Booking.com Customer Service Issues

I made a reservation at Hotel Entremares in La Manga for May 13th - 15th. Upon arrival with my husband, we were extremely disappointed with the hotel, which we believe should be rated as a 1-star accommodation. We chose not to stay there and requested a refund for the one night we had pre-paid a few days earlier. Unfortunately, as the receptionist did not understand English, we were mistakenly charged for another night instead of getting the refund. To resolve this, I booked another hotel for the same dates through booking.com, paying for it again. I seek your assistance in arranging for the refund of the initial booking made through your company since we are unable to afford two hotel stays, especially at a place we did not use. Additionally, I must highlight that the depiction of the hotel on your website is misleading, as it caters more to elderly guests and offers amenities comparable to a hostel. I await your prompt response and necessary actions.

I made a reservation requesting wifi access, but unfortunately, the property's internet was not functioning during my stay. Despite speaking with two staff members who assured me it would be fixed "shortly," the issue persisted the next morning. The manager then confirmed that I could receive a full refund. However, the charges are still showing on my credit card statement. I am requesting an immediate and full refund of all charges from Motel 6 Elk Grove Village in line with the assurance provided by the motel staff. Thank you.

I encountered issues with double booking at two hotels in Vienna. The booking references are #[redacted] for Carlton Opera on May 10-12 for 2 nights, and #[redacted] for Hotel Praterstern on May 12-14 for 2 nights. My wife and I faced credit card problems while booking through Booking.com but eventually secured the reservations. Upon arrival at Carlton Opera, we were welcomed for our initial 2-night stay. However, during check-out, the manager presented a message confirming an additional booking, which we disputed. Hotel Praterstern refused to cancel, insisting it was non-refundable. When honoring the reservation, we were informed we had booked two double rooms and were charged accordingly. Both hotels charged us for rooms we didn't use, resulting in duplicate charges on our credit cards. This situation, not encountered previously on Booking.com, has caused confusion. We realized the issue on May 12 at Carlton Opera and May 14 at Hotel Praterstern. I am seeking a full refund from both hotels for the unused rooms. Harry Marsh

Hello, I made a reservation at Pertiwi Resort and Spa in Ubud, Bali for May 3rd to May 5th (booking number [redacted].) After booking, I contacted them to cancel and was assured by a staff member over the phone that it was taken care of. Despite this, I received an email stating I was a no-show and was charged for the stay. Pertiwi has been unhelpful in resolving this issue. I am disappointed to be charged over [redacted] USD for a reservation I believed was canceled, and I seek a fair resolution. Thank you. Regards, A.

I received confirmation that my booking at La Marina B&B has been fully paid. Your message stated: "Thank you, Robert! Your reservation has now been paid in full. La Marina B&B is expecting you on 19 April. This booking has been paid by MasterCard on 29 Aug [redacted]. Please show this confirmation at reception when you check in. Enjoy your stay at La Marina B&B." The owner faced difficulty with English, so when an amount of €[redacted].50 was requested, I paid the full amount thinking it had not been settled. I am concerned now that I may have paid twice. Could you please confirm if the account has been paid? My confirmation number is [redacted]. Thank you, - Robert Olsen

I made a reservation at Comfort D’Auro 2 in Granada, Spain, for my wedding anniversary on Monday, June 10th. Recently, I tried to extend my stay by one night to include Tuesday, but there was a mix-up in the system and I accidentally booked May 13th and 14th instead. I promptly canceled the incorrect booking but was still charged [redacted] euros. It was upsetting, and although I understand it was my mistake, it would be helpful if the system clearly displayed the original dates for modifications. As a loyal Booking.com customer, I am hoping for a voucher for a future hotel stay as a gesture of goodwill. I have been unsuccessful in reaching out by phone.

