Booking.com Customer Service Issues

I had reserved a stay at Bluewater Hotel in Blackpool from the 1st of September [redacted] to the 2nd of September [redacted]. Upon arrival, the male receptionist informed me that the reservation was mistakenly made for the 1st of September [redacted], and unfortunately, the hotel was fully booked. Despite traveling [redacted] miles from Salisbury, Wiltshire with my husband and two special needs sons, we had to return home. This trip was meant to be a special outing to see the lights before starting my cancer treatment for bowel cancer. The situation left us devastated and in tears. I kindly request a prompt refund of my payment.

Good morning. I don't have any issues with a reservation; I have an issue with BOOKING, which on 7/08 charged €[redacted] without authorization. I have made several calls to your operators, and I want to list the responses I received so you understand what has been communicated to me: - They mentioned it might be an incomplete booking (you took the money without consent... on what grounds since it was incomplete?). Although I don't see it in my account, they assured me the money would be refunded within 7-10 days. It's now 26/08, and the money has not been returned to my account. - I was told to send my bank statement to customer service, which I did, but as of 25/08, I have received no response. - They advised me to send a random canceled booking number, so I chose n.[redacted] and attached my bank statement, hoping an operator would address it to refund me. I reiterate that in my account, I don't see any corresponding withdrawal or booking for this amount. The issue needs to be resolved by returning my money. You made an unauthorized withdrawal from my account, which is called "theft" and "unlawful appropriation of money." If I do not receive my money back within 24-48 hours, I will report this to the authorities and seek legal counsel for compensation with interest. I have attached my bank statement again for your reference.

During our recent check-in at the Grand Cayman in Myrtle Beach, SC, we encountered an issue with our room not being cleaned properly. The beds were unmade, the bathroom was dirty, and there were dirty towels and trash left around. We spoke with supervisor Jenese Dawson, who, along with Oshiela from the front desk, cleaned our room after we tipped them $40 for their help. Despite arriving late at 10 pm after a 5 and a half-hour journey, Jenese provided a credit of $[redacted].84, bringing our total amount paid to $[redacted].16 instead of the initial $[redacted]. We request that only $[redacted].84 be charged to our account by Booking.com. Any further charges should be addressed with Supervisor Jenese Dawson. We will be checking out in the morning, so please advise on the next steps. Thank you.

Hello, I encountered an issue at a hotel in Barcelona regarding money being stolen from my bag. I was in contact with Booking but the messages disappeared, and I still don't know the outcome of this problem. I received a call from a number in Barcelona claiming to be Booking, but the line was unclear, and I don't know the reason for the call. Please update me on the progress of this matter. At the same time, my account was downgraded to level 1 after being at level 3 for over five years of using Booking. Please correct this mistake as I trust that Booking cares about its customers' comfort. I am awaiting a response. The account that got closed is [redacted] Thank you.

The hotel is issuing a refund to me for a payment due to finding roaches in the room provided. They claim I paid with a MasterCard ending in 61, but I used a Discover card as shown on my statement. They are stating the Discover card is locked on your end. As I need to resolve this before leaving, I have already emailed and cannot make a call. I am unsure why they are trying to charge a MasterCard as I did not use one for payment.

Subject: Request for Refund due to Unpleasant Experience at "VIME la Reserva de Marbella" Dear Sir or Madam, I am reaching out to share our disappointing stay at the hotel “VIME la Reserva de Marbella” and to request a refund for 5 out of the originally planned 6 nights. From the moment of check-in, we were greeted by impolite front desk staff who provided minimal guidance to our room. Upon entering our reserved one-bedroom apartment, we were appalled by its uncleanliness - a strong sewer odor permeated the space, and multiple insects were present. The bathroom was in a deplorable state with filth on the floor and a foul smell from the toilet brush. Despite requesting cleaning, the situation did not improve upon our return. Discovering stains on the headboard further cemented our decision to relocate to another hotel, the “Occidental Puerto Banús.” Having been a loyal customer of Booking.com, this unfortunate experience prompts me to seek a partial refund for the unsatisfactory accommodation. The subsequent hotel we booked incurred unexpected expenses due to the urgent nature of our departure from “VIME la Reserva de Marbella.” Understanding the standards of a 4-star establishment, the lack of cleanliness was unexpected and unacceptable. We hope for a fair resolution in refunding 5 nights of our stay. Thank you for your attention to this matter. Best regards, A. Prinz Booking.com: - “VIME la Reserva de Marbella”: [redacted] - “Occidental Puerto Banús”: [redacted]

