Booking.com Customer Service Issues

I have made a new reservation (Number: [redacted]) in Salzburg from 9/16 to 9/19 for 2 people requiring two rooms. Initially, I had a reservation with a private home, but I had to cancel it due to an error on their part. The private home suddenly only offered us one room instead of the requested two, while still charging the same price for both rooms. This error led to our cancellation; however, they are now looking to charge us EUR 87 or 89 for this cancellation, which I find unacceptable. I have reached out via email to both the owners and booking.com twice but have not received a response from either party. I am requesting the cancellation fee to be waived immediately.

Upon entering the room, I noticed a musty smell that bothered me. Despite using Febreze to mask it, the owner insisted everything was fine. During the night, I woke up itchy and assumed it was the sheets due to my sensitive skin. The next day, after work, I returned to find bedbugs infesting the bed. Shocked, I went to the office seeking a refund, only to be denied and accused of bringing the bedbugs myself. The owner was unhelpful and even threatened to ban me from future rentals. Despite showing video evidence and capturing some of the bugs, he still refused a refund. With no alternative accommodation due to lack of funds, I had to switch to another room on the property. I worry that raising complaints during my stay may lead to further issues, and I feel uncertain about how to proceed.

Dear Booking.com, I recently made a reservation at a property that was advertised as a hotel on your website. Upon checking in, my family and I were shocked by the poor condition of the room. It was not up to hotel standards and was more akin to a motel. The room was dirty and had evidence of drug use, blood stains, and a strong smell of cigarettes and marijuana. Despite reaching out for assistance, we were unable to secure a better room through the property provided. We ultimately had to book another hotel at a cost of $[redacted].00. I believe it is only fair that Booking.com reimburses us for the difference, as the experience was unpleasant and time-consuming. I have attached pictures of the room for reference. I trust Booking.com will resolve this matter promptly. Thank you for your attention to this issue. Best regards, Sona

Hello, my name is Kareen Byrne. My daughter made a reservation for a 3-night stay at Ibis Amsterdam for two people from August 5th to 8th. Unfortunately, they are no longer on good terms. We have attempted to contact the hotel and your company via email, and my phone call was disconnected twice, costing me 30 euros with no resolution. The friend who made the booking is not cooperating by sharing the confirmation details. I believe it may be possible to cancel the reservation if I provide the booker's details and my daughter's information since it was booked with her card. The booker's email is [redacted], and the cardholder's name is Miss Rachel Byrne. Any assistance would be greatly appreciated. You can reach me at [redacted] Thank you, Kareen Byrne.

I booked a room at the Izaak Walton Inn today. My confirmation number is [redacted]3 and my PIN is [redacted]. I encountered issues when trying to confirm my reservation with four different staff members, they all disconnected the call. After contacting the hotel, they informed me that my card payment did not go through. I contacted my credit card company, they confirmed that my card is working and mentioned issues with booking.com. I was advised to pay with a gift card due to the problems. However, as a senior citizen with limited mobility, going to the store is challenging for me. I kindly request assistance in resolving this matter. Please contact me at [redacted].

Hello, I'm Ljubica Senicic. On May 9, [redacted], I made reservations for two rooms at Hotel Diana in Venice. Here are the reservation numbers: [redacted] [redacted] €[redacted].57 (Au$[redacted].27) was charged to my credit card that day, which was not refunded. Despite the reassurances from Hotel Diana's staff that it was temporary, the amounts did not match upon arrival. Therefore, I used another credit card to pay the hotel bill. I was told the money would be returned to my credit card. However, as of July 5, [redacted], I have not received a refund. I would appreciate your assistance in resolving this matter. Thank you, Ljubica Senicic

I made a reservation for a double room with 2 beds for my golf buddy and myself, both tall men at 6'2" and 6'4", for a golf tournament via your service. However, upon arrival, we found only one full-size bed instead of the expected double beds. The property mentioned that they were sold out and had to switch our room as per their records. They couldn't offer a roll-away bed and only provided extra blankets. When I contacted booking.com's customer support, they stated it was my error and offered no solution. I am highly unsatisfied with the treatment received, as I would have made alternative arrangements if informed earlier about the room availability.

