Booking.com Customer Service Issues

I made a hotel reservation in Parsippany, NJ for June 14 and received an email confirming a free cancellation. Even though I did not stay, I was charged $[redacted].40, causing an overdraft in my account with an additional $35 fee. The hotel assured me of no charges when I called and explained the situation. My confirmation number is [redacted]86 and PIN number is [redacted]. I am deeply upset as a mother of three struggling financially and trusted the free cancellation policy. I kindly ask for assistance in resolving this issue with the hotel as promised by the manager during our conversation. My phone number is +[redacted]8.

Hello, I'm seeking some assistance regarding a room booking mix-up I encountered. I originally searched for rooms on the Isle of Wight for this Saturday, the 22nd, and made a booking for a room that I was pleased with. However, upon checking my email today, I discovered that the booking was actually made for the following weekend, the 29th. I had already made arrangements for babysitters and transportation to and from the island. I've contacted the Nightingale Hotel in Shanklin, Isle of Wight, and they have confirmed availability for the 22nd at the same rate. Unfortunately, they mentioned that they were unable to modify the reservation since I booked through your website. I kindly request your assistance in changing the booking to the 22nd. Your help in this matter would be greatly appreciated. Thank you for your attention to this matter. Best regards, Sasha.

Subject: Reconsideration Request for Acorn Lodge Guest House Booking I have been attempting to resolve an issue since last Thursday without success. My booking at Acorn Lodge Guest House from 14-16 June had to be canceled last minute due to illness, which was beyond my control. I am disappointed by the full £[redacted] charge considering my frequent bookings with your company. While I have appreciated your service in the past, this experience has made me question future bookings. I kindly request a reconsideration of the charge as the hotel's unresponsiveness has not been helpful. Please address this directly as I await your reply. Thank you, A. Barchha

Hello, I am seeking assistance with an issue related to pricing. Yesterday, while my credit card was being processed for my reservation, the price suddenly increased by almost $[redacted] after I had submitted my payment. I have evidence of the original price I agreed to on Hotels.com, including screenshots. I have already filed a claim, but I am concerned that the delay in reviewing it may be due to price fluctuations. The lack of responsiveness from customer service is distressing. It's unacceptable that the rate was altered during the payment process. I feel let down and frustrated by this experience. I kindly request that the initial quote of $[redacted] be upheld, and the price difference be refunded promptly. I would appreciate guidance on the next steps to resolve this matter expediently. Thank you.

During my stay at Touring Hotel in Pisa from May 23rd to May 30th, [redacted], I encountered several issues in Room [redacted]. The room was too small, the hairdryer didn't work, two drawers wouldn't close properly, one bedside light was out, there were insects one night, the safe was broken, and there were disturbances like running footsteps and banging cupboard doors between 2 to 4 a.m. on four nights. Additionally, at breakfast, there were cracked cups, processed cheese, and a limited selection of fruit. There was only one staff member managing everything, causing anxiety. I provided a list of complaints upon check-out. Although they did replace a hand dryer, the overall experience felt overpriced for the quality. I believe the establishment should be considered more of a hostel than a hotel. My friend, Mary Martin, made the booking under her name.

Dear Customer Service, I received a confirmation for booking El Refugi in Spain from you for July 11th to July 13th, [redacted], on June 9th. However, on June 10th, you informed me that the property required a minimum 7-day stay and could not accommodate my booking. Regardless, £[redacted].03 for the 2-day stay was debited from my bank account on June 10th, along with a £6.66 non-sterling fee. As the booking was rejected, this transaction should not have occurred. Can you please confirm the refund of the full amount debited, including the bank fee, immediately? Sincerely, Pamela P.

I reserved a hotel through booking.com in Manali, India and paid Rs. [redacted] online. Regrettably, I had to cancel on the day of check-in since I couldn't locate the hotel and had no means to contact them. The provided address was inadequate, and their contact number was constantly busy or off. Despite numerous attempts from different numbers, I received no response. After discussing the issue with a booking.com representative, I was informed that the hotel agreed to a free cancellation, promising a full refund. However, I am unsure about the process or timeline for this refund. Unfortunately, my attempts to reach customer service via phone have been unsuccessful as the line is either off or unanswered. The reservation was for a 2-room boutique stay in Manali.

