Booking.com Customer Service Issues

Hello, I recently made a reservation at StoneWall House. Here are the details: Booking reference: [redacted] PIN code: [redacted] Unfortunately, the individual who was supposed to assist me with funding for this trip has backed out, so I need to cancel the reservation. As per the policy, there will be a 70% charge of the total cost if I cancel. I was hoping to request a reduced cancellation fee since the booking is for November 6th, and there is a good chance the property could rebook the room. I understand the standard fee is 10%. I reached out to the property, and they responded: Accommodation’s response: "Since it is less than 60 days away, you would need to contact booking.com." I hope we can work together to find a more reasonable solution regarding the cancellation fee.

I wanted to share an experience I had with my automatically canceled booking [redacted]. The booking got canceled due to what seemed to be a lack of funds on my credit card, even though I was using it for all my travel expenses in Italy. Just before the cancellation, I received a suspicious "SPAM" warning requesting my bank information, which I chose not to respond to. Soon after, the booking was canceled, leaving me without accommodations for the upcoming days. I contacted the B&B myself to explain, and they still had the room available but with an additional charge of 30 euros on top of the original price. I can't help but feel there's something off about this situation: - My credit card was working fine, so there was no legitimate reason for the cancellation. - I couldn't risk replying to suspicious emails asking for bank details. - The sudden price increase felt like taking advantage of a high-demand period. I believe "La Selva" should be reconsidered on Booking.com for reliability. I hope to hear your thoughts on this matter. Best regards, Pl

I recently stayed at Ramada hotel at Cobham services on August 23, [redacted]. Upon arrival, I was informed that there were two rooms booked under my name, one for 66 through Bookings.com, which I had made, and another for 55 with a "sister company of Bookings.com," as per the manager. I paid for the 66 room as it was my original booking. However, I have discovered that an additional 55 charge was taken from my credit card by Bookings.com without my authorization. I did not provide my details to any other company and did not intend to make two bookings. As a frequent user of Bookings.com, I am concerned about this situation reoccurring. I attempted to reach out via phone without success. Despite sending multiple messages, I have not received a response. I am disappointed by this experience and hope to resolve this matter promptly.

I am looking to contact customer service as I feel mistreated by the hotel regarding my booking. We reserved a two-night stay without realizing the check-in deadline of 10 pm. Arriving at 10:30 pm from a long journey, the hotel refused check-in citing our tardiness. Despite pleading due to having no alternative accommodations, they were unwavering. We sought a nearby hotel for that first night. On the following day, we aimed to check-in early for our paid two-night stay but were informed our reservation was canceled due to the prior night's late arrival, which was upsetting as they did not communicate this. How could they cancel both nights over an issue with just the first night? The hotel looks nice, but the service is incredibly disappointing.

We are interested in creating custom dining room placemats using photos from booking.com and Google images. The placemats are intended for personal use and as Christmas gifts featuring pictures of the Las Vegas Luxor Hotel where we stay annually. The images found mention that they may be subject to copyright. Could you please send an email confirming that Google Images obtained through booking.com can be used to produce placemats without cost and without infringing on any rights of booking.com or the original photographers or posters of these images? As we are not legal experts, we kindly request a general statement ensuring that we will not face any legal consequences related to this specific request. We hope this message conveys our intention to seek permission respectfully for using the images on the placemats.

Hello, During our stay at Back Bay Beacon from August 12th to 16th, we were disappointed with the accommodations for several reasons. The apartment was in poor condition, not resembling the photos. The noisy air conditioning didn't reach the bedroom, the TV remote malfunctioned, and there were questionable electrical outlets. The carpets were old and dirty. We were informed that the apartment might have visitors due to a change in rental management after August. Despite contacting Boston Inns about a misplaced Kindle twice, we received no reply, with no on-site staff available. As a long-time booking.com customer, I've always had quality experiences until this stay. Although Back Bay Beacon is no longer an option, I wanted to share this feedback and my disappointment. Best regards, E.H.