I, Elena Demidenko, made a reservation for the apartment Apartamenty Powstańców 22 KATO VISIT & LOVE. In the important booking information, it was stated that [redacted] zlotys would be deducted 7 days before check-in. Due to my last-minute booking, just a few hours before check-in, I didn't realize this applied to me. They deducted [redacted] zlotys immediately and later requested a second payment of [redacted] zlotys, resulting in us being denied check-in. I contacted the accommodation and was told to send a screenshot of the cancellation before midnight. Even though I sent the screenshot, they refused to refund me, claiming I didn't cancel the booking. My underage daughter and I had to stay at the train station because of this. I hope your organization can resolve this issue properly and prevent similar incidents from happening in the future.

To whom it may concern, I am writing today regarding my recent disappointing stay at your establishment. My partner and I booked for my birthday celebration with the belief that we would be staying in a clean, well-maintained place as shown in your photos. Unfortunately, the reality was quite the opposite. The room was unsanitary, unclean, and unsafe, not matching the images at all. Among the issues were pubic hair in the bed and bathroom, cigarette burns on various surfaces, cracks in windows and tiles, and unknown bodily fluids on bedding. Despite informing the staff promptly that we would not be staying and requesting a refund, they were dismissive and unprofessional. Witnessing another couple leave due to similar problems and hearing the receptionist's rude comments added to the disappointment. Despite raising our concerns and even fixing a dirty sock on the smoke alarm ourselves, the staff have disregarded our complaints. We request an immediate refund to avoid involving local authorities, booking.com, and leaving negative reviews on Google and Trip Advisor. We hope for a swift and fair resolution.

Hello, I hope you're having a good day. I'm Karen Joy Mones. Unauthorized charges were made on my credit card for a transaction on agoda.com today at 12:44 pm, totaling HKD [redacted]. I have already reported this to rcbc. I am requesting a credit memo to cancel this transaction that I did not make and a refund since I didn't make any bookings. I would appreciate a prompt response via email. Thank you.

Hello, good day! I am Karen Joy Mones. Unauthorized charges were made on my credit card at BKG Hotel through Booking.com on 09/05 at 12:42 pm, totaling HKD1559.25. I have already informed RCBC about this issue. I am requesting a credit memo to void the recent unauthorized transaction and a refund for the charges as I did not make any bookings. Kindly respond to this email promptly. Thank you.

I made a non-refundable booking for an apartment in Madrid through Booking.com. After completing the payment, which included taxes, I faced difficulty communicating with the owner. They then requested additional payments for a deposit, starting at 90 euros but eventually escalating to [redacted] euros for just one night. Surprisingly, the deposit link was sent via email and not through Booking.com. I now wish to cancel my reservation but I am unsure if I will incur any penalties or if there is a possibility of receiving a partial refund.

I arrived at my hotel recently only to discover that the entire property is undergoing significant renovations. The lobby smells strongly of turpentine, the carpets are damp, there is dust and paint debris in the hallway, and the room curtains are dirty. I was unaware of this situation before my arrival. Additionally, the pool and gym facilities are unavailable, and there is no clear signage at the hotel entrance. Due to these conditions, I cannot stay at this hotel and will not be paying for this reservation. I will dispute any charges related to this on my credit card. The confirmation number with Booking.com is [redacted].

I booked and paid for a hotel with breakfast and dinner, but the booking confirmation only mentions breakfast. The rate for a bed-and-breakfast at that time was showing €[redacted] cheaper, and I have screenshots of my booking details and what was included. I can't reach Booking by phone; I enter the booking number as the automated voice instructs, but it doesn't connect me to an operator. I contacted the hotel, and they told me to contact Booking. Booking support stated they are just intermediaries for the platform through which the booking was made. I emailed the platform, and they advised me to address this with Booking.

