Booking.com Customer Service Issues

I had originally booked check-in on the 9th with a check-out on the 10th. However, I needed to change the booking to check-in on the 10th with a check-out on the 11th. Regrettably, I did not cancel the 9th booking, and today, when I paid for the 10th booking, I received an SMS and email stating my check-in was on the 9th. I kindly request the date to be changed to the 10th of February for check-in. I am extremely frustrated with the call center; there has been no response despite multiple attempts. What is the point of providing a call center number if there is no assistance? This will be my first and last time using this booking platform.

I made a reservation for a guesthouse expecting a room, but got a tiny house instead. Unfortunately, it's right next to a business run by a French girl, resulting in a noisy and chaotic environment. The house has stone and wooden walls with holes, making it impossible to have privacy or peace as I can hear everything around me. Despite expressing my desire to leave to the owner, I was informed it's a non-refundable booking. This means I am stuck here for the remaining five days feeling uncomfortable and unable to sleep due to the noise. Additionally, for the price of [redacted].[redacted] irp a day, I find it unacceptable to not even have proper upper sheets. Any suggestions on how to handle this situation would be greatly appreciated.

I made a reservation for a room on Marco Island through your website last night. However, after reaching out to the owner for additional details as instructed, I discovered that the location was unauthorized. I am confused as to how my credit card details were taken, a confirmation number was issued, and yet the property was not supposed to be available on your platform. Please send me an email clarifying this mistake. I am a frequent user of your site and have a registered account. The confirmation number I received for this booking is [redacted].

I encountered an issue while trying to confirm a room reservation due to my changed surname that no longer matches the name on my debit card. Previously, I was known as Robyn Daniels, and my current surname is Robyn Free, also my author name. I made this change recently to simplify my banking and personal records. To update my details, I need to align my booking.com Genius account with my new surname and debit card information. My previous email was robydani@ gmail, but I now prefer correspondence to go to my new email address. I am eager to finalize my booking with the Mini Hotel in Izmir. I can provide you with attachments of my Deed Poll document for the name change and a letter from my bank indicating the surname update for my card. All details remain the same except for my surname, email address, and the new card's expiry date and security code. Your prompt assistance in rectifying this issue is greatly appreciated. Thank you for helping me navigate this smoothly. - Robyn Free (Ms), formerly known as Ms Robyn Daniels.

I contacted a representative regarding the cancellation of my reservation at Aina Nalu for April 13-15, [redacted]. The representative instructed me to call Aina Nalu to cancel, which I did. However, I am receiving texts stating that Booking has not been informed, even though I already notified the representative. My niece, who works for a condo, assisted me in contacting Aina Nalu, and they advised me to inform Booking first. After doing so, I received confirmation (account: 7DCF856, conf #: [redacted]), but the cancellation was not processed. I attempted to cancel on Booking.com again but unintentionally made another reservation. I am waiting for a new visa card as mine was lost. I am not adept at handling such matters, hence why my niece usually helps. I seek assistance in conveying my cancellation request to Aina Nalu.

To whom it may concern, My family and I, especially my mom, Carol J., are very upset about our recent experience with your booking site. We were headed to the Florida Keys and I was searching for affordable accommodations online when I came across your ad for Banana Resort for $[redacted].00 per night. I made a reservation for Feb 5th to Feb 7th for 3 adults and 2 children in a room with 2 queen beds, totaling $[redacted].48. However, my mom later discovered that she was charged $[redacted].50 on her credit card. The next morning, she found an additional charge of $[redacted].38. This unexpected expense has caused significant stress and inconvenience for my mom. We would appreciate a prompt resolution to this matter before she travels home in 3 days. Please address this issue urgently. Thank you for your attention. Sincerely, Cory S.

I am writing regarding my booking at Suman Cottage, House No- [redacted], Nagaon Bander Baug, Alibaug, [redacted], India for January 26th to 27th, [redacted]. The reservation was made on January 25th, [redacted], with a payment of 6,[redacted]/-. I have received a debit acknowledgment from my bank and also have email evidence of the transaction. Upon arrival on the 26th, the host denied having a confirmation from booking.com and claimed no rooms were available, leaving us stranded with three babies. Despite multiple calls to customer care, no assistance was provided. After speaking with Mr. Ryan, a Senior Executive, he promised to follow up but never did, resulting in a night without accommodation. I urge booking.com to refund the full payment promptly, as this experience was extremely distressing. The booking details are as follows: Confirmation number: [redacted] GuestHouser [redacted] Booking under the name: Rachna Anand

I recently returned from a trip to Kolkata where we stayed at four different hotels. Prior to our flight back, we booked two double rooms at Treebo Hoops Hotel through your website for the night of February 6th, [redacted]. Upon arrival in the early evening, we were disappointed by the poor condition of the premises. Despite being offered different rooms, they were unclean with stained bedding, dirty towels, and overall unsatisfactory conditions. We reluctantly stayed the night due to our early morning flight, but we did not undress and did not get any sleep. During checkout, we were shocked to see staff members resting in the corridors. To avoid confrontation, Mrs. B Rothwell paid the bill with a credit card, although this experience marred our holiday. I regularly use Booking.com without issue, and I am requesting a full refund for the two rooms in line with your satisfaction guarantee. I am eager for your response. Sincerely, Andrew H.

