Booking.com Customer Service Issues

Reference: [redacted] I made a reservation at Sage Hotel for a conference scheduled for December 1st & 2nd. The event has been rescheduled, and I cannot attend the new dates. When I asked about a partial refund, I received conflicting responses. Initially, Sage mentioned a refund for one night, but they are now stating that Booking.com has the final say. I originally booked through Booking.com due to being a loyal user and because of a special offer at the time. I am hoping to receive at least a partial refund, as there was no refund policy mentioned, and the date change was unexpected. Can Booking.com assist in contacting the venue regarding the initial refund offer? Kerry McKenzie

On September 29, [redacted], I reserved 3 premium rooms at FabHotel Royal CM Bani Park in Jaipur from November 21 to 25, [redacted] (Booking ID: SHHUJ6). Regrettably, due to personal reasons, I had to cancel the booking on October 2, [redacted]. Immediately, I received an email from booking.com confirming the cancellation (Confirmation number: [redacted]). However, on November 1st, I unexpectedly received a text message from FabHotel stating that my booking was confirmed. Upon contacting the hotel, they mentioned not receiving any cancellation update from booking.com and expressed their inability to assist further. They advised me to contact the customer service number, which I found online. Unfortunately, each time I tried calling the booking.com customer care number retrieved from the internet, it was unreachable. I am uncertain of the steps to take to rectify this issue.

Dear Grande Palladium, I am writing to discuss my recent stay at your resort as recommended by Deanna Corrodus. I expressed my concerns on Facebook after booking through booking.com. My family and I were looking forward to celebrating our anniversaries - our 10th and my in-laws' 41st. Unfortunately, our experience was disappointing from the beginning. Upon check-in, we were informed of an unexpected $[redacted] charge for my 5-year-old daughter, which was not explained when we booked nine months prior. Despite my request to speak with a manager and not disclosing our anniversaries, we were still charged an additional $[redacted] on top of the $2,[redacted] we had already paid. The room had a foul odor, and despite requesting a thorough cleaning with bleach, the issue persisted in the outdated room that did not meet our expectations. A lack of professionalism continued when I attempted to address these concerns with the receptionist and requested to speak with the head supervisor, who never contacted me as promised. The poor service extended to our dinner at Portifino, with unhelpful staff and undercooked food resulting in my mother-in-law falling ill. This led to a disrupted stay as we tended to her until the third day of our trip. Considering the scheduling errors, extra charges, cleanliness issues, and food poisoning, I believe a full refund of $2,[redacted] plus the additional $[redacted] is warranted. I can be reached at [redacted], Leo Lundy III, who stayed in room [redacted]. I urge you to address these concerns promptly. Leo Lundy III

Upon arrival at the yoga retreat, I discovered an unexpected 4% surcharge for credit card payments, which was not disclosed during the booking process. Had this been communicated beforehand, I would have prepared by bringing sufficient cash. The lack of transparency is particularly frustrating when embarking on a relaxing vacation meant to alleviate stress. Furthermore, I inquired about complimentary Thai and Reiki massages for a 7-day retreat, only to be informed that these perks are not applicable because I booked through booking.com. Had I known about these limitations, I would have opted to book directly with the Wunderland Healing Center to avoid such disadvantages. My anticipation for a pleasant experience at this wonderful place was dampened by these issues, especially the disparity between booking platforms and the undisclosed credit card surcharge. I urge booking.com to address this matter with the healing center and ensure that all guests, regardless of booking method, receive equal treatment or, alternatively, provide a refund of 55€ to cover the cost of the Thai Massage and Reiki treatment. This unexpected situation has certainly marred the beginning of my retreat.

I had booked property Fiona with confirmation number [redacted].[redacted].[redacted] but was informed last minute on November 7th that it had been privatized on October 31, [redacted]. Despite this, I noticed the property still listed on the website causing confusion. Contacting Fiona, I found out the property was no longer available. I faced issues due to false impression created by booking.com. The property, Siddhi Vikari Taraangan Farm, proved disappointing with mold in rooms and bathrooms, bedding not as advertised, and unclean conditions. The owner's representative, Siddhi, was unresponsive to complaints about the state of the property, claiming it was clean. However, photos clearly showed otherwise. Despite evidence provided, poor customer service and refusal to acknowledge the unsatisfactory conditions prevailed.

I recently made a reservation at Deacy's Hotel in Galway for a one-night stay for two people under the names E.N. and M.T. Due to a change in my hospital appointment, I had to cancel the booking and spoke with the manager, D., at Deacy's Hotel. He assured me I wouldn't be charged and would rearrange the date. However, I was surprised to see the charge on my visa bill for the original booking date of November 28, [redacted]. D. mentioned that he wouldn't be compensated by Booking.com for the cancellation, hence the charge. I kindly request a refund due to the circumstances with the hospital appointment. It's unusual for me to encounter this issue as I have used Booking.com multiple times without similar problems. I appreciate any assistance in resolving this matter promptly.

