Booking.com Customer Service Issues

Disappointed with Hostess I was on my way to Asheville for my Aunt Marion's memorial and decided to stay at Cumberland Falls. While David and the women in the kitchen were pleasant, the hostess, Angela, was miserable and lacked compassion. I had my service dog, Emma, with me, who has been a great help due to my disabilities. Angela's unfriendly attitude towards Emma was a red flag for me. The next morning, Angela accused me of breaking a cup and insisted on charging me for damages, even trying to use my credit card without permission. This led to a series of rude and aggressive calls from her. Feeling exhausted and hurt, I left a message for Angela, but received no response. It was a disappointing and upsetting experience, especially before such an important event. I would not recommend staying at this B&B, particularly for disabled guests. Angela's behavior was unacceptable and marred what could have been a peaceful stay. Bogus

We had a two-night reservation at Thira Shimla. On arrival, we encountered mold in the room and a non-functional shower, making it hard to rest. The next morning, before checkout time, we expressed our concerns to the manager and requested to move to a different hotel for the second night. The manager promptly canceled our whole booking, mentioning Shimla's humidity and offering an alternative room with sunlight, which unfortunately also had mold issues. We left our belongings at the property, assuming similar conditions elsewhere. Although we viewed three other mold-free and lower-priced accommodations, upon returning after checkout, we were denied a refund as we didn't find suitable lodging elsewhere. The quick cancellation by the manager hindered our ability to leave a review on booking.com, and we feel others should be informed about the property's current state and management practices. Despite prepayment for two nights, we believe we should be able to share our experience truthfully. The property's high rating on booking.com doesn't align with the reality we encountered. We kindly request to change our booking status from canceled to confirmed to leave a review. Best regards, Nikhila

My recent stay at Naugatuck Lodge and Suites was extremely disappointing. The hotel is subpar, with broken furniture and tattered blankets. There is a pervasive bad smell throughout, and various areas such as the doors, carpets, bedding, curtains, bathroom, and furniture are in poor condition. I have photographic evidence of these issues and can provide them upon request. I paid approximately $[redacted] Canadian dollars for a two-night stay, a price comparable to higher-end hotels like Hilton and Marriott, yet the quality was severely lacking. My family, including my 6 and 3-year-old sons, were also unhappy with the accommodations. Unfortunately, the hotel manager refused any concessions or cancellations, insisting on charging us regardless. I am deeply disappointed in both the hotel and booking.com for misrepresenting the property. I kindly request assistance in relocating to a different accommodation or obtaining a refund for all or part of my payment. Please contact me for any further evidence required regarding the room condition. Thank you. - Ogen N., Confirmation Number: [redacted] at Niagara Lodge and Suite.

As a Genius client, I wanted to book a room in Florence and requested a late check-in due to a delayed flight from London. Hotel Masaccio initially agreed to a check-in between 19-20h, but later threatened to charge me an extra 25€ for arriving late. Despite my attempts to communicate with them through booking.com, they insisted on the additional fee. I believe it is unreasonable for the hotel to impose this charge when they were unwilling to accommodate a late arrival, which is common in a tourist destination like Florence. I am requesting a full refund of 36€ and wish to lodge a formal complaint. It is disappointing that they were uncooperative despite my genuine need for a late check-in. As a loyal client of booking.com, I trust that you will address this issue and prevent other guests from facing similar situations in the future.

Dear Sirs, I recently contacted booking.com regarding a duplicated hotel booking in Taipei, but unfortunately, I have not received a response yet. Originally, I had booked the Ecfa Hotel, but then decided to book the Taipei AH Imperial instead. While making the booking for Taipei AH, a pop-up message alerted me that I already had a booking for Ecfa. I selected to cancel the previous booking, but it did not go through. Following this, I received an email stating that I would be partially charged, yet I was actually billed in full. I kindly request your team to investigate this matter as it is unjust for me to be charged for a canceled booking. Thank you for your attention to this issue. Sincerely, Alicia

I have visited Digha numerous times, being the closest beach to Kolkata. Hotels there are usually available for around Rs [redacted] if booked on site; online prices significantly vary due to additional portal charges. Recently, I reserved two rooms and paid almost double the regular rate for amenities like a jacuzzi, hot tub, and spa mentioned in the listing. However, the hotel lacked basic amenities such as racks in rooms for unpacking. This misrepresentation disappoints me, coming from a reputed platform like Booking.com. Despite already sharing my card details during booking, I felt compelled to stay out of fear of extra charges. The hotel provided could have been booked offline for much less and lacked the promised services. I urge Booking.com to reconsider such misleading listings and preserve their reputation. I am concerned about the security of my card details shared via email and seek guidance on removing them from the website. Sincerely, AC Email: [redacted]

I booked through Booking.com while at an airport but lost my connection and did not receive my confirmation or PIN. Despite the payment being deducted from my account, I couldn't resolve the issue while overseas. Contacted customer service via 23 emails, but couldn't call UK, Greece, or Australia without the required numbers due to call volume. Now back in Australia, the refund for the booking hasn't been processed despite one agent mentioning a 12-day wait. Sent my payment receipt multiple times to various representatives to no avail. While I used the service again, the refund for this specific booking remains unresolved as I still lack the confirmation and PIN.

