Booking.com Customer Service Issues

I reached out to booking.com with no response. Upon arrival for a 2-night stay, our room was not as described - dirty, cold, and broken bed. Being 35 weeks pregnant, I couldn't sleep on the bed. The bedding for my 2-year-old was unacceptable with no pillow and a dirty sheet. The room lacked proper heating, had a non-functional radiator, and a small unsafe electric heater. Unclean bed covers, dust, insects, and hair were everywhere. The room smelled, had no curtains, milk for tea, and dirty mugs. Moldy windows were duct-taped shut, the TV didn't work, and there was no WiFi as advertised. Despite prepayment, the owner, Roy, demanded £[redacted] cash, ignoring my proof of payment. Feeling uncomfortable, cold, and disappointed, we left after finding the room unlivable. Unable to locate Roy when leaving, we departed, leaving keys behind, having wasted money on the unacceptable conditions. Photos were taken for evidence.

I have reached out to multiple customer service representatives and sent several emails regarding my recent booking experience. My booking number is [redacted] with the code [redacted]. I originally booked a stay at a Wyndham hotel in Dallas but was turned away upon arrival due to overbooking. I had to spend hours searching for a new room and ended up at a Hilton where my card was unexpectedly charged $[redacted]. An investigation revealed my card had been compromised, and someone used it to pay for the room. Despite being assured of a refund since March, I have not received the $[redacted] reimbursement yet. I have extensive documentation, including emails and my bank statement, to support my claim. Your prompt attention to this matter would be greatly appreciated. Thank you.

Subject: Refund Issues for Booking.com Reservations Hello, I would like to address the refund concerns I have regarding my recent Booking.com reservations. The initial booking with reservation number [redacted] at Lima Royal Rooms for $[redacted].71 was canceled by Booking.com due to fraudulent activity at the property. Despite the cancellation, I have not received my refund yet. Following the cancellation, I was re-booked at another property with confirmation number [redacted] for $[redacted]. I was promised a credit of $[redacted].29 to cover the increased cost of this alternative accommodation. Regrettably, the quality of the second property did not meet my expectations. The description and reviews provided by Booking.com were misleading. The room had plumbing issues, the breakfast was substandard, and essential amenities were lacking. In light of these circumstances, I am seeking a full refund for reservation number [redacted] in addition to the pending refund for [redacted]. I kindly request prompt assistance to resolve these refund matters efficiently. Your cooperation in expediting this process is greatly appreciated. Thank you for your attention to this matter. Best regards, J.S.

The owner of Salvone's house is pressuring me to pay for a service that I received voluntarily, claiming that it is because I gave a low rating. After I refused to change my score and blocked him on WhatsApp, he reached out via email to your company. I do not want any further contact with this individual. What solution can we find for this issue? Looking forward to your prompt response. Sincerely, Lidia Graciela Cardonatto

I have a confirmation number: [redacted] and my pin code is [redacted]. I contacted the Fitzherbert Regency Motor Lodge in Palmerston North, New Zealand to cancel my reservation for tomorrow, Friday 26th April [redacted]. The owner assured me that there would be no cancellation fees. However, I later received an email from booking.com stating that I would be charged $[redacted] for the cancellation. I believe this charge is unfair since the motor lodge owner approved the cancellation without any fees. I urge booking.com to resolve this issue by refunding the $[redacted] to my credit card. Even the motor lodge owner agreed that the charge was unjust. I have been a loyal user of booking.com and I hope they rectify this situation promptly. Sincerely, Venice M. D.

I made a booking for an apartment on booking.com a couple of weeks ago with reservation number [redacted]. While searching for apartments for another person, I noticed the same apartment available for our dates on airbnb at a higher price. We tried contacting the hosts through booking.com about this issue but have not received a response yet. The apartment in question is the Theodore Suite in Rethymno Crete, booked from July 21 to August 02, [redacted]. There is concern that someone else might book it at the inflated price, leaving us without accommodation. Thank you. Micheàl Callanan.

