Booking.com Customer Service Issues

Hello, I encountered some issues while trying to confirm my booking for my honeymoon trip, including flights, accommodation, and a rental car. Initially, my card was declined due to insufficient funds. When I eventually deposited the money and attempted to confirm the booking again, my card was declined once more. To my surprise, upon checking my bank account, I noticed that I had been charged for the rental car despite the initial decline. The subsequent attempts to confirm the booking resulted in additional charges for the rental car. Despite ensuring that I had the necessary funds in my account, my card continued to be declined with no confirmation emails received. As a result, I am currently facing three pending charges, totaling $[redacted].91, leaving me frustrated and in need of assistance.

During our recent stay at Cork City Centre Self Catering Apartments in Cork, we encountered several issues with the condition of the apartment. Despite multiple frustrating conversations with Booking.com, we were eventually able to secure a refund for the poor state of the accommodation. We were relocated to Coolcower House in Macroom, which was pleasant but inconveniently located, necessitating additional expenses for transportation. After contacting Booking.com about these extra costs, we were told to send in receipts for reimbursement. However, further communication attempts with Booking.com have been challenging, leaving us with unresolved expenses totaling £[redacted]. As we are scheduled to fly back to Canada on August 11, we are eager to have this matter addressed promptly. We have all necessary receipts and are eager for a resolution. Your assistance in resolving this issue would be greatly appreciated. Thank you. - Sue and Peter Wallace

I am currently staying at Fleming's Hotel Frankfurt Main Riverside and have experienced an issue with being charged twice for my stay, totaling [redacted] Euros each time. This has caused problems when another hotel, La Toscana am Europapark in Ringsheim, attempted to charge my credit card and could not proceed due to insufficient funds. I am concerned about the double charge by Fleming's Hotel and urge for a resolution promptly. The dates of the charges were on July 24th and 27th, and despite their assurance of canceling the second transaction, my other hotel bookings, such as Novotel in Munich from August 10th to 17th and La Toscana from August 5th to 10th, are at risk of being canceled due to this issue. Your assistance in resolving this matter promptly is greatly appreciated.

I made a reservation for my apartment for 4 nights, which was fully paid for. Despite informing the operator of my delayed flight from the UK, once I arrived in Venice at 7:00 PM, they stopped responding to my messages on WhatsApp around 8:15 PM. This left me stranded, forcing me to find a hotel in Verona. I reached out to booking.com, speaking with Katla at 10:40 AM on August 3rd. After getting no resolution, I requested to speak with a manager, Isabell. The operator indicated I had canceled, offering only a 50% refund. Feeling abandoned and frustrated by the lack of assistance, I have been left to find alternative accommodation for an additional 3 nights, incurring extra costs. I believe the situation could have been handled better, and I am seeking a full refund. The lack of empathy and support from booking.com is disappointing, and I plan to share my experience on review platforms to bring attention to this issue.

Reference ID #[redacted] Kavs Resorts 03/08-05/08 Dumaguete, Philippines Dear Sir/Madam, I encountered a problem with my reservation: a double booking. When I booked online yesterday, I did not receive an instant confirmation. This was unusual as I had previously received prompt confirmations from your company. I suspect the issue may have been due to poor internet connection at the time of booking. Subsequently, I unknowingly booked with Agoda, a partner of yours, resulting in the double booking. Upon arrival at the hotel, I realized the error. I attempted to contact Booking.com to no avail. Kindly cancel my booking with you at no charge and rectify the situation with the hotel. I apologize for any inconvenience caused by this unintentional mistake. I trust that you will address this promptly. Warmest regards, Farida A. Contact #: [redacted] Email Address: [redacted]

I am attempting to book my first hotel stay via Booking.com, and it has been a frustrating experience. The reservation is supposed to be at Koji Garden in Lembongan, Bali for a four-night stay starting on October 6th. After entering all my Visa Card details, I am uncertain if the transaction was successful. I have been unable to locate the booking in my account to cancel it. I am requesting assistance to cancel this reservation. Can you please check if my email is in your system and verify if the reservation was processed? If so, kindly proceed with the cancellation. Thank you for your help.

