Booking.com Customer Service Issues

We had to miss the first night of our prepaid reservation at La Stella Stay hotel in Mykonos, Greece, for our anniversary on August 20th, [redacted], due to inclement weather canceling the SuperCat ferry from Milos to Mykonos. Despite the ferry company offering accommodation in Milos and tickets for the next day, they couldn't refund the £[redacted] we paid for the hotel through Booking.com. I believe Booking.com should issue the refund as the payment was made in advance. I plan to share my feedback on this trip, highlighting the customer service experience, including how this refund request is handled. I disagree with full payment policies before enjoying the service and feel customers might fare better bypassing intermediaries like Booking.com. Unless prompt refunds are guaranteed for uncontrollable cancellations like force majeure events, it's advisable to book directly with establishments.

Dear Booking.com, I am writing to express my dissatisfaction with my recent stay at Sun & Snow Apartments in Gdansk, Poland. During my time at Chlebnick 36, #6 on August 25, [redacted], I injured my foot due to a loose metal strip on the kitchen floor. I promptly reached out to the Sun & Snow office via email with pictures of the incident, inquiring about key drop-off and addressing the lack of sufficient toiletries. Despite my efforts, I received no response, even after attempting to call the office on two separate occasions. On August 26, I visited the office in person to report the incident, only to find the staff unsympathetic towards my situation. This lack of professionalism and concern for guests is unacceptable. I have utilized Booking.com for numerous stays during my European trip and can confidently say that Sun & Snow Apartments has provided me with the worst experience thus far. I urge your company to reconsider its partnership with Sun & Snow Apartments. I intend to share my unfortunate experience on various review platforms to inform others. I am requesting a full refund for my 3-night stay and associated expenses. Thank you, Jonathan E. Rubinow, M.D.

Upon checking in at Waves Hotel in Newport last Saturday, we were disappointed to find it was not a hotel as advertised but a motel. The room lacked an air conditioner, and the fan provided was not only broken but also dirty. Additionally, part of the floor was wet, there was no safety guard at the window, and we encountered a spider on the wall that frightened my niece. To add to our disappointment, we were unable to use the pool due to chemicals. The discrepancy between the pictures online and the actual room was striking. The fees charged seem more fitting for a motel given the condition of the room. Unfortunately, with no other vacancies elsewhere, we were left with no alternative accommodations.

Dear Team, Unfortunately, upon arrival at the hotel, my reservation was not found. Despite showing them proof of my booking made through your site on February 11th, the hotel claimed they never received the request from booking.com. Consequently, I was unable to secure the King suite as initially planned due to the hotel being fully booked. My past experience in Chicago, where a similar incident occurred, had me booked a different room than requested due to the same issue with booking.com. Both incidents have caused inconvenience and disappointment after having planned and booked well in advance. With an upcoming reservation in Whistler BC, I am concerned that a repetition of this situation might occur.

I have misplaced the confirmation email and need a duplicate. I've been attempting to reach a live representative without success. The contact number has an automated message instructing to provide the confirmation or code, which I don't have as I never received pages 1 and 2 of my email confirmation. The automated system has not allowed me to get through to a live person for over 24 hours. Emailing them hasn't been successful either. I lack the necessary information to speak to someone as I don't have my confirmation number. This has been a frustrating experience. I hope someone can assist since there isn't a functional chat option available.

I made a reservation at the Villa Inn in Lawrenceburg, TN online. I selected this hotel specifically because of its location, price, and the fact that it offered a pool for my kids to enjoy after the baseball tournament. When we arrived at the room, we were disappointed to find the pool empty with a ladder in it, which was the main reason for choosing the hotel. The room itself was musty and hot, as the AC wasn't on. We turned on the air and left immediately for the ball field. Later, I requested a refund due to the lack of a pool and the uncomfortable room, but the clerk informed me that since I booked through the hotel's website, they couldn't issue a refund, suggesting I contact Booking.com instead. As we couldn't stay in the room, we decided to drive back home to Columbia, TN, which took us 55 minutes. Thank you for your assistance.

Booking confirmation [redacted], PIN [redacted] at Hotel Victoria in Great Yarmouth. Initially booked one room but when attempting to book a second, it was unavailable. Contacted the hotel, and they assured me the second booking will be canceled without any charges. Despite this, my bank account shows charges of £79 for one booking and £99 for an unknown reason as there was only one confirmation received. I seek a refund of these amounts and clarification on the additional charge. Contact me on [redacted]2.

