Booking.com Customer Service Issues

I would like to make a reservation on Booking.com again, but I have not received a response to my previous email regarding issues during my last stay booked through your company. I had difficulties at Condo Louisville Yum Center on July 27-29, [redacted], and attempted to contact the property manager, Trish, without success. I encountered several cleanliness problems in the apartment that left me quite disappointed. I cleaned the bathroom myself as it was dirty, with stained towels, unclean dishes, and an uncomfortable sofa bed. I reached out to Trish for assistance but received no response. I am puzzled by the lack of communication and hope to hear back soon. Thank you.

Booking Confirmation: [redacted] PIN: [redacted] I made a reservation at Bel Air Motel in Gatlinburg from the 31st to the 4th. Upon arrival, the room had stains on the walls, carpet, and bedding, which was unacceptable. The property was unkempt with dirt all around. The hotel looked old and neglected, not at all what was expected. As a result, we had to find another hotel, shortening our vacation by one day. Even after multiple calls and attempts to speak with a manager, they still charged me for one night. I am disappointed with the experience and would like to discuss receiving credit for a future stay or resolving this matter differently. Your assistance in addressing this issue would be greatly appreciated.

During our recent stay at the Best Western in Dothan, Alabama, we encountered numerous issues that left us extremely dissatisfied. Despite our efforts to request a refund due to the poor treatment received from the manager and the presence of roaches in our room, we were only refunded $53 out of a $[redacted] bill. To our surprise, we later discovered that the calls we made in response to your attempts to reach us were to an international number, resulting in over $[redacted] in charges on our Verizon bill. This unexpected expense has only added to our frustration with the entire experience booked through booking.com. We sincerely hope that the charges incurred can be reimbursed as we believe it is unfair to be penalized for trying to address the problems we faced during our stay without any prior warning about international calling charges.

Dear Booking.com Customer Service, My name is Kathy Hurley, and I recently stayed at a place called Yosemite Fall Calling. I am writing to request a refund for my stay due to a negative experience. During my one-night stay on August 2nd, I was unexpectedly charged $62 for parking. The property owner contacted me on July 30th, just days before my stay, providing additional information. This revealed that parking was not as described on the booking page, where only $31 per stay was mentioned, instead of $31 per car per stay. Upon arrival, I found the property to be significantly different from the pictures. The house was dusty with spider webs, dirty ceiling fans, misplaced pillows, and an unkempt laundry area. The shower drain was partially clogged, causing delays, and we encountered issues with the laundry machine that we couldn't resolve as there were no clear instructions or assistance from the owner. This experience was extremely frustrating, and I seek a refund for the stay. Thank you.

Upon arrival at the hotel, we were smoothly checked in by the receptionist, Evie. However, upon returning to our room later, we were dismayed to find ants everywhere. Despite notifying Evie immediately and requesting a room change due to the infestation, we were informed no other rooms were available until the next day. Uncomfortable with the situation, especially after discovering more ants in various areas, we asked for a refund to relocate for the night. Initially met with resistance, Evie eventually arranged for the room to be sprayed but was nearly empty, implying a recurring issue. The next morning, the new receptionist, Prishna, delayed our room access, leading to a confrontation. The hotel's management was unhelpful, rude, and unapologetic, refusing any form of compensation or refund. The lackluster response and poor treatment left us disillusioned and desiring to leave immediately, as our anniversary trip to Mykonos was spoiled by the subpar experience at the hotel.

I was surprised to see a charge of $[redacted] on my card after my stay at the hotel, when I had initially booked for $[redacted].79. The rate was listed at $[redacted].72, with taxes included at $37.07. It is important to note that the total price does not usually include additional supplements like an extra bed. At Hampton Inn Jericho - Westbury, they might place a temporary deposit on your card to secure your booking. If there are any cancellations or no-shows, the property may still charge applicable taxes or the full reservation amount.

I made a reservation through Booking.com for August 10th at Ospitalita in Compagna, Quiitano Italy, but upon arrival, I found camp beds in what seemed like a storage room with a dirty shared bathroom. The accommodation did not match the description provided, especially for the price of 95 Euro. We decided not to stay and had to scramble to find alternative lodging in the village. Despite explaining the situation, we are struggling to get a refund for what Booking.com now calls a No Show. The misrepresentation by the owner is concerning, and the lack of customer service from Booking.com has made it harder to resolve this issue. Any assistance would be appreciated. - David S.

