Booking.com Customer Service Issues

During our recent stay at the Sheraton, Sable Oaks in Portland, Maine, we were disappointed to discover that our room had not been cleaned by housekeeping upon our return from Thanksgiving dinner. No beds were made, fresh towels and glasses were not provided, and essential items like coffee and shampoos were not replenished. Despite the posted housekeeping schedule indicating service hours until 5 pm, our room was not tended to. When we raised this issue upon check-out, the front desk mentioned they couldn't assist us due to our booking method. This lack of customer service and the unclean room left us dissatisfied. While we understand it may have been an oversight or a result of reduced Thanksgiving staff, a clean room is a basic expectation. We believe an adjustment should be made to account for this inconvenience. Thank you for addressing this concern.

In September, I made a reservation for a 4-night stay at Aspria Royal La Rasante Hotel & Spa in Brussels. I received confirmation that my late arrival between 1[redacted] was approved at no extra charge. I even got a reminder that the hotel was expecting me on November 4th. However, on November 2nd, I received an email suddenly changing my stay dates to start on November 5th, causing me to arrive to find no room available. This led to a stressful experience of relocating to a different hotel. I missed important business meetings and faced a disrupted schedule due to this mix-up. I hope you can clarify how this error occurred and consider compensating me for the inconvenience caused. Best regards

I need help with my hotel booking at Lanshy Motel in Taichung, Taiwan. My confirmation number is [redacted] for a one-night stay. I have canceled my reservation, received confirmation of the cancellation, but have not yet received a refund for the prepayment. I have tried contacting the Hong Kong Office hotline without success. I am reminding you once again to settle this matter promptly. If not resolved, I will seek legal advice to protect my interests. Kind regards, Nelson L. K. Hung

In October, I made a reservation through booking.com for a stay at Baymont by Wyndham in Libertyville, IL. Unfortunately, upon arrival, there were no available rooms, and I had to drive an hour back home. After contacting booking.com, they recommended booking at another hotel. I then made a reservation at DoubleTree by Hilton in Libertyville, but the price was significantly higher than the initial Baymont reservation. Booking.com assured me that they would refund the price difference once provided with the receipt for the DoubleTree stay. I sent the receipt as instructed but have yet to receive the refund of approximately $[redacted] from Baymont.

I was charged $[redacted].10 even though I canceled the reservation on time. I spoke to a representative last week who was supposed to email me, but I never received it. I am handling this for a family member, and it's frustrating that she was charged by the hotel despite not staying there. The reservation was for September 9-16 and was canceled on August 31, [redacted]. I have an email on her phone from Booking.com confirming the cancellation. The email mentions Booking.com [redacted].[redacted].[redacted] Pin [redacted] and states the link is expired, but I'm unsure what that means. The following email says, "Sorry, need to cancel reservations for Sept 9-16 Laurette Key West." I don't understand why she is still being charged.

During our recent stay at the Tropical Lagoon Resort in Portland, Jamaica from November 18th to 21st, my husband and I encountered numerous issues that made our stay unpleasant. We discovered problems with the tub not draining and lack of hot water on the second day. Despite being told there were other guests, we did not see anyone else at the resort, and the restaurant was closed due to construction. Feeling dissatisfied and uncomfortable, we decided to check out early. When we went to the office, it was empty, leaving us concerned about the lack of staff availability in case of an emergency. Overall, our experience at the resort was disappointing and left us feeling unsafe.

I need help discussing a refund issue related to a cancellation with Booking.com. Here's an email excerpt I received about my recent cancellation. It states that my reservation has been canceled, but I never received the refund on my credit card. The email indicated a cancellation fee of US$52.34 and a refund amount of US$0.00. I'm concerned and confused about this and would appreciate any guidance. Thank you.

I recently booked a room but mistakenly used the wrong email address as my username. The correct email should be [redacted] instead of [redacted] The reservation is for December 6th to December 7th at Metropolis Hotel Casino. To rectify this issue, kindly contact me, Karen Kula, at [redacted] to verify or send the confirmation to the correct email address today. The credit card has already been charged, so I urgently need the confirmation number. Thank you.

Hello, my name is Enrique. I'm from Candlewood Suites in Albuquerque, NM. We recently had a guest named Linda Bryant who stayed with us from 11/06/[redacted] to 11/10/[redacted]. There was an error where we mistakenly charged the guest's credit card instead of the provided virtual card. We are looking to refund the guest's credit card and process the virtual card payment, but we can't locate the virtual card details in our system. Please reach out to the hotel via email at [redacted] or by phone at [redacted]. Additionally, we are interested in setting up an account through Booking.com Partner Central. We appreciate your prompt assistance in resolving this matter. Thank you.

