Booking.com Customer Service Issues

Hello, I need assistance urgently. I planned to travel to Sicily on Monday, but due to the recent Mount Etna eruption, all flights were canceled. Just when I rescheduled my flight for yesterday, I experienced an unfortunate situation. I tore my Supraspinatus muscle, needing surgery, and even had surgery on my left wrist for carpal tunnel syndrome, with the right one pending. After missing my latest flight, I had to book a new one. While trying to arrange a car rental at a reasonable price, the cost doubled. Eventually, I struggled to find transportation to the airport and my phone died amidst the chaos. When I realized my flight was delayed, I felt overwhelmed with emotion, as I missed the opportunity to board. Now I must inform my family, including my 75-year-old mother, that I am still in London. I am financially strained after purchasing two flights and cannot afford another. I am desperately seeking assistance to change my flight to another date, on any available airline. Your help in resolving this matter would be greatly appreciated.

I am unsure if I am contacting booking.com as it has been challenging to find proper contact information. Both phone numbers and email addresses do not work. I encountered a troubling situation in Crawley recently. Upon my arrival at Barrington Lodge, where I had a booking through booking.com, I was informed they had no room due to a mistake by booking.com. After a stressful few hours, I had to arrange alternative accommodation at Premier Inn via phone, costing me additional expenses. Subsequently, I received a feedback form to rate Barrington Lodge, despite not staying there. This experience has severely impacted my trust in booking.com. Mrs. D Atherton

I reserved a room at The Close Door in Harmondsworth for my husband and daughter this Saturday. I wasn't aware it was a Robin Door property; otherwise, I would have chosen differently. They require ID, a non-refundable £1 payment, and a £25 security deposit. I've come across reviews questioning their reliability. I presumed properties on Booking.com were vetted and operated by reputable companies. Could you provide some guidance on how to proceed? Thank you, Jill.

I traveled five hours to get here and I need to cancel my stay due to my children not letting me rest. Initially, I was informed the cancellation would be free after discussing it with your husband. However, now I am being asked to pay an amount while not even using the accommodation. I requested to stay just one night and pay for that only. Could you please clarify what you are asking from me?

I made a reservation on Booking.com in July and have received a payment receipt. Although I did not log into my account, I have not received a confirmation email for my booking. Despite having a confirmation number and PIN code on my receipt, I am unable to import my booking, contact customer service, or access the help center using them. I am trying to cancel my booking but am unsure how to do so without access to my booking details.

I had a connecting flight from Barbados to Heathrow on the 29th of December, and then a British Airways flight to Gibraltar. Due to BA canceling the connecting flight, I now have to board one the next morning. I've contacted booking.com multiple times, and after weeks, they still haven't rebooked the alternative flight home for me. I suspect they are waiting to be refunded by BA before proceeding. This experience has made me hesitant to use booking.com again. I am concerned about the replacement flight on the 30th because I have a hospital appointment later that day, which I've been waiting for weeks. My suggestion to others is to book flights directly with the airline.

I made a reservation at B&B Hotel Wien-Hbf (Vienna) for 1 adult + 2 children from August 30 to September 1 for [redacted] euros. The reservation allows for free cancellation until August 27 and payment is scheduled for August 25. I provided my card details, and my Raiffeisenbank confirmed the payment readiness for August 25. Unfortunately, I have not yet received a confirmation email, and the reservation does not reflect on my account. This situation leaves me unsure if the reservation was successfully made, hindering my ability to cancel it. It appears to be a technical issue. I kindly request a prompt resolution to either confirm the reservation or cancel it and notify me accordingly. Thank you, Jaroslav Navratil.

Hello, I'm Viktoriia Chubar. I booked a flight from Dublin to Poznan on July 27 and from Poznan to Dublin on August 11. My booking reference is QGBKNC. I paid for the seats through booking on Ryanair, selecting two seats each way for myself and my son. Although I have paid for the seats and received confirmation, Ryanair informed me that they were not paid for by a third party. I ended up paying again for the same four seats directly to Ryanair. How can I request a refund for the duplicate payment?

We rented an SUV from Fox Cars/Euro Cars but were never provided the vehicle despite prepaying for 7 days. Each day we were told to return, but we were neither reimbursed nor given a car. Instead, we were offered two compact cars at the same price as the SUV. This happened at Hartsfield Airport in Georgia on 08/18/[redacted]. On the following day, a customer service representative named Toya was extremely rude, yelling at us to take the downgraded cars and leave. She even approached us aggressively, which was captured on camera. The whole experience was extremely disappointing and frustrating.

I have encountered various issues during my recent stay. I am looking to be contacted by someone from booking.com promptly before I reach out to my attorney as I believe I was charged incorrectly. Unfortunately, I do not have a booking number to provide. Moreover, despite booking two rooms accidentally, I never received a confirmation email. Additionally, I sustained injuries on the property due to a fall. The staff suggested a room switch due to the unavailability of the initially booked room, as it did not meet our expectations. Furthermore, the Jacuzzi was out of order in the replacement room. Despite highlighting my disability with handicap plates, we were given a room on the third floor without access to a lower floor room. The fireplace in both rooms was also dysfunctional. I found the behavior of the staff to be unprofessional and disrespectful. I hope to resolve these issues promptly.

Upon our arrival at Bali airport, the villa Searenity assured us a driver would be there, but unfortunately, no one arrived to pick us up. I had arranged for a porta cot and a high chair through the property, yet upon arrival, these were missing. When I raised this issue, I was informed that there would be charges for these items. Additionally, none of the keys work to lock the doors, leaving us feeling uneasy. There is a leak in the toilet in my bathroom, and some walls show signs of mold from water damage. My family and I are extremely unsatisfied and have decided not to stay here. I am requesting a refund of my payment. Regards, J. Lansdell.