My name is Cristina R., and my phone number is +[redacted]5. I arrived at Hotel Five44 in New York in the early hours of the morning, and I was given a room that was less than 8 square meters when the advertisement stated it was 25. Everything was so dirty! Hair, dust, bugs... When my daughter arrived, she couldn't breathe. Some bugs in the bed started biting her legs. She couldn't breathe. I had to inject her with adrenaline because she is allergic to these bugs. I tried to speak to the receptionist, but they didn't listen. I eventually contacted you to request a refund for the remaining nights. I needed to move my daughter somewhere else as we were running out of adrenaline. They initially said yes, then you said no, then you said yes again after I mentioned involving the police and health authorities. They told me to contact Molly at [redacted] and Ely at [redacted] to confirm the refund. I am still waiting for the refund to reflect on my credit card. If I don't hear from you today, I will file a complaint against the establishment and your company for promoting such conditions. Please call me to confirm the refund before I share my experience on social media networks. I am very upset about the situation; my daughter almost lost her life due to the filth. I had to administer adrenaline when small animals bit her legs, and she couldn't breathe. I had to leave the hotel immediately on the first day. The directors Molly and Ely informed me that you can process the refund, but it has not yet appeared in my account. If I don't hear back, I will return to the hotel today with someone for assistance and document everything on social media. I am extremely disappointed with how I was treated. They forced me to authorize my card on the day of arrival to check in and then left me without money to find another hotel. I have photos of the room, and it does not match the conditions advertised. There was a significant amount of dust and dirt; I believe if health authorities inspect, they will close the hotel. I expect a response today. Thank you.

I made a reservation through booking.com for an apartment in central London for my son and mother-in-law this week. When they arrived, they were disappointed to find that the apartment did not match the quality they expected from the pictures and star rating online. My mother-in-law was upset feeling that she was being deceived, and my son's allergies were triggered because of something in the apartment. They left immediately and returned only to gather their belongings. There was no staff at the property to assist them, and booking.com did not contact them to check on their well-being. My family cannot stay in such unsafe and unacceptable conditions, especially when we paid for a nice apartment based on the misleading information provided online. Despite not staying there due to the conditions, Booking.com is refusing to issue a refund. I need assistance with this matter.

My name is Jessica Ha and my booking number is [redacted]. I have a reservation in Paris soon at Quartier Latin near Notre Dame. I contacted the host this morning requesting a fan due to the expected heatwave, as the place doesn't have AC. The host, Caroline, was unhelpful and claimed they are not responsible for the temperature, showing a lack of concern for guest comfort. This is my first time booking through Booking.com, and I'm disappointed by the host's unprofessional behavior. All I wanted was a fan for the upcoming high temperatures above [redacted] degrees, especially since we are on the ground floor and unable to open the windows. Caroline's rudeness and indifference towards my request is unsettling, and I hope for some assistance from your end. Thank you, Jessica Ha

I made a reservation at Hotel Prinz in Munich for eight nights for my wife, young daughter, and myself. Upon checking in late last night, I was disappointed to find that the room does not match the photos provided by the hotel. The curtains are insufficient to cover the windows, lacking sheer curtains altogether. Additionally, the bed provided is two singles instead of one large double bed as advertised, causing discomfort for my young daughter sharing the bed with us. With no air conditioning in the room, it will be challenging for my family to sleep properly, especially since I am also here for work. The misrepresentation of the room has left me dissatisfied, and I am seeking a refund to check out immediately and find alternative accommodations.

I am writing to express my disappointment with my recent stay at Boomerang, Antwerp. I booked my accommodation through Booking.com and made a full payment via their platform. However, upon arrival, I was informed by the receptionist that I needed to make a second full payment for the room as the initial payment was only to secure the reservation. To add to this confusion, I received an email from Booking.com stating that Boomerang reported I had not checked in, despite having done so the previous night. This miscommunication between Booking.com and Boomerang has left me puzzled. I am seeking clarification on why I was charged twice for the full amount and would appreciate guidance on how to obtain a refund for the duplicate payment.

I booked a holiday for my daughter's family for June 21st to 25th but received a confirmation for July 5th to 9th instead. I contacted booking.com, but they refused a refund or any changes, stating a [redacted] euro charge for cancellation. As a single parent with a sick child and prior commitments, this situation is causing me significant stress. My son-in-law, a police officer, cannot take time off during the highland games. I've reached out to both booking.com and the Select Benal beach apartments in Benalmadena to no avail. The money has been deducted from my account, and I can't afford to lose it. Your assistance in resolving this mix-up would be greatly appreciated. Thank you, Diana.