During my recent trip with spotty cell reception, I attempted to reserve a room at Motel 6 on Virginia Plumb in Reno, NV for July 20, [redacted]. Upon my arrival, I realized I mistakenly booked a room for August 3. That evening, I stayed in an available room. I asked the front desk to cancel the incorrect August 3 reservation, they assured me they would. Upon checking my Visa, I noticed an $85.42 hold. After contacting the Reno hotel, they mentioned it was marked as a "no show" and I would be charged. They suggested reaching out to booking.com to reverse the charge. Due to the hotel’s oversight in canceling the reservation as requested, I am hopeful this matter can be resolved, and the charge waived.

Reservation Details: Guest Name: B. Adkins Check-In: Mon, Aug 19, [redacted] Check-Out: Tue, Aug 27, [redacted] Property: Hawaii Ilikai Condo Booking Number: [redacted] Total Guests: 3 Total Rooms: 1 I encountered multiple issues reaching the condo regarding my reservation. Upon calling, I was met with a child who hung up, then a man who didn't speak English and seemed unaware of my reservation. A woman later confirmed she wasn't affiliated with the condo and couldn't locate my booking. Despite booking through Booking.com, my reservation wasn't on record. Feeling concerned, I attempted to cancel through my bank due to suspected foul play. Unfortunately, my concerns were ignored by Booking.com, and I received no assistance or explanations from the condo staff. This experience has left me feeling scammed and disappointed, and I will refrain from using Booking.com in the future. - B. Adkins

I made a reservation for a single room at the Mecure London Bloomsbury hotel for July 15th and 16th, [redacted]. When we arrived at 2:10 pm, we were surprised to hear that we had reserved two rooms instead of one. We requested to speak with the guest services manager to address the issue. The manager explained that we could have canceled one room before 2:00 pm, but since we arrived after that, we would be charged for the extra room. Unfortunately, there was no flexibility given our situation. I have contacted my credit card company regarding the additional charge, and they advised me to reach out to the hotel again for further assistance. I am unsure why the hotel was unwilling to make any adjustments. I hope to receive a response soon. Thank you. - Ed S. [redacted]

I am seeking a refund for the accommodation I booked on bookings.com at Noosa Pacific Riverfront Resort in Noosaville. We arrived on August 4th for a stay until August 13th but found the apartment to be unsuitable. The confirmation number is [redacted]2 with pin code [redacted]. The accommodation was supposed to be a 3-bedroom, 2-bathroom garden apartment, but upon arrival, we discovered it had stairs that were not mentioned during booking. The apartment was too small for my elderly mother, husband, myself, and my 5-year-old child. Due to my mother's health conditions and the apartment's size, we couldn't stay there. We requested a different unit, but the resort was full, and the staff were unhelpful. We had to cut our holiday short and return home. We kindly request a refund as we had saved for this yearly family vacation, only to find the accommodation unsatisfactory.

I recently booked condo Snowshoe ML226 on your website and signed the rental agreement only to later realize an unusual clause prohibiting bicycles. I promptly canceled the reservation through booking.com within the free cancelation period, expecting a full refund as confirmed by them. However, the condo owners are insisting on a $50 cancelation fee. This is frustrating, especially considering the last-minute restriction on bicycles, which impacts my upcoming trip for a mountain bike race. I am struggling to find alternative accommodation due to this unforeseen issue. The discrepancy between the cancelation fee and the supposed free cancelation policy is concerning, and I am disappointed by the lack of transparency in the lease agreement. I urge for a full refund as this situation seems unfair and unethical.

I made a reservation on Saturday, August 3 through booking.com for Hotel Vienna in Windham, NY. When I arrived at the hotel on August 3, I was informed the reservation was for August 4 and there were no rooms available for that night. Despite booking through booking.com, I was unable to receive a refund of $[redacted].34. I am requesting a refund from the hotel. If not resolved, I'll consider booking directly with hotels in the future. Reservation confirmation number is [redacted]. Additionally, after using my credit card for the booking, I noticed six unauthorized charges, leading to account closure. Thank you for addressing these issues.

I reserved a room at the Westin hotel through this website, but the charged amount differed from the advertised one. It seems the hotel wanted to add charges for additional guests. I searched for accommodations for four individuals and received a quote of $[redacted], yet $[redacted] was debited from my credit card. I opted for the non-refundable booking since I was sure I wouldn't cancel at that rate. However, with this pricing discrepancy, I wouldn't have selected this hotel initially. I reached out to Westin, and they mentioned they would "attempt" to make adjustments. This situation has left me extremely dissatisfied, and I am seeking a refund. Such issues have never arisen for me in the past. I aim to ensure this trip turns out as memorable as possible, especially since my father recently passed away, and my brother will be away for a year.