I had prepaid for a room at the Baymont Inn by Wyndham near Montreal airport on August 24th. Upon arrival, the night clerk claimed I had only reserved the room and insisted on full payment plus a security deposit. Despite showing him my prepaid confirmation email from Booking.com, he was dismissive and demanded immediate payment or threatened to evict me. Feeling disrespected and mistreated, I informed him I would not stay where I was treated so poorly, and I was essentially thrown out. I contacted Booking.com the next Monday about my experience and requested a refund. Booking.com informed me they spoke with the hotel, who falsely claimed they only requested the security deposit. This is inaccurate as the clerk demanded full payment as well. I urge others to be cautious when considering this hotel due to their poor treatment of guests. I am requesting a full refund for the prepaid room. Thank you. - Agnes S.

On August 31st, I made a reservation for 2 rooms at Days Inn in Niagara Falls for my family, but upon arrival, I received an email stating one room was canceled due to insufficient funds. I contacted the hotel to arrange payment on-site. However, when we arrived, they informed me that the second room was also canceled, advising me to contact Booking.com. After struggling to reach them, I had to find alternative accommodation in a thunderstorm, paying more due to the holiday. I called Booking.com on September 3rd, and although initially told I would get a refund, a manager named Marsh accused me of lying to get money and refused to assist, despite my desperate situation. I am seeking the refund promised to me.

Hi, I wanted to share my recent experience with a booking I made for a stay in Singapore. Unfortunately, my plans changed, leading me to cancel the reservation. After cancelling, I was notified of a fee (S$ 84.12) for the cancellation. However, my bank later alerted me to an additional charge from the hotel that exceeded the expected amount (S$ [redacted].43 vs. S$ [redacted] after conversion). I reached out to the hotel without response. I hope that booking.com can assist me in resolving this concerning issue promptly. Thank you, Francis

Subject: Refund Request for Booking No. [redacted] at Red Door Suites Belleville, ON Dear Red Door Suites, I'm reaching out regarding my recent booking under the name Lisa Denington with booking number [redacted] and PIN [redacted] for Friday, August 23 to Sunday, August 25, [redacted], with a total cost of $[redacted].19. Unfortunately, I couldn't stay for the reserved nights due to several concerning reasons. Upon arrival, I found the location to be different from my expectations. The area was poorly lit, making it difficult to locate the property entrance and gate. As a single mom with my scared 7-year-old daughter, we felt uncomfortable and unsafe in the unfamiliar surroundings. The lack of clear directions and absence of staff or a contact number added to our unease. The room seemed to be in a basement, not meeting my expectations. I had to seek alternative accommodation elsewhere, incurring additional costs of $[redacted] per night. As finances are tight for me, I kindly request a refund for the unused nights. I value your service and hope we can resolve this situation amicably to continue using your services in the future. I eagerly await your response and a resolution to this matter. Your assistance in processing a refund would be greatly appreciated. Thank you for your understanding. Best regards, Lisa Denington

At 3:37 p.m., I received a message notifying me that Jaime Martinez would pick me up at Edinburgh airport with reference number [redacted]9 at 14:50. The Emirates Plane EK023 was delayed by 30 minutes. Mr. Martinez called me at 15:40 while I was waiting for my luggage, mentioning he was outside and holding a sign with my name. Despite my prompt exit from the building to find him, I couldn't locate Mr. Martinez. When I called him, he informed me he had already left. I expressed my concern, especially as I had elderly companions with me, but he claimed he didn't need to inform me of his departure. He advised me to contact Booking.com for a new pick-up arrangement. I requested he inform Booking.com as the only contact I had was his number. Mr. Martinez claimed he contacted Booking.com and instructed me to wait for their call. Since Booking.com did not reach out, I reluctantly sought alternative transport. I am dismayed that Booking.com, a reputable company, did not reach out despite Mr. Martinez's assurances.

I made a reservation at Economy Inn in Hardeeville, SC due to an evacuation caused by Hurricane Dorian. Before booking, I inquired about their pet policy. After booking, I learned about a $10 per pet, per day fee which I cannot afford on my fixed income. I contacted Gary to cancel, and he directed me to your company. I assure you we are honest people and this cancellation is due to the hurricane threat, not for fun. I called to confirm since our internet is unreliable. We appreciate your assistance in this matter. Thank you, Mrs. Ginger Ramirez.

