Booking.com Customer Service Issues

Dear Sir/Madam, I wanted to bring to your attention that a payment of 50 euros was not processed in time by booking.com. Consequently, I ended up paying 50 euros in cash to Hotel California the next morning. This has led to me inadvertently paying 50 euros twice. I am unsure whether the initial payment to booking.com remains in their account or if it has been transferred to Hotel California. Is it possible to reverse this transaction and have the amount returned to my account? Reference Number: [redacted][redacted] Thank you for your anticipated assistance. G. V. Laatum [redacted] -------------------------------- Following my previous message from 26/7 during my stay: Dear Sir/Madam, Earlier today, I made a reservation for Hotel California located at Via Quarto Negroni, 46, [redacted] Ariccia. The booking was for one night (arrival on 26/7 - departure on 27/7) for one person. I made a payment of 50 euros via Ideal. Although the amount was deducted from my account, I did not receive a confirmation from booking.com, and upon my arrival, the hotel was unaware of my reservation. Reference Number: [redacted][redacted] Could you please verify if the payment was directed to the correct hotel? Thank you in advance, G. Van Laatum [redacted]

I recently checked in at Super 8 Somerset in PA using confirmation number [redacted]80. Unfortunately, the hotel does not match its online description at all. I was shocked to find hair on the sheets, an untucked bottom sheet, mold, dust, and mildew on the uncovered A/C unit. Additionally, there was no microwave, refrigerator, or raised toilet seat as advertised. This is not the experience I expected for our 4-night stay. To add to the disappointment, our room has a view of a garbage dump. The receptionist mentioned we are only staying for one night, which was different from our booking. I feel extremely let down and deceived by the misleading advertising. Can you please explain why this is the case? I hope to receive a prompt response regarding this matter. Thank you.

Subject: Urgent Assistance Needed for Booking Issue Good Afternoon, I am reaching out to address the issues I am facing with the booking mentioned above, which has caused me significant distress and inconvenience impacting my ability to function properly. On July 20, [redacted], I mistakenly booked accommodation with Direct Kawana for my dream holiday in Australia in November [redacted] through Booking.com. Within 20 minutes of booking, upon realizing my error, I promptly cancelled the reservation. To my surprise, the following day, the amount was deducted from my account without warning. My attempts to resolve this with the property have been met with unhelpful and unsympathetic responses. Despite admitting fault, demonstrating the quick cancellation, and lack of financial loss on their part, they have been uncooperative, slow to respond, and lacking in professionalism. The property's 50% refund offer seems unjust considering the circumstances and lack of reviews for Direct Kawana raises concerns of potential fraudulent activity. The current cancellation policies are unreasonable, and more flexible terms, such as free cancellations within the first 3 days of booking or a 24-hour grace period for bookings close to the reservation date, should be standard practice to protect consumers. I seek your assistance in recovering the funds wrongfully charged to my account. Thank you, Marta

I have a booking under the name of Sandeep Behl at Lemon Tree Siliguri. Upon booking, I received two email confirmations with different confirmation numbers, one at 3:48 pm and the other at 3:52 pm. When trying to contact the provided phone number [redacted]5, it was not in service. After reaching out to Lemon Tree, they assured me that only one room was booked and that I wouldn't be charged for the second room. However, upon arrival at the front desk, they informed me that two rooms were reserved. Lemon Tree's office reiterated the same incorrect phone number, [redacted]. I kindly request for the extra room to be cancelled as it was not intended nor required due to this error. Please confirm the cancellation or reach out to me on my cellphone at [redacted]. Thank you in advance.

I made a reservation at Extended Stay with the intention of staying there, but it is the second hotel tonight due to the first one changing my dates without permission. Arriving at 1:30 am after taking a Lyft from the first hotel where my dates were altered, I found out that the second hotel is sold out despite receiving a confirmation and booking pin from the first one. Now I am stranded with double charges for both hotels and additional expenses for the ride. The hotel representative informed me that I am the fourth person tonight that your site has affected. This unprofessionalism is unacceptable. I want a refund for the charges associated with my email and all future reservations canceled without fees due to this chaotic service. This situation would not happen with Hotels.com, where I have had better experiences. I request all current and future reservations associated with my email be canceled at no cost, and a refund for the two hotels that were wrongly booked without availability on the requested dates. Thank you, Shayla K.

Hello, I regret to inform you that our Ryanair booking scheduled for Friday, July 27 from Germany to London was unexpectedly canceled. Unfortunately, this disruption impacted our planned stay in London, and contacting the hotels directly regarding cancellations incurred additional fees. I have already attempted to reach out to Ryanair via message with this concern. I'm seeking clarification on potential refunds for the inconvenience caused and would appreciate confirmation of any losses incurred to assess future insurance claims accordingly. I have provided the confirmation numbers for these bookings: [redacted], PIN [redacted], and [redacted], PIN [redacted].

