Booking.com Customer Service Issues

Upon booking on Booking.com for a pet-friendly motel in Hood River, Oregon, I chose the Sunset Motel, reserving a pet-friendly room with a king-size bed. Despite indicating the presence of 2 dogs, upon arrival, limited pet rooms were mentioned with none available for my reservation. The manager switched us to a more expensive room with 2 queen beds, increasing the bill from $[redacted] to $[redacted]. I inquired about cancelling due to the unavailability of the initially reserved room, but was declined. While I understand the importance of a cancellation policy, it seems unfair in situations like mine where there was no prior indication of the limited pet-friendly rooms. The room was decent, however not worth the increased cost. I am disappointed with the experience and will likely explore other booking options in the future. - Corie J. from Olympia, WA.

I received an email from Booking.com during my journey from NZ to Australia, stating that my Visa card on file with Surfers International Apartments had expired. Despite verifying that it was still valid, I disregarded the email assuming it was a scam. However, today I was informed by the Apartments that they canceled my booking due to my lack of response. I immediately contacted them, and they offered to rebook me outside of Booking.com, which has left me dissatisfied while trying to enjoy my vacation. This is the first time I've encountered such an issue with Booking.com and my credit card. Can you clarify why this occurred? My booking confirmation number is [redacted] for Oct 14th to Oct 17th. I appreciate your prompt assistance. - L. J.

Confirmation Number: [redacted] Hello, I recently visited the Nomad Adventure Camp in a remote desert area, located two kilometers off a small road with minimal traffic and many kilometers from the nearest settlement. Upon arriving at dusk on October 10th at 18:00, the temperature was a chilly 9 degrees. After a lengthy search, I encountered an elderly man at the camp who spoke no English and seemed surprised by my arrival. To my dismay, I discovered that the camp had been closed for almost a month, leaving me without access to food or water. I spent the night in an empty tent with no bed, only an old wool blanket that was far from clean. The freezing cold made it impossible for me to sleep comfortably. I feel fortunate that the elderly man was present; otherwise, my safety could have been at risk. I am disappointed by the lack of responsibility shown by a reputable travel company like Booking.com. I am curious to know why such a situation occurred.

Booking number [redacted] for 2 twin rooms. I arrived in Sofia at Shans 3 as planned for a 3-night stay. Upon presenting my booking form to the receptionist, who did not speak English, I was surprised when she couldn't find our rooms. After some frantic phone calls and waiting, she led us to a subpar room with 3 single beds. We had booked 2 rooms for a reason as I snore and my friend can't sleep well. When we requested a refund, she initially refused but eventually offered 90 lev, about £45, covering one night's stay after consulting the manager. However, my account was charged twice, and I would like to be reimbursed for the rest of the amount.

I recently made a hotel reservation but mistakenly thought it was for a different date. I tried to contact the property manager upon arrival at 1 AM but received no response. Subsequently, I was rudely asked to leave the property an hour ago, which left me feeling antagonized and mistreated. The attendant accused me and my companion of causing a disturbance, even though we were simply waiting outside. I am now in need of rebooking a room for tonight as the manager threatened not to refund my money. I respectfully waited on the property, but the maintenance person demanded I leave abruptly. I expect a refund or alternative accommodations due to the disrespectful treatment we received. Please assist me in finding another hotel for the night and resolving this situation promptly. I can be reached at [redacted].

To whom it may concern, On September 30th, I made a reservation at Hotel Casa Rio Cuale in Puerto Vallarta. However, on September 28th and 29th, Puerto Vallarta experienced a severe storm with torrential rains for two full days and nights. Upon arrival at the property, Casa Rio Cuale, I noticed that the river was nearly reaching the hotel's back door. The noise and intensity of the water were quite frightening, and it seemed like the hotel was at risk. I spoke with Mario about staying, but he was hesitant due to the high water levels and the loud river sounds. Mario did not recommend that I stay and I ended up going to another hotel. I kindly request Booking.com to refund the payment I made for the reservation back to my debit account, as I couldn't stay at Casa Rio Cuale due to the dangerous river conditions. Please take the appropriate action. Thank you, Santos Almejo

During my six-day stay at an apartment near Orbi Plaza with my family, I encountered various issues with the property and the owner. Despite these problems, I wrote an honest review as per Booking's request. Notably, the apartment’s address did not match the one provided in the booking details. Additionally, the owner attempted to persuade me to cancel the booking to reduce costs, persisting even after my refusal. The situation escalated to the owner sending disrespectful and impolite texts following my departure. I am seeking assistance in addressing this matter.

