Booking.com Customer Service Issues

I recently stayed at Days Hotel, Wyndham, N.Y. New York with reservation #[redacted]. While checking in on May 19, [redacted], I had a negative experience with the manager, Angela, regarding an upgrade. Despite previous agreements on pricing, she quoted me a significantly higher rate, suggesting I cancel the reservation instead of offering a reasonable solution. I contacted booking.com customer service at 1 [redacted] for assistance in finding another hotel, but encountered a problematic payment situation involving a Google Play gift card. After much back and forth, I managed to reinstate my original reservation at Days Hotel. I am now seeking a $[redacted] refund for the Google Play card purchase. My trust in booking.com has been shaken, and I hope for a prompt resolution to this issue.

Hello, My name is Marina Balkarey, and I have contacted Booking customer support via email more than 4 times in the last 2 weeks without receiving a response. I was charged by booking.com for a hotel that was canceled by the hotel. According to Greyhound Road Rooms UK, the hotel did not receive any charge. I have all the documentation for the cancellation. Their contact number is +[redacted]71. My Confirmation number is [redacted] and my PIN is [redacted]. Regards, Marina

I made a reservation at the Latchi Family Resort from Sunday, June 2nd to Thursday, June 6th. Upon arrival, the resort did not match the photos at all. It was nearly empty, and it took me quite a while to locate my room due to the lack of staff. There were bird droppings and large lizards on the premises, making it impossible for me to stay there. The run-down appearance and lack of people made me feel unsafe staying alone. The misleading photos of the resort made the actual experience disappointing and unsafe. I cannot stay there and do not intend to pay for this. Staying overnight was out of the question given the conditions. I strongly oppose charging my account for this stay. Please ensure that no payment is processed, and I request confirmation of this.

Reservation number [redacted] with PIN number [redacted]. The reservation is under V. Camacho's name at Hotel Partenon Beach in La Ceiba, Honduras from June 11-14. I want to express my gratitude for the assistance received from Booking customer service. I contacted BOOKING.com on June 3, and they fulfilled my request promptly. Unfortunately, there are ongoing riots and blockages in La Ceiba, Honduras, which have disrupted our travel plans. The bridges essential for reaching various cities, including La Ceiba, are currently blocked. As a result, we have made the difficult decision to cancel our trip to Honduras entirely with no immediate plans for a future visit. I have already canceled my Delta flight to Honduras for June 9-15, [redacted], and I have reached out to the hotel for a refund. The hotel advised me to go through Booking.com for the refund process.

After updating my card details due to a hack, all my upcoming trip bookings on Booking.com reflect the new information except for one stubborn booking. Despite multiple attempts, this booking won't update to my new card. While the current card is valid and not compromised, it isn't my designated "overseas trip" card. I want to ensure payment can be processed without any issues. Although I could transfer funds to the card linked to this booking, I believe there's an underlying issue that needs attention. I'd appreciate any assistance you can provide to resolve this matter promptly. Thank you.

I would like to inform you that we did attend the accommodation at the specified time. However, upon arrival, the condition of the property was unacceptable. The site was under construction with workers present everywhere, the pool was empty, and the bar was filled with furniture. I had booked this property based on information from last year when the pool was functional. Despite my regular communication with the property before my arrival, they failed to mention the closure of the pool. They admitted their mistake and even arranged for us to stay at another hotel, which unfortunately was far from our desired location. Due to health reasons, specifically my daughter's asthma and allergies, we could not stay due to the building dust and disruption. I am a frequent user of your site and have future bookings, so I kindly request that you update the status of our stay to show that we did attend. The property acknowledged their error and assured me they would address the situation. The reference number for the booking is [redacted]. I appreciate your understanding and assistance in resolving this matter. Thank you.

I made a reservation on booking.com for December 27, [redacted]. Booking.com couldn't process my credit card, so the booking was canceled. I reached an agreement with the property, Villa Shells in Durban, to make monthly payments. Now, I need to cancel my booking due to issues with the property. The owner assured me they would refund me, and there was no mention of a cancellation fee before my first payment. Even though I paid the property directly and not through booking.com, the owner wants to involve booking.com for the cancellation fee. I want my full refund as per our agreement. I have evidence of our conversation and need the money back for a group trip. Please address this matter promptly when you read this message.

