Booking.com Customer Service Issues

Title: Refund Request for Stay at Ottoman Hayyat Residence Istanbul Dear Booking, I would like to address the issue I experienced during my recent 10-day stay at Ottoman Hayyat Residence in Istanbul. I raised concerns with Alisa from customer service during my stay, providing evidence of the discrepancies. The hotel denied any problems, which included a room lacking proper air conditioning and being unkempt with rust and unhygienic conditions. Additionally, the hotel deviated from the agreed room arrangement and attempted to deceive us by altering the room without consent. The staff, especially Abdulaziz and another employee, were disrespectful and unprofessional. Despite my extensive complaints and evidence, the hotel refused to refund me €[redacted], insisting on charging the full amount for the subpar service. I urge Booking to intervene and prevent such fraudulent practices from affecting other customers. I have attached photos and a video as evidence of the deplorable conditions I encountered.

I am requesting a refund for my 10-day stay at Ottoman Hayyat residence in Istanbul due to an unpleasant experience. During my stay, I reported several issues to Alisa from customer service but the residence did not address them appropriately and even tried to manipulate the situation. The room had no air conditioning as promised, was dirty with rust, had unhygienic pillows, and was not as described in the booking. The staff, especially Abdulaziz and another Turkish individual, were disrespectful and unprofessional. Despite my complaints and evidence provided, the residence refused to refund me. I am a loyal customer of booking.com and have never experienced such deception. I urge you to investigate this matter as it involves a significant amount of money (approximately [redacted] euros). The residence's actions are unacceptable, and I expect a refund for this terrible experience.

On the 9th of June, we arrived at the accommodation ahead of schedule, even though our official booking was from the 10th to the 14th. The address was [redacted] Santa Anna Drive. Upon arrival, we found the place to be messy. The bedding in our room was dirty, and we had to put the sheets on ourselves. Additionally, the host seemed odd, sharing stories about previous guests stealing and leaving abruptly. There was a peculiar sign in the bathroom instructing us not to use toilet paper, and the shower facilities were subpar. Due to these issues, we only stayed one night and left the next day to find a different place to stay. We had originally booked from the 10th to the 14th but ended up leaving early after paying US$27 for the one night. We are requesting a full refund for the stay as the conditions were unacceptable. We believe that a more thorough vetting process for accommodations on bookings.com should be implemented to avoid these situations in the future. It is worth noting that the property where the room was rented was not owned by the host, as a repairman mentioned that she rents it out while he comes to do repairs periodically.

To the concerned party, I am Valerie Ivancic, and I had reservations at "The Missing Sock" for tonight and the next 2 nights. I decided not to stay at the hotel. Upon arrival, I felt unsafe as a single American woman traveling alone for work. I encountered issues with the service such as no one at the registration desk, an empty property, and being the only guest as opposed to what was advertised online. The room's glass front door and the lack of basic amenities made me uncomfortable. I chose to book a different hotel for my stay. I am seeking a refund for the nights not utilized at The Missing Sock. Thank you for your attention, Valerie

Confirmation No: [redacted] PIN: [redacted] I made a reservation on 30/1/19 for Baha Baha Villa in Sumbawa for 1st to 7th August [redacted]. Yesterday, I decided to cancel the booking through the app. I wasn't informed about any full accommodation fee as a cancellation charge and assumed the cancellation was successful. However, today I received emails from BBVilla insisting on the full payment and trying to withdraw the amount without my consent. Westpac blocked the transaction, and now BBVilla is demanding Rp. 7,[redacted],[redacted]. I tried to negotiate to pay one third, but they are not accepting this compromise. With seven weeks left before the booking, I believe there's ample time to fill the spot without inconveniencing anyone. I hope that BBVilla can reconsider their stance. Thank you. -Ross F.

Dear community, I had made a reservation and completed payment for an apartment in Athens starting on the 16th of June. My booking number is [redacted] and the PIN code is [redacted]. Regrettably, I recently received a message from the property owner informing me of the cancellation of our reservation due to some issues. I have not been provided with any further details regarding the cause of the cancellation. Subsequently, I received emails from booking.com offering alternative apartments similar to the initial one. They assured me that if there is a price difference, it will be refunded. I have proceeded to make a new reservation for another apartment, but this time the only payment option available is cash. Despite contacting booking.com, I am yet to receive confirmation on when the refund for the canceled apartment will be processed to my bank account. The property owner directed me back to booking.com when I reached out via email. I am eager to have the refunded amount returned to me promptly since I did not initiate the cancellation of the booking. I eagerly await their response. The new booking number is [redacted].

