Booking.com Customer Service Issues

I made a room reservation and asked about handicapped parking. Unfortunately, I wasn't informed beforehand that the hotel didn't have ADA accessibility. Upon arrival, we found out there were no ground floor rooms, elevators, or indoor stairs. Due to being in a wheelchair post-surgery, I had to crawl up wet outdoor stairs, getting dirty and exhausted. Friends had to carry the wheelchair up. Upon reaching the room, the narrow bathroom couldn't fit the wheelchair, forcing me to hop, which was difficult and unsafe. This experience was a nightmare. I would not have stayed here if I knew about the lack of accessibility. While booking over the phone, I assumed a Super 8 under new management would have ADA accommodations.

I will soon be losing access to my current email address at [redacted] I attempted to switch my email to [redacted] but realized I have an account under that email with no bookings. Could you please either merge both accounts under the new email, or delete the account under [redacted]? Ideally, I would like the email on my active account with bookings (currently under [redacted]) to be changed to [redacted] Thank you.

I made a reservation at the Best Western Plus Whitewater Inn at [redacted] Comfort Drive, Harrison, OH [redacted], with a phone number [redacted]. My booking.com confirmation number is [redacted].[redacted].[redacted], and the Pin Code is [redacted]. Despite booking a NON-SMOKING room, when we entered room #[redacted] at 9:50 pm on 11/1/19, it reeked of cigarette smoke. Considering my son's health, we could not stay in that room. The clerk at the hotel was unhelpful, claiming they were fully booked and couldn't relocate us. Instead, she canceled our reservation and advised me to contact booking.com for a refund. I trust my credit card won't be charged the $[redacted].59 as this was supposed to be a NON-SMOKING room, which was not the case. We got a room at the Holiday Inn Express but had to pay $[redacted] due to the last-minute booking. I request assurance that my credit card will not be charged in this situation.

I saw pictures of the room with a microwave and a fridge. I also requested these items but didn't receive them. Additionally, I gave a cash deposit that was given to someone else, and they added my friend's name to the reservation without my permission. The reservation was only for one adult, but they gave my friend a key before me. I signed the paper quickly and had to rush back to work. This is unacceptable. They need to call me back at [redacted] promptly.

I made a reservation at Helios Hotel in Benidorm for four rooms from 1/11/19 to 4/11/19. Unfortunately, due to a family emergency, I had to cancel my room after the rest of the group had already checked in and paid for three rooms. The hotel asked me to cancel my room through Booking.com. I mistakenly canceled the entire booking instead of just my room, which resulted in a cancellation fee of over £[redacted]. The hotel was fine with the three booked rooms being used. I am reaching out to request a refund for the cancellation fee as it was an error on my part. I am a regular user of Booking.com and this situation was both heartbreaking and unforeseen. Thank you for your consideration. - Elizabeth B. Booking Reference: [redacted] Reservation Number: [redacted] PIN: [redacted]

Hello, I am currently a guest at Palma Hotel and I am disappointed with my experience. Today, the top floor was messy due to the windy weather, which has since calmed down, but remains unclean. Additionally, there is no open bar on Sunday and Monday, which I find unacceptable. The cushions are also wet. The overall condition of the hotel is worn, as evidenced by a dirty reception curtain and a dusty, dark room with minimal space between the bed and the wall. A staff member offered to change our room for an extra 70 euros per night, which was not an ideal solution. Due to these issues, I would like assistance in moving to a different room promptly. I prefer addressing concerns directly rather than on review websites. Thank you for your help. Sincerely, Vicky Gibbs

I believed I had successfully booked a 2-night stay at a "stunning modern lodge" in Port Seton from November 1st to November 3rd for £[redacted]. The booking was under Louise Norris, paid for with my debit card (Gordon Herriot). Contact email: [redacted] Booking reference [redacted], PIN code [redacted]. Unfortunately, we never received a confirmation email, and when I followed up with Paula, the owner, we were informed that no reservation existed under either of our names. Despite this, an email requesting a review of our stay was sent to Louise, who did not go on the trip either. As there was no booking found, I am requesting a full refund of £[redacted]. This situation was not intentional, but due to a genuine misunderstanding. Thank you for your attention. Regards, Gordon Herriot.

