Booking.com Customer Service Issues

I'm Jose M., and I encountered an issue with my reservation #[redacted] for 2 rooms on August 9 and 10. Unfortunately, my friend who was to share the second room had a health emergency and can't come anymore. I attempted to cancel only one room, but it seems both were canceled. I kindly request assistance regarding this matter. Please reach out to me at [redacted] or [redacted]

During a recent trip back from Europe on July 7, [redacted], my wife and I encountered a travel disruption with our Philadelphia connection due to weather. I attempted to secure a room at the Marriott Philadelphia Airport through the app on my iPhone, which did not mandate a deposit or guarantee. Despite the reservation on the app, upon reaching the hotel, I was informed they were fully booked for several hours. Shockingly, I was still charged for a night at the Marriott. Subsequently, I booked a room at the Hotel Inn at Penn in Philadelphia and was properly charged. Strangely, there is an additional charge for a hotel in Phoenix at the Hilton Garden Inn for the same night. This conflicting situation, where I seemingly stayed in three hotels in one night, has led me to question the booking processes of the app. Based on these discrepancies, I have taken the necessary steps to dispute the charges and will be sharing my experience on social media. I am disheartened by this experience and am contemplating discontinuing my association with your services. Sincerely, Dr. Chris Buttner

I attempted to make a reservation at Via Veneto Luxury Suites, Corso d'Italia 29, Via Veneto, [redacted] Rome, Italy from 30 August to 1 September for €[redacted].10, with immediate non-refundable payment required. However, the booking was unsuccessful (not confirmed), but I noticed three transactions on my MasterCard. After that, I tried booking with my American Express, and one transaction appeared, but again, no confirmation was received. I kindly request a reversal of these transactions and a confirmation of the reversals. Once this is done, I will proceed to make the booking again.

I need to address reservation number [redacted] made today. Unfortunately, I was unable to use the booking as it was mistakenly set for the 9th instead of the 8th, and my flight left on the 9th in the morning. This is my second attempt to reach out, but I have not received a callback. You can reach me at [redacted]. I was assured during booking that the card would not be charged until check-in, so I kindly request the reservation to be cancelled, with a refund issued to the credit card.

On Sunday, August 28th, I stayed at Parkdale in Mentone, a reservation I had made through Booking.com. Upon arrival, I was disappointed to find the bathroom and the hotel to be extremely dirty. Throughout the night, there was noise and disturbances from other guests. This culminated in a frightening incident at 6 am when someone attempted to force their way into our room, using offensive language and threats. When we called the reception for help, they hung up on us. The situation escalated to the point where we had to involve the police and ultimately felt compelled to leave for our own safety. Upon further investigation, we discovered that the hotel sometimes hosts individuals from the Moorabbin Detainee Centre, making it feel unsafe for guests. We believe a refund for our accommodation is warranted given the unpleasant and unsafe conditions we encountered during our stay. We also urge Booking.com to reconsider promoting this establishment, for the safety and comfort of future guests. Thank you, Chloe

I recently made a car rental reservation for Hobart, Australia, for the end of March [redacted]. However, I have now canceled it and want to confirm the cancellation and ensure that my credit card will be refunded. The reservation number is [redacted]84. I was surprised to be charged so far in advance and the company changed my booking to a smaller car, which has left me dissatisfied. I have decided to go without a car for now. Could you please verify that the cancellation has been processed and that no charges will be issued? Thank you for your assistance. Best, Karen C.

Upon arrival in Kona, it took three hours for the manager to call back and meet us there. The place was filthy, with live cockroaches in the refrigerator, a rotten lemon on the counter, and dirty bedding with hair and crumbs. Additionally, there was black mildew on the vents and two windows missing panels that didn't lock. When we brought these issues to the manager, his solution was to come back later for a clean-up, which we declined. Furthermore, encountering strange individuals descending from the upper unit raised concerns about the safety of the home, prompting us to consider leaving.

