Booking.com Customer Service Issues

Good day, I would like to inform you of a situation I encountered with a booking I made through booking.com on November 9, [redacted]. The confirmation number for my fully paid reservation was [redacted]. Upon arrival at the Prestige Apartments, I was told that the room I booked was not available. I had to wait until 10:30 PM to receive a lower standard apartment at Max Apartments in Rivonia. This experience was disappointing, as the accommodation did not match the value of my payment. I am requesting a full refund for this inconvenience. If I do not receive a positive response promptly, I may take my concerns to social media. I appreciate your immediate attention to this matter. Thank you, S.C.

I made a reservation for accommodation in Adelaide, South Australia, at Glenelg Beach Resort, now known as Liberty Towers, at a price of $[redacted] for three nights. Upon my arrival at 5 pm, the owners were unaware of my booking and the apartment was not prepared. After waiting until 7:30 pm to check-in, I learned that payment needed to be made directly to the owners and credit cards were not accepted, resulting in a new total of $[redacted]. Additionally, a cleaning fee of $[redacted] was charged despite the owners stating they do not provide daily cleaning as originally indicated. I am disappointed with the recent service, especially after a previous unsatisfactory experience in New York. I have not settled the payment for this accommodation yet. Thank you.

Hello, I encountered an issue with my recent booking on booking.com at the Country Club Hotel in Dubai. I made a reservation and received confirmation number [redacted][redacted]84 with PIN code [redacted]. Despite waiting for an hour, I did not receive confirmation. Upon visiting the hotel, they also did not have my booking. After waiting in the lobby for nearly 4 hours, they eventually allowed me to check in upon receipt of a confirmation. Unfortunately, I woke up the next morning to a message from booking.com stating the booking was canceled, but I am unsure who canceled it. The rate I booked was [redacted] AED, already deducted, yet the hotel is now charging me a higher rate. I have attempted to contact customer service numerous times, but the automated system requires a confirmation number and 4-digit pin, which I do not possess. I entered the reservation number and 6-digit pin from the email but still encountered issues. Any advice on how to proceed would be appreciated. Best Regards, Mohamed Said

I accidentally booked a room in a&o Hamburg City hostel instead of a&o Hamburg Reeperbahn for my son, who has anxiety issues, for tomorrow. The room is non-refundable, and I cannot afford to pay for another room. I spoke to someone at a&o Hamburg City, and they mentioned that the booking could potentially be transferred with your approval. I am reaching out to see if it's possible to transfer the booking over to the correct location. Your assistance in this matter would be greatly appreciated as it would help me out of a difficult situation.

I made a reservation on Booking.com for Titanic Apartments in Belfast with Confirmation Number: [redacted] expecting a view of the marina and mountains, paying [redacted] pound sterling. Two other couples booked through Vrbo for 2 bedroom apartments at the same place with marina views, each paying [redacted] pound sterling for the same dates. When I contacted Chris Johnson of Platinum Management Group, who was unhelpful, he mentioned only addressing my concerns to avoid a negative review. Despite seeking help from Booking.com and sharing my dissatisfaction while staying at Titanic Apartments, I received no response. I am deeply disappointed with the lack of resolution and communication from Booking.com.

Hello, I am reaching out to address an issue concerning the refund of my security deposit of €[redacted]. Despite multiple attempts to communicate with the property owner, expressing my disagreement with the repairs and damages claimed, there has been no resolution. The cleaning fee for 2 additional hours is puzzling since we thoroughly cleaned the apartment before leaving, including fixing a broken cup we found upon arrival and a broken knife handle we didn't use. Additionally, damages like a broken shutter and a crease in a blind were pre-existing upon our arrival, which we did not alter. I acknowledge any stained towels due to product use and am willing to cover the cost of replacement. As a seasoned renter in Spain for 15 years, this delay in returning my deposit is distressing, particularly after a trip meant to celebrate my late mother's 80th birthday. I seek clarity on how booking.com safeguards renters from unjust claims and the process to dispute such claims. I sincerely hope for a swift resolution to this matter. Best regards, Caroline Rios

I received a quote of P6072 for a 3-night stay but was billed P6864. I am seeking clarification on this discrepancy or a refund for the difference. Here are the booking details: booking confirmation number [redacted] for Coral Garden Beach Resort. The payment confirmation shows I paid P6864, yet the total price stated was P7392. The room details and payment breakdown are mentioned in the email. Your prompt attention to this matter is appreciated.

