Booking.com Customer Service Issues

I contacted the hotel directly, and they informed me that Booking.com was supposed to send them a cancellation notice for The Pennsylvania Hotel reservation. As they have not received this notice, they have not initiated the refund process to my credit card. Additionally, when I made the reservation on your site, it was advertised as no charge to reserve; however, I was still charged at the time of booking. This misleading information led to inconvenience as I now have to navigate the refund process by calling the hotel and being told that Booking.com should have sent a cancellation notice. Please assist in resolving this issue promptly. Guest: D.S. Reservation: May 1-2 Cancellation: March 13 Booking.com confirmation: [redacted]

Hello, I am writing to inform you that my partner Thomas and I have a booking at Brisbane City YHA from the 15th of April for 6 nights. Unfortunately, our plans have changed, and we now need to be elsewhere from the 18th of April onwards. Thomas's mother is coming to Australia to surprise him for his 21st birthday, and it was a last-minute plan, which is why I only found out today. I understand that the booking is non-refundable, but I have been advised to contact Booking.com directly as the property is unable to assist. Given that the hostel is very popular, I am aware it might get fully booked. I am reaching out to see if there is any possibility of a refund for the remaining 3 nights. Any assistance in this matter would be greatly appreciated. Our confirmation number for the booking is: [redacted]. Thank you for your attention to this matter. Best regards, Luka

I made a reservation at a hotel in Orlando, Florida for March 6th to March 8th using my credit card. On arrival, they couldn't accommodate us despite having enough funds. They declined cash and two credit cards with available credit, citing overbooking. This disrupted our vacation plans with out-of-state friends, forcing us to drive two hours back home late at night after a day at Disney. Subsequently, I've been inundated with calls from other countries at all hours. After contacting booking.com in Amsterdam, I was advised to update my details on the website, which I couldn't find. The incessant calls are disrupting work, and I've been unable to reach anyone for assistance. I urgently need the calls to cease. The hotel, Grand Orlando Resort at Celebration, misled me as it isn't in Celebration. It was rundown, the staff unprofessional, and they couldn't provide a cancellation confirmation. The cancellation note they gave lacked essential details.

I made a booking through booking.com for Uptown Square in Atlanta from 3/28 to 3/31. I noticed I was charged twice on 1/25/19 for $[redacted] and again on 3/20/[redacted]. Upon arrival on the 28th, the rental was not available due to a double booking. After reaching out to the owner, he assured me he was contacting booking.com to resolve the issue but communication has been sparse. I followed up with no response for hours, and finally, he mentioned ensuring a refund. With limited communication, I am unsure if this will be resolved. Currently stranded in Atlanta after a comedy show, we are without a place to stay.

I recently checked into Royal Singosari Kuta with reservation number [redacted] on March 25th. Arriving late, we were initially given a dirty room with ants on the walls and bed. After a room change to the 5th floor, we encountered a messy room with mattresses and equipment scattered around. The room was dirty with marks on the bedding, curtains, and bathroom. Despite booking for 3 nights, we left after one night due to the poor condition of the hotel. We have attempted to discuss this issue with the hotel but have faced unsatisfactory customer service and unfulfilled promises from multiple managers. Although we booked a non-refundable rate, other booking options were not offered on booking.com. I have pictures to support my claims and am willing to leave a negative review. Requesting a refund for the two unused nights due to the misrepresented 4-star hotel. Contacting booking.com hasn't been successful due to time differences. Awaiting your prompt response. - Hayleigh M.

Hello Booking.com, I have been attempting to cancel my reservation at the South China Hotel in Hong Kong from April 13th to April 17th, but I keep receiving a confirmation instead of a cancellation. Please cancel the booking and notify me once it has been cancelled. Thank you, Patrick M. [redacted] - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Dear Sir/Madam, Thank you for your email. Please have your agent contact us directly. Thank you. Thank you for choosing The South China Hotel. We are excited to welcome you soon. Best regards, Reservation Department, The South China Hotel [redacted] 67-75 Java Road, North Point, Hong Kong T: ([redacted]) 2[redacted] F: ([redacted]) 2[redacted] From: Patrick M. [mailto:[redacted]] Sent: Sunday, March 17, [redacted] 3:07 PM To: bookings <[redacted]> Subject: RE: Enquiry for The South China Hotel from: [redacted] Thank you for your response. However, I have yet to receive confirmation that my booking has been cancelled. Despite my attempts, I was unable to cancel through Booking.com. Kindly liaise with them and inform me once the cancellation is processed. Patrick M. [redacted]

Dear Booking.com, I recently had to cancel a reservation due to unforeseen circumstances. The person I spoke to on the phone mentioned that they would follow up with me regarding the cancellation fee refund and consider making a one-time exception. I never received a callback that day and, being busy traveling, I couldn't reach out to them. As the cancellation charges were high, I tried to change the name on the reservation for my friends to use, but to my dismay, the reservation was canceled, and no refund was issued. I was charged $[redacted].43 without being informed about the exception being denied or offered Booking.com credits as a first-time customer. Unfortunately, this experience was not satisfactory. I kindly ask for your assistance in resolving this matter. Reference: [redacted] Regards, Supraja N.