Subject: Request for Refund Due to Misrepresentation at Ottoman Hayyat Residence, Istanbul To the Booking.com team, I would like to bring to your attention the deception and misconduct I experienced during my 10-day stay at Ottoman Hayat Residence in Istanbul. I made multiple complaints during my stay, providing evidence to Alisa from customer service and even calling her directly. Despite our efforts to address the issues, the residence staff were uncooperative and misrepresented the accommodations. The room lacked proper air conditioning and was unkempt with rust, cat hair, and unsanitary conditions, including stained pillows. Instead of the agreed-upon connected rooms, we were given separate rooms without our consent. The staff's behavior was appalling, including unauthorized entrance to make room alterations and disrespectful treatment. I urge you to reconsider the denial of a refund as this experience was distressing and far from the expectations set by the booking. The sum of approximately [redacted] euros demands accountability for this blatant fraud. Having been a loyal customer with numerous reservations over the years, I trust Booking.com will address this matter promptly to prevent similar instances of mistreatment of customers. Your assistance in resolving this issue is greatly appreciated. Best regards, Waleed Al-A. For further correspondence, please reply to [redacted] My Booking.com account is linked to [redacted]

Booking Number: [redacted] PIN:[redacted] Hello, I am eagerly awaiting an update from Booking.com regarding an issue that arose yesterday. By mistake, I canceled my son Rohan's room while attempting to switch to a room with two beds instead of one. Could you kindly verify if a room has been reinstated for me? My son is concerned as his room no longer appears on the confirmation. I have already paid $[redacted].19 Canadian for the two rooms. I am struggling to obtain any additional details or confirmation from Booking.com. As a retiree and senior citizen, I am quite worried and uncertain about what steps to take next. I appreciate your assistance in resolving this matter. Thank you for your prompt attention. Sincerely, Phillip Hall

I made a reservation for a double queen room at Springhill Suites, located at [redacted] Cloverdale Rd, Boise, ID, for May 31 and June 1 through your agency. I was informed that the room rate would be $[redacted] per night. However, upon checking out on the morning of June 2, I was shocked to see that my total bill amounted to $[redacted].04. The staff member at the hotel mentioned that they were unable to adjust the rates as I had not booked directly with them, but had used Booking.com instead. Interestingly, our son had a room of the same size for the same dates and only paid $[redacted] for both nights. He also booked through your agency. This discrepancy in pricing for identical rooms on the same dates does not seem reasonable to me.

I believe I am entitled to a refund from Booking.com for the $[redacted].04 I paid for a double queen room for 2 nights at the Springhill Suites in Boise, ID. My son booked the same room for $[redacted] for the same dates. The staff informed me they couldn't adjust the rates as I booked through Booking.com. I am disappointed in the lack of price consistency. If this matter is not resolved, I may have to reconsider using your booking service in the future.

Subject: Disappointing Experience at Aparthotel Oficer St. Petersburg Dear Sirs, I am a long-time loyal customer of booking.com and have recently encountered several issues during my stay at Aparthotel Oficer in St. Petersburg, with confirmation number [redacted].[redacted].[redacted]. Upon arrival on 6th June [redacted], I was disappointed to find discrepancies between the room I received and the one detailed in my confirmed reservation. Furthermore, the lack of daily cleaning service was not communicated by booking.com, causing further inconvenience during my stay with my wife. The hotel's response regarding their responsibility for rooms guaranteed by booking.com was unsatisfactory. Additionally, being asked for payment in advance while not receiving the expected services has left me feeling deceived and disappointed. I kindly request a prompt response to address these issues and ensure appropriate compensation for the inconveniences faced during our stay. Sincerely, Yehuda Julio Perry Israel

Hello, I am experiencing an issue with a hotel booking payment. I made a reservation at a hotel in Istanbul, Turkey from 05/06/[redacted] to 22/06/[redacted] using my Visa card for a friend. The hotel charged my card twice for the total amount of [redacted]€ each time. I contacted my bank, and they confirmed that the hotel indeed charged me twice under the same transaction number. However, when I reached out to the hotel, they claimed to have only processed the payment once. I am unsure how to proceed with resolving this matter.

