Booking.com Customer Service Issues

I made a reservation for a room through the website, but the property was a huge disappointment. After canceling my booking, I had to find a different hotel. I am disheartened by the standards upheld by booking.com. The property I booked was the most run-down and disgusting place I've ever encountered. I believe booking.com should have stricter criteria for the hosts they feature on their site. I learned a lesson about being more cautious, especially after realizing there were no accessible features for wheelchair users, as I had inquired about this. The property lacked proper signage, and I felt unsafe, prompting me to swiftly cancel my reservation. While a partial refund was issued, I expect a full refund. As a frequent booking.com user, I am greatly disappointed and may consider deleting the app from my phone. Thank you.

I made a booking for a 6-night stay at Windmill Suites in Surprise, AZ via booking.com. Despite receiving a confirmation with the necessary details, upon arrival, Windmill Suites had no record of our reservation. I spoke with Hannah from booking.com, who informed me that the only available option was Baymont Inn & Suites in Phoenix, 23 miles away. We reluctantly accepted the alternative, but upon checking in at Baymont Inn, we found the accommodations to be below our expectations with minimal amenities. We would like booking.com to assist us in relocating to a more suitable hotel in Goodyear, Surprise, or Buckeye, AZ to be closer to our original destination. It is crucial that this transition takes place by Monday, 3/11.

Reservation Number: ‭[redacted]‬ Y. Zapata 03/09/[redacted] Howard Johnson by Wyndham Romulus Detroit Metro Airport Hello, I made a reservation for two rooms on the 9th of March at the Howard Johnson by Wyndham Romulus Detroit Metro Airport hotel. Upon landing at 12:08 a.m., I was notified via email about a credit card issue that needed to be addressed within 48 hours to keep the booking active. Unfortunately, upon arrival at the hotel about an hour later, I was informed that only one room was available due to a payment error through booking. The hotel recommended sleeping on a small sofa or finding accommodation elsewhere. Ultimately, we ended up booking a room at another hotel, which took until 3 a.m. to sort out. We are seeking a full refund for the alternate hotel we had to book that same night (RodeInn). Thank you for your understanding, and we look forward to hearing from you soon.

Upon arriving at Robert Riverwalk hotel for my reservation on March 8th, I was assigned room [redacted]. However, the room was far from acceptable. The comforters on the beds were stained with body fluids, the carpet was dirty and smelled musty, and the fire alarm seemed broken. The wall opposite the door had food splattered on it, the bathroom was unkempt with hair in the sink and a dirty bathtub. Additionally, there was an unlocked door leading to utility spaces. Appalled, I immediately returned to the front desk to request a refund. The staff member, Lavell, initiated the refund process without asking for details and offered an alternative room, which I declined due to the unsatisfactory conditions. I am adamant about receiving a full refund as the state of the room was appalling, forcing us to not stay at the hotel.

I want to report my recent stay at the SUPER 8 BY Wyndham San Diego Hotel Circle. Upon check-in, my experience was disappointing due to a smelly room and cockroaches. Additionally, the receptionist was unfriendly, making me feel unsafe. I contacted Booking.com and spoke with Luke and Jelly before promptly checking out. We found Harborview Inn & Suites much better, with a welcoming environment and cleanliness. As a Booking.com user since [redacted], I was let down by the Super 8 Circle Hotel. I can only be reached via phone at [redacted] while using my South African email [redacted] Our previous reservation number was [redacted] with Pin [redacted]. I request a full refund as we had to pay for the new hotel ourselves. I will provide photos later, but unfortunately, they won't show the smell or the cockroaches. Your prompt assistance in resolving this matter is greatly appreciated. Sincerely, Esme Cawood.

I recently submitted a report expressing my dissatisfaction with the handling of my situation. After gaining more clarity on the issue, I realize that both Sakim and Mathew did their best. The main problem stemmed from Sleep Tight Florence's strict cancellation policy. It seems that there may have been a misunderstanding on my part as well, as I mistakenly thought I was booking a reservation in Florence, Oregon. Communication with the owner was challenging due to language barriers, which may have contributed to the confusion. Despite the costly error, I appreciate the efforts made to assist me. Thank you for your assistance. - Jan

I made a reservation at the Corner House Gatwick for January 23, [redacted], and paid in full. I later canceled the booking. The hotel now claims I have two bookings with one still active. I cannot see the second booking to cancel it and receive my refund. Could you please cancel both bookings if there is another one? The hotel won't refund me until all bookings are canceled. Thank you.

