Booking.com Customer Service Issues

I would like assistance regarding a booking I made at Le Mouton Blanc in Le Mont Saint Michel, France for check-in on June 11th, [redacted], and check-out on June 12th, [redacted]. This booking is non-refundable, but due to a misunderstanding about the location, we need to potentially change it by one day without financial penalty. After contacting booking.com, they said they would inquire with the accommodation regarding a possible change. However, the accommodation insists we must go through booking.com to request any modifications. We are confused about the process and seek clarification. It's important for us to avoid financial loss as retirees on a tight budget. If changing the booking without cost is not possible, we will adapt to the situation. Thank you, Lynne & Phil from Australia.

The booking did not meet our expectations. The pictures on the website do not accurately represent the room we received. We only got 2 towels for a family of 4, no dishwashers, limited charging outlets, no WiFi as advertised, uncomfortable mattress beds, and expensive parking. We are not satisfied with the room and are hoping to cancel the next 2 days of our stay. We would like to make alternative arrangements for today as it is last minute. We previously had a pleasant stay booked through your website for the dates 26-28 with confirmation number [redacted]. My booking reference is [redacted].

I made a reservation for my wife and my 40th anniversary, but I entered the wrong dates. When I tried to use my reservation number and pin, they couldn't locate it. The customer service agent I spoke with was rude, unhelpful, and even hung up on me, claiming the phone number I provided didn't match their records. Currently, I have a reservation for the incorrect month and have been on hold for an extended period of time. My wife had to leave for work, and the reservation is in her name. I was also told there's only one room left for Memorial Day weekend, which falls on our anniversary date of 5/26/[redacted]. The reservation number I provided was [redacted]0 with pin [redacted], but they were unable to find it.

I was browsing different websites and mistakenly saved a booking with a competitor, thinking it was your site. Unfortunately, I lost the details when I cleared my cookies. The trip I intended to book was for May 7th - 14th from YVR to Cancun, staying at Bahia Principe Coba or Tulum, totaling $[redacted].80 for 2 people. The flight itinerary was with United Airlines, Flight [redacted] departing YVR at 6:15 am and Flight [redacted] arriving in Cancun at 6:45 pm. The return was Flight [redacted] departing Cancun at 1:45 pm and United Airlines Flight [redacted] arriving at YVR at 9:25 pm. I am hoping to secure this deal through your website. I tried to call but couldn't get through. Urgency is crucial. Thank you, DJ.

I was comparing different websites and mistook yours for the competitor, Bookit. I had put together all the details for my trip and saved it to book later after clearing snow outside. When I returned to book, the itinerary was gone from my bookmarks despite saving the airline details. I tried clearing cookies but couldn't recover it. The trip is for May 7th - 14th from YVR to Cancun, staying at Bahia Principe Coba or Tulum for a total of $[redacted].80 for 2. The flights were United Airlines [redacted] leaving YVR at 6:15 am - Flight [redacted], arriving in Cancun at 6:45 pm, and the return was Flight [redacted] at 1:45 pm - United Airlines [redacted], arriving in YVR at 9:25 pm. I hope you can offer me the same deal so I can book with you. I tried calling but the line was busy. Time is of the essence. Thank you, DJ.

I made a booking at Protea Hotel by Marriott Transit O.R. Tambo Airport in South Africa for my wife with confirmation number [redacted]. After realizing the distinction between a transit hotel and an airport hotel, it turns out my wife cannot stay there as her final destination is Johannesburg. I requested a refund on the website upon learning about the transit hotel regulations. The email confirmed that my refund request was sent to the hotel. Despite contacting them, the hotel claims they have not received any cancellation request or the ability to refund the payment through Booking.com. They acknowledge the situation and agree on the refund due to the transit rules. As a loyal Booking.com customer [redacted], I request assistance with resolving this matter promptly.