Dear All, I am writing regarding a recent summer booking I made through your website at Gasthof Mitteregger hotel. I have been double-charged for my stay and have unsuccessfully tried to contact the property via phone, email, and in-person visits. Unfortunately, I have not received a response. I am seeking a prompt resolution to this matter and a refund of the duplicate charge. Please see attached the necessary documents along with my booking details: - Hotel name: Hotel Gasthof Mitteregger - Hotel address: Schlossstrabe 9, [redacted] Kaprun, Austria - Booking under: Ayesha Muhanna Al Qubaisi - Stay dates: Tuesday 6 Aug, [redacted] - Monday 19 Aug, [redacted] Duplicate charges on bank statement: - 8 Aug [redacted]: AED 18,[redacted].82 - 22 Aug [redacted]: AED 18,[redacted].44 I urgently require a clarification and a refund. I look forward to your prompt assistance in resolving this issue. Regards, Reem

I had a booking at Hotel Helmi in Turku, Finland, with confirmation number [redacted] for September 24. Upon arrival, I discovered the hotel was closed. After seeking information at a local gas station, I learned they had canceled my reservation due to an expired credit card. This cancellation was unexpected, as it hadn't occurred at other hotels during our trip. We had to quickly find a new place to stay, paying [redacted] Euro instead of the original [redacted] Euro rate. Additionally, we incurred extra costs of about 40 Euro for two cab rides. The experience was disappointing, and I believe a refund for some of the additional expenses incurred is warranted. Thank you, G. S. Ford.

Hello, I'm Michelle Langley. I had a reservation with Southwest at the Museum Hotel in Oklahoma City, which I cancelled. The charge is still pending on my company card. I rebooked with Southwest for another property. Details below: Michelle Langley Reservation: Museum Hotel in Oklahoma City Dates: 11/6-11/8 Booked on: October 25th Hotel Confirmation: [redacted]8 Hotel Cancellation Number: [redacted]2 No booking number from booking.com received, only hotel booking and cancellation numbers. The hotel provided the number [redacted] for assistance, asking to speak with Amy. Struggling to connect by phone, I submitted an online help ticket without success. Hotel provided this email as a last resort. Thank you for your help, Michelle Langley

I made an early booking at Charnwood Hotel Skegness and was willing to pay extra for the room, but was offered a tiny room initially. After speaking to the receptionist, I was able to get a larger room, however, as a person with a prosthetic leg, I am concerned because the room allocated is up some steep stairs. I want to pay for the extra night but I am worried about my safety for the rest of the week, especially because their lift is out of order. I am a loyal Booking.com customer and trust that you can urgently find an alternative option for me. If not, I may need to look for accommodation elsewhere. My booking reference is [redacted]. Thank you, Peter W.

Dear Customer Service/Resolver, I am writing to share my recent experience while staying in Venice through a booking made on Booking.com. My elderly parents who have health issues were with me on this trip. Upon arrival at room 1 Calle Zen [redacted], Santa Croce, [redacted] Venice, we found the apartment door locked despite instructions that it would be open. After facing challenges getting in touch with the apartment owner, we eventually gained access to the apartment to discover it was already occupied by another family. We were moved to a different apartment, causing stress and exhaustion to my parents who could barely walk. The subsequent events, including returning to find uncleaned premises and unfriendly cleaners, further added to our distress. This situation marred our holiday experience and left us in a difficult position, forcing us to spend extra money on an unexpected meal. I kindly request reimbursement for the disrupted first night amounting to £[redacted].5, as this was not the relaxing break we had hoped for, due to the fault of Booking.com. I trust you will address this matter promptly and provide details on the reimbursement process. Thank you for your attention to this issue. Sincerely, Helena Manchip

I arrived at the Medıkule(2) 2+1 apartment on Saturday, November 2nd, which had been booked through Booking. Unfortunately, the location map was unclear, leading to difficulties in finding the correct building. The security at the compound prevented our entry as the location description lacked a specific building number. After multiple attempts, contact was made with the property over the phone, resulting in a delay of over 40 minutes before being allowed in. To our surprise, there was no one present to hand us the keys, with instructions to locate them near the door, a less than ideal welcome for guests. Additionally, we were informed that the originally selected apartment was not available and a different one was offered instead. Despite asking for a proper in-person check-in, we were told to wait longer for assistance, causing us to seek alternative accommodation for the night due to the unacceptable delays and lack of organization. The property manager's excuses for the situation were unsatisfactory, including an inaccurate claim that our phone number was missing from the booking. As a regular booking customer, this experience was highly disappointing and I respectfully request a refund for the booking, considering we were unable to stay at the property. Thank you. - M. Dauleh

Hello, I am currently using Stays York as my property host. Yesterday, upon checking my property, I noticed that Booking.com had restricted further bookings. Stays York mentioned a discrepancy regarding a deposit payment that Booking.com had conflicted information on. Despite the payment being processed, the booking was still allowed. In the event of such issues, it would be beneficial to notify the host beforehand to address and resolve the matter prior to any booking restrictions. This sudden action has resulted in missed booking opportunities for my property. Furthermore, Stays York has attributed booking description changes requested seven weeks ago to the issue. It seems unlikely that these changes could have caused such a problem, given that modifications to property descriptions on Booking.com are typically promptly updated. I am now contemplating whether to continue with Stays York or explore managing the property myself. I have attempted to contact customer service unsuccessfully and would appreciate any assistance. Thank you, Caroline.