I want to notify you that the Baymont Six Flags Drive in Arlington, Texas is not up to par for the price I paid. The room has broken lamps, a missing chair, one broken chair, and dirty curtains. With taxes included, I am paying over $[redacted] per day. I suggest removing this hotel from your list until they renovate. I am disappointed and stuck here for three nights because it is too late to cancel my reservations. Not a pleasant experience at all. - Janet B. Email: [redacted] Phone: [redacted]

I made a hotel reservation in Bocca Cheeka, Dominican Republic for April 7, [redacted]. The room's size stated was 100m2, but it was actually about 15m2 in reality. The noise was unbearable, preventing us from sleeping. We even had to involve the police through the concierge, but it was futile. I am a loyal customer, and I am deeply disappointed in your company's misleading information. It is essential for you to verify these locations before promoting them inaccurately on your website. After this experience, I have reported this issue to "Watch Dog" at the BBC in London. It is unacceptable. Please prioritize quality over profit, as this experience was worse than Trivago. Richard Ross.

On March 31st, while on the bus to YVR, I experienced an issue while booking and received double confirmation emails for booking references [redacted] and [redacted]. The hotel was understanding and agreed to only charge me for one booking but advised me to contact Bookings.com to avoid being double-charged. I canceled one of the bookings, yet the hotel ended up charging me for both. I kindly ask for assistance in confirming to the hotel that they should refund me for the duplicate booking.

Hello, it is currently April 26, [redacted], at 11:55 PM. I am reaching out from a different hotel in New York since we had to leave the initial hotel we booked. A friend and I reserved a two-night stay at Best Western Mill Manor in Rockville, NY. After a five-hour drive from Boston, we arrived for my friend's birthday celebration. We were disheartened by the state of the hotel room—mainly due to the aging mattress with metal springs poking out. Upon inspecting, we found yellowed and potentially bug-infested linens. The hotel, despite claiming a recent multi-million dollar renovation, was in disrepair. Water leaks, slippery floors, lack of parking, and a non-responsive management team were among the many issues we encountered. Despite the front desk's inability to provide a refund, we ultimately sought solace at a nearby Marriott hotel. The unsatisfactory experience prompted this message to Booking, as I fear a lackluster response from Best Western's management. I am hopeful for a prompt resolution. Thank you for your attention and anticipated assistance.

Hello, I recently booked a reservation for Maui Tower unit [redacted] in Paranaque City. Prior to booking, I understood that it was non-refundable with a cancellation fee. However, I tried to contact the host who could not access her booking.com account. She advised me to cancel the booking for my own benefit but later mentioned she couldn't assist with my queries. Consequently, I canceled the booking and incurred a cancellation fee. The host's inability to log into her account led me to cancel the booking at her suggestion. I believe I should not be charged the cancellation fee under these circumstances. The host, Ms. J.M., of unit [redacted] at Maui Tower in Paranaque City, Philippines, asked me to cancel because she was unable to assist me. I eagerly await your prompt response.

Hello, I recently booked Maui Tower unit [redacted] in Paranaque City. Prior to booking, I understood it was non-refundable with a cancellation fee. However, I tried to contact the host, who couldn't access her booking.com account and advised me to cancel for my benefit. She couldn't assist me with my inquiries, hence I canceled as per her advice. Despite this, I was still charged the cancellation fee. As the host recommended the cancellation due to her technical issues, I do not believe the fee should apply. I seek a prompt response regarding this matter. Thank you.

During our stay at the Niagara Lodge and Suites from April 26-28, my mom and I encountered some issues that left me disappointed. Firstly, the shower temperature was scalding hot, even with the knob turned all the way down, eventually turning ice cold. Despite my efforts, I was unfairly blamed for not adjusting it correctly. Additionally, we stored items in the fridge to prep for lunches during a dance competition, only to be accused of tampering with the dial when in reality, we had not touched it until we had to search for it amongst our groceries. Feeling unwelcome and wrongly accused, we were forced to seek alternative accommodation and incur extra expenses due to the situation at the lodge.

When we made a reservation at The Old North Inn Inverness, we specifically booked a double room for our stay. However, upon returning on Sunday, April 29th, we were given a twin room instead. The staff mentioned that they were fully booked and unable to accommodate a room change. Despite this, the twin bed was uncomfortable as it felt like the base of the bed was coming through the soft mattress. We find this situation unacceptable and are unsure how to address it since there are no other available rooms. We plan to discuss this issue with the manager and will update you on the outcome. We've used your booking services before without any problems, so this experience stands out as a disappointment.

