Booking.com Customer Service Issues

Hello, my name is Lorraine McAlister. I frequently book accommodations due to my job in sales that keeps me on the road most weeks of the year. I am facing a serious issue and urgently need your assistance. I made reservations with you for two bedrooms in August. The first reservation number is [redacted] for two people from Tuesday, September 17th, to Thursday, September 19th. The second reservation number is [redacted] for two people from September 15th to 19th at Gallen Inn, Ferbane. Upon checking, I discovered that the location is actually over 2 hours away from the Ploughing Championships, not the 19 minutes your Booking.com site indicated. I need to cancel and request a refund or help finding alternative accommodations closer to the Ploughing Championships located at Ballintrane, Fennagh, Co Cavan. If you could refund or retain my credit, it would allow me to secure new accommodations promptly. I urge you to assist me as my team and I have demanding 14-hour workdays at the Ploughing and must be close by. If possible, please contact me at [redacted][redacted]. Thank you, Lorraine McAlister.

I need urgent assistance with a booking issue. Upon arrival, the hotel was nothing like the pictures and reviews. The hotel owner was disrespectful, always yelling, and insisted on payment even though Booking.com was supposed to handle it. When we refused to pay again, he yelled and kicked us out. After negotiating, a third party got involved, claiming Booking.com would cancel the reservation for 5 nights. They asked us to wait for the cancellation email and pay for the two nights we already stayed. However, I later discovered that the full amount for 5 nights was still charged to my Visa. I am seeking help to resolve this matter and get a refund for the 3 nights we didn't stay.

Regarding Booking.com Confirmation #: [redacted], we prepaid $[redacted] CDN for the apartment in Monaco. Sadly, the apartment fell short of expectations. It had a portable air conditioner placed too closely to the bed, creating discomfort with excessive noise. The unconventional way the exhaust hose was installed, using the balcony door, compromised security and allowed hot air inside. Additionally, access to the balcony was challenging due to a small ladder and narrow entrance. A broken chair was present, as well as limited kitchen facilities inconsistent with the advertised kitchenette. These issues caused undue stress, disrupting our vacation. I have evidence including photos and a recording of the noise. Kindly provide your email for me to share these materials and reach out to me at [redacted]. Thank you, D. Christie.

I arrived at Cressbrook House on Friday at 2 pm to study. Despite mentioning the need for peace, the noise level increased when the husband returned around 5 to 6 pm. While the activities were not negative, they grew louder, keeping me awake until 4:30 am as they sang, laughed, and made noise. I lightly tapped on the door to remind them of my presence, but the noise persisted, possibly due to their drinking. Unable to study or rest, I checked out at 7 am on Saturday. I informed the owners but received no response. I had to incur additional costs for alternative accommodation due to the inhospitable environment, which seems unjust given the disturbance originated from the owners.

This is my first experience using booking.com, and I've already had to call their customer service three times without resolving my issue. The hotel claims they haven't received payment for my reservation despite a charge on my credit card. Unfortunately, the hotel lacks 24-hour reservation assistance and cannot be contacted during my discussions with Booking.com. I am worried about arriving in the country only to find myself without a hotel room.

My family and I made a reservation at The Melrose hotel in Blackpool. Upon arrival, we were concerned by the exterior but decided to give it a chance. Inside, we were greeted by a young man and woman. As we headed to our room, we noticed debris on the stairs and unclean bedding. The pillowcases didn't match, and the bedsheets were dirty. The room had several issues like a broken bathroom door, a filthy bathroom, and old, crushed towels. We also found a shelf hanging off the wall and dust everywhere. Despite pointing out these issues to the manager, we left without staying. The manager promised a refund through Booking.com, but I'm still waiting for the £[redacted] refund to be processed to my PayPal account. Looking forward to a prompt response. - Elaine G. from Hawick, the Scottish Borders.

I made bookings today for two hostels. One of them is called Home London. The pictures on their website do not match the actual condition of the place; it is dirty and in poor shape. Due to this, I booked a second hostel called Bethnal Green Rooms. Unfortunately, the staff did not arrive to check us in, despite me trying to contact them multiple times. The person I spoke to seemed unaware of my booking and hung up on me during our conversations. I received unclear instructions on how to access the rooms, but by then, I had left due to the lack of proper communication and no one being present. Although both stays are non-refundable, I am left without accommodation and have been charged for subpar rooms. I need guidance on how to report these untrustworthy hotels and request a refund.

