Booking.com Customer Service Issues

Booking Confirmation Number [redacted], PIN [redacted]. We had a reservation for Le Relais Cicero on June 23rd. The hotel's information indicated check-in from 12:00. However, upon our arrival at 14:30, the hotel was closed with no signs of when someone would be available. Despite accessible garden area, the length of the grass made us wonder if the hotel was shut. We called the hotel multiple times, but no one responded, and there was no option to leave a voicemail. Waiting until 17:30, we still found no staff present. We even emailed via the booking.com app to inquire if the hotel was open, receiving a response at 20:08 asking when we intended to arrive. After an unsuccessful attempt to contact Booking.com, we decided to reserve another hotel. We reached out to the hotel for a refund and messaged Booking.com via the app but received no replies. This has been our first issue using your services, seeking your guidance and assistance, as a pending review of the property looms. Kind regards, J and V Garner.

I reserved a flat in Cork City, Ireland back in May. Unfortunately, the flat was in poor condition, but we were able to get a full refund after lodging a complaint. Booking.com arranged another accommodation for us at Coolcower House in Macroom, a 45-minute bus ride from Cork City. The location of the new place was inconvenient with no nearby shops or restaurants, resulting in extra expenses for taxi rides. I spoke to a Booking.com representative who advised me to save all receipts. We incurred €48 for the bus fare and €60 for the taxi rides. The original booking confirmation number was [redacted] with the PIN Code [redacted], registered under the name Peter Wallace. I am now looking for information on where to send the receipts and a detailed letter. Thank you, Sue and Peter Wallace.

To whom it may concern, I recently made a booking at Hlope Vacation Home, contact number [redacted]. Upon arrival, I was shocked by the condition of the property. The place was unclean, had a foul odor, and was overall unsanitary. The actual state of the accommodation did not match the photos depicted on your website, which was very disappointing. The shower was covered in black grime, essential supplies like toilet paper and soap were missing in the bathrooms, and the kettle appeared to have never been cleaned. In the middle of the night, my party had to seek alternative lodging due to the unacceptable conditions. The misleading representation of the property should not be tolerated on your platform. As a regular user, I am requesting a refund from the owner or booking.com for this misleading experience. The property was far below the expected standard, despite being rated 7.7 which is in fact inaccurate. I have evidence in the form of photos to support my dissatisfaction and can provide them upon request. Failure to address this matter satisfactorily may result in further action being taken on my part.

I made a reservation at Lorne Hotel Glasgow for 14 nights from 27/8 to 10/9 for £[redacted].30. I shared all my details including my email address (which had an issue matching). Although the booking wasn't found by the hotel, they suggested the payment might still go through. I'm struggling to reach booking.com for assistance. I'm quite distressed about the situation, especially being a pensioner. Can anyone assist me with this matter? Mrs. J. Cunningham. Mobile: [redacted]8, Email: [redacted]

I am feeling overwhelmed by this situation. After drafting my complaint, it disappeared from your website. As a 73-year-old widow in grief, I am in dire need of assistance. I submitted my issue with booking.com to you over an hour ago and have yet to receive a response. My details are as follows: Name: Mrs. J. Cunningham Address: Flat 2 St Peter's Court, St Peter's Hill, Brixham Devon TQ5 9TE Booking: Lorne Hotel, Glasgow Dates: 29/8/19-10/9/19 (14 nights) Price: £[redacted].30 Email: [redacted] Booking.com questioned my email address, which is correct. I provided my Visa debit card details, but I have not received any confirmation. When I contacted Lorne Hotel, Glasgow, they had no record of my booking but mentioned the possibility of the £[redacted].30 being charged to my account. Booking.com states that cancellations are possible before 26/8/19, but I cannot find the page to cancel. I apologize for the length of my complaint, but I am distraught and sincerely hope for your assistance. I am too tired to stay up all night awaiting help. I am grateful for any email with advice or assistance. Thank you for your understanding.

I am seeking a refund for my prepaid reservation at Orange Grove Serviced Apartments in Singapore. Prior to booking, I confirmed the condition of the tennis court with the property, and was assured it was well-maintained. However, upon arrival, I found the court to be in poor condition. As we are in Singapore for a tennis competition and require a suitable court, I had to check out and find alternative accommodation. The property advised me to seek a refund through booking.com. My name is Edmond Wong, and you can reach me at +[redacted] [redacted] or [redacted] I anticipate a prompt response. Thank you.

