Booking.com Customer Service Issues

I reserved a 3-night stay at "HolySuite J Tower Brand New Apt on Yafo" in Israel through booking.com for 2,[redacted] Turkish Liras. However, my bank account was charged an additional [redacted] Turkish Liras for a cleaning fee without prior notice, totaling 2,[redacted] TL. When I inquired with the hotel, they explained it was booking.com's policy. I requested a cancellation, received an email confirming the cancellation at no charge, but the refund has not been processed yet. I need to rebook by 24.05.[redacted]. When can I expect the refund? This is urgent. Please assist me in getting my money back promptly. My confirmation number is [redacted].[redacted].[redacted] and PIN number is [redacted].

During my stay at Mokinba Hotel in Milano on May 6-7, [redacted], €[redacted] was charged to my card twice. There was an initial charge of €[redacted] on May 1st at the time of booking, and another €[redacted] was charged upon check-out on May 7th. It is not in accordance with international law to charge twice for the same transaction. I kindly request a refund of €[redacted] to be credited back to my card. Despite informing the hotel that I had already paid through Booking.com when booking the room, the receptionist stated that the amount was not deducted, hence the additional charge on my card at the hotel. D.R. S.

I recently booked a property with a 30-day refund policy assuming that Booking.com has no or minimal cancellation fees. However, when I cancelled my booking just 25 days in advance due to changes in our plans, the property refused to provide any refund. I find it unreasonable to require such a long notice period for a hotel room. I am unable to afford the full amount and have not received any response from the property. I am frustrated as I cannot seem to find customer support to help resolve this issue. Paying €[redacted] for a hotel I won't be staying at is not something I can afford.

Subject: Unauthorized Use of My Credit Card on Booking.com Dear Customer Service, I am writing to report a concerning issue regarding my recent bookings on Booking.com. On 4th May [redacted], I noticed a charge of AED [redacted].55 on my credit card for reservations at Kipiani Guest House and Tina's Homestay in Georgia. These bookings were made without my consent or knowledge, as I specifically chose the option "No Credit Card Needed" during the reservation process. As a long-time customer of Booking.com, I am troubled by the unauthorized sharing of my credit card information with these hotels. I never provided my credit card details for these bookings, which were later canceled. I kindly request an immediate investigation into this matter and a prompt refund of the charged amount. Your swift resolution and feedback on this issue are greatly appreciated. Thank you for your attention to this urgent matter. Sincerely, [Initials]

Dear Sir, I am writing to seek your understanding and help concerning my upcoming accommodations in Nottingham. I had reservations with Booking.com for stays at Lace Market Industrial Style Serviced Apartment from June 1st to June 21st, [redacted], and at Super Modern City Centre Serviced Apartment from June 28th to July 2nd, [redacted]. Unfortunately, due to a sudden medical emergency with my wife, I need to cancel this trip. My wife has suffered a heart attack and requires a bypass surgery, leading to the need for canceling our travel plans. I kindly request your assistance in possibly rescheduling our bookings to a later date, considering our valid VISAs until November [redacted]. Attached are some medical documents for your reference. I truly appreciate any help you can provide during this tough time. Thank you for your understanding. Best regards, B. K. Mangaraj

I wanted to share my disappointing experience with the Redan Apartments on Redan Street in Melbourne. We booked a luxury queen studio for two nights expecting a nice stay based on their $[redacted] price for two nights. However, the room was far from luxurious. It was dirty, the shower was unkempt, and we had to clean before using it. The bedding, although seemingly clean, had bedbugs, and we encountered multiple cockroaches. We left after one night and found alternate accommodation at a higher cost. Despite the 1.6 out of 5 rating and our unpleasant experience, Redan Apartments are still being promoted on booking.com. I hope that by bringing this to your attention, the company can focus more on quality assurance and consider guest reviews before endorsing subpar accommodations.

I experienced a lengthy delay of two and a half hours during check-in at the hotel. The cleaning staff requested us to wait upstairs while cleaning our assigned room, causing inconvenience as we had to move our luggage multiple times. Unfortunately, even after the extended wait, the room was not clean, with dirty bed sheets, a smelly blanket, an uncleaned washroom, and overall unpleasant odors. When we raised our concerns, the cleaning staff argued with us and then left. The owner did not respond to our calls or address the situation, which was unacceptable. Despite our expectations from booking.com, the hotel's conditions were subpar, and the behavior exhibited by the staff was unprofessional. We feel overcharged for the services provided. We seek prompt action regarding these issues with the "Home@Paradise" in Kodaikānāl for our stay on May 25th-26th with three guests. Please contact me at [redacted] or email me at [redacted] Thank you.

