Booking.com Customer Service Issues

During our recent stay at Apartamentos Tapahuga in La Gomera and Apartamentos do Mar in Madeira, we encountered varying levels of room service. While the La Gomera apartment provided daily cleaning and bed making, the Madeira apartment lacked regular service despite our 13-night stay. We managed to negotiate replacement bed linen after the first week and had to clean the shower room ourselves as it was neglected throughout our visit. The discrepancy in service between the two apartments was unexpected and disappointing. It would have been helpful to have this information disclosed on the website prior to booking. I hope to hear your thoughts on this matter soon.

The images of the Ocean Promenade Hotel on the Booking.com website differ significantly from my actual experience during my stay in British Columbia. The room I was assigned lacked access to a deck, contrary to my expectations based on the advertising photos showing ocean views and a deck. Although my room offered a slight glimpse of the ocean from one side of the window, it was disappointing to discover that the adjacent room had direct access to the deck, allowing strangers to overlook our room from outside. This discrepancy between the actual room and the misleading images is unacceptable. While the room itself is nice, the misleading pictures should be accompanied by a disclaimer warning that the room booked through Booking.com might not offer a deck or ocean view and could differ greatly from the advertised images. Although I'd like to share photos illustrating this issue, I'm unsure how to proceed. I have previously praised Booking.com based on my experiences in Italy, but I must reconsider recommending their services in the future. It is imperative that Booking.com includes a disclaimer for rooms without decks or ocean views, emphasizing the potential discrepancies between the images and the actual hotel setting, particularly for rooms appearing to offer ocean views from a deck when, in reality, the hotel is located on an alley rather than by the ocean.

I reached out to Booking.com to confirm my hotel booking at Marina Playa Hotel in Avenida del Mar, Mojacar, Spain. I need to know if the payment will be taken a week before my trip. I want to update the card details for payment as I am using a different card now. The call with the Booking.com staff kept getting disconnected. They mentioned needing to contact the hotel for credit card details. I have not heard back from them yet. Can you assist me with this situation? Alternatively, can I pay in cash or by credit card upon arrival? Thank you.

On March 5, [redacted], I made a booking at the Country Inn & Suites by Radisson in St. Petersburg-Clearwater, Florida. My reservation was for April 11, [redacted], but upon arrival, the room was changed from two queen beds to a king bed without my consent by the manager. This was uncomfortable as I was with male friends. The front desk staff mentioned a group of soccer kids took the remaining queen bed rooms. Despite my efforts to speak with the manager, Kunj Patel, he was unavailable. I have reached out to him for an explanation and requested a refund, but have not received a response. This experience was unexpected and disappointing, and I am now seeking a resolution for this unauthorized change and requesting a full refund for the inconvenience. I am a frequent user of Booking.com and have never encountered such an issue before.

I am experiencing issues with the Booking.com telephone number, [redacted]. The voice prompt system is malfunctioning, leading to confusion in the menu options. Despite opting for a call back, I never received one. When I called again, the menu options changed, and upon choosing option 5 and providing my confirmation number and pin, I faced a deadlock on the line. I am attempting to modify my reservation for confirmation number [redacted].[redacted].[redacted], pin number [redacted], to push back my stay by one day to May 24. However, the system is charging me a higher daily rate for the extended stay, contrary to the original agreement. The hotel is willing to maintain the initial rate, but Booking.com seems to be the only party capable of rectifying this issue. In addition, there is a need for enhancement in the reliability and effectiveness of the automated telephone response system. Thank you, Laurence G., [redacted]

I am disappointed to share that my reservation for a 4-night stay in NYC through Booking.com (Confirmation #[redacted].[redacted].[redacted]) was unexpectedly cancelled due to a supposed "glitch" at the hotel. I received a voicemail offering an alternative hotel in a different part of the city, which is not ideal. Despite numerous attempts to reach customer service at [redacted], I have encountered only busy signals. The Spanish language option led to silence, and my email remains unanswered. This situation is frustrating, and I require prompt assistance to secure an alternate booking.