I recently stayed at Bear Mount Inn and Suites in Pigeon Forge, Tennessee on June 1st and 2nd, [redacted], booking through Booking.com. Unfortunately, I discovered bedbugs in the room on Sunday morning and the office was closed when I tried to report it. After contacting them later, they claimed there was nothing they could do. I attempted to escalate the issue but they refused to provide any helpful information. Despite lodging a complaint with Booking.com and reaching out to customer service, I have received no response. This unpleasant experience has made me hesitant to book through this platform again. I am seeking a refund or compensation for the poor conditions of the accommodation. I can be reached at [redacted] or via email at [redacted] Thank you for your attention and have a great day.

I had a reservation at the supposed Days Inn by Wyndham in Muskegon, MI. When I arrived there, I was shocked. Instead of the expected Days Inn, it appeared to be an old and run-down Red Roof Inn that was recently acquired. There was no Days Inn sign; only a damaged Red Roof Inn sign with missing letters. Despite calling the hotel multiple times to confirm the location, they assured me it was correct. The broken windows were also a concern, and I took pictures as proof. The condition of this establishment is unacceptable, and it should have undergone renovations before accepting any guests. I couldn't stay there with my 8-year-old daughter. We had to find another hotel. I contacted Days Inn for a refund, but was instructed to call booking.com directly.

I was disappointed that I didn't receive any email notification about my credit card being declined. This resulted in the cancellation of our booking at the Courtyard by Marriott Glasgow Airport on June 22, even though I could have used another card. We had confirmation number [redacted]. It was challenging to find alternative accommodation due to the high demand caused by the "Pink" concert in Glasgow. The hotel had already sold out by the time I could provide a different credit card. -Cynthia D.

Dear Customer Services, I wanted to bring to your attention an issue regarding my upcoming stay at Hotel Palm Beach from July 9th to July 12th. Despite receiving confirmation of my booking for 3 rooms for 6 adults, I was unexpectedly contacted by the hotel requesting a [redacted] Euro deposit per room due to the group size. This requirement came as a surprise as it is a party of 6, not more. The deposit is meant to cover any potential damages, a policy unfamiliar to me and my fellow travelers who are seasoned international guests. I have contacted the hotel to inquire about the situation, questioning the necessity of the deposit. As I await their response, I am disheartened by this added charge and seek your assistance in confirming the booking without the deposit. If this matter cannot be resolved promptly, I may need to consider alternative accommodations for our trip. I appreciate your attention to this matter and hope for a swift resolution. Best regards, H.R.

I made a reservation for a double queen room at Best Western Valemount for three people on Thursday, June 21. We were passing through Jasper Park and had poor reception, so I couldn't confirm the booking online. Our friend intended to cover the room but decided to get two separate king rooms instead. However, the hotel charged our credit card for a no-show even though we showed up. This was not our error; the hotel mistakenly double-charged us without consent while the bill had already been settled. It's frustrating that they overlooked cancelling the booking. I insist on a prompt refund to my credit card as we ended up booking two rooms ultimately.

Over the weekend, I had a reservation (#[redacted]) at the Doubletree in Leominster, MA, which I later canceled online. Our group had multiple rooms booked for our softball families. Upon visiting the Doubletree to confirm the cancellation, I was told I wasn't in their system, yet I was still charged for the supposedly canceled room on my credit card. I contacted customer service, who explained it registered as a no-show and advised me to get in touch with Booking.com for assistance in resolving the third-party cancellation. I've always used Booking.com for my reservations and am seeking your guidance in this matter. Thank you, - JT

I made a reservation on Booking.com for a room on Monday, June 24, booking number [redacted]. The room looked nice in the pictures, and the place appeared clean and legitimate. After paying through the site, the owner contacted us requesting an additional $30 cleaning fee since the payment didn't go through the website, which raised a red flag. Upon arriving at the address provided on the site, [redacted], we discovered it didn't exist, but instead found [redacted], adding to our concerns. The owner asked us to wait for her to arrive with the key, making us uneasy. Other guests warned us about the questionable reputation of the place, describing it as dirty and nothing like the advertised room. Our experience confirmed their claims - the room was unclean with a strong smell of marijuana, dirty walls, stained sheets, and various rubbish lying around. Seeking a refund, the owner directed me to contact Booking.com. I reached out to them, providing photos of the room's condition, but I am still awaiting a response. Disgusted, we opted to find a room in a genuine hotel instead.