Booking.com Customer Service Issues

Hello, I'm Raymond Peterkin. I have two reservations booked for November 3-5 in Negril that I would like to cancel. My plan was to choose one of the properties after hearing good things about both, but I can no longer make it. I tried to contact one of the properties directly, but they advised me to reach out to Booking.com, so here I am requesting the cancellations. Thank you and have a great day.

I recently had a frustrating experience with Booking.com. Their customer service was unhelpful, pushing me towards paid online chat support that seemed disconnected from the company. I'm now considering never using their services again and will caution friends who rely on them. The lack of support when trying to make changes to a booking has made me question the company's reliability. It's disappointing to encounter such unhelpful service.

On October 8, [redacted], we made a reservation at Baymont by Wyndham in Savannah, GA, but unfortunately, the hotel did not meet our standards. We were unable to reach anyone by phone as the customer service stated it was for flights, not hotels. Upon arrival, the hotel directed us to contact Booking.com with confirmation number [redacted][redacted]7 and pin #[redacted] for a refund. I kindly request a refund to my credit card. Thank you for your assistance in resolving this issue. - Linda & James S.

Hello, I am Paul Hardy. I recently tried to make a reservation at the Astoria hotel in Vico Sequence for the dates 12/08/[redacted] for one week. The price I was offered was [redacted] euros, including my Genius loyalty discount. Surprisingly, when my wife attempted to make the same reservation, she was quoted a price of [redacted] euros. This is puzzling to me because she is a first-time booker, whereas I have been a loyal customer for years. Could you please clarify this discrepancy and adjust the price accordingly? I believe I should be receiving a better rate than my wife. Thank you for your attention to this matter. Sincerely, Paul Hardy.

I need to report a scam I encountered with Booking at the end of August. While searching for an apartment in Paris, I found a very appealing flat. After requesting to book it, the host offered a different one because the original wasn't available anymore. This new one, provided through a Trip Advisor link, was priced at 2,[redacted] €. When questioned about the change, they claimed the offer was listed on multiple sites. The scammers are exploiting Booking's platform to lure in customers and then redirect them to their own fraudulent website. Once payment is made, the site vanishes, and they become unreachable. I have gathered all the evidence regarding this scam if you are interested in taking action. I have filed a police report and informed the bank in Spain housing the account that received the payment. Best regards, Georges C.

Hello, I am currently in search of a flat to rent in Rome. I got in touch with a lady who is renting out her studio in the city. She mentioned that all transactions would be conducted through Booking.com for added security. However, she has requested a deposit for me to schedule a visit to the flat. She assured me that this deposit would be refunded within 24 hours of signing the contract. Given my previous encounters with scams during my search, I am seeking clarification on whether this process is typical for Booking.com before proceeding with any payments. Is it standard to use Booking.com for flat viewings and secure a deposit in advance without physically seeing the property? Thank you for your assistance. Regards, Nolwenn

I encountered an issue with my connecting flight due to a schedule change which resulted in us missing it. My booking reference is DHJRPK FYCTQM DHLJWO. Currently stuck at Calgary airport unsure of the next steps. WestJet advised no assistance as it's a separate booking and suggested reaching out to my booking agent. Struggling to get through to them, calls keep disconnecting. Seeking resolution as my booking assurances include guarantees for connection changes. Appreciate any help in resolving this matter.

Hello, I made a booking on 06.10.23 for a three-night stay at Green Man by Chef & Brewer Collection with reference number [redacted] for work purposes. Unfortunately, I was informed that my mother passed away. I contacted the hotel within 2 hours of making the booking and spoke to the manager, Trevor, who understood my situation and cancelled my booking. He assured me that I would receive a refund within 5 working days. However, it has been 11 days and I have yet to receive the refund. This delay is very frustrating, especially during this difficult time. I would appreciate it if someone could investigate this issue and provide an explanation for the delay. Thank you, NN

Good evening, I made a flight reservation to Mauritius from the 3rd of February [redacted] to the 16th of February [redacted], and I was not asked for passport information, is this normal? Additionally, I was not given the option to choose seats from Toulouse to Paris Charles de Gaulle and back from Paris Charles de Gaulle. Should I fill out any forms for this? I am looking forward to your response and thank you in advance. Best regards, Martine Torralba.

On October 5th, I fell victim to a robbery while trying to rent a long-term stay via this website. Despite contacting the company, I faced difficulties in receiving assistance. After calling the provided number, a staff member assured me a full refund within 5-8 business days, guaranteeing the return of my $[redacted]. While my partner has been following up via email, the refund is still pending. I have documentation of the individual engaged in this scam, as well as the confirmation email from your platform. I urge for immediate resolution of this matter; otherwise, I will take this issue public on various social media channels to raise awareness about the fraudulent activities occurring on the booking.com website.

Hello, my name is Wayne Roberts. We had reserved 2 rooms at the Holiday Inn thinking they were in Tulupo, AL, but we discovered this morning that the address is actually in MS. We need the location changed to the Alabama address we initially intended to book. I contacted the Mississippi hotel, and they advised me to call to cancel there. It's urgent as we are leaving this morning and require accommodation. You can reach me on my cell phone at [redacted]. Thank you.