Since my booking through Booking.com resulted in a double payment due to a technical error, I am reaching out for assistance to resolve this issue. The bookings were made for the same person, period, and establishment. Although the booking is non-refundable, the double payment was unintentional and occurred during multiple failed payment attempts. I have a history of bookings with Booking.com amounting to R60,[redacted] this year, and I am a loyal customer. I have already tried contacting the establishment, but they advised me to communicate through Booking Agents. Despite numerous email exchanges with Booking.com, the issue remains unresolved. I kindly request your help in refunding the duplicate payment. If possible, please provide a telephone number so I can speak with a representative directly. Thank you.

Subject: Urgent Action Required for Booking Date Error I must bring to your attention a critical issue with my recent reservation made through your system. An unintentional glitch altered my booking from July 4 to May 23 without my consent. This error has resulted in a charge of $[redacted].1 on my credit card, which I vehemently refuse to authorize or pay. I have promptly notified my credit card company of this mistake and have initiated a dispute regarding the unauthorized charge. They are fully informed about the situation and are working on resolving it swiftly. Kindly ensure the immediate cancellation and reversal of all charges associated with this erroneous booking. Your prompt confirmation on the cancellation of charges is highly anticipated. I have independently verified with the resort, as per the contact information provided, that no charges are applicable, and the reservation stands canceled. Rest assured, Booking.com is unauthorized to levy any charges on my credit card for this instance. Yours sincerely, Roxanne B.

Dear Sir/Madam, I am requesting a refund for booking number [redacted].[redacted].[redacted], registered under the name Andrew Moseley, due to several issues encountered: - The front door lock was secured with sellotape - The hallway lacked lighting - The bathroom was dirty and the light switch was faulty, with instructions to hit it if it didn't work - The owner/manager was working in the adjacent room - The room did not have a lock (this detail was not prominently featured in the main facilities section on booking.com but rather hidden in other information) - The safe was small and inadequately secured Feeling unsafe, I chose to leave the premises and seek alternate accommodation. I request a refund as a result of these circumstances. Thank you.

Dear Sirs, On April 16th, I made a booking with confirmation number [redacted]6 and paid using my credit card. I have attached a copy of the booking confirmation email. Realizing my mistake with the location, I changed the booking and made a new payment with my credit card using the 'Make Changes to your Booking' option. I have included copies of the confirmation emails for your reference. I am now waiting for a refund for the original booking that was not used, but unfortunately, I have not received it yet. I would appreciate your assistance in resolving this matter promptly. Thank you, Gerald (Gerry) Priest

Subject: Disappointing Stay at Motel 6 in Knoxville North Tennessee To Whom It May Concern, I recently checked into Motel 6 property in Knoxville North Tennessee, booking through booking.com with reservation #[redacted], Pin#[redacted]. The standard queen room I had reserved for a 1-night stay was supposed to be non-smoking. However, upon entering room [redacted], I immediately noticed a strong smoke smell and burn holes on the bedspread, indicating previous smoking in the supposedly non-smoking room. To add to the disappointment, when I requested shampoo at the front desk, I was informed that Motel 6 does not provide shampoo. Given these issues and not receiving the room type I had booked, I am requesting a refund of $58.48US on my Visa. I eagerly await your prompt response to this matter. Should you need to reach me, please do so at [redacted]. Sincerely, Paul Albany

I need help with my reservation, number [redacted]. I contacted customer service regarding a price drop on my hotel booking, but encountered unhelpful responses. Despite me pointing out the lower price available online, customer service initially claimed they couldn't see the room at that rate. After back-and-forth emails, I realized that sending a screenshot was necessary, which was never mentioned during the chat. When I called, a senior representative named Anna provided conflicting information and was unhelpful. She blamed me for not knowing the protocol for a refund, which I had no prior knowledge of. I'm frustrated with the lack of clear communication from customer service and need assistance in resolving this issue.

I made a booking to stay at Westone Manor Hotel in Northampton from the 7th to the 10th of January [redacted] with a flexible rate. During my stay, I informed them I would only be staying for 2 nights instead of 3, and the Operations Manager, Godfrey, assured me a refund for one night. Despite multiple attempts to follow up directly with the hotel, I have yet to receive the refund after 5 months. I am frustrated by this delay and find it unacceptable. I feel compelled to share my negative experience with this hotel. As a frequent hotel booker through your service, I am reaching out for assistance in resolving this issue promptly. Thank you for your attention to this matter. Sincerely, Liz O.

