Booking.com Customer Service Issues

I made a reservation through Booking.com for a hotel in Saint Simeon, Quebec on July 6th, with Booking # [redacted]. I was enticed with a $25 credit for referring a friend who booked a room at Elect Inn 5 in Cornwall on July 8th, with confirmation number [redacted]. Despite reserving a standard room for $76, my friend was unfairly charged $90 + tax for a deluxe room she did not request. The mix-up continued when she received someone else's reservation, leading to confusion and an overcharged stay. Furthermore, Booking.com failed to acknowledge her stay despite her payment. We are also missing out on the promised $25 credit each. This whole situation has been distressing, and we hope for a prompt and satisfactory resolution. My name is Marika Arban, and my friend is Jirina Marton.

I had to cancel my reservation at the Hyannis Inn in Hyannis, Massachusetts, due to a family emergency. I informed them about the situation and emphasized the importance of being there for my brother's funeral. I understand their policy, but I hope they can consider the circumstances. My booking confirmation number is [redacted] with pin #[redacted] for a stay from July 5 to July 7. The cancellation number is [redacted]8. I would be grateful if you could assist me with this matter. Thank you for taking the time to look into this for me. Thank you, Gloria L.

During our recent trip to Europe, I made hotel reservations through Booking.com worth over $[redacted]. We are frequent travelers and have been loyal customers for many years. However, this time, I encountered an issue that remains unresolved. I booked a two-bedroom apartment at Aquaworld in Budapest for 4 adults and 2 children, specifying the ages of the kids as required. Breakfast was included in the price, and I indicated 6 persons when making the reservation. Upon arrival, the hotel informed me that Booking.com had only reserved for 4 persons, resulting in an additional charge of [redacted] Euros ($[redacted].13) for my two grandchildren, aged 9 and 11. Despite my prior communication with the hotel to ensure the reservation for six individuals, I was still charged extra due to the discrepancy from Booking.com. I have tried to resolve this issue but have only received a vague response. I hope to receive a satisfactory resolution and continue using Booking.com for future trips. The details shown on the site during my reservation are as follows: Apartment, 2 Bedrooms, [redacted] square feet, Room sleeps 6 guests (up to 5 children).

I am disappointed with my recent stay at Mountain Vista Inn and Suites in Pigeon Forge, TN. The room I booked did not meet the advertised standards. The suites had no windows, the furniture was old and outdated, and there were cleanliness issues throughout, including dirty fabric on chairs and dusty artificial plants. The bathroom vanity was falling apart from water damage and the overall appearance of the room was unappealing. I even encountered a broken light socket by the bed. I have photos to document these issues. Additionally, the receptionist was unhelpful and rude when I raised my concerns. She refused a refund, which was frustrating. I will not be using booking.com in the future. I am seeking a refund and would like to be relocated to a different hotel promptly. Thank you.

I submitted my responses about 10 days ago, but I haven't received any updates from booking.com yet. Here is the message I sent: I am contacting you regarding my reservation [redacted] at Troyka Hotel Moscow for check-in on [redacted]-06-30 and check-out on [redacted]-07-01. I want to clarify our stance on this issue. Booking.com serves as a platform for hotels to display their best rates to customers. We handle the booking process and facilitate information flow. The accommodation service agreement is solely between the guest and the hotel. Once the hotel confirms the reservation, they bear full responsibility for the service. In rare cases where a hotel cannot honor the original booking, Booking.com assists guests in securing suitable alternative accommodations. We may also help with reimbursement for related expenses, with valid receipts, on behalf of the non-compliant property. To process your €15 refund, kindly provide a receipt from Hotel Paveletskaya Ploshchad after your stay. We are prepared to assist you further post your visit.

Dear Booking Team, I have been attempting to reach out for about two weeks but have not received any response. It seems like my emails and calls are being overlooked. This is not the level of service I have come to expect from your company over the past 22 years. Could you please address the issue I am facing with your referral program? I used a friend’s code (3A6640D7) for my booking with Confirmation# [redacted].[redacted].[redacted]. While I was making the reservation, the app displayed a message confirming the 10% reward, but this was not reflected in my confirmation details. I also noticed an error in the app regarding the referral code status changing from showing the reward to only displaying “Active” and now generating a system error when I attempt to enter a new code. I believe there is a system glitch that needs to be corrected to activate my 10% reward. I look forward to your feedback. Thank you for your attention to this matter. Best regards, Oana C.

Hello Booking Team, I'm writing to follow up on my previous inquiry. I have been attempting to contact you for approximately two weeks without success. It seems that my emails and calls have gone unanswered. This level of unresponsiveness is unexpected from a company I have known for 22 years. I would appreciate it if you could address the issue I am experiencing with your referral program. In relation to Confirmation# [redacted].[redacted].[redacted], I utilized a friend's referral code for this reservation. While booking through the phone app, I received a message confirming the referral reward, but this information did not reflect in the confirmation details. My friend also did not see any pending rewards of €20 until after my check-out. Initially, my app displayed a 10% reward under "my coupon codes" post-booking, mentioning that the reward would be given after my stay, but no specific amount was provided. Subsequently, this status changed to "Active." Attempting to enter a new referral code now results in a system error notification, suggesting an issue in your system. I kindly request your assistance in resolving this matter and activating the 10% reward for my booking under code 3A6640D7. I look forward to your prompt response. Thank you and best regards, Oana C.