Dear Booking.com, I'd like to express my dissatisfaction with my experience at Graskop Holiday Resort booked through your platform. Upon arrival on the 9th of August [redacted], I encountered issues such as a lack of drinking water, a non-functioning toilet, absence of a TV, and poor customer service. Despite booking on the 12th of July [redacted], my name was not on the list, resulting in an hour-long wait. This level of service from Booking.com and Graskop Holiday Resort is subpar, and I feel compelled to share my experience with others. Thank you for addressing these concerns. Sincerely, Johannesmoshiga

Regarding Confirmation number [redacted] and PIN6736, I am very displeased with Serviced Apartments Melbourne - OPUS and Australia [redacted]. The entire experience was poorly managed. On the day of arrival, I received a call from Maya at Serviced Apartments requesting a copy of my ID via SMS. Upon arrival, they asked for a photo of my credit card through the same method for the security bond payment. I refused to send this and mentioned it might be illegal, but eventually, Maya processed my credit card without the photo. Despite being promised an upgrade to a 2-bedroom apartment which I didn't need, the entry instructions were confusing. The apartment lacked WiFi instructions and a working TV remote, which was later revealed to be due to a known fault with the TV. After several days of inconvenience and no response to my complaints until involving Booking.com, I was moved to a different apartment. The new place had issues like a faulty fridge and shabby furniture. Despite discussions with the manager about compensation, including a tentative 20% discount on a future booking, no formal offer has been made. I feel that Booking.com should vet their suppliers more rigorously to ensure better customer service standards. I am seeking assistance from Booking.com in resolving the compensation matter and can provide evidence of the issues if needed.

I booked a stay for July in Florida back in February. Unfortunately, during my vacation, my best friend got hospitalized, and I reached out to the hotel through Booking.com to explain that I couldn't make it from Miami due to the situation. They refused to refund me. Despite my friend's family suggesting I should go, I drove there unwillingly. Upon arrival, the receptionist reiterated the non-refund policy. Later, I found out my friend's condition worsened. The next day, I checked out early without explanation. The staff didn't inquire about my early departure or offer any sympathy. I mentioned contacting Booking.com, but their response remained unsympathetic. Although my friend passed away later, not during my stay, I anticipated more compassion from the hotel staff given the circumstances.

I made a hotel reservation at the same time as my wife, and then I realized I cancelled it, but unfortunately, it was non-refundable. We immediately contacted the hotel as advised by Booking.com, but they directed us back to Booking.com, which we have been trying to reach. We are still planning to stay at the hotel, but we need the fee refunded for my cancelled booking while my wife's booking through you remains valid. My reservation number is [redacted]. I spoke with Best Western customer services, and they mentioned that they won't charge for this cancellation but advised me to contact you. Kindly confirm that no charges will be made for the cancelled booking.

Hello team, I paid in full for my accommodation and was denied check-in as the hotel claims no booking was made. They also mention not being affiliated with booking.com. This is problematic as I am here with family and children, stranded without a place to stay. I am considering involving the police and consumer forum. Please address this urgently, taking action against the hotel and providing a full refund promptly. Best regards, Mukund

Subject: Refund Request for Cancelled Booking ID: [redacted] via Booking.com Dear Sir/Madam, I made a booking at Riverview Retreat hotel via Booking.com and had to cancel shortly after due to unexpected reasons. I received a confirmation email with details of the cancellation. Despite the cancellation fee being waived as per the email, an amount of Rs. [redacted] was deducted without my CCV number input. As per the cancellation confirmation from Riverview Retreat by Leisure Hotels, I kindly request a refund of the Rs. [redacted] as stated in the email chain below. I have attempted to contact both the hotel and Booking.com but have not received a response for the past 10 days. Your prompt attention to this matter is appreciated to avoid further escalation. Regards, A. K. [redacted]

During my recent 6-night stay at Kirk's Korner Motel in Scunthorpe, I was disappointed by the dirty room with a cigarette-burned quilt cover and various stains. The shower smelled of sewage gas, and the secure entry door lock was not working. Noisy disturbances occurred the first night, and the kitchen appliances were in poor condition. Concerns peaked when I found a burning frying pan unattended on a gas burner in the kitchen, a dangerous situation worsened by the lack of smoke detectors and the blocked kitchen door. This unsafe incident made me concerned about the motel's proximity to a petrol station. Due to these serious issues, we decided to leave the motel.

