Booking.com Customer Service Issues

Good Afternoon, I am reaching out regarding my reservation at Masters Inn in Tuscaloosa, AL with booking confirmation numbers [redacted] and [redacted]. The experience at this hotel was incredibly disappointing and unpleasant from the start. Despite having our room booked, we were unable to stay at the hotel due to several issues we encountered upon arrival. Upon check-in at the open window front desk, we received our key cards but had trouble accessing our room initially. After finally entering, the overpowering smell of smoke hit us immediately, indicating a lack of proper cleaning. To our dismay, the presence of roaches on the walls and what appeared to be mildew on the bed further added to the unsanitary conditions of the room. It was evident that the room had not been adequately maintained. Seeking a resolution, we approached the front desk for a refund, only to be directed to booking.com for assistance. We made the decision to move to another hotel for the duration of our stay, incurring additional costs. I kindly request a full refund for both nights as the conditions of the room were unacceptable.

I reserved a 2-bedroom apartment through Flexilets in Camberley for 11-13th April. The charge of £[redacted] was deducted from my credit card in March. When I called to inquire, I was informed they process payment a month in advance. A few weeks before check-in, I called to pay for parking in advance but was told it could be done on the day. The staff requested a call 45 minutes prior to arrival to ensure someone would be available for check-in. Upon reaching the location, I called again for directions, only to be told there was no room due to a cancellation by booking.com on April 4th. I was shocked as I hadn't been notified of any cancellation, and the manager mentioned another booking on different dates. Despite the confusion, they managed to arrange alternative accommodation in Farnborough. This ordeal disrupted our plans and incurred extra fuel costs. I am seeking a full refund and reimbursement for the fuel expenses. This experience has left me disappointed, and I may not use this service in the future unless the matter is satisfactorily resolved.

Hello, I recently made a booking with incorrect dates at a Melbourne hotel. They kindly agreed to change the dates without a fee, but there is a rate difference to cover. However, I am having trouble reaching the number provided for assistance. My booking number is [redacted] under the name Maree Winter. I would be grateful for any help in adjusting the rate and securing the correct dates from the 5th to the 8th of July. I apologize for the mistake and any inconvenience caused. Thank you for your assistance in resolving this matter. Best regards, Maree.

Subject: Concern About Refund Status – Confirmation No: [redacted] Dear Booking.com, I am writing regarding my stay at the Charming Retiro apartment located at 34 Calle Granada, Madrid, with a departure date of March 25th, as confirmed by confirmation number [redacted]. It has been over three weeks now, and I have yet to receive the €[redacted].00 security deposit back on my Visa Credit Card, which should have been returned to my account by now. I am growing anxious as it feels like my deposit may have been mishandled. I am also regretful of providing an early review of the property upon your request, as it seems to have resulted in delays or issues with the refund process. Please provide me with reassurance that the refund will be processed according to the agreement with the property, and kindly inform me of the expected timeline for its return. Thank you for your attention to this matter. Warm regards, Evelyn Q.

My accommodation experience started off on a very disappointing note. Contacting sobe west apt in the middle of the night to obtain the key code was a hassle as it was not initially provided, causing stress before my trip began. I specifically requested 2 keys for 2 couples, as one guest couldn't use the required August app for entry, which I was not previously informed about during booking. After struggling to unlock the door with the app, a call to the management from my Irish phone resulted in minimal assistance and an unexpected expense. Despite being promised a follow-up call from the Manager about the lack of a second key, I have yet to receive it. This disappointing stay at a different apartment than the one booked, the sobe west Elliston apt, has left me frustrated and eager to speak with someone in charge for clarification and resolution.

Hello, I made a booking through booking.com on December 6th, [redacted], for a one-night stay at Chapmans Peak accommodation in Noordhoek, Cape Town. I was supposed to receive my invoice, but I never got it. I have been trying to reach them without success, and the absence of the invoice forces me to pay the bill out of pocket. I paid R 1,[redacted].00. Can you please help me obtain the invoice or another contact number for this accommodation? I appreciate your assistance as I have previously contacted you about this matter. Thank you.

To the Reservation Department, I had a reservation in Shanghai for the 8th of April, departing on the 16th of April with Booking No. [redacted]. Upon arrival at the hotel, I was informed that there was no reservation under my name for this month, which was rather surprising. Since the hotel showed as sold out on your website, I had to make alternate arrangements and booked a room at the nearby Mercure through booking.com. I was in Shanghai for the air conditioning show, and it appears there might have been an error with the booking dates. Therefore, I kindly request the cancellation of Booking No. [redacted], as I made a reservation for the same dates in April and that is the stay I needed. Please cancel this reservation due to the unforeseen error, as I am unsure why it occurred.