Hello, I'm contacting you regarding your response to my application for the Italian customer service position in Lille. Unfortunately, you mentioned that my application will not be pursued. I appreciate the consideration and thank you for acknowledging my experience, even briefly. I'm not certain if the absence of my Cover Letter contributed to your decision. It seems I omitted it when submitting my CV initially. I attempted to send a new application, but I'm unsure if it was received. I was confident in my test assessment and genuinely interested in joining your team. Should you require it, I will send my Cover Letter promptly. Thank you for your time. -Cesare

I need to adjust my reservation urgently but have been unable to reach anyone by phone. My current booking for tomorrow, Friday, May 9, [redacted], needs to be moved to Saturday, May 11, for a one-night stay. Despite wanting to modify the reservation rather than cancel it, Booking.com has informed me that it is now non-refundable. The hotel is accommodating the date change, but insists it must be facilitated through Booking.com, which is proving difficult as they are not answering calls.

I made a booking in Paris, reference number [redacted]. The apartment I booked charged my card but then cancelled my reservation. The problem is I no longer have the card used for payment and haven't received my refund. I have contacted booking.com multiple times without resolution. When trying to call the apartment, I receive a French automated message I can't understand. I have attached a screenshot of my bank statement showing the transaction and will resend it. Also, I will forward the email from the property acknowledging the payment. With my new card details not updated, I am unsure how refund will be processed. Here is an excerpt from my bank statement dated 08/03/[redacted] showing the charge. Any guidance is appreciated. Thank you. Helen Mills.

We stayed at Ma Dwyers Bed and Breakfast in Navan, Co Meath last night, the 11th of May [redacted]. We were in Room 3 on the ground floor of the building. Just before 3 am we were woken by a group of women who were shouting and cursing and sounded extremely drunk outside our room and neighbouring rooms on our corridor. They were loud, drunk, and abrasive, running up and down the corridor until at least 5 am. Despite a female manager's request to quiet down, they continued their disruptive behavior. We felt vulnerable and unable to rest peacefully. We raised our concerns at check-out, mentioning that another set of guests had also complained. The receptionist advised contacting Booking.com for a refund. We request a refund of our €[redacted] payment, as enduring such disturbed night after prepaying for a comfortable stay is unacceptable. If a refund is not issued, we will avoid using Booking.com in the future. An early response would be appreciated. Regards, F. Kinsella

I stayed at the Rheine Mathilde hotel in Bayeux, Normandy, recently. I am disappointed because the hotel advertises free parking, but there is no parking available. They are aware of this issue but choose not to update the information on booking.com. My entire weekend was affected by the inconvenience of having to move our car every three hours to different parking spots, costing us 3 euros each time until 7 pm when parking is free. It was incredibly frustrating to deal with this for three days straight. The only free parking in Bayeux is located a mile away at the town entrance. I ask for this discrepancy to be corrected, as I rely on accurate information from Booking.com before making hotel reservations. Thank you.

I made a reservation on May 11, [redacted], through your website for a room at Howard Johnsons in Wheat Ridge, Colorado for two adults and my 9-year-old granddaughter. After a long drive to attend my uncle's funeral the next day, we arrived at the hotel close to midnight. However, upon check-in, I was informed that I needed to provide an additional $[redacted] cash deposit, even though my credit card was on file. Despite offering $38 and my driver's license, I was met with rudeness. After some back and forth, I was allowed to leave my ID and the cash I had, but was ultimately told to leave without a refund. As a widow with my granddaughter, I found this treatment unacceptable, especially at a hotel advertised as family-friendly. I would like a refund for the room I paid for but couldn't use. Thank you. Sincerely, Kimberly O.

I am seeking assistance in canceling my reservation in Dover, England, through Get Human. Initially, I tried canceling around the 11th or 10th with no success until yesterday when it was mentioned that having the pin number and confirmation number would facilitate the process. I wish this requirement was communicated earlier. Please proceed with canceling my Dover reservation without any charges. I managed to cancel my Calais reservation successfully. For Dover, my reservation number is [redacted], and the pin number is [redacted]. I am Jana Williams currently in Cardiff, Wales, and had to make changes to my itinerary and timings. Kindly ensure the cancellation to avoid charges. I have limited experience with online bookings, so I appreciate your assistance. Thank you for your help.