Booking.com Customer Service Issues

I contacted the hotel, Radisson, shortly after booking about canceling due to unforeseen circumstances. They assured me it was alright to proceed with canceling. Despite traffic delays from an accident on a holiday, I'm four hours away and facing challenges canceling without a penalty since it's the same day as the reservation. The hotel recommended reaching out to Booking.com for assistance. Regrettably, attempts to call the [redacted] number failed multiple times due to technical issues. Requesting a resolution for cancellation with a full credit refund. With a history of 25 bookings on Booking.com, a refund is preferred as the hotel confirmed they couldn't process it directly but would honor it upon cancellation through Booking.com.

I made a reservation about 1.5 hours ago, but due to holiday traffic and an accident, I can't reach the hotel which is a 4.5-hour drive away. The hotel agreed to let me cancel, yet Booking.com is saying I can't since it was a last-minute booking for today. A manager at the hotel approved the cancellation, and I tried to call Booking.com multiple times but got no response. Now, I'm reaching out through email to request the $81 credit for canceling the reservation. I hope to resolve this soon as I've had positive experiences with Booking.com in the past and would like to continue using your service. Thank you.

On June 19th, I made a reservation for a room on that same night, but the website kept changing the date to the 20th. Due to phone service issues, I finally managed to book it, but it was for the wrong date. When I arrived at the hotel, I realized the mistake. The hotel had a room available, and I contacted Booking.com to cancel the incorrect reservation. However, I was charged $89, which I was not informed of. Can you please rectify this error and refund the charge to my account?

I have not received my location verification number for account number [redacted] for five weeks. My summer bookings are at risk. Please send it immediately. This issue has not been resolved yet. Please provide me with the location verification number or assure me that it will be sent before Christmas. I have five properties waiting to be open for booking in the last five weeks under account number [redacted]. Despite attempting to resend the number by clicking the send button, a glitch prevents it from going through. I need your assistance to resolve this matter.

I made a reservation at Living Stone Golf Resort in Collingwood through booking.com for 4 nights from July 11th-15th to attend a rock concert in Stayner, Ontario. Unfortunately, the event was canceled, and the venue went bankrupt. My credit card was charged $[redacted] upfront, which was unexpected as I've never had to prepay with booking.com before. Following the cancellation, I contacted booking.com to cancel my reservation. However, the resort refused to refund me, citing booking.com's no-refund policy. I am now seeking assistance from booking.com to honor my cancellation and refund my credit card. Thank you, Tina T.

Upon check-in, we quickly discovered that the apartment only had two small fans which failed to cool the rooms. Despite opening the windows as suggested by the owner, this only led to a mosquito invasion, making it unbearable for us due to the extreme heat. With temperatures soaring and insufficient cooling options, we had to seek alternative accommodation in a hotel due to health concerns, especially for my high blood pressure. We kindly request a refund for the unsatisfactory conditions. After informing the owner of our departure, we are now seeking guidance before escalating the matter with our credit card company.

I made a reservation at Lemon Tree Apartment in Centurion, South Africa from July 8th to 12th, [redacted] with confirmation number [redacted], Pin code [redacted]. Payment was made on June 23rd, [redacted]. Upon arrival at the apartment on the 8th at 17:00, the owner informed me that the property was no longer listed on Booking.com and questioned why they had charged me. I was provided the contact number +[redacted]2, but was informed by the person I spoke with that they no longer work there. They then gave me another contact, Brana, at +[redacted]6, who mentioned that she had sold the property. As a loyal customer of Booking.com, I am disappointed by this experience. I am requesting a refund of R3,[redacted].00 for the inconveniences faced. I had to search for alternative accommodation, incurring costs of R600 for a taxi and R700 for temporary lodging that night. Subsequently, I had to find a new place closer to my course area, costing me R1,[redacted] per night for 4 unplanned nights. This unexpected situation caused me to be late for my course. I urgently need the refund to secure alternative accommodation elsewhere. Please address this matter promptly. Thank you, J.S.

During our recent stay at the Orada Marina Apartments in Portugal from July 15th to 24th in Room H119, my family and I encountered a disappointing experience. This was our third visit, but unfortunately, the property did not live up to its 4-star rating. I have outlined the issues we faced below, supported by attached photos: 1. Towels were only changed every 3 days during our 9-day visit. 2. Toilet paper was missing twice, and we had to go to reception to get it. 3. Bed linen, supposed to be changed weekly, remained unchanged for 9 days. 4. The patio door lock in the living area was broken. 5. Tiles were falling off the patio area. 6. Patio furniture was dirty. 7. The living room chair was dirty. 8. The roman blind in the children's bedroom was stained. 9. Towels left on sun loungers were taken after 20 minutes. 10. The pool paving was broken, leading to a slip and fall incident. 11. The pool surface was deteriorating. Our total invoice for the 9-night stay was 1,[redacted] euros, and we spent approximately [redacted] euros on snacks, lunch, and drinks. I am seeking information on the compensation to be provided, as otherwise, I may have to escalate my concerns to review platforms and social media. Paul K.

