Booking.com Customer Service Issues

Hello, I am Marina Iomina. I purchased 5 nights at The Grand NYC Apartments through Booking in September [redacted] for $[redacted] instead of the advertised $[redacted] with booking number [redacted]. Upon arrival, I was asked to present the credit card I used for payment, which was charged three months prior. I was forced to pay $[redacted] in cash. Once in the room, the conditions were unacceptable. I requested a refund, but was told I could not get cash back due to the discounted purchase. We checked out and left. The Grand NYC Apartments deceive customers, the place is not safe and very dirty. It is impossible to lock the door from the inside. They claimed to have refunded the Booking payment but kept my $[redacted] cash. I would like to know if Booking protects my rights as a customer, verifies the hotels it advertises, and who will return my money.

I recently booked a hotel but had to cancel it due to unavailability and an incorrect listing on booking.com. I am requesting a refund promptly. Details provided below. Your hotel booking for INR [redacted] has been successfully cancelled. Dear Amrut P., We have processed the cancellation of your reservation at Ledream Villa. No further action is needed from your end. If you have any inquiries, you can contact the property at +[redacted]35. If you are eligible for a refund, it should reflect in your account within 7-12 days. Ledream Villa Location: Pondicherry, India Status: CANCELLED Contact: +[redacted]35 Please note, you may still receive automated notifications as our system updates, but your booking has been officially cancelled.

As the owner of Property Ref [redacted], I am having difficulties advancing a change of ownership request for my property listing. Despite contacting your team three times and submitting multiple versions of the contract agreement, it seems there is still missing information required. I have already shared my bank details, tax reference number, and address but keep getting asked for my tax ID whenever I resubmit the form. I would appreciate it if you could review my application promptly so that my property details can be displayed on your website. This process has been incredibly frustrating for me, especially with the delayed responses from your team and the challenge of not being able to reach Customer Services through the Extranet due to a password issue.

Hello! I made a reservation for 3 nights at Blue Mountain Resort Trillium on October 26th and promptly paid $[redacted]. After discovering a scheduling conflict with my father's medical appointment, I sought to cancel the booking. Initially, it was a confusing back-and-forth between Booking and Blue Mountain, but the cancellation was eventually processed without penalties. The uncertainty regarding the refund led me to reach out to Booking in November, but they couldn't provide a clear answer. By December, no refund had been issued, and Blue Mountain indicated I should contact Booking once more. They suggested the payment might be forfeited. I am hoping to explore the possibility of rescheduling to avoid losing $[redacted]. Based on your FAQ, changing dates seems viable for cancellations without penalties. Can you confirm this information? My confirmation number is [redacted]. Thank you for your help. Sincerely, Madelaine Steller-Cain.

I am writing to express my disappointment with your company's handling of a recent situation. During an ice storm in Pennsylvania, my husband reserved a room at a Hampton Inn through your platform for an elderly couple in desperate need. We tried to cancel the booking due to the dire circumstances, but the hotel indicated the cancellation must be processed via your service. Despite contacting you through both phone and email, we were left in the dark regarding the fee waiver request. We were reassured by the hotel that the fee would likely be waived, yet our credit card was ultimately charged. This lack of support in an emergency situation has left us dismayed. Regrettably, we will not be utilizing your services in the future and will caution others against doing so.

Dear Customer Service, I have been a loyal customer of Booking.com for several years and have always appreciated your services. Recently, I encountered an issue with a booking at ALP Lodge in Hakuba. Despite my busy travel schedule between Sydney and Tokyo, I usually rely on Booking.com to remind me of free-cancellation deadlines. Unfortunately, I missed canceling my reservation at ALP Lodge due to a last-minute change in plans. I reached out to the lodge directly, but they declined any concessions. I kindly request Booking.com to consider allowing me a free-cancellation or a partial refund for the ALP Lodge booking. This was an unforeseen emergency, and as a long-standing customer, I believe this request is reasonable. I have never faced this situation in all my years of using Booking.com and would appreciate your assistance in resolving this matter. Thank you for your understanding and support. Best regards, S.

