Booking.com Customer Service Issues

I need assistance canceling my reservation at Gateway Lodge. My Booking # is [redacted]21 and the pin is [redacted]. The website mentioned that I require special permission to waive the fee, so I contacted the hotel. They assured me that within 24 hours, canceling should not be an issue. Although the option to cancel for $80 is available, I am hoping to avoid any fees. I mistakenly made two separate reservations online and wish to cancel one without penalties. The hotel has confirmed that they can accommodate this within their 24-hour policy. I would appreciate it if you could email me the cancellation confirmation. Thank you.

I have a booking at Banff Park Lodge for three days. I would like to cancel only the third day, December 21, and keep the first two days, December 19 and December 20. Despite being informed that I can do this for free until December 15, I am unable to modify the reservation online. My confirmation number is [redacted] and I go by Madeline H. Could you kindly assist me in canceling the third night and provide me with the updated price? Thank you for your help.

Subject: Booking Issue at Appart’City Confort Strasbourg Aéroport Hello, I wanted to bring to your attention an issue I encountered with my recent booking at Appart’City Confort Strasbourg Aéroport through www.booking.com. Despite canceling the reservation on September 4, which was within the free cancellation window until October 2, my account was still debited. I received confirmation of the free cancellation via email. It has been some time, and I have yet to receive a refund for the debited amount. I would appreciate it if you could look into this matter promptly and assist me in resolving the issue. Thank you for your attention to this matter. Best regards.

Upon entering the room, we noticed a strong musky odor. After returning from dinner, I discovered a wet floor beneath the nightstand and extending under the bed. I promptly notified the front desk and requested a room change. Maintenance assessed the situation and described it as damp, although it felt excessively wet to me. Unfortunately, due to full occupancy, they were unable to accommodate our request to move. Given my health condition with COPD and reliance on inhalers, I am very concerned about potential mold exposure and its impact on my breathing. I plan to speak with the manager in the morning to address this issue further.

I made a reservation through Skyhub, which is a partner of BOOKING.com. Unfortunately, I did not receive an email confirmation from either company. Thinking I did not secure a reservation, I went ahead and booked through Hotwire for another hotel during the same week. Now I am in a predicament with two non-refundable bookings. I attempted to contact Skyhub, but they redirected me to Booking.com, which has been unresponsive to my calls. I have the booking number provided by the hotel but am missing the PIN number. Due to the lack of communication from both Skyhub and Booking.com, I believe I should be eligible for a refund.

I made a reservation on booking.com and was surprised to find out upon arrival that daily cleaning services were not included. Despite being assured by reception during check-in that my room would be cleaned with fresh towels daily, this was not the case. After contacting the hotel, I was informed that cleaning was not part of my booking, which was not clearly mentioned on booking.com. I believe that the hotel's pricing information should specify this to avoid misleading customers. The lack of cleaning services and misleading information have led to a disappointing stay. I will be checking out earlier than planned due to the poor service and false advertising.

I noticed that Calistoga Spa and Hot Springs appear to have some rooms available, despite the website showing as fully booked. I am interested in booking a standard king room for tonight, October 5th, through booking.com. However, the current price on the website seems higher than the rates I've seen before for the same room at around $[redacted]. I spoke to Jose and Vanessa, who mentioned calling directly to confirm room availability. Please reach out to Jose at Calistoga Spa Hot Springs at [redacted] to verify the room's availability. Once that's settled, feel free to contact me at [redacted] to proceed with the booking. Thank you. Best, Caitlin

I have not received a confirmation email for my booking at Sina Palazzo Sant'Angelo in Venice Italy from 3/14/20 to 3/16/20. The booking number is #WCAM6U9. I am unable to retrieve a pin number without this confirmation email. The hotel confirmed my reservation, but since I booked through booking.com, they are unable to provide me with a confirmation email. I urgently need the confirmation email resent as I need to modify the booking dates. Thank you. Cassie S.

Dear Customer Service, I would like to address the issue with my recent booking at your hotel. I was disappointed to find out upon arrival that both the restaurant and bar are unavailable due to refurbishment. This was not communicated during the booking process, and I feel this lack of information is unacceptable. I attempted to cancel my reservation but was informed that I would be charged the full amount. I believe this situation constitutes false advertising, and I am requesting a prompt full refund. I appreciate your attention to this matter and look forward to resolving it promptly. Thank you.

Hello, I am contacting you regarding a forthcoming booking at Great Wolf Lodge, a hotel with an attached water park. My reservation number is [redacted]9. Our party consists of 4 adults and 2 children, and we are scheduled to check in on October 12, [redacted], for a 2-night stay. We selected a Junior Cabin Suite to accommodate our family. Upon reaching out to the hotel, I was informed that our reservation only covers 4 water park passes, which was surprising since I assumed each individual in our group would have access to the water park. This was a key factor in our decision to stay at this venue. I specifically mentioned the 2 children in our booking, so I am unsure why their passes are not included. I kindly request 2 additional water park passes for the duration of our stay so that our entire family can fully enjoy our getaway together. Thank you for your attention and assistance.

I made a booking recently with a free cancellation policy until 20Nov, but the owner is already trying to charge me. They even informed me that the apartment cannot be rented on a short-term basis and to avoid contact with neighbors. I need help with the unauthorized charges. Despite the free cancellation option, the owner is insisting on full prepayment for the canceled booking. They've attempted two transactions already, and I want them to cease. Despite my attempts to reason with the owner, they are not honoring the free cancellation policy. Assistance is appreciated.