Dear Sirs, I would like to bring to your attention the disappointing experience I had at Novum Hotel Congress Wien am Hauptbahnhof. Despite my booking confirmation number being [redacted].[redacted].[redacted], I was given room [redacted] which faced a noisy main street, making it impossible to stay due to the excessive noise. The room was also uncomfortably warm. When I requested a quieter room, the hotel had none available, leading to my decision to leave at 11:00 PM to find alternate accommodation in Vienna. As a Captain on River Ships, having a peaceful and cool room is essential before my early morning work. Unfortunately, the hotel staff was unable to meet these basic expectations. I kindly ask for a refund of 84.57 Euro to be processed back to my Visa card. I appreciate your prompt attention to this matter. Sincerely, Jaroslav Veselka

I made a reservation for an apartment today in Malta at the "Attard Guest Home" located at 13, Triq ir-Rand Attard, Attard, ATD [redacted], Malta. Upon our arrival, we found the property to be closed without any prior notice or signs displayed. Despite our arrival time being after 2pm as per the check-in instructions, there is no one inside the house at 2:15pm. I have documented the situation with pictures and videos. Please reach out to me via email or WhatsApp at +[redacted]6. I am eager to resolve this matter promptly as our time is being wasted here.

At 8:30 am, I made a reservation with Winlock who claimed to be a hotel. The pictures on the listing are highly misleading, showing the entire living room, front entrance, and living area. After booking, I called Winlock to confirm access to the whole house. Winlock responded rudely, questioning why I needed the entire space and eventually canceled my reservation, blocking my number and WhatsApp. I contacted booking.com for help, but they only responded at 4 pm, after my check-in time, stating that their policy prevented any refunds. Winlock's behavior has been unacceptable, and I feel scammed by his misleading representation of the property. His lack of cooperation and blocking my communication make it impossible for me to stay there comfortably. I demand a refund promptly. Thank you. Best, J.K.

I need help with my reservation at Betariel Apartments S22 with reservation number [redacted]. There are several problems with my stay. Initially, I booked for 4 nights, but the property unexpectedly cancelled my reservation after the first night without informing me. As a result, I only stayed for one night, and they assured me they would charge me for just one night and refund the other 3 nights. However, when I checked my bill, I noticed they charged me for 2 nights instead of 1. Despite providing evidence and emails to the customer service team detailing these discrepancies, I have been met with inconsistent responses from different agents who seem to overlook the full situation. Their communication with the property only confirms the incorrect charge for 2 nights instead of addressing the issue. I kindly request that the customer service team thoroughly review all the correspondences and documents related to this matter.

As a long-standing customer, I must express my disappointment with recent booking experiences. Firstly, the Mud Crab Motel in Derby, Western Australia turned out to be non-existent. Secondly, the Minyirr Retreat in Cable Beach, Broome, WA was inaccurately represented, resulting in a $[redacted] cancellation fee for a room within a house, not the resort-style accommodation advertised. The property posed security concerns with uncertain egress and was more of a bed and breakfast rather than what was portrayed on bookings.com. I felt misled and trapped by the owners. Regrettably, these incidents have shaken my trust in booking through your services. Regards, M.R.

I attempted to extend our stay at Sweet Home in Sololaki, Tbilisi, Georgia for June 18. We are currently reserved for June 15, 16, and 17, [redacted]. When trying to add June 18, we were informed it was unavailable. Despite Anna, the owner, confirming availability, we were relocated to Sweet Home Sololaki, which we believed was affiliated but it is not. I wish to cancel our June 18 reservation at Sweet Home Sololaki and stay at our current location, Sweet Home at Sololaki. The management site does not allow cancellation without payment. Sweet Home Sololaki assured free cancellation but our booking ([redacted]) remains active. Kindly cancel it so we can secure the reservation at Sweet Home at Sololaki for June 18, [redacted]. Once the cancellation is confirmed, I will proceed with the correct booking. Thank you, Carla.