I am experiencing numerous issues with this website and the customer service provided, and at this point, I am deeply disappointed. I made my initial booking two weeks ago, confirmed it, and then canceled it later on the same day due to the short notice. Despite emailing the hotel to request a fee-free cancellation and reaching out to you three times to confirm the cancellation, I received no response. Subsequently, I made another booking for a closer hotel without any problems. However, almost a week after booking, I was informed via email that I still had two bookings and that the full amount would be charged, despite my efforts to cancel the first booking weeks ago. The most recent issue is that I have been overcharged for the new hotel stay. The website indicated $[redacted], but I was charged $[redacted] without any explanation. I had intended to pay at the property, but my credit card was charged to maintain the price. I am requesting the cancellation of my booking without any fees and to be charged the correct and fair amount, not an overcharge. This situation is truly unacceptable.

I made a reservation at Lake View Hotel in Llanberis several months ago. Upon reviewing the latest email from booking.com before my arrival, I noticed that only my name was on the booking for a double room. I added my wife to the reservation and received a confirmation email for the update. Upon checking in today, the hotel informed me that adding my wife increased the nightly rate from £76.50 to £90. I was not informed of this extra charge beforehand, and the hotel stated it was an issue to resolve with booking.com. I had to pay the increased rate as there were no other options available. Additionally, both BBC channels were not working due to poor signal in the area after the digital transition. I have used booking.com for numerous hotel bookings and am disappointed by the unexpected additional charge. I believe booking.com should refund me the £27 difference in cost. The issue with the BBC channels is also concerning. Looking forward to your response. Thank you, K Cheatle

We recently checked out from Bryce Canyon Resort with confirmation number [redacted]. The hotel did not meet our standards, so we decided to cut our stay short by two nights. Achasha at the front desk was informed, and she stated it was okay without mentioning any additional charges. Relying on this information, we proceeded to book another hotel. Upon check out, we were surprised to see we were billed for the full stay and were not given a receipt until requested. Despite paying in full, we are now in contact with Booking.com to resolve this issue. We expect to only be charged for the two nights we actually stayed.

I would like to clarify that the booking mentioned in the email below was made in error and was promptly canceled within minutes. The cancellation occurred even before a confirmation email was received. I believe it would be unjust to be charged a cancellation fee since the booking was not active the following day or a week later. I kindly request to waive the cancellation fees as this booking was made accidentally while my son was playing with the laptop during my search. Due to my saved data and Visa card details on the system, this mistake occurred. I was simply researching prices to plan for future accommodation and flights. I took immediate steps to cancel the booking before any confirmation was received. After contacting the hotel, I was advised to reach out to booking.com to explain the situation. I have already emailed booking.com customer service but have not received a response yet. Thank you for your anticipated understanding and I look forward to your favorable response.

On April 21, [redacted], I contacted the Budget Inn in Fort Stockton, TX to cancel my reservation for April 29, [redacted], which was booked through Booking.com on April 9, [redacted]. Despite requesting an email confirmation, I was informed that the hotel does not send emails. I called the hotel the next day to reconfirm the cancellation, and they assured me the reservation was canceled. However, I have since noticed a charge on my credit card for the room. I have corresponded with Booking.com to address this issue and provided details about the charge. They advised me to contact the Budget Inn directly to resolve this matter. The confirmation number for the booking was [redacted], with pin code [redacted]. Thank you for looking into this matter.

I had a terrible experience with my hotel stay. Initially, I complained about the [redacted] roaches in my room and was moved to another room, which was too hot. When I contacted booking, the first customer service representative promised to call back in 15 minutes after confirming the unsuitability of the room, but never did. The hotel agreed to refund me and provided a receipt as proof, yet booking refused to cancel it. Despite speaking to my bank, there was no evidence of any refund. The subsequent customer service representative hung up on me, and the following one laughed and claimed there was no supervisor or corporate contact available.

