Booking.com Customer Service Issues

I made a hotel reservation for October but it was booked for November instead. The property referred me to Booking.com for the cancellation. Despite canceling on the sixteenth, Booking.com only processed it on the seventeenth. I hope I won't be charged for this. I've been trying to reach Booking.com to correct the dates to November 16th and 17th for my stay at Ocean Sky in Ft. Lauderdale. The confirmation number is [redacted]. I canceled within the required time frame and don't want to be held accountable for someone else's error.

I rented a car through booking.com (booking number [redacted]65) with Gold Car for £80.62, but at the airport, the Gold Car representative did not honor the agreement. After an hour of arguing, I had to accept a new booking at €[redacted]. I'll locate the receipt for the exact amount. The car had a slow puncture, no spare wheel, jack, or compressor. Despite adjusting the tire pressure, it was flat the next morning. Gold Car delayed assistance and after my relative temporarily inflated it, we incurred €17 for repairs at a garage. I'm dissatisfied with the offer of £80.62 refund as I believe Gold Car should reimburse €[redacted], covered by our own Zurich insurance. This situation was a disaster that marred our holiday. As a loyal customer for years, I trust booking.com will resolve this promptly. Thank you in advance. Regards, Susan S. and Frank S.

Upon our arrival at Pension Villa Adria in Fuengerola on September 1, [redacted], our group of 8 found the property to be unacceptable for guests. The place was not as advertised - dirty, outdated, poorly maintained, and overrun by cockroaches. Despite enduring this until September 3, a distressing incident occurred during our stay. While 5 of our group were present, the owner's wife unreasonably confronted them about having drinks near the pool, causing distress to a teenager with Down's Syndrome among others. When we reported this to the owner, he did not offer any apology. Upon experiencing mosquito bites in the garden, along with the unpleasant environment, we decided to leave. The owner promised a refund of €[redacted] for the remaining nights, which we are still waiting to receive. After contacting Booking.com late in the evening, we were relocated to La Cala Crown Resorts at an additional cost of €[redacted], with over €[redacted] spent on transportation. Despite Booking.com promising compensation for extra expenses, they have only offered a €25 voucher, which we find inadequate and insulting.

We encountered an issue with our Booking.com reservation. Originally, we intended to stay at Sea Palace Hotel in Colaba, Bombay but were instead booked at Sai Palace Grand in Malad, which is quite far from where we wanted to be. Despite reaching out to Booking.com on October 12, [redacted], we haven't received a clear resolution yet. It seems there was a misunderstanding as we thought "Sai" meant sea in Indian. Booking.com failed to inform us about the change in location, leaving us feeling frustrated by the situation. We are requesting to adjust our reservation to Sea Palace Hotel in Colaba for January 16-19, [redacted], with 2 single beds. We hope that Booking.com will rectify this error promptly, as we have been loyal customers from Quebec, Canada, who have relied on their services for various trips. Our reservation number is [redacted], and we trust that this issue will be resolved satisfactorily.

I made a reservation at the Country Inn Suites in Asheville, NC for 10/12/19 to 10/14/19. Upon arrival, the assigned room was a handicap room, not specified during booking or check-in. We were moved to a regular room the next morning after a 30-minute wait. I am seeking a refund of $[redacted].75, $16.36 for State Tax, and $14.03 for Occupancy Tax due to the inconvenience and lack of disclosure. My confirmation number is [redacted]9. Thank you. - Elizabeth A. M.

I made a hotel reservation through the American Airlines website at 11 p.m. last night. Today, my sister informed me that she already booked the same hotel for our trip. When I contacted the hotel for cancellation, they were willing to accommodate without any charge, but instructed me to reach out to booking.com first. I've been sending emails to the "reply" address on my confirmation email, thinking it was going to booking.com, only to find out the hotel is receiving them instead. I attempted to cancel my reservation only 10 hours after making it. I kindly request a refund back to my credit card to avoid duplicate bookings.

I reserved a smoke-free, queen bed room at Americas Best Value Inn in Macomb, IL online. However, I received a reservation at the Milpitas, CA location instead. Despite entering my email for confirmation, I never received one. The hotel in Milpitas refused a refund and mentioned a cancellation fee. They advised me to contact booking.com for assistance with this error. I am seeking a refund for this booking mix-up.