I made a reservation at Quality Inn Clearwater, Florida for three nights, but accidentally booked it for the wrong month - I meant to book from March 19th through March 23rd. Despite pointing out the error immediately, I was told to wait 48 hours for a response. After 72 hours, the hotel informed me there was no reservation. Booking.com shows the booking as cancelled for a fee of $[redacted], yet my credit card is still charged $[redacted] without a credit. I am happy to rebook for the correct dates, paying the difference if the rate has changed, but not the original $[redacted] or the cancellation fee. Confirmation number: [redacted]. Booking under Pamela Cotter. Contact at [redacted] or email [redacted]

During our stay in Tenerife from 26-12-[redacted] for a week, we encountered several issues with the apartment. The smell of mold and damp lingered, and we noticed bugs on the kitchen worktop. Additionally, there was only one curtain in the bedroom that did not fully cover the window, compromising our privacy. The man who handed us the key, Robert, was informed of our dissatisfaction and attempted to find us an alternative unit but was unsuccessful. We felt unsafe due to a faulty bedroom window lock. Despite sending numerous emails (27 in total) with minimal response, I felt frustrated, as communication seemed robotic. The confirmation number is [redacted].[redacted].[redacted], and the pin code is [redacted] for apartment San Rafael 17 in Tenerife. The email contact is [redacted] We were compelled to relocate to a hotel at an additional cost of £[redacted]. I paid £[redacted] for the apartment and believe a refund is warranted, as even if rated 4.8, basic cleanliness should be assured. A resolution to this matter would be appreciated to ensure the properties listed are habitable and meet expectations as advertised.

I had an awful experience with Sarkar Suites in Toronto. When we arrived, we struggled to find the underground parking entrance as it was not clearly indicated. It took us 30 minutes of texting back and forth to locate it, causing a lot of frustration. The check-in process was a nightmare, taking an hour as the host was not around as agreed. Moreover, accessing the elevators from the parking area was impossible, making us carry our luggage up 4 flights of stairs to the unmarked main lobby. My wife, who has lupus, had a tough time with the stairs. We waited in the lobby for someone named Sam, but he was chatting with someone else the whole time, insensitive to our struggle. It was infuriating. We were also asked to pay an additional $30 for parking. To top it off, when checking my credit card statement, I discovered Sarkar had overcharged me by $83 for the night. Dealing with them has been a headache. This ruined our Valentine's Day celebration and our first one together as a couple. I demand a refund for the overcharge and feel our stay should have been complimentary considering the trouble we faced. The customer service is appalling, and being overcharged just adds insult to injury. I hope Booking.com can assist in resolving this issue. Ted A. Foster, MBA. Thumbs down.

I have spoken with three different front desk staff members to confirm the cancellation of a room reserved through a third-party. Despite not directly booking through Booking.com, I communicated with the front desk ladies to cancel upon learning it was a shared room. I was assured there wouldn't be a charge until my arrival in May. Upon explaining my wife's health condition, I immediately canceled the room without receiving a cancellation number. The bank can't proceed due to the third-party nature of the reservation. I have extensively emailed and communicated with the hotel about the cancellation. Despite multiple verifications of the cancellation with the front desk, the card was still charged. I urgently need a cancellation number. Please reach me at [redacted] or [redacted]. Your assistance is greatly appreciated as my priority is my wife's health given her condition. Thank you.