I'm Gerwyn W. I arranged a taxi for Sunday, October 13th, from Franz-Joseph-strafie [redacted] Munchen Airport for 14:55. Our flight from Cairo was delayed, and we landed at 15:10. The driver informed me of a marathon and couldn't reach the airport, providing a location 17 miles away. Unable to reach him, we had to get another taxi to the hotel for 75 euros. I tried to contact Sixt but only have reference number [redacted]1 instead of the required 16-digit code. Unsure if we're scheduled for pick-up at H’Otello /B’01 tomorrow at 10 for our Heathrow flight, could you please verify?

I want to share an issue I faced during my recent trip to Ft. Lauderdale, Florida. I made a car rental reservation through Booking.com for pick-up at the Hertz Rental office located at [redacted] State Road 84, Ft. Lauderdale, [redacted], scheduled for 6 PM. Sadly, upon reaching at 6:10 PM, the office was closed, as they shut at 6 PM on weekdays. Thankfully, an Uber driver familiar with the area directed me to an Enterprise Rental close by. Although payment wasn't required upfront, the inconvenience was frustrating upon arrival. How could Booking.com overlook the operating hours of the Hertz office prior to confirming my booking? I needed to bring this error to your attention for clarification. M. K. [redacted] Polley Drive Youngstown, Ohio [redacted]

Dear Booking.com, I attempted to book a stay at Nuthurst Grange in Solihull, Birmingham for my cousin's wedding on Saturday, March 28, [redacted]. It appears that a booking error occurred as I was charged for a stay on Monday, September 30, [redacted], which I did not make or intend to make. I have already informed the hotel directly and they directed me to contact you for a refund. The hotel manager, Paul Hopwood, can verify that we did not stay on that date. Please refund the charged amount to my bank account promptly. Thank you for addressing this issue. Best, Sarah Catherine Walker

I made a reservation in the Washington, DC area through Booking.com on 10/12/19 at 2:10 pm for the same night. I received a confirmation of the booking. At 6:00 pm, I received a phone call from the property stating the room I booked was not available, and they had nothing comparable to offer. I had three people in my party and required a room with two beds. Upon receiving the call, the DC area was sold out. We eventually found a subpar room in an unsafe area that we had to overpay for. I attempted to contact Booking.com for assistance, but I couldn't find a customer service phone number on the site. I am dissatisfied with this situation. The hotel placed blame on Booking.com, alleging that you had sold me an unavailable room. I would appreciate hearing your perspective before taking this matter public. - William D and Gina Coleman

Upon arrival at Hotel Positano, exhausted after a day of travel, we were directed to a room at Soggiorno Daisy across the street. Confusion arose since we thought it was all one hotel until I realized they were separate with different prices. After some discussion, we were finally given a room in Hotel Positano, which was much more satisfactory. Soggiorno Daisy had various issues like a missing drawer, broken drawer, minimal hangers, and a shaky bathroom light. Now, I am looking for a refund from booking.com for the price disparity as my contract is with them. Kindly acknowledge my concern. Regards, Phil Davey. Booking Reference: [redacted] Travel Dates: 7th-11th October [redacted]. Please, send confirmation of receiving my complaint. Contact me at [redacted]

Hello, I made an error with my email address when booking a room at Hotel Gault in Montreal for a one-night stay on December 12, [redacted]. I did not receive the confirmation due to this mistake. Could you please update my email to [redacted] and resend the booking confirmation? The incorrect email I mistakenly used is [redacted] I made the reservation either on the 23rd or 24th of December [redacted]. I don't have a booking.com account, so I can't correct it online. I don't have a pin or confirmation number, just the information provided. Thank you for your assistance. - Tony A.

On October 14, I tried to purchase Luna Park Melbourne attractions passes through the booking.com app. I was charged $71.85 by "Booking Xperiences Amsterdam" but encountered an error stating my card couldn't be processed. After trying again, another error indicated I had already paid. I didn't receive any confirmation emails and reaching out to customer service didn't resolve the issue. Even my bank confirmed the payment went through, suggesting Booking.com needs to address the problem. I have screenshots available to provide more information. This outing is important for my son with special needs. Any assistance would be greatly appreciated.