My sibling stayed at a hotel in Williams, AZ with confirmation number [redacted]-[redacted].[redacted] on 09/28 & 29/19. They were dissatisfied with their stay and didn't request a refund for the third night. Despite my attempts to reach out, I haven't been able to speak to anyone at the M-Star Route 66 hotel. In room [redacted], the door didn't close properly, causing noise from outside to disturb their sleep due to the wind. The bathroom was cramped, with the shower encroaching on the toilet space. The linens seemed unclean, and the room wasn't tidied between their two nights. Lacking hanging space for clothes, they were directed to another hotel for ice and faced rudeness from the front desk staff when they raised concerns. They stayed a second night hoping for improvements but were denied a refund at checkout. The discrepancy between online photos and the actual room disappointed them, and I believe bookings.com should consider refunding the last night to rectify this negative experience. My name is Sandi, and I am the sibling's sister.

To whom it may concern, I am writing to address the issues concerning the property 'Comfy Cottage' on Swords Road in Dublin, Ireland as advertised through your company. Upon inspection, it was found that the property did not comply with fire safety regulations, including inadequate parking facilities and poor room conditions. The self-catering breakfast items were also missing as advertised. I have escalated these concerns to the Senior Fire Prevention Officer for Dublin and would advise removing the property from your listings. I am seeking a full refund for my booking made on 08.10.19 via VISA Debit Card ending in xxxx [redacted] through 'PAYPAL'. For further information, please refer to invoice ID: [redacted][redacted] under Seller Information: +44 [redacted]. Your prompt attention to this matter is appreciated. Kind Regards, Maureen McGarry-O'Hanlon

I cancelled my reservation for a hotel on Saturday, October 26th, but it's still showing as reserved. I did receive a cancellation confirmation last week. I've been trying to contact [redacted], but no one is answering the phone. The recording keeps asking for my confirmation number, which I've entered multiple times. It's been a week of trying to cancel, and it's frustrating. I'm still waiting on the phone, and the system keeps requesting my confirmation number. This has been a terrible experience with customer service. My name is Gina T. You can reach me at [redacted] or email me at [redacted]

Regarding booking number [redacted]7, I had initially planned to travel with a friend, but due to my hospitalization as supported by a doctor's certificate, I had to cancel and rebook alone. Unfortunately, I missed the non-refundable note and now stand to lose over $5,[redacted], which is a significant amount for me. My friend, a frequent user of your services in New York, was also surprised by this situation. I am planning to rebook for April and hope for a reconsideration of my case, as the risk of losing this money was not intentional on my part. I appreciate your attention to this matter, especially since your bookings typically advertise free cancellation. Thank you for your assistance. Cheers, Nikki.

I reserved what I believed was a private room at a Youth Hostel in The Lizard, Cornwall for 3 nights, but upon check-in, I was given a key to a shared dormitory. Without staying a night, I returned the key. The hostel mentioned that guests booking through booking.com often expect private rooms but end up in shared dorms. Despite being unable to get a refund from the hostel, I was directed to contact you. My booking reference is [redacted]. Being [redacted] miles away from home, I had to find alternative accommodation and could not return home. I feel the booking process on your website was deceptive. I am seeking a refund of £57 for the night I didn't stay. The hostel can confirm I did not use the room and they couldn't refund me. I await your response. Thanks, S. Cullingworth

I recently received a confirmation email from Choice Hotels for a reservation from October 25th to 29th in Little Rock, AR, which I did not book. The hotel mentioned it was prepaid with a Mastercard on July 13, [redacted]. However, after checking my Mastercard accounts, I see no such charge of $[redacted].08. This situation is quite confusing, and I am concerned about this booking. I have contacted the hotel manager about this issue, and they mentioned involving the police if the person who made the reservation cannot provide proper identification and a credit card upon arrival on Friday. I hope this matter gets resolved soon. You can reach me at [redacted] Thank you, Linda Halligan.

