Booking.com Customer Service Issues

I am inquiring on behalf of two older ladies, one from the USA and the other from Germany, both in their 50s. A booking mix-up occurred where I arrived at Hotel Nebo in Copenhagen and paid [redacted] Danish kroner for four days. Later on, my friend arrived and also had a booking at SK Saint Thomas through booking.com. As we are short on funds, I am requesting a refund for the four nights at Hotel Nebo as we only need one room for tonight due to the mistake. Your assistance in refunding my money would be greatly appreciated. Please feel free to contact me via text or call at +1 [redacted]. Thank you for your understanding and prompt attention to this matter. Sincere apologies for any inconvenience caused. Thank you, R. Mason

Hello, I recently spoke to my mum while I'm in the hospital receiving steroids, antibiotics, fluids, and morphine for pain. I have proof in a letter from when I was admitted. Please see below for details of my hotel reservation: - Check-in: Saturday, June 29th - Check-out: Sunday, June 30th Attached are images of the letter from the hospital where I am currently in Plymouth Redford hospital. I have also contacted the hotel and they are willing to issue a refund. Agoda directed me to Booking.com, as the booking was made through them, to assist with the refund process due to my hospitalization. I appreciate your help in arranging a full refund considering my circumstances. Please reach out to the hotel for confirmation. If needed, I can provide more evidence via email. Thank you, Mia

I noticed that my credit card was charged twice, totaling $[redacted].62 for booking two rooms at the Hampton Inn in Wilder, Kentucky through Booking.com. When I called Booking.com, the representative spoke with Rob at the hotel to cancel a pending transaction, however, the charges still went through on June 25 on a Discover card belonging to June Garten, not Crissy, who made the reservation. I am confused about how another person's credit card was charged for my booking. I kindly request that this issue be resolved promptly, and the card be refunded as promised by the staff during my previous call. Thank you.

Hello, I'm experiencing a challenge regarding a hotel reservation at Seraphine Kensington Olympia made through booking.com. On June 17, my boyfriend, Harpal, reserved a room for my birthday on June 23. However, after making an online payment, we did not receive a confirmation, leading to him booking a second room. This resulted in a double charge on his bank statement. The hotel stated they would only refund if all rooms were sold, which seems unfair for a non-refundable room. We contacted booking.com to cancel one reservation, provided proof of the double payment, and were promised a refund. Despite submitting evidence, we were informed that a refund depends on all rooms being sold, which seems unreasonable given the circumstances. We believe there was a system error causing the double booking and have cooperated promptly to resolve the issue. Despite our efforts, the hotel's policy and the responses from booking.com have been frustrating. We are seeking a refund of £94.50 through booking.com. Any guidance would be appreciated. Best regards, Preetpal

Hello, I have a booking with Booking.com for an apartment. I have tried to contact the individuals provided in the message to confirm the check-in details, but have not received any responses yet. My family and I are traveling tonight, and I am concerned about what to do next. If I cancel the reservation, I understand that the entire amount will be charged to protect the property owner. However, I am worried about who is looking out for me in this situation. Could you please assist me in resolving this issue and ensuring my safety during my stay? Thank you. Confirmation number: [redacted]

Subject: Urgent: Issue with Metropolitan Inn Downtown Salt Lake City ([redacted].[redacted].[redacted]) Dear Booking.com, I hope this message reaches you. Despite already having made a personal reservation, I encountered a distressing situation at The Metropolitan Inn regarding a bed bug infestation. This ordeal led to significant inconvenience and financial loss, culminating in ruined merchandise and an overall uncomfortable stay. The management's lack of accountability and unsatisfactory follow-up exacerbated the situation. I have documented the incident through various attached images. I have escalated this matter by sending a formal complaint to the hotel. I am eagerly awaiting your and the hotel manager's responses to address this serious issue and prevent future occurrences. Regards, Rebecca C. [redacted] [redacted] Dear Corporate, I am forwarding a complaint regarding a recent hotel booking made through your platform. The unsanitary condition experienced due to bed bugs was distressing, leading to an immediate departure. Despite encountering unhelpful management and a lack of refund for the disrupted night, I believe that urgent action should be taken to rectify the situation. My dissatisfaction warrants a refund for the night's stay, compensation for consequential losses, and confirmation of corrective measures to prevent similar incidents in the future. In a separate email to customer service, I have provided comprehensive evidence to support my claim.