I made a reservation at Michigan City Inn for 8/17/[redacted] through Booking.com. They informed me I could pay upon arrival, and no credit card details were taken. Our confirmation number is [redacted] with Pin Code [redacted]. Upon arrival, the hotel initially could not find our reservation but eventually did. I inquired about matching the lower rate given to other guests since no payment details were provided during booking, and we were charged $[redacted].84 for the room, a reduced rate. However, the room was unsatisfactory - unclean beds, dirty floors, and a poorly maintained window curtain. The front desk mentioned refunding the payment within 48 hours when we opted not to stay. Unexpectedly, I discovered two charges on my credit card statement: the $[redacted].48 charged by the hotel and an additional $[redacted].29 from Booking.com. I suspect the hotel erroneously charged me independently of Booking.com. I need clarity to dispute these charges accurately. Additionally, I recommend reevaluating the Inn's rating on your platform due to the poor condition of the rooms, hallways, and lobby.

We made the reservation directly without using booking.com after a recommendation from a friend. Our guest was happy with the initial stay. However, when they returned, they were assigned a different room with a faulty aircon and encountered issues. Despite contacting the hotel to reserve the same room, no confirmation was received. After numerous attempts to reach out, the hotel suddenly called asking for guest arrival details without confirming the reservation. Subsequently, a person claiming to be from the hotel named Rob arrived without proper identification, causing distress and threatening behavior. As a daycare company, we prioritize safety and respect for our clients. Immediate action is necessary to address this matter to protect both our businesses' reputation and ensure the safety of our clients. Your prompt attention to this situation is greatly appreciated.

I made a reservation at the beginning of August for the bank holiday weekend from Friday, August 23rd to Sunday, August 25th, for 2 people. On Friday, August 23rd, I received a phone call from Booking.com informing me that we couldn't go to the hotel we originally booked due to flooding. They offered an alternative option in the same area. I wasn't satisfied with the first alternative but accepted the second one, even though it was more expensive. I requested a refund for the price difference via email on Monday, August 26th, but I haven't received a response yet. I would like to know how long it will take to process my refund claim. Thank you. Best regards, Dana

Booking Confirmation: [redacted] Semashko Hotel Antonova Street 10, Hrodna, [redacted], Belarus Sunday, 16th June [redacted] Tuesday, 18th June [redacted] Hello Booking.com! We booked and paid for 2 nights at the Semashko Hotel in Hrodna, Belarus, for June 16th-18th, [redacted], but we would like a partial refund as the hotel did not have a swimming pool, fitness center, or spa facilities available (under renovation). This was not communicated anywhere prior to our booking on April 23, [redacted], or during our stay on Booking.com's or the hotel's website. We were surprised to find out upon arrival when we wanted to swim. Additionally, there was a dusty construction site next to the hotel, forcing us to stay out all day until around 8 p.m. Also, the breakfast room was very cold with a strong draft, despite our request to adjust the air conditioning. We were satisfied with the room. Thank you in advance for your response! Kind regards, Fa.S.

Booking Number: [redacted], PIN Code: [redacted], Semashko Hotel, Antonova Street, Hrodna, Belarus. June 16th - June 18th, [redacted]. Hello Booking.com! We booked and paid for 2 nights at the Semashko Hotel in Hrodna, Belarus, but we would like a partial refund as the hotel's pool, gym, and spa were closed for renovation. This was not communicated anywhere during the booking process or on the hotel's or Booking.com's website. We were disappointed to discover the facilities were not available upon arrival, and there was a dusty construction site nearby. We had to spend most of our day outside the hotel due to the noise and dust. Additionally, the breakfast room was uncomfortably cold, with the staff unwilling to adjust the air conditioning. Despite these issues, we were satisfied with the room. Thank you in advance for your response. Kind regards, Fa. Stoffers.

Booking.com Confirmation No: [redacted].[redacted].[redacted] for Airlie Beach Hotel. Upon my arrival, I was informed that my reservation was for a basic motel room located at the rear of the property, which was not the accommodation I intended to book. I was disappointed with the double bed in the small room. It seems there was confusion as I did not realize I was booking a motel-style room on your website. Consequently, we had to pay extra to be rebooked into a different room. I have been a loyal customer of Booking.com for a considerable period, and this incident has made me question my loyalty. I am considering other booking platforms unless this issue can be resolved satisfactorily.

