Booking.com Customer Service Issues

I would like to share my recent experience regarding a reservation cancellation with Best Western through Booking.com. I decided to cancel my stay scheduled for 9/20-9/22 on 9/15. Best Western advised me to contact Booking.com for a refund. However, Booking.com informed me they were unable to process the refund to the credit card ending in [redacted] that was charged. Best Western indicated they couldn't issue the credit since I didn't physically check in using that credit card. Despite numerous calls, I have not received a resolution. Despite my request to speak to a manager, Booking.com mentioned there was no manager available. My booking details are as follows: Booking number [redacted][redacted]29, Pin [redacted]. I am seeking a refund of $[redacted].72 from Booking.com. If this matter is not addressed promptly, I may not consider using Booking.com in the future or recommending it to others. I kindly request Booking.com to investigate this issue and process the refund accordingly. Thank you, Susan G.

I made a reservation at Venue Hotel Singapore on September 15, [redacted]. It was my first time booking and I felt uncertain. Shortly after the booking was confirmed, I called the hotel to inquire about an immediate check-in possibility. I was informed by the receptionist that I couldn't check in at that moment as the booking was still being processed. This confused me because I had already provided the booking number and according to booking.com, my booking was confirmed. The receptionist mentioned it would take an hour for the hotel to finish processing the reservation. Since I couldn't check in immediately, I decided to go to another hotel. I wasn't aware of the 'no-show' policy and couldn't cancel the booking either. I find it unreasonable that I couldn't cancel or check in following a confirmed booking. It seems unfair to be charged under these circumstances. I suspect there may have been mishandling on the hotel's part. Please reach out for more information.

Hello, I would like to inquire about my previous reservation. I have communicated with you and airport workers at Charles de Gaulle airport several times regarding the significant delay in my flight. This delay unfortunately caused transportation issues as there were no taxis or bus stations available upon arrival. During the last communication, an airport worker at CDG called you to report that the delay was not our fault but rather Air France's. As a result, you agreed that the hotel payment would be refunded, but there would be additional delay charges. Please contact me as soon as possible with any updates on this matter. Booking confirmation: [redacted] Thank you, Hassan A. Sent from my iPhone

The lakehouse we reserved turned out to be disappointing. Upon arrival, we found it to be in poor condition, with junk vans in the driveway and an unusable access code. Despite contacting the host about the dirty bathroom, moldy coffee pot, and dishwasher, the situation did not improve. The property did not match the listing displayed on Booking.com, with different pictures used to misrepresent the place. Due to these issues, we had to leave the same day and seek accommodation at the Sheraton Hotel in Fort Lauderdale with my aunt and friends. I am seeking your company's address and the owner's information. A refund of $[redacted] is requested for this unsatisfactory experience. Documentation, including photos, shows the actual state of the property, which was far from the advertised quality, featuring wall damage, missing tiles, torn screens, rusty bathrooms, and discrepancies like the absence of paddle boats and parking space occupied by vans.

I am concerned that £[redacted] was deducted from my account for a booking at Quayside Close Holiday Apartments in Poole on September 10th. Despite not staying there, I did not receive any notification from either the apartments or your website about this reservation. While browsing on your site, I found the apartments appealing at first, but then had doubts about their website's legitimacy compared to Booking.com. I discontinued the booking process and later confirmed no transaction had occurred. I rely on Booking.com to manage my bookings, which is why I was surprised by this charge. I never received any confirmation or communication regarding the Quayside Close booking, so this situation is perplexing. I diligently monitor my bookings on Booking.com and was reassured when no information was available on the Quayside Close reservation. Please address how this booking was made without my knowledge, why no communication was sent, and arrange for a refund. I had no intention of booking and only interacted with the apartments through your website. Thank you, S. C.

I made a reservation for the clc-kusadasi-golf-spa-resort on Booking.com for a Penthouse Apartment for five people. Unfortunately, upon arrival, we discovered there was no lift to reach the penthouse, causing difficulties for my family members with health issues. Despite requesting to change to a ground floor apartment, the hotel only offered a two-bedroom alternative, which did not meet our needs. Due to the situation, my sister and her children had to leave early, impacting our holiday experience. I asked for a partial refund given the circumstances, but the hotel cited its non-refundable policy. Subsequently, my nephew joined us to alleviate some of the challenges we were facing. Our stay was marred by the lack of information regarding the absence of a lift in the penthouse. The hotel receptionists were sympathetic to our plight. I am requesting a refund for the distressing experience we encountered and for my sister's shortened stay. Unfortunately, Booking.com did not disclose the lack of accessibility for individuals with disabilities or children in their information. Thank you, Mrs. Mahshid Mitchell.

