Booking.com Customer Service Issues

I would like to report an issue regarding my cancelled reservation. Even though a $97 cancellation fee is posted on the Bookings.com website, according to my conversation with Rachael at the hotel, no cancellation fee should apply due to cancelling within the 24-hour notice period. I tried contacting Bookings.com, but after waiting for 12 minutes, the call was disconnected. My confirmation number is [redacted], with the Pin being [redacted], and the reservation was made by Michael Cobb. I kindly request that the cancellation fee be waived as the reason for cancelling was a medical issue.

Booking Number: [redacted] During the booking process, I encountered an issue trying to adjust the number of guests for the apartment stay. I initially booked for 2 people as I couldn't change the quantity. The reservation is for a 2-bedroom, 2-bathroom apartment at the Moroccan in Gold Coast, Queensland, Australia. I received a confirmation indicating a maximum occupancy of 4 people for the apartment, which put me at ease. With 2 friends joining for a few nights, totaling 4 guests, I wanted to ensure compliance. Upon reaching out to the manager listed in the confirmation, I was informed of an additional $20 per night charge for 2 extra visitors. Despite the apartment's capacity being 4, the extra charge for linen was mentioned. This discrepancy has left me dissatisfied. The booking confirmation clearly states a maximum of 4 guests, yet the manager insists on an extra charge for 2 additional individuals. I kindly request clarification on this matter before our arrival on October 15th.

I recently reserved a room at Wyndham Resorts Towers North Myrtle Beach through booking.com, from September 17th to September 19th. I had a disappointing experience upon arrival as I was given a suite facing the parking lot instead of the oceanfront 2-bedroom suite I had booked. Despite the online photos showing the oceanfront suite, I was informed that timeshare members receive priority for the best rooms. This led to feelings of being misled and cheated out of the guaranteed oceanfront experience. After contacting booking.com and discussing the matter with the hotel manager, I am left unsatisfied with the explanation provided. I am now seeking a refund or an alternative resolution to address this discrepancy.

I booked a room at Holiday Inn Express around September 20, [redacted], with the understanding that there was free cancellation. However, when I tried to cancel two days later due to personal reasons for the stay from October 24 to 28, I was informed by hotel staff that it was non-refundable. They suggested contacting Booking.com for assistance. I have tried reaching out to Booking.com multiple times, but each time they require a confirmation number to proceed, which was never provided to me. This issue needs to be resolved promptly as I am experiencing some challenges with the cancellation process.

Shortly after making my booking, I realized there was an error in the weekend dates I selected. Instead of booking for October 5-6 as intended, I mistakenly booked October 12-13. I contacted the hotel, and they advised me to reach out to booking.com for assistance. The hotel is willing to correct the dates if permitted. I am hoping to discuss the possibility of a refund or a free date change as soon as possible. Please contact me for verification. Thank you. - Mrs. H.

I made a reservation for a king, non-smoking room at Roadway Inn in Hammonton/Winslow, NJ, based on the pictures on your website. However, the room I received was not as advertised, lacking the large stand-up shower shown in the third picture for the same price. When I raised this concern with the hotel staff, they were unhelpful and refused to provide the manager's contact information. Despite approaching them politely, I was met with disrespect. This was an important night for my fiance and me, and we were left disappointed. I have been unable to reach anyone for assistance; the hotel directed me to the third party, which is you. I am determined to address this promptly as it only takes one negative experience to deter potential customers. Thank you. Best, Joseph M.

Hello, I am a frequent user of Booking.com. Recently, I made a reservation for a 5-night stay at an apartment hotel in Dubai through Booking.com. However, I noticed that the price I was charged during the booking process was higher (INR 38+ K) than the price initially displayed on the website (INR 32+ K) for a 3-bedroom apartment for 4 people, including taxes. The discrepancy occurred at the Hotel Emirates Concord (reference number [redacted]). The amount I was charged seemed to correspond to the rate for 8 guests, even though the maximum occupancy for the apartment was 4 guests. This situation is unusual for me as I have booked through Booking.com many times before and have always been charged the exact amount displayed. I am curious to understand what may have caused this discrepancy.

Booking Reference: [redacted] I recently made a reservation through your platform for a property with a free cancellation option until August [redacted]. A 30% deposit has already been charged by the property. I seek clarification on the cancellation process. In the event the property closes down, how will I receive a refund of my deposit? During a recent call with one of your representatives, they mentioned that Booking.com would secure the payment. Could you kindly provide written confirmation of this arrangement for my records? Thank you.

I noticed that £[redacted] was debited from my account for a booking with your company that you claim does not exist. Despite emailing you consistently since Monday, I have yet to receive any responses. I am now seeking further assistance. The hotel informed me to contact Booking.com. I request immediate contact at [redacted]5 since I am unable to reach anyone by phone without a booking number or pin. If I do not receive a response, I will be forced to involve my bank. All I desire is to have the funds reimbursed to my bank account.

We made a reservation with Cozy and Bright in Albuquerque, NM for June [redacted]. Unfortunately, we had to cancel our trip and were offered to reschedule our stay instead of receiving a refund. We are now trying to rebook but have been unsuccessful in getting assistance. We have reached out to booking.com and Carlos Gomez at the property, but have not received any response. Our original confirmation number was: [redacted], with pin [redacted]. The reservation was under my husband's name: Dennis E. Please advise on the steps to resolve this matter.

