Booking.com Customer Service Issues

I made a reservation on booking.com, and after completing it, the details were added to my calendar with check-in and check-out times, hotel information, and a confirmation code. I checked for the confirmation email but did not receive one in either of my email accounts. Upon revisiting the site, it showed that the reservation was made. When trying to contact booking.com for assistance, I found out that I need a PIN in addition to the confirmation code, which I did not receive. I just want to ensure that my trip is properly booked so I can cancel if needed without incurring charges.

Our reservation was at Hotel Contilla, but we were placed at Hotel Campidoglio instead. We paid for a 3-star room but ended up in a 1-star room that even ran out of water while my husband was taking a shower with soap on his body. When I informed the reception about the issue at 6 a.m., they said they couldn't do anything because there was no plumber available and the lone staff member couldn't assist. Their solution was for me to fetch water with a bucket downstairs. We had to wait for about 30 minutes while my husband was left cold and frustrated. Although I tolerated the cold water during my shower the day before, we are seeking a refund for this unsatisfactory stay. Thank you.

I reserved a free cancellation room at Staycity Aparthotel in Paris through your website. Although I received an email confirming the cancellation was free, my Bank of America account was charged $[redacted].7 for the booking. My confirmation number is [redacted] with pin code [redacted]. I kindly request a refund. The practice of charging without consent is troublesome. This is the second occurrence within two months as I'm still awaiting a refund of [redacted] Euros for a previous cancelled hotel booking. This situation is quite frustrating.

I had a concerning experience at Guesthouse Miami on Principe Amedeo [redacted], [redacted]. After a communication mix-up with the staff, I arrived to find the door unlocked and unattended. Eventually, after waiting with two other ladies, we were finally let in. The rooms were not clean, and after some back and forth, I was moved to a better room. Unfortunately, they didn't have a key for me as the previous guest hadn't returned it. The situation escalated when the staff member couldn't attend to the room promptly and was unhelpful. Feeling uncomfortable, I decided to cancel my booking and find another hotel nearby. The whole ordeal took up a lot of time and caused me stress as a female traveler. Thankfully, I eventually found a new place to stay but was left feeling worried about the two other girls I had met there.

I made an online reservation for a two-night stay at Redwood Inn in Santa Rosa through booking.com. However, upon arriving just 30 minutes later, I was informed that the room had been sold and no alternative rooms were available. My confirmation number is [redacted] under the name Marianne Schwarz-Kesling. The hotel manager advised me to contact booking.com directly for a refund as they were unable to process it themselves. I am requesting a full refund of $[redacted].20 for the two nights without incurring any cancellation fees, as the room was sold despite my prior booking. The manager mentioned that she was unable to remove the listing on booking.com due to being busy at the time.

We made a booking for Villa Asih in Sanur on September 18, [redacted], with confirmation number [redacted] and Pin code [redacted]. When we checked on June 7, [redacted], the booking was still confirmed. However, when we requested an early check-in on June 8, the villa informed us that they had no record of our booking and had not used Booking.com for a while. We had to find alternate accommodation for our group needing a six-bedroom villa, which was challenging. Although we found another place, it wasn't conveniently located, affecting our holiday experience. Booking.com's representative, Daisy, canceled the non-existent booking with Villa Asih on June 12, but we are waiting for a refund of the price difference for the new accommodation. We provided the receipt but have not received a response. It's concerning that the villa was still listed on the website despite no longer working with Booking.com. We feel entitled to compensation for the additional expenses and inconvenience caused by this situation. We expect a prompt and positive resolution this time. Thank you.

I recently tried to make a reservation at the Deganwy guest house in Looe, but was informed that the room was no longer available. I proceeded to book a room at the Jolly Sailor in Looe instead. Surprisingly, £92 was deducted from my account for the Deganwy booking that was never confirmed, and I didn't receive any confirmation for it. Despite informing the Deganwy that I hadn't received confirmation and booking elsewhere, a phone call was made to me very late on July 10th confirming the unavailability of the room. When I followed up with Cat from your company, I was informed that there was no booking under the Deganwy. I believe there has been a miscommunication where my booking details were still passed on even though the room was no longer available. I hope this issue can be rectified promptly before I seek further assistance. The only confirmation number I have is for the Jolly Sailor. Regards, Doreen W.