I made reservations at Ramada Inn, [redacted] Athena Court, Greensboro, NC [redacted] three weeks ago. Upon arrival on Friday, April 26, the receptionist mentioned the system was down. After a wait, I was finally checked in for Room [redacted] on the third floor, due to an out-of-order elevator. The next morning, I clarified the reservation with another staff member, who only had me down for one night. After a back-and-forth, it was sorted for a second night. However, the keycard didn't work when we returned, and the issue was addressed at the desk without the records showing a two-night stay. Despite the inconvenience, I was charged $[redacted].86 upon checkout, despite the prior charge of $78. I felt disappointed as I had booked and paid for two nights, with no discount offered for the ongoing troubles. It was frustrating to repeatedly explain the situation. A dissatisfied guest seeking resolution.

Booking Number: [redacted] I arrived at the apartment in Grenville Tower, booked through booking.com, only to be shocked by its incredibly dirty and unkempt state. The place was in a terrible condition – the toilet was blocked, the entire apartment hadn't been cleaned for weeks, and there were signs that someone had already used the beds without them being changed. I even suspect that someone may have wet the bed. I will be happy to provide photographic evidence of the situation. I reached out to Carolina, the designated contact person, who promised to call me back in 5 minutes but never did. We also tried emailing the landlord in Australia, but we received no response. Due to the unacceptable conditions, we had to leave the place and find alternative accommodation. We are seeking a refund as the £[redacted] per night price we paid is not justifiable for such poor living conditions. I am looking forward to resolving this matter promptly. Best, Natasha

I need assistance. I am having trouble reaching out to bookings.com. I accidentally made a reservation at Bay of Palms Resort for April 30th in the name of Jayden Mossman due to a mistake by my partner. I don't plan to go to the Gold Coast. I tried to get a refund by contacting the resort, and they agreed to refund the booking but mentioned they needed to contact bookings.com first. Unfortunately, they couldn't provide me with a direct contact number. After several Google searches and browsing through multiple booking.com pages, I finally found this help box. Can someone please assist me with this matter? My booking number is [redacted], with a total of 2 guests arriving at Bay of Palms at 2 PM and checking out on May 2nd.

Hello, I'm Patty W. and I made a reservation at the Ramada Inn on [redacted] Athena Court in Greensboro, NC. I encountered various issues during my stay, including problems with check-in, the elevator being out of order, and discrepancies with my reservation length and charges on my debit card. Despite the promised discount for the inconveniences, I was not given one, and I ended up being charged more than expected for my stay. I hope the hotel can refund the extra charge and address the discrepancy with my booking. It was a frustrating experience, and I believe I should receive the refund as discussed. Thank you.

Hello, I made a reservation for a room in Annapolis on the incorrect date. I quickly went to the hotel to cancel within 10 minutes of booking as the date was wrong. The front desk attendant reassured me that I would not be charged. I have used your services frequently, and a minor date mistake corrected promptly should not result in a $[redacted] charge. This situation seems unfair. I acknowledge cancellation fees in general, but this seems excessive. Confirmation # [redacted] PIN code: [redacted] Jackie K.

Dear Sir or Madam, I am writing regarding my booking with confirmation number [redacted]. Due to unforeseen circumstances, I must cancel my booking and am aware of the no-refund policy. I kindly request your consideration to possibly make an exception in this case. My wife and I had planned to travel from February to July this year, which unfortunately turned into a nightmare when I contracted a bacterial infection in my hand in late February while in the UK. This led to two surgeries and a prolonged recovery period. After facing immense physical and mental challenges, we have decided to cancel our travel plans and focus on my recovery. Given the significant financial losses we have incurred due to medical bills and other cancellations, along with the emotional distress caused by this situation, I humbly ask for your understanding and compassion in this matter. I have been a loyal customer of Booking.com for a long time and sincerely hope for a favorable outcome. If needed, I can provide documentation from the hospitals to support my request. Thank you for your anticipated assistance. Sincerely, Kardash I.