I booked a hotel room at Hotel Canova on 13/2/19 under the name Malcolm Theuma. When I tried to make another booking on 21/2/19, the system kept prompting me to cancel the previous one with booking number [redacted]. Upon arrival, Stefano at Canova refused to acknowledge my pre-paid booking and insisted I had two reservations under my name, making me pay for both rooms. Despite not receiving a confirmation from Corinne Farrugia, I was provided with booking number [redacted] for two people in separate rooms. Stefano mentioned only using Booking.com, not recognizing my booking through another site. I requested a refund for the duplicate booking since I never received a second confirmation on 21/2/19. The hotel was unaware of the situation in advance, and I seek a refund for one of the rooms.

I am Tammy P. I contacted the Houston, TX hotel, but they couldn't help me. I had a meeting on Friday, Mar. 15 that got canceled, and I am trying to reschedule it for Monday, April 1. I am willing to pay the cancellation fee of $67 plus tax but would appreciate a partial credit from booking.com for my next stay at the same hotel. Please contact me by email or phone at home. I plan to check in on Sunday, March 31, at 3:00 p.m. and check out on April 1 at 12:00 p.m. I have used this website before to book a hotel in January. Thank you for your help with this.

I am disappointed with my recent experience using booking.com. I have been a loyal customer for years but encountered a significant issue during my last booking. I reserved a private room for 2 nights at India House Hostel. Upon arrival at 1am, I was informed by the reception that my reservation did not appear in their system, despite having a confirmation from booking.com. The hostel confirmed that there were no available rooms as they had been affected by multiple booking errors in March. After being left without accommodation, I had to urgently find an alternative, which ended up costing me double the price. This whole ordeal has caused me stress and additional expenses totaling over $[redacted]. I am greatly dissatisfied with this level of service and hope for a resolution regarding this matter. My confirmation number is: [redacted].

To the Manager, I had a reservation for Friday, the 15th, and Saturday, the 16th, and I am reaching out to express my extreme disappointment with my recent stay at Bolevard on Beaumont. Upon my arrival at 1:30, I was informed that my room was not ready, even though the check-in time was 2 o’clock. After being redirected to a different property, I found the new apartment to be unclean and disorganized, with the main bedroom left untouched. Despite multiple calls to the property's staff, the room remained dirty hours past the check-in time, and I was only offered a different room in the city four hours later. The new room had dirty linens on the single bed, which I had to change myself. Throughout this ordeal, no one from the staff followed up with me to ensure my satisfaction. I have never experienced such poor service, especially considering I had planned a special weekend with my daughters and one of their boyfriends. This level of uncleanliness and lack of care is unacceptable, and I request a refund for my first night's stay. Sincerely, Michelle M. *I have also sent this feedback directly to the apartment via email, which remains unanswered. The lack of response only adds to my disappointment with the entire experience.

I had a disappointing experience at Solo Hotel. Upon arrival, the staff member was repeatedly rude about their strict no smoking policy and demanding cash for the new room. The unexpected inquiries about my car and companions seemed unnecessary. After being offered to cancel without fees, I opted to do so due to the unpleasant encounter. However, it has been 10 days, and the charge has not been refunded as promised. This motel's behavior and location do not reflect well. I am seeking assistance in ensuring the refund process as agreed. My booking reservation number is #[redacted].

I have a reservation at the Rowes Bay Beachfront Resort Big 4 in Townsville, Australia Queensland and am interested in extending my stay. I've already spoken to the property owners, but I need Bookings.com to approve and enable the extension from March 20 to March 22, [redacted]. The property owners have accepted the longer stay. However, I need your assistance to finalize the booking extension. I would like to resolve this as soon as possible since our check-in is today and we are scheduled to depart on Friday. I prefer not to cancel the reservation, but I will need to find another place to stay if the extension cannot be processed. Thank you for your prompt attention to this matter.