My stay at the Hyatt Hotel in Lakeland, Florida was extremely disappointing. During our time there, we encountered multiple issues such as a shower curtain rod falling on my mom's head, dirty and stained sheets and carpets, a black-stuffed comforter, non-functioning electrical outlets, and subpar breakfast items that were not edible. The room's condition even triggered allergies in my kids, and one of them had an asthma attack. Furthermore, the hotel unexpectedly closed the pool upon our arrival without explanation, which was a significant inconvenience for our group of 8-year-old football players who had just qualified for Nationals. The behavior of the cafeteria staff was also unacceptable, with the manager refusing to provide any benefits or refund due to our booking through Booking.com. I am deeply dissatisfied with the experience and believe that the price of $[redacted].24 for this stay is exorbitant. I am seeking a refund promptly. Sincerely, Vanessa Vaz

Yesterday, I reached out for assistance and received an email stating: Dear Irina Kuzina, We are contacting you regarding reservation [redacted] at Luxury Apartment Ponte Vecchio. We apologize for any inconvenience caused and appreciate your feedback to enhance our services. We aim to resolve this promptly and will update you once we hear from the property. Please share photos depicting the issues mentioned in your complaint along with any relevant documents. We await your response. Best regards, Allan V. Booking.com Customer Service Team Despite sending the pictures, the issue remained unresolved the next day. Upon contacting, I obtained an initial 10% refund since the host was not reachable. Subsequent promises were made without a solution. Unhappy with the experience from a top booking platform, I had to find and pay for an alternative accommodation, deeming Luxury Apartment Ponte Vecchio far from luxurious. I now seek a supervisor's intervention. Thank you, Irina Kuzina

Upon arrival at the hotel last night, we were informed that rooms matching our description are only available up to the sixth floor. Therefore, we were assigned a room on the fourth floor with a view of neighboring buildings and the street below, rather than the expected New York skyline. Despite our booking clearly indicating that breakfast is included for all four guests, the hotel is only providing a $20 credit for two people, citing a maximum of $40 per room. The manager recommended contacting you as he confirmed our reservation states breakfast is included for all four guests. He mentioned that he could only approve an additional $40 credit to our room once he hears from you. With the high prices here, such as a $4 coffee and a $20 salmon and cream cheese bagel, we are already over budget by $34 on just our first day. Please respond promptly.

I received a bill from American Express with a charge from Homewood Suites, Washington DC Union Station for December 7, [redacted], totaling $[redacted].10. Despite not staying at the hotel on that date, I have been unable to reach them at [redacted]. Their voicemail isn't set up. I aim to resolve this charge first with the hotel and then with American Express. I canceled my reservation on June 5, [redacted]. My Confirmation Number is [redacted]. The email I received from booking.com confirms my canceled reservation at Homewood Suites by Hilton Washington DC NoMa Union Station, booked for December 21 to 26, [redacted]. The reservation at the hotel was successfully canceled, as per the email sent to [redacted]

We made a reservation at the Dolphin Club Hotel in Sri Lanka from December 26th to January 4th. Our booking number is [redacted]. However, our experience has been disappointing. Despite being advertised as a 4.5-star hotel, we feel it falls more in the range of a 3-star. Issues include a malfunctioning AC unit in one of the rooms, a non-working minibar fridge, a sewage smell in the bathroom that even after using half a bottle of perfume persists, a broken door knob making it difficult to open the door, and numerous stray animals on the premises, including cats at our door entrance. The spa only has one therapist for the whole hotel, which is unusual. The two on-site restaurants offer buffet-style meals exclusively and close at set times, leaving no options for other dining times. The food quality has been subpar, and our daughter even fell ill after our first meal and started vomiting. Considering these problems, we are contemplating shortening our stay and moving to a different resort of higher standards, possibly in the city like the Shangri La Colombo. Please contact us via email to assist with transferring our booking.

I reserved a room at the Manhattan in Times Square, New York, NY from Dec 30 to Jan 3. Regrettably, just after booking, my fiancé had an accident. Initially diagnosed with bruised ribs, his condition worsened over a week. A second opinion revealed three fractured ribs, requiring a longer recovery and advising against travel. I must request a refund for our hotel stay due to these unforeseen circumstances. I can provide documentation of hospital visits and medical advice if needed. Your understanding in this matter would be greatly appreciated. We had looked forward to this trip for a while and hope to reschedule it in the future. Thank you for considering our situation.

After celebrating my friend's 90th birthday on November 6th, I arranged a trip to the Kihei Bay Surf Condos on Kihei Rd. Upon arrival from Seattle, we were informed by the staff that there was no reservation under my name for the adjusted date of November 13th. Stranded with our luggage outside the condo, a kind couple approached us and offered their vacated twin beds with an adjoining bathroom as they were leaving the next day. Grateful for their generosity, we managed to arrange a comfortable flight back to Seattle through Alaska Airlines with Hawaiian Air. Herb and his wife even treated us to breakfast and a ride to the airport in their rental car. Eventually making our way back to Seattle, we were fortunate to be hosted by family before catching a short flight to Yakima. Although the lady at Kihei Bay Surf promised a refund of $[redacted].00 to my Discover card, the amount is yet to be credited. Despite my attempts to contact them, no one has responded. I regret not having the confirmation number, but the booking was made under the name Suzanne L. Richings.