I made a reservation for Yemaya Island Hideaway with the free cancellation option. However, the full amount was charged to my credit card immediately. After cancelling, I was given confirmation number [redacted].[redacted].[redacted]. The property informed me that they would refund the full deposit amount minus any banking fees within 20-25 business days, which was not specified on booking.com. I expect to receive the free cancellation full refund as advertised on the website.

I have encountered issues at Vivaant Retreat and Conventions, Igatpuri with booking number [redacted]. Despite the promises made on booking.com, my check-in experience fell short of expectations. The property is in poor condition, with ongoing construction. Basic amenities like Wi-Fi, kitchenette, kitchenware, a discount on Tringalwadi, toiletries, intercom, TV, dustbin, and corridor lighting were all missing. The temporary makeshift restaurant had poor ventilation, and there were cobwebs and spiders in the bathroom. After paying Rs. [redacted], I'm incredibly disappointed with the service received. I cannot recommend booking.com after this negative experience. I am seeking a refund or compensation for this unpleasant stay and hope for a prompt response to resolve the matter.

I had planned a trip to Barranquilla to meet someone, but they changed their plans. I tried to cancel my non-refundable reservation at a property, but could not reach them. The phone message mentioned a suspended service due to arrears for prepaid customers, which confused me since it was the number provided on Bookings.com. I cancelled the reservation due to frustration. If Booking.com could contact the property on my behalf, I would appreciate it. The Confirmation # is: [redacted] and the PIN is [redacted]. Thank you. - Mr. Zoggyie

I had an issue with my air conditioning at home and accidentally booked a reservation at Cambria Hotel by Chandler Fashion Mall for 7/29 instead of tonight, 6/29. When I arrived at the hotel, I found out about the mistake. The front desk staff couldn't change the reservation for tonight and suggested booking at a higher rate. I ended up booking another reservation at Drury Inn through booking.com. Now, I'm trying to cancel the first reservation but facing difficulties. I'm a single mom on a tight budget, dealing with a broken air conditioner, so any help cancelling the Cambria reservation would be greatly appreciated! Thank you.

I was surprised by the additional fees added by the hotel. My confirmation only mentioned a rate of $[redacted] without including the state and city sales tax. I expected to pay 10% city tax and 7% state tax on top of the room rate. When I contacted the hotel for confirmation, I was informed that besides the $[redacted].86 room charge with tax, there would be an extra $30 for parking and other fees. I am disappointed that these fees were not disclosed during booking. Parking fees were not mentioned either. It's frustrating to anticipate one cost and then be faced with an additional $30 charge upon arrival. Companies like Priceline should be transparent about such fees beforehand so customers can make informed decisions. Knowing about these extra costs in advance would have influenced my hotel choice. Disclosing all fees upfront is crucial for clients' planning.

Dear Customer Service, I hope this message finds you well. As per our recent phone conversation, I am hereby attaching the photos of the room in question along with the pricing details for your reference. Despite multiple attempts, I have not received any response via email after sending it four times. On the night of June 18, [redacted], I received a distressing call from my daughter in Paris who informed me that her booking through booking.com had been abruptly cancelled, leaving her stranded. In haste, I booked her a room at the Best Western Bretagne-Montparnasse based on the purported 4-star rating and the high cost of [redacted] euros per night, totaling [redacted] euros for a 3-night stay. However, upon video calling her, I discovered that the room did not live up to the advertised rating, containing only a cramped space with basic amenities such as a queen bed and bunk beds. Further investigation revealed discrepancies in pricing and a lack of proper accommodation as per booking.com's description. I am deeply disappointed and feel deceived by this experience. I urge booking.com to investigate this matter promptly and consider refunding the excess charges. I await your prompt response and sincerely hope that escalation to the Ombudsman will not be necessary. This email has been sent consecutively for three days without a reply. Warm regards.

Dear Customer Service, I am writing regarding booking.com confirmation number [redacted]. Following our recent phone conversation, I have taken your advice and attached photos showing the pricing and the room in question. On the night of 18 June [redacted], I received a frantic call from my daughter in Paris. Her accommodation booked through booking.com was canceled, leaving her stranded. I promptly booked her a room at the Best Western Bretagne-Montparnasse, relying on the 4-star rating listed on your site to justify the high cost of [redacted] euros per night, totaling [redacted] euros for 3 nights. However, upon video calling my daughter, it became clear that the establishment did not match the 4-star standard. Further online research revealed disparities in pricing for the same room type. I feel deceived by booking.com's cancellation of my daughter's booking and overcharging for the room. I kindly request a thorough investigation into this matter and a possible refund for the price discrepancy. I eagerly await your prompt response and hope to resolve this issue without involving external authorities. Despite sending multiple emails, I have yet to receive a reply. Sincerely, I.

