Booking.com Customer Service Issues

I have a concern regarding my booking at Hotel Lemon Tree with booking ID [redacted] for two rooms from the 2nd to the 3rd of November [redacted]. Despite booking 15-20 days in advance and receiving a confirmed status, the hotel management has called me after 20 days to inform me that there are no rooms available, claiming they had no record of my reservation. I am currently on a family tour in Kerala and have booked five other resorts through Booking.com for this trip. This situation has shaken my trust in this service. I made the booking well in advance to secure good prices and accommodations, hoping to avoid last-minute issues. It is important to me that this matter is resolved as I possess all the necessary booking documentation and will not compromise on this issue. The problem between Booking.com and the hotel cannot be my concern.

Dear Sir/Madam, I am writing to request a waiver for the booking cancellation fee that was not initiated by me. I had a reservation at Oyo [redacted] D'grande Hotel for check-in on October 26, [redacted], at 2 PM. The front desk at the hotel informed me upon arrival that my booking was canceled by booking.com, which I was unaware of as I did not have access to my email due to not having a local sim card or data. Due to the peak period, I had difficulty finding another room and ended up booking a hotel through booking.com near D'grande Hotel. However, upon checking the location, I realized it was far from Nagoya Hill, where I wanted to be, so I canceled the booking. I tried to find another hotel near Nagoya Hill but faced challenges due to limited availability. Eventually, I found a room at Hotel Kolekta, but upon check-in, I discovered that many non-local residents staying there were refugees or asylum seekers, making me feel uncomfortable and unsafe. Despite this, I had to stay as most hotels were fully booked. I have never encountered issues with booking.com before, and this experience has left me dissatisfied. I kindly request booking.com to consider waiving the cancellation fees for the canceled bookings at Oyo [redacted] D'grande Hotel and Hotel Kolekta. Confirmation numbers: [redacted], [redacted] Regards, A.T. +65 [redacted]2

I recently lodged a complaint with Britannia Hotel East Didsbury concerning a reservation my wife had stayed at yesterday. I was extremely dissatisfied with the service from the hotel, so I reached out to booking.com. I received a brusque call from a customer service representative named Rob who continuously interrupted me as I tried to describe the awful experience my wife endured at the hotel. When I attempted to explain the distress my wife felt due to a physical assault on a female guest in the adjacent room and the lack of concern from the hotel staff, Rob dismissed my concerns and insinuated I should have checked reviews prior to booking. Despite my efforts to address the unprofessional behavior of the hotel staff and the lack of assistance I received, Rob from booking.com was discourteous and refused to listen to my grievances. I emphasized that I have always been a valued customer of booking.com and have never encountered such treatment before. Rob's dismissive and rude attitude towards me and the entire situation was unacceptable. I requested to escalate the matter, but Rob declined and abruptly ended the call. This level of customer service is truly disappointing.

On Wednesday, October 23, [redacted], we had a reservation at Comfort Hotel Centre in Perpignan. Unfortunately, we encountered transportation issues due to a car rental refusal in Nîmes. We had to arrange alternative travel from Nîmes airport to Marseille and then Uber to Cezanne in Aix-en-Provence because of heavy rains and flooding preventing us from reaching Perpignan. Despite attempting to contact both your company and the hotel in Perpignan during the storms, we did not receive any assistance or responses. Eventually, we had to take a high-speed train, which was halted in Montpellier due to track damage from the weather. We had no choice but to stay overnight in Montpellier and take a bus back to Barcelona the next day. The lack of customer service support during this ordeal has left me disappointed, and I am unsure if I will use your services in the future. We also had to pay for an additional night in Perpignan because we couldn't reach anyone to rearrange our stay, significantly impacting our vacation experience.

Dear Mr. Fogel, I am writing to express my dissatisfaction with the issues I encountered on the Booking.com website, which resulted in a double booking of accommodations in Braunschweig, Germany from September 23rd to 25th. The initial booking was for THE LOFT LODGE - Suiten, made on September 4th, with Confirmation number: [redacted] and PIN code: [redacted]. However, when we checked the website on September 20th, the booking was not displayed. Assuming the booking was canceled, we proceeded to make a second booking at Vienna House for our business meetings, incurring an unnecessary cost of [redacted].90€. The second booking confirmation number is [redacted] with PIN code: [redacted]. I am eager to hear your perspective on this matter and work towards a favorable resolution. Best regards.