Hello, I recently made a booking at the Grand Hotel Torquay with two separate room reservations. However, there seems to have been a discrepancy in the charges. One room was priced significantly higher than the advertised rate of £[redacted] (£[redacted] refundable) which resulted in me being charged £[redacted] for a family room with SV and two occupants. The other room, a Std double with SV, was correctly charged at £[redacted]. I attempted to address this issue with a representative on Saturday night, who assured me they would rectify the situation and provide a refund for the overcharge. Unfortunately, I have yet to receive any follow-up communication as promised. I urgently need clarification on the charges processed and an update on when the refund will be issued, as this predicament is also affecting another couple. Your prompt assistance is greatly appreciated. Thank you, M. H.

I made a reservation for student accommodation in Dublin through your website. I was surprised to find that the amenities were lacking, such as no TV, tea, or coffee. The towels weren't replenished daily, and there was no cleaning service on weekends. The location was depicted as central and close to landmarks and nightlife; however, it was in a run-down area surrounded by flats occupied by those on benefits. The sight of individuals using drugs nearby was unsettling. The inaccuracy of the description left me feeling uneasy during my stay. The reality was far from what was portrayed. I hope for a response regarding this disappointing experience during what was meant to be a special birthday weekend.

To Whom It May Concern, I had booked a taxi from Holiday Inn Express to KUL airport for 5 am on July 19, [redacted]. I received a confirmation via SMS with the details. However, no taxi arrived, causing me significant inconvenience and additional expenses. I request a full refund and compensation for the poor service. I look forward to your prompt response.

I made a reservation on July 5th, [redacted] for Socorro, NM, but encountered bug problems in the two rooms I booked. I decided to switch to Albuquerque due to the unavailability of reasonably priced rooms in Socorro. Upon arrival at the new motel, despite the confirmed booking from booking.com, they couldn't find my reservation. After 45 minutes and contacting booking.com, my reservation was canceled. The motel apologized, provided a discount for the wait, and the booking agent, possibly Ben, also apologized. Despite the inconvenience and embarrassment, I pushed on to Albuquerque with my tired 12-year-old son to secure a good motel. This experience was a first for me after years of being a member, and it's disheartening when even my son has to reassure me that everything will be okay.

Dear Customer Service, I would like to address my recent disappointing experience at the Aspire Hotel and Suites in Gettysburg and provide feedback on the unsatisfactory room conditions and lack of safety measures at the hotel. Despite bringing these issues to the manager's attention during our meeting on the 17th, concerns about cleanliness, safety, and overall security were not adequately addressed. In particular, the state of the room, absence of basic amenities, unsecured exit doors, and distant and unattended swimming pool are areas that need immediate improvement for the well-being of guests. I appreciate the manager's acknowledgment of the problems I encountered and his willingness to rectify the situation by suggesting a refund through Booking.com. I hope for a prompt resolution and a refund as discussed. Thank you for your attention to this matter. Sincerely, K. McMillan

During our stay at Centurion Hotel&spa Ueno Station in Tokyo from July 12 to 15, my family (my husband and two children ages 7 and 9) stayed in a cabin-type room that I had reserved through booking.com. I paid a total of 87,[redacted] Japanese yen for three nights (confirmation number 33[redacted]4) under the name of Paula Pinho. However, I later discovered that the standard double rooms were significantly cheaper than what I paid. As a loyal customer of booking.com, I believe there might have been a pricing error, and I am seeking a refund for the price difference. The hotel stated they could not assist since the booking was made through booking.com. I hope this matter can be resolved promptly as I continue my family trip in Japan after making another reservation through booking.com today. I anticipate a positive response from you before taking further action. Sincerely, Paula Pinho.