On July 5th in the afternoon, Booking.com directed us to Hotel Campanile, claiming it was in central Paris. However, upon realizing that it was actually an hour outside the city by bus, we had to cancel the reservation. I contacted Booking.com customer service immediately to cancel without any charges. A representative named Nassim assured me he would resolve the issue and call me back, but I never received a follow-up call. In the meantime, I tried contacting the hotel three times to cancel directly but they couldn't find our reservation. On the evening of July 5th, I finally received confirmation from Booking.com that the hotel reservation was cancelled, only to discover a charge of [redacted] euros on my account. This has left me very disappointed, and I am insisting on a full refund.

I was transferred from Yachtsman to Blu Atlantic in Myrtle Beach. When I called to book a room, I was asked to buy $[redacted] in Google cards to receive $1,[redacted] back, which has left me stressed and disappointed. I need to speak to a Booking.com representative to address these problems as my account is now in the negative. Please call me at [redacted] to help me resolve this situation.

We recently stayed at the RodeWay Inn and Suites on July 4th for a two-night reservation made through your service. Upon arrival, we found the lobby unkempt, and the staff was impolite. Our room had unpleasant odors of human and cat urine, the air conditioner vents were dirty, and the door frame showed signs of animal damage. The room cleanliness was questionable, with unmade beds, mold on the bathroom ceiling, and hair in the tub. Despite requesting a refund due to the unsatisfactory conditions, we were informed it was not possible as we booked through your service and no other rooms were available in the city. This experience was truly disappointing, and I have photographic evidence to support our claims.

I reserved a stay at bnbpurple in Amsterdam, but upon arrival, I faced issues finding the location as there was no visible signage. No one in the area seemed familiar with it. After finally locating it, I was surprised to find that instead of a full apartment, only one room was provided. More concerning was the lack of locks on the room door, making safety a significant issue, especially since the host could access our room at any time. This was not disclosed during the booking, leading to discomfort and fear for our security, traveling with my wife and young daughter. The accommodation did not meet the expected standards. I promptly left due to safety reasons and request a full refund through booking.com, feeling misled by the inaccurate representation of the property.

To whom it may concern, I recently discovered that Aparta Hotel Santana has been closed since April of this year. Upon speaking with the hotel, they indicated that they informed Booking.com about their closure. We have contacted Booking.com via email to cancel our reservation and will arrange new accommodations independently with the help of a friend. If Booking.com does not cooperate, we will consider filing a complaint with SIC. It is disappointing that Booking.com did not notify us about the hotel closure in a timely manner since we made the reservation in [redacted]. With only one week until our travel dates, this situation is not acceptable. We do not wish to stay at the alternative hotel offered to us by Booking.com and we no longer wish to make any reservations through their platform. Sincerely, A.

Upon arriving at our hotel today, we were informed that they mistakenly had four rooms reserved for us instead of two due to double booking requests. We were charged for two rooms and advised to cancel the extra reservation. After canceling, we were charged a cancellation fee as it was within 24 hours. Upon reviewing the reservation messages, we realized there was only one confirmation number provided to the hotel, indicating there should be no cancellation fee since we did stay and pay for the booking. Our reservation number is [redacted]. We are seeking a resolution from Booking.com to waive the cancellation fee for the unused reservation that was mistakenly made.

I was charged incorrectly by the New Union Motel in Manchester. I had booked for June 11 to 12 but cancelled within 30 minutes. After speaking to a representative, they confirmed the cancellation. However, I have not received the credit back on my Visa despite assurances. This has been disappointing and frustrating. I was not planning to be in Manchester until the 11th as I was in Benidorm. This mistake has caused me stress. I hope this issue can be resolved promptly. Thank you, Deborah.