I made a reservation for my anniversary at Exit 5 Motel in Saco, Maine, with confirmation number [redacted].[redacted].[redacted] and pin code [redacted]. When we arrived after a 4-hour drive, I was informed that my reservation was not on the list due to overbooking by Bookings.com. We ended up booking a hotel [redacted] feet away, which was pricier and farther from the beach – making the weekend less enjoyable, especially for my wife, who recently had double bypass surgery and couldn't walk long distances. I was also promised a discount on my next stay in exchange for personal information, which I suspect was shared with a third party. This experience has left us both unhappy, and my wife is recounting our trip negatively to anyone who asks.

Hello, I'm based in Brisbane, Australia, and I frequently use Booking.com. My family and I are planning to travel to China and Singapore for 4 weeks in December. I noticed my Genius rating on Booking.com is only at level 1 despite having made about 15 bookings through the website. I suspect this might be due to using multiple email addresses for bookings. Some of the email addresses I've used in the past are: [redacted], [redacted], and [redacted] I kindly request a review of my Genius rating to ensure all my bookings are considered. I hope to finalize our accommodation bookings soon, so I would appreciate a prompt response. Thank you! Michael J.

Hello, I am based in Brisbane, Australia, and frequently use Booking.com. My family and I will be traveling to China and Singapore for four weeks in December. I was surprised to find that my Genius rating on Booking.com is only at level 1 despite having made at least 15 bookings recently. I suspect that using different email addresses might have caused the issue. Can you please review my Genius rating and include bookings made with the following email addresses: [redacted], [redacted], and [redacted]? I expected to have a higher rating, considering my booking history. I would appreciate a prompt response as I need to finalize our accommodations soon. Thank you, Michael J.

I made a reservation on Booking.com for Pillow Talk Hostel in Singapore from August 7th to August 27th and paid the full amount. Unfortunately, the hostel manager was extremely rude and unfriendly, especially when we raised some concerns. Despite canceling our booking, they refused to refund our security deposit and seven days' worth of accommodation fees. The manager's behavior was unacceptable, and my friend, M.S., who is a lawyer in Delhi, and I, V.K.P., were both disappointed with the treatment we received. We expect a refund within seven working days; otherwise, we will pursue legal action. Your assistance in this matter is appreciated. Thank you.

I reserved a room at the Yotel hotel in Singapore from 4th March to 9th March [redacted] and provided my Mastercard information. Unfortunately, Booking.com informed me that the booking was declined. I reached out to Mastercard, and they have no record of a declined card and confirmed it is active. Yotel advised me to contact Booking.com for assistance. I find it puzzling and inconvenient that the price has now gone up at Yotel. Thank you, Margot B. PS. It can be frustrating that the phone number provided is only for US or Canadian inquiries.

I have a confirmed booking for a 2-night stay at the Shabby Malibu beach house with a check-in on 30/8/[redacted] and check out on 1/9/[redacted]. The total payment of US $[redacted].93 was deducted on 27/8/[redacted]. Upon confirmation, I received the host's contact details. However, on the day of check-in, the host claimed no knowledge of my booking and had no available rooms. Attempts to contact booking.com went unanswered despite waiting on hold for 30 minutes per call. Consequently, I had to book a last-minute, expensive hotel for the night of 30/8 costing US $[redacted].50. Unable to find an accommodation for 1/9, I had to return to Los Angeles that night, missing a planned wedding in Malibu. I am requesting the following compensation: a full refund of US $[redacted].93 to my credit card, reimbursement of the US $[redacted].50 for the last-minute hotel, and additional monetary compensation for the inconvenience caused.

I stayed in Milan at the property with the Confirmation number [redacted].[redacted].[redacted] and PIN code [redacted]. The one-bedroom apartment was supposed to be for two people. Unfortunately, one of the guests had severe allergies and had to move to a hotel. The owner assured a refund, but nothing has been processed yet. The owner directed me to Booking.com for the refund, but no action has been taken. Despite noticing other guests in the apartment, I am not willing to pay for a place not used. I have always been satisfied with Booking.com and hope this issue is settled swiftly. The apartment details are: Description: - One-bedroom apartment with a kitchenette, air conditioning, and private entrance. - Guests: Norma Evangelista, 2 guests, non-smoking preference. Price: - Apartment: €[redacted].52 - Cleaning Fee: €20 - Total: €[redacted].52, excluding city tax of €3 per person per night. I am planning another trip to Europe in September and trust that this matter will be resolved before then.