Hello Booking.com Team, I have already emailed the Sardhouse team at [redacted] regarding Booking No. [redacted] and require your assistance. To Sardhouse Holiday, I want to express my dissatisfaction with our stay in Apartment No. 9 at Via Oslo 7 in Lu Bagnu. The twin bed had a very old mattress with a significant dent in the middle. The upper bunk bed in the second bedroom posed a danger to our 10-year-old son due to a damaged border, causing concern for his safety. The kitchen lacked adequate equipment; there were only smaller coffee cups, one regular cup, three knives for four people, and no larger knife for cutting bread. Additionally, the balcony had no chairs, and the table cloth had holes. Due to difficulties finding the location because of an unclear address (Via Oslo snc.) and a non-existent telephone number, we arrived late at night last Wednesday, with the help of locals. We relocated to a different apartment nearby today and left the key outside. We are requesting a 50% refund of the total price of Euro 1,[redacted]. Sincerely, Wolf-Dietrich Gross _________________________ Köhlerstr. 81, [redacted] Beelitz/OT Fichtenwalde

I made a reservation at Campanile Hotel Leicester for 2 nights starting on Monday, July 8th. When I arrived and presented my confirmation email, I was informed that my room was not in their system as the confirmation number did not match. The receptionist contacted Booking.com, who were also unable to find available rooms. After receiving a link from Booking.com to book a room at a similar distance from my workplace, I contacted them directly for clarification. An agent reassured me that I could book a new room and claim a refund as the issue was on their end. They confirmed the cancellation of my original booking and promised a refund which has not been processed yet, resulting in a loss of £[redacted]. Despite multiple attempts to reach out, I have been unable to contact Booking.com due to the invalid confirmation number and PIN. I need guidance on where to submit my receipt for the additional booking at Villare Hotel. My original confirmation number is [redacted], PIN [redacted], and my phone number is [redacted].

We made a hotel reservation online at the Knights Inn in Nashville. Upon arrival, we discovered it was located across the river, not downtown as advertised. The hotel was in a poorly maintained commercial area with a broken elevator, uncomfortable beds, and a foul odor in the room. When we requested a refund from the owner, we were directed to contact booking.com. They claimed the only way to process the refund was by purchasing a $[redacted] gift card, providing the number, which led to complications and additional requests for more gift card purchases totaling $[redacted]. After going back and forth for hours on the phone, enduring rude behavior from staff, and no resolution in sight, we find ourselves almost $[redacted] out with no refunds processed on our credit card. Overall, it was a disappointing and financially burdensome experience.

Subject: Business Partnership for Annual Event Dear Sales Director, I am writing to discuss a potential partnership for our annual event which requires 5,[redacted] - 7,[redacted] hotel rooms for 12 days. The event rotates locations yearly among India, Sri Lanka, Africa, Middle East, UK, or the US. We are seeking guaranteed bookings in the host city and believe this partnership would be beneficial given the significant volume of business involved. We kindly request an urgent meeting between your sales team and ours to further explore this opportunity. This year, the event is scheduled from August 30, [redacted], to September 12, [redacted]. Looking forward to your prompt response. Thank you. Sincerely, Quresh E. Team Member - Event Coordination Cairo, Egypt Hatim M. Team Member Kolkata, India Mudar E. Team Member Pune, India

I mistakenly booked a room for the wrong date at the Holiday Inn Express in Flowood, MS, for my husband Larry Campbell on July 20 and check out on July 21. We only realized the error upon check-in. My husband has pancreatic cancer, and these extra charges are causing additional stress during his treatments. The hotel mentions they cannot waive the fee, but maybe you could assist us in removing it. Any help in this matter would be greatly appreciated during this challenging time. Thank you for looking into this for us.

I need assistance regarding a recent booking my mother made through your website. She was directed to two unsuitable hotels, one appearing unsafe and the other in poor condition. When she finally spoke with a representative, he attempted to deceive her into purchasing an $80 gift card to resolve the issue. Refusing this, the man, claiming to be Brian Smith, threatened repercussions if she contacted her credit card company. This whole experience has been distressing for them, particularly being unfamiliar with the area they were in. It's concerning that your website led them to such situations. I tried to report this as a scam but need urgent resolution. Please reach out to me at [redacted].