Good evening, I want to address an issue regarding a booking made on April 16th at Hotel Pazo de Altamira for my father, J. McNamara. I canceled the booking on May 23rd, but my father has not received the refund for the amount charged to his credit card. There were two bookings with confirmation numbers [redacted] and [redacted], both canceled. I have already contacted the hotel, and they stated they did not charge the card, suggesting that booking.com might have processed the payment. It has been three weeks since the cancellation, and I'm eager to resolve this promptly. Please provide an update on when the refund will be issued. I await your response eagerly. Best regards, A. McNamara

I made a reservation for a trip to Jefferson City from June 21-23. We were looking forward to the haunted prison tour but it was cancelled because of tornado damage and the flooding in the area has made it difficult to reach the location without taking a long detour. Due to the natural disasters affecting the area and closures of attractions, we would like to cancel our stay at Quality Inn and Suites. I have been a loyal customer and accidentally booked a non-refundable option this time. Despite this inconvenience, I plan to use your services in the future. Could we please receive a refund for this unexpected cancellation? Thank you, J. and L. Slyman.

Regarding Confirmation number: [redacted] for a 2-night stay at Asiatel, Los Pinas, Manila, Philippines from June 11-13, I did not stay at the hotel and would like a refund of 3,[redacted] pesos. Upon arrival, the hotel staff claimed they had no reservation for me. Even after showing the reservation on my phone, a female staff member insisted I pay 3,[redacted] pesos for 2 nights, despite the payment already being charged to my credit card. Following this, I declined and took a taxi to the Asiatel property in Pasay instead. The Asiatel in Los Pinas seemed run-down and frequented by individuals for short stays. I believe this property should be removed from the list of valid hotel options. I was thoroughly disappointed with the hotel's condition and the atmosphere around it with individuals loitering outside waiting for turnover for new guests.

Subject: Issue with Hotel Bellevue Booking To whom it may concern, I want to address an issue I encountered during my recent stay at Hotel Bellevue in Split, Croatia. Despite sending pictures and detailed information to Booking.com regarding the room condition, I regret to inform you that there was a strong smell in the room due to what appeared to be a mold build up possibly caused by a leaking Mobil air conditioner. Unfortunately, upon discussing this matter with the staff, communication was challenging as the employee I initially spoke to left, and I was left speaking with an older gentleman who seemed to have limited English proficiency. Feeling uneasy about the situation, I left the property and secured alternative accommodation. I have reached out to Booking.com for assistance as this experience was disappointing. As a retired individual, it is crucial for me not to incur any unnecessary expenses. I have been a dedicated customer of Booking.com since [redacted], entrusting your services for all my travel needs. I hope for a prompt resolution to this matter. Thank you, R. Russell

When booking the Keramas Surf Camp, we expected twin beds in the huts shown on the website, but ended up with capsules. The hotel mentioned changing the room type on booking.com before July 19. I'm unsure how to proceed. If you need to reach me, my number is [redacted].

We made a reservation for a room on June 12th, arriving at 10 pm to check in. The clerk informed us they couldn't open the office as the owner doesn't provide keys to open after hours. After contacting the manager, the solution given was to request a full refund through bookings or wait for a refund the next day. Despite this, we received an email stating we were a no-show and got charged. The lack of information about the 10 pm check-in restriction is frustrating, especially when we provided our estimated arrival time of 9 to 10 pm. Our confirmation number is [redacted], pin code [redacted]. The motel representative, Paulina, was informed of the issue, but instead of providing a written statement, she assured us of a refund.

Hello, I'm writing to inform you that our upcoming stay at The Innat Stonegate on Mackinac Island needs to be addressed. Due to persistent heavy rain, our basement, a [redacted]-square-foot finished area with carpet, is experiencing water seepage through the walls and underneath. The Michaelis Renovate and Restore company is currently evaluating the situation and suspect it may be related to the foundation. If necessary, they can provide documentation such as a letter, video, and photos. Unfortunately, we are unable to leave the house until the water issue is resolved. Given the circumstances, we kindly request your understanding and possibly a refund or a waiver of charges for our upcoming stay that we may not be able to make. We apologize for any inconvenience this may cause. Thank you for your attention. Warm regards, Mark and Kathleen Broady

I'm trying to get a refund of £90 from Cogie Abode. They charged me the full £[redacted] but their advertisement stated a cancellation fee of £90 up to a certain date. I canceled a day prior to this date due to my husband's job loss. After contacting Cogie Abode, they agreed to refund me the £90 back in April. However, I still haven't received it. The full payment of £[redacted] was taken from my account, which was my son's DLA money instead of the expected £90. As a loyal customer of Booking.com where I always book my hotels, I find it disappointing that despite numerous emails, I have yet to receive my refund.