Booking.com Customer Service Issues

I have reserved a room with Hotel Asia in Cox's Bazar, Bangladesh, from February 28th to March 21st. The confirmation number is [redacted]. My name is Colin Bricknell. I have repeatedly inquired about the extra charges for air conditioning, towels, and sheets. The information regarding additional fees for air conditioning is located at the end of the booking site, which is frustrating. I seek clarification on whether the air conditioning is included in the quoted price. Additionally, the city tax is stated as inclusive, but the VAT tax of 15% is not. I have requested the hotel to email me all the details I have raised. It seems the hotel prefers to disclose additional fees upon arrival, contrary to my preference of knowing the full cost upfront, including extra charges for towels and sheets. I am unable to reach the hotel directly, hence I require written clarification before my trip to Bangladesh to avoid unexpected demands for more money. I appreciate your assistance in resolving this issue promptly. Thank you, Colin Bricknell.

Hello, I made a reservation for New Year’s Eve at Bella Apartments Southbank for 5 people. Upon arrival, my husband and I were given two keys, and the reception left a key for the other 3 friends. The booking cost $[redacted].10 for one night. While there was a cheaper two-bedroom apartment for $[redacted] for 4 people, I booked the more expensive 5-person apartment. Later, we discovered there was no bedding for the sofa bed. The reception claimed the booking was for 4 people, not 5. Despite explaining that I paid $[redacted].10 for 5 people, they promised to find a roller bed but never did. My husband ended up sleeping uncomfortably on a small couch. When I spoke to Silvana the manager the next morning, she directed me to contact bookings.com. I felt it was unfair as Bella Apartments took our money, and I expected better service. Silvana mentioned she would speak to her supervisor but I never received an update. I have used booking.com before without any issues. It's disappointing to have paid more for a room that only accommodated 4 people when I could have saved $[redacted] for the same room for 4 people. I confirmed the booking directly with Bella Apartments, so I feel let down. Can someone assist with this matter? Thank you, Michelle

I made a reservation at Estelar Apartments on Bellavista in Lima, Peru from January 3-9. Upon checking my booking on booking.com, I noticed an extra room was added without my knowledge. I tried to cancel the second room on December 31 without penalty, but was told by booking.com to contact the property. Today, the property informed me to cancel through booking.com, with a $[redacted] charge. I am requesting the cancellation of the second room with no fee, as I did not intend to book two rooms. Please confirm the first room is still booked and only cancel the unintended second room through booking.com. I have never encountered this issue with booking.com before and expect a swift resolution.

I made a booking at Queen Elizabeth Hostel in London for 4 days but later found out they have an age restriction from 18 to 40, while I am 68. I called to ask for an exception, but they advised me to cancel. I assumed I would get a full refund. I visited the hostel in person, but they haven't responded. I then booked 2 days at The Crown through booking.com. I am trying to get a refund for the original booking. Your help is appreciated. - Nicos Nicola

I made a reservation via booking.com for the Happy Rhino Hotel in Loop Street, Cape Town, checking in on December 21st and checking out on Sunday, December 23rd. Unfortunately, upon arrival, we were dissatisfied with the small, dirty room lacking wardrobe space. The windows were obstructed with cement and construction debris, causing a strong smell of paint and rubble. Due to my sinus and asthma conditions, this was unacceptable. Furthermore, the absence of parking led us to seek alternative accommodation at the Fountain Hotel for the same price, also booked through Booking.com. The misleading online images of the Happy Rhino Hotel were disappointing. Kindly process a refund of R1650.00 promptly. Despite numerous attempts to contact both Booking.com and the Happy Rhino Hotel via phone and email without success, if a refund is not issued, we will escalate the matter further and bring this experience to light. Thank you. - Irene K. [redacted].

Dear Sir, I made a booking on Booking.com (Booking No. [redacted].[redacted].[redacted]) for a two-night stay at the Henry VIII Hotel in London. My check-in date is the 15th of January and check-out on the 17th of January. I paid Rs 13,[redacted] (GBP [redacted]). I noticed that on your website, the same booking is now available for Rs 10,[redacted] (GBP [redacted]). I am disappointed to see the lower price now as I booked earlier for a higher amount. I would appreciate if you could adjust my booking to the current price. I didn't expect this kind of pricing change from a company that claims to offer the best rates. Please respond to my concern and make the necessary changes. Thank you.

Subject: Adjustment Request for Booking Confirmation No. [redacted] I recently made a reservation at Holiday Inn Express for March 7-9 using your services. I specifically asked for a walk-in shower. However, upon checking the confirmation I received, I noticed that we were booked into an accessible room. It seems an assumption was made about our needs without this being communicated. Please update the confirmation to reflect that we require a standard room, as we are not in need of an accessible one. Thank you for your attention to this matter.