I am experiencing an issue with Booking.com regarding suspected online fraud. I have repeatedly tried to contact them about Booking Ref. [redacted] but have not received any response despite numerous attempts. It has been about 5 months since I was charged an excessive amount of money, more than [redacted] Russian Rubles, and Booking.com has not provided a satisfactory resolution. I have sent them statements multiple times, but they continue to evade my calls and do not address my concerns, leading me to explore other avenues such as social media to seek assistance. The lack of communication and failure to address the refund have left me frustrated with their poor customer service.

I made a hotel reservation at Days Inn in Arlington, TX for July 21-23, [redacted], through Booking.com. The online bill was $[redacted].83, but at check-in, the hotel charged $[redacted].16 to my Visa card. Later, I noticed a $[redacted] charge on my bank statement from Days Inn. The hotel front desk advised me to contact Booking.com for clarification as I booked through them. This discrepancy is concerning as I've never faced this issue before with Booking.com. I appreciate any help in resolving this matter. Thank you. Mendall R.

I am extremely concerned about a recent booking issue I had. I have been using booking.com for many years in various countries. However, when I urgently needed to book a last-minute hotel through my phone, I mistakenly used reservations.com instead of the app. The end bill ended up being $35 more than the $75 listed on booking.com, totaling $[redacted]. I believe reservations.com might be falsely taking bookings meant for booking.com. Despite receiving an email from Reservations.com charging me $[redacted], I could not cancel the reservation. When trying to contact Reservations.com, I was repeatedly given a phone number that never connected me to booking.com. This situation has left me with a bad feeling after being a loyal customer for over a decade. I am now stuck with an expensive, non-refundable room booked through Reservations.com instead of booking.com.

Hello, I am currently attempting to cancel an auto reservation within the 24-hour grace period. However, I am unable to proceed without a pin code, which I have not received. Spending an hour searching for a direct phone number proved futile, and the call tree only prompts for a confirmation number and pin code for assistance. The website's cancellation option incurs a charge of $[redacted], which I find unjust. If this issue is not promptly resolved, I intend to file a complaint with the BBB and share my experience on social media. I am disappointed in these unfair business practices and do not plan on recommending this service to anyone. Thank you. - Bryan C.

During my recent stay at Extended Stay in Louisville, Kentucky on July 5, [redacted], I encountered multiple issues. The blankets were dirty upon check-in, the water in the room did not get hot, and there were bed bugs on the beds, causing one of my kids to get bitten. I promptly checked out and was told I would be refunded the $[redacted].00. However, I later found out I needed to notify booking.com to process the refund. This situation was extremely stressful as I had to drive in the middle of the night to find alternative accommodation, far from my intended location. I am still awaiting the refund. Please contact me urgently at [redacted]. Thank you.

Dear Booking Support, I urgently need assistance regarding a booking I received via email. I am unable to find the option to cancel the trip on the booking page, even though it states I can cancel it before July 26th. The confirmation number is [redacted] and the pin-code is [redacted]. I have attached screenshots for reference. In another booking, there is a visible button to cancel, but this particular booking was hidden in my list, and I just found it now based on the details provided in the email. Please advise on how I can proceed with canceling this booking promptly. Thank you for your immediate assistance. Best regards, Krisztina S. +36-30-[redacted]

On July 13th, I made reservations for three King rooms in Bowie, Maryland for a friends' funeral. However, upon arrival, the Confirmation number I had was incorrect, and there were no reservations under my name. I managed to secure one queen and one full room for a total of $[redacted] with taxes. When the third couple had car trouble and wanted to cancel, the front desk said I had to do it personally. It turned out the reservations were mistakenly under the other couple's name, and my card was charged $[redacted]. I had to cancel the payment through my credit card company. I have been a frequent guest at Comfort Inn, but this experience with Booking will be my last. I believe that both couples should either receive a $50 refund or a complimentary coupon for a future stay. I'm PamelaSmith, and you can reach me at [redacted]. Please review the situation and get in touch with your decision.

I recently stayed at Wyndham Days Inn in Absecon, NJ on 7/23. I experienced an emergency and called the front desk around 4:41 pm. After being put on hold for an extended period, the manager mentioned a refund, though later stated there would be no refund, only offering 20 percent back. Feeling unsettled due to a creepy incident in the hallway, I decided to check out and move to another Wyndham hotel, Ramada Inn in Western Atlantic City, NJ. Unfortunately, this has left me financially tied to two hotels and without the refund I was expecting. I have been a loyal customer since [redacted]/16 and would appreciate your assistance in resolving this matter. Thank you, Michelle W.