I need help getting a refund from this situation. It’s been a complete nightmare. 1. Initially, booking.com charged my card without my permission, even after a failed transaction. I only found out later that the funds were debited from my account without my consent. 2. Upon arriving at the off-site rental agency, I witnessed a disturbing argument between the clerk and another couple over policies. When it was my turn, the clerk was combative when I asked about the holding fee and insisted on a credit card, then changed his mind about using my debit card. The experience was so bad that the clerk called me "silly," threatened me, and kicked me out. The bus driver even confirmed that other customers had similar encounters with the same clerk. I seek a refund and urge that this feedback reaches the owner/manager of Routes Rental in Atlanta to address this behavior promptly.

I reserved the Apartment tout Confort in Le Mans for tonight, 28 Oct, but received an email declining the request. There seems to have been confusion about the arrival time specified as 5-6 pm, which might have been misinterpreted as 5-6 am and led to the decline. Upon arriving at 2:30 pm, no one was there. After trying to reach the contact number and getting no response, we returned at 5:30 pm and waited until 6:15 pm, still without anyone showing up. Despite receiving an email at 5:43 pm inquiring about our arrival time, we could not reply due to limited access to sending emails. We have secured alternative accommodation. Seeking a refund for the payment made via Visa card to Apartment tout Confort through Booking.com.

I recently canceled a reservation at the Hampton DoubleTree in Breckenridge, Colorado, for the first week of July [redacted]. Even though I received cancellation confirmations from booking.com for both reservations I made, totaling $[redacted].48 charged to my Mastercard, the hotel has not refunded my payment. The hotel claims it is booking.com's responsibility, but the charges appear on my statement as Hilton. I tried contacting Hilton, but they referred me back to booking.com. I need assistance in getting a refund of $[redacted].48 to my credit card for the canceled reservations under confirmation numbers [redacted], pin [redacted], and [redacted], pin [redacted].

I recently canceled a reservation at the Hilton DoubleTree in Breckenridge, Colorado for the first week of July ****. Even though I received a cancellation confirmation from Booking.com, I have yet to receive a refund of $***.**. The charges on my Mastercard statement are showing as Hilton, not Booking.com. The two confirmation numbers related to this issue are ********** pin **** and ********** pin *****. I have contacted Hilton regarding the refund, but they directed me back to Booking.com since the reservation was made through them. I kindly request assistance in ensuring the refund of $***.** is processed back to my credit card. Thank you.

I am Roberto G. De Chavez from the Philippines. I made a booking at Microhotel Hongkong located at [redacted] Alhambra Building Nathan Road from October 25-28, [redacted]. Unfortunately, they charged me twice for different amounts. The original booking was PHP 4,[redacted] or HK $[redacted].08, but during my inquiry, it was HK $[redacted], and on the official receipt, it showed HK $[redacted]. The hotel collected the extra payment of PHP 11,[redacted].00 via BDO bank on two consecutive dates. The hotel staff I spoke to denied responsibility for the collection, and I couldn't reach the finance person for clarification. Please assist me in connecting with the hotel to resolve this issue. I have used Book.com twice before for my travels and trusted them, but this experience has been disappointing. Please help address this matter promptly to avoid similar incidents for future Microhotel guests at the mentioned address. For contact, kindly reach me at +[redacted] [redacted]. Thank you for your prompt assistance.

I received a message from the property owner in Gatineau, Quebec, informing me that the property I had booked was unavailable on the dates specified on the website. I was advised to request a full refund as I will not be able to stay there. Booking Number: [redacted] Check-in: October 31st Check-out: November 4th The owner stated that there was an issue with the Booking.com system, and the space was not available for my requested dates. The message included an apology for the inconvenience. Property Name: Guest Suite next to Gatineau Park Guest's Name: Gunnar Heiberg I was asked to rate the communication from the property and provide feedback to Booking.com. © Copyright Booking.com [redacted] I am confused as to why I received this message.

A friend and I made a reservation for a one-night stay at Angelee Bed and Breakfast in Blackpool on October 26, [redacted]. We had reserved a twin room for £60, hoping for a clean and cozy place to rest. Upon arrival, we were given keys to room 19, which was already occupied by a naked drunk man. After raising the issue with the landlady, we were moved to a family room with bunk beds and found unclean bedding left from the previous guests. Despite our concerns about safety and cleanliness, the landlady was unhelpful and refused to refund our full payment. After contacting Booking.com, we were promised a partial refund, but the landlady did not honor this agreement. Following multiple calls to Booking.com, we only received £30 back. Disappointed and feeling mistreated, we left the unpleasant accommodation and intend to escalate the matter to the ombudsman. This experience was far from what we expected and we felt unsafe staying in a room we did not book, especially with 45 rowdy guests around.

