Booking.com Customer Service Issues

Regarding our booking number [redacted] for October 28 and 29, [redacted], at Sonnenlap Hotel in Vail, we unfortunately had to cancel due to a family bereavement. We reached out to Sonnenlap on October 28, spoke with a Reservationist, who kindly canceled our reservation without penalty. They suggested we inform Booking.com, hence this message. You can reach me at [redacted] if needed. Thank you, Stephen Lankford.

I have followed all the steps to make a reservation at Green Mountain Suites in Burlington, Vermont for November 1. However, when I reach the final step that says "Complete Reservation," nothing is happening when I click on it. I have attempted this process three times with no success. I tried calling for assistance, but the system is asking for a confirmation number which I can't obtain as I am unable to finalize the reservation. This situation is frustrating, and I am concerned about possible loss of business due to these technical issues. I would appreciate your prompt assistance in resolving this matter. Thank you, Bruce P.

Subject: Urgent Assistance Needed with Reservation I am reaching out regarding my recent struggle to complete a reservation on your website. Despite several attempts, I have been unable to finalize my booking as the "complete reservation" function is not working. Despite my efforts to resolve the issue, I have not been successful in obtaining the necessary confirmation number. I have called customer service three times and was informed that a confirmation number is required, but since I couldn't make the reservation, I don't have one. I was promised a code to connect with a more capable representative, yet I have not received it after trying three times. Navigating your website feels like attempting to access a highly secure system, and as a long-standing customer, I find this experience frustrating. I sincerely hope this matter can be addressed promptly to facilitate my reservation. Your attention to this issue would be greatly appreciated. Thank you. Best regards, B.P.

On March 11, [redacted], I made a reservation at Extended Stay America on Womack Drive in Annapolis, MD. I paid $[redacted].73 in full on my credit card ending in [redacted] for a reservation from June 7th to June 11th, with confirmation number WB7R8FA. Upon arrival, I was informed that the hotel had been sold and was now operating as Homestyle Studio Suites. Extended Stay America mentioned the reservation was canceled by someone named David Trent, who I am unfamiliar with. I have been trying to resolve this since June 12, [redacted]. Despite contacting various parties, including Southwest, I have not made any progress. Southwest advised me to contact 1-[redacted], but I have been unable to reach them. I appreciate any assistance as it has been 8 months of uncertainty.

Booking.com promised to reimburse me for the price difference between the hotel I had to book and the 3 bookings I made with them, which were canceled by them. Unfortunately, when I finally received the refunds, the delay caused me to lose money due to fluctuating exchange rates. Despite my efforts in providing receipts and emails, they only offered a refund of 21 British pounds, which was disappointing. Their telephone customer service repeatedly assured me that I would be refunded after submitting certain documents, but it seems like empty promises.

Subject: Assistance Needed with Refund and Booking Issue Hello, I am seeking clarification on why a refund is being processed for me since I am in the process of booking a flight and have not initiated any cancellations. I am encountering difficulty accessing your website due to being repeatedly informed that I have exceeded the login attempts. Unfortunately, I have not received a confirmation email containing a booking reference or pin number, complicating my situation. I am eager to avoid any double charges by unintentionally re-booking the flight. I would sincerely appreciate any guidance or support you can provide as I find myself stuck in a frustrating loop while attempting to address this matter. Thank you for your attention to this issue. Warm Regards, Lorraine C.

My wife is currently undergoing cancer treatments, affecting our pre-paid non-refundable reservation dates at the Savoy Beach Club hotel in Miami. Despite numerous attempts via calls and emails to change the dates, we have not received any response. The current situation hinders us from utilizing the reservation, and I'm willing to accommodate new dates. My confirmation code is [redacted]. These unforeseen circumstances necessitate canceling without penalty to avoid losing $[redacted] for two nights. Your assistance in this matter will be greatly appreciated. Sincerely, D. Speas

Hello, Dear Sir, I recently canceled my booking and have yet to receive my refund of [redacted].25 riyal back into my account ending in [redacted]. I previously received information that charges of [redacted].21 would be deducted from the total ticket price of [redacted].46. However, I am now being informed by booking.com that only [redacted] is being refunded. I am confused as to why nearly half the ticket price is being deducted. This situation is concerning as I regularly purchase tickets from your platform, and I have even booked tickets for friends as well. We have a group of approximately 50 people who rely on your services. I would appreciate it if you could look into this matter promptly to resolve the issue and ensure that I receive the correct refund amount. Thank you.