I was disappointed with the cleanliness of the hotel room. The presence of cobwebs on the ceiling and walls, the loose door handle, and the emergency light cover filled with dead insects were not pleasant. The shower cubicle had unsightly black mold, and there was only one set of toiletries provided in a double room for two people. The room felt cramped due to excess furniture, making it hard to move around. Additionally, there was a lot of noise until the early hours of the morning. The next day, we discovered that we couldn't access the hotel as both the shortcut door and main entrance were locked without any prior notification. It was frustrating not to be able to enter the hotel during the day, and the lack of staff presence was concerning. When I contacted the owner, I was informed that the doors are not opened until 4pm, but this information was not communicated to us beforehand. Clear communication regarding hotel access is necessary for future guests.

Subject: Need your assistance to reach the cottage. Request for the cottage's phone number. Hello Booking.com, I made a reservation for a cottage in Ooty from April 19th, [redacted], to April 21st, [redacted]. The reservation was made under the email address [redacted], with the booking confirmation ID: [redacted] and PIN: [redacted]. I am facing difficulties contacting the cottage via Gusthouser as the call was not connecting even after waiting for 30 minutes. Yesterday evening, I received a message from Gusthouser stating that my booking was canceled. I have plans for a family trip and it's urgent that I get in touch with the cottage owner/manager. Kindly understand my situation and provide me with the phone number of the cottage. I would appreciate your prompt assistance in this matter as I have encountered significant challenges trying to contact Booking.com thus far. I would greatly appreciate it if you could provide me with the cottage's phone number and confirm the status of my booking. Thank you for your attention to this matter. Warm regards, Girish Kumar

I eagerly booked a stay at the Country Inn & Suites by Radisson, Athens, GA, to celebrate my niece's upcoming graduation from UGA in Athens, which was filled with anticipation. However, there has been a change in plans as my niece has secured an international job post-graduation, and her family is unable to provide financial support for her travels. I am reaching out to request a compassionate exception for a full refund of $[redacted].30 for the non-refundable hotel reservation due to this unforeseen circumstance. I am hopeful that another guest will be delighted to secure the room and cover the costs. I sincerely hope for a positive outcome in reconsidering the cancellation fees. Thank you for your understanding and quick response.

Dear Booking.com Customer Service, I'd like to address an issue with a booking I made a couple of months ago for the AKVO hotel in Hong Kong on May 2nd and 3rd, [redacted]. My booking reference number is [redacted], and I booked 2 deluxe rooms through the Booking.com app. Today, I received a message about my credit card details being invalid, which is puzzling as I've used the same card for other recent bookings. After updating my details and receiving confirmation, my reservation was unexpectedly cancelled due to the same reason. Upon contacting the hotel, I was informed that they had just received the reservation request today, and their rooms were already full, contradicting Booking.com's explanation for the cancellation. This sudden change has left me without accommodation for my upcoming trip to Hong Kong. I urgently request assistance in reinstating my reservation. I can be reached at +[redacted]5 or [redacted] Thank you for your prompt attention to this matter. Best regards, Perrin Till

Booking ID: [redacted]7; Ticket #[redacted][redacted] --- I had to cancel my trip and was told I would receive a credit with American Airlines to use "anywhere they fly." This was ideal for me as I often visit my children who live out of state. However, I later discovered that the credit can only be used for flights to Mexico, which was not communicated to me initially. I have no immediate plans to travel to Mexico and find this restriction frustrating. After contacting Bookit and American Airlines, I was unable to find a satisfactory resolution. It would be greatly appreciated if you could provide clarification on the usability of my $[redacted] credit so that I can consider my options for future travel. Thank you, C.D.

On April 12, [redacted], I made a reservation at Days Inn in West Albuquerque, NM. Upon arrival, I was informed there were no available rooms and no record of my reservation. Despite being charged $65, I had to find another room for $85. This unfortunate situation occurred as I was in town to participate in a marathon the following morning, causing me significant distress and reducing my sleep time. Seeking a refund for the original room cost, I am disappointed by the lack of resolution despite Booking.com acknowledging the issue. Receipts from my stay at Red Roof Inn, where I had to find accommodation, have been submitted to Booking.com, as per their email offering reimbursement for the alternate lodging expenses. Regrettably, I have yet to receive a response from Booking.com.