Subject: Inquiry Regarding Booking No: [redacted] PIN: [redacted] Hello, I am reaching out to check on the status of my claim associated with the booking mentioned above. On September 7th, a charge of €[redacted] was debited from my account for accommodations from October 9th to October 13th at Calle Eucalipto NUMERO 7, Ronda, Spain. Upon arrival in Ronda, we mistakenly waited at the rear of building number 7 while not being met by anyone. Due to the foul smell resembling sewage emanating from the building, we had to find alternate accommodation for 3 nights. My phone ran out of credit preventing me from contacting the host until later that day via wifi. We were eventually shown where the apartment was located. The following day, the host picked us up at 3:00 pm and led us to the apartment. Interestingly, it was in building number 6, not 7. The street name, Calle Eucalipto, was not visibly displayed and was apparently the name of the unmarked rear alleyway. We were not given a tour of the apartment. Please provide updates on the reimbursement process for the double-booked apartment we were charged for, along with a €10 cleaning fee for a place we never entered. We believe this to be a case of fraud. Any information on whether this booking was made through booking.com would be appreciated. Kindly keep us informed of any developments regarding the refund. If handling this issue proves challenging, please notify us, and we may involve our bank. Thank you, regards, A. Wilson

I had a frustrating experience with Booking.com's customer service. The phone number provided was not helpful and only directed me to automated messages. It was impossible to speak with a real person to address my complaint. I expected to be charged by the hotel closer to my reservation date but was surprised to see Booking.com charged my credit card right after I booked. I plan to cancel my reservation and book directly with the hotel. I will request a refund through the online cancellation process.

I have a complaint regarding an overcharge of $25 US during my stay at the apartment rented from Mariano Haymes in Buenos Aires. The agreed price was $[redacted] US, but he charged my card without informing me, citing a supposed special request for early check-in at 1pm. Despite our email exchange mentioning my arrival time would be around 1pm, I was locked out until a stranger helped me contact Mariano. He claimed Booking.com's policy required a $25 charge for check-ins outside 3-5 pm, which contradicted our emails. Mariano suggested contacting Booking.com for a refund but doubted their responsiveness to customer complaints. I solely communicate via email due to using a tablet and feel disappointed not by the money but by the breach of trust, especially from companies like Booking.com.

Hello. I arrived at Villa de Santis in Italy on Monday, but they were not expecting me. Despite emailing them in advance and receiving confirmation, the gate was closed upon my arrival. I was booked to stay from Nov 10th to 15th but only stayed from the 11th to the 14th. Stranded in a new country with a non-working phone, I sought help from a local who contacted the villa for me. After finally gaining access at 3:30pm, I was upset to find the place deserted. Despite showing my booking information, I was given a cold room with no hot water as the only guest. The staff informed me that November is not a tourist season in Montefranco, leaving me puzzled as to how this oversight happened on booking.com. I am requesting compensation for the two nights I did not stay. I recommend verifying the operating seasons of the villa before allowing bookings to avoid similar incidents in the future. Looking forward to hearing from booking.com soon. Thank you, Tharuna

I have reserved a vacation home in Whangaroa, Northland, NZ for January 4th to 11th through Booking.com with reference number [redacted]. The property owner, Maksim Malkov, is asking for an upfront payment of [redacted] British pounds to a German bank. This seems suspicious as the price is unusually low considering all the listed amenities, including breakfast. Before proceeding, I would like to verify the legitimacy of this booking to ensure it is not a scam. Kindly investigate this listing to confirm the availability of the property on the specified dates, the accuracy of the cost, and the credibility of the owner. Your prompt feedback on this matter is greatly appreciated. Thank you, Marilyn Hawke.

I made a reservation to stay at this hotel for a concert to celebrate my boyfriend's birthday. Today I arrived at 4:00 p.m. for check-in at 3:00 p.m., only to be informed that there were no rooms available. After a two-hour wait, I had to quickly change in the public bathroom instead of freshening up properly due to the delay. Even when we left at 5:50 p.m. (an hour late for the concert), they still couldn't provide a room. Feeling upset, we decided to skip the concert and head home as my boyfriend's celebratory gift was tarnished. I'm requesting a full refund and the cancellation of my booking. Although the room was originally non-refundable, their failure to fulfill their end of the agreement has left me unwilling to stay or pay for their mistake. This experience has been terribly disappointing.

Dear administrators of Booking.com, I am writing to address an important matter regarding the listing of "Shohrud Hotel" in Bukhara, Uzbekistan. The hotel is family-owned and provided a lovely stay for me and my colleagues. However, there seems to be an issue with the location information on your website. The hotel's actual location differs from what is displayed on Booking.com by 2 kilometers. The owners, particularly an elderly gentleman, have tried to correct this without success due to their limited understanding of the internet. This misinformation could be causing them to lose potential guests. I personally tried to assist by contacting Booking.com on their behalf using their account, but unfortunately, there has been no response or correction. I kindly request your assistance in resolving this matter to help the hotel. Please feel free to reach out to me if you require further information. Best Regards, Shovkat K. +[redacted]78 (WhatsApp)