I recently stayed at Apartment [redacted], Apartamentos Jupiter Minerva in Spain and encountered several issues during my holiday. These included a missing handle on the wardrobe door, broken tiles in the bathroom, inadequate hangers and glassware, dirty utensils, limited towels, missing maid service despite being charged for it, lack of instructions for appliances, damaged furniture, and maintenance issues with the air conditioning unit. Despite notifying the staff and escalating my concerns, the resolution was unsatisfactory, and the overall experience was disappointing. I believe this property should be reviewed and possibly removed from the Booking.com listings. I can provide photos to support my claims if needed. Thank you for addressing these issues promptly. - J.B.

My reservation number is [redacted], and I was charged $[redacted].53 for it. I contacted Hotel Santa Lucia in Venice, Italy, as the charge on my credit card shows Hotel Amsterdam in NL. Despite having a reservation with free cancellation, I was surprised to see the charge. Initially, I planned to keep the reservation, but when I tried to change it to a two-day stay, I couldn't. Consequently, I had to cancel the original booking and make a new one for just two days. Now, there's an unfamiliar charge on my credit card, and Hotel Santa Lucia denies any involvement. I'm unsure why this charge appeared and need guidance before contacting my credit card company to refute the payment.

I had reserved a weekend getaway in Brugge, but my plans were disrupted when my wife was hospitalized the day before our trip. The hotel, Martin's Relais in Brugge, has charged us for one night despite our circumstances. We wanted to reschedule our stay for a weekend in October instead but encountered difficulties. The hotel claims the communication delay was from booking.com. The added cost of the hotel stay on top of the lost flight expenses makes it hard for us to consider going in October. We are disappointed by the service received from both the hotel and booking.com. We are hopeful for a resolution to waive the original charge and allow us to rebook for October. We can provide proof of the hospital admission if needed. Thank you. Sincerely, Owen

This is my third attempt to contact anyone for assistance. I've been a loyal booking.com user for years and always appreciated the customer service, but I am disappointed with the recent situation. Unauthorized charges of [redacted] pounds were made by Quayside Close apartments in Poole for a stay on September 10th that I didn't book or attend. Despite looking at the apartments on your site, I was redirected to a suspicious website which made me hesitant to proceed. I was relieved the next day when I had not received any confirmation from either booking.com or the apartments. I trusted booking.com and did not believe I had a reservation. I believe the apartments illegally charged me, and I am seeking a refund. Thank you.

I made a reservation with my AMEX card on June 11 and received a confirmation email. Despite AMEX confirming my card is valid and travel-ready, I still got notifications of an invalid card yesterday. Following instructions, I updated the card details promptly within 24 hours of the notice. However, today, I was shocked to receive a cancellation notification for my booking. It's frustrating to have gone through all this hassle when planning an overseas trip and relying on these confirmation emails. My AMEX card and account are in good standing, so why the sudden cancellation after three months? On Sunday, November 10th, I made a reservation for Hotel Tourist in Sorrento, Italy. Confirmation # [redacted] Pin Code # [redacted]

Car Rental Reservation Reference Number: #[redacted]09 Main Driver Full Name: S. Gianvecchio Pick-up Location and Duration: Pick-up at Las Vegas McCarran International Airport on Thu, 10 Oct at 10:00, and drop-off at Phoenix Sky Harbor Airport on Mon, 14 Oct at 22:00. I have attempted to cancel my reservation due to the challenges in communicating with the car rental division. I am a regular user of booking.com for hotels, where I have never encountered any issues. However, the car rental division's service has been disappointing and reflects poorly on your company. Additionally, I was not informed about a $20 cancellation fee at the time of booking, which I find unfair. If these issues persist, I may have to reconsider using your car rental services in the future. While I greatly value booking.com for hotels, the car rental experience has been frustrating. I have made multiple cancellation requests, but have yet to receive confirmation. Despite trying to contact the car rental company directly, the long hold times and request for a pin have made the process incredibly challenging.

I made a booking on GuestPed using my phone, which advertised parking arrangements. However, upon arrival, I was directed to a public parking lot for 25 euros a night. After driving [redacted] miles, I was disappointed to be misled about the parking situation. When I confronted the staff about the misinformation, I was told an email had been sent to me, which was not true, and I did not receive any further updates on my phone. As a result, I ended up driving an additional 40 to 50 kilometers to stay at Los Arcos, a 5-star accommodation booked through Booking.com. Los Arcos was transparent about their amenities, unlike the previous place.