During my husband's recent 2-night stay at the Knight's Inn on Princess St in Kingston, Ontario (Aug. 30th & 31st), we experienced extreme dissatisfaction with the overall condition of the hotel. The amenities, cleanliness, and service were below standard, making it a disappointing stay for us. Despite paying $[redacted].00Cdn., the quality of the room did not match the price. After checking Booking.com, I found that the room was advertised differently than what we encountered. I left a negative review on your website, but I am unsure if it will be acknowledged. I am seeking a prompt response from a representative regarding a potential refund for this unpleasant experience. The hotel needs significant improvements before charging such rates. I have photographs of the subpar room we were given, and when I raised concerns, the manager's response was dismissive and unprofessional.

I would like to address an issue regarding a booking I made for a one-night stay at Novotel Ottawa. Originally, I booked for 25 August under my name. When I realized I needed to stay two nights, I contacted booking.com to update my reservation. The agent assured me the initial booking was cancelled with no charges. However, I later found out the two-night booking he made had a higher price, so I cancelled it. My husband then re-booked the two nights in his name. Now, I have received a visa bill of $[redacted] for the initial one-night reservation. I believe this is unfair as the agent assured me there would be no charges. I cancelled the second booking due to the higher rate the agent mistakenly booked. We ended up staying the two nights as planned under the name Terry Hui. I kindly request a refund of $[redacted] for this unexpected charge. Thank you.

I made a reservation at the Hampton Inn in Islandia, New York for August 22 - 26, [redacted]. The hotel's website indicated free parking, but upon arrival, I was informed there was a new $10 per night parking fee. Despite requesting to speak to the manager, I was told the fee was non-negotiable and the manager was unavailable. I feel misled and would like to be reimbursed for this unexpected charge, as it was not disclosed beforehand. I believe I could have chosen a different hotel without these additional costs and room issues. Hilton has not been helpful, claiming it's the hotel's decision. Before involving my credit card company, I am seeking input on what actions I can take. Thank you. - Mary W.

I am currently experiencing issues with booking hotels in England through Priceline, a partner of Booking.com. Despite contacting Priceline for assistance, they have been unable to determine why the booking is not processing correctly, stating that only Booking.com can provide further insight. Multiple attempts to reach Booking.com directly have been unsuccessful, as both phone calls and online assistance have redirected us to the help line without resolution. Any guidance on how to address this matter would be greatly appreciated. Thank you for your help.

Regarding my booking made on 3 September [redacted] at approximately 6:30pm, Philippine time, the details are as follows: • Westcord Fashion Hotel, Hendrikje Stoffelstrat 1, Amsterdam, [redacted] GC, Netherlands • 3 rooms for 3 nights, accommodating 6 adults • Check-in on Saturday 3 October [redacted], Check-out on Tuesday 6 October [redacted] I have noticed an error in my confirmation email where the dates are accurate (3-6 October) but the year is incorrect. My party and I are scheduled to travel this year, not next year. The mistake appears to have been made while selecting the year in the calendar menu; I had intended to pick [redacted], but it registered as [redacted]. We still plan to stay at the Westcord Fashion Hotel and kindly request to adjust the reservation to reflect the dates of 3-6 October [redacted] instead of [redacted]. I have contacted the hotel directly, and a representative named Shai has confirmed that the change is feasible with an additional charge of €25.00 per room to cover any rate discrepancies. Shai from Team Westcord Fashion Hotel Amsterdam advised me to contact booking.com before Friday, 6 September [redacted], local Dutch time to finalize the modification. I hope for your prompt assistance and approval of this adjustment. Thank you.

I need to update a booking I made at Westcord Fashion Hotel in Amsterdam. The dates in my confirmation email show the correct days but the wrong year. I intended to book for [redacted], not [redacted] as it appears. I have spoken to the hotel and they can adjust the reservation to the correct year with an additional fee per room. They advised me to reach out to booking.com by September 6, [redacted], to make the changes. My party is set on staying at the hotel this year, not next year. I appreciate your prompt assistance with this matter. Thank you.

I would like to address an error in my booking made on September 3, [redacted], at approximately 6:30 pm Philippine time for the Westcord Fashion Hotel in Amsterdam, Netherlands. The booking is for 3 rooms, 3 nights, accommodating 6 adults with a check-in date of October 3, [redacted], and check-out date of October 6, [redacted]. Upon reviewing the confirmation email, I noticed that the booking dates were correct, but unfortunately, the year was mistakenly set for [redacted] instead of [redacted]. The error occurred while selecting the dates, intending for [redacted] but inadvertently choosing [redacted]. Although my group intends to keep the reservation at the Westcord Fashion Hotel, I would like to request a modification to change the dates from October 3-6, [redacted], to October 3-6, [redacted]. After contacting the hotel directly, I received confirmation from Shai of Team Westcord Fashion Hotel Amsterdam that the date change is possible with an additional fee of €25.00 per room due to rate discrepancies. Shai advised me to reach out to booking.com before September 6, [redacted], Dutch time, to finalize the date adjustment. I appreciate your prompt consideration and assistance with this matter. Thank you for your understanding.