Booking Confirmation Number: [redacted].[redacted].[redacted] Pin Code: [redacted] Name: Kian Huat Ong Subject: Booking Adjustment Request I mistakenly booked two rooms at Pullman Sydney Hyde Park Hotel for February 28th to March 1st, [redacted], when I only required one room. Pullman Sydney Hyde Park Hotel directed me to contact Booking.com for assistance with canceling one room. I am now seeking guidance from Booking.com on how to proceed with canceling one room from my reservation. I understand my error and apologize for any inconvenience caused. Your prompt attention to this matter would be greatly appreciated. Thank you. Best regards, Kian Huat Ong

I made a reservation through booking.com for a stay at East Norwich Inn, Long Island NY on Oct 11 and 12, leaving on the 13th for a wedding on Oct 12 at noon. Despite entering the correct dates, the website changed them to Oct 10, 11, and leaving on Oct 12. After noticing the error, I canceled my bookings. Even after multiple attempts, the dates continued to change. I eventually called the hotel directly and successfully booked the correct dates. While the direct reservation was confirmed, I never received confirmations for the canceled online bookings. I was incorrectly charged $[redacted].69 and $[redacted].10 on my debit card by the hotel. I am requesting a refund of $[redacted].69 for the canceled booking.

Hello, I'm Asanda. I had booked a stay at Rauch Manor Guest House, but upon arrival, I discovered it was locked. I contacted the number provided, and was informed the guest house no longer exists. I was advised to contact my bank for a refund. However, my bank mentioned the transaction was not visible in their system. After a couple of days, Booking.com confirmed they received the payment, but I still haven't received the accommodation or a refund. Can you please assist in processing my refund? My confirmation number is [redacted], pin [redacted], and the reference number for the transaction is [redacted]33. Thank you.

Dear Customer Service, I have a booking confirmation [redacted] and would like to extend our stay for an additional night on September 30, [redacted]. I recently received an email from booking.com stating that we could add September 30 in the same two rooms we have booked from September 26 to 29. The email mentioned that breakfast and Tax are included for 2 people starting from NOK [redacted] and a single standard room starting from NOK [redacted]. The term "from" suggests that there might be additional charges. Before confirming the extra night on September 30, we would like clarification on the total amount to be paid. I appreciate your assistance with this matter. Additionally, I am unable to call due to not knowing my telephone pin number. Could you please advise on how to set up a pin number? Best regards, Gail S.

I made a reservation through booking.com at the Melbourne Ardenlea in Shanklin, IOW for one night but encountered an issue upon arrival. Despite booking a double room and being charged for it, the hotel claimed that only a single room was reserved. They had no other available rooms and assured a refund, which I have yet to receive. As a result, we had to book a more expensive alternative accommodation for the night. This unexpected cost has significantly impacted our trip expenses. I can be reached at [redacted] with booking reference number 15684booking.com for further assistance and prompt resolution of this matter.

I made a reservation for a three-day stay at the Economy Inn in Danville, VA, USA, but later changed it to a two-day visit. I received confirmation of the change from Booking.com. However, upon check-in, the owner did not have the updated information. After showing him the paperwork, he agreed to the change, but I was still billed for three nights. My confirmation number is [redacted], with PIN [redacted]. I have reached out to my Visa office for assistance.

We were recently charged for a night's stay at Hilton Home2 Suites. My husband accidentally booked the wrong room, and we promptly called to cancel the reservation within 5 minutes of making it. We were assured it was canceled. Nevertheless, we just received a receipt from Hilton showing the charge on our account. I have been on hold with booking.com for over 30 minutes, still waiting to speak with a representative.

I reserved a superior room at Four Views Monumental Lido, Madeira through your website, but unfortunately, the room assigned had a bathtub which is not suitable for me due to my rheumatoid arthritis. The hotel changed my room from the 10th floor superior to the 8th floor with a shower. They mentioned that I should contact you for reimbursement as they were unable to refund me. The cost difference is significant. I paid [redacted]€ for the room with reservation number [redacted]. I have been a loyal booking.com customer for over a decade and would like to continue using your services. I would appreciate any assistance you can provide. Regards, B.B.