Booking.com Customer Service Issues

Dear Sir, I have written you multiple letters over the past 2 weeks seeking assistance. I registered on your website and rented an apartment under the name of Andrey Plotnikov with ID number [redacted]. Unfortunately, my computer crashed, causing me to lose access to my account details, including passwords. Despite receiving emails from your company, I am unable to read them or settle any outstanding payments. Your team has mistakenly restored an old traveler account I haven't used in over 5 years instead of resolving the issue with my current account. Please send me my username and password to my email address for access. I am unable to make any payments until this matter is resolved. I am hopeful for a prompt resolution. Thank you. [redacted]

Hello, I'm Elena P., a loyal customer of booking.com. Recently, my work email [redacted] was disabled as I retired, making it impossible for me to access any booking.com emails. I need assistance transferring my credits, rewards, and wallet to my personal email [redacted] Your help with this transfer would be greatly appreciated. Thank you.

I had a negative experience with a salesperson initially, and when trying to make a booking, there were unforeseen issues. Despite attempting to cancel multiple times before the scheduled date, I have not received a resolution after several tries. I was hoping to modify the booking with only one day remaining, but the issue couldn't be resolved. Now, on my sixth attempt to cancel, I have not received any response or a way to contact customer service. When I managed to contact someone, they requested a credit card to deduct $[redacted] for cancellation. Additionally, they suggested changing it for $60 if I just wanted to use one day. I am frustrated and dissatisfied with the service and just want to finalize the cancellation process promptly.

Yesterday, I made a reservation through Booking.com for a two-queen one-bedroom suite at Homewood Suites Long Beach Airport for three adults from December 17 to December 31. The total cost was $3,[redacted].15. Unfortunately, Booking.com had to cancel the booking due to an error and is refunding the amount to my credit card. I am now unable to rebook at the same rate. I need assistance as Booking.com requires a booking number for reference to speak with a representative. I hope to resolve this issue and appreciate any help provided. Thank you, M. Fronke. [redacted]. Email: [redacted].

During my recent trip to Canada from July 29, [redacted], to August 28, [redacted], I made reservations for various properties through Booking.com. One of the properties I booked was located at [redacted] Seymour Street in Vancouver for a total rental amount of CAD [redacted], including taxes, for a stay from August 6, [redacted], to August 15, [redacted]. I confirmed the booking on June 2, [redacted], and the property owner charged my credit card the full amount on June 5, [redacted]. On August 5, [redacted], the day I was supposed to collect the key, the property owner did not show up. Despite my attempts to reach him by phone, there was no response. After contacting Booking.com, I was informed that the booking had been canceled by the property owner without a valid reason. Booking.com assured me of a full refund of CAD [redacted], to be processed within 15-30 days. Although I have followed up with Booking.com multiple times, including calls on September 13, [redacted], and September 27, [redacted], a definite refund date has not been provided. It is crucial for everyone to remain vigilant when making direct payments to property owners to avoid similar situations in the future.

Hello, I am currently staying at Bristol Hotel Deira in Dubai, UAE, and I am extremely disappointed with our experience here. The issue started when we arrived on September 28, [redacted], at 6pm, and the receptionist informed us that they had not received any booking confirmation from Booking.com, where we originally made our reservation. Despite showing them the confirmation I had received, the hotel staff insisted on waiting for Booking.com's confirmation. After waiting for over an hour, the receptionist informed us that they still had not received any confirmation. The situation was escalated to the manager, and eventually, we were advised to cancel our Booking.com reservation and book directly through the hotel. The manager expedited the process, although I had some questions about canceling the initial reservation, to which I was told to handle it myself. We waited until midnight for an update, but the hotel still had not received confirmation. At this point, I just want a refund for the booking number [redacted]. I would appreciate any assistance. Thank you, Johanne.

I made a booking for my brother via booking.com. I reserved the room for yesterday, Friday the 29th for a check-in time of 5 p.m. The website indicated the room would be available at 6:30 p.m. on the same day. I booked it for him for September 29th through October 3rd. However, when my brother arrived, the front desk staff informed him that the room won't be ready until 4 a.m., which is currently 1:15 a.m. in Colorado, due to the time difference. This situation is distressing, and I am frustrated by this delay in getting my brother settled in his accommodation.

On September 28th, I made a reservation for two nights in Sesimbra, Portugal at "Os Golfinhos, Rua de Meninos de Deus." After the payment with my card, my phone, [redacted], stopped working so I couldn't access the apartment code. The owner was unhelpful and after waiting for two hours until midnight, we had to go to Setubal to stay at the Sol e Mar Hotel. I request a refund for the reservation amount.

I made a reservation for a car through Booking.com with Eurocar at the Heraklion airport for pick up today. Unfortunately, we were unable to get the car because the car rental station required a PIN from our card to secure the deposit. This was unexpected as we have never needed a PIN for this card before; we have always used it with a signature rather than a PIN. We paid €[redacted] and we are requesting a refund as we did not receive the car. I have been a loyal customer of Booking.com for many years and have never encountered any issues before.

I am writing regarding the ongoing issue with my booking (Reference No. [redacted]) at La Cascade. It has been weeks without a resolution or clear information. Despite receiving a confirmation, La Cascade canceled my reservation, citing no availability. The lack of communication has been frustrating. After initial contact on July 31st, a response from Theodoros R. promised a solution within 24 hours, which has not happened. Subsequent communication from the Booking Assistant has offered only generic responses and unmet deadlines. The delays and lack of urgency in resolving this matter have added to my initial stress. I have used Booking.com in the past but this experience has shaken my trust in your platform. I request an expedited resolution to this matter and hope this is an isolated incident. Thank you for your attention. I await a prompt response. Best regards, Erkut K.

