Booking.com Customer Service Issues

I have sent two emails regarding canceling my reservation for Oct 12, [redacted], and requesting a refund. To provide context, I called booking.com on Sept 18, [redacted], to book a stay at Crestwood Inn in Boone, North Carolina, and provided my credit card details. Despite not seeing any transaction on Sept 18, the following day, both booking.com and Crestwood Inn charged my card. I need assistance canceling the booking made through booking.com and refunding $70.53 to my credit card. I am unable to provide a confirmation number and have been unsuccessful reaching a representative via phone. Please reach out to me using the provided email or my cell number, [redacted]. Thank you, Cheryl Gould from North Carolina.

When booking accommodations in Lisbon, make sure to use the free taxi link provided on the confirmation page and email. Book your free taxi from Humberto Delgado Airport before October 5, remembering to provide your flight number. The offer includes a one-way trip to your accommodations for groups of up to 8 people. Only standard-size taxis with experienced local drivers are used. In the event of a delay, a driver will wait for you or the cost of a different airport taxi will be covered. Availability is limited, and the offer ends once all free rides are booked. If you cancel your accommodations, the free taxi will be canceled. This offer is arranged by Booking.com B.V. and managed by TravelJigsaw Limited. The promotion is available in various cities, including Lisbon.

I made multiple bookings for Venice from May 13th to 18th, [redacted], to choose the best area for my cousin and me. We are undecided if we want to stay in Venice after our upcoming boat cruise from South Africa and might opt for another location in Italy. I contacted Hotel della Mora, who confirmed it's okay to cancel, but I need Booking.com to process the refund for BOOKING NO [redacted].[redacted].[redacted]. The unexpected payment for this free cancellation booking at Hotel dalla Mora was confusing. I hope the Euro [redacted].50 payment can be refunded. Currently, I have bookings in Fort Lauderdale and Rio with Booking.com, keeping me occupied. Thank you, Annette R.

Confirmation Number: [redacted] PIN: [redacted] We made a reservation for 2 rooms at the Berkeley Inn for Sept. 21-23. Upon arrival on the 21st, we were informed that only rooms on the fourth floor were available, with no elevator access. Given our mobility issues, climbing four flights of stairs was impossible. The motel did not inquire about any special needs. The staff member mentioned a refund, but as our booking was through a third party, they advised contacting them for the refund process. I am reaching out to request a refund to our Visa card. It's important to note the motel's lack of cleanliness and poor condition. Additionally, we were unaware of booking through this particular third party and had assumed direct booking with the Berkeley Inn when receiving the online booking information. It seems unusual that the motel did not offer any accessible rooms, as we were informed by others it is typically required by law.

I booked a hotel room through Booking.com for £26, but upon arrival, the hotel charged me £56, including a surprise 'deposit' not listed in the invoice. Unfortunately, the room was of poor quality, so we did not stay. Additionally, there were undisclosed cleaning charges and other fees. I have requested a refund from the hotel, but they have not refunded the £30 'deposit'. Booking.com has also not provided a satisfactory response. Any advice would be appreciated. Thank you.

I had a terrible experience at this place I found through my search for a pet-friendly room with breakfast. When I arrived around 3 PM, the locked doors led me to a lone hallway where I found a note directing me to the room. A staff member informed us of a no-pet policy after we had already settled in. The miscommunication led to us being kicked out without a refund, claiming we checked in when we hadn't. The situation escalated with threats of additional charges for keeping the room key. I am angry and demand a refund due to the misleading pet policy and the unprofessional handling of the situation. The property and Booking.com should clarify their pet policies to avoid such incidents in the future. I will take my complaint further if necessary.

I have been a loyal customer of Booking.com for many years and have used their services to book hotel rooms numerous times. Unfortunately, I recently had a terrible experience at La Quinta by Wyndham in Baltimore. The staff at the hotel discriminated against my husband because he is not fluent in English, despite him having all the necessary identification and a credit card. They were very unfriendly and refused to let him check-in, even when I was on the phone trying to assist with communication. My booking confirmation number is #[redacted] with a PIN code [redacted]. I have attempted to contact customer service, but the automated system did not accept my PIN, preventing me from reaching a representative.