I recently spent four nights at the Dukeries Hotel in Blackpool and had a disappointing experience. The condition of the hotel was appalling - from a broken toilet seat to dirty socks behind the radiator, hanging curtains, lack of basic amenities, and poor cleanliness. The hotel did not meet the standards advertised on Booking.com. I have booked all my holidays through Booking.com for over five years and trusted the accuracy of the information provided on the site. It is essential for Booking.com to ensure the accuracy of the information they promote about hotels. Despite the management's claim that the hotel has been in disrepair for the last three months and is due for refurbishment, this should not have impacted our stay negatively. I expect a satisfactory resolution to this issue and may reconsider booking through Booking.com in the future based on how it is handled. - M. Foster.

Yesterday, I had two double room vacancies. I showed the guest all the available rooms, and he chose the best one upstairs. I offered him free wifi and parking on my driveway. I also informed him about the three bathrooms in the house for their convenience. Despite the mild weather in Toronto, I turned on the AC when he requested it, even though the room temperature was 24°C. I am willing to consider a partial refund if the guest had to check out early for an interview, but he seems to be looking for a full refund due to reasons of his own. I find his behavior frustrating and dishonest, and I hope the booking platform will provide a fair assessment of the situation. If I had known he would be like this, I wouldn't have accepted the booking. It's been a sleepless night replying to emails on booking.com. I have attached a picture of the temperature to show that his complaints might not be entirely truthful.

I am disappointed with how my cancellation was handled by Holiday Inn Express Liverpool Knowsley. I made a booking on September 19th (Confirmation [redacted] Pin [redacted]), but had to cancel the same day due to an appointment I couldn't change. I promptly submitted a cancellation request. I was informed that the property would try to refund, but as of September 22nd, the booking was still active. After contacting both the property and the booking service, I received conflicting information about the cancellation request. If the cancellation had been processed, it should have been reflected on the app. I am dissatisfied considering I make all my bookings through this service.

I stayed at the Greer Point Trails End Cabin for 3 nights from Sept 20-23 with my family. Shortly after arriving, my son slipped on the stairs due to the worn and slippery carpet. He fell but thankfully didn't sustain serious injuries. Concerned for our safety, we tried to contact the management to change cabins but couldn't due to poor reception. The following day, we decided to leave early due to safety concerns. Despite informing the staff, we were still charged for the last night. We were disappointed as this trip was important to us. I urge them to address the dangerous condition of the stairs to prevent accidents in the future. Kind regards, Kathy S.

I sent an email regarding the booking number [redacted]01 at Treebo Grand Vijaya Hotel in Udipi for a stay of 4 people in two separate rooms on September 23, [redacted]. Despite requesting the change from three to four persons, it has not been updated. Please make the necessary changes promptly as we have already checked in and do not wish to pay extra. I expect prompt communication between you and the hotel to avoid any further inconvenience. Your Booking.com customer care number is unreachable; please provide a valid contact method to avoid similar issues for other customers. Thank you, eagerly awaiting a favorable response. Regards, Prema S.

Booking confirmation number [redacted].[redacted].[redacted]. I recently booked two nights at Luxury Central Location and encountered a disappointing experience. One of the rooms I reserved lacked a private bathroom, despite being advertised otherwise. The owner denied responsibility, blaming Booking.com for the inaccurate description and reacted defensively. This led to a heated argument where the owner rudely demanded I leave at 8:00 p.m. after a long day of travel. This altercation was unlike any I have experienced in my years using Booking.com. I request a review of the property's description, as it was not as advertised. The owner's behavior, including threatening to call the police, was inappropriate and offensive. I have since checked out, glad to leave the hostile environment behind. I seek reimbursement for the one night I paid for but did not stay due to these circumstances. I hope to swiftly resolve this issue to continue my trip without this added stress. Thank you for your prompt attention to this matter.

I had a disappointing encounter with Booking.com on August 31st and was assured a refund of up to $[redacted] by submitting my receipt. Despite following the instructions and submitting the receipt for my stay at The Portofino Hotel & Marina in Redondo Beach, CA with booking number [redacted], I have yet to receive any update from the company. I made a reservation through the site, which confirmed availability at a seemingly full hotel. After facing multiple issues, including being left stranded at the airport with my child due to booking discrepancies, extended waiting times on the phone, and unsatisfactory alternatives provided by Booking.com, I encountered significant inconvenience. Our arrival at the hotel was delayed until approximately 1:00am after a distressing 1.5-hour ordeal at the airport. The lack of communication regarding my refund from Booking.com is concerning, and I hope for a prompt resolution to this matter.