To Whom It May Concern, Regarding our recent stay at The Duckeries Hotel in Blackpool from Saturday, February 23rd to Tuesday, February 26th, I would like to file a formal complaint. The hotel seems to be falsely advertising its facilities using reviews from its previous owners. Upon arrival, the new owner, a young man in a football kit, mentioned that the establishment had only been open for a week. Unfortunately, our room was in poor condition, with dust everywhere, a broken toilet seat, a loose blind, and stained bedding. Additionally, there were maintenance issues such as the unsecured toilet and the ceiling in the shower showing electrical wires. Despite claiming to be a non-smoking hotel, my wife experienced an asthma attack due to smoke being sprayed in the hallways by other guests. The noise levels were excessive, with disturbances from neighboring rooms until 4 a.m. The advertised amenities like free parking, a bar, Wi-Fi, and evening meals were unavailable. We had to find alternative accommodation due to these issues. I booked through your platform and can provide photos as evidence. Best regards, [redacted]

Dear Customer Service, I'm reaching out in regard to reference number 1[redacted]01 about my recent stay at Duckeries Hotel in Blackpool from Saturday, February 23rd to Tuesday, February 26th. I have a formal complaint about the misleading information on the hotel's amenities on the booking website. Upon arrival, the hotel was not as advertised. The room assigned to us was in poor condition with dust, a broken toilet seat, a falling shower ceiling, and a dirty mattress. Despite being a non-smoking hotel, there was a strong smell of smoke throughout. Additionally, essential services like meals, Wi-Fi, and parking were not available as promised on the website. The noise from adjacent rooms disrupted our sleep, and the lack of response from the management was disappointing. My wife's health was impacted due to the conditions, leading us to leave the hotel prematurely. I had to book another hotel at my own expense, which tarnished our weekend getaway. I request compensation for the inconvenience caused and urge you to investigate the hotel's standards for future guests. Thank you.

I booked a stay through Booking.com at Hotel Annapolis in Annapolis, Maryland for today, March 4, [redacted]. Our reservation (Booking.com confirmation#-[redacted]) was for four adults and one 12-year-old child, totaling $[redacted].69 plus a $23 parking fee. Upon arrival, the hotel offered us a room with two double beds but no additional sleeping arrangements. Despite showing the confirmation email listing the child, they claimed it was for four adults only. Discussing this with Booking.com customer service, I was offered 25 Euros as compensation for the inconvenience. However, this did not cover the nearly $[redacted] cost for the room or address the issue of inadequate sleeping space. Following further negotiation, they offered a 20% discount on the room, approximately 27 Euros, which I declined. Requesting a resolution as the current situation does not align with the booking made. Thank you.

I recently made a booking for accommodation at Bellardoo in Mooloolaba. I am extremely disappointed by the room I was given, as it does not match what I saw on Booking.com. Additionally, the air conditioner in the main bedroom is not working, and we received a notice for pest control which requires us to vacate the unit. We were also informed that we have too much stuff despite having four people staying for a two-week triathlon event. The garage allocated to us has a broken door, making it accessible to anyone. When unloading our belongings, the manager humiliated and intimidated my son, and later contacted me about the parking situation. As a chronic asthmatic and with my daughter suffering from panic attacks, I am deeply concerned about the pest control issue and its impact on our health. I urgently request a refund to move to another apartment in Mooloolaba tomorrow as I refuse to endure these conditions during our holiday. Please address this matter promptly.

I have encountered numerous issues with my booking and stay here. There were baby roaches in our room that we disposed of, and a disruptive individual yelling about harming himself in a nearby room over the weekend. The front desk's response was insufficient, and this morning I found my cabinet mirror dislodged due to construction noise from the floor above, along with at least one bed bug in my bed - pictures are available. I urgently require alternate accommodations and a partial refund to secure a safer and cleaner residence, as I recently relocated to San Francisco for work. I am eager to check out promptly once necessary arrangements are made. Thank you for your assistance.

I made reservations for a hotel a few weeks ago for March 7-8th. Upon checking in at 5:30pm and briefly dropping off our things, we discovered stains on the bed sheets, walls, and floor, along with black mold in the bathroom at a distressing 1:30am return. Steve/Steven at the front desk was dismissive, claiming the mold was ink. Despite our objections, he refused any assistance, citing all rooms were booked for the night. After requesting a refund due to health concerns, he cited an unposted "3-minute rule," only later switching our room. It quickly became obvious this new room was in worse condition, with more stains, mold, and an unpleasant smell that caused physical discomfort and headaches. We felt mistreated and disappointed, ultimately leaving the hotel due to the poor conditions. I seek a refund or compensation for this unacceptable experience and the impact it had on our health and well-being.

