Booking.com Customer Service Issues

Dear Complaints Department at Booking.com, I am writing to express my deep disappointment with your company. Despite being a loyal customer for over 15 years and recommending your website to friends and family, I felt disregarded when faced with a problem. I recently booked a hotel that was supposed to be refundable, but I was charged the full amount when I tried to cancel shortly after booking. The hotel claimed I had booked a non-refundable room, which I would never do. I expected Booking.com to support me and demand a refund from the hotel, but this was not the case. I will no longer recommend your website and will share my negative experience on social media. Please refrain from sending me any further emails as I am not interested in booking through your company. Best regards, Abdulaziz Alhosni

My experience at Rodeway Inn at Disney was extremely disappointing. The hotel was infested with bugs, dirty, lacked security, and had unhelpful staff. After a challenging two hours trying to find an acceptable room in the middle of the night, I contacted Booking.com for assistance. They mentioned it could take 1-2 days to resolve but did not offer help in finding alternative accommodation. Despite staying in a subpar room with a faulty lock and experiencing allergic reactions, we decided to leave in the morning, hoping for Booking.com to assist with a full refund. Sadly, after reaching out to Booking.com multiple times, only automated responses were received, and my refund remains unresolved. This situation has become even more frustrating, and I am in need of a resolution promptly.

During the night on July 26-27 at 12:55 a.m., a male individual entered the apartment I had rented. As a solo female traveler, I found this intrusion very distressing. Despite my request for him to leave, I couldn't rest properly for the remainder of the night, as he had gained access using the code box. This incident suggests a possible double booking of the apartment or an oversight by the owner in changing the access code for the next guest. I have attempted to reach out to the owner regarding a refund for the sleepless night but have not received a response. Any assistance in addressing this matter, which poses a significant legal concern for booking.com, would be greatly appreciated. The reservation was made under the name Linda J., booking number [redacted], with PIN number [redacted].

I made a reservation on Booking.com for a room with 2 queen beds at Murphy's Resort in Estes Park, Colorado. However, upon arrival on Friday, July 26, [redacted], we were informed that the reservation was actually for August 16, [redacted]. Despite paying $[redacted].73 with my Visa card, the desk clerk mentioned I needed the agency's approval to receive a refund due to booking through Booking.com. We managed to find alternative accommodation, but I had to pay for it separately. I have been attempting to reach Booking.com for assistance, but have not received any response yet. I emailed Murphy's Resort to cancel the incorrect reservation and request a refund. However, I am still waiting for Booking.com to contact the resort and facilitate the refund process. It's disappointing that the situation has not been resolved since it's now Monday, July 29, [redacted].

I recently arrived at Beachway Inn in Santa Cruz and had multiple encounters with the front desk customer service regarding the registration process through bookings. The staff member was unfriendly and inattentive as she assigned us room [redacted] without considering our parking needs. Upon reaching our room, we found party-goers occupying the parking spaces and encountered a roach and musty smell in the room. We were unaware of the fire incident beforehand. Disappointed with the experience, we decided to switch to a nearby hotel and requested a refund, which was efficiently processed by the helpful lady at the front desk. She informed us that bookings.com would handle the refund. This unexpected turn of events resulted in unnecessary expenses of $[redacted].44, in addition to other costs, during our family road trip. Any assistance in this matter would be greatly appreciated. Thank you, Alisa Carrozza.

Greetings, On February 15th, we made a reservation for a specific room at the Flamingo Hotel in Las Vegas, Nevada. Unfortunately, upon arrival, we were given a different room as the one we reserved was not available. The hotel staff mentioned that the price we paid was just for a reservation through Booking, and they are not willing to refund us. We are currently in a double room in the smoking area, which is not what we requested, especially since this is our honeymoon. They advised us to check back today to see if our original room is available. Thank you.

