no communication for three days regarding this urgent matter which was not caused by me. Booking's cancellation of my pre-paid stay, planned for over a month, forced me to rearrange and spend more money. I am seeking urgent assistance in processing the refund. Miguel T was the last person to reply, and I have not heard back since. I appreciate a prompt resolution to this issue.

I reserved a one-night stay at a hotel in Rostock for a quick motorcycle trip with a friend. I found the place through Booking.com and utilized their filters to ensure we'd have a private bathroom. Despite confirming with Booking.com that the room at "Gasthaus Lütten Klein" included a private bathroom, upon check-in, the room actually did not have one. The hotel explained that Booking.com hadn't updated their prices and information for the current season.

I am having an issue with booking my lodging due to a credit card processing error on the website. I have attempted to use two different credit cards multiple times, but I keep receiving the same error message. I am a loyal customer who has booked numerous hotels through Booking in the US and Europe. It is quite frustrating that I cannot easily resolve this problem over the phone. I need to secure my accommodation today, but I am worried that the apartment I want will be taken by the time this is resolved. I appreciate a prompt response. Thank you. - L. Uebel

Dear Sir or Madam, After speaking with your colleague, I realized that money was deducted from my account due to another booking. In February, I tried to book a hotel in Croatia, but I did not receive any confirmation, as I expected. A few weeks ago, I explained this situation to your colleague over the phone. She checked everything in the system and found nothing. Now, €[redacted] has been taken from my credit card. I suspect it is related to the Croatia booking. I have a question: "Why did I not receive any confirmation?" I have checked all my emails, even the spam folder. There is nothing there. I apologize, but this is not a small amount of money. I kindly ask for your understanding. I do not know what I paid for. Please respond to me. Do I have any chance of getting the money back? Best regards, SZ

Dear team, I booked through Booking.com, but the hotel room I stayed in was filled with paintings, statues, and displays of explicit content, which was very distressing for me. I have tried to escalate this to the management, but it seems that nobody is taking my concerns seriously. Initially, they only offered me a 25 euro refund for the night I did not stay in the room. Eventually, they raised it to 15 euros, but one representative was quite dismissive, saying "take it or leave it." I am requesting a full refund, reimbursement for my phone bill due to the lengthy calls I had to make to resolve this issue, and an apology from the management for the difficult experience I had to endure.

I made a reservation at Lloyds on the River for May 29, [redacted] to June 1, [redacted], booking two rooms for a three-night stay. I paid $[redacted].84 and a $19.99 deposit with my debit card. When I needed to cancel, I was initially unsure about fees but Lloyds confirmed no fee and assured me of a full refund. Despite being told I didn't need to send a statement for the refund process, a subsequent call led to confusion as I was instructed to fax one. After encountering difficulties with the fax number provided, I managed to send the statement on August 17, [redacted]. I am currently waiting for the refund and if I don't hear back soon, I will visit in person by August 22, [redacted] to speak with the owner.