Upon our arrival at Bali airport, Villa Searenity had promised to arrange transportation for us, but no one was present to pick us up. Despite my previous request for a baby cot and high chair, none were provided upon our arrival. When I inquired about their absence, I was informed they could be provided at an additional cost. This left my one-year-old grandson with no proper place to rest after hours of travel. Furthermore, the keys to the doors were not working properly, causing a security concern. The bathrooms had leaking toilets, walls with mold and water damage, and an unpleasant smell. I have documented these issues with photos and find this accommodation far below a 4-star rating. I am requesting a full refund for this disappointing experience. Sincerely, J. Lansdell.

I regret to inform you that the booking process did not go as smoothly as it has in the past for me, my family, and friends. Booking no. [redacted] with pin code [redacted] has been canceled. Unfortunately, the booking procedures have not been as straightforward as expected. The reservation support teams are currently discussing the refund amount, but negotiations are proving difficult (I have recordings of these conversations). Interactions with chatbots have also been challenging due to their limited capabilities. The hospitality industry relies on courteous communication, trust, and providing comfort to guests. I request a prompt refund of the fully refundable amount of Rs [redacted], as the cancellation was made well before the cutoff date of 2nd Sept [redacted]. Please adhere strictly to the stated policy - no verbal negotiations or compromises will be accepted. Escalating this matter to formal channels or social media may harm the reputation of internationally recognized businesses who are affiliated with partners that may not prioritize goodwill. I kindly ask for expedited assistance. Thank you.

Unfortunately, I encountered some difficulty with the booking process for Beena Residency Ayodhya (Booking no [redacted], pin code [redacted]) as my family and friends have also experienced similar issues lately. The booking was canceled, and I am seeking a refund of the fully refundable amount of Rs [redacted]. However, the reservation support team seems to be hesitant about providing the refund amount as per the recorded conversations. I find it challenging to communicate with the chatbots that lack sufficient intelligence. In the hospitality industry, it is crucial to maintain polite communication, trust, and ensure the comfort of guests. I urge for a prompt refund as the cancellation was done well before the cutoff date of 2nd Sept [redacted]. Please adhere to the stated policy without engaging in verbal negotiations or bargaining. I prefer to resolve this matter without resorting to formal complaints or social media, as it may harm the reputation of the esteemed business. Kindly expedite the refund process. Thank you.

Unfortunately, my recent booking experience, along with my family and friends, was not as smooth as expected. Booking number [redacted] with pin code [redacted] has been canceled. Regrettably, the booking procedures have been challenging, with the reservation support team haggling over the refund amount, despite recorded conversations confirming the refund policy. Interactions are mainly with unhelpful chatbots, lacking understanding. The hospitality industry relies on clear, courteous communication and reliable service for guests. I urge for the prompt refund of the fully refundable Rs [redacted] following the cancellation before the September 2, [redacted] deadline. Any attempts at verbal negotiations go against the established policy. Engaging formal channels or social media for resolution could tarnish the reputation of well-respected businesses that may not be fully aware of their partners' actions. I kindly request an expedited resolution. Thank you.

My name is Marko G. and I have been using your website to book accommodations for years. Last Friday, I tried to book a place at Johan in Vienna, and although an amount of money was briefly taken from my card, it was immediately returned due to the booking being already made. Today, I noticed that the refund was 9 euros less than the amount taken. I would appreciate an explanation for this discrepancy and a full refund of the original amount charged to my card.

Dear Sir or Madam, I booked a trip with you to Hotel Kitty, Miskolctapolca from October 23rd to October 28th, [redacted], and paid via PayPal €[redacted]. Invoice No. p4M7PZ*SQ;yfy5WW?O, Transaction No. 82J52238AY582445E. I have not yet received a booking confirmation. I am unable to call you as I do not have a booking number or pin. Your hotline requires these details to assist over the phone. I have opened a dispute with PayPal, but haven't heard back from you. I am frustrated. Kind regards, Renate K. [redacted] +49[redacted]

Dear Sir/Madam, I intended to stay at King Charles Hotel in Kent from July 21st to 23rd, but unfortunately, my father-in-law passed away on the 20th. My wife contacted someone at Booking.com to request a refund. The hotel has already refunded the money to the booking site. I kindly request that the refund be credited back to my Visa card by the end of the month to avoid additional charges on my card ending in [redacted]. If this is not processed promptly, I will contact my bank to reverse the transaction since this is my money. Sincerely, Anthony P.

Subject: Urgent refund request for cancelled flights I would like to bring to your attention the ongoing issues I have been experiencing with my refund for the cancelled flights referenced above. Since May, I have been attempting to obtain the €[redacted] refund for the flights and the incorrect €[redacted] tax charge applied by your accounting department. Despite several attempts to resolve this matter, I have only received apologies and empty promises from your team. This lack of action is unacceptable. I urge you to address this matter urgently. Rest assured that I will not allow this matter to be dismissed or overlooked. I expect a prompt resolution to this issue.

I need assistance regarding my recent stay at Channel View Hotel in Sandown, Isle of Wight. My children and I had a disappointing experience as we did not receive the breakfast we paid for, and the room was unsatisfactory with holes in the beds, mold in the shower, and dirty cups. When I complained to the head office, the lady was very rude and unhelpful, refusing to refund us and telling us to leave. We had to check out early, missing out on another included breakfast and receiving no refund. I paid £[redacted] for two nights, which is not a small amount, only to be treated poorly. This is unacceptable, and I plan to file a formal complaint and leave a negative review. I hope to hear from someone soon regarding this matter. Thank you. - SammyJo Stonham