I recently stayed at the hotel listed below. Unfortunately, my reservation was canceled shortly after check-in, which prevented me from leaving a review. I feel it's important to share my experience as it was one of the worst hotel stays I've ever had. The room, reserved for two people, lacked towels and sheets. When we requested towels, we were only given one and rudely informed that one towel per room was the policy. The lack of basic amenities made our stay uncomfortable, and the attitude of the staff further added to our disappointment. The cleanliness of the room was subpar with dirty sheets, floors, and pillows. We had to lay our clothes on the beds for hygiene reasons. Moreover, the actual state of the room did not match the pictures online. Important features like WiFi and functional air conditioning were missing, leaving us with an uncomfortable stay. I urge the website to verify the accuracy of the information provided about this hotel. If no action is taken, I hope to write a public review to warn future guests. [Hotel Link Redacted] Confirmation Number: [Redacted] PIN Code: [Redacted]

I visited your website to check out hotels in Mombasa and decided to book a stay at The Shaza based on the appealing photos displayed. Upon arrival, I was disappointed to find that the hotel did not live up to its online portrayal. The gardens were neglected, the elevator malfunctioned during a power outage, and the room was dirty with flies present. The sofas were stained, walls were marked, the shower smelled like fish, and the Jacuzzi was non-functional. Additionally, the swimming pool was unclean, the WiFi did not work, and the staff provided no satisfactory solutions upon complaint. Despite contacting the manager for a refund due to the misleading advertisement, I was informed that no refund could be issued per booking.com policy. This experience has left me feeling unsatisfied and I am seeking a resolution. I have photographic evidence of the issues encountered and hope for a prompt response.

Hello, I'm Gregory Joseph Allen contacting you from Beijing, China. On Friday, May 5th, I attempted to book a round trip flight with Cathay Dragon Airlines through your company. The intended route was departing from Beijing on June 30th to Cebu City in the Philippines, and returning on July 22nd. After filling out all the necessary details, including my financial information, I encountered an error message upon clicking the final confirmation button. Subsequently, I noticed the funds, approximately 3488rmb, were deducted from my bank account without any confirmation of the booking. I am reaching out for assistance in resolving this issue and securing the originally selected seats for my flights.

We recently made a reservation for a trip to London through your company with booking ref [redacted], arranged by Angela M. This was meant to be a special 70th birthday celebration to attend the Chelsea Flower Show. However, upon arrival at the apartment located at 8 Knaresborough Place, we encountered several issues. Despite requesting additional towels, only one towel and one hand towel were provided, and our request for more was unsuccessful. Additionally, there were various maintenance problems that detracted from our stay: 1) Lack of locks on certain interior doors, including the balcony door and bedroom door leading to the balcony. 2) A broken bathroom handle found in a cupboard. 3) Absence of a tea towel. 4) Unpleasant odor from the shower drain on the last day. 5) Being placed in a third-floor apartment instead of the basement unit we originally booked. We lodged a complaint with the staff but were unable to reach the manager, identified only as "Kim." We are seeking compensation for the inconveniences we faced, as these issues negatively impacted our weekend getaway with close friends. It is crucial that these accommodation problems are addressed promptly to prevent similar experiences for future guests.

Hi Barbara, I recently contacted Airport-Hotel about my reservation on 20 May. I was expecting shuttle service as described on their website, but couldn't find it at Charles de Gaulle airport. Despite calling them multiple times, they were unhelpful and advised me to take a cab, costing me 20 Euros. Additionally, breakfast, which I believed was included, was not provided. It was a challenging evening for me and my tired 9-year-old granddaughter. I'd appreciate it if you could look into this matter. Thank you for your assistance.

I reserved a hotel in New York City for four nights and double-checked multiple times to ensure it was accessible for individuals with disabilities. However, upon arrival, I discovered it is not. I am unable to access the shower or sink, and I cannot close the bathroom door behind me. I am looking for assistance in locating a genuinely accessible hotel for the remainder of my trip and obtaining a refund for tonight's stay at the Life Hotel on 19 W. 31st St. Additionally, I would like to ensure that this hotel no longer falsely advertises itself as accessible on your website.

