Booking.com Customer Service Issues

During my stay at Laquinta Inn in downtown Little Rock, Arkansas, I encountered several issues. The air conditioning in the initial room didn't work, and the front desk clerk was unwelcoming when I requested a new room. The second room provided was a handicap room, smaller in size, with a broken bathroom door latch. In the third room, a suite, the TV was malfunctioning, and the AC was inadequate. Attempts to contact the front desk were met with static on the phone. The offer of one complimentary night was given, but it was later discovered that the wall unit needed replacement. When requesting a discount or additional compensation for the last night, the General Manager, Amy, responded rudely. As I overheard housekeepers gossiping about my family, they tried to pass it off as a conversation about a staff member, which I found unconvincing.

Dear Sir, Regarding Booking Number [redacted].[redacted].[redacted] and Pin Code [redacted], on May 23rd, I was informed of a Sterling [redacted].5 refund due to issues at the property. I was promised the refund within 14 days. On June 6th, Agnes confirmed the refund would be processed by the weekend. Subsequently, a customer care agent stated in an email that the refund would take 10 to 14 days from that date. I appreciate prompt payment as much as prompt payment acceptance, which seems lacking. The delay in refunding my money is concerning, especially given my history of bookings. If this delay persists beyond my upcoming August reservation, paid in full, I may have to seek services elsewhere. Yours truly, Mr. D. Tier

During my stay at Justice Hotel from the 9th to the 11th of June, I encountered plumbing issues which resulted in no water on the first day. Unfortunately, I had to resort to using a bottle of water to freshen up. This was especially inconvenient as I had an event to attend and couldn't wash my hair. The water supply was restored later, but it was only cold water and I can't shower with cold water. I requested a partial refund from Mr. Jones citing principle, explaining the inconvenience of no water and then cold water during my stay. However, Mr. Jones mentioned he needed to discuss it with his wife before deciding. I urged him to consider the matter promptly. I also highlighted that the plumber should not be paid in full for the inadequate fix. Despite my concerns, Mr. Jones has yet to confirm the refund. Booking, I seek your assistance in securing half of my money back.

I am writing with extreme disappointment regarding our recent stay at the Smart Beach Hotel. My partner, Jason W., booked this as a birthday treat for me. The actual venue differs greatly from the misleading picture provided. Situated in a filthy side street above the “Walkabout” bar/nightclub, the noise persisted until 4.00 a.m. When I raised the issue with the staff, I was informed this was normal. The room was uncomfortably hot, and opening the window was not an option due to the loud music below. The cost of the room was £[redacted].00 including a breakfast of toast or cornflakes with shared margarine, unsuitable for me as a dairy intolerant guest. Upon our departure, a sex toy was found in the bed, indicating poor cleanliness standards. This discovery was nauseating and contradicted the advertised “family friendly” environment on your website. I have been a loyal booking.com user without prior issues. This experience is unacceptable and damaging to your brand reputation. I await your prompt response. Samantha D. Tel:- [redacted]

I would like to discuss an issue I encountered while trying to confirm my reservation. I called and was informed by the person who answered the phone that there was no reservation tied to my credit card payment. When I inquired further, he abruptly ended the call. After calling back multiple times, he eventually accused me of being problematic and abruptly hung up again. I am frustrated and upset by this treatment and would like to address this issue. The poor customer service experienced reflects poorly on your establishment. Unfortunately, the only means of contact provided is through typing a message. I would appreciate a callback at [redacted].

I made a booking at Azur Paradise Hotel. I cancelled within the 4-hour window allowed on the website and received confirmation online and via email that the cancellation was accepted without any charges. This occurred on May 30th. I have now booked another hotel for my trip. However, Azur Paradise later emailed me stating they do not accept the cancellation. Now I have two bookings for two different hotels at the same destination and time. I need assistance as I have confirmation from your site that the cancellation was successful. My name is M.B. Malard. The phone number is [redacted]. The reservation number for Azur Paradise is [redacted].

I made a booking at The Pier Penthouse in Puerto de la Cruz Tenerife on June 11th for a week starting on June 17th. Despite not receiving any confirmation for several days, I made a reservation at Teneguia for the same dates. It wasn't until the 15th, after two phone inquiries and the payment being deducted from my account, that The Pier Penthouse sent a belated confirmation, which required multiple follow-up calls from my end. Consequently, I had to cancel my reservation at Teneguia last minute as they had not charged me yet, unlike The Pier Penthouse. This situation was regrettable and entirely out of my control. I find it puzzling why I did not receive a confirmation upon booking, although I was informed that there was no record of it. I would appreciate it if you could look into this matter. Thank you, A.M. Burdett.

