Booking.com Customer Service Issues

I made a booking through booking.com for Senator Barajas in Madrid from 9th to 16th April, confirmed on 25th March [redacted]. An email on 29th March mentioned my card was declined, prompting me to make alternative arrangements. Subsequently, on 1st April, I was informed the card payment had gone through after further attempts. I do not require this reservation anymore, as I did not consent to additional charges without notice. Despite contacting the hotel in Spain, they directed me back to booking.com for cancelation. I am reaching out for assistance with this urgent matter, as it is causing me significant worry and inconvenience. Your prompt attention to this issue would be greatly appreciated. Thank you in advance for your help. Best regards, A. Silvain

Hello, my name is Susan Wright. I recently stayed at Willow Haven Retreat in Dartington, Totnes TQ9 6JW on April 7th. My confirmation number is [redacted] and pin code is [redacted]. Unfortunately, I had a negative experience at this location. The Deluxe Double Room I booked turned out to be much smaller than expected, with limited space and uncomfortable arrangements. The bedroom was basic, cold, and even had mold by the window. Additionally, the private shower room was across the passage, and the owner's dog entered our room a few times. The breakfast provided was subpar, with only bread, jam, butter, and tasteless cereals available. The lack of amenities, inaccuracies in the description, and overall disappointing stay left me unsatisfied. I paid £50 via MasterCard and would like to request a refund. I hope to hear from you soon. Kind regards, Mrs. Susan Wright. Telephone: [redacted]

I have a reservation at Stamford Plaza Melbourne from April 14th to April 18th for 2 adults and a 15-year-old. I extended my stay by one night through Booking.com (reservation number [redacted] PIN [redacted]), keeping the rate the same. The hotel is now saying the extended night only includes a rollaway bed for my daughter, as they claim my original booking was only for 2 people, despite my booking clearly being for 3. They want to charge me $60 per night for the rollaway bed. I spoke with Morgan at Stamford who said Booking.com informed them that my booking is only for 2 people from April 14th to 18th. I have been a loyal customer of Booking.com for years and always rate my stays a 10 in satisfaction surveys. I need this issue to be resolved to avoid the additional charge. Please contact the hotel to clarify the error. Thank you. Justine

Hello, I reserved the Bewdley Apartment in Worcester for the upcoming Easter Bank Holiday. The advertisement mentioned parking, but we discovered after payment that the parking is actually located in a public car park 5 minutes away, not on site as expected. If we had known this in advance, we would have chosen differently. Another guest also raised this issue in a comment, but no adjustments have been made yet. It would be more accurate to advertise this as off-site parking to prevent confusion. Thank you, Linda.

I arrived at the property at 2:30 a.m. and was told there were no available rooms. After providing my confirmation email, the front desk clerk located my name on her desktop and eventually offered me room #[redacted] with a double bed. When the key didn't work, she gave me a second key which also failed, indicating someone else was in that room. Despite informing her, she initially said there were no other rooms, then provided room #[redacted]. After confirming it was vacant, I found my bag and jacket missing. The front desk clerk refused to call [redacted] and stated it wasn't her responsibility. I have contacted the police and am still waiting in the lobby. This has been an extremely negative experience for me.

Dear Booking.com, My two companions and I had a booking at Sofia Art Gallery Apartments in Bulgaria from today until the 12th of April [redacted], with booking number [redacted]. Unfortunately, we encountered unforeseen circumstances that prevented us from traveling. We kindly ask if we could amend our reservation to stay at Sofia Art Gallery Vacation Apartments from tomorrow, the 10th of April [redacted], until Friday the 12th of April [redacted]. Please pass on this request to the apartment manager. Looking forward to your favorable reply. Thank you, Lydia

I booked the following apartment but discovered it is fraudulent: Address: Apartment Rúa Gonzalo Torrente Ballester, Rúa Gonzalo Torrente Ballester, [redacted] Vigo Contact: Mobile +[redacted]6 Confirmation number: [redacted], PIN code: [redacted] Check-in: Sunday, April 14 Money was sent to Homerez (Tel: +44 (0) 20 3[redacted]), but the actual apartment owner does not work with them. I am unable to contact the company. The owner, Ángeles Rodríguez, confirmed this in an email and advised me to resolve the issue with Homerez. Thank you and kind regards.

Hello, my name is Zillah Morales. I booked a room last night through Booking.com under the name of Daniel Ivanovski. I made the payment using my account and filled in all the required information after confirming the booking. However, I did not receive a confirmation or reference number for our booking. Upon arriving at the Senator Hotel Vienna, we were informed that there was no reservation under our names and had to pay for a new booking. I would like to request a refund for the amount that was charged to my account.

Regarding Booking #[redacted], we made a reservation for three rooms from April 8th to April 12th. Two of the rooms are under my name, Aboobacker Abdul Jaleel. I would like to modify my booking to check out on April 11th instead of April 12th, as I plan to stay in Guangzhou on the 11th. The property's reception confirmed they are willing to accommodate the change if Booking.com approves. I appreciate your assistance as I am a frequent user of Booking.com and always rely on your services for room reservations. Thank you.

I need to cancel my booking as the dates were incorrect. Agoda has been extremely disappointing. The Agoda Cash seems like a deceptive way to withhold funds and then avoid addressing issues, lying, and essentially stealing money. Trying Gethuman and seeking help from Priceline hasn't been successful, and I have even been blocked from contacting Agoda customer service. I am persistent and won't give up. I plan to post flyers at every hotel, motel, and inn in Pinehurst, NC - the Golf Capital of the World. Golfers deserve to be informed about these issues.