During our recent 9-day stay from July 15th - 24th in Room H119, my family and I encountered several issues at the apartments we have visited for the third time. Regrettably, the property no longer upholds its 4-star rating, as evidenced by the following concerns: 1. Fresh towels were only provided thrice during our visit, with a new towel every 3 days. 2. On two occasions, we were not supplied with toilet paper in the room and were directed to collect it from reception. 3. Despite being informed that bed linen is changed weekly, our sheets were not replaced during our 9-day stay. 4. The patio door lock in the living area was faulty, failing to secure or close properly. 5. Tiles were coming off in the patio area. 6. The patio furniture was notably filthy. 7. The living room chair was also in a poor, unclean condition. 8. A stained roman blind was present in the children's bedroom. 9. Our towels were removed from sun loungers multiple times in a span of 20 minutes. 10. My son slipped and fell due to broken paving by the pool. Our total payment for the stay was 1,[redacted] euros for the 9 nights, and an additional approximately [redacted] euros was spent at the snack shop for meals and drinks. I seek appropriate compensation for these issues promptly to avoid further action. Paul K.

The property's standard has dropped from a 4-star rating, and here are the reasons why, along with attached photos: 1. Towels were only changed every 3 days during our 9-day stay. 2. Toilet paper was missing from our room twice, and we were told to get it from the reception. 3. Despite being told bed linen is changed weekly, ours wasn't changed in 9 days. 4. The patio door lock in the living area was broken. 5. Tiles were falling off in the patio area. 6. Patio furniture was very dirty. 7. The living room chair was also filthy. 8. The children's bedroom blind was heavily stained. 9. Our towels were removed from sun loungers within 20 minutes multiple times. 10. The broken paving by the pool caused my son to slip. 11. The pool's surface was peeling off. 12. The shuttle bus advertised was not running due to the driver's injury, costing us 80 euros for taxis. Our bill was 1,[redacted] euros for 9 nights, with an additional [redacted] euros spent at your snack shop. I am seeking compensation or will have to escalate this issue on various platforms unless addressed.

Subject: Correction Needed for Hotel Booking - Confirmation Number: [redacted] Dear support team, I hope this message finds you well. I recently made a reservation at Hallmark Queens Hotel in Chester for the 16th of July [redacted] with confirmation number [redacted]. However, upon arriving at the hotel, it was discovered that the reservation was mistakenly made for the 29th of July [redacted] instead. The kind receptionist at the hotel adjusted my booking to the correct date of the 16th, which I promptly paid for. Nonetheless, I have received an email from the Queens Hotel indicating they are still expecting me on the 29th. In my attempt to rectify this, I contacted the Queens Hotel but was advised to reach out to Booking.com to cancel the reservation for the 29th of July. Therefore, I kindly request that Booking.com cancels my reservation for the incorrect date and ensures that I am not charged for the 29th, as I have already settled the payment for the 16th. Thank you for your assistance in this matter. Best regards, D. Butcher

Dear Customer Service, I wanted to inform you that I have been in contact with CEDAR PEAK CONDOTEL at +[redacted]38, who has approved my request to change the dates of my booking from August 4-6, [redacted] (Booking #: [redacted]) to August 2-4, [redacted]. While I understand that changes are typically not allowed for non-refundable bookings, the property has agreed to this change via text. I have already requested a formal adjustment from the property and would appreciate your assistance in following up to ensure there will be no issues with my credit card or any additional charges. I intend to pay the PHP 5,[redacted].36 for Booking #[redacted] via bank deposit on July 31, [redacted], pending the approval of the date change to August 2-4, [redacted]. Your prompt attention to this matter is greatly valued, and I rely on your support in facilitating the modification with CEDAR PEAK Condotel. I use the BOOKING.COM app frequently for my travel needs and am hopeful of a positive resolution to this situation. Thank you for your assistance. Warm regards, Jimson F. Eugenio +[redacted]34 Philippines

I have a reservation at Ganga Kutir for two nights from August 5th to 7th with confirmation number [redacted]. I have a few concerns: 1) I was under the impression that I would pay at the counter, but the full amount was charged to my card without my consent. The booking was supposed to be refundable, so this is disappointing. 2) I booked two villas based on the number of guests I mentioned, but I wasn't informed about additional charges for children. Can you please waive the child charges? I am dissatisfied with this experience and would like a customer service representative to contact me promptly. My phone number is [redacted]. If this issue is not resolved satisfactorily, I will not use your services again and will escalate it to the relevant Consumer Forum. Thank you, Chandrima C.