Dear Booking.com, I need your assistance with my booking number [redacted]. I accidentally reserved the room for the wrong date and only need it for the 17th. Unfortunately, I had all my credit cards stolen, leaving me without a means to pay for the correct night. Due to my card situation, I will have to spend the night at the airport and feel it's necessary to cover the cost of the one night stay. I am also facing challenges extending my stay in Singapore due to visa issues during the holiday season in Bali. Since my funds are limited, I am staying in Bali to volunteer at a school for disabled children until my flight on July 6th. Sleeping at the airport seems to be my only option to ensure I make it back to the school on time. I appreciate your understanding and help in this situation. I am awaiting a FedEx delivery from my grandson and due to the holiday, I can only expect it on the 22nd. Thank you.

I booked reservation [redacted] at Alstad Krone Hotel Apartments in Lucerne. My account was charged on March 9th, despite the online information indicating that payment could be made later. I had intended to pay in cash. The exchange rate used resulted in higher costs than booking through alternative channels. The charge in Singapore dollars was [redacted].36 ([redacted].50). This discrepancy is misleading. Although Citibank attempted to rectify the situation with a credit on March 13th, the hotel proceeded with the payment on the 9th. Cancelling would have incurred unnecessary charges due to currency exchange rates. As a frequent user of Booking.com, I am concerned about this issue and seek clarification to determine if I should continue using your services. I look forward to your response. Kind regards, L. B. Email: [redacted]

I have encountered issues with my reservation at One More Heart NiJoJo in Japan. I made a booking with this hotel in April. Check-in was on the 5th of April, and the checkout was on the 8th. After contacting the hotel for a refund, they directed me to Booking.com. I canceled my reservation within the stipulated time but have yet to receive a refund of Y60,[redacted]. My booking information includes Coupon Code BKGC3LFD and Invoice #[redacted], under the name Leonard Cook. I am eagerly awaiting a response. Thank you. Sincerely, Leonard.

I recently made a hotel reservation in Hamburg under reservation code [redacted]. Initially, I encountered issues with one of my credit cards, but after using another one, I received a confirmation email on 17th June. Today, I received another message stating there was an issue with the card. I made the booking for my daughter, F.T., and I hope this is not causing the problem. I contacted the hotel, and they assured me that having the reservation confirmation should resolve any concerns. I am seeking confirmation to avoid any further issues; otherwise, I may explore alternative accommodations. Additionally, I am willing to proceed with the charges for the reservation as it has not been refunded. Thank you.

I was charged for a booking that I canceled on 6/16 through your app for a reservation on 6/21-23 but changed to 6/27-30 at Clarion Inn and Suites on International Drive in Orlando, Florida. I need a refund for the canceled reservation. Booking.com did inform Clarion about my change for the next week but did not mention the cancellation. I spoke with Missy from the hotel, who said I needed to contact you as part of Clarion's policy is to charge for the entire stay. Please refund the full amount of $[redacted] to my credit card. I don't see the canceled reservation on my booking list, and I have a new reservation from 6/27-30. Thank you for resolving this and sending a confirmation email once the refund is processed. I appreciate your help in resolving this matter for my upcoming visit. Thank you, Dr. Lucy H. J. Email: [redacted]

I made a booking through booking.com on June 8th for the Cumberland Hotel in Workington for a 2-night stay from June 26th to June 28th with confirmation number [redacted].[redacted].[redacted] and PIN code [redacted]. Today at 11:06 AM, I received a call from the hotel stating that all rooms were booked by a company and there isn't one available for us. The hotel requested me to cancel with you to avoid charges. I am aware of your cancellation policy that requires cancellations before June 24th to be free, but I didn't cancel; the hotel did. They mentioned booking us in another hotel that is unsuitable. I am upset that the responsibility to cancel falls on me as it should have been the hotel, especially at this late notice. Please confirm that there will be no charge to me promptly.

