Booking.com Customer Service Issues

I am reaching out about my car rental experience with reference number [redacted]50. Booking.com charged my credit card for the rental fee upfront, causing an issue at the Budget rental car counter where they couldn't accept our credit card's collision damage waiver (CDW) due to their policy. We were forced to pay $[redacted] for the mandatory coverage. Booking.com failed to inform me of this during the booking process. I request that Booking.com covers this insurance fee or offers some form of compensation for our extra expenses. Thank you. - Meyleen Beichler

Hello, I am Kamaldeep K. I have been consistently booking a room at Hotel Bon Soleil Montreal through your website every weekend. There seems to be an issue with my payments. I was charged twice when booking and once upon arrival. While I received a refund for the first week, I got an email asking me to update my credit card details for the second week. Although I updated the details, I have yet to receive the refund. Please address this matter promptly. The confirmation numbers for the bookings are as follows: - November 30 and December 1: [redacted] - November 23 and November 24: [redacted] - December 7 and December 8: [redacted] I appreciate your urgent assistance with this matter.

I'm attempting to reserve hotel King with code [redacted] on your site for December 8th to 10th, for three nights at the quoted price of $[redacted]. However, I'm unable to process my debit card details since the only options available are MasterCard and Visa, and my card is a debit card. I've made multiple unsuccessful attempts. Please assist in confirming my booking. My contact number is [redacted]. My name is Ashok K.

We made an advanced booking and the payment was processed a month before our scheduled arrival. Unfortunately, two days prior to our trip, the road was closed due to a landslide with no alternative route available. We maintained communication with the property owner/manager throughout the situation. Additionally, we had to return in time for our friends' flight to the US. Regrettably, we were unable to proceed with our trip due to circumstances beyond our control. We believe a partial refund for the cancelled stay would be fair. Despite our efforts, contacting Booking.com for assistance proved to be challenging.

I am from India and I manage a hotel property in Bengaluru that is associated with OYO. Unfortunately, we are not satisfied with OYO's current practices. I would like to inquire if booking.com could develop an app dedicated to budget hotel rooms in India. The potential for such a service is significant and there is a great opportunity for someone to enter this market now. If anyone decides to launch such an initiative, we are willing to provide our support. Best regards, Karunakar at [redacted]

Dear Support Team, I recently received notice from Thalys that my train tickets for the business trip scheduled from September 12, [redacted], until December 9 have been canceled. Due to this, I need to cancel the reservation for Samuel De Rycke, Robin De Bondt & Samuel Moyson under reservation number [redacted]. I have already informed the hotel about the cancellation; however, they are unable to process my refund request since I made a prepaid booking. Could you please advise on the next steps to obtain a refund, given the strike situation in Paris? Thank you. Emilie M. PwC Technology Consulting Belgium BV

I made a reservation at the Blue Boar Inn for December 7th to December 8th. Unfortunately, I had to cancel due to a family emergency within the allowed time frame. Even though I cancelled directly with the inn, they have charged me £45. I have been in touch with them and it seems they have reached out to you. The inn is willing to refund me the amount minus the booking fee, but I am confused why they were only notified of the cancellation recently, even though I cancelled well in advance.

I am puzzled as to why Booking.com is still listing a property that is no longer available. I was disappointed when I found out about this, and I need urgent assistance. Should I cancel my reservation? Your prompt response is greatly appreciated. Re: Confirmation number [redacted] From: Raffa Trip To: [redacted] Date: Monday, 9 December [redacted], 05:15 PM GMT+7 Hello, Thank you for your interest in our property. The property is no longer available for rent, as Booking.com has not updated their calendar. However, we have an alternative apartment in the same area available for rent. If you are interested, please let me know. Apartment details: Address: [redacted] Killiney Road, Orchard, [redacted] Singapore, Singapore Price: [redacted] EUR/night 4 Bedrooms / 4 bathrooms Cleaning fee: 50 EUR Security deposit: [redacted] EUR (refundable on check-out) Pictures: [redacted] The apartment can accommodate 8 adults comfortably, with a sofa bed in the living room. Each bedroom has its own bathroom, and amenities include a fully equipped kitchen, heating, TV, iPod dock, washer/dryer, dishwasher, hairdryer, and Wi-Fi. There is also secure parking available. If you are interested in booking this apartment, kindly let me know, and I will send you a booking request. Thank you.

I am having trouble accessing my account to make a booking. I am unable to sign in due to changing my mobile phone number. The 2-factor verification process is sending a code to my old number, which I can no longer access. I am caught in a loop where I can't sign in to update my phone number as the verification code is sent to the old one. How can I update my phone number and sign in successfully with my new number?

I arrived at the property expecting to stay at 4 Upper Tachbrook Street based on the advertisement, but it turned out to be located at 18 Tachbrook Street, a completely different building. The room assigned to me was S5 and it was quite dirty. The shower leaked significantly, causing my partner to slip. There were not enough towels to clean up the water, only one light bulb worked, the decor was in rough condition, and the bed was stained and posed a health risk for us. The instructions to sign a form were missing, and the emergency mobile number provided in the room was invalid. The thin walls allowed for a lot of noise from neighbors until the early hours of the morning. This property was advertised as a 3-star establishment, but it felt more like a 1-star property. I booked this as a special surprise for my boyfriend's 40th birthday after returning from Portugal, and the experience was a major disappointment. I even left a pair of long boots in the room, but no one has contacted me about them. The unhelpful and rude staff further added to the negative experience. I rarely complain, but I believe a refund is warranted for this unsatisfactory two-night stay in London. Looking forward to your response. Thank you, Sonya H.