I regret to report an injury sustained in the room mentioned above. A loose floor tile tripped me, leading to an injury to my toe and a dangerous stumble towards the window in an 18-story apartment. I attempted to clean the wound in the shower room but was unable to do so as the area was too dirty, posing a risk of infection. As a Health and Safety Inspector in the United Kingdom, I strongly advise against having an apartment with such a potentially fatal trip hazard on your website. I recommend addressing this issue using the service charge already paid for the apartment. Therefore, I request a full refund for tomorrow's booking under Rachel Stone's name and request the removal of this apartment from your listings until the hazard is fixed. Kindly confirm the refund, including the service charge and tax, so that we may seek accommodation through a more reliable provider.

My wife and I had a reservation at West Pier Residence in Brighton for the 5th of October [redacted]. Upon arrival, we were dismayed to find the hotel looking very unclean. Room 41, assigned to us, had a strong unpleasant odor prompting me to complain at reception. An alternative room was not any better, so I returned to the reception again. My wife, understandably upset, and I decided not to stay. The staff mentioned I would need to seek a refund through Booking.com for the £[redacted] charge. Thankfully, after checking with several hotels, we found alternate accommodation as West Pier Residence was also fully booked. It seemed as though the reception was disinterested in our concerns. I believe Booking.com should inspect these properties to avoid situations like this where customers may blame the booking platform. Looking forward to your response. - Mr. Gary Frost.

We made reservations for two hotels using your service. Initially, we stayed at The Portland Regency Hotel in Portland, Maine on August 22, [redacted], followed by The Sea Rose in South Portland, Maine. Unfortunately, we did not receive confirmation codes for either booking. Upon contacting The Portland Regency, they shared an invoice with incorrect information addressed to me, Guerita Harlow, at [redacted] N. Russell Ave., Ames, Iowa [redacted]. The invoice lists the prh folio as [redacted], Folio No. [redacted], Conf. No. [redacted], and Booking.com Cashier No 46 Group Name. While our credit card details were accurate, the hotel staff indicated that there might have been a mix-up where the confirmation was sent to the wrong address. We are seeking clarification on the charges from The Sea Rose for our stay on August 23 and 24 as we believe there was an overcharge of $[redacted].39. Without the correct confirmation receipt, we are unable to contest the amount. We kindly request the original confirmation to be sent to us. Thank you.

I had to cancel my reservation with the Holiday Lodge in Grass Valley due to an emergency with my daughter. Despite leaving a message requesting a call back, I didn't hear from them. Unfortunately, I was charged the full room rate, which I hope can be reversed as we never stayed due to my daughter's mental health crisis. We had hoped for a fun trip to Grass Valley to support her. Given the circumstances, I am willing to pay a service or cancellation fee but being charged the full amount seems unfair. We are struggling with our teenager's issues and any help would be greatly appreciated.

I am currently in Palermo, Italy with booking number: [redacted].[redacted].[redacted] and pin code [redacted]. My wife, who is 80 years old and has had multiple knee and hip replacements, and I, with heart issues, cannot access the 4th-floor apartment at Vittorio Emanuele Appartamenti. We stayed for one night but need to cancel the booking due to the inability to climb stairs. The owner is cooperative, willing to cancel the reservation, and suggested I inform you. I am now seeking another hotel. You can reach me at [redacted] or [redacted][redacted]. Kindly proceed with the cancellation as the owner is understanding of our situation.

I made a reservation at the Murray Bridge Motor Lodge in South Australia for October 11th to October 15th. When I called today to confirm, the hotel had no record of it. A fee of $[redacted].14 was debited from our bank account on August 28th, which includes a $10.14 overseas transaction fee. We are concerned as we depart in four days and may not have accommodation. Please assist us promptly in resolving this issue. Thank you, N.S. and N.B.

Hi, I wanted to share my recent experience at Budget Hotel Ben in Amsterdam from September [redacted]. I am concerned about their payment management. Before our arrival, we were asked to pay in cash via email due to a new payment system not being ready. As we were traveling from another country, we didn't have the cash. The receptionist insisted on cash payment or he wouldn't provide us with the room. This practice seems problematic, especially for those arriving late at night. It's essential for payments to be handled in a secure and professional manner. I came across similar reviews mentioning this issue going on for months. I believe it's crucial to look into their practices to ensure customers' comfort and safety. Best regards, F.S.

I used your online service this year and you are the only company I gave my card details to. Since then, unauthorized charges have been made on my card multiple times, leading to it being canceled repeatedly. I intend to take legal action if the issue is not resolved. The unauthorized charges have left my family in a difficult financial situation. I have contacted the cyber police, and you will be held accountable for these actions. - David S.

I had a disappointing experience with Hyde Park Rooms and Apartments in London. The address provided was incorrect, making it hard to locate. The room was not as advertised; it was in poor condition with damaged items like cracked sockets and loose tiles. Additionally, there were no smoke alarms or basic amenities like tea and coffee making facilities. The cleanliness was also lacking, and considering the subpar conditions, the price felt unreasonably high. This ruined what was supposed to be a romantic anniversary trip with my partner. I rely on Booking.com for quality accommodations, yet this place fell far below any reasonable standards. It was a frustrating experience wandering around London with our luggage only to arrive at a disappointing and misrepresented apartment. I strongly recommend removing this property from your listings. Thank you, Laura H.