Reservation Update: Dear Customer Service Team, I urgently require your assistance concerning my recent reservation at Courtyard by Marriott Tbilisi. I booked two rooms under the name Christo Holtshausen, but unfortunately, my friends cannot make the trip due to an accident. I canceled one room according to Booking.com's policy for free, yet Marriott has already charged the full amount to my credit card, despite the agreement that payment would be made upon arrival. Now they are unwilling to refund the money for the canceled room, citing non-refundable terms. I have provided proof of the free cancellation policy from Booking.com, which clearly states no penalty until 28 March [redacted]. I seek your urgent intervention to resolve this matter promptly as I have never encountered such an issue with Booking.com before. Your prompt assistance is greatly appreciated. Best Regards, Chris Holtshausen

Hello Booking.com, I am writing as the Assistant General Manager of Hyatt Place Dublin/Pleasanton, California (SFOZB-F). I have noted that an individual who is not an employee at Hyatt has been registered through your platform. Kindly investigate this issue and remove their name from our property list. Dear Partner, You have recently added Jerri Coleman, with the email [redacted], to the users managing our Booking.com extranet for Hyatt Place Dublin. This individual has been granted access to various rights. I have provided the above details for your review and prompt action to remove this unauthorized user. Please contact me at [redacted] extension [redacted] or via email. Thank you, and I anticipate your prompt response. Warm regards, Christina Tonga Assistant General Manager Hyatt Place Dublin/Pleasanton [redacted] Hacienda Dr Dublin, CA [redacted] [redacted]

We made a reservation at Swan Lake Manor in Bluffton, SC from Feb 23 to Mar 4, [redacted]. Upon arrival, we were informed the Manor had closed months prior and was not operating anymore. We were not contacted by Booking.com until after we had already left for our trip. After reaching out to Booking on the 23rd, we were provided alternate accommodations for that night that were below the standard of Swan Lake Manor and not in Bluffton. Booking assured us they would cover the difference for us to stay at Westin Hilton Head Island Resort instead. I sent a letter and our Westin bill to Customer Service on Mar 12, faxed to [redacted], but I have not received any response. Would you please check on the status of our claim? Thank you.

Upon our arrival, the guests encountered an issue during check-in where the name on the booking was said to be different from the person checking in by the hotel staff. Despite the names matching, this miscommunication had not been relayed by booking.com to the hotel. The hotel initially denied check-in, leading to a call to customer service for assistance. After explaining the situation, a conference call was set up connecting booking.com, the hotel, and the guest. Unfortunately, the booking.com representative's responses seemed unhelpful, leading to tension between the parties involved. Through persistence, the issue was eventually resolved, allowing check-in after a prolonged delay. This experience has left me hesitant about using booking.com in the future and I am seeking a full refund for the inconvenience.

I made a reservation at Super 7 in Dallas on Independence Street expecting a room with a flat-screen TV and cable as advertised on your site. Unfortunately, I arrived to find a non-functional box TV with no cable. The room phone was ripped out of the wall, and there were maintenance issues including a clogged toilet left for us to find. When requesting a new TV, I was informed maintenance would only be available the following day. This situation greatly impacted my stay, and I feel misled by the inaccurate amenities listed. I believe a complimentary night or a discount on a future booking would be appropriate compensation for the inconveniences faced. I look forward to hearing from you soon. Thank you.

Hello, I am Siu Ping Winnie Tang from Australia. I have scheduled a trip to Hawaii in June this year. I made a reservation through the Booking.com website on 21/3 for a 3-night stay at OHANA Waikiki East by Outrigger from 27/6 to 30/6. The total price was AUD [redacted] and USD [redacted].88, with free cancellation as advertised. To my surprise, my credit card was charged three times for a total of AUD [redacted].20 on 21/3. I have already reached out to the hotel via email for clarification. Your prompt assistance in resolving this issue would be greatly appreciated. Thank you in advance for your help. Regards, Siu Tang

The receptionist provided inaccurate directions, was unhelpful, and rude during our stay. She was unresponsive when our key didn't work, even when we repeatedly returned for assistance. We were not allowed to speak with a taxi driver and received no help finding a doctor when needed. The staff's lack of concern for our well-being led us to leave and incur extra expenses to seek medical help. Misleading information about nearby amenities and closed facilities added to our discomfort. The delayed cleaning service and absence of advertised activities made our holiday unpleasant. The staff's poor communication and unprofessional behavior, along with the language barrier, made us feel unwelcome and unsupported throughout our stay.