Booking.com Customer Service Issues

I reached out to the hotel 24 hours before my reservation to explain that a family member had fallen ill, making it impossible for us to travel. Despite contacting the Super 8 in Marshall, MN, they directed me to Booking.Com, claiming they were unable to help. Unfortunately, the full amount was charged to my account, although I am confident the room was likely re-booked that same evening due to a hockey tournament in town causing high demand for rooms. This incident occurred on Friday, November 29, [redacted]. Neither Booking.Com nor the hotel provided any assistance or explanation on how to remedy the situation. I am extremely disappointed in the lack of support offered by both parties. Rebecca S.

Salve, Circa una settimana fa ho prenotato una camera matrimoniale per le vacanze di Natale ad Amsterdam. Ho ricevuto un'email in merito a dati della carta di pagamento non validi e, poiché non ho potuto inserirli di nuovo tempestivamente, la prenotazione è stata annullata presso Quentin Amsterdam Hotel. Il numero di conferma della prenotazione era [redacted] e il pagamento è stato effettuato a nome di Palazzo Riccardo. Attendo con ansia vostre notizie. Cordiali saluti

I have a booking confirmed for 3 rooms (booking number [redacted]). I need to adjust the dates for one of the rooms to only stay from Oct. 16th to Oct. 18th, [redacted]. The system currently requires a minimum stay of 3 nights, but U Kapra apartments has agreed to this change pending your adjustment.

I checked into Downtown SLO Inn today on 12/5/19. The first room had issues with the TV and in-room phone. Being disabled, with difficulties in hands, back, and legs, I raised the concerns to the front desk. Despite being assured the TV would be fixed at 3, I later discovered the phone wasn't working either. After being asked to move to room [redacted], we encountered a broken toilet seat. As we are here for a funeral, this experience is distressing. Requesting a discount after having to move rooms twice within an hour, I emphasized the inconvenience. Traveling 11 hours from Camp Verde, AZ, and with my sister flying in from Detroit, this situation is unacceptable. The presence of mold in the bathroom and a dirty curtain rod further added to the disappointment. I am disappointed, and I feel the motel's ratings are misleading. I will be sharing my experience with others regarding booking.com and this hotel.

I reserved a room for my son, Luke S., at the Starlight Motel in Glenwood Springs through booking.com. However, upon his arrival, the motel asked for payment directly and indicated they would cancel the booking made through booking.com due to its timing. Although Luke paid for the room, I noticed a double charge of $65.55 on my Visa card dated 11/25/19. I kindly request a refund for the duplicate charge. Thank you for your assistance.

On October 31st, I made reservations for three rooms with Gloria C. and Sheryl S. as guests under my name. After realizing Sheryl needed a separate room, I called the booking company to cancel one. They assured me it was canceled, and I even received a confirmation. However, at the hotel, they still had two rooms under Gloria C., resulting in an extra charge of $[redacted].00 for the unused room. Please contact me urgently at [redacted] as Gloria's reservation should have been combined with mine.

I made a reservation at Kivu Park Hotel in Rwanda for Danzouma Oumarou from December 2nd to December 6th, [redacted]. The stay was charged to my Visa card with CONFIRMATION NUMBER: [redacted] and PIN code: [redacted]. Despite being told that everything was taken care of, upon check-in, Mr. Danzouma was asked to pay again. The property refused to accept the documentation provided. I am requesting a full refund of the amount charged to my card since payment was required again at the property.

I have been trying to reach your customer service via email for over 10 days, but have yet to receive a response. I am concerned about a credit card charge related to a cancelled reservation at Temples du Soleil - Val Thorens with reservation number [redacted]. The charge is pending next week, and I would appreciate a prompt reply. Despite being told in email correspondence that I would be contacted, I have not heard from anyone.

I made a reservation at Riverside Retreat Hotel in Yangshuo, China, but haven't received any email confirmation. We require a shuttle from the airport. Despite numerous attempts, when I call, the phone disconnects after the 10th ring. On Booking.com, I've "cancelled" the reservation, but the confirmation received states "no refunds" for this booking. The China English contact number does not pick up, and an email to the support address bounced back as undeliverable. I hope my credit card will not be charged. My confirmation number is [redacted] and my pin is [redacted].

Dear Booking Management, I hope this message finds you well. I am writing to address a unique concern regarding a recent hotel reservation I made in London for December 15-17 at the price of £[redacted].34. Due to unforeseen circumstances, I am unable to make the trip. Unfortunately, my wife sustained an injury and I have been her primary caregiver ever since. I acknowledge that the cancellation policy requires notification by November 15. However, at that point, I was optimistic about being able to proceed with the trip. Given the current situation with my wife, I kindly request the possibility of canceling the reservation with a minimal penalty. Thank you for your understanding and assistance. Warm regards, Hagai Shapiro - Booking Confirmation: [redacted] (Pin Code: [redacted])

To the booking management team, I am writing to address an issue with my upcoming reservation. I had booked a hotel in London from December 15 to 17 for £[redacted].34, but due to unforeseen circumstances, I am unable to travel. Unfortunately, my wife sustained a hip injury, and I have been caring for her since. I realize that I missed the November 15 deadline for cancellations, as I was hoping her situation would improve in time for our trip. I kindly request your assistance in canceling my booking with a minimal penalty, if possible. Thank you for your understanding. Sincerely, HAGAI SHAPIRO - CONFIRMATION NUMBER [redacted] (pin code [redacted])

Hello, I made a car booking on November 24, [redacted], under reference #[redacted]62, which I later canceled. Then, on November 25, [redacted], I rebooked a car. Upon arrival in Vilnius to pick up the car, I was informed that there are 2 reservations in my name. I am concerned about being charged twice. I have tried contacting customer service using the phone numbers listed on the website, but haven't been able to reach anyone. My name is Voitekas Gotoveckis. Thank you.