I made a reservation around 10 p.m. at the Ambassadors Inn and Suites for one night with another guest. Upon arrival, the clerk's attitude was unfriendly. He gave me the room key and immediately mentioned that visitors were not allowed due to the number of people he saw in my car and the visitation hours ending at 11:30 p.m. The clerk's behavior escalated as he followed me outside, racially profiling me and assuming I intended to have a party or engage in inappropriate activities in the room. This experience made me feel unwelcome and uncomfortable. The clerk's continued judgmental and negative remarks throughout the night were distressing. I am requesting a refund as we were unable to stay in the room and were asked to leave the property by the manager, who promised to discuss a refund the next morning. This situation was inconvenient and disappointing, as I only needed a place to sleep for the night.

I reserved a one-bedroom suite at Reef Retreat in Palm Cove, Queensland via booking.com for a week starting last night. However, upon arrival, the suite was not as advertised – it was dark, dingy, and unclean. The managers were unresponsive to our complaints, citing a lack of available rooms due to our late arrival. Despite being stuck for one night, we relocated to a more suitable apartment in Palm Cove the next day. The managers at Reef Retreat proved to be unhelpful and unapproachable. The room did not match the description provided on the booking.com website, lacking an ensuite bathroom, having only partial air conditioning, and missing cable TV. This disappointing experience cost us $[redacted] for just one night in an inadequate room. Sincerely, Anna Beckley.

Subject: Disappointing Experience with Booking.com I am incredibly disappointed with the services provided by booking.com. I have been trying to change the dates of my stay at The Clover Hotel in Asoke, Bangkok to July 2nd to July 5th. Although the hotel confirmed the new dates via email, despite multiple requests, booking.com has not yet finalized my booking confirmation with the hotel. This lack of response has caused the hotel reservation to time out. I am under unnecessary stress due to the lack of communication. I have reached out to your customer service representative, Ms. Claudia from Amsterdam, but the issue remains unresolved. I kindly request that you address this matter promptly and send me the confirmation so that I can check-in on July 2nd. I hope to receive a response from you soon. Thank you, Jennifer Y. H.

Dear Sir or Madam, Upon checking in at the Royal Eagle Hotel, I found myself in the smallest hotel room I have ever been in, despite reserving and paying for a different room type with air conditioning. The hotel staff mentioned that only specific rooms in the basement and lobby have air conditioning. I would like to understand my rights in relation to my reservation made through your website. I am eager to hear back from you. Thank you and best regards, Miguel Jorge

Hello! I am inquiring about renting an apartment in Toronto. The owner mentioned handling the transaction through Booking.com while being out of the country. I'm unsure if Booking.com offers such services. The owner detailed the process involving a deposit of CAD $[redacted] for the first month's rent and damage deposit. Payments would be made monthly and arrangements can be made for wire transfers or other suitable payment methods. The steps include providing personal information, depositing keys and contracts in my name at Booking, verifying legal documents, and initiating shipping. Upon receiving the package and inspecting the apartment, I would contact Booking within 5 days to confirm if I will proceed with the rental or not. This process involves three parties: the owner, myself, and Booking as the intermediary. Please confirm your availability of funds and send me the required information. Thank you, Dr. James Ravida

I have a reservation at the Premier Copacabana hotel from today, June 28th, [redacted], until July 10th, [redacted], with booking number: [redacted].[redacted].[redacted]. Unfortunately, my flight on June 27th, [redacted], with Royal Air Maroc, flight AT947, was delayed. Due to this flight delay, I was unable to board on the same day to Rio de Janeiro. I was supposed to arrive on the 27th, but the airline will now have me arrive on the 29th, accommodating me in Casablanca for two nights. My issue is that on the 28th, my girlfriend is arriving at the hotel from Manaus. Therefore, I kindly request that you authorize the hotel to accommodate Ms. Q. Costa and proceed with the payment for the stay on my behalf, as I have already provided my details. Alternatively, if you could wait for me to arrive on the 29th to finalize everything. Thank you for your assistance, and I look forward to your prompt response. L. Parisato

I was disappointed with the Rossio’s Flat by Feels Like Home in Lisbon, Portugal. Despite being promised WiFi, there was none due to the owner not paying. The rugs were dirty, the 2nd floor staircase had no lights, causing me to fall, and there was mold in the shower. Only 2 half rolls of toilet paper were provided for the entire stay. The noise from roadworks was disruptive, lasting through the nights until intervention. A helpful service rep did try to assist, but the refund process was inconvenient and required an in-person visit that we couldn't manage. Overall, the experience was below expectations, and I was dissatisfied with the accommodations. I hope future renters have a better experience at other properties managed by this company.