Dear Sir/Madam, I have recently cancelled my booking at Residenza Cenisio in Milan, Italy for Larisa Purysheva using the free cancellation policy. After contacting the hotel regarding the refund, I was informed that they do not have any hold amounts. They directed me to booking.com, as they are the ones holding the funds and processing the refund. I am seeking clarification on the timeline for the refund and who exactly is responsible for holding the funds from the pre-authorized booking. Your prompt response would be greatly appreciated. Thank you, Elena Belonogova

I was moved to a different room because of internet issues. The new room was dirty, and I had to change the sheets and vacuum myself. The supervisor, V.H., initially promised a refund for a day's rental but later denied ever making such a statement. I'm upset by this misleading behavior. Is there a way to receive the credit as initially offered? I have pictures of room [redacted] to illustrate how unclean it was.

I am writing to share my disappointment with the state of the room I was assigned at the hotel. The attic room I was given had a shared bathroom and shower for three bedrooms, with three single beds. One of the duvets had indents, suggesting it had been used before. The mattresses were old and overhung the divan, and the windows were in poor condition. There was mold around the sink, the carpets, despite being vacuumed, had lots of fluff trapped in them, and the door lock seemed flimsy. The shared bathroom had excessive mold, a damaged roof, and a deteriorating mirror. When I raised these concerns with the manager, providing photo evidence, I was dismissed and my complaint ignored. It's frustrating that my request for reimbursement was refused. I am unsure of the next steps to take.

During my recent stay at Niagara Lodge and Suites in Niagara Falls, I encountered multiple issues. The indoor pool area had birds flying around, and the paint was peeling off the walls. The hot tub looked neglected and unused. The rooms were unappealing and the overall cleanliness of the place was disappointing. When I requested a refund from the manager due to these conditions, he was reluctant and only refunded a partial amount. Despite showing him evidence through pictures from booking.com, I struggled to receive a full refund. The building appeared worn and damaged on the sides with birds coming and going, which I addressed with the manager. Although he tried to offer a different room, I declined out of concern for potential bed bugs. I suggest booking.com reconsider their association with this establishment to uphold their reputation. I am still awaiting a refund of $69.20.

During my recent stay at Comfort Hotel Grand Central on 10/07/18, I was disappointed by the unsettling images displayed in the room. As someone with a background in fine art, I found the graphic imagery of a half human/half monster and a twisted representation of The Virgin Mary to be inappropriate for a hotel setting without warning. Despite voicing my concerns to the clerk upon checkout, they dismissed my discomfort. The hotel's online portrayal of beautifully decorated rooms did not align with my actual experience. I was surprised by the lack of basic amenities like glassware in the bathroom and the mention of toilet paper as a feature. This discrepancy between the website's description and my stay has left me questioning the hotel's integrity. After years of travel, this experience stands out as the worst I have encountered. I hope the hotel will consider being more transparent about the room decor on their website for future guests. Sincerely, Trudy McAuliffe, Australia.

I am requesting a full refund for a reservation that I did not use. I should not have been able to book it in the first place due to a miscommunication in the comment section. I specifically mentioned that I was looking for a dog-friendly hotel, but after booking, I was informed that pets were not allowed. I have corresponded with your team via email, and I am now escalating this issue by filing a dispute with Mastercard. Although I mistakenly booked the room twice due to phone issues, I promptly notified you and requested to cancel one reservation with a 30-day notice. I believe I am entitled to a refund of $[redacted].06, as this situation was caused by a misunderstanding on your end.

Upon arriving at Hotel Astoria in Ravenna on 21/07/18 for a two-night reservation (Confirmation No: [redacted] PIN Code: [redacted]), I noticed that the room conditions did not match the advertised images on Booking's website. The furniture and comfort level were much lower than expected, which I consider deceptive. I only stayed in the room briefly to verify its poor condition before leaving without utilizing any of the hotel's services. At the reception, I was informed of an €89 cancellation fee. Due to the misleading advertisement, I request Booking to urge the hotel management to waive the €89 charge. I am eager to hear back from you. M. F. Vega Castañeda Phone: +34 [redacted]

Hello, I made a reservation at the Talbot Hotel Wexford through Booking.com for Saturday after confirming that no payment was required until check-in. Despite this, €[redacted] was deducted from my girlfriend's Visa card for the booking on Thursday. We were then asked to pay the same amount in cash upon arrival at the hotel, resulting in us paying twice for the room. The hotel staff told us to wait for the refund to be processed. We are confused as to why the prepayment was taken when the booking conditions clearly stated otherwise. We hope for a prompt resolution. Best regards, Derek Q.