Hello, my name is Cristina Paz Márquez. Flight TK1896 for October 20 was canceled by the airline. I went to the Turkis offices in Milan and canceled the purchase of the multi-destination flights with booking code VGDM45. They informed me that I need to send them an email for the refund to be processed to my bank account. My email is [redacted] I am looking forward to your response.

I had a hotel reservation, but when I tried to check in, I was told I was on a do not rent list. After contacting booking.com, they offered a reservation at a different hotel with the same owners, resulting in the same issue. I am currently waiting in my vehicle with my belongings after being denied check-in at this second hotel as well. I need assistance finding another place to stay for a similar price.

Hello Qudus, I regret to inform you that there was an issue processing your reservation at Swissotel Al Maqam Makkah, resulting in the inability to confirm your booking. Since your payment has been successfully made, the refund process has been initiated. Typically, refunds take 7-12 days to reflect in your account. Please use the following transaction details for reference with your account provider or our team: - Transaction time/date: [redacted]-10-21T06:44:28Z - Payment reference: ba1c6ef8-4db6-43cc-9b0e-2f0f8874e254 I understand your urgency for the refund, especially as you have rebooked and have been double-charged.

I have encountered an issue with my recent bookings on booking.com. Despite receiving a confirmation at the time of booking, I have not received any email with the details of my reservations. Furthermore, I am unable to log in to my account to access this information. I have attempted multiple times to receive a validation email or reset my password, but have not received any responses in my inbox or spam folder. I am concerned about finding my hotels as I am currently at the terminal waiting to board a flight. It seems like there may be a problem with my email, even though it shows that I am a member. Requesting a resend of the information has not been successful, and without it, I am unable to sign in or reference the booking number and pin that I did not receive via email. I would greatly appreciate any assistance as I am set to stay in these reservations in a few days while already on my travels.

I would like to raise a complaint about the hotel and request the removal of my review. I did not personally leave a review for this hotel. During check-out, I was surprised when asked to show my booking details. I provided my phone number, and the staff themselves left a review on my behalf, giving it a high rating. I am requesting the deletion of this review to share my genuine experience. The hotel's practices are deceitful; many positive reviews seem to be a result of this manipulation. Their provided information is inaccurate, and the actual rooms do not match the advertised photographs. Despite the check-in time listed as 11-12:00 in the morning, we arrived at night to find our room unprepared, requiring a lengthy wait. When the room was finally ready, we discovered dirty linens, a lack of basic amenities like towels and toiletries, and a room that was neither clean nor as pictured. Notably, the room had dust, cockroaches, and a malfunctioning AC without a remote. There was an unpleasant odor in the area, with linens left in the hallway. The hotel also falsely advertised credit card payment options but insisted on cash upon check-out. My booking number is [redacted], and the hotel's name is Staybook - Hotel City Stories - By Aira Xing, Paharganj, New Delhi.

On September 21st, I booked two nights at the Ibis Berlin Brandenburg, or at least I tried to. Reservation Number: [redacted]. During the payment process with Klarna, there were discrepancies, so I called them. I was told that the payment process was canceled, and I would receive a 0.00 invoice via email later. Unfortunately, there was a second booking that Klarna didn't inform me about directly, which was the reason for my call – the double booking and double payment. Since I was told the process was canceled, I didn't follow up and didn't use the service at Ibis. I stayed in a guesthouse and received a surprising call from Ibis in the evening. Please, show some goodwill! I don't have much experience with booking.com, but was not disappointed once (March [redacted]). I understand now that I should have contacted you again. But as I believed the payment process was canceled, I also thought the booking was canceled... a misunderstanding between Klarna and me! Best regards, Ellen F.

Dear Sir, I am a Bangladeshi naval officer who regularly books hotels when traveling abroad. I recently cancelled my booking and noticed an issue with the refund. My confirmation number is [redacted][redacted]04 with PIN [redacted]. Although I was refunded, I realized there was a discrepancy. When checking my bank statement, I saw that I was charged $[redacted].96 USD for the booking, but only refunded $99.64 USD. This leaves me with a difference of $6.32 USD. Since the booking indicated "free cancellation" with no charges, I believe this amount should be refunded as well. Kindly process the refund promptly and confirm with me. I appreciate your assistance in resolving this matter promptly. Thank you for your attention to this issue. Sincerely, Captain Mahbubur Rashid, psc, BN Director Center for Higher Studies & Research (CHSR)

Dear Sir or Madam, Please help me in this situation. On September 27, [redacted], I paid an amount of [redacted].39 € for a stay at the Lugsteinhof Hotel. However, the booking did not go through. The payment was made in full. I received a letter by mail stating that a refund would be processed within 7-12 days. The money has not been refunded to my card. It may be because I changed banks at that time and now have different bank details. I kindly request that you refund the money to my new account. TARGO BANK DE[redacted][redacted] Sincerely, Elena Kandala

I would like to address the issue I have encountered with my recent hotel reservation cancellation. Despite informing both the hotel and Paypal about my cancellation due to having COVID, I was charged $[redacted]. Ella Mae from your customer service team mentioned receiving verbal confirmation of the cancellation from the hotel, but they have not sent any documentation to you. This lack of communication between your company and the hotel has led to the charge not being refunded to me as promised. Kindly contact me at your earliest convenience to resolve this matter. Thank you.