I made a reservation through booking.com for OYO Mehfil in Southall, London. I arrived on the 30th of March for one night. It's currently around 3 am, and I'm in room [redacted]. Unfortunately, the guests in room [redacted] are extremely loud and disruptive. I have contacted the reception desk three times but have had no luck reaching anyone. This is the first time we have experienced such issues at this hotel despite being frequent guests through booking.com. I am very tired and frustrated as I cannot get any sleep. Please address this matter urgently as I wish to continue using your services. A refund would be appreciated. Thank you. Best regards, Saleha K.

I believe the condo owner has scammed us. We rented a condo for Mar. 21-26, and she claimed it had flooded the day we were arriving. She arranged a stay for us at The Best Western Plus French Quarter Landmark Hotel in New Orleans from Mar. 23-26 through Booking.com without informing us. The hotel charged my credit card for incidentals, which I assumed was routine. However, upon reviewing my account, I discovered the charge and learned that the hotel only had the last 4 digits of her credit card from Booking.com. Despite multiple attempts to contact her about providing her full card number to the hotel, she has been unresponsive. Her name is on the reservation, not mine. Although I could possibly request a refund from the hotel, I wish to avoid this as they treated us well during our stay. I am familiar with Booking.com's policy requiring a full credit card number for reservations. I am seeking assistance in contacting the hotel at [redacted] to provide them with her complete credit card details to remove the charge from my card. Her last four digits are [redacted], and her name is Charlotte Kennedy. Any help or alternative solutions would be greatly appreciated as I feel deceived and taken advantage of in this situation.

We have reserved a non-refundable room in Copenhagen, Denmark. Our confirmation number is [redacted], and the PIN code is [redacted]. The room was booked on Sunday, March 24, [redacted], after our Viking Cruise from Amsterdam to Copenhagen on Viking Sky got canceled. In an effort to salvage our trip, we also booked a flight departing from New Jersey to Copenhagen on April 1, [redacted], with WOW airlines. Unfortunately, WOW airlines went bankrupt and ceased all flights. While we understand the policy regarding non-refundable bookings, we kindly request your understanding in this situation. If a refund is not possible, we would appreciate a credit to our booking account for future travel plans. Thank you for your consideration. - Dianne

As a long-standing customer of booking.com, I have encountered an issue regarding a double booking at the Olympic Hotel in Amsterdam. Initially, I booked a room thinking it was cancellable, as I always prefer this option, but later found out there were significant cancellation penalties. Subsequently, the hotel also made a reservation for the same dates with a different price and penalty structure, which confused me. Despite contacting customer service twice and being promised prompt resolution, I have yet to receive a satisfactory response. Due to a medical appointment in Boston, I needed to cancel the reservation and have been trying to clarify the situation without success. As a travel journalist, this experience has left me frustrated and uncertain about booking with booking.com in the future. I hope to have this issue resolved promptly. Thank you. Peter Rose

Dear Kiwi.com Team, I traveled to Oslo for the Nobel Peace Prize award ceremony on 09.10.[redacted]. Despite receiving the initial email with my ticket and flight details from Kiwi.com, I never received the promised second email containing crucial information like online check-in and boarding passes. This caused a lot of trouble for me at the airport in Düsseldorf until I had to purchase another ticket to return to Germany. Due to Kiwi.com's failure to provide necessary documentation, I ended up sleeping in a chair at the Barcelona airport, missing the Nobel Prize event I had longed to attend. The lack of professionalism from Kiwi.com was evident compared to my positive experiences with Lufthansa. Now, I am requesting reimbursement for the additional expenses incurred due to Kiwi.com's shortcomings and missed opportunity to attend the Nobel Peace Prize event. Warm regards, Simon Pierre T. K.

Douglas Ford 12 Aspenview Ave. Caledon, Ontario L7C 3P9 [redacted] Confirmation Number: [redacted] Pin Number: [redacted] Check-In: Saturday, June 15 Check-Out: Tuesday, June 18 Dear Sir or Madam, Two nights ago, I accidentally canceled my booking for the mentioned dates. Earlier this morning, I spoke with Judy at Booking.com, who informed me that Ingrid at the Vanderbilt Y.M.C.A. approved a retraction of the mistaken cancellation at no additional costs. Could you please verify the confirmation by email? I look forward to hearing from you soon. Thanks so much, Douglas Ford

I made a reservation for a single smoking room at a supposedly "2-star" hotel. Upon arriving at 8 pm, I was met with immediate rudeness by the desk clerk, who seemed bothered by our presence. After providing my information, she mentioned there were no smoking rooms available and refused to refund or cancel. The room I was given had a malfunctioning AC, and my request to switch rooms and for extra towels was denied. The next day, when I asked for fresh towels, the staff member was unprofessional and instructed me to dispose of my trash. After witnessing a car break-in, I am highly dissatisfied with my stay. I wish to cancel my last night and request a refund. The hotel’s service and amenities were below par, not meeting the standard of a 2-star establishment. I feel uncomfortable staying another night and request to amend my booking to depart early. Rating: Cleanliness: 4 Staff friendliness: 1 Amenities: 1 Parking: 2 Match to Booking.com description: 2 Confirmation: [redacted] Pin: [redacted] I urge that this hotel is delisted from Booking.com as it does not meet the expected standards. I refuse to endure subpar treatment as a paying guest.