During my stay at Sands Ocean Club in Myrtle Beach, SC from July 21-23, [redacted], the room was in a terrible condition. The sheets and blankets were dirty and appeared unchanged from previous guests. The bathroom was filthy with hair, dirt, and stains everywhere. The chair in the main room was so stained we didn't want to sit on it. There was old food under the beds, and handprints were all over the headboards. Complaints to the front desk were met with unhelpful responses, and attempts to speak with a manager were unsuccessful. The ice machines were not working, and the area was messy. The grounds were littered with cigarette butts. This place needs better cleaning and maintenance staff. Due to these issues and the lack of assistance from management, we will not be returning. Some form of compensation is deserved for our experience.

I attempted to cancel a car booking through booking.com. Upon reviewing the statement, I realized that I no longer qualify for the age requirement, being older than 65 years old. I have been unsuccessful in reaching booking.com for assistance regarding a refund. My reference number for the booking is [redacted]73. I kindly request to cancel this reservation and reimburse my credit card for $[redacted].73. I appreciate any help in resolving this issue promptly. Thank you. - J. Silverstone

Hello, I recently stayed at El Puerto Boracay Hotel on Boracay Island with my five-year-old child from July 25th to July 31st. Unfortunately, our experience was not pleasant. The hotel's location was amidst a construction site, leading to constant noise from excavations and bulldozers around the clock. This made it impossible for us to sleep or even spend time in the hotel peacefully. Additionally, my child experienced breathing difficulties, and we even found a cockroach in the room. Furthermore, there were safety hazards like loose floor tiles in the shower. When I raised these concerns with the manager, they refused to refund the [redacted] pesos I had paid via my card. Despite enduring these conditions for six days, the manager insisted on keeping the fee. I have evidence in the form of pictures to support my claims. I am eager to get in touch with the management and request a refund for the distressing experience we had during our stay.

Dear Sir/Madam, I would like to address an issue regarding my recent booking at Seda Apart Hotel in Alanya, Turkey through booking.com. My confirmation number is [redacted] with PIN code [redacted]. In my booking request, I clearly specified the requirement for air-conditioning, which I believed was included based on the information provided on booking.com. Shortly after booking, I received a message from the hotel stating that air-conditioning is an additional cost of 5.-€ per day for studio apartments. I promptly responded, stating that I do not agree with this charge as air-conditioning was listed as a feature of the room during booking. The hotel suggested resolving this with booking.com. I have already canceled a previous reservation through hotels.com and did not see any mention of an extra charge for air-conditioning on booking.com. I kindly request that the necessary steps be taken to clarify and resolve this matter promptly. Thank you for your attention to this matter. Best Regards, Taheri

Dear Sir/Madam, I recently reserved a room at Seda Apart Hotel in Alanya, Turkey, using Booking.com with "Confirmation number: [redacted] PIN code: [redacted]." In my special request, I asked for all amenities listed on Booking.com, including air conditioning. Shortly after, the hotel informed me that air conditioning is an extra charge and needs to be canceled through Hotels.com. I clarified that air conditioning should be included without additional payment as per Booking.com’s information. I have contacted the hotel to address this matter internally and requested a resolution. Please keep me updated on the progress via my email at [redacted] Thank you for your assistance. Best regards, Taheri

I have reserved an exclusive double room with a sea view at Plaza Resort Athens. My confirmation number is [redacted] and the PIN is [redacted]. I noticed a discrepancy in the total cost displayed on Booking.com. The room rate is supposed to be $1,[redacted] plus $22 for taxes and charges, totaling $1,[redacted]. However, during the payment process, the total amount showed up as $1,[redacted]. Can you please clarify this issue?

I recently received an email at [redacted] about my booking in Baku from 3 to 5 with booking number [redacted]. The hotel is trying to cancel my reservation citing technical issues. After attempting to book from 4 to 6, I found it works but at a higher price. I don't think it's fair for the hotel to cancel my booking just because they received better offers. The latest message from the hotel stated, "Hello dear Jamal Alhamad. There is a technical problem in our hotel. We can't accept your reservation." I replied explaining that it's too late to cancel as my trip is already planned and I am unable to make changes. The hotel mentioned they can provide relocation. I plan to escalate this issue to hotel.com if not resolved promptly. I have multiple bookings through your website for my 23 nights in Azerbaijan. Please resolve this matter soon. You can reach me at [redacted][redacted] or email me at [redacted]

I am having difficulty with the check-in process at Homerent @Country Garden, Danga Bay, Johor Bahru. My confirmation number is [redacted], with a pin of [redacted]. I have already paid Rm $[redacted] (Sgd$58). Upon arrival at the property before [redacted] hrs, I attempted to contact the owner using the number from booking.com, but received no response. Even with the help of the property security, I still was unable to reach the owner. I had to make alternative hotel arrangements that night, but only received a call from the property owner around midnight. Due to this situation, I am seeking a refund as I had to pay for another hotel room at the last minute. This experience has left me very disappointed.