I have been trying to get a receipt from Sercotel Suites del Mar for my recent booking made through Booking.com. Despite multiple emails, I've only received requests for more information such as my email address, name, address, booking agent, payment date, and even passport number just to issue a receipt. I have complied with all their requests and have even sent a copy of my bank statement showing the payment made on 25th April [redacted] but still haven't received the receipt. Could someone please help me out with this? Thank you. - Julie H. Check-in: Mon 22 Jul [redacted] Check-out: Thu 25 Jul [redacted] Property name: Sercotel Suites del Mar Booking number: [redacted] Total guests: 2

Dear Sir/Madam, We wanted to share with you our recent experience with our 2-night stay at The Maltings in Shepton Mallet, UK on May 18th and 19th. Unfortunately, it was a complete disaster. The accommodation was incredibly difficult to locate due to inadequate directions, lack of signage, and locals who were unfamiliar with the property. Moreover, when attempting to contact the designated person, our calls went unanswered. After spending over 2 hours searching, we were forced to seek alternative lodging, resulting in unexpected financial expenses. This stressful and frustrating ordeal has left us greatly disappointed and dissatisfied. Regrettably, we cannot recommend this accommodation to others. We have reached out to the property owner regarding our concerns and intend to escalate the matter formally. Although the owner did respond via email later that evening, we had already made alternative arrangements. We seek your guidance on how to proceed. Best regards, Helen and Bert Fine

Subject: Complaint regarding Stay at 1 Frederick Gardens, Brighton - Booking Ref: [redacted] Good Afternoon, I have recently stayed at 1 Frederick Gardens, Brighton with the above booking reference and I am disappointed with the experience. The property's cleanliness was poor, the hob and grill were not working, the toilet was blocked, and the front radiator didn't function properly. I have reached out to Airhost during my stay, but their response has been unsatisfactory. Despite being offered a £85 refund, I believe it doesn't cover the issues encountered. I have attached the email chain and photos for your review. I kindly request your assistance in resolving this matter as I am unhappy with the stay and the handling of my complaint. Thank you for your attention to this matter. Sincerely, S.W.

I am disappointed we didn't make it to the property. Our reservation was canceled even though we arrived at 1:30 pm due to heavy traffic and rain. I have never experienced this type of situation before while checking in. I felt treated poorly, but luckily we found another property nearby, Moldex Residences Condominium Unit. The check-in date was from May 11th to May 12th with a check-out on Monday. The way in which our reservation was canceled without notice was frustrating. I hope the property management receives this email.

I encountered a problem while trying to book a car through rentalcars.com. The website went blank before confirmation, leading me to believe it didn't go through. I then booked through Booking.com at the Hertz booth for a Thrifty car. However, I noticed discrepancies in the charges between the booking confirmation and what was actually charged on my credit card. It seems I've been charged by both Rentalcars.com and Hertz (for Thrifty). I've attempted to contact Rentalcars.com with the provided phone number with no success, and without a confirmation number, I couldn't find my booking. I urgently need assistance to resolve this double charge issue as I cannot afford to pay twice. I hope for a prompt resolution to this matter. Thank you, James K Engelman.

I booked a vacation in Goa through your website, but upon arrival, I was disappointed with the accommodation. The family rooms were all booked, and we were given a small room with a steep staircase, a tiny bathroom not attached to the room, a small queen bed, and no kids' amenities. The quality of the place did not match the expectation of a four-star rating; it felt more like a two-star accommodation. I request a refund for the remaining days of my stay and assistance in booking a better place. The booking was made under the name Dr. Aarti Agarwal through your website.

Subject: Follow-Up on Credit Card Refund Status for Holiday Inn Grand Rapids-Airport I submitted the requested documentation on April 9th for the disputed charge of $97.75. It has now been a month since then, and I have checked my account statement, but the credit has not been issued. May I please have an update on when this correction will be processed? My husband and I encountered significant challenges during our stay at the Holiday Inn Grand Rapids-Airport, which led to confusion and frustration. Despite multiple attempts to check in with our reservation, it was repeatedly not found until later on. We hope to resolve this matter promptly. Thank you for your assistance in addressing this issue. Sincerely, Katolrnm

I was mistakenly charged for two rooms at the Frankfort Airport Hotel and Conference Center on May 13, [redacted]. I reserved through Bookings and requested to cancel one room due to a price reduction. Bookings confirmed my request via e-mail on February 22, [redacted], and also sent a confirmation of the revised reservation. Upon check-in, the Hotel honored the revised booking, but I later found out that I was still charged for the cancelled room. I kindly request assistance in resolving this issue and obtaining a refund for the duplicate charge on my credit card.