My name is Joyce Crowder. My registration number is [redacted], and my pin number is [redacted]. I had a reservation in Las Vegas at the Last Vegas Hostel with a $24 deposit. Due to being hospitalized for three weeks, I kept extending my stay. On the 18th, I contacted booking.com, and they assured me my reservation was secure. However, upon arrival at the Las Vegas Hostel, I discovered booking.com had canceled my reservation without my knowledge. They advised me to request a refund. I am seeking assistance in resolving this matter promptly. Please call me at [redacted] or email me at Ajo y c143 at aol.com. Thank you.

During our recent stay at The Rose Hotel in Rosemont, Illinois from October 18th to 20th, [redacted], we encountered unpleasant service from the front desk staff. We were incorrectly billed for our rooms and denied our complimentary breakfast. Despite the promise of a full credit of $[redacted].46 for the second room due to the overcharge, our card was charged again. We have made numerous attempts to reach out to both the hotel and Hilton for a resolution to the unauthorized charge, but have not received any response or the credit as promised.

I received confirmation for my booking at Satyadev Grand for the dates of December 27th to December 29th, [redacted]. However, two weeks later, I received a call from the hotel stating they don't have available rooms. Even though I haven't paid yet due to the "Pay at hotel" option, my booking is marked as non-refundable. I am extremely stressed about this situation. I have already tried reaching out for assistance but have yet to receive any response. The booking details are as follows: Confirmation Number: [redacted] Pin Code: [redacted] Please let me know if you can cancel the booking so I can make alternative arrangements. The hotel is unwilling to cancel on their end and is directing me to contact booking.com for the cancellation. This level of customer service is disappointing. Your prompt response is greatly appreciated as I need to secure another accommodation quickly.

On October 8, [redacted], I was charged [redacted].77 Mexican pesos, or $[redacted].21 USD by Booking.com for a hotel in Amsterdam. I did not make this booking. I was also charged by Hotel Divisidero Barraboconya in Mexico (booked through Booking.com). Despite contacting Booking.com and providing proof of the charge, the issue remains unresolved. The Booking assistant suggested the hotel might have processed the payment, not Booking.com. I shared my credit card statement with the charge, but have not received a response. I seek assistance to resolve this matter promptly. Thank you.

I'm attempting to reserve a room at La Luna Hotel in Grenada from May 16 to 25, with a non-refundable rate of CAD 4,[redacted] plus CAD [redacted] in taxes and charges. The booking conditions mention that taxes and service charges include a 20% tax which is not added to the amount provided. This leaves me uncertain whether I'll be charged an additional 20% tax on top of the CAD [redacted]. I tried contacting the phone number provided, but they requested a booking confirmation. I'm hesitant to proceed with the booking if there will be an extra 20% charge.

To whom it may concern, I realized I made an error in booking and paying for the wrong dates for my son's wedding in April [redacted]. I have since made a new booking and payment for the correct dates. Could you kindly refund me for the incorrect booking? I am on a disability pension and would greatly appreciate this refund. If you need more details regarding my pension, feel free to reach out to me. Sincerely, Terri Prouse.

I booked a trip to New Orleans from December 24th to about the 28th, including a hotel stay and a car rental. However, I am unable to locate either reservation. Despite my efforts to contact support, I am required to provide a reservation number which I cannot find. I have searched through my emails and the website with no success. I have had issues in the past due to using two different email addresses, and I want to ensure that this is not the cause of my current problem.

I have a booking with Booking.com at Hotel Buenavista, Benidorm from November 1st to November 30th, [redacted]. Unfortunately, I had to cancel my trip due to medical reasons. My insurance company, Nationwide Building Society, has advised me to inquire about the refund policy for cancelled bookings at the hotel. I kindly ask for your assistance in providing me with the necessary information. Thank you. Sincerely, R. Duggan

Due to unforeseen circumstances, I had to cancel my booking at AC Hotel in Birmingham. However, my plans have changed, and I am now able to attend my friend's wedding. I kindly request assistance to reinstate my cancelled reservation for a shorter stay or receive a refund to book another hotel for the amended travel dates. Please contact me at 1.[redacted]. Thank you.

Subject: Adjustment Request for Booking Ref [redacted] I made a reservation for a 3-night stay at Laurel Bank House in Queenstown, New Zealand, from December 4th to December 7th under Booking Reference Number [redacted].[redacted].[redacted]. However, due to severe weather conditions on December 4th, the road into Queenstown was closed, preventing our arrival at the property until December 5th when the road reopened. I have discussed the situation with the property owner, who kindly agreed to waive the fee for December 4th and only charge us for the nights of December 5th and 6th. Before finalizing this adjustment, could you please reach out to her within the next 24 hours to confirm the arrangement? Thank you for your attention to this matter. Best regards, Ian P.

I recently booked an Alpaca Barn Tour, but encountered a technical error while making the payment. Surprisingly, even though it initially seemed like the payment didn't go through, my bank statement showed otherwise two days later. I attempted to reverse the payment, but my bank informed me that the recipient had already withdrawn the funds. The payment was meant for the Alpaca Barn Tour, Cape Town Comedy Show, and Diamond Shop. Any help would be appreciated.