I have been trying to resolve this issue without success. My son made a booking at The Summit for March 22nd to March 25th. His booking number is [redacted] and pin number is [redacted]. He paid $1,[redacted].00 via credit card, but upon arrival, he was informed he needed to be 21 to stay in that specific condo. He was then asked to pay an additional $1,[redacted].00, which I had to lend him funds for, assuming a refund was in process. Despite staying in the room, he should receive a refund for the initial booking. Please assist in resolving this matter with either Booking.com or The Summit. It is causing undue financial strain, and as a mother of four, I cannot afford this $1,[redacted].00 loss. Your cooperation in securing the refund is greatly appreciated.

I have tried multiple times to contact for assistance with no success. My son made a reservation for The Summit in Panama City, Florida from March 22nd to March 25th through your platform. The booking number is [redacted] with pin [redacted]. Upon arrival, he was informed about the age requirement of 21 to book a room, which was missed during his booking. Despite this, he was charged $1,[redacted]. He had to pay an extra $1,[redacted] for a room since he was already there. I was assured of a refund, so I added money to his account, anticipating it. However, we are stuck in a loop where both Booking.com and The Summit direct us to each other for the refund. As a single mother of 4, I cannot afford to lose this money. I urgently need your help in resolving this issue.

Hello, I'm currently staying at Summer Tree Inn and would like to assist the owners. Their beloved pet dog, a Poodle (photos available), went missing a couple of weeks ago near the inn. She was last seen on CCTV near a road junction close by. There's no sign of an accident, and no guests are suspected. I'm putting together a presentation to help locate her, and I would appreciate it if you could circulate my message to anyone who might have seen her in the Sanya-Dadonghai area. The owners have tried local efforts without success, so I hope reaching a broader audience could help find her. Please let me know where I can send the presentation. Thank you for your support in finding this cherished dog who was adored by many guests.

My son made a booking through booking.com for The Summit from March 22nd to March 25th. He paid $1,[redacted].00 upfront. Upon arrival, he was informed that he needed to be 21 to stay in the reserved room. After contacting Booking.com, he was advised to cancel for a refund. The hotel offered him an alternative room for an additional $1,[redacted].00, which he paid in cash. Expecting a refund, I deposited money into his account, but he only received a partial refund of $[redacted].00. Despite providing proof of cancellation, Booking.com claims he did not cancel in time. We have contacted both Booking.com and The Summit numerous times to no avail. I am a single mother struggling financially and desperately need this refund. The situation is causing me extreme stress as I rely on that money for bills. It is disheartening that neither Booking.com nor the hotel will take responsibility. The confirmation number is [redacted] and the pin number is [redacted] under the reservation of Maison Reid. Any assistance would be greatly appreciated.

I made a reservation through booking.com on Wednesday at Bonningtons B&B, Stansted. Unfortunately, my partner's father passed away early this morning. I tried calling the hotel at 8 am and left a message. After receiving no response, I emailed them requesting a change to my booking. By midday, I still hadn't heard back, so I called again. Finally, a woman promised her husband would contact me. But by 4 pm, there was still no word. Surprisingly, they charged £10 to my account around 1 pm, even though I was told I could pay upon check-in at 4 pm. Despite numerous attempts to reach them, I only received an email at 8:15 pm stating they would charge the full amount. As someone coping with a recent loss, their lack of empathy is disappointing. I have records of all my communication and calls to them. It's disheartening to feel taken advantage of during this difficult time. I won't be returning to this establishment.

I made reservations for 3.28.19 at Hotel Tempe/Phoenix Airport InnSuites Hotel & Suites. On 11.7.18, I was charged $67.55 twice for a total of $[redacted].10. Upon arrival, the hotel claimed they had no record of my payments, insisting I pay $[redacted].47 in full. Despite my credit card company confirming the double charges on 11.7.18, the hotel denied receiving any payment. I only stayed one night, paying $[redacted].00. The next day, I was informed the charges were for no-shows, suggesting my card was used by someone else. They advised changing my card, but I believe they wrongly accused me. They later refunded the $[redacted].10 after I left. The experience was stressful, leading me to suggest removing them from your hotel list and seeking compensation for the inconvenience. I have used Booking.com without issue before and feel this situation was mishandled. Please address this matter. Darlene B. Reservation: 3.28.19 - 3.31.19 Conf. #[redacted].[redacted].[redacted]