Upon our arrival in Los Angeles on Saturday (28/08/18) night, my family and I were shocked to discover that our reservation at Rodeway Inn Los Angeles Convention Centre had been canceled without my knowledge. This was a booking I had made nearly 4 months ago. Despite arriving around 9 pm, the hotel informed us that our reservation was canceled at 4 pm the same day. We had bookings in both Yonkers and Los Angeles for 5 and 7 nights consecutively. It was incredibly distressing to be stranded in a new city late at night with no accommodation due to a canceled reservation that I had not authorized. The hotel claimed they tried to charge the card, but the only issue was that the card on file had expired, which was not communicated clearly. Eventually, after insisting on speaking to the manager, some reservations were canceled, and we were finally provided with a room. The entire situation could have been avoided with better communication and understanding from the hotel staff. It was a frustrating experience that should have been handled more thoughtfully. Regards, Glenford J.

I have a credit card charge of £57.00 for a room booking, but I am unsure about the hotel information. The MCC/description indicates the charge as £57.00 -[redacted] Hotel on Booking.com Approved [redacted], dated 14.2.18 under the company JCW Energy Services Ltd. The credit card is in the name of Mick Stevenson, ending in XXXX XXXX XXXX [redacted]. I do not have a receipt or invoice for a hotel booking of this amount on that date, and I have no record of someone staying at an unknown location. I need more details on this charge to reconcile it in our system.

I encountered issues with the website when filtering for pet-friendly accommodations and ended up booking a non-pet-friendly rental at Twin Hills Cottages of Acadia. Unfortunately, upon arrival, a staff member was initially rude about the pet situation but later apologized for the misunderstanding. We stayed for only one night and were promised a full refund for that night, which I hope will be processed accordingly. Furthermore, our experience with Budget Inn in Syracuse was disappointing as it was situated in a questionable neighborhood, leading us to cancel our reservation online. Despite the cancellation, we were still charged, and the amount was deducted from our account. We are seeking a refund for this charge. The discrepancy between the online pictures and the actual property was also encountered with Moonlight on the Water, causing confusion and delay in finding the location. A full refund was obtained from Moonlight on the Water. However, I faced another issue when attempting to cancel Moonlight on the Water, which mistakenly canceled my reservation at Grand Beach Inn. Accommodations booked through Booking.com in Europe were satisfactory, but unfortunately, our experiences in the US have been challenging.

Dear Sir/Madam, I am writing to request a refund for my cancelled stay at the Silver Tassies Hotel in Letterkenny. Unfortunately, my car broke down on the way there, leading to the cancellation. Noreen advised me to contact you on June 15th, but I forgot amidst the chaos. Only when checking my online banking did I realize I had not completed the refund process. I called the hotel today and learned about the commission deduction, but I still seek a refund of the remaining amount, which was €[redacted]. My booking number is [redacted]. Thank you for your assistance, Martina F.

Hi, Upon arriving at the hotel, we encountered several issues. We had to seek assistance from another guest to contact the front desk for check-in as there was no staff present. Upon entering the room, we found dirty sheets, insufficient beds made up, food remnants in the fridge, and on the floor. The bath was also unclean. When requesting the additional bed to be made, the staff member simply unfolded it and claimed it was done, yet could not provide pillows and a duvet. Upon closer inspection, we noticed dirty marks on the sheets and bits of grass on the sofa bed, which appeared slept in. Given the condition of the room and the lack of cleanliness, despite the high cost of $[redacted] per night, we decided to leave and booked accommodation elsewhere. Nicci

I was initially shown two apartment hotels in Washington, DC, near my destination. The first one, Global Luxury Suites, had poor reviews upon my research. Opting for the second option, Blue Bird, as it had no negative feedback, I made a booking. However, when I needed to modify my reservation, I contacted Blue Bird only to have someone identify themselves as Global Luxury Suites, leaving me concerned. Attempting to change the booking has been met with difficulty, and I've been pressured into paying the full amount with no assurance of a successful reservation adjustment. I am contemplating canceling the reservation altogether in light of these issues. Regardless of the outcome, I plan to review this experience extensively to inform others. It appears that Blue Bird may have been established to overshadow the negative reputation of Global Luxury Suites. If the reservation is eventually altered, I am inclined to proceed to gather more insights into this situation. It seems prudent for your team to be more vigilant regarding interconnected entities within the system to avoid such confusion in the future.

There seems to have been a mistake with my booking. I have just checked in at the hotel, but my reservation was mistakenly made for September first instead of today. I required a room for my cousin's wedding and the hotel had availability, but I was charged $[redacted] for a room on the main level instead of the $[redacted] room on a higher floor that I had booked. The booking for September 1st is noted as non-refundable, which would have been acceptable if it was for the correct date. This situation needs to be addressed as soon as possible. I have already overpaid for tonight's stay in addition to the amount paid for the non-usable booking. I would appreciate guidance on how to resolve this issue. Thank you.