I made a reservation for a double room at The Green Valley Resort in Kaddukhal through Booking.com on 17.10.19 under reference No.[redacted]. I booked it for 3 nights from 29th October to 1st November. When I tried to make a deposit with Booking.com, I received a call from someone named Binay Sharma, claiming to be from the hotel, insisting I deposit Rs. [redacted] into his account to prevent cancellation. I couldn't reach Booking.com for clarification, so I reluctantly deposited the money. The service at the hotel was appalling - the room was substandard, breakfast was lacking, the atmosphere was poor, and basic amenities like light and water were scarce. The hotel staff consisted of just one person named Ramesh who had to juggle multiple roles to manage everything. I feel I was greatly overcharged for the poor service I received and I strongly urge Booking.com to reconsider promoting this establishment to customers.

Dear Reservation Manager, I have been a guest at your hotel for over 6 years and recently booked a stay through Bookings.com. Due to an error, I mistakenly reserved 1 night in December and was charged €72 even after canceling (Confirmation [redacted].[redacted].[redacted]). I have rebooked for the correct dates, 3 nights in February [redacted] (Confirmation Number [redacted].[redacted].[redacted]). I am inquiring if there is a possibility to receive a refund for the initial booking or perhaps receive complimentary breakfast during my stay. I reached out to the hotel via email, and they advised me to contact Bookings.com. I appreciate your assistance in resolving this matter. Thank you, Carmel Lino Pisani First Empire Ceramics Co. Ltd Malta Tel: 00[redacted]5 I await your response after getting in touch with Bookings.com.

During my recent stay at [redacted] on the River in Woodstock, Vermont, booked through your website, I encountered several disappointments. The hotel itself was pleasant, but the stay was less than satisfactory. The bed was incredibly uncomfortable with a plastic mattress protector, and the linens felt stiff as if they were washed with starch. The hot tub area had hazardous wood with exposed nails around it. Upon check-in, we struggled to find parking due to bistro customers taking up spots, leaving us to park at the back of the hotel and carry our belongings up two flights of stairs without assistance. It's disappointing that the hotel didn't prioritize parking for its guests. Additionally, I found mold spots around the shower and above the bathroom door, which was concerning. Overall, the hotel's lack of customer service and maintenance issues left me feeling quite let down.

I made a booking on bookin.com on 2/5/19 for a 3-night stay at Hotel Monumento Pazo de Orban from June 4 to June 7, [redacted]. I cancelled for free on 2/9/19, but the hotel charged me $[redacted].99 on 6/5/19 and never refunded it. I called on October 6, [redacted], and they denied knowledge of this. I demand a full refund to my MasterCard ending in [redacted] for booking # [redacted].[redacted].[redacted]. This unauthorized charge is like theft, and their behavior is unethical. I hope you take action promptly to resolve this matter. Thank you.

Hello, I need assistance with a charge for a room I didn't stay in, which was over $[redacted], causing financial strain and overdraft. Although I didn't cancel the booking on time, I requested fee waiving but never got a response. I was supposed to wait for a response before canceling per the booking site. Also, I provided my MasterCard but my Visa check card was charged without authorization, possibly by the hotel I stayed in on Nov. 1-2, [redacted]. I realize there are cancellation fees, which I forgot due to personal challenges including a family death. I ask booking.com to refund at least half the fees considering the situation. I've informed my bank, and an investigation is ongoing for this dispute. Thank you for your assistance.

I made a booking on Booking.com for O'Sheas Tramore last night for January. The total cost was €[redacted], but I noticed the "pay now" box was automatically selected when I clicked to confirm the booking. In the past, you had to manually select "pay now," so I was surprised by this new policy. The €[redacted] was deducted from my bank account, causing me to cancel the booking due to insufficient funds. It's been over 12 hours since I canceled, and I have yet to receive a refund. My family and I frequently use Booking.com, but if this issue is not resolved promptly, we may have to reconsider. This is the second problem I've encountered in less than a week. If changes were made to the checkout process, an email notification would have been appreciated. I kindly request a refund to be processed by the end of the day.