Booking.com Customer Service Issues

Hello, Yesterday, I made a booking on your website for a two-night stay at White Chapel Grand. Unfortunately, upon visiting the hotel, the room did not match the description provided. The room was smelly, and there were steep stairs which were not mentioned. I requested a cancellation from the owner after seeing the apartment. However, after cancelling, I was charged £83. My booking reference is [redacted] [redacted] [redacted] with pin [redacted]. Disappointed with the first hotel, I made another booking through your website where I am currently staying. The reference for this booking is [redacted] with pin [redacted]. I am hoping for a refund of the unexpected charge. Looking forward to your response. Thank you

Subject: Update on Reservation Cancellation Request Hi Christina Padilla, We wanted to inform you that your request to cancel reservation [redacted] has been received. Please note that while there may be a charge associated with this cancellation, we are actively working with Comfort Suites near Texas Medical Center - NRG Stadium to explore potential options for your situation. We are currently awaiting their response and will update you as soon as possible. It's important to mention that the reservation policy you selected does not allow for a complimentary cancellation or modification presently. Therefore, a fee will apply if you choose to proceed with the cancellation or alterations. The specific policy terms were provided during your booking process and can be found in your reservation confirmation for your convenience. For further inquiries or assistance, feel free to reach out to the property directly at +1 [redacted] or by email. Kind regards.

Two reservations were mistakenly made assuming the property had handicapped accessible rooms. Despite the partial nonrefundable payment policy, the property owner, Carol, promptly informed me that the rooms were not suitable and recommended cancellation for a full refund. The bookings are for Backwoods Lodge in Denali from July 30 to August 1 for: - Reservation 1: [redacted] PIN [redacted] for Dale Haug - Reservation 2: [redacted] PIN [redacted] for Richard Rollins I have canceled both bookings as advised, but I am unsure how to initiate a full refund request on the Booking.com platform. Seeking immediate assistance to ensure my clients are not charged as per Carol's assurance of a full refund. Thank you, Suzanne Zapolski, SRZ Travel

Dear Customer Service, I am reaching out for the third time, still awaiting your response. On November 17, [redacted], I made a reservation for the White House Hotel in Samui with Line Booking Number [redacted]8 and Secret Code [redacted] through your website. Upon arrival, we discovered the hotel had a new name, was undergoing renovations, and the swimming pool was closed. You failed to inform me of these changes. Although the hotel agreed to cancel the reservation, I have not received a confirmation from you. Subsequently, I made a new booking through your service for CHURA SAMI with reservation number [redacted] and secret code [redacted]. As a loyal customer, I am extremely disappointed by the inconvenience caused and the additional expenses incurred due to this oversight. I expect a prompt response from you to address this matter. Best regards, Igal Aloni Email: [redacted]

Hello, I attempted to email this, but the provided email address was incorrect. Therefore, I'm reaching out here with my query. I reserved a one-night stay at "iStay Precinct" in Adelaide for January 12th, [redacted]. The booking was for a one-bedroom apartment initially priced at $[redacted].00, then reduced to $[redacted].00. During payment, I was prompted to use my "genius points," without the option to decline. The 15% deduction was taken from the original $[redacted].00 rather than the discounted $[redacted].00, resulting in a balance of $[redacted].10 - a 10 cent increase. Regarding my arrival time, I selected 12:00 to 13:00, but the hotel informed me of possible additional charges if I arrive then, contrary to my expectation of being able to store luggage securely until the standard check-in at 2:00 PM. Could you please clarify the billing discrepancy? This has not occurred in my previous bookings with your company. Thank you in advance. Best regards, Gail R.

I need to highlight an issue regarding a woman named Pamela Mrazek who has deceived and taken money from us for condos we invested in at Mara Laguna, San Pedro Belize - specifically units #H302 & F302. Pamela Mrazek convinced us to invest in these two properties and then sold condo F302 without informing us, withholding the proceeds of the sale. Additionally, she falsified sales documents and signatures for condo H302, where she falsely made herself the sole owner without our knowledge. We have retained the original sales documents from our attorney which show nobody else on the sales agreement. Pamela Mrazek continues to profit from renting out properties that she has manipulated people into owning. We kindly request that Pamela Mrazek's property, Vacasa Mara Laguna Belize H302, not be allowed to be rented out until this issue is resolved. Despite our attorney's intervention, Vacasa Belize, the rental company, has not been cooperative in this matter. Address: Mountain Shadow [redacted] Sierra Nevada Road MammothLakes #D CA [redacted] Pamela Mrazek's address: [redacted] Priceston St #8 Santa Monica CA [redacted] Mara Laguna Resort San Pedro Belize Condo H302 Contact: [redacted] [redacted] Vacasa Contact: [redacted] [redacted] Thank you for your understanding. Sincerely, Diana Wilson