Dear Sir or Madam, My family and I were supposed to stay at the Brussels Central apartment on Lemonnier. However, upon our arrival yesterday at 6 pm, we encountered numerous issues that led us to leave the place. We had to pay £[redacted] to leave at 7:56 am today due to safety concerns and the unacceptable conditions of the apartment. There were problems with connecting to the owner, the neighborhood seemed unsafe, and the apartment itself was in poor condition: poorly lit hallways, graffiti, and a non-functional elevator, among other issues. The overall experience was unbearable, and we feel that the price we paid did not match the quality of the accommodation. I am requesting a refund and hope to resolve this matter promptly. I have photo evidence to support my claims and would appreciate a prompt response. Yours Truly, [Initials]

Subject: Payment Issue with Resort Booking Dear Booking.com, I appreciate the service I've received from you in the past, but I encountered some challenges with a recent booking at ALFAMAR Beach & Sport Resort. After facing difficulties with payment processing using my debit card, I unintentionally made two bookings for the same holiday. This resulted in an overdrawn account and pending bank charges. Furthermore, the resort now requests an additional [redacted] euros for a third person to stay in the suite, without basic amenities like tea making facilities or a fridge, which I find excessive. To resolve this, I kindly request a refund for all transactions totaling £[redacted].90. While one refund is already in progress, I urge for the swift return of the remaining balance. Please keep me updated on the progress via email or phone at [redacted]8. Thank you. Best, Howard F.

Subject: Request for Booking Cancellation at Colnbrook Lodge Guest House Hello Booking.com, I am reaching out to request the cancellation of my booking at Colnbrook Lodge Guest House from the 1st to the 3rd of June. I had contacted the guest house to confirm my check-in time as per the approval in the email I received. Unfortunately, upon speaking with them, I was informed that an early check-in would incur an additional charge of GBP 20, which was unexpected. Due to this discrepancy in information, I have decided to cancel my reservation and have already made arrangements at another hotel that can accommodate my needs without any extra charges. Thank you for your assistance in canceling this booking promptly. Sincerely, Ronnie (Veronica Uzoigwe)

Hello, I made a reservation for a one-night stay in a twin room with breakfast on April 29, [redacted], at Brook over Farm in Frome, UK. Upon arrival, the person in charge mentioned that I had booked two rooms despite my intentions. She advised me to cancel one booking and assured me that I would only be charged for one room. My daughter and I stayed in the single room as planned. However, on reviewing my credit card statement, I noticed I was charged £[redacted] on April 26, [redacted], for both rooms and an additional £65 on the day of check-out. Despite reaching out to resolve the issue and promises of a refund, I have not received any reimbursement. I am Mrs. Jane James, and one of the confirmation numbers is [redacted]. Receiving a refund is essential as £[redacted] is significant to me, especially since the stay was a birthday treat. Thank you.

We had reserved two rooms at a hotel in Brussels for one night. Upon arriving before noon, we were informed that the rooms were not ready and were advised to return after 2 p.m. After exploring the town, we returned around 7 p.m. to check in, only to be told that only one room was available. The staff member was rude and unhelpful. When we requested to cancel our booking due to the situation, the owner refused unless we waited until after midnight. Concerned about potential charges, we decided to cancel the booking ourselves. The owner showed no concern and did not assist us in finding alternative accommodations, creating a stressful experience especially with children during a holiday period. Our stay at Sunrise Hotel was disappointing, located at Chausse de Nerstalle 40, Vorst/Forest, Brussels, [redacted], Belgium. Can we anticipate any form of compensation for this unpleasant experience?

Subject: Concerns Regarding Recent Credit Card Charges Hello, I was advised by a customer service representative to contact you. I can provide the PIN number as [redacted]. My spouse and I stayed at Airport Bari-Palese on May 15, [redacted], under confirmation number [redacted], and were correctly charged around $[redacted] to my credit card. Upon reviewing my credit card statement today, I discovered two unauthorized charges to B & B Airport Bari - Palese on May 29, [redacted], one for nearly $[redacted] and the other for $[redacted]. We were not in Italy on those dates, and these charges are fraudulent. I have already canceled my credit card. I do not feel comfortable sharing my bank statement as proof of the fraud; however, I am willing to provide any necessary information via email or by phone at [redacted]. This experience has caused me significant distress, and I trust that Bookings.com will take the appropriate measures to safeguard my billing information in the future and address this issue promptly. Thank you, A. J. Garfield

Hello, we have arrived at the H Top Royal Sun Hotel in Santa Susanna, Costa Brava, Spain. Upon entering the lobby, we were shocked to witness a man urinating in a flower pot, and the noise level was incredibly high with intoxicated individuals everywhere. Upon checking into our room, we discovered that the shower was not functional, the balcony door did not lock, and the beds were extremely uncomfortable, with springs poking through. The room appeared old and worn. Dinner at the hotel restaurant was a disappointment with cold and unappetizing food. We tried to request a refund directly but were advised to go through Booking.com. We usually book directly and have never had such a negative experience. Our two-night stay has been ruined, and we would like a refund and to cancel our booking for tomorrow to find alternate accommodations. I have photographs showing the discrepancies between the website and reality. Thank you.