Subject: Property ID [redacted] - London Budget Maisonette I am writing to address the ongoing issue regarding the suspension of my account on the 11th of March without a valid reason. Despite numerous attempts to resolve this matter through customer service, my inquiries seem to have reached a standstill. It appears there has been a breakdown in communication, as my calls and emails have gone unanswered for over 40 days. The prolonged suspension has not only caused inconvenience but has also resulted in financial losses due to missed business opportunities. Furthermore, the lack of payouts for fulfilled bookings has added to the complications. In light of these circumstances, I am seeking a prompt resolution from the management to address these issues and restore normalcy to the situation. Thank you for your attention to this matter. Sincerely, Fatema U. Property Owner.

Regarding my inquiry from April 17, [redacted]. I am encountering issues when attempting to locate a booking. Your responses indicate that the booking cannot be found as the emails do not match. However, I am able to log into your website using the same email and password that I have consistently used to make bookings in the past. Furthermore, I received the following information from your website: Booking number should contain 9 digits, but I was provided with a 10-digit confirmation number: XXXXXXXXXX. PIN code should consist of 4 digits: XXXX. The examples I provided from my booking confirmations demonstrate that all of them contain 10 digits. The inconsistency between your requirements and the information I am receiving is causing frustration. I urge you to address this promptly. I have been a loyal user of Booking.com for my travel needs, but I am now contemplating taking my business elsewhere. Sincerely, John G.

I had a disappointing experience at Aruba Harmony Apartments, as they did not live up to their website promises and were reluctant to provide a refund. Upon arrival on April 17th, we were offered an upgrade for $[redacted] to a room with 3 king-size beds. Despite being told the air conditioning couldn't be used during the day, we encountered issues with the unit not working properly at night, leading to discomfort for my family. After notifying the owner, the air conditioning was fixed temporarily but failed again the following day, causing my baby to develop a rash due to the heat. I requested a refund to find alternative accommodation but was met with resistance from the owner, who also raised concerns about visitors and noise levels. Despite receiving a bottle of champagne as a gift, the issues persisted, prompting me to seek legal advice as the owner refused to refund my $[redacted] payment. I have since moved to another place where my baby's condition has improved.

Hello, I'd like to share my recent experience where our accommodation booking was unexpectedly canceled without prior notice. Upon our arrival and providing our names to the managers, they couldn't locate our reservation. After some time, the manager informed us that the booking had been canceled due to an email indicating they were not the ones who made the booking. Consequently, my wife and I had to pay an extra amount intended for food and fuel to secure our stay. Despite my attempts to reach out to booking.com via their website, I haven't received any response. Given the situation occurred during the busy Easter holidays at the park, we were accommodated by the kind managers. However, if this matter is not resolved promptly, we may consider not using booking.com for future trips. We are requesting a full refund. Thank you. Troy

During our recent stay at Piscadera Seaview Apartments in Curacao from April 3rd to 17th, we encountered several issues that we believe need immediate attention. While the staff were friendly and professional, the property itself lacked basic quality control. We faced challenges such as a lack of instructions for various amenities in the room, a persistent food smell due to the absence of an extractor fan, rusty fridge doors, and a shower head that did not stay in place. The photos on the website did not accurately reflect the actual conditions of the apartment, leading to disappointment among several guests. Despite paying for a 13-night stay, the subpar conditions made us consider checking out early. We refrained from complaining at the front desk due to uncertainty about improvement. We hope our feedback can be addressed to ensure a better experience for future guests.

I made a reservation at Lakeside Lodge in York through booking.com for the Easter weekend. The confirmation email I received included Confirmation Number: [redacted].[redacted].[redacted] and Pin Code: [redacted]. However, the email stated instant confirmation, which was misleading. Our booking appeared on the website until the arrival date, leading us to believe it was confirmed. We traveled four hours to find out that Mere Cottage was unavailable. This discrepancy needs to be addressed on the website to avoid confusion. The distinction between a booking request and a confirmed booking should be clear. I hope the venue can update its communication to prevent such misunderstandings in the future.

During my recent stay at Airlie Coral in Airlie Beach, North Queensland, Australia, I was disappointed to find the property in poor condition, far from the photos displayed on Booking.com. The house was dirty, many lights were not working, and there were safety concerns with some electrical issues. The barbecue outside was not only unusable but also filthy. I had originally booked for two nights, 19th and 20th of April, but when I attempted to request a refund for the second night due to the unsatisfactory conditions, it was denied. Ideally, I would like a refund of $[redacted] as living in such substandard accommodations is unacceptable. If a refund is not possible, I urge for Airlie Coral to be removed from your site to prevent others from facing the same issues. Alternatively, updated and accurate photos should be provided so future guests are aware of the actual conditions before booking. Thank you, Joel.