We reserved a car from Sydney to Sydney from October 23rd at 18:30 to October 28th at 10:00. Due to a change in plans, we now need to drop off the car earlier on October 27th at around 04:00 to catch a flight to Brisbane at 06:15. Despite trying to adjust our booking to return the car sooner, the system indicates "no cars available during these dates." It's puzzling because we initially had the car for 5 days, but when attempting to shorten it to 4 days, no availability is shown. How can we proceed with this issue? It's confusing that fewer days are causing this problem with availability.

I made a booking for my husband's birthday at the MacDonald Spa Bath hotel for the Bath Christmas Market but received dates different from what I selected. The room rate also seems to have additional charges like VAT that I was not aware of. I've tried reaching out to the hotel and your customer service number but haven't had any luck in resolving these issues. I would appreciate some assistance either by phone or email to help me sort out these discrepancies. Thank you. - Joy K.

Subject: Issue with Reservation at NYX Herzilya Reservation Number: [redacted] To Whom It May Concern, On September 27th, I utilized Booking services to book a suite at NYX Herzilya, Israel, for two nights from September 27th to 29th. The total cost of the reservation was confirmed to be [redacted] NIS, which included breakfast and room services for an additional [redacted] NIS. However, on September 28th, I was informed that there was a technical error, and the payment I made in NIS was actually meant to be in US dollars. This change in currency was communicated to me after I had already checked in, which I believe is unfair as I should not be held responsible for a mistake made by the hotel. Furthermore, I find it unacceptable to be confronted with this issue during my honeymoon stay. I trust that this matter will be resolved promptly and fairly. Sincerely, Dr. El Nasasra

I made a reservation at the "VIP Zurich Executive" in Lisbon for a five-day stay at an average rate of [redacted]€ per night. I have noticed that the "VIP Lisboa Hotel and Spa," which is part of the same hotel chain (VIP Hotels) and offers more amenities, is priced at only [redacted]€ per night. Despite my attempts to find a last-minute alternative, the hotel was most likely fully booked for the dates I needed. Regrettably, as my booking is nonrefundable starting tomorrow, I am frustrated by the perceived discrepancy in pricing.

I have been attempting to reach Booking.com for the past six days without success. Today, I managed to speak with a representative, but I was not provided with a PIN code. Despite having a confirmation email and number, I am unable to proceed without this information. After sending them proof of not having a PIN code, I have yet to receive a response. I am currently seeking assistance from another representative to resolve this issue.

I attempted to book a room at the Fielding Hotel in London through Londonbooking.com. However, during the booking process, the page kept switching to a different language. After managing to get the English version, I proceeded with the payment. Unfortunately, when I clicked on finalize, the page reverted to the foreign language payment page. I clicked on finalize once more as the details printed were accurate, but my credit card company declined the transaction. How can I successfully secure this reservation?

Hello, I am writing to share my disappointing experience with Hadeda Guest House in South Africa. I made a booking for September 21st to 24th, [redacted] through booking.com, but upon arrival, we encountered challenges due to the poor road conditions and lack of lights. The unit we were given did not match the pictures online and was filled with spiders and insects. We requested to move to Lakeside Bamboo Guest House within the same group, but the staff struggled to arrange it. They offered one complimentary night, promising a full refund of [redacted].00 ZAR. However, when we followed up on the refund, they are now refusing to pay. I am disappointed by the service and false promises made by Hadeda Guest House. I urge booking.com to step in and ensure we receive the refund as agreed. Your intervention would be greatly appreciated. Thank you, S.J. +27-[redacted]

I reached out to Booking.com to modify my booking dates. Meanwhile, I spoke with Sterling's customer care over the phone. They sent me an email instructing me to adjust the dates on their portal. The portal indicates the option to cancel with a full refund and make a new booking. I responded to their email, stating that the booking is amendable only by them but haven't received a reply in over 36 hours. Could someone provide assistance or advise me on what steps to take next? Additionally, I would like to mention that I submitted the request within 16 hours of making the booking. Thank you. - Anil T.

Dear Sir/Madam, I would like to request assistance regarding my recent booking at W & S Executive Apartments - Hallstatt I. My booking confirmation number is [redacted].[redacted].[redacted] (PIN CODE: [redacted]) for a one-night stay from October 24 to 25, [redacted], which I extended by one night but later had to cancel one of the nights. Unfortunately, the hotel refunded both nights in error and confirmed the cancellation of my booking. To prevent further confusion, I wish to proceed with the cancellation instead of rebooking. I am unsure if the cancellation has been processed by booking.com or the property as it does not reflect in my booking details. I would also like confirmation that there are no extra charges for this cancellation. I appreciate a prompt response. Thank you, Chung L.Y.

I own Hotel ID [redacted] and am struggling to have our listing removed from Booking.com. Our property, Breakfast on the Beach lodge, is now closed, and the building has been sold. Please relay this message to someone who can delete our listing since the business is terminated. I'm currently in the USA at Embassy Suites in Palmdale, California, Room [redacted]. Could someone contact me via phone or email with a toll-free number for assistance? Despite reaching out through customer support, we have not received help. Your prompt attention to this matter is appreciated. Thank you, M. Graham.