Dear Ultra and booking.com, I received a confirmation email for booking the Ultra Lux apartment in Providence, Rhode Island on November 5th, [redacted]. Due to my granddaughter's illness and advice from her physician not to travel long distances, I decided to cancel my reservation. I emailed my cancellation request on November 8th, [redacted], and after getting no response, sent multiple follow-ups. With no reply, I contacted booking.com customer service on November 11th, [redacted], to resolve the issue. The cancellation was confirmed on the same day. Surprisingly, on November 12th, [redacted], I received an email both confirming my reservation and notifying me of a charge of $[redacted].14 on my MasterCard, contradicting the cancellation. The cancellation policy highlighted in red in an email stated no charge if canceled before November 13th, [redacted], and a $[redacted] charge thereafter. I firmly believe I was wrongfully charged and request a full refund. Thank you, Beverly Mitchell

I encountered issues with my payment when booking the Edwardian Hotel in San Francisco. Despite the delay in processing my payment, I finally managed to secure a reservation for Thursday, 11/21 to Saturday, 11/23. The hotel instructed me to make changes through booking.com, but I encountered difficulties reaching them due to a missing PIN. I have reservation numbers [redacted]-[redacted]-[redacted] and [redacted]-[redacted]-[redacted] that need to be sorted out promptly. The booking process has been confusing, and I am seeking a resolution to these multiple reservation problems without being unfairly charged for any errors. I was unable to cancel within the specified time frame for a full refund due to the payment delay. I can be reached directly at [redacted] for further assistance.

I have bookings for Bologna with confirmation numbers #[redacted].[redacted].[redacted] and #[redacted].[redacted].[redacted], Hotel Palazzo Guadagni in Florence with #[redacted].[redacted].[redacted], and Casual Belle Epoque Lisboa in Lisbon with #[redacted].[redacted].[redacted]. Recently, my VISA card was wrongly charged for Residenda Stanto Spirito in Rome, which my bank blocked and replaced with a new card. After updating my Booking.com profile with the new card, it got charged for Residenda Stanto Spirito in Florence, a booking I did not make. I suspect Booking.com as it's the only place I used this new VISA card ending in [redacted]. To ensure its safety, I need to verify these unauthorized charges as my bank has put a temporary hold on the card, and I must contact them to lift it.

Booking Number: [redacted] Location: Rangeworthy Court Date: Monday, November 18, [redacted] Upon arrival at the hotel, I encountered a lack of phone signal in the area. The hotel appeared closed, with a sign directing to contact the booking company. However, the bell for assistance was not functional. The provided number was outdated, leading to confusion as I sought help while struggling to find reception. Eventually, I had to hastily book a different room at a higher cost. The hotel's communication was inadequate, only realizing later that an email had been sent with relevant information. Despite the hotel acknowledging my arrival, they failed to provide directions, shifting blame onto me. I am requesting compensation for the additional charges incurred due to the last-minute room change. My original booking was with Langley Arms, Booking Number [redacted], for Monday, November 18, [redacted]. Thank you, Asim

Dear Booking.com administrators, I am Shovkat from Uzbekistan, writing to bring to your attention an issue with the "Shohrud Hotel" in Bukhara. The hotel's location on your website is incorrect, causing confusion for guests. The hotel owner, a kind elderly gentleman, has tried unsuccessfully to update the location on the site. This error may be costing them potential clients. I personally reached out to Booking.com on their behalf from their account, but we have not received a response or seen any corrections. I kindly request your assistance in rectifying this matter to help the hotel attract more guests. Please feel free to reach out if you have any questions. Best Regards, SK

Elmar Hilbring Am Denkmal 3a [redacted] Minden Tel. 0[redacted] Email: elmar_hilbring[at]yahoo.de Buchungsnummer: [redacted].[redacted].[redacted] PIN-Code: [redacted] Regarding Booking Issue with Western Hotel Ars in Rome I recently booked a stay at the Western Hotel Ars in Rome through Booking.com, however, there seems to have been a misunderstanding with the booking process. Despite my clear restrictions stated during the reservation which included a request for early cancellation due to my age and health conditions, the hotel proceeded to charge my credit card without considering my limitations. The booking was also made for a longer duration than requested, resulting in an overbooking for 6 days when only 3 were needed for a special event. I am also concerned about the lack of response from the hotel when I tried to rectify the situation, as they have not acknowledged my restrictions. Given these circumstances, I kindly ask for your assistance in resolving this issue with the hotel directly, as my lack of Italian language skills has made it challenging to communicate with them effectively. I would appreciate if the reservation could be adjusted to a 3-day stay from June 5th to June 8th, [redacted], even if it incurs additional charges. Please review the situation and help me find a satisfactory resolution. Thank you for your understanding. Sincerely, Elmar Hilbring