I made a reservation at a hotel in Virginia Beach after seeing decent photos online matching the price. However, upon checking in at 5pm, we were shocked by the state of the room. It was disgustingly dirty with dust, stains on furniture and linens, peeling drywall, and heavily stained carpet. To top it off, there was mold and wood rot under the sink where I was looking for soap. This is not suitable as I am staying with my granddaughter and 8-year-old great granddaughter. I need to discuss these serious health concerns with the management as soon as possible. Thank you for addressing this promptly.

On February 28th, I made a reservation for Hotel La Villa Degli Argentieri in Italy using confirmation number [redacted] and pin code [redacted]. Upon realizing my error in booking a non-refundable room, I contacted Booking.com right away to rectify it due to my mother's health concerns. Despite attempts to change the status to refundable and numerous calls and emails, the hotel remained unresponsive and even rejected my requests. After facing difficulties communicating with the hotel manager, which led to unsettling interactions, I sought assistance from Booking.com, particularly from a supervisor named Sum. Despite assurances, I have not received any updates from him for the past three days. The situation has caused me distress and fear, making me reluctant to keep the reservation at the hotel. I am in need of guidance on how to proceed and secure a refund for the $[redacted] paid for the three-night stay. Your support in resolving this matter would be greatly appreciated.

My 20-year-old daughter prepaid and booked a room through the website. She arrived at the property at 12:30 am after a long day at work and a 4-hour drive, only to be informed that she couldn't have a room due to overbooking by the website. Now she has to attempt to drive back home nearly [redacted] miles away because her funds are tied up! I waited on hold for an hour only to be disconnected by customer service at the website. This situation is absolutely unacceptable.

I reserved a dog-friendly hotel through Booking.com, but when I arrived, I was informed that they only allow one dog at a time and the dates I selected already had a dog staying there. Despite their policy of no refunds, Booking.com promised reimbursement due to our long-standing relationship. However, I have not received any updates since then. This issue arose around 21st-23rd February, and we discussed it a couple of days prior. Any assistance would be greatly appreciated. Trevor Woodward.

Upon my arrival, I was met with an unwelcoming odor in room [redacted]. Despite changing the sheets, the uncomfortable scent persisted. During my restless night, I had to relocate due to a overflowing toilet. Dealing with both night and day desk attendants was disappointing due to their disrespectful and condescending attitudes. I felt belittled by these "professionals" and seek a prompt resolution. I request that the supervisors address the behavior of the attendants promptly. I have limited information on the attendants, but they work during the first and third shifts. If this matter is not resolved promptly, I will take my business elsewhere. I frequent this establishment weekly and will share my negative experience on various platforms to warn others.

Hello, I'm Mark P. I made a hotel reservation in Medellin, Colombia with my friend Mason M. through booking.com. Our confirmation number is [redacted]. I've attempted to contact the hotel thrice to inform them that our arrival will be late on March 9th, but they have disconnected the call each time. We're scheduled to arrive around 11:30 PM, possibly later depending on our flight. The hotel we booked is Hotel Lomas 10. I would appreciate any assistance you can provide to ensure our reservation is intact and our rooms await us upon our late arrival tonight.

I made a reservation for a 1 bedroom apartment in Indiranagar, Bangalore, using the Booking.com app. Last night, I received a call from a foreigner demanding immediate payment, so I used my card to pay. This afternoon, the hotel contacted me to say they couldn't honor the booking due to issues with Booking.com. Despite having paid, I insisted on my room. Exhausted upon arrival in Bangalore at 8 pm, I struggled with the location as the apartment's name wasn't displayed. After 3 hours of searching, hungry and tired, I couldn't reach anyone for help. Feeling like a victim of fraud, I eventually sought refuge with some relatives. It's disheartening when people toy with your time and money.

I recently made a booking online for a 1-bedroom in Indiranagar, Bangalore. However, after receiving a call from a foreigner threatening to cancel my reservation if I didn't pay immediately, I paid with my card. The next day, the hotel informed me they couldn't honor the booking due to issues with the website. Despite my payment, they initially refused but I insisted. Upon arrival in Bangalore, I encountered difficulty finding the location as the map stopped at the 13th cross, making it impossible to locate the apartment. After searching for 3 hours and asking around, I was unable to find the place. I feel cheated and disappointed by this experience, and I urge you to refund my payment of [redacted]. This situation has left me feeling vulnerable to online scams, and I hope appropriate action is taken to rectify this situation. Sincerely, Dr. Savitha