I stayed at Sina Star Camp in Nuweiba with my friends on August 14, [redacted], booking 2 rooms for 3 guests. Unfortunately, the experience was disappointing. The place had a sewage smell, dusty rooms, and moldy fridges. Stained bed sheets, lack of light bulbs in one bathroom, and unhygienic toilets were observed. We even found a lizard in one room. The noisy A/C units and one without a cover raised safety concerns. I have evidence with pictures and videos to support my claims. Due to the unsanitary conditions, we couldn't stay the night. Despite being charged by Booking.com, I seek a full refund as the situation was unacceptable. Thank you for your attention to this matter.

I made a taxi reservation through booking taxi.com from my booking.com hotel booking with reference number [redacted]0. After our flight was delayed by approximately 20 minutes, and the plane was stuck on the runway, we contacted Dublin Airport Transfers to inform them. They assured us they would wait for up to [redacted] minutes. Unfortunately, upon disembarking and collecting our luggage, we called to find out the taxi had left due to another customer with a punctual flight. We are seeking a full refund as we promptly notified them of our delay. It's worth noting that multiple people mentioned that Dublin Airport Service can be unreliable when we inquired about alternative transportation to our hotel.

I encountered difficulties with my booking at Atlantique Beach House. The lady I spoke to insisted on receiving a photo ID to provide information on accessing the property, which I couldn't send due to lack of internet service. Despite multiple attempts, the details were not received as she mistakenly sent them to the wrong number. Subsequent attempts to get the information were fruitless as the documents required internet access. After a frustrating two hours, the lady mentioned canceling the booking and arranging a refund through Booking.com. Disappointed by the experience, I had to find alternative accommodation at 4 pm. I spent two hours searching before locating a suitable place. I kindly request assistance to ensure a full refund for this inconvenience. Thank you.

During our recent stay at the Days Inn by Wyndham Orlando Airport Florida Mall from July 25th to July 30th with my wife, we encountered some issues. Initially, we were quoted $[redacted] instead of the expected $[redacted].65 due to not having our booking confirmation on hand. The first room was subpar so we spoke to the manager and were moved to a second room that smelled of cigarettes. Seeking a refund for the remaining days, we were directed to contact booking for assistance. When booking explained only the hotel could issue a refund due to already processing the payment, we attempted to resolve the matter with the manager. After a back-and-forth discussion, we reluctantly settled for another available room. Our stay eventually improved, but now, over 15 days later, we have not received a receipt for our $[redacted].11 charge and the unresolved $75 safety deposit. I seek clarification on these unexpected charges.

Reservation # [redacted], PIN [redacted]. I made this reservation months ago for US $[redacted].00 (EU [redacted]), as documented. However, I was charged $[redacted].79 on my SWA-VISA, a difference of $[redacted].79. I have contacted Booking.com staff, followed their instructions to dispute the charge on my credit card twice, and was advised to request transaction details from VISA. VISA informed me they do not have Euro conversion information, as charges come through in USD. I am puzzled why the agreed-upon amount isn't being honored and request a refund. Unfortunately, I did not receive a folio upon checkout. Please address and rectify this issue. Thank you. - E Mary Johnson/LeAnn Jarmolowicz

Hello Booking.com, I made a reservation for the "Bahria Luxury Apartment" in Lahore, Pakistan, for two nights from August 14, [redacted], to August 16, [redacted]. When I arrived, the person in charge showed me a different, dirty apartment instead. Despite the situation, with my two young children aged 1 and 3, I accepted the different apartment and paid for two nights in advance as requested ([redacted] PKR). Later in the evening around 7 pm, the building cut off the power due to unpaid electricity bills. After several hours, around 2 am, I was finally given another dirty apartment with a malfunctioning air conditioner, leaving my kids crying all night. Upon checking out the next morning, I discovered that the property owner had overcharged me for the stay. Despite my attempts, the property owner has not refunded the excess payment or responded to my messages and calls. I urge Booking.com to address this issue promptly. Booking Reference: [redacted] Pin: [redacted]

I have a reservation at Hampton Inn Superior, WI for September 14 check-in and check-out on September 15, [redacted]. I made the booking through Priceline, and they forwarded it to you. Unfortunately, I haven't received an email confirmation. I would appreciate it if you could send the confirmation to [redacted] Due to not receiving the email from Booking.com, I am unable to request service assistance as I lack the pin number provided in the email. Kindly send me the confirmation to [redacted] Thank you.