I made a booking at Vijan Palace hotel through your website for one night on the 16th as we had a flight on the 17th. We booked two rooms. The first room was good but the toilet was in poor condition. The second room was terrible, smelled of cigarettes, and was very small. The actual rooms were different from the pictures. The first room cost around [redacted] and the second [redacted]. If we knew about the quality difference for just [redacted] rupees more, we would have chosen the first room. Sadly, when we complained to the manager about the room condition, he was rude and unhelpful, saying he couldn't do anything as they were booked online. After much argument and unpleasantness, he finally changed our room. We hope action is taken against such hotel management to prevent online customers from facing these issues in the future. My son, Kushal Shah, made the booking for six of us who traveled from Gujarat, Vapi to Jabalpur.

A week ago, the airline notified us of a change to our flight, extending our layover in Asuncion, Paraguay, to nearly 33 hours instead of the initial 6 hours. Concerned for our toddler son, we booked a two-night hotel stay to avoid sleeping at the airport. Upon arrival, we were surprised with a $[redacted] bill for visas required to enter the country and stay at the hotel, information we had not received previously. Lacking the necessary funds, we were unable to check in and our airline rerouted us to Chile instead of the long layover. We seek a refund for the hotel booking, as the circumstances prevented us from using it.

I stayed at Locale Rainey Street in Austin, TX from November 15-19 with a friend. Sadly, the weather was cold and the loud noise from the heating system was unbearable. Brianne Norris acknowledged our issue and provided extra blankets so we could turn off the noisy heating, but the room temperature dropped drastically, hindering our sleep. Despite our request for a different room, none was available. We endured a sleepless second night before deciding to check out. The staff assured us we would only be charged for our actual stay, but when we sought confirmation, we were informed of a strict "no refund" policy, resulting in a charge of £[redacted].73, inclusive of city tax. Due to this unsatisfactory experience, we are seeking a refund for the two unused nights. We are both retired and had to find accommodations elsewhere. Your guidance on this matter would be appreciated.

Hello Booking.com, I made a reservation at Cititel Express Penang for December 15-16, [redacted]. I did not receive a confirmation email from Agoda, but I confirmed with the hotel that they received my booking. I now need to cancel this reservation. The hotel advised me to contact Booking.com directly, as the booking ID [redacted]57 is under your service, and they cannot cancel it. I have already reached out to Agoda, but have not received a response. Please assist me promptly with this matter. Thank you.

Upon entering the Athens Greek-style apartment, we were immediately struck by the unpleasant smell of smoke lingering in the air. The place seemed devoid of fresh air for quite some time. The bathroom was messy, with hair present, water leaking, and a damaged shower. Various items were broken, like the window blinds (as the flat is on the ground floor), and a sofa that looked dirty and misused. Issues with the Wi-Fi persisted, despite attempts to resolve them. Even though we reached out to the company for help, the connection remained slow and unreliable. The cute accessories in the apartment seemed irrelevant when overshadowed by the unpleasant odor and overall uncleanliness. The agent's insistence that the place had been cleaned did not match the reality of our experience. It feels like there is a lack of care for the property. We are very disappointed with our stay and can provide pictures and video as evidence.

I made a reservation for the Yellow House room in Subic from November 16 to 18. My booking was confirmed, and I paid $[redacted]. However, upon contacting the owner, I was surprised to hear that the room I booked was already given to someone else, and the house was fully booked. The owner suggested I cancel my booking, but it was mentioned that there would be a fee for canceling. Not wanting to incur additional charges, I opted not to cancel. Instead, the owner offered to transfer me to a different house, which I was disappointed with as it was not the room I originally chose. Feeling let down, I requested a refund as I had already paid for a specific room which was not available to us upon arrival.

Hello, I made a booking for a house in New York from 29/12/18 to 4/12/18. The initial price quoted was £[redacted].93. I have now been sent an invoice for $[redacted].10, which converts to £[redacted].54. I have been in touch with Gabriel from booking.com and the property owner, who explained that the increased amount is due to additional charges, including a $[redacted] cleaning fee per night, a 14.5% tax, and a city tax of $3.50 per night. I'm a frequent booking.com user and have never experienced a price change post-booking like this. This experience has been disappointing, especially after a smooth trip to Thailand booked through the same site. Thank you, Lisa.