I reached out to Booking.com to have my cancellation fee waived. They mentioned they contacted Hampton Inn Woodbury, MN regarding the request and were awaiting a response from the property. After a couple of days, Booking.com informed me that the property was taking longer than expected to reply and advised me to contact Hampton Inn directly to proceed with the cancellation. Upon calling Hampton Inn, they confirmed my cancellation and assured me no fees would be charged since I canceled within the 7-day timeframe. Assuming the cancellation was settled and payments were managed by the property, I was surprised to discover a large unauthorized charge on 10/15/[redacted] from Hampton Inn, exceeding the initial cancellation fee estimated by Booking.com. Despite contacting both the hotel and Booking.com, there seems to be confusion as Hampton Inn denies knowledge of the charge while Booking.com claims the property handles payments and fees. This discrepancy raises concerns about the lack of communication between Booking.com and the hotel, leading to the unexpected charge on my account.

I made a reservation through booking.com for the Blue House Hotel in Marsa Alam from 3/10 to 6/10. The confirmed booking for 2 guests for 3 nights full board was priced at 1,[redacted] Egyptian pounds. We paid in full with a credit card using confirmation number [redacted][redacted]87 & PIN [redacted]. When we arrived, we were unexpectedly charged an extra $90 due to an error indicating we were citizens of Thailand instead of Egypt. The hotel claimed the price we paid was not accurate and insisted on the extra charge. Despite numerous calls to booking.com, the issue remains unresolved, and their customer service declined to assist further. Disappointed by the situation, we left after two days and are now considering involving the Egyptian Consumer Protection Agency to address this unjust payment. Attached are screenshots of the booking confirmation from booking.com and the hotel invoice detailing the additional charges imposed unjustly.

During my recent stay at City Living Suite Tk 3 in St Julians, Malta, I encountered various issues. Upon arrival, numerous amenities advertised were missing, and there were safety concerns. The owners were unreachable at the agreed check-in time, and I had difficulty accessing the property without a physical key to enter the complex. Communication was limited as I had no phone reception and had to rely on intermittent Wi-Fi to contact the owners through booking.com. I have expressed my dissatisfaction with their responses and seek a suitable refund for the inconveniences faced. The lack of essential facilities like a washing machine and mismatched room amenities further added to the disappointment. I hope for a fair resolution from the owners rather than escalating the matter unnecessarily. - Kevin McNally

Subject: Issue with Booking [redacted] I recently had a booking mishap and ended up with a different reservation date than intended. Due to this error, I found myself in a situation where I paid more for a smaller room and was charged twice. This was unexpected and disappointing, especially after seeking clarification from the Holiday Inn representative who reassured me I wouldn't be charged double. Your prompt attention to rectify this matter would be greatly appreciated. Thank you.

Hello, I recently made a booking at the Louis Leger hotel in Prague under the name Emma Stow for November 16-18. I need to change the dates to October 19-21. The hotel confirmed this change without any cancellation fees from Booking.com. I am willing to pay extra for the altered dates, but I want to avoid the cancellation fee. I've been in touch with the hotel, and they assured me this adjustment is possible. I appreciate Booking.com's user-friendly platform and the upcoming Price Match feature for my future European travels until Christmas. Despite this small reservation mishap, I will continue to use Booking.com for my accommodation needs. I look forward to resolving this issue smoothly, thank you.

I made two identical bookings at a hotel, and even though I received confirmation emails just 1 minute apart, I encountered issues where Bookings.com alerted me to a possible account security breach and requested a password change. Despite this, I have been unsuccessful in obtaining a refund for one of the bookings. Attempts to contact customer service by phone were challenging due to long wait times, leading me to suspect technical difficulties with the website. After emailing, I was informed that no refund could be issued, despite not utilizing one of the bookings as confirmed by the hotel. While the hotel showed willingness to assist, Bookings.com remained unyielding. I am dissatisfied with the level of customer service provided, especially the small print of the booking number which could lead to confusion. I am concerned about the occurrence of similar issues for other customers. I would appreciate a call back at [redacted]-[redacted] to resolve this matter promptly, as the email support received so far has been unsatisfactory. I have already provided feedback through a survey but seek further assistance to reach a resolution, considering escalating the matter with my credit card company.