In November [redacted], I made hotel reservations for the Cambria Hotel in Pittsburgh to stay the night of 9/14/19, as it was close to PPG Arena for a concert. Despite confirmation emails, upon arrival, I was informed the reservation was never received, and the hotel was full. Similar issues occurred with other guests who booked through booking.com. After struggling to find alternate accommodation, I was forced to pay over $[redacted] for a room double the distance from the venue. I was assured reimbursement by booking.com, but the extra expenses and inconvenience were frustrating. I believe I should be fully compensated for the Hyatt room charges and not held responsible for the Cambria's costs, as this mistake caused significant disruption to my plans.

I appreciate the credit. During our planned stay at Stephany Apartment in Athens from September 11 to September 13, there was a no-show from the host. Despite multiple attempts to reach them (calls, texts, even physically trying to contact them), we ended up incurring unforeseen costs and being stranded. After seeking help, we spent 35 euros on a taxi to the apartment, 25 euros to reach the nearest hotel, and [redacted] euros on a last-minute accommodation for 2 nights. This experience has been very upsetting as we were left in an unknown location without assistance. As loyal clients of booking.com, we are disheartened by the handling of this situation. We are kindly requesting reimbursement for the taxi fares (60 euros) and the additional hotel expenses ([redacted] euros). We are eager for your prompt response, as this is our 3rd contact attempt. Thank you. - R. Doelger

Subject: Issue with Online Travel Agent I am writing to report a troubling experience encountered on 12th September at a property booked through an online travel agent. Upon arrival, I was unable to check-in as instructed and faced difficulties accessing the property. The staff member was unhelpful and the building appeared unsafe, leading me to opt for a different accommodation. Despite not staying at the original property, I was still charged. I had to pay extra for transportation and a new hotel booking. I am seeking a refund of 68 euros, reimbursement for the additional costs incurred, and an apology for the poor treatment received. I request the removal of this property from the online travel agent's listings. I trust a swift resolution to this matter. Please respond via email for my records. Thank you, F.B. Booking Reference: [redacted]

I am extremely disappointed with the poor treatment my wife and I received at Timbers Motel in Ashland. When we arrived early for check-in, the staff member behind the desk displayed rude behavior towards us. My wife even tripped at the door and instead of showing concern, he acted disgusted. This made us feel unwelcome and undervalued as guests. As a result, I requested to cancel our booking due to their unprofessionalism. Surprisingly, the staff member willingly canceled our reservation without hesitation, confirming our decision to leave. This negative experience with Timbers Motel was disheartening, especially since it was my first time using Booking.com. Despite this, we found a pleasant alternative at Pear Tree Inn for a better rate on September 15th-16th, [redacted]. Our new confirmation reference number is [redacted].rowData Wesleyjohn

Dear Sir or Madam, I made a reservation for a Kiev apartment for a two-week stay through your website. Upon arrival, the property owner stopped responding to my messages and calls. Another guest, Mr. Jianchu, also had a booking for the same property and faced the same issue. Despite someone being in the apartment, they refused to communicate with us. Although my credit card was not charged, canceling the reservation would result in a full charge. Both Mr. Jianchu and I had to find alternative last-minute accommodations. Mr. Jianchu mentioned that his credit card was charged for the rental. As Mr. Jianchu's proficiency in English is limited, I offered to help in resolving this matter. I have included our contact details for your convenience. My Information: Name: Micah J. Confirmation Number: [redacted] Pin Number: [redacted] Email: [redacted] Phone: +[redacted] [redacted] [redacted] [redacted] Mr. Qian Jianchu's Information: Name: Qian Jianchu Confirmation Number: [redacted] Pin Number: [redacted] Email: [redacted] Phone: [redacted]-2-[redacted] [redacted] 15 Any support you can provide would be greatly appreciated. Thank you. Sincerely, Micah J.

Hello, I am greatly disappointed with the ongoing issue that still remains unresolved. In July, I had reserved a hotel room in Glasgow for the weekend through booking.com. Upon arrival, I was informed that a room was not available due to a third-party booking through booking.basic, which had taken £[redacted] from my account without sending the booking to the hotel. Repeated attempts to seek a refund have been futile, and I am at my wit's end. I have contacted your team numerous times without a resolution. I have even considered involving the fraud team at Tayside and Angus police due to the lack of progress. I am prepared to escalate this matter further if necessary to ensure a refund. I require the refund to be processed promptly and expect a quick response with a resolution. The funds must be in my account by the end of the week without further delays. I am tired of reiterating the situation repeatedly. For additional details, please refer to my previous correspondence as I will not reiterate the details again. Thank you, AB.