I own a small hotel on Lakka Beach in Sierra Leone and would like to include its 6 rooms on Booking.com. I need guidance on incorporating the booking suite on our website. Are there additional fees for using the Booking Suite aside from the standard commission? Can you provide a simple guide or downloadable booklet on how to integrate the Booking Suite? Also, can the reservation system be accessed remotely through a password-based login since the manager is in Sierra Leone and I am in the UK?

I made reservations for two apartments at Hold on Apartments Budapest. Upon arrival on the 25th, I found issues with hot water, a broken shower, non-functional heater, and lack of Wi-Fi in both apartments [redacted] and [redacted]. Tom, the keeper, promised repairs which were delayed. After three days without a shower, cold nights without heating, and no resolved Wi-Fi, I had to resort to costly messages to keep my family informed. Despite a supposed offer of [redacted] Euros as compensation, Tom mentioned his boss didn't provide the funds and suggested writing a complaint on Booking.com. My experience fell short of the promised amenities and I am disappointed. I kindly request assistance in resolving this situation. Thank you, Hana.

Subject: Issue with Booking Confirmation No. [redacted] Hello, I recently booked a one-bedroom with a spa at Aaronlee Retreat in Mt. Tamborine, Queensland, Australia, for 3 adults for 3 nights at $[redacted]. I received a confusing last-minute email stating an additional $50 per night charge for the third person, which was not previously indicated on booking.com. I believe this may be an error or a possible scam. Kindly review my booking confirmation, clearly showing the initial rate of $[redacted] for 3 adults for 3 nights, inclusive of breakfast, with a Genius discount of around $50 already applied. I urge you to rectify this situation promptly, either by honoring the original rate or acknowledging and addressing any mistakes that may have occurred. I believe neither the manager at Aaronlee Retreat nor I should be held accountable. Please ensure that the advertised rate of $[redacted] for 3 nights for 3 adults from January 2 to 5, [redacted], stands as confirmed. I appreciate your swift attention to this matter. Thank you, Leanne J.

I recently made a reservation at Maadetil Cottages in Varkala, India, for Jan 8-13 through Booking. After providing my credit card information for the deposit, I was contacted by the hotel requesting an additional payment method for deposit. This left me feeling frustrated and confused, as it seemed like I was being asked to pay twice. I chose not to proceed with the extra payment, leading to the conversation ending. I am unsure if my booking was canceled by the hotel and am concerned about potential fees if I decide to cancel due to this situation. Despite being told I hadn't been charged a deposit by Booking, the non-refundable aspect raises doubts. I am dissatisfied with how things stand and seek clarification and assistance promptly. While I've had positive experiences with Booking, the issue of multiple deposit requests is troubling. Booking #[redacted] -K. Twain

Hello, I'm Rasheedah Fitzpatrick. I wanted to share my recent experience with hotel reservations. I canceled my booking at the Camden Hotel & Conference Center in Branson, Missouri for December 26th-29th and quickly made new reservations at the Holiday Inn Express Hotel & Suites in Minneapolis, Minnesota for the same dates. Surprisingly, I noticed a charge for one night at the Camden hotel despite the cancellation. I didn't receive a cancellation confirmation from booking.com, although the hotel doesn't appear in my booking profile. The Camden Hotel mentioned they never got the cancellation request and advised me to contact Booking.com for a refund, which is why I'm reaching out here.

I made a reservation for 1 night for 1 person, but the confirmation shows 2 rooms for 4 people instead. I followed the instructions correctly by booking for myself only. I recently got diagnosed with cancer and need to travel urgently to Bangkok. I understand if the hotel can't provide a refund, but I kindly ask for their consideration. I can provide proof of my diagnosis with the MRI scan. I require further tests like a CAT scan and colonoscopy immediately upon arrival. I will try to make it to the hotel if possible, but medical appointments might prevent me. The hospital mentioned I might be at Stage 4 already. Thank you for your assistance during this challenging time. I have been a loyal customer with numerous bookings and always choose your services exclusively. If I can't make it, perhaps the hotel can still utilize the room due to high demand. Apologies for the inconvenience, this news is very recent and unexpected.

I made a reservation at Ti Tree Resort in Port Douglas for December 28 to 30 through booking.com. Upon arrival, we were informed that the apartment had been refurbished, but the kitchen backsplash was missing. We had to request towels, and essentials like a bathroom mirror and trash bin were absent. One of the towels had holes in it, and our veranda lacked seating. Despite requesting plastic chairs, they were never provided. I have pictures as evidence of these issues. I believe I paid a premium price and did not receive the expected amenities. The information on booking.com was misleading, and I am disappointed with this experience. While I generally have had good experiences with booking.com, this particular stay fell short of expectations. Regards, Sheryl McKell.