I stayed at HI Home Park Apt on Saturday, July 29th for one night. I had asked for an early check-in but was informed we had to wait until 3pm, despite previous assurances. When we arrived, there was a delay before being attended to. Upon paying the room deposit, I was charged the wrong amount twice, which was concerning. I was under the impression that booking.com handled payments, not a third party. The card machine had issues, and I was uncomfortable with the repeated attempts to process my card manually. Eventually, we got our room key to a seaview room with a limited view. The room was satisfactory, and the bed was comfortable. During check-out, the card machine problems persisted, causing delays in a congested and warm area. Although the location was good, I would not choose to stay there again or recommend it due to these issues. Additionally, the thought of my card details being shared makes me hesitant to use booking.com in the future.

Reservation Details: - Confirmation Number: [redacted] - 1 night, 1 room - Check-in: Saturday, 6 July [redacted] (15:00 - 20:00) - Check-out: Sunday, 7 July [redacted] (07:00 - 10:00) - Payment: £95 via PayPal Upon arrival at the hotel, I was required to provide a credit card for a £95 swipe as proof of stay, even though I had already paid online through booking.com. The hotel explained that this was necessary for booking.com to release payment to them. They assured me that the funds would not be withdrawn from my credit card. I am unsure about this process and concerned about being double-charged. I seek reassurance that I will not be billed twice for my stay and want to be certain that I will receive a refund if this occurs.

I and my friend made a reservation for a "hostel" through Booking.com. The accommodations were far from clean and secure. It seemed no one was managing the place properly. An underage individual, who was drunk, was erroneously in charge but lacked the competence to handle it. There was extensive underage drinking, with the supposed person in charge and their friends consuming vodka, being loud, and partying late into the night. The facility was messy, with wet towels on the floor, no proper cleaning, a drug user doing heroin on the roof, and a methamphetamine user in the garage. The passcode to enter the premises was widely shared, compromising security. Many disturbing incidents occurred that I prefer to discuss directly. We were assured a full refund over the phone due to the situation that forced us to find alternative accommodation urgently. However, Booking.com now requires detailed evidence, including photos. We have some but need to address this matter directly. Urgent assistance is sought. Thank you, A.

Hello, I want to share my experience with OYO Hotel Moya regarding a booking issue. Initially, I had to cancel a reservation for June 15th due to unforeseen circumstances. OYO mentioned the hotel might waive the cancellation fee, which they did. However, during a later stay on June 21st, I was unexpectedly asked to pay in cash due to the hotel's bank transition. To my surprise, the hotel group still charged my account before my stay. When I questioned the extra charge, the staff attributed it to the previous cancelled booking. Despite reaching out to OYO via email, I have not received a response yet. While I understand the late cancellation policy, I am disheartened by the inconsistency in communication. This experience has now made me hesitant to consider rebooking in September unless this matter is resolved promptly. I hope for a resolution soon. Best regards, David G.

I need assistance with booking a car in Sicily, specifically a Ford Fiesta from Cefalu to Catania airport on September 20. The website is unclear about the final payment deadline and refund policy beyond the deposit. The price for Europcar is quoted as $[redacted].53 now or $[redacted].91 later. When is the deadline for the "later" payment - a month before pickup or at the counter? And are payments beyond the $40 deposit refundable if made early? Additionally, I would like to know if there is an extra cost for a second driver and how much it is. Thank you.

Dear Sir/Madam, I would like to request a change in the reservation name for my friend. He assisted his son in booking a hotel room but later realized there was no option to amend the details. Your prompt assistance would be greatly appreciated. Below are the reservation details for your review. We look forward to hearing back from you soon. Hotel: Naha Japanese Style Hotel Hokkaisou Booking Number: [redacted] PIN Code: [redacted] Room: Double occupancy for two nights Stay Dates: September 21 to September 23, [redacted] Current Booking Name: TSUNGYUAN KUNG Requested Booking Name: HSIUYI KUNG Best regards, Linda