I booked a car at Marseille France Airport through Rentalcars.com on your website. Due to a rail shutdown, I couldn't pick up the car on time. I tried reaching Rentalcars.com but struggled due to the prompts being in French. When I finally spoke to a representative an hour late, I was informed that my car was no longer available, and I lost my payment. Despite accepting to get my insurance refunded via email, it bounced back days later, leaving me out of both car and insurance money. I typically trust Booking.com for holiday rentals, but this experience falls short of my expectations. I'm disputing the charge through VISA not for the amount but due to the handling of the situation. My negative review of this booking seems to have been overlooked. Thank you, Vincent C.

I reserved a stay at B+B Villa Grazia in Alghero, Sardinia, for 5 adults and 2 children in August [redacted], booking 4 rooms. I am content with the arrangement, but I realized only AFTER completing the booking that it is non-refundable. This was not specified during the booking process. I have used Booking.com frequently, and this is the first time encountering a non-refundable booking. I do not intend to cancel the reservation, but I believe the establishment should have provided clearer information about their non-refundable policy.

I reserved accommodations for seven people at B+B Villa Grazia in Alghero, Sardinia, for August [redacted] and wish to keep this booking unchanged. I was surprised to see a cancellation fee only after finalizing the reservation, which I have not come across on Booking.com before. The website did not clearly state a non-refundable policy, and it seems that I might be charged the full rate if any changes are needed. Can you please investigate this matter and provide clarity regarding the cancellation policy?

I made a booking at a hostel in Mexico City. However, upon arrival, I was shocked to find that the hostel was completely different from what was advertised online. The place was dirty, smelly, infested with insects, and even had blood-stained blankets. To make matters worse, there were questionable characters loitering outside, which made me fear for my safety. When I raised my concerns to the receptionist, they laughed at me, displaying a lack of professionalism. This experience was extremely unpleasant and forced me to leave the hostel at 1 am in search of alternative accommodation.

Hello, I have a reservation for December 13-15 under the name Wenona Valenzuela. My total stay cost is $[redacted].66. I noticed a lower rate of $[redacted].91 for the same room and dates on your website. I would appreciate it if you could match this price. I am currently staying at Quality Inn in Carlsbad, New Mexico, and the front desk advised me to reach out to you for the price adjustment. Thank you.

I was asked by the hostess to pay R250 within 48 hours for consuming coffee, tea, and rusks at the accommodation. This seems unprofessional since amenities are generally provided for guests to use. No rules or policies were outlined to me regarding this matter, which I find concerning. I kindly request booking.com to intervene and address this request from the hostess as it's creating a negative impression. The accusation about the blanket being stained with black coal is inaccurate; I simply wrapped it around me while sitting. The hostess also mentioned charging me for a replacement if the marks don't come out, which seems excessive.

A few days ago, I made a reservation for the Mayem Lake View Hotel in Goa on your website for the 8th of December. I tried contacting the property immediately but the phone number provided on your site was incorrect, making it impossible to confirm the booking due to card issues. Although I updated my card on the 5th of December, I did not receive any confirmation email. On the 6th of December, my payment was deducted without any prior notification. Despite numerous attempts to reach the property, through calls and emails, there was no response. Alone in Goa, I had to find alternative accommodation. Now that I have returned home, I am finally receiving the confirmation email. This experience has left me extremely dissatisfied with both the hotel's service and your website. The lack of communication, follow-up, and support after the payment deduction is unacceptable. I kindly request a refund.

In February, I made a reservation in Cinque Terre with reservation number [redacted]. Unfortunately, I had to cancel it later due to changes in my travel plans that no longer included Italy. Despite contacting the property to cancel, they did not update the reservation and charged the full amount to my credit card. I have reached out to the customer service team, but there has been no resolution so far, and I do not have any written confirmation of the cancellation. I am hopeful that this matter can be resolved promptly.

On December 9th, a pre-booked taxi from Gardette Park Hotel Paris to CDG airport was not provided as scheduled at 10:30 am. Approximately 10-15 minutes before the pick-up time, First Service Transport Company, booked through booking.com, contacted the hotel to inform them that the taxi would not arrive. I had to arrange alternative transport to the airport, incurring an extra cost of E50.00. This experience was highly disappointing and I am seeking a refund and compensation for the inconvenience caused.

I had a reservation at Westin Pasadena from Dec 6 to Dec 9 booked through Booking.com. Despite cancelling weeks ago, Westin charged me $[redacted].21 for a no-show, claiming they did not receive the cancellation. I am unable to locate the cancellation or confirmation email. Booking.com requires it to assist me. Can you help me find the necessary information to get a refund? The reservation was under Beth H. with the emails [redacted] or [redacted] Please contact me, Jeffrey, at my email address.