**PH Tendenza Villas By HF** Thank you for your payment and booking confirmation. Warm regards. **PH Tendenza Villas By HF** Hello, You are correct, sir. Upon your arrival at the hotel, there will be no additional charges as you have already paid the full amount. Best regards, Diana Reservation Details: Guest name: T. Idler Check-in: Tue, Dec 24, [redacted] Check-out: Tue, Jan 7, [redacted] Property Name: PH Tendenza Villas By HF Booking Number: [redacted] Total guests: 9 Total rooms: [redacted]

I stayed at Esquina del Pintor last weekend from Nov 30 to Dec 3. We were assigned a room much smaller than the one we reserved and paid for, with a price difference of over [redacted] pesos. The property does not resemble the photos online. Furthermore, my wife forgot her Canon camera battery and charger in the room. We have attempted to reach out to the property, but they have not answered our calls or returned them. Our experience was disappointing, and I am starting to doubt Booking.com, as it has been very challenging to get in touch with them.

The property in Taksim didn't meet our needs. The property owner reached out to booking.com to refund the balance for our 2-day stay at Taksim City Suites in Istanbul, Turkey. I'm trying to make a new booking, but unfortunately, I can't make any bookings in Turkey. Whenever I try to book, I receive an error message. Could you please assist me in canceling my previous booking number [redacted] so I can proceed with a new booking? Thank you. Kundnani

I am seeking a refund from Trident Inn and Suites in Baton Rouge, LA. I traveled from Morgan City, LA for a comedy show near The Rasin Canes River Arena. Despite the ad stating a 1.3-4 mile proximity to the arena, the hotel was actually far on the outskirts of Baton Rouge. It was not communicated that the 3:00 check-out time was strictly enforced, which led to me waiting in the lobby for two hours upon arrival. Despite my show being at 6:00, I was then required to pay a higher deposit fee than advertised for online purchases. The confusion resulted in me losing money for the day and having to scramble to find a nearby hotel. The experience was a disaster, causing me to cut my trip short and miss out on planned activities. The customer service was extremely poor, and the overall stay was the worst I've ever encountered. I am disappointed and would like a refund as I didn't even get to see the inside of a room.

I made a reservation at Ocean Hotel in Mosselbay, but upon arrival, we found the room's toilet reeking of pee. The stench was so strong that my husband and I started to smell of it as well within 15 minutes, making me feel unwell. I requested a refund as we immediately left the property without using the room, opting to stay elsewhere. However, the Manager is now giving me excuses for not reimbursing the R1070 we paid for the room, which is a considerable amount. This situation is deeply disappointing, especially since we frequently book through booking.com. The Manager insists that booking.com must respond to a letter she wrote before issuing a refund. I am extremely upset about this and would appreciate any assistance in resolving this matter.

We are currently staying at Bienvenue Guest House in Mossel Bay. Upon our arrival, we were asked for a deposit by the host, even though your advertisement stated that payment was to be made upon arrival. We made the deposit into the owner's account as instructed. However, we discovered that the host is not the owner of the property. The host is now requesting the remaining payment to be made into her personal account rather than the owner's account, which has caused confusion. Furthermore, we have found out that the guest house has been sold to a new owner. We would appreciate any advice or clarification on this matter. Thank you.

We made a reservation via booking.com for a week-long stay from October 19th to October 25th, [redacted]. Initially assigned to apartment [redacted], we were shifted to apartment [redacted] due to plumbing issues. Upon arrival, we were greeted by a strong tobacco odor. A subsequent inspection revealed an unclean kitchen, with dirt on top of the refrigerator, a deceased cockroach in a cupboard, and food residue in the living room corner. Despite contacting WanderJaunt's helpdesk and providing photos, the issues remained unresolved after a promised team visit at 5pm. A small electric ionizer was left on, the cockroach removed, but no cleaning was done; the tobacco smell lingered, and the promised cleanliness was lacking, extending to the bathroom towels. Dissatisfied with WanderJaunt's response and citing a persistent smoke smell, we left on Tuesday, the 22nd, relocating elsewhere for the remainder of our stay. Requests for a refund have been met with unresponsiveness, prompting this formal complaint and a demand for escalation to your head office. Kindly provide the requested information promptly.­

I made a reservation for a weekend getaway at the beautiful Seaview Lodge in Edinburgh, expecting it to be centrally located as described on the website. However, upon arrival, we found it was actually an hour away by bus which left us stranded in the city. We managed to reach the accommodation after getting directions from the host. It was a disappointing experience being so far from where we intended to stay. I would appreciate discussing how this property can be misrepresented on your platform. Please reach out to me to address this matter. Regards, Nikki