To Whom It May Concern, I am Phung Bui and I recently booked a room at Miami Suites in Brickell from Nov 18 to Nov 20. However, after filling out my credit card information, I received an error message stating that the booking was unsuccessful due to someone else booking the room ahead of me. I then proceeded to book a room at Doral Inn & Suites at Miami Airport. A few hours later, Miami Suites contacted me for check-in, but I had already booked another room due to their initial message of unavailability. Upon contacting the booking number, a representative informed me that my booking had indeed gone through at Miami Suites and that I needed to pay for the room. I tried to explain the situation to Connie J. via email, stating that I did not receive any notification of double booking. I am requesting a refund from Miami Suites as I believe this confusion may have been caused by a system error on their end. I appreciate your attention to this matter. Thank you, Phung Bui

To whom it may concern, We recently booked Parnell apartments via booking.com as Genius bookers; however, the accommodation provided did not match the photos shown on the website. The balcony was small and covered in pigeon droppings, the stove was grimy, and the bed sheets had bloodstains. Additionally, there were cleanliness issues, lack of utensils and towels, as well as a struggle with key collection. The bathroom had mold, an unclear booster, and issues with the tub. Not being informed about amenities led to inconveniences like purchasing an adaptor. Various areas such as the wardrobe, drawers, and appliances were dirty or broken. Communication attempts to address these problems have gone unanswered. Due to these issues, I request a full refund of €[redacted], as well as €2,[redacted] in compensation following the "damaged holidays regulation." Provided are my bank account details for refund purposes. If not resolved, further actions may be taken. Kindly remove this property listing from your site due to its unsuitability. Thank you.

I would like to address a recent booking at Chipman Hill Suites made in mid-October. We made the reservation online when traveling on the ferry from Digby, NS to St. John, and it was confirmed. However, upon arrival, there were issues with communication, as we were unable to reach anyone by phone or receive a response to our email. The property was under construction, and we encountered difficulties finding the entrance. Additionally, we discovered contaminated water in the room, which was distressing. The parking situation was inconvenient, and the overall experience did not match the value we were told. We left early and requested a refund, but have not received a satisfactory response. We believe the property should address these issues before accepting guests.

I made a reservation at Holiday Express for my partner's child to visit Jefferson Neurology due to severe migraines. Unfortunately, the appointment was canceled, leaving me with a room charge of $[redacted].74. I realized that I actually need to see a different doctor, Dr. Gupta at Temple University Hospital, for Sarcoidosis. Although I don't have the appointment yet, I would like to use the reservation for that purpose. Can you honor the reservation once I confirm my visit to Temple's Lung Center? I am 67, disabled, and dealing with this newly diagnosed condition. Your understanding and assistance would be greatly appreciated. Thank you, Sandra M. Griswold

I reserved a sleep spot at Dubai airport via booking.com for Saturday, November 24th, between my flights from Kolkata. I was disheartened when the room I booked, as pictured on the website, was not what I received. Being 76, the small, uncomfortable cabin was noisy, cold, and claustrophobic. I had a sleepless night and woke up with a severe backache. The discrepancy between the room shown and what I got left me puzzled. When I booked, it was priced at £80, but when it came to payment, it was £[redacted]. For an additional £30, I could have stayed in the airport hotel, where I had comfortable experiences before.

Dear Sir/Madam, I am reaching out from the EU Monitoring Mission in Georgia regarding our reservation made through booking.com for 3 rooms from December 10th to 13th, [redacted], with Confirmation Number: [redacted]. We need to adjust the check-out date to December 12th for Mr. Hoeeg and Mr. Wathen. Despite attempting to make changes on booking.com, the website indicates that the rooms are unavailable for modification. We kindly seek guidance on how to proceed with the date change as recommended by the hotel in their email response. Thank you for your swift assistance. Best regards, Tamuna From: NH GENEVA CITY <[redacted]> Sent: November 29, [redacted] 15:54 To: Travel <[redacted]> Subject: RE: 🛄 Thanks! Your booking is confirmed at NH Geneva City Dear , We responded via booking this morning confirming our agreement to modify the booking without penalty. However, all amendments must be facilitated through booking.com, so please liaise with them directly for the necessary changes. Warm regards, Kassa, Front Office Department Front Office NH GENEVA CITY Avenue Wendt 42-44 | [redacted] Genève | SWITZERLAND T. [redacted] 22 [redacted] 74 74 | [redacted] | www.nh-hotels.com

I made a reservation for a one-night stay on 28/11/18 at the Wellington Tavern Bed and Breakfast in Dewsbury. Despite requesting a quiet room due to an upcoming exam, upon arrival, I found out the accommodation was situated in a pub with a high level of noise. Additionally, the person who showed me to my room appeared to be intoxicated. I had to leave immediately in search of alternative lodging, which was challenging on such short notice. I had reserved this hotel a month in advance, only to find it completely unsuitable for a peaceful night before an important exam the next morning. I am seeking a full refund for the amount paid. If necessary, I can provide proof of staying at a different hotel on the same night as requested.