I attempted to cancel my reservation over the phone yesterday using my confirmation number and pin, but the system did not allow me to do so. Upon pressing one to cancel, the call disconnected, instructing me to call back later due to high call volumes. This led to an unfortunate situation where I had to remain at the motel against my wishes, enduring a noisy and disruptive night due to neighboring guests. Despite my complaints, the noise persisted until the early hours of the morning, prompting me to leave at 6 a.m. with my son. I have been trying to secure a refund since 7/18 unsuccessfully, as the automated system repeatedly advises me to call back later. This experience left me with no option but to stay at this uncomfortable motel with my child. I am adamant about receiving a refund for this unpleasant stay that I never intended on in the first place.

Booking Reference: [redacted]. I made a reservation for a 3-night stay at Quality Accommodation in Leeds from Mon 15th to Thurs 18th July for £[redacted]. Unfortunately, I couldn't stay due to the unclean state of the room, which I discussed with the owner and provided photos. On Tuesday 16th July, the owner agreed to refund me since they could re-let the room, but the refund hasn't been processed yet. The owner mentioned having trouble reaching out to authorize the refund. Kindly assist in resolving this matter promptly as I had to find an alternative through Booking.com for university housing. Thank you. Shirley N.

I made a booking for a two-night stay at Chez Lola with reference number [redacted]. Upon receiving a booking confirmation, I was informed there was an issue with the booking and that the booking fee would be refunded. Despite reaching out to the property and them confirming the booking, I am still unclear about the situation. I am puzzled as to why the full amount was deducted from my account initially and why the refund process is taking so long. I have been a loyal user of your site for many years, and this confusion regarding my booking is disappointing. I kindly request urgent assistance as my stay is scheduled for tomorrow. Thank you, J. Dawson

I would like to report an issue with the accommodation room booked by my secretary at Hotel Centrale Trieste, a 3-star hotel in Trieste, Italy. The check-in date was July 19th, and the check-out date is tomorrow, July 20th. The booking number is [redacted]. Upon arrival, I discovered that the room lacks air conditioning, there is no phone, and the TV is not functional. The reception informed me that they have no alternative rooms within the same price range. They were unable to provide a solution, so I requested to cancel the reservation. I received a confirmation letter acknowledging the problems and was informed that Booking.com would handle the refund of approximately 75 Euros or [redacted] Israeli Shekels. I have secured another hotel independently. Kindly assist in ensuring that the refund is processed promptly. Thank you. Dr. M. Becker. Email: [redacted]. Phone: [redacted]. My Visa card ends with [redacted].

Hello, I made a reservation for a 4-night stay in a Sala pool villa at “Sala Samui Choengmon Beach” in Koh Samui, Thailand, from September 4-8, [redacted]. The total charge of $1,[redacted].18 was processed on my Visa on July 6, [redacted]. Despite this, I have not received a trip confirmation from either the resort or Booking.com. When I check my Booking.com account, this trip does not appear as an upcoming booking. I contacted the resort, and they do not have any record of my reservation. I am worried because Sala Pool Villas are no longer available, and I have already paid for the accommodation and made flight arrangements. My email for my Booking.com account is [redacted]

I made a reservation at Shenandoah Inn and Suites, but was unaware of the ongoing renovation throughout the whole hotel. The lack of free breakfast, strong mold smell, and safety hazards have made it difficult to navigate around with my toddlers. Unfortunately, due to my son's asthma, I've had to provide breathing treatments to mitigate the effects of the mold. My son's constant coughing has made our stay even more challenging. We are only here due to my oldest son's surgery, adding to an already stressful situation. The misleading pictures on Priceline's website portrayed a different impression of the hotel. I am requesting a refund for my booking with confirmation number [redacted] and pin number [redacted].

We recently stayed at Dunollie Hotel 'A Bespoke Hotel' in Broadford for one night from June 11 to June 12. Although we selected a specific room with a sea view during booking, the room we were provided had a view of a concrete wall, was small, and not clean. The floor was dirty as well. When we raised our concerns with the assistant manager, she offered various excuses, including implying that we assumed the sea view based on viewing all rooms on their site or that there were updates not reflected on Booking.com. However, when I showed her the sea view room on their booking site, she failed to provide a satisfactory explanation. The next morning, the assistant manager only reiterated that it was not the hotel's fault due to a supposed error by Booking.com. We seek clarification on this matter. Thank you, Jan and Paul Hsu.