Greetings Team, I am writing from Adriatica Travel regarding a booking I made online. I would like to request a change of dates from July 14 to July 16 due to an issue with the air ticket from Davao to Cebu to Caticlan. Your assistance in amending this booking would be greatly appreciated. Hotel confirmation number: [redacted] Fairways & Bluewater Boracay Station 1 Yapak [redacted] Boracay, Philippines Check-in date: July 13 Checkout date: July 15 Room 1 guest name: Talal Alhammadi (3 adults) Category: Junior Suite Standard I look forward to your prompt response.

I have a reservation at Le Meridian, New Delhi, India for check-in on June 9, [redacted], and check-out on June 10, [redacted], under the name of Jitendra Baldota through booking.com. The website displayed that breakfast is included in the total of ₹[redacted], but the confirmation email does not mention it. The hotel states that breakfast is not part of the booking. I kindly request a confirmation email from booking.com explicitly stating that breakfast is included to avoid any misunderstandings with the hotel's reservation team. I am eagerly awaiting your prompt response. Thank you.

I made a hotel reservation for Mike Wolkosky in Weyburn on June 5, [redacted]. On June 4, I attempted to cancel the reservation, but I couldn't provide the confirmation number to complete the request. I contacted the hotel directly and left a message on their system. The hotel returned my call the next day to confirm. As a result, the room wasn't used but there is a pending charge on my MasterCard. I was informed by MasterCard that if services were not rendered, I could dispute the charge. I kindly request assistance in resolving this matter.

I made a hotel reservation for this Saturday at Birmingham Prime Lodge through Booking.com. Ten minutes later, I received a message indicating that my card payment was declined. Upon arrival in Birmingham, I was surprised by this message. When I inquired at the hotel, a lady informed me that I could book a room for £50.00. Despite my questioning, she insisted on this price, so I accepted the offer and paid using the same credit card without any issues. Unfortunately, the room was extremely small, making it difficult to move around the bed. The room was in very poor condition, the shower room was small, lights were not working, and there was only one towel provided. After waiting for 10 minutes at reception, we decided to leave the hotel after just four hours due to the overall poor quality and service. I attempted to leave feedback, but there was no one at the reception. This experience was disappointing, and I would like to provide feedback to prevent others from encountering similar issues. I appreciate your prompt attention to this matter. Thank you. - Mr. M. Fozdar

I made a reservation through booking.com for Emirates Concord Hotel in Dubai. Upon arrival at the hotel around 14:20, I provided all the necessary documents for check-in. After a 40-minute process, they informed me at 15:10 that the room was not ready despite the check-in time being at 15:00. I insisted on speaking with the manager, who after some time, agreed to give me a room with an extra bed. I requested to see the room, which turned out to be a double room with only one additional small bed. As this was not what I had booked, I asked for a refund. After some back and forth, they finally provided me with a twin room at 15:30.

During our trip to Prague for my birthday in May, my partner and I booked the Vltava River Lunch Cruise on May 30th for the following day. The confirmation email from booking.com clearly stated that e-tickets were accepted. After some confusion, we managed to locate the cruise on time and presented our e-tickets; however, we were abruptly informed that e-tickets were not accepted, and we were denied entry. We immediately contacted booking.com, explaining the situation, and were assured a full refund. Despite being told we would receive a refund and confirmation email shortly, it has been over a week since the incident, and we have not received either. We are disappointed with the miscommunication and lack of clarity regarding the ticket acceptance and are still awaiting our refund from booking.com.

I am suggesting that Booking.com incorporate a 5-point environmental impact evaluation for all accommodations. During our travels, my family and I have noticed a lack of eco-friendly practices such as the use of plastic and styrofoam dishes, absence of recycling, and disregard for water conservation. We strongly support the idea of consumer-led initiatives for a sustainable planet. With Booking.com's large user base, implementing such criteria could make a significant difference. We are eager to choose accommodations that prioritize environmental policies. Thank you for considering this proposal. I am open to further discussion on this matter. Susan G.