Dear Booking.com Team, My husband and I had reserved a hotel for a 7-day holiday in Istanbul. Our confirmation number is [redacted]. We are both from Germany. While my husband has an EU passport, I don't, so I needed to schedule a visa appointment, which unfortunately is not available until September. Despite our excitement, we faced challenges with the visa process after booking our hotel and flight. I am disappointed as I had to cancel our trip due to the delayed visa appointment. I kindly ask for an exception to the refund policy, as we were unaware of the extensive visa processing time. We trusted the consulate's information of a 4-6 week process, which led us to book our tickets without warning of the delays. We have attached our correspondence with the Turkish consulate for your reference. Your understanding and assistance in this matter would be greatly appreciated. Looking forward to your positive response. Warm regards, Djamila

Booking confirmation number [redacted].[redacted].[redacted] and PIN code [redacted] for Pelargos Hotel in Platana Kymis, Evia, Greece. I would like to verify if any charges were made to my credit card before my arrival. The stated accommodation total was Euro [redacted].50, but the payment information indicates a charge of $[redacted], which is more than the Euro [redacted].50 paid. Please confirm if a prepayment was taken from my Visa card. The booking is under the name Con Papas at 9/4A Carr St Coogee NSW [redacted], Australia.

I hope this email finds you well. I wanted to share my recent experience regarding a reservation made for the Carol Stream property from June 8 to the 17th. Upon arrival, I confirmed my son's reservation with the front desk staff for that evening. Unfortunately, when my son arrived, he was informed that there was no reservation for him due to overbooking. As a result, we had to quickly move to another establishment. After this incident, I received an email asking for a review of my stay. Subsequently, I was requested by booking.com to edit my review to fit their guidelines, which I found to be offensive. I expressed my disappointment with this request, as I believe in providing honest feedback. This experience has led me to reconsider using booking.com in the future. I have even been advised to share my experience on other platforms such as Yelp and Trip Advisor. I hope my feedback can help improve the customer service standards of booking.com.

During our trip to Seattle, my group and I made a reservation through your company for a 2-night stay at Stay Alfred on Union Street. Upon arrival, we were shocked to learn that there was no record of our booking. Despite providing documentation, the staff refused to acknowledge our reservation and threatened to involve the police if we didn't leave. This left us no choice but to find another place to stay at our own expense, causing us significant inconvenience and distress in an unfamiliar city. We are requesting a refund for the services we paid for but did not receive. The reservation was made under the name E.D. with a confirmation number of [redacted] and pin number [redacted].

I am looking to book a flight and hotel through Booking.com for a trip to Malaysia. Despite hearing positive feedback from friends about your fair pricing, I have been disappointed with the fluctuating prices on your website. While waiting for my husband to return from a business trip to finalize our travel dates, I noticed the prices increasing daily. By the end of the week, the cost had risen by over £[redacted]. I find this price variation concerning and feel compelled to share my experience via email. I also have reservations about booking with your company due to reviews mentioning last-minute cancellations without customer notification and issues with refunds.

My family and I had flights booked by my mother-in-law for a family reunion in Pennsylvania, but it was canceled. She couldn't get a refund or change the tickets. I'm hoping to change the destination to Detroit or Ann Arbor for me and the kids. Can some of the cost be deducted and maybe my husband's ticket canceled without a refund? We're open to keeping the dates. My husband's new job requires travel, and the kids and I will be traveling until our house is sold. We'd like to resolve this and use Priceline for future trips. If there's any way for you to help, it would be greatly appreciated. The booking was made under Charlotte Britto with confirmation VXOWSH. Thank you for your assistance.

Hello, I'm currently traveling solo in Cambodia and recently stayed at Eden Eco Village in Kampot for 3 nights. The service, food, and staff were all wonderful. However, after some research, I have discovered that the numerous bites on my legs, ankles, arms, and stomach are from bed bugs. Initially, I thought they were regular insect bites due to the location in the jungle. I am willing to share photos as proof. Excluding food expenses, I paid $57 for accommodation and would appreciate a refund due to the discomfort these bites have caused. The lack of cleanliness in the bedsheets has resulted in this unfortunate situation, which is now affecting my trip and will also incur additional costs for laundry. Thank you for your attention, and I hope for your understanding and assistance in this matter.