I had an awful experience at this hotel. I booked a room for my husband through Booking.com. Despite showing his legal ID, credit card, and the reservation details, the staff treated him poorly, refusing to let him check-in. They were rude and appeared to discriminate against him because of his limited English proficiency. When I tried to intervene and explain, they remained unhelpful. This level of mistreatment is unprecedented in our hotel stays. The staff's behavior was completely unacceptable for a hospitality role. When my husband attempted to take a photo, the staff covered her name tag. It was a truly dreadful experience. We are deeply disappointed and upset by how we were treated.

I reserved a 2-night stay at Corrales Comfort in Albuquerque from October 10 to 12, during the Balloon Festival, with Booking.com in April. Upon arrival, the owner refused to honor my booking, citing issues with Booking.com. This occurred during a busy week, and finding a comparable property at the same price will be challenging. As a loyal Booking.com customer, I am extremely disappointed. I kindly request Booking.com to assist me in securing alternative accommodation in Albuquerque for similar dates and pricing. Failure to uphold reservations damages the trust in your service, and I rely on Booking.com for all my hotel bookings. Your urgent attention to this matter is appreciated. Sincerely, Debby McAtee.

Dear Harish Taneja, We have received your request to cancel reservation [redacted]. Although there is a charge associated with this cancellation, we will try to find the best possible solution for you. We have asked Pride Ananya Resorts to make an exception for your reservation, and hope to have an answer for you shortly. The reservation policy selected by you does not allow for a free cancellation or modification at this time. This means that a fee will be charged if you decide to cancel or make changes to the reservation. The policy details are stated at the time of booking and are included in your reservation confirmation for reference. For any questions, you can contact the property at +91 77[redacted]5 or send them an email. Looking forward to their reply.

On September 11, [redacted], my husband and I made a reservation at Holiday Inn Express, West in Bradenton, FL, for $[redacted].08. Upon returning from our honeymoon and reviewing our finances, we discovered that we were double-charged for our room - once on 9/12/[redacted] at 8:28 pm and again at 9:25 pm. When we checked in, the front desk was unable to locate our reservation, so my husband re-swiped the card for $[redacted].08. I have been in contact with Holiday Inn Express, West, and spoke with Brittney from the Finance Department. She mentioned that a refund for the booking made on booking.com would be processed, but she requires someone from your office to confirm the amount charged. Please contact her at 1-[redacted]. Thank you for your assistance in resolving this matter.

I made a reservation through Opodo for a 16-night stay at Asistane Life Hotel in Istanbul. Although we booked and paid for flights and rooms for 7 people, the hotel stated our reservation was for only 6 people, leading to an additional payment of [redacted] Turkish Lira. Since this error was due to Opodo's miscalculation, we are seeking a full refund of the extra charges paid. Opodo acknowledged their mistake and advised us to seek a refund from you. We are open to a cost reduction for our next trip to Turkey in December as compensation for this issue. The Opodo reference number is [redacted]. I possess documentation from the hotel indicating the booking was for 6 adults, while we actually booked for 4 adults and 3 children. This paperwork can be provided upon request.

I booked a room at Tea House Homestay with booking number [redacted] from September 21st to October 5th. Upon arrival at 8pm, I was disappointed to find only two small hand towels. When I reached out to Homestay, they suggested I go buy larger towels from a store. Unsatisfied, I expressed my concerns, and they promised to bring towels the next morning at 11am. However, the bedding was dirty with stains, hairs, and even a bite mark on my groin. I took photos and informed Homestay that I would be checking out and requested a refund. Despite their visit to bring towels, the language barrier made it difficult to address the cleanliness issues, leading me to check into another hotel and request a refund. Unfortunately, Homestay's lack of response and unhelpful replies have caused frustration. Despite my efforts to handle the situation and the lack of support from Booking.com, the homestay's insistence on following a formal check-out procedure and the relisting of the room for rent have added to my distress. I aim for a swift resolution and reimbursement for the ruined holiday experience. I have documented all communication with Homestay and have evidence of the unclean room. Thank you. Wilfred Macrow

I recently stayed at the Sultanahmet Wooden House in Istanbul with a friend, booking two rooms through booking.com for our trip. The first room we received was not what we booked; we expected a twin bed but were given a single bed with a dirty bathroom and insufficient amenities. The situation only worsened when we faced unmet promises for a better room upon our second booking. Despite the late arrival and attempts to rectify the situation, we were left waiting for an hour with no proper accommodation. In the end, we were even offered a room at the owner's cousin's place, which was unacceptable. The lack of professionalism and care from the owner led us to promptly leave the hotel, luckily finding accommodation nearby. This experience was so disappointing that we were unable to provide a review on booking.com as our booking was cancelled, furthering our frustration.