Dear Booking Customer Service, I, A.P. ([redacted]), have cancelled my reservation at the Gig Hotel in Patong Beach, Pukhet, Thailand, for the period 12 - 16 October through Booking.com. I have observed that a withdrawal was authorised from my bank account on 11th September and processed on 13th September. I am seeking reimbursement in accordance with Booking.com's policies since a free cancellation option was available when I made the reservation. Despite cancelling, I have not received any communication from the hotel. I can supply additional details via email, such as the automatic email confirmation of free cancellation and a relevant screenshot displaying the payment authorisation. Best regards, A.P.

I booked a flat on Sheraton Road in Hurghada through your website. Upon arrival at the address provided in the confirmation email, the individual there indicated they do not handle bookings, marking the second instance of encountering this issue. I attempted to contact the host using the phone number provided, making at least 10 unsuccessful calls. My reservation number is [redacted]. My family and I are currently left without accommodation, facing a non-refundable reservation for which the payment has already been deducted from my credit card. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you.

My name is Mark Jones, and my wife and I became Booking.com members in January [redacted] to find an apartment in Varenna, Italy for our son's upcoming wedding in September. We made a reservation for Apartment Varenna Dream using my credit card. We received timely confirmation and a thank you message from Varenna Dream. Additionally, we booked Casa Bella at a later time to secure accommodations in case our other son could join us. Despite not receiving a confirmation for Casa Bella, we tried to cancel it through numerous emails. Ultimately, we mistakenly thought the booking didn't go through and later reserved Green House Olivedo under my wife's credit card. We canceled Varenna Dream and received confirmation for Green House Olivedo. However, we were surprised to discover an unauthorized charge from Casa Bella in our bank statement. After several attempts to contact Booking.com with no success, they eventually identified the charge from Casa Bella. The lack of communication from Casa Bella until the unauthorized charge was disappointing. We hope Booking.com can address this issue and provide appropriate compensation for the inconvenience. Thank you, Mark Jones.

I had booked two rooms at Holiday Inn 6th Avenue New York hotel from August 3rd to August 8th through Booking.com under David Hayes with confirmation number [redacted] for the Hayes/Toner family. Upon arrival, we were mistakenly only given one room for 5 people despite having proof of our booking for two rooms. The reception assured us that we wouldn't be charged for the first night and advised us to speak with the manager in the morning. The next day, we were informed that both rooms were booked and apologies were given. The bill was initially quoted at $[redacted].07 for both rooms but we were charged $[redacted].49, a difference of $[redacted].58. The hotel made three charges on our credit card totaling $[redacted].49, leaving a $[redacted].64 deficit for our refund. Despite several emails to the hotel, we have not received any acknowledgment. This mix-up was frustrating after a long journey. Any help in resolving this matter would be greatly appreciated.

I made a reservation through you for a one-night stay at what was supposed to be a "very nice and natural hotel in San Blas islands." However, upon arrival, I discovered it was a shabby, run-down hut in a crowded area of a small island. The huts were close together, located far from the beach, surrounded by local huts with noisy children, animals, and loud music until 11 pm. The staff was unfriendly, the food was poor, and the surroundings were dirty. I paid $[redacted] for the stay and an additional $90 for transportation because I couldn't arrive between 8 and 9 am at the port. I feel so dissatisfied that I believe I deserve a full refund for this terrible experience. I have evidence to support my claims and I am open to providing more details if needed.

Hello, I'm Giulia Piras. I had a booking in Marrakesh for the dates 16/09 to 21/09 under the name of Silvia Falchi. Our reservation was at Ryad Laârouss Family with booking number [redacted]. Unfortunately, I had an issue at the airport with my ID card and was sent back to London on Tuesday morning, spending the night at the airport. My friend went to the hotel, but they were unable to provide a single room. We requested a refund for the money spent on the room, and they advised us to contact you directly. I have documentation from the airport and would like a refund of 80 pounds, which is the amount I paid for the hotel. I look forward to hearing from you and resolving this matter. Kind regards, Giulia Piras

I made a reservation on August 23, [redacted], at the Quality Inn in Cromwell, CT; however, I realized I booked the wrong location. The front desk advised me to contact booking.com. After finding their phone number online, I called and explained the situation. The staff member placed me on hold to speak with the hotel. Upon returning, he informed me that the General Manager agreed not to charge us for the rooms. Despite this, I am disappointed that resolving this matter has taken up so much of my time. Booking.com has canceled my reservation, but I am puzzled why the hotel did not do so. I have reached out to the hotel again and I am currently awaiting a call back from the General Manager, who is currently off duty. I am eager to have this matter resolved promptly.