I received an email from a partner of booking.com regarding my booking, asking me to confirm my credit card information. The email seemed legitimate as it came from the property I had reserved. I clicked on the provided link, which prompted me to enter my card details and mentioned multiple verifications with my bank. It reassured me that the money would be temporarily held but eventually returned, however, after doing this four times, totaling over [redacted] euros, I realized it was a scam. I have reached out to booking.com, but they have yet to respond. The partner's IT system appears to have been compromised, and I believe booking.com should take responsibility for resolving this issue.

My son, who has autism, booked a hotel stay at Mercure Paignton through Booking.com for his 21st birthday trip in July from the 9th to the 12th of September. Due to unexpected journey delays, he will now be arriving in Paignton on the 11th of September. We need to rebook the stay for only one night on the 11th to the 12th and receive a partial refund for the other two nights. We have contacted Booking.com, who directed us to cancel or amend the booking on their website. However, we encountered difficulties and were unable to make the changes successfully. Booking.com customer service assured us that the cancellation fee would be waived but advised us to also request the hotel's agreement. We are still waiting for a response from the hotel. Despite being confident they can accommodate the change, the process has faced delays and miscommunication within the hotel staff. Our main concern is whether a room will be available for check-in on the 11th, as well as obtaining a partial refund for the nights already paid for. We are uncertain if full payment has been transferred to Mercure by Booking.com.

I'm Yosry Abelatta. I reserved a room at Amphoras Beach Hotel in Sharm El Sheikh with booking number [redacted]. I used my debit card in Egyptian pounds to book, but Booking.com charged me in dollars, costing me an extra [redacted] pounds. Kindly rectify this issue and adjust the amount charged. Thank you.

Good day! On 09.09.[redacted], €[redacted] was deducted from my account under the name Marija Rabizo and sent to an unknown account, with the description stating bkg*Booking.com Hotel >Amsterdam NL. Although my card under Marija Rabizo is linked to my Booking account, I have no upcoming trips planned. Upon checking my Booking account, there are no upcoming bookings. I can only see past reservations. Additionally, no confirmation emails were sent to my email [redacted], linked to my Booking account. I was surprised to receive a notification on my iPhone Calendar about a stay on 15-16 September without specifying the hotel name. I have transaction documents, a screenshot of my Booking account without the booking information, and a screenshot of iPhone Calendar showing only the word "stay." Marija Rabizo.

I have a customer reference number with Booking.com, 40-[redacted]10, and a pin number [redacted]. I purchased a flexible return flight ticket from Cape Town International Airport, South Africa to Malpensa Airport, Milan, Italy. I need to change my return flight from 19.09.[redacted] to 3.10.[redacted]. After contacting Emirates, I was informed that my ticket is an economy saver, not a flexible ticket, and I should contact Booking.com. However, I have been unsuccessful in reaching Booking.com for assistance despite multiple attempts through their help line and a South African contact center.

I made a reservation at Central Park Hotel London from September 10th to September 16th, [redacted]. Unfortunately, I had to change my dates due to an emergency situation. When I tried to amend my booking, the hotel claimed there was no availability for the new dates I requested, even though I could see availability when attempting to make a new reservation for the same dates. The hotel staff mentioned that their policy does not allow for reservation changes, but this was not outlined clearly in the policy they provided me. I reached out to booking.com for assistance, but I have not received any helpful response yet. I paid [redacted] pounds for this booking, a significant amount of money, and I feel frustrated by the lack of customer service. I am seeking either a refund from booking.com or Central Park Hotel due to this situation.

My name is Patrick Godrie, and I am a Booking.com customer with Genius Level 3 status. Since [redacted], I have made 88 bookings. Due to health reasons, I had to cancel my reservations this summer, leaving me with a €57.48 credit to spend before September 14. I received this notification recently, but due to ongoing health and family issues, I cannot travel at the moment. I kindly request to extend the expiration date of this €57.48 credit by one year. This would be greatly appreciated, as I am likely to make bookings in the future. Thank you in advance. [redacted]