I made a reservation months ago from Australia for a 6-night stay at Cranley Hotel in Kensington, prepaid for our 50th birthday and parents' 54th wedding anniversary celebration from August 11th to 17th. Upon arrival, the hotel was filthy, smelled bad, and was uninhabitable. The staff at the desk were extremely rude. This hotel is nothing like the 4-star property we thought we booked. We are now out of pocket a substantial amount of money for a hotel that is misrepresented by both the hotel itself and the booking organization. We had to move to another nearby hotel at an additional cost. Is there a way to get a refund for this disastrous experience? I can be reached at +[redacted]7. Thank you, Jane S. After researching on TripAdvisor, we should have avoided this hotel. We have now relocated to a clean option.

I had made a reservation at Bella Apartment in Nairobi for three days starting from July 18, [redacted], and paid $[redacted].00 using my credit card. However, upon arrival in Nairobi, I faced an issue. The contact number provided did not lead me to the apartment, instead, it directed me to a different location that turned out to be a brothel. Despite my attempts to reach them, the phone was switched off. I was left stranded and had to find alternative accommodation. When I tried contacting Bella Apartment the next day, my calls were rejected. Eventually, I received a message directing me to Sunshine place for accommodation. I couldn't reach them at any point. It seems Bella Apartment may not even exist, and I am hoping to get a refund.

I reserved two rooms at Le Centre Sheraton hotel in Montreal for August 2 - 7, [redacted] (confirmation [redacted].[redacted].[redacted]). The confirmation indicates that the 5% tax is covered. Nevertheless, the hotel is charging me more than the final price stated in the confirmation, claiming the tax is not included. They advised me to reach out to you for assistance. I kindly request a refund for the 5% tax as per your confirmation.

I reserved the “Broadbeach Villa” from Angelique. Upon arrival, we were dismayed by the condition of the house and discrepancies from the advertised photos/information. The first floor had glass, sand, dirt, and stains on all surfaces. Each bedroom had sweat and semen-stained blankets, lint-covered linen, and dead cockroaches. We encountered issues like a broken shower screen, poolside safety rail, tile by the pool, lifted nails at the entrance, mouldy carpet in the rumpus room, and missing outdoor seating and bbq as per Booking.com. Despite efforts to contact Angelique and clean extensively for the next guests, we are still waiting for the return of our security bond. The lack of communication and unresolved issues are disappointing.

At Shep's Miners Inn in Chloride, AZ, we have experienced multiple scams from individuals booking multiple rooms from foreign countries. The most recent incident occurred today, Monday, August 12, [redacted], with reference number [redacted]. Our policy states that we cannot cancel reservations without paying the booking fees. Despite numerous attempts to contact these scam guests through disconnected foreign phone numbers and emails, we have never received a response. The scammers consistently book multiple rooms, resulting in significant financial losses for us in the past year. I kindly request an email with a contact number where the owner, Earl Dean Kenedy, can address this situation personally. Please reach out to me at the following cell number: [redacted].

I am experiencing difficulty logging into the Booking.com extranet and Pulse using my Gmail account. Despite sending multiple emails to the customer service center for assistance, I have not received a satisfactory solution yet. I need confirmation that my property ID is [redacted] for the Heart of Bhaktapur Guesthouse. I am unable to locate the number for the local customer service agent and would appreciate a call back to address this issue promptly. Kindly provide the number directly in an email or reach out to me at +[redacted]. My name is Krishna S. Khaitu, the property owner of Heart of Bhaktapur Guesthouse.