I own a rental property managed by your company. There was a calendar error for September causing a double booking. I've tried contacting the guest multiple times from 08/30 to 09/01 without a response. My emails to customer service two weeks ago remain unanswered. When I called a number on my rental page, a Portuguese recording played. Today, I tried calling a London number for Booking.com but was unable to proceed without a 4-digit booking code. The guest is set to arrive on 09/16, and I'm worried their vacation will be impacted. Any assistance would be greatly appreciated.

Upon arrival at the booked apartment, we discovered it was unsafe for a child due to the lack of railings on the stairs, making it easy for a child to fall. This information should have been highlighted during the booking process. Additionally, we consciously avoid booking places with wall-to-wall carpeting when traveling as a family because my wife has asthma, and it is unsafe for her to sleep in such an environment. The alternative room offered to us still had wall-to-wall carpeting, which exacerbated our concerns as both rooms were dusty, with one being notably worse than the other. This situation has caused us significant stress, especially when traveling with a baby. We are requesting a refund for the room due to these safety and cleanliness issues.

I made a twin bed room booking at Hotel Son Caliu Spa Oasis in January for my mother, who was originally traveling alone but her friend decided to join her. A week before her stay, my mother informed the hotel directly that there would be two people occupying the room. The hotel assured her it wouldn't be an issue. However, upon arrival last night, the receptionist claimed they were unaware of the additional guest and demanded double the original room price. I have filed a complaint with the hotel regarding their poor service and handling of the situation, but they refuse to refund the extra charge. This has left my elderly mother feeling extremely distressed.

I have received approval from the property to cancel, however, Booking.com keeps sending me automated messages threatening to charge me the full amount. If this is not resolved by waiving the charges, I will have no choice but to maintain my reservation and refrain from using Booking.com in the future. The accommodation provider requested cancellation directly. They kindly removed the booking from their calendar and ask for Booking.com to also cancel to avoid the 15% charge. They apologize for any inconvenience and welcome another opportunity to serve in the future. Thank you, Kathleen

Hello everyone, I made a reservation at the Universal Hotel Florida Adults Only in Magaluf for September 30th to October 5th with Confirmation Number: [redacted]. Initially, I opted for the straight payment and settled the amount held by booking.com. However, I came across a more appealing option and decided to cancel my booking with them. I subsequently made a new reservation at Sunlight Bahia Principe Coral Playa for the same dates, September 30th to October 5th, with Confirmation Number: [redacted]. I kindly request to unfreeze the previously paid amount so I can use it to pay for the Sunlight Bahia Principe Coral Playa booking. I prefer to proceed with the payment directly rather than waiting for an automatic refund to ensure my new booking is promptly confirmed. Looking forward to your response. Best regards, A

I recently gave this company another chance and encountered some frustrations. I mistakenly booked a week stay at 2 hotels and needed to add an extra night to avoid overlap. Despite contacting B customer service promptly, I faced long wait times due to needing my confirmation number and pin. The process was further delayed by system errors not recognizing these details. The representative assured me that the hotel would respond within 24 hours, but when they didn't, I had to contact the hotel directly. After numerous attempts, I finally managed to adjust my booking, albeit with additional costs for the extra night. I requested an email confirmation for assurance. While the wait times and technical issues were bothersome, the representative's assistance in resolving the issue was appreciated. I hope the company addresses their system glitches for smoother customer service experiences in the future.

I recently stayed at Easy Beth's apartments from 28/08/[redacted] to 12/09/[redacted]. Unfortunately, my experience was far from satisfactory. The apartment was unclean, with a moldy shower that needed regrouting, a rotting facia on the toilet door, and old, dirty towels and bedding. The bed was uncomfortable and in need of a new mattress. The air conditioning was faulty and not well-maintained, with brown liquid coming from the overflow pipe instead of clear water. The furniture was worn out, indicating it should have been replaced. Additionally, I discovered I was paying €[redacted] more than guests staying in two-bedroom apartments. The Wi-Fi was unreliable, and the lighting in the common areas was insufficient, leaving us in the dark. As a frequent user of booking.com, I am disappointed with this experience and may not choose to book with your company again.