Booking.com Customer Service Issues

During our European trip to Greece and back over six weeks, we've booked hotels through booking.com for both journeys. However, upon our arrival at the Energiehotel Kultivert on 21/08/[redacted], we found the restaurant closed for a holiday. Similarly, on 04/10/[redacted], at the Hotel Bawelsberger Hof, the weekend closure of the restaurant was unexpected as it wasn't mentioned on booking.com. This was frustrating as my husband faces mobility issues and we couldn't easily access alternative dining options. It was quite disappointing to arrive tired and hungry, only to find no available food until the next morning.

I made a reservation at the Hudson River Hotel in New York, but my plans changed, and I had to cancel. The booking cost was $[redacted], with $[redacted] as the cancellation fee, leaving me expecting a refund of $[redacted]. Despite the cancellation, I have not received the refund. After contacting the hotel, I was advised to reach out to booking.com regarding this matter. Since I couldn't connect via phone, I am reaching out through email now. I would appreciate it if you could provide an update on when I can expect to receive the refund. My confirmation number is [redacted].

I booked a desert camp through Booking.com, but this morning the hotelier, Ritesh Sharma, called me. He said they will not provide a room at the desert camp as booked, and instead offered accommodation in the village. This is unacceptable as I booked based on the pictures shown on the website. How can they provide something else? Please address this issue promptly, or I will have to take this matter to consumer court. My contact number is [redacted]. If you are unable to resolve this matter, I will have to consider other actions.

I have used your service multiple times and up until my last booking, I was content with the accommodations provided. However, I encountered numerous issues during my stay at the property booked under Linda Dorman with reservation code [redacted] from September 27th to September 30th: 1. The gutter was falling off the left side of the garage. 2. An old broken basketball net and pole were hanging over the driveway. 3. A window screen near the front porch was falling out and broken. 4. The property was close to a sewage treatment plant causing occasional odors. 5. The neighborhood was in a run-down condition. 6. The thermostat was locked at 64°F, and the house was very cold at night. 7. The extra blankets in two rooms were in poor condition. 8. There was a corroded and broken light bulb in the master bedroom lamp. 9. The drain in the master bathroom sink was clogged. 10. The fireplace would not turn off initially due to dead remote batteries. 11. There was a hole in one of the sofa covers. These issues made our stay highly unsatisfactory despite paying approximately $[redacted].00 for a three-night stay. I believe half of our fee should be refunded. I have photos documenting the problems if needed. I hope for a prompt response addressing our extreme dissatisfaction. Thank you, Linda D.

I am a team member at the Mourelatos Lakeshore Resort Front Office writing to address an issue with accessing our BO.com extranet for managing reservations. We are currently unable to log in and are seeking assistance with resetting our password promptly to resolve this matter. Whenever we attempt to reset the password, we encounter a message stating, "we're experiencing technical difficulties," inhibiting us from making any progress. If you could kindly reach out to us at +1 ([redacted])-[redacted] or on my cell phone at +1 ([redacted])-[redacted] (Bobby), it would be greatly appreciated. Our log-in number is [redacted], and the resort is located in Tahoe Vista, California, USA. Thank you in advance for your help. Best regards, Bobby and the MLR team

I arrived at The Duke William in Haxey at 4:00 pm as per our arranged time between 4 and 5 pm. After waiting for an hour without any response, I went to the 'The Locomotive' pub next door, only to find out they were closed on Mondays. Despite trying to call from the pub and knocking on doors at the pub and nearby flat with no luck, I received assistance from a kind old man in one of the chalets who also couldn’t reach anyone. Due to the circumstances, I had to make alternative arrangements and checked into the Travel Lodge in Gainsborough. I would appreciate a refund for the inconvenience caused.

Dear Mr. or Mrs., I made a reservation today for 3 rooms at Ibis Hotel Heidelberg Hauptbahnhof for 6 adults for 7 nights. However, the dates in my booking confirmation do not match what I intended. I meant to book from 26.01.[redacted] to 02.02.[redacted], but the confirmation shows I booked from 26.12.[redacted] to 02.01.[redacted]. I selected the "cheapest version" of the rooms, which unfortunately means I cannot cancel without a hefty fee. I am certain I reviewed the details before completing the payment and everything matched my requirements. Can I update the dates without incurring extra charges since I believe this was not my error? Best regards, Marios K.

Dear Customer Service, I am contacting you regarding reservation number [redacted], booked under the name of Mr. Mahmud JUHA for a one-bedroom stay for 9 nights at Hilton London Metropole starting from October 27, [redacted]. I recently called the hotel reservations team to inquire about the payment process. I was informed that the payment needs to be made through the booking platform as I will be using a different card for the transaction. Kindly reach out to me at [redacted][redacted] or via email at [redacted] Warm regards, Amal

I arrived at the hotel as scheduled on September 25th at 4:00 am as per my booking. Unfortunately, they claimed there was an error and were unaware of the early check-in time. No rooms were available, forcing me to spend the night in my car. To add to the disappointment, they still charged me for the booking. I reached out to booking.com for assistance but haven't received any help yet. I am extremely frustrated and upset, considering never using their services again. I plan to leave negative reviews to share my experience. I am seeking guidance on how to address this situation.

My spouse booked a room on booking.com for October 8, [redacted], at 1 am. We arrived at the hotel at 1:30 am the same day to find out the check-in time was changed to 3 pm on October 8, with check-out at 11 am on October 9. Unfortunately, the hotel had no record of our reservation, so we had to buy another room. We requested to cancel the initial room and have the charges waived, but the hotel has not acknowledged it. We hope to avoid being charged twice and have the cancellation fees waived as we only needed a place to rest briefly.