Hello, my name is Nicole Bellon. I reserved a room at Comfort Suites in Sulphur, Louisiana through your service for $[redacted].48. When I arrived at the hotel, my card was declined, but I intended to pay in cash. Before leaving to resolve the issue with my card, I mentioned to the front desk staff about my discomfort and the possibility of not returning, to which he agreed not to charge my card. However, I found out my card was charged while I'm currently at the hospital due to labor pains. I would appreciate it if you could address this situation promptly. Kindly get in touch with me at [redacted]. Thank you, Nicole Bellon

I made a reservation for 2 nights at the Hampton by Hilton Hotel North Terminal Gatwick on July 11th and 12th based on the promise of receiving £45 cash back, as stated before June 30th. However, I did not see the deduction on my room rate as expected. When speaking with Hilton Group, they directed me to contact you directly regarding this issue. Additionally, I was unaware that I would not earn Hilton Honors points by booking through your service. Surprisingly, booking through you ended up costing me more than using my Honors account. I am quite disappointed with this experience and am seeking reimbursement for the £45 cash back as initially offered. I paid a total of £[redacted] for my booking, which exceeded £[redacted]. Please address this matter promptly. Thank you.

Hi, I'm Nicole Bellon. I made a reservation at Comfort Suites in Sulphur, Louisiana, through your platform for $*** and $*.**. When my card was declined at check-in, I intended to pay in cash but had to leave due to labor pains. Although I informed the front desk staff about my situation and uncertainty of returning, they assured me my card wouldn't be charged. However, I was surprised to find out later that my card was indeed charged while I was at the hospital. I kindly request assistance in resolving this issue. Thank you, Nicole Bellon.

I made a reservation at Hotel CAMPUS SUR in Santiago de Compostela for tonight's accommodation. We received an email confirmation on August 4th in which they asked for our arrival time. However, upon our arrival after a long plane ride, we found the place closed. It was 35 degrees outside, and my wife was left feeling completely helpless. She had to quickly find alternative accommodation for tonight. Our booking reference is [redacted] with PIN [redacted]. There was a note mentioning that a key had been left in a coded box, but my wife found box number 1 completely empty with no assistance available. This has been an extremely disappointing experience, and we wish to ensure that we are not charged for tonight's inaccessible accommodation. Additionally, we would like to cancel our future booking with Campus Sur for August 15th, as we cannot continue to support such a poorly managed hotel. Please confirm that we will not be charged for tonight's failed booking and that our reservation for August 15th has been successfully canceled. Thank you for addressing this matter promptly. Sincerely, William S.

The size of both rooms did not match the photos, with the family room feeling cramped due to the extra bed squeezed in. The flat screen TVs were disappointingly small, more akin to laptop screens. Practical issues like the kettle not fitting under the small sink made it inconvenient to use. The toilet had continuous water flow and an annoying self-flushing feature with a high-pitched squeak. The noisy environment with doors slamming at night resulted in poor sleep quality. The bed sheets were on inside out and appeared unwashed upon closer inspection. The en suites were very small, with the one in the family room being even tinier. Additionally, the rooms lacked adequate cooling as no fans were provided, making it uncomfortable, especially in the warm family room. Despite past positive experiences with bookings.com, this stay was disappointing due to misrepresented accommodations. Requesting a full or partial refund is essential.

I made a reservation through booking.com for the Sea Banks Motor Inn on 7/5/18. Upon check-in at 2:00, we dropped off our clothes, headed to the beach, and returned an hour later to find a drug bust happening in two of the rooms with the SWAT team present. We attempted to voice our safety concerns and request a refund from the manager but couldn't locate them. Eventually, someone unlocked the office but mentioned the manager was busy. Feeling uneasy, we gathered our things and left after encountering a maintenance issue with the door lock. Despite our efforts to reach the owner or manager, we were unsuccessful and left the key cards at the front desk. The place seemed more like a residence than a vacation spot due to the residents we encountered. Regrettably, the motel won't refund our payment because we technically checked in. Our brief stay was unsettling given the circumstances we encountered.

Hello, my name is Lisamarie Benjamin. Recently, I made hotel reservations for our family vacation in Italy through booking.com for August 7th - August 23rd, involving 4 bookings. While I chose the "reserve now pay later" option for 3 bookings, my bank account shows that all hotels, except one, have charged the full amount already. This differs from the booking.com policy where hotels were supposed to secure just one night. I am seeking clarification for the unexpected charges from Sina Brufani and another hotel in Venice, which led to my card being frozen due to exceeding the daily limit. Despite resolving the issue with my bank, I am now fully paid up using a card I intended for reservations only, planning to pay in cash. I am disappointed by this discrepancy and may consider alternative travel sites or agents in the future. Please reach out via email at [redacted] to discuss this matter further. Thank you, Lisamarie Benjamin