I made a reservation for a room at OYO Home Supreme Studio Empire Damansara Soho through Booking.com. However, on the day of check-in, OYO informed me that the room was fully booked and they had upgraded me to a different nearby apartment without providing the proper address or informing me of the increased price. Despite my attempts to reach them for the correct address, I was initially given the wrong information and ended up at the previous apartment. When I finally reached the upgraded apartment, I was disappointed with its condition, as there was construction noise, unclean facilities, and issues with amenities. Due to this, I checked out and went to another apartment for my stay. My confirmation number is [redacted], with check-in on August 27, [redacted], and check-out on August 28, [redacted]. The original room price was RM 85.00, while the upgraded room was RM [redacted].

I am considering not using Booking.com for my future trips after encountering an issue with my recent booking in Newark, Delaware. Due to an impending hurricane in Florida where I reside, I contacted the hotel directly to inquire about rescheduling our stay by a day. Unfortunately, as I made the reservation through Booking.com, I was informed that I could not modify it, and any funds paid would be forfeited if we did not check-in. This situation is disappointing, especially considering the circumstances in Florida. Losing the $[redacted] I paid for the stay is frustrating.

Confirmation Number: [redacted] I am encountering an issue with my booking under the confirmation number provided. Original conversation with the host: Dear Sir/Madam, I booked a room specified with a bathroom and shower only. While it mentioned no bathtub, it did not clearly state the absence of a toilet. Kindly adjust my booking to a room with a private bathroom, as advertised on the website. I'm copying booking.com on this email for their reference. I am willing to pay any price difference. Best regards, Maria D. Hotel's response: Good afternoon, During your reservation, it was indicated that the room had a shower only. Depending on the rate chosen, modifications may not be possible, but you can request changes through booking.com. My reply: When I booked, there was no indication that the room lacked a toilet! I specifically selected a room with a "private bathroom," and that's how your room was categorized on the site, prompting my booking. I require a change to my b... Aug 28, [redacted] Hostal Moratin: Your room includes a shower but no toilet. Aug 26, [redacted]

In June, I made a reservation for several rooms at Embassy Suites Dallas Galleria via Booking.com for a stay in November. After reconsidering due to reviews, I made a new booking at Omni Dallas for the same dates. When I tried to cancel the Embassy Suites reservation online, I couldn't. Despite explaining Booking.com's policy allowing free cancellation until November 6th, they said it wasn't possible. To my surprise, while trying to resolve this, my Omni Dallas reservation got canceled instead. After frustrating calls and a ridiculous request for $[redacted], I contacted Embassy Suites, who confirmed the reservation was still active and that I wouldn't be charged to cancel. They even offered to help in a conference call with Booking.com to sort it out. This experience is nowhere near my previous smooth bookings with Booking.com, and I won't pay for a room I tried to cancel within their guidelines.

I made a room reservation at Days Inn in Flagstaff, AZ for one night from 8/29 to 8/30. The confirmation was sent to my boyfriend's email. When I called the hotel to check if they had the booking, they said no. Therefore, my boyfriend paid at the front desk. After he checked-in, the confirmation email arrived. I then canceled the booking on Booking.com, which had free cancellation. While on the phone trying to speak with someone, I do not believe there should be a cancellation charge since he actually stayed for the one night. The person who stayed was Rene Ornales. I am unsure if this all pertains to the same booking since the hotel offered a different rate than Booking.com. I wanted to make sure to cancel with Booking.com due to the walk-in situation. Please do not apply a cancellation fee as he did stay the night of 8/29 to 8/30. I will be checking out today from Days Inn at [redacted] W Route 66, Flagstaff, AZ. Thank you. - Joann Hiralez.

I am the owner of La Terrasse, Mas Pallares, with reference number [redacted]. I have completed all the necessary details for booking. However, I am experiencing an issue with my password being outdated and a reset link being sent to an incorrect email address. The email address mentioned does not belong to me. My correct email address is [redacted] I reside in France, not Belgium. I urgently need to update my password to manage my property. I can only access La Terrasse through my other property with reference number [redacted] until this is resolved. Any assistance would be appreciated. Thank you, Lizzie Price.

We had a booking at Apartment Lille Center from August 30th to September 1st, but we only stayed one night. The apartment did not match what was advertised on your website. The kitchen hobs were rusted, the bathroom was dirty, the couch was stained, and the towels were poor quality. The so-called breakfast included was disappointing with just a small amount of bread, prepackaged pastries, and some orange juice. The location was far from town and felt unsafe. This property should not be advertised as suitable for three people. Please remove it from your site and provide us with a full refund. We have photos to support our claims if needed.