Hello, I am David L., a Level 2 genius member. I have been facing issues with my account for over a week while attempting to book hotels for my upcoming trip to Italy in November. Every time I try to make a booking, I receive an error message stating that I need to input a correct credit card number. Despite trying three different credit cards, all of which are valid, I am unable to proceed with the booking. Following advice from a customer service representative, I have attempted to update the email address linked to my account to resolve the issue, but I encountered difficulties in making this change. I would appreciate any assistance you can provide in resolving this matter. Warm regards, David L.

I regret to inform you that there has been a family emergency so we won't be able to make the tournament/games so we will need to cancel our reservation please send notification email to [redacted] with our decision. The booking number is [redacted]89 and the event starts on June 21, [redacted]. Thank you for your understanding.

Currently, I am stranded outside Premiere Classe Geneve - Saint Genis Pouilly. It's 2:03 am, and I cannot access the hotel after a 6-hour drive from Clermont Ferand. My parents and I are sitting in the car, waiting for Booking.com to grant the property 30 minutes to respond. We've been here for an hour attempting to check in using the self-service machine. I am extremely frustrated right now, and this situation has negatively impacted my trip.

I selected a 3-bedroom house on your website, but it was changed to 2 separate apartments without our knowledge. They turned out to be 1.5 kms apart, and when we realized, we contacted the property manager. However, they didn't offer a solution and mentioned they were busy moving. Upon contacting your helpline, I was told it was my mistake and my concerns were not considered. I have screenshots confirming the original booking of the 3-bedroom house. We did not visit or book any other properties, so we shouldn't be charged a cancellation fee. I would appreciate a phone call to discuss this matter further.

I booked a stay at the Cape Hatteras motel in Buxton, NC for October 18-20. Unfortunately, a recent hurricane caused significant damage to the Outer Banks, including making hwy. 12 impassable. I'm unable to reach Buxton due to this. I'm Brenda Corbett and I need to cancel my reservation and reschedule for a later date when the area has recovered. Thank you.

I encountered an issue trying to cancel my Outer Banks reservations due to hurricane damage. Unfortunately, I couldn't locate my confirmation email. Despite contacting the hotel for the confirmation number, I was unable to obtain the pin required to proceed. Consequently, I faced difficulty resolving my problem. To make matters worse, I incurred an additional charge online to access assistance. Despite going through the entire process, I still couldn't resolve my issue. This experience has left me hesitant to utilize booking.com in the future.

Subject: Issue with Hotel Booking Confirmation #[redacted] I am Robyn Carter and I stayed at the Sofitel Hillingdon Heathrow T5 on the 8th and 9th of October [redacted]. Upon check-in, I was informed by a receptionist that I had mistakenly booked 2 rooms instead of 1. The receptionist mentioned a "Technical Issue" on the second booking and advised me to contact Booking.com to resolve the matter further. I verified my Credit Card Statement and noticed that I was charged AUD$[redacted].35 for the prepaid room on 4th October. However, to my surprise, there was an additional charge of AUD$[redacted].39 on my card today, 9th October, which I find confusing and concerning. I seek assistance in understanding this unexpected charge and would appreciate any help you can provide to rectify this issue promptly. Thank you for your attention to this matter. I look forward to your prompt response. Best regards, Robyn Carter

I want to share my experience at the hotel. The conditions were unbearable, forcing me to check out within an hour of arriving. The room was extremely hot with no air conditioning, and the response from reception was unapologetic, advising me to fetch a non-functioning fan. Upon requesting a replacement, they brought a dirty fan that spread dust and cobwebs around the room. The carpet was dirty and torn, revealing floorboards, while the bathroom was in a dismal state with peeling paint and mold. Distressed, I secured a last-minute room at the Midland in Manchester for a considerable expense, as no other central options were available. Despite informing the Gardens Hotel of my issues upon checkout, the response was lackluster. After reading other negative reviews, I believe we must be cautious when booking accommodations, as this was the worst experience I've ever had in a hotel. A refund from the Gardens Hotel is necessary, considering the unsatisfactory conditions. My stay at the Midland cost [redacted], and I intend to claim this as an expense.

Dear Manager, I am writing in regards to booking #[redacted] for Khan, Muhammad Asad. I attempted to reserve two rooms at The Queens Park Hotel for Mr. Asad Khan & Mr. Muhammad Azam on September 6, [redacted]. Unfortunately, after completing the payment process and entering my credit card details on your website, the site closed without showing a booking confirmation message or sending an email. Upon calling The Queens Park Hotel on September 6th around 4 PM to inquire about my booking, the reservation officer informed me that there was no reservation under the names provided. To my surprise, I later discovered a charge of £[redacted].72 from The Queens Park Hotel on my credit card statement despite not receiving any confirmation. I have reached out to the hotel via email and phone calls, and the manager directed me to Booking.com, where it appears there was a mix-up with my email address. I kindly request your assistance in resolving this matter promptly and refunding the charged amount. Your attention to this issue is greatly appreciated. Thank you.

I made a reservation on 10/4/19 at the Holiday Inn Express & Suites Woonsocket using my husband's card with my name. During check-in, I was denied because I didn't have an ID, even though my husband did. There was no prior request for guest IDs. They refused my husband to use the reservation and turned us away. I lost $[redacted].40, and they directed me to Bookingbuddy for a refund. I need my money back promptly as I cannot afford to lose it, especially since I did not use any services. I may seek help from executives at Trip Advisor or the State Attorney General, or report fraud to my card company if necessary. I urge you to process my refund promptly.