I need assistance with a recent cancellation request I made at the Red Horse Inn in Falmouth, MA on 6/21/19 due to a medical emergency. After a Booking.com agent contacted the hotel and confirmed the cancellation, I was informed by phone that the hotel had agreed to it. However, I have since discovered that I was still charged for the reservation according to my credit card statement. Despite the hotel's assurance during the call, they are now claiming they have no record of the cancellation request and refuse to refund the charge.

Good evening, I wanted to bring to your attention an issue with a booking made three and a half months ago that was recently canceled due to supposedly outdated credit card information. Curiously, an email confirming the successful update of the credit card details was received just hours before the cancellation. Despite our efforts to locate the reservation and resolve the matter, it appears to have vanished. We urgently seek assistance with this puzzling and conflicting situation caused by booking.com. The earlier receipt of a confirmation email only adds to the confusion. Kindly reach out to us promptly, as we have already been in touch with the owner, who advised us to address the matter with booking.com. The reservation was initially made using the email [redacted] The reservation number was [redacted], for the "Big lightfull apartment with castle view."

During my recent stay at the hotel, I encountered numerous issues that left me quite dissatisfied. Initially, I was asked to pay an extra $30 to check in at 11 am, which was not communicated during my booking. Upon arrival, I was assigned room [redacted], only to find it already occupied. After being reassigned to room [redacted], I discovered there was a constant clicking noise coming from the faulty phone in the room, disrupting my sleep. In the morning, I found a stray sock in the bed and realized that the bed sheets seemed unchanged as the phone card was still underneath. I attempted to address these problems with the front desk and requested to speak with the manager but never received a callback. Overall, this experience was extremely disappointing, and I cannot recommend this hotel until they address these issues.

I had a negative experience with a booking.com agent based in India. While trying to book a hotel, my phone froze on a property, and after contacting customer service for technical support, I was scammed into purchasing gift cards. The agent insisted on payment through $99.00 Google Play gift cards, claiming they couldn't accept credit cards over the phone. I fell for the scam and was convinced to buy more cards totaling $[redacted].00. Only later did I realize I had been deceived. Despite their promises to refund the excess amount, I received incorrect information and felt duped. Following this incident, I encountered further issues with booking.com, leading me to express my frustrations about the lack of trustworthiness and dissatisfaction with their customer service.

I made a reservation at Bradbury Motel in Big Spring, Texas for August 2-3. Upon arrival, I found it to be disappointing. The room resembled Bates Motel with no hilltop house. I got bitten by something in the room, which led us to leave immediately and book another hotel in the city. Unfortunately, I unintentionally booked the same motel for August 8-9. I need to cancel this reservation. I don't have the confirmation number or pin, as the automated system requested. The reservation is under the name Hilario Mendoza, with the last 4 digits of the card used being [redacted]. I am very unhappy and urgently need the August 8-9 booking canceled. A refund for the first booking would be appreciated, but I'd rather lose the money than stay another second at that property.

I made a reservation for two nights at the Country Inn & Suites Eagle Pass Del Rio Drive for August 2nd to 4th on July 19th. I initially called to inquire about the room and was informed it was a king-size bed, but the manager, Susan, might be able to arrange for a different room type at the same rate. I was disappointed when Susan couldn't make the change. Upon arrival today at around 6:45 PM after calling ahead and requesting the AC to be turned on, I was informed by Monica that my reservation was canceled due to a group booking taking precedence over third-party reservations like mine. This policy was not disclosed to me before. I am frustrated, especially after driving from San Antonio. I urgently seek guidance on what steps to take and whom to contact regarding this issue. I can be reached at [redacted].