I made a reservation on booking.com for Mary House B&B in Porthcawl from July 29th to 31st. I included a comment during the booking requesting to pay on arrival and not have any charges before 12am on July 28th. After booking, I got an email from booking.com saying the payment was unsuccessful and to try another payment method. I was aware the payment would fail, so I messaged the B&B to arrange a different payment directly with them. When I called the B&B to confirm the booking, I was informed it might not be active. Could you please provide me with more details on this situation? Thank you.

Subject: Concerns About Recent Stay at Baymont by Wyndham Hello, I am reaching out to address some issues we encountered during our stay at the Baymont by Wyndham in Stevensville, Michigan, from July 20 to July 21, [redacted]. Our name is Viehman. Despite the amount we paid for our stay booked through Booking.com, we were disappointed with the condition of our room. The shower head pipe in the bathroom was loose, and the toilet was running at 4:30 AM, requiring us to fix it. Additionally, we found some residue on the sheer shades, which was unpleasant. As homeowners, we understand the importance of maintenance and were surprised by the lack of upkeep at the hotel. We believe these minor repairs could be addressed cost-effectively by the hotel. I am sharing this feedback to highlight our concerns regarding the quality of our stay given the price we paid. I hope these issues can be resolved promptly. Please advise on how you plan to address these concerns or provide guidance on escalating this matter to the appropriate department. Thank you for your attention to this matter. Sincerely, Jake and Dayna Viehman

I made a reservation at Murphy's Resort in Estes Park for 1 night on 7/26/19 - 7/27/19 with 2 Queen beds. Upon arrival, I discovered there was a mix-up. Instead of the dates I requested, the reservation was for 8/16/19 - 8/17/19. This mistake by Booking.com caused inconvenience as I had planned to be with my grandkids before school started. I paid $[redacted].73 and couldn't stay at the resort. Stephanie mentioned the incorrect booking dates were from Booking.com. I had to quickly find an alternative place to stay. It was challenging due to Estes Park being busy. I'm disappointed with the confusion and am requesting a full refund for the unsatisfactory experience. - Christa

We stayed at Tito Livio apartment located at Viale Toto Livio [redacted] in Rome. Our booking reference number is [redacted]. The guest name is Laura O Connell and the booking was made by Timothy O Connell via email at [redacted] 1. We were scheduled for check-in at 11 am and arrived on time. 2. However, the representative arrived over an hour late, making us wait in the dusty garage due to rain, unsure of where the reception was. 3. It seemed the property hadn't been paid for, prompting us to contact the booker. Luckily, they were available earlier than usual and the payment status was unclear. 4. The washing machine, located outside in a dirty cupboard, was inoperable due to being rusty, which was a significant issue. 5. The sliding bathroom door was sticky, causing initial trouble in exiting. 6. Additionally, the bathroom sink plug was stuck and required effort to unlock. 7. The key to the reception area or garage lock did not function correctly, leaving us without access to the lift. 8. Notably, the underside of the saucepan was rusted, adding to the list of grievances.

On July 22, [redacted], I booked a room with 2 queen size beds at the Murphy Resort in Estes Park, Colorado through Booking.com. Unfortunately, the reservation was made for the wrong date, August 16-17, [redacted], instead of the intended dates of July 26-27, [redacted]. Upon arriving after a long drive, we found no available room. The resort advised me to seek a refund through Booking.com as I booked through them. The situation was very stressful until we found alternative accommodation. I am requesting a full refund promptly. My booking number is [redacted], and I did not receive a pin number. I trust Booking.com to handle this matter and contact Murphy's Resort on my behalf. Thank you.

On the 26th of July, my wife and I had a reservation at Guesthouse St. Jacob in Leuven, Belgium. When we arrived, we found the door closed. After knocking, a young girl answered and just said "manager" before shutting the door. We tried contacting the owner through the provided number, he claimed to have sent door codes via email, which we never received. I inquired if this was a hostel, to which he confirmed, mentioning guest houses and hostels are similar. I requested a cancellation with a full refund. The owner then mentioned he had an alternative hotel location. After struggling to find the new place for over an hour and contacting the owner multiple times for directions, we were unable to locate it. Despite our exhaustion, the owner offered no assistance and even chuckled when I requested a refund. I eventually canceled the reservation through your website. I hope for a prompt resolution as this was a disappointing experience, unlike my previous positive stays arranged through booking.com. Thank you in advance for your attention to this matter. - Okan K.

On Friday, July 26th, my wife and I had a booking at Guesthouse St. Jacob in Leuven, Belgium. When we arrived, a young girl opened the door but was unable to help us access our room. After contacting the owner, he claimed to have sent door codes via email, which we never received. We were surprised to find out it was considered a hostel, not a guesthouse as advertised. We requested a cancellation with a refund, and the owner directed us to a hotel around 1.5 hours away. After struggling to find the place and receiving little assistance from the owner, I decided to cancel the reservation for a full refund. It was a disappointing experience, and I hope for a resolution to restore my trust in booking through your website.