I made a reservation at the Tower Hotel in Blackpool through your website, and the experience was disappointing. Upon arrival, there was no reception area, and I had to ask a nearby shop to call the hotel since the advertised number was not helpful. After waiting outside for 20 minutes, a staff member finally arrived. The room was in poor condition with a dirty bed, a blocked sink, and a moldy shower. The manager, Alan, was unhelpful and rude. I requested a refund and had to spend more than planned elsewhere. I suggest thoroughly inspecting hotels before featuring them on your site to avoid such experiences in the future.

I experienced an issue with Capital One regarding Booking.com charging my credit card without providing the service. I made bookings for January 19 and 20, [redacted] in Cebu, Philippines, but when I arrived at the property, nobody was there. Despite trying to contact Booking.com from the Philippines and later from Los Angeles, I couldn't reach them. I contacted Capital One to dispute the two charges from Booking.com, but unfortunately, they were unable to assist me in getting a refund of $60. I would appreciate any help in recovering the funds as I did not receive the service I paid for. Due to the situation, we had to pay additional expenses for transportation and find another hotel during the busy Sinulog period. The bookings were made under the name Orlean Lopez on January 19 and 20, [redacted].

Hello, I previously arranged a taxi from Rome airport to JB Relais Luxury through my Booking.com account under the email [redacted] Unfortunately, the initial order was canceled due to a payment card issue. The following day, I rebooked the service successfully. However, upon reviewing my account, I noticed that I was charged twice - once for the service that went through and another for the canceled one. Despite my attempts to contact Booking.com regarding this matter, I have not received a response yet. I am concerned about being refunded for the canceled service as I should not have been charged for it, totaling $69.92. This occurred on October 9th, and I can provide evidence through text messages showing the cancellation. Please address this at your earliest convenience. Thank you, Bailey J.

Hello, I am a customer of booking.com and recently had a distressing experience at The Landmark Luxury Apartment in Luton, UK. This situation left my family and me without a place to stay after enduring exhausting flights. I am seeking a refund for the booking totaling €84.85. The booking reference is [redacted], with PIN [redacted]. Upon arrival, there was no one at the reception to provide the apartment keys as indicated in the check-in information. Despite waiting for approximately two hours and attempting to contact them by phone, we were unable to reach anyone. The host did not appear at the property to check us in, leaving us stranded on a cold night with my elderly parents.

Dear Team, I am writing regarding the double payment made for the hotel booking at Meral Crown Hotel for guests Ben Upson and Amy Devine on September 24th - 26th, [redacted]. According to Confirmation No# [redacted], a payment was made online but was also paid at the hotel counter by my Boss, Richard Manson, as the initial payment seemed to have been rejected. I have attached the credit card receipt for the payment made at the hotel. Upon reviewing the booking confirmation received on September 15th, [redacted], it is evident that the online payment was deducted from our bank account in October. It appears there was an error indicating the payment rejection when in fact the money was taken from the credit card used during the online booking. We kindly request a refund for the duplicate payment for the mentioned guests during their stay. We await your prompt assistance and resolution. Sincerely, Sharon +[redacted] 56 [redacted]

On 10/12/19, I had a booking at Best Western Saratoga Springs NY but due to a sudden emergency where my husband had to undergo surgery for a hernia and bowel obstruction, we couldn't make it. I called and cancelled the reservation early on the 12th as we rushed to the hospital. I am looking to reschedule our visit to Saratoga Springs for Saturday November 9th, as the hotel has availability for that date. It would be greatly appreciated if we could transfer our payment to the new date to avoid losing the $[redacted]+ we initially paid. I can provide medical documentation such as hospital records or a doctor's note if needed.

Upon arrival, the staff informed us that there would be a $75.00 pet charge plus tax, which was not previously disclosed. Unwilling to pay this unexpected fee, I requested cancellation at the resort, as advised by them. I sent an email last night to inform you of our decision to not stay at the property. Despite numerous unsuccessful phone attempts, the issue remains unresolved. Melissa, a courteous staff member, assisted us during this process. I am hopeful for a prompt resolution from your end. If I do not receive a response within the next 12 hours, I will proceed to dispute these charges with my credit card company. I appreciate your cooperation in this matter. [Redacted]