I had a booking made by the Jamaica Tourist Board in Canada at Residence Inn Marriott from Sunday, March 31, [redacted], to Wednesday, April 10, [redacted]. However, my work is done, and I need to leave the island today at 7 p.m. The hotel is insisting on a waiver for me to check out. My name is E. Jones, and you can reach me at [redacted] or email me at [redacted] Your help is greatly appreciated.

I need help changing my Marriott reservation at Delray Beach, FL for our anniversary. I currently have a reservation from April 12th to 15th, but need to change it to April 13th to 16th due to my partner's work schedule. I don't want to cancel our trip as it's important to us. I've been a loyal customer of Booking.com for years and I'm hoping they can assist me with this change.

Reservation #[redacted] PIN #[redacted]: I have a reservation for our anniversary at the Marriott in Delray Beach, FL from Friday, April 12th to Monday, April 15th. However, due to my partner's work schedule, I need to adjust our check-in to Saturday, April 13th and check out on Tuesday, April 16th. This trip is very special to us, and I am hopeful that Booking.com, a platform I have trusted for years, can assist me with this change.

I made a reservation at a resort in LAVASA through booking.com, and Guesthouser confirmed my booking. They requested me to pay online, which I did, and I received a confirmation email. However, Guesthouser called today to inform me that they couldn't reach the host of the Resort, so they will be canceling my booking and refunding the amount in 9 days. I had already made plans, and it's not my fault if Guesthouser can't manage their bookings properly. During the call, I mentioned that I would share this experience online, but the representative didn't seem bothered. I advise against using booking.com due to their partnership with a disappointing group that lacks customer service skills. My booking ID is 8WD4W.

I frequently travel to Laughlin for business, usually about 10 times a year. Recently, I received a $30 coupon from your company and was excited to use it on my next trip to the AVI Resort in Laughlin, NV from May 5th to May 8th. However, I was disappointed to find that your price was $30 higher than what I found through other travel providers, who were offering the same room for $90 instead of your $[redacted]. I spent 35 minutes discussing this issue with your customer service representatives, but unfortunately, the conversation was frustrating and didn't yield any results. It seems counterintuitive to offer a frequent flyer program if the pricing is not competitive. I may have to book with one of the other providers who offer the same features for $30 less without the hassle.

Dear Sir/Madam, I am the owner of Ananda apartment in Murcia, Spain, with login ID [redacted]. I have been attempting to cancel two reservations due to maintenance and technical issues. The reservations are as follows: 1. Reservation number [redacted], covering 26-28/4 for 3 nights. 2. Reservation number [redacted], for 29/4 for 1 night. According to Booking, there should be no penalty if cancellations are made 10 days prior, and guests secure accommodation at a similar or lower rate. I kindly request the cancellation of the mentioned reservations and the provision of alternatives such as Hotel Occidental Murcia Siete Coronas for 2 guests or Apartamento Murcia for 4 guests, both of which are centrally located and comfortable. Could you please arrange for the cancellation today, or should I proceed via the extranet? Thank you and best regards, Aurosharan Sahoo

Dear Booking.com, I have a reservation number: [redacted]29 and a pin code number: [redacted]. I accidentally booked a room for one person instead of two. Please adjust the booking to a room suitable for couples as my wife, Ivy Dumah Agyei, will be joining me. The property owner has confirmed they are okay with the change and advised me to reach out to your customer service. Thank you. Best regards, Prince Otchere

I made a reservation at the Patricia Grand in Myrtle Beach through your company in early March. The reservation number was A36770. Unfortunately, I had to cancel the reservation later that month due to a family issue that required my wife's attention in Germany. The cancellation number is [redacted]. I am curious about the timeframe for the refund to reflect on my credit card statement, which I used for the deposit. Your advertisement highlights a cancellation guarantee, which influenced my decision to book through your service. I would appreciate it if you could investigate this matter for me. This is my second attempt to contact you regarding this issue. Thank you in advance for your assistance. - H.L.

Booking Number: [redacted] PIN: [redacted] I made a booking online for a 20-night stay for my fiancée, A.C., at Eurohotel in Tallinn, Estonia. We informed them of our arrival window [date/time] as our flight from Dublin was due to land at 22:50. The hotel confirmed this check-in time. Upon arrival, we found no staff at the reception despite multiple phone calls and knocks on the door. A resident let us in, but there was no key or note left for A.C. The hotel then charged [redacted] euros despite accepting our specified arrival time. I have contacted the hotel to address this issue as they violated the agreed-upon terms. The law is on my side, and I request an immediate refund of [redacted] euros. Additionally, I urge Booking.com to take action against this unprofessional behavior. Phone contact: [redacted] Thank you, S.P.

As a loyal customer of Booking.com, we have encountered issues with double bookings and unsatisfactory customer service experiences. Despite reaching out for management attention, the lack of human communication and resolution for a three-month-old problem has been disappointing. The reliance on automated processes and misleading call center scripts has eroded our trust in Booking.com's worldwide systems, especially evident during our travels to New Zealand and Sri Lanka. Instances such as double bookings in New Zealand and inaccurate accommodation details have highlighted the limitations of Booking.com for global bookings. Our faith in the quality verification of small accommodations has been shaken, with experiences like the confusion at Elephant View Hotel in Sri Lanka leaving us dissatisfied. Moving forward, we are considering alternatives like Hotel.com, Trivago.com, Expedia.com, or Agoda.com for future global accommodation bookings. As we seek a resolution to the credit card double payment issue, we hope to find a more reliable platform for our travel needs.