Booking number: [redacted]5 on MSC Cruises for guests Elisa and David. I need information in Spanish. On August 11, [redacted], I paid the remaining balance for this cruise. That same day, I purchased the Easy Plus Package for $[redacted].00. When I check the MSC Cruises website, I can't find the drinks package I bought. I've been trying to contact them for months without success. Everything is in English, they keep saying they will get in touch, but nothing happens. There are only 3 months left, and I have no evidence. The only proof I have is on my credit card bill. Could someone please call me at [redacted].

Hello, I am Li Tongfeng, a first-time guest who made a hotel reservation using this mobile application. The hotel in question is Hotel Chancellor in Singapore, and my email linked to the booking account on booking.com is [redacted] I modified the length of my stay before my arrival at the hotel due to a change in plans. Regrettably, the hotel informed me that they are unable to make changes since the reservation was made through a third party, advising me to get in touch with your customer service team. Currently at the hotel, my stay is only scheduled until November 8th, and I wish to have the remaining nights canceled with a refund of the corresponding amount. I kindly request a prompt response, as this matter is of great urgency to me. Sincerely, Li

Subject: Concerns Regarding Official Notification - El Carmel ([redacted]7) Hello, I am writing in response to the recent notification I received from Booking.com regarding an incident involving a guest complaint. I want to clarify that the allegations mentioned in the notification are incorrect. The incident described, where the guest accused me of indecent exposure, is a misunderstanding. I was not running around in my underwear as alleged; the guest mistook my beach shorts for underwear. Additionally, the so-called sexual comment I made was simply a compliment on her choice of attire, specifically her green dress. I assure you that my intention was not to be sexually inappropriate. As an individual who values professionalism and respect, I felt compelled to address these concerns. I appreciate my partnership with Booking.com and hope that this misunderstanding does not jeopardize our relationship. Thank you for your attention to this matter. Best regards, Gernot T.

I traveled to Columbus, Ohio for a new job that was set to start yesterday. I booked a hotel from Monday through Friday but had to return an hour and a half away to Franklin Furnace, Ohio. The hotel informed me that I couldn't get a refund directly through them and that I would need to go through booking.com. Since I'm currently out of work until my job begins in three weeks, I really need this refund as it represents all the money I have. I was unaware of the changes until I arrived there yesterday. Being a widow on a fixed income, $[redacted] is a significant amount for me. Please assist me in resolving this matter. Thank you for your help.

Name: Omar T. Email: [redacted] Phone: 00[redacted]4 I made a reservation at Parc Hotel, 60 Rue Beaunier, Paris, France. The amount of [redacted] Qatari riyals (equivalent to [redacted] euros) was deducted from my bank account, but the reservation was not confirmed. I have tried to contact you by phone multiple times, but my issue remains unresolved. Please assist me promptly as I am left without a place to stay. Thank you.

Hello, my name is Maria Fabila. I recently made a reservation through Booking.com for a one-night stay at the Rodeway Inn in San Francisco, CA, checking in on October 1 and checking out on October 2. Upon entering the room at 8 pm with my daughter, we were dismayed by the unpleasant odor and spotted black mold on the walls. The room lacked basic amenities like a coffee maker, cups for water, and even drinking water. After informing the front desk, the manager apologized but could not offer a solution. Following advice from a Booking.com customer service representative, I took photos of the issues. Given the stained sheets, I improvised with bath towels for my daughter's sleep. Concerned about security, I stayed up all night due to the flimsy door lock. Despite sending the pictures on October 4, I'm still awaiting a response from the hotel. I would appreciate any assistance regarding this matter. Thank you. Maria Fabila. [redacted].