Booking Reference Number: [redacted] I made a reservation at Ferra Premier JG for a 2-bedroom loft for 3 days and 2 nights, but upon arrival, I was given a one-bedroom suite instead. I am requesting a refund since I paid for a 2-bedroom loft. I am extremely disappointed as this trip was planned for my parents' anniversary. The hotel staff mentioned that the reservation for the 2-bedroom loft type made through booking.com did not reflect in their system. This is confusing, considering I received a confirmation and my credit card was charged for the loft room.

I have a hotel booking from Thursday, January 24, [redacted], to Thursday, February 14, [redacted]. I would like to adjust my check-out date to February 7. Tomorrow is the last day for free changes, but the website is not letting me make the modification. After contacting customer service, I received an automated response that they are working on resolving my issue, but it has been three days now with no solution. I just want my change to be processed and confirmed. The hotel is willing to accommodate the change, but they insist it must be done through booking.com.

I booked a room at Hilton Garden Inn San Francisco Oakland Bay Bridge for my Vice Chancellor with confirmation number [redacted], who had a work trip to UC Berkeley. I used my credit card to make the booking. Unfortunately, the trip got cancelled, and I later discovered that the booking is non-refundable. I am worried that the charge has been made to my credit card, which is a significant amount for me as a senior citizen. I am feeling distressed by this situation, as the booking was made for my Vice Chancellor, and now I am liable for the penalty. Normally, I use Booking.com for my international hotel reservations. I am sincerely requesting assistance in resolving this matter without any financial penalty. I am looking forward to your response. Thank you. Best regards, K. Singh

Subject: Room Disappointment I am currently staying in a room where the window has been blocked, making it dark even during the day. The room is small, stuffy, and has noisy radiators, affecting our sleep quality. The lack of natural light is disheartening, and despite speaking to the manager about changing rooms, there are no alternatives available. We have five days left in this gloomy room, which was not disclosed before booking. I am hopeful to switch rooms to salvage the remaining days of our holiday; however, if this is not feasible, a refund would be appreciated. Thank you, Diana P.

Dear Customer Service, I have been a loyal customer of booking.com for over 4 years, relying on your services for my accommodation needs. Recently, I encountered a discrepancy in pricing during a reservation process that has left me feeling disappointed and frustrated. When booking a stay at Umito Nakama in Okinawa for 2 nights, the initial price displayed for 3 rooms for 2 nights was TWD12,[redacted], inclusive of all taxes and expenses. However, upon proceeding to the next step, the price changed to TWD16,[redacted]. Confused by this sudden increase, I contacted booking.com Taiwan for clarification. Throughout my interaction with four customer service officers, I felt that their responses were unhelpful and dismissive. I believe that customer service should strive to address and resolve issues rather than telling customers that they can do nothing. As a service and price provider, booking.com should take responsibility for honoring the prices displayed to customers during bookings. I urge you to look into this matter and ensure that the price discrepancy is rectified to reflect the originally advertised price of TWD12,[redacted] for my booking at Umito Nakama. Clear communication and transparency are essential in maintaining customer trust and satisfaction. Thank you for your attention and assistance. Sincerely, Laura

Dear Sir, My name is L.K. I made a room reservation at Apartments Puccini in Florence for the period of 24th to 28th August [redacted] through Booking.com. Even though the cancellation was supposed to be free, I was charged the full amount of [redacted] euros after I cancelled the reservation (cancellation confirmation number: [redacted]). According to the information provided by Apartments Puccini, any charges post-cancellation will be refunded with a delay of around 30 days, depending on the card used. After four months and two emails to the hotel, I have not received any refund or responses to my inquiries. I have previously had no issues using Booking.com, and I hope for assistance in resolving this matter and obtaining a refund. The hotel's behavior in disregarding their own cancellation policy is concerning. Thank you for your attention, and any help in recovering my money would be greatly appreciated. Best regards

I recently contacted booking.com about my experience at a hotel in Thailand. My partner and I felt uncomfortable staying at a Muslim-run hotel, as we were not aware of this when booking. We did not feel at ease showing affection towards each other in this environment, which affected our trip negatively. Although the information was in the 'fine print' section of the listing, we believe it should have been more prominent. We decided to leave and requested a partial refund, but the hotel declined due to their policies. Booking.com noted our concerns and will work on improving how such information is presented on their site. We appreciate their response but wish for a different outcome. Thank you for your attention to this matter. - Robbie Wilton Dear Robbie Wilton, I am Vaida from Booking.com Customer Service. I attempted to discuss your reservation at Ao Nang Phu Pi Maan Resort & Spa, but was unable to reach you. We have shared your feedback with the hotel and will work on improving how information is displayed on our website. The property's Muslim-run status and no-alcohol policy are provided in the fine print and confirmation email. We have relayed your cancellation request, but the hotel cannot accommodate it based on their policies. We value your feedback to enhance both the property's standards and our services. Please reach out if you need further assistance. - Vaida I., Booking.com Customer Service Team