Dear Customer Service, I am a loyal user of Booking.com and have never encountered issues until Reservation No.[redacted] at Le Dune in Italy. I faced unexpected charges of [redacted] Euros on my credit card for supposed cleaning fees that were not outlined in the house rules. Initially, I was asked to pay 70 Euros for dirty dishes, which I found unreasonable as it was considered "damage." Shortly after, Le Dune doubled this amount and charged me [redacted] Euros, which I believe is unfair and akin to robbery. I am disappointed that both Le Dune and Booking.com have not addressed my concerns appropriately. As a long-time user, I trust that my privacy and interests should be safeguarded, and I am hopeful for a refund of the disputed charges. While I am willing to pay a reasonable fee for dish cleaning, 70 or [redacted] Euros is excessive, especially after already paying a cleaning fee. I view Booking.com as a platform that should prioritize the satisfaction and protection of both guests and service providers, but in this instance, I feel let down. Sincerely, Husein Ramić

The motel owner initially required cash for my stay and returned my deposit; however, on my next visit, she insisted on a card payment and kept the $50 deposit in case of any mess. I ensured the room was tidy before I left to get the deposit back. When I asked for it, she mentioned a delay. I suggested she take cash deposits for convenience. Over a week has passed, and when I inquired again, she accused me of inappropriate behavior and involved the police. She holds unnecessary card details despite booking.com having them, and now she refuses to return the $50 deposit. This situation appears to be unfair and deceitful on her part.

Hello, this is Andrew and Rebecca Lenon. Our booking number is [redacted] at The Lakes Resort Hotel from the 23/02/19 to the 24/02/19. Unfortunately, we were in a car accident on our way there. We contacted The Lakes, and they kindly agreed to refund our booking. I canceled through booking.com as advised. Now, I am having trouble reaching you by phone regarding the refund. Please contact me at [redacted] regarding the refund, as The Lakes has confirmed they will provide a full refund. Thank you. Kind Regards, Rebecca Lenon.

My partner and her friend were treated unfairly during their trip to Costa Teguise. Despite booking a hotel with your company expecting to stay at Playa Las Cucharas, they were placed in Tahiche Apartmentos instead. Additionally, they were informed not to expect a return transfer. This situation is unacceptable considering the amount of money they paid for this holiday. Could you please address this issue promptly? They were informed that Playa Las Cucharas no longer existed and were placed in a small room with a double bed. Your assistance in resolving this matter would be greatly appreciated. Thank you.

Hello, I made a reservation on February 24th for Club Vila Bran in Brasov, Romania. The reservation is under Laura Marcu with confirmation number: [redacted].[redacted].[redacted] and PIN code: [redacted]. I booked a family room with 30 square meters and 2 beds, intending for 1 adult and 1 child. However, the hotel notified me that I will be given a double room with only 1 bed for 2 persons instead of the family room I had selected. I would like to cancel my reservation and receive a refund due to this discrepancy. Thank you for your understanding. - Laura Marcu

Good morning, I am reaching out about my booking reference number [redacted]. The property requested additional payment claiming a discrepancy in the number of adults, despite my confirmed reservation for 9 adults. They demanded 90 euros extra on top of the [redacted].40 euros paid in advance via PayPal and the [redacted].59 euros paid in cash during check-out, which was [redacted].19 euros more. Despite my requests, they declined to provide an invoice or receipt for the additional payment. Following a conversation with the owner, Nevena, she assured me of sending the necessary documentation via email within a day, but I have yet to receive it. She is no longer responding to my messages. I seek your help in contacting the property to ensure I receive the required invoice and receipt for the cash payment made on Sunday. Thank you for your assistance. Best regards, K. Topaludi

Upon arrival at the Skegness apartment, we were disappointed to find it in a dirty condition. The front door keypad was not functioning properly, which caused a delay in accessing the apartment. Despite contacting the owner or relative multiple times starting from 2pm, we were only provided with one travel cot instead of the promised two for our children aged 8 months and 18 months. After being assured that the second travel cot would arrive by 2:30, we returned later to find the main door propped open with a plank of wood and the travel cot still missing by 5pm. Furthermore, we discovered that the bathroom light was not working, and when we brought this to their attention around 5:45, they responded rudely and unhelpfully. Being unable to tolerate the unsafe conditions and lack of proper amenities for our children, we requested a full refund, which was denied. Despite several attempts to reach out to the owner, we received no response. Due to the unacceptable circumstances, we had to seek alternative accommodation at Glendale B n M, incurring an additional cost of £[redacted]. We are seeking assistance to obtain a refund of £[redacted] and ensure that this property is not falsely advertised, as it did not meet our needs and left us in a difficult situation late at night with nowhere suitable for our children to sleep.

My family stayed at Comfort Suites Prescott Valley, booked through Booking.com. At 3:30 a.m., alarms went off due to a false child abduction report. We had to evacuate, leaving us outside in the cold for an hour. My small children were terrified and couldn't sleep afterward. The hotel refuses to refund us because of the booking platform. I believe this is unfair given the distress we faced. One of my children is now sick from exposure that night. I stayed on February 23rd and checked out on the 24th. Reservation name: ERIKA GONZALES. Thank you, ERIKA.