I made a reservation with Joyce online, but upon arrival, I was told they didn't have a room for me. I tried to cancel the booking, but I was charged $[redacted]. This money is crucial for my rent, and I can't afford to lose it without receiving any service. When I attempted to cancel, I was not provided with any accommodation, which makes this situation very frustrating. I kindly request a refund for the full amount as soon as possible.

I did not receive a confirmation email for my booking on October 5, [redacted], at the Guy Harvey Resort in Saint Augustine, Florida. I reserved two rooms for a one-night stay. Kindly send me the confirmation for my reservation. I will be checking in on Thursday evening, October 5, and checking out on Friday morning, October 6. My email address is [redacted], and my phone number is 1 [redacted]. Thank you, Debra K.

I attempted to reserve a room at La Quinta in Santa Fe on October 1st but mistakenly booked in Albuquerque instead. My booking number is [redacted]. Despite multiple attempts, I couldn't cancel the reservation. I stayed at La Quinta in Santa Fe and now need a refund for the mistaken booking in Albuquerque. I am a Wyndham Rewards member and would be grateful for assistance in rectifying this issue. Thank you.

I have noticed that the emails I receive from Booking.com are addressed to someone else's name like Louanne or Leeanne, which are not mine. My name is Carol Banack. I thought I only needed one more booking for April [redacted] in Sydney to reach level 3, but after completing a recent 15-night trip with bookings recommended by my Genius level, I only received a 10% discount instead of the 15% offered at level 2. Even after these stays at various hotels and motels, I am still three stays away from reaching level 3. I hope a real person is seeing this and can assist me with my concerns, as I couldn't get through to your company this spring.

The hotel is requesting a booking in order to process my refund. I am feeling frustrated and considering sharing my experience on social media to bring attention to both Booking.com and the Washington Hilton for mishandling my money. If my refund is not processed soon, I will not hesitate to shed light on these unfair practices and hopefully dissuade others from booking with either company. Unethical behavior is not the way to keep customers satisfied. Kindly return the $[redacted].94 to me promptly, or I will dedicate my weekend to discussing this on various social platforms.

I am reaching out to outline my concerns about the recent stay at B&B Guest House Du Lac that I booked through your platform. Here are the issues I faced: 1. Cleanliness: - Insects and spiders in the room. - Unidentified substance resembling blood on the wall. - Overall cleanliness below acceptable standards. 2. Noise: - Disruptive train noise due to proximity to tracks. - Lack of soundproofing allowing noise from neighboring rooms. 3. Privacy: - Room layout lacked privacy. 4. Bathroom: - Lack of clarity on booking about shared bathroom. 5. Noise from Adjacent Rooms: - Activities and conversations from neighboring rooms were clearly audible. I believe addressing these issues is crucial for enhancing user experience. I appreciate your prompt attention in resolving these matters. Thank you for your understanding, and I anticipate your response.

Hello, I wanted to share my experience with a recent booking I made on booking.com. After receiving the confirmation email with the host's contact information and address, I discovered that the phone number and address provided were not valid as the accommodation did not exist. I reached out to booking.com's customer service to address this issue but initially struggled to get assistance. Eventually, I managed to speak with a representative based in Holland who assured me they would look into the matter. I received an email the following day explaining that the accommodation was unable to honor my reservation and suggested I find alternative lodging. They mentioned the possibility of reimbursement for any additional expenses incurred. However, I am dissatisfied with the responsibility being shifted to me as the accommodation was non-existent. I simply seek a refund for the misleading booking. Thank you. - Dwayne N.

Ils m'ont volé tout mon argent. Lorsque je suis arrivé à l'hôtel, il n'existait soi-disant pas, c'était censé être l'Hôtel Nutella. J'avais confirmé et payé à mon arrivée. J'ai dû dépenser beaucoup pour trouver mon chemin en taxi, et le personnel de sécurité a pris mes informations pour vous contacter. Je souhaite obtenir un remboursement. J'avais réservé le samedi pour un séjour le dimanche, mais j'ai dû trouver un autre hôtel coûteux. Je prévois de partager mon expérience, car je trouve inacceptable d'être laissé dans une telle situation à l'étranger, sans soutien familial ou de connaissances. Je demande un remboursement intégral.

J'ai été dirigé vers un hôtel inexistant, le Nutella, et j'ai déjà payé pour ma réservation. Je me retrouve dans une situation vraiment difficile à cause de cela. Je vais rendre cette situation publique et partager mon expérience pour éviter que d'autres ne tombent dans le même piège. Je vais faire tout mon possible pour mettre en lumière vos pratiques trompeuses.

Hello, I reserved a stay at Scope Hotel City Stay Frankfurt based on the images on your website. However, upon arrival, my family and I were alarmed by the presence of individuals using drugs like cocaine in front of the hotel. There were violent altercations with people fighting, hitting each other with bottles, and attempting to stab each other with broken bottles. We promptly contacted customer care, left the hotel, and secured alternative lodging due to safety concerns. Despite numerous attempts, the hotel is refusing a refund. I expect reimbursement for the unexpected expenses incurred and the challenge of finding new accommodation. I selected your site for the trip, believing you would assist in such situations. I await your prompt response. Thank you. Dissatisfied, Johan.