My daughter, Bhargavi Mahajan, made a booking at Hotel Sigiriya Village in Sigiriya, Sri Lanka for December 29th and 30th. The Booking Reference Number is [redacted].[redacted].[redacted]. She used my ICICI Credit Card for the transaction. A transaction alert I received on November 21, [redacted], from ICICI Credit Card stated a different beneficiary name, "YORK HOTEL MANAGEMENT SERVICES," in Colombo. This raised concerns, leading me to stop the transaction and block the card as advised by the bank. I intend to proceed with the booking, but the difference in the beneficiary name has created confusion. Kindly clarify this discrepancy promptly. I can be reached at [redacted], or my daughter at 98[redacted]2. I plan to issue a new card once I receive it next week. Please revert at your earliest convenience. Regards, Rahul Mahajan, Bhargavi Mahajan

Subject: Issue with Romar Montesa 3 Booking Hello, I am writing to report a distressing experience with my recent booking at Romar Montesa 3. Upon arrival, I discovered a bed bug in the studio apartment, leading me to promptly vacate the premises. Despite my initial intention to stay for the week, encountering a bed bug was unacceptable. The unclean apartment, with food crumbs and hair present, only added to my disappointment. I promptly contacted Marina on the property to address the issue, seeking a full refund due to the circumstances. Regrettably, the property owner seemed indifferent to the seriousness of the situation, which left me feeling unsatisfied with the response. After ensuring I did not carry any bugs with me to my new accommodation, I am reaching out to request a full refund, as the situation was beyond my control. Please address this matter promptly by crediting the refund to my credit card at your earliest convenience. Your immediate attention to this issue is greatly appreciated. Thank you for your assistance. Sincerely, S.S.

I did not receive my transfer booking from the hotel in Berlin. The transfer service had my original details for a different hotel. My booking reference for the accommodation at H2 Hotel Alexanderplatz was [redacted]. The transfer reference is [redacted]7. The driver had the wrong details and couldn't pick us up, causing us to miss our flight. I tried to contact Booking.com for help but got no assistance. We had to get an Uber costing 39 euros. The driver from the airport had the correct details, so we are upset to pay twice. We are requesting a refund for the extra cost.

We submitted a complaint regarding a hotel we did not stay at but were still charged for. We checked in but immediately noticed the room was dirty and unsafe, so we requested a refund from the hotel manager without success. After taking photos of the room, we contacted Mirmar Hospitality, the management company, but have yet to receive a response. We did not stay in the room and left promptly after our exchange with the manager. The booking number is [redacted]. We were assured a full refund if the hotel did not address our concerns based on the photos we provided, which clearly depict the unsatisfactory conditions of the room. As there has been no response from the hotel, we anticipate a full refund.

Hello, I made a reservation at Melbourne Guest House in Bowness-on-Windermere from the 22nd to the 24th of November. Despite booking over a month ago, I never received any confirmation or updates. As the weekend neared, I still hadn't heard anything, making me anxious. I couldn't recall the B&B's name and ended up booking elsewhere. Just the night before my stay at the other place, Melbourne Guest House reached out to ask about our arrival time. By then, I had paid for the alternative accommodation and couldn't cancel. I find this lack of communication from Booking.com unacceptable. Additionally, I noticed a charge of 17 pounds on my credit card. I request a refund for this inconvenience caused by the inadequate information provided. I may escalate this matter further if necessary. Thank you. Regards, R. Keane

I accidentally made two bookings at the Best Western Plus Downtown Tulsa/Route 66 Hotel, with Booking Number [redacted] and [redacted]. After receiving your message about the double booking, I promptly canceled one (confirmation number [redacted]). Despite the cancellation, the non-refundable room charge was still processed. When contacting the hotel manager, they advised me to seek assistance from booking.com to address this issue and prevent further charges. As a loyal user of your services, I kindly request a swift resolution to this matter. Thank you for your attention. Sincerely, GB

Hello Booking.com Team, I have reached out several times regarding my concern but have not yet received a response. I had made a reservation at RoomLord Hong Kong from December 8 to December 11, [redacted]. Due to escalating travel advisories regarding the protests in Hong Kong, I decided to cancel my booking. As a female solo traveler, I could not risk going to Hong Kong under these circumstances. According to my booking confirmation up to November 23, [redacted], canceling would still be free. The email I received from you also confirmed that the cancellation was free. However, my statement of account showed that charges were deducted. I have already informed my bank, Metrobank, about this issue and am awaiting a reversal. I have also notified RoomLord, and they are awaiting your call. I am looking forward to receiving the refund promptly. Thank you.