I recently received an email from the hotel informing me that their amenities will be closed for maintenance during August, which includes the date of my upcoming booking on Saturday, August 10th. I had made a reservation for 5 guests, hoping to use the pool, sauna, jacuzzi, and gym for relaxation. Had I known about the maintenance prior to booking, I would have chosen a different hotel. I would appreciate it if you could verify this information as I may need to request a refund due to the closure of these facilities. The booking details are as follows: - Guest name: Rizel Julian - Check-in: Sat 10 Aug [redacted] - Check-out: Sun 11 Aug [redacted] - Property name: Luxury 1 BR Beach Apartment with Full Sea View - Booking number: [redacted] Thank you for your prompt reply.

Hello, For us to assist you promptly, kindly provide the following information by replying to this email: • Confirmation number: • PIN number: • Email used for the reservation: • Name and location of the accommodation: • Check-in and check-out dates: We look forward to your swift response. Regards, Stella Chinenye O. Booking.com Customer Service Team

We booked a prepaid car rental on booking.com. When we arrived to pick up the car, the person named on the booking was absent, and only their spouse was present. Despite attempting to modify the reservation online, we were unsuccessful. The Hertz agent informed us on-site that the name on the booking could not be changed, advising us to contact booking.com. A representative from Booking.com assisted us in canceling the original reservation and making a new one with Budget. However, they indicated that the husband, listed on the initial booking, needed to be the one to cancel the Hertz reservation directly. Despite several attempts from the husband in Armenia and Europe, he has been unable to reach booking.com. The wife, now holding the new reservation, managed to get through but was informed that the original confirmation number was invalid. Subsequent calls from the husband have gone unanswered despite multiple tries on various customer service lines. Our vacation plans have been disrupted as nobody has picked up the numerous calls we've made.

I am extremely frustrated with the situation regarding my booking on Booking.com. We were assured via email by Ray that the accommodation we booked was a private apartment with a kitchen. However, upon further inquiry, it appears that it is actually a shared space with other rooms. There was a misunderstanding, and now we are told it is too late for a refund as it is within 7 days of check-in. This is unacceptable, as we would not have booked if we were informed correctly initially. We are seeking a resolution to either get a non-shared accommodation for the same rate or compensation for this discrepancy. Our planned vacation and anniversary celebration are now at risk due to this situation. Please assist in resolving this matter promptly. Thank you.

Hello, I want to share a recent experience I had with my booking at the Courtyard Villa LBTS in Fort Lauderdale, Florida. My stay was scheduled from August 4th to August 6th. Upon arrival, I discovered the property was closed without any staff present, even though I had booked through Booking.com. Despite multiple calls to Booking.com for assistance, the issue was not resolved promptly, leaving me and my children stranded late at night. It was frustrating to find out that the villa had strict check-in policies that were not clearly communicated on their website or Booking.com. The lack of transparency from both the property and Booking.com was disappointing. After struggling to find alternative accommodations, the compensation offered by Booking.com was inadequate given the circumstances. The ordeal was distressing and resulted in inconvenience and added expenses for me. I hope for a more compassionate and efficient resolution from Booking.com in the future. Best regards, Brittany W.

This was our first time using booking.com, and it might be the last. We booked Turks and Caicos Oceanside but had a terrible experience. The condo was a mess with ants, dirt, and hair in the bathroom, open light fixtures, and a broken AC. I contacted booking.com, and they said they would refund our stay after reaching out to Lisa Franklin. I provided pictures of the issues. However, the resort claims we exaggerated and will only refund 50%. It's disappointing that booking.com didn't protect us. We found a new resort but are unhappy with booking.com's response. We may not use their services in the future and will advise others against it.

We are currently staying at Lumbung Cottages and have encountered several issues. The cleanliness is lacking, breakfast was cold, there's no hot water, safety concerns, limited coat hangers, infrequent towel changes, hazardous bathroom steps, a building overlooking the bathroom, and a bug problem. We would like to be relocated to another hotel promptly. We have had a better experience at a previous hotel for a lower price, and we are disappointed with the service here. We will escalate this matter and leave negative reviews if not addressed swiftly. Thank you.