Hello, I am Ethan Groelly. On October 25th, [redacted], I made a reservation at A&G Suites in Thira, Greece, with booking number [redacted] and secret code [redacted]. I recently realized that the hotel charged me twice. The initial payment of [redacted].93 Swiss Francs was on October 25th, with a second charge of [redacted].97 Swiss Francs on October 30th. The total amount on my booking is [redacted] Francs, excluding additional taxes, far from the [redacted] Francs I was charged. My bank confirmed this discrepancy and advised to contact you to dispute the duplicate charge. While I wish to keep my reservation, I am requesting a refund of [redacted].97 Francs for the second payment. I trust you can assist in resolving this matter promptly. Thank you.

I am reaching out again because I had a booking for my family's stay with you, and upon arrival at the hotel, I was informed that the reservation was only for two guests instead of four, which is inaccurate. I ended up having to pay an extra $[redacted] beyond your initial quote to accommodate all of us. The hotel staff claimed they need to address the discrepancy with you, although my emails clearly show the booking was for four guests, as I had arranged. This situation is causing significant frustration, and my vacation is being negatively impacted. The hotel staff member I spoke to that day insisted they are not associated with your service, even though I was able to make the reservation through your platform. I was left feeling confused and upset by the situation. I would appreciate any assistance you can provide to help resolve this issue.

Subject: Assistance Needed: Unauthorized Payment and Booking Concern Dear Booking.com Customer Service, I am writing to report a recent issue I encountered while attempting to book a room through your platform. On the 12th of November [redacted], I tried to make a reservation at Hotel Cool Mama in Brinchang, Cameron Highlands, Pahang, but encountered a problem during the payment process. Despite the transaction failing and the room being unavailable, I later discovered an unauthorized charge of RM150.00 on my bank account for this booking. Please investigate this matter urgently, arrange a refund for the unauthorized payment, and provide an explanation for this error. Additionally, I would appreciate guidance on enhancing the security of my account to prevent future occurrences. You can reach me at [[redacted]] or [[redacted]] if needed. Thank you for your prompt attention to this issue. Kind regards, [Zaileha Binti Abd Manaf]

I recently booked a hostel in Lisbon and was shocked to find bed bugs infesting my bed. The overall cleanliness of the hostel was lacking, with bugs present throughout. This poses serious health concerns for guests. Disappointed by the situation, I had to leave after only three hours and find alternative accommodation. I am curious about your policy regarding unhygienic establishments and whether any refund or assistance with the additional expenses incurred due to this issue is possible.

In early June, I reached out to Booking.com to modify the dates of 2 flights. An agent charged an extra fee to reschedule the flights, but the changes were not made the next day as promised. Despite multiple calls to customer service, I was informed that the agent's mistake couldn't be rectified, but I would be refunded. However, in the past 5 months, I haven't received any refunds despite 2 confirmation emails with incorrect amounts. Each time I call, the response is repetitive, assuring me it has been escalated, and promising email feedback within 48-72 hours, which I never receive. This situation has led to numerous calls without proper resolution. The service provided is extremely disappointing, and it seems they have no intention of refunding me for their error.

Since Monday, November 13th around 5:30 PM, I have received hundreds of fake reservation emails for a week in hotels and/or accommodations in Belgrade, Serbia! They are all fraudulent, using my identity and email without permission, with a fake VISA card. I am urgently requesting Booking.com to cancel all these fraudulent bookings immediately and to keep me informed. As of yesterday, Tuesday, November 14th, I have closed my Booking.com account and requested to be forgotten under the GDPR. No response has been received from Booking.com to date! Should I file a complaint with the Police to get things moving? I refuse to pay anything under any circumstances.