Hello, May I ask on which website you made your reservation? I tried to identify you by your email address, but I couldn't find any reservation under directbooking.ro. Please provide me with your order number. If you made the reservation on booking.com, please contact them directly as we do not collaborate with them; we are two separate legal entities. Have a lovely day. Regards, Andreea Felicia S. Tourism Agent, Call Center Direct Booking Address: [redacted] Calea Grivitei (Coral Business Center), ground floor, sector 1, Bucharest, Postal Code [redacted] (200m from Basarab Metro, 10m from Stoica Ludescu RATB station) Email: [redacted] Call Center: +4 [redacted] [redacted] 20 20 Hours: Monday - Friday between 09:00 - 19:00 Fax: [redacted] Online booking portal: www.directbooking.ro From: [redacted] Sent: 7/19/[redacted] 11:10:54 PM To: [redacted] Subject: Contact: Complaints and Notices [DB] Direct Booking Contact Direct Booking Reason: Complaints and Notices I reserved a room in Oradea at Hotel Atrium for the period 14.07 - 19.07.[redacted]. The conditions were terrible, so I didn't stay there and went to Hotel Tranzit instead. I also booked through you at Hotel CREME Deluxe Sinaia, where the conditions were equally dreadful. It was raining outside, and I arrived at 22:30 after traveling from Oradea; at this hour, it was difficult to find accommodation, and I had already paid 50% in advance. Please ensure to check the hotels before offering reservations to customers, as this hotel in Sinaia is supposedly rated 3 stars, but the conditions are not even one star. Name: Moga G. Phone: Email: [redacted] Direct Booking, Calea Grivitei nr [redacted] (Coral Business Center), sector 1, Bucharest Call Center: [redacted] [redacted] 20 20 Fax: [redacted] Office: [redacted] This is an automated message following the use of www.directbooking.ro. We apologize if this email was sent to you by mistake. To stop receiving notifications from Direct Booking in the future, you can remove the address [redacted] from our database by clicking the following link: Unsubscribe Reservation number:

I made a reservation at the Republic Inn through booking.com, and the property confirmed they had a female-only room available. I arrived, had a pleasant stay, and interacted positively with other guests. However, an incident occurred where the male owner seemed upset when I was singing, and later, he abruptly asked me to leave in the morning despite my health condition and prior arrangement. I was taken aback by this sudden decision and felt uneasy about the situation. I tried to reason with the staff, but they insisted I had to depart. I was left in a difficult position as my card was frozen, and I couldn't immediately find alternative accommodation. The misunderstanding regarding the property's nature added to the confusion. I feel unfairly treated and urgently require assistance in securing a new place to stay. My health concerns make the situation even more challenging.

Dear Sir or Madam, My inquiry concerns the booking with reservation number [redacted] at the Hongqiao Hotel, with check-in on 30th July [redacted] and check-out on 1st August [redacted], as well as the email I received from Joanne Hope T on 23rd July [redacted] at my email address ([redacted]). We are not mainland Chinese. If the hotel does not wish to accept us for this reason, I expect a full refund. It was not clearly stated on the hotel's website that only mainland Chinese guests are accepted. It is unacceptable for us to pay without being able to use the room. Please inform me as soon as possible whether we will receive a full refund or if we are allowed to stay as guests at the Hongqiao Hotel in Nanjing. If we are not accepted as guests, we will make alternative accommodation arrangements. Yours sincerely, Umberto Prosperi Porta

Good evening. I hope you can assist me promptly. Confirmation number: [redacted] I contacted La Flora Hotel at 6:35 am regarding my reservations and was informed I wasn't on their schedule. Despite that, they charged $[redacted] to my credit card, which was confusing. They advised me to contact my bank to dispute the charge. Disappointed, I tried canceling through Booking.com, costing me $[redacted]. When attempting to reach Booking.com, I was put on hold for 10 minutes without speaking to anyone before hanging up. Subsequently, I switched to Expedia, where I received a better deal with added benefits like a free massage. John from Expedia guided me well, ensuring I got the best room. I am seeking a refund for the incurred fees due to the frustrating experiences with La Flora Hotel and Booking.com. Thank you, Booking.com, but farewell as my loyalty now lies with Expedia.

I, P.M., canceled a booking at the Hamlett Inn in Solvang, California on 6/22/[redacted], five days prior to the arrival date. Booking #[redacted], PIN [redacted]. I have an email confirmation of the cancellation, but the property claims they never received it. Instead, the property was unknowingly rebooked using an email ending in co.uk, which is not mine. I did not rebook after cancellation. It seems Booking.com may have accidentally rebooked without canceling, leading to this issue. The property is withholding a $[redacted].58 refund, and Booking.com has not intervened to clarify the situation. I am seeking resolution as I believe this rebooking was not done by me. Thank you for your assistance.