I called to cancel my reservation, but the person I spoke to was rude. Today, I went to the hotel to confirm the cancellation and lodge a complaint about the poor treatment I received. I spoke with a manager, Amana, who was also rude and dismissive, speaking to me in front of other guests instead of in private. The hotel had a strong sewage odor upon entering. I was directed to contact bookings.com, but the number given, [redacted], was incorrect. The address provided was [redacted] Big Tree Drive. As an out-of-town guest, I expected a great, clean, and safe stay for myself and my child. I tried to cancel within a reasonable timeframe, but the hotel did not advise me to contact bookings.com until today. I am currently on hold trying to reach someone at bookings.com at [redacted], after having difficulty finding the number online.

I made a reservation on Booking.com for a vacation at Sands Ocean Club Resort in Myrtle Beach, SC, from August 6th to August 15th. Upon arrival with my family, we were shocked to find the room extremely dirty. We had to buy cleaning supplies to clean the bathroom ourselves. Despite complaining to the front desk multiple times, they never properly addressed the issue. The floors were dirty, towels were not clean, housekeeping did not change the sheets or make the beds, and the bathrooms were left uncleaned. Each day, we had to ask for more towels, napkins, soap, and toilet paper. I'm seeking guidance on how to request a refund for this unsatisfactory experience. Thank you, Kevin P.

Hello, I have been attempting to reach out to booking.com online without success. I need to modify my already confirmed booking urgently. I made a booking at Starling Geneva Hotel for a guest from August 16th to August 23rd. However, due to unforeseen circumstances, the guest will now be checking out on August 20th. While I have received contact from booking.com, I was informed that I will be contacted again on Monday before any adjustments can be made. I am eagerly awaiting booking.com to make the necessary changes. Thank you.

I attempted to make a hotel reservation today at 4:00 pm and called customer service, speaking with Samuel. He suggested purchasing gift cards to save $[redacted] on the reservation at Richards Motel listed on Booking.com. I bought two $[redacted] gift cards from Target as advised, but encountered issues getting a refund. Samuel requested additional gift cards totaling $[redacted] each, threatening no refund if I refused. I contacted the police, FBI, and Better Business Bureau. I have retained the gift cards and receipts. Samuel's phone number is 1-[redacted] and he used other 1-[redacted] numbers. His behavior escalated when I called through the hotel's line, insisting on secrecy. I will take legal action if not refunded. Signed, Ana Ruiz de Castilla. My contact details are [redacted] and [redacted]

We mistakenly booked a hotel for the wrong night in Venice. Originally reserved for September 1st-2nd, [redacted], we needed to change it to tonight, August 18th. Hotel Leonardo, with the main check-in at Hotel Ca’ San Marcuola, has agreed not to charge the nonrefundable fee if we stay tonight instead. They are awaiting Booking.com's confirmation. The reservation process through Booking.com was frustrating. Despite selecting "pay later," I was prompted for credit card details. This led to confusion when attempting to modify the booking moments later. It was clear within 5 minutes of the error, but Booking.com restricted any changes. We are okay with not having breakfast due to an early airport departure. We hope to be charged only for tonight's stay, not for September 1st.

I received a booking confirmation stating payment would be due upon arrival with only a possible prepayment taken. However, upon check-in, I was informed that the full payment had already been charged to my card. I specifically chose the pay at check-in option to avoid this. Here are the details from the forwarded email: Casa Gracia Booking.com Confirmation number: [redacted] PIN code: [redacted] Thank you, Casa Gracia, for confirming my stay in Barcelona on the 18th of August. The payment was supposed to be handled at check-in as per the booking confirmation I received. Can this issue be resolved satisfactorily?