I was surprised to discover a booking made at the Mantra Legends Hotel in Gold Coast, Australia, using my credit card. The reservation number provided is [redacted]. I contacted Mantra Legends reservations, and they informed me that the booking is for a non-refundable room with full fees charged. This transaction was not authorized by me. The booking is under the name of Mrs. Gurpreet Singh. I have attempted to reach Booking.com for assistance but am unable to connect as I do not have a PIN number for the booking. I am unsure how to proceed and would appreciate any guidance. If needed, I can be contacted at [redacted] [redacted] [redacted]. Thank you for your help.

Dear Sir, I am writing to address a concerning experience my wife and I encountered with a booking made through your website for accommodation in London. During the booking process, there were red flags that led us to question the legitimacy of the transaction. After following instructions to contact the owner directly, we proceeded with the payment process, which ultimately raised suspicions as it differed from our usual booking experience. Prompted by a request for proof of payment, we feared that we might have fallen victim to a scam. Following the incident, we have taken necessary steps to report the situation to Barclays Bank Fraud Team and are awaiting their assessment. In light of these events, we hope for a favorable resolution through the bank. However, considering the use of the booking.com platform, we believe it is important to address the shared responsibility in this matter. We kindly request your cooperation and assurance that this incident will be addressed accordingly. Attached are screen shots of the booking forms for your reference. Sincerely, John W. Sent from my iPad

My ID is NTYS [redacted], reference number OYO [redacted], confirmation number [redacted]. We made a reservation at Elite Residency Saver in Park Town, Chennai for 3 nights. However, upon arrival, we were disappointed by the room and the surrounding area. The exterior of the hotel was dirty with a strong tannery smell, and the room was too small for three beds with no hot water. We decided not to stay and informed the manager who agreed to refund us minus one day's rent. We booked another hotel nearby. During checkout, a different manager mentioned that payment would be processed after instructions from OYO. I contacted OYO, and they advised me to reach out to you for the payment of two days. Please provide instructions for the payment. The amount is not significant, but it's a matter of principle. If we don't receive payment, we will share our experience on social media as we feel deceived. Regards, S P Chatterjee

The Craigmonie Hotel in Inverness appears run down and tired. The information on the Booking.com website may not fully reflect the reality of the hotel. The pricing seems high considering the quality provided. My recent stay revealed stained furniture, peeling paint, and water damage in the apartment. The bed was uncomfortable with an old mattress and the stair carpet showed wear. The pool experience was disappointing with a musty smell, green slime, and black mold in the female changing room. Lack of keys for the lockers and uncomfortable wooden loungers added to the disappointment. The dining room chairs were old and stained, and the presence of smoking staff near doorways allowed the smell to permeate indoors. Our anticipation for a relaxing retreat after a long drive turned into shock due to the subpar conditions of the hotel and the high prices charged.

On September 23, [redacted], I made a reservation for a two-night stay at The Plantation Inn in Port Hope, Ontario. After providing my credit card details to the inn, they advised me to book through booking.com. I've been trying to cancel my reservation, but when I click the "cancel" button, nothing happens. Despite attempting to access the "Manage Your Account" section, I keep getting redirected to the same page with the cancel option. I followed instructions online, including watching a video tutorial on canceling, but the additional screen that should appear after clicking "Cancel" is not showing up for me. My attempts to contact the inn have not been successful as they mentioned they can't stop the payment until booking.com cancels my booking. I seek assistance with this matter. My booking number is [redacted].

Dear [redacted], I wanted to inform you that I successfully canceled my reservation at the Luxury Art Deco Apartment in Surry Hills. I just received confirmation that the cancellation was processed, and there was no charge due to their waived cancellation fee policy. However, despite canceling the booking two weeks ago, I have not received a refund yet. I have reached out to the property via email multiple times but have not received any response. I would appreciate any assistance in resolving this matter and getting my refund back. Thank you for your help. Sincerely, Udul De Silva