Hello, My husband made a property booking on booking.com for a 5-year stay in London. We are concerned as we have not received a confirmation email yet. Furthermore, every time we check the booking details, the confirmation number and pin seem to change, which is confusing for us. We are unsure if this situation is normal. It would be greatly appreciated if you could review your system and update us on the status of this booking. My husband has already paid one month's rent in advance along with the security deposit equivalent to one month's rent. I kindly request your assistance in investigating this matter as it involves a significant sum of money. The booking is under my husband's name: Mark Louie Lactupo. His email address is [redacted] We eagerly await your response and assistance in resolving this issue. Thank you.

Hello, I would like to raise some concerns regarding my recent stay at the property. 1) Upon arrival, we were surprised to find out that it was a padlock property. I had to call OYO several times to check-in due to server issues, resulting in a 2-hour wait for assistance. 2) On the second day, there was a power outage in our room from 6.00 PM to 12.00 noon the next day. This lack of electricity made our stay extremely uncomfortable as we were left in the dark room with no amenities and had to endure a room full of mosquitoes. Despite multiple attempts to contact OYO for help, the response was unhelpful and lacking in empathy. No one followed up to check if the issue was resolved. The customer service provided by OYO was disappointing, and I am requesting compensation for the inconvenience caused during our stay. I hope to receive a response regarding this matter. Thank you. Best regards, Pallavi K.

I regret choosing to stay at OYO Rooms on my 24th birthday. During my visit, I extended my stay twice but on my last night, the night receptionist harassed and assaulted me at OYO 1 Lexham Gardens. I have provided details to OYO's customer service, including recorded calls and CCTV footage that supports my claim. I have also contacted your team via email. I request coverage for therapy, damages, a full refund for my stay, and the removal of this hotel chain from your listings. As a media company owner who frequently hosts podcasts and radio shows on location, it is disappointing to see Booking.com associated with this incident despite my admiration for the company and continued use of its services. I hope to receive a response soon.

I made a reservation at Macdonald Alveston Manor Hotel for two nights as a special treat for my daughter and me before she started university. Regrettably, the hotel did not meet our expectations at all, and we decided to leave after just one night. The pictures of the hotel online were incredibly misleading as the reality was quite the opposite. The hotel appeared run-down, with old, damp, dusty, and dark rooms that were far from what we anticipated from a supposedly 4-star property. After approaching reception, we were unable to switch rooms, so I requested a refund. The staff informed me they refunded GBP167 to Agoda and advised me to contact the booking site for my refund. The operations manager confirmed via email last week that the refund was processed. I'm reaching out to Booking for further assistance as agreed upon during my checkout.

I checked into my king-size room with a spa bath yesterday on 11/28/19 and I will be leaving this Sunday, 12/1/19. Unfortunately, my spa bath is not working. I contacted the front desk and was informed that there was no manager or maintenance on duty, with maintenance expected to be in today. Upon calling back, I was informed that the maintenance person was not available. Despite expressing my concern to the front desk worker, attempts to speak with the manager were unsuccessful as she appeared busy and dismissive. After waiting for a while, I approached her directly, but she seemed annoyed and unresponsive. Her attitude was unprofessional and unwelcoming. I believe good customer service is essential in a hotel management position. I am requesting a price adjustment due to the inconvenience. Can someone please assist me with this matter? Thank you in advance.

Hello, I would like to request a refund for my recent short stay at the Reef Hotel. During my one-day visit last week, I had to leave due to security concerns. The Maintenance Manager's behavior was unprofessional - following me to a shop without my knowledge and asking personal questions. The hotel staff should have handled the situation better. When I approached the manager, Johanna, for a refund, she refused, claiming my booking was already paid for. The overall experience was unsettling - being followed by a stranger and the hotel's maintenance manager, the faulty sink, leaky shower, and poor food hygiene. The exposed breakfast with flies around uncovered food was concerning. The omelette chef was rude and unhygienic. This is not indicative of a 4-star hotel. I had to move to another hotel for my safety, spending an additional £[redacted]. I request a refund for the amount I paid to the Reef Hotel. Thank you, Karen

Hello, I have been trying to call without success. I am inquiring about the $90.00 rebate that I am supposed to receive. An email sent on September 14, [redacted], stated that I should expect to receive my $90.00 rebate within 30 to 60 business days. It is now November 29, [redacted], which is beyond the 60-day period. Can you please provide an explanation for the delay in sending my rebate check? I am hesitant to make any future hotel bookings with booking.com until I can be assured that booking.com honors its commitments. Sincerely, Kim