I made a booking at Hotel Royal Palace in Mount Abu through your website with Booking ID [redacted].[redacted].[redacted]. I canceled it within the allowable period and received confirmation. There was no booking made with ID [redacted].[redacted].[redacted] as mentioned in the email. Neither have I received any emails from booking.com regarding such a booking. Property's claim of receiving a booking with ID [redacted].[redacted].[redacted] is unknown to us. Our credit card was charged by booking.com without permission. The dates mentioned in the trail email do not align with the credit card charge date, indicating an unauthorized action by booking.com. The customer care's response has been unsatisfactory, directing us to contact the property. Please reverse the unauthorized payment promptly, or we will escalate the issue to our bank and relevant authorities. Thank you.

Subject: Complaint about Recent Stay at 1 Water Street Hotel, Liverpool I am writing to address several complaints regarding my recent stay at 1 Water Street Hotel in Liverpool. Upon arrival, I noticed a large section of damp on the internal wall in the living area, which was not suitable for placing the sofa bed under, especially as two people in our group have asthma. Despite informing reception about the issue, it was not adequately resolved. Additionally, the TV remote was not working, and even though new batteries were provided, the remote was incompatible with the television set, resulting in us not being able to use it throughout our stay. Moreover, there was no hot water in the shower despite the heating being on, causing all seven of us to have cold showers. Multiple attempts to contact reception, including leaving voice messages, went unanswered. Overall, our experience was disappointing, and I am requesting a full refund as we did not enjoy our stay and have no intention of returning. Please contact me at [redacted] to discuss this matter further. Sincerely, Lyam Nichol

I contacted Domio in San Diego this morning regarding my 28-day rental at [redacted] Jewell Street, San Diego. I located the thermostat switch but the heating mechanism is loud and disrupted my sleep. Are earplugs provided for this reason? Can you supply additional dish towels and a bathroom rug? The apartment lacks cleanliness and furnishings, particularly a rug in the living room and appropriately sized pots in the kitchen. I have documented these issues with photos. For the premium price, I believe it should be your responsibility to ensure better conditions. Please address these concerns promptly. Thank you, Jane O’Neil.

Hi Team, I was advised by my friends that booking through booking.com is the safest way to book hotels. However, my recent experience has left me unsure. I booked a two-day stay at Misty Cove Inn but upon contacting the hotel, I was informed that online bookings were under maintenance and they had not received any confirmation from Booking.com. Customer care attempted to reach the hotel but received no response. They assured me that if the hotel did not respond to their email within 2 hours, they would arrange an alternative hotel at the same price, with booking.com covering any extra costs. I made reservations for two days with the following confirmation numbers: Confirmation Number 1: [redacted] (2nd Feb-3rd Feb) Confirmation Number 2: [redacted] (3rd Feb-4th Feb) I have recorded the call for proof and can provide it if necessary. Please assist in booking a hotel for 13 people in 5 rooms swiftly if there are any issues with Misty Cove Inn. Your prompt resolution would be greatly appreciated. Thanks & Regards

Help Needed With Hotel Reservation Issue We encountered a problem with our reservation at Hotel El Bosque in Monteverdi, Costa Rica. Despite confirming our booking the day before, upon arrival, we were informed the hotel was oversold for the night. The alternative accommodation provided was unsuitable, especially for two 75-year-old guests like us. We were initially told to pay $45 for a hostel-like place, and later, we were offered another room at $60, lacking the amenities we desired at Hotel El Bosque. The staff assured us we could return the following night at no charge, but our plans for the day were disrupted. We had to spend extra on taxis and couldn't enjoy the activities we had planned. We seek assistance from Booking.com to ensure a smooth check-in tomorrow, have our bags at the hotel upon return, reimbursement for all taxi expenses, including the transportation cost from San Ramon, and information regarding the overbooking responsible party. It is disappointing, and we hope Booking.com can help resolve this as we have trusted the platform for bookings in the past.

Hello, I encountered some issues with my reservation at Swissotel Al Maqam. I booked a 2-3 day stay for 3 adults and 2 children with the breakfast package. However, upon confirming the reservation and inquiring via phone, I was informed they could only provide 3 beds for us. This poses a problem as we require 5 beds to accommodate all of us, including my disabled mother. Furthermore, I was shocked to hear that they are denying breakfast to children, stating only adults are entitled to it. This contradicts the inclusive breakfast package I booked. It is unacceptable to exclude the kids from the meal as advertised. During my conversation with the hotel staff, they insisted on this policy and redirected me to contact booking.com regarding the issue. This back and forth was frustrating and led to additional international call charges. I urgently need this matter resolved: 1. Ensure beds for all guests. 2. Confirm breakfast inclusion for children. I appreciate a prompt resolution within 24 hours.