Booking.com Customer Service Issues

I made a prepaid reservation through booking.com for ROW NYC, but upon arrival, I discovered the appalling cleanliness and condition of the hotel. The first room had a noticeable bloodstain on the sheets, and the alternate room was in a dilapidated state with filthy floors and damaged furniture. Although I checked in on 8/11, I cannot endure staying for 8/12 & 8/13. I intend to cover the one night, but not the subsequent two nights. I am traveling with a child and cannot subject her to this unacceptable environment. Kindly advise on the necessary steps to proceed with a refund for the nights of 8/12 & 8/13. Kelly

I am writing regarding reservation [redacted].[redacted].[redacted] with pin [redacted], which I have CANCELLED. The reason for my cancellation was receiving an email from the property requesting my arrival time, as I did not provide it during booking. I found their direct contact and the email's German heading insulting. I do not reside in Germany or speak German, so receiving such an email was highly inappropriate. I hope you will convey my dissatisfaction to the property about how they handled this matter. Thank you, Simon Stock Kochavi.

Dear Customer Service, I am reaching out to share my disappointing experience with the "Booking" website. My husband and I had selected the "Anezi Tower Hotel" in Agadir, Morocco, for our honeymoon. Upon arrival, we encountered delays during check-in, a staff member entered our room without knocking, and excessive noise in the halls disrupted our sleep. Furthermore, when we requested blankets, we received a filthy one after multiple calls to the reception. I paid over $[redacted] for one night with poor service and unhygienic conditions. When I asked for a refund for the remaining two nights, the receptionist mentioned that they had not received the payment from "Booking" yet. Despite my dissatisfaction, the reservation was canceled abruptly. I kindly request a refund for the two nights we did not stay at the hotel due to the unpleasant experience. This was meant to be our honeymoon but turned into a nightmare. Best regards, Amina

As a loyal Booking.com genius member, I want to share my recent experience at the Sol Wave House in Magalluf. My family and I booked a suite for 4 nights in room [redacted], facing a noisy nightclub. The loud music kept us up till 4am, leaving us exhausted. The dining experience was disappointing - dinner in a different location was of poor quality with nothing fresh, and breakfast seems to be going the same route. This is a stark contrast to our pleasant stay at Hipotels Palma Palace and Spa in July. Could you please assist in relocating us to Hipotels promptly for a better experience in Mallorca? A refund from Booking.com/Sol Wave House for the unsatisfactory stay and dining is urgently needed, as well as a refund for additional charges paid for taxes. The hotel's cleanliness is also subpar. I eagerly await your prompt response. Thank you. - Jacky

Good afternoon, I am writing to address a complaint and request a refund concerning the booking number provided in the email I received. My friends and I reserved a room for three people for this weekend, August 10-11. We were informed that a late check-in was possible for an additional charge, and we were asked to provide our estimated arrival time on the same day. Due to heavy traffic and delays during our drive from Geneva, we contacted the hotel mid-journey to update them on our late arrival. They assured us it would be fine and instructed us to call a specific number upon arrival. We continuously informed them of our expected arrival time via WhatsApp messages (please find attached screenshots of the conversation). Upon reaching Verona at 1 am, we called the advised number repeatedly without any response (screenshots of the call log attached). We waited outside the hotel for 1.5 hours with no communication or assistance. To our surprise, we later discovered that our reservation had been cancelled without any attempt to contact us, while we had been in touch with the agency throughout the evening. In the end, we had to secure another room at the only available hotel in Verona for [redacted] euros per night. We are extremely disappointed with the lack of communication and service from this establishment and believe that a full reimbursement is warranted for the stay we were unable to enjoy. Kind regards,

Good evening, I contacted Booking.com on Thursday night regarding a reservation issue (Confirmation [redacted]), which was promptly resolved by the staff. The person assisting me assured me that my second reservation ([redacted]) did not need to be canceled as it would be automatically updated after fixing the first one. Unfortunately, the second reservation was not canceled, resulting in being charged twice by the Redbury Hotel without acknowledgment of the second booking. This situation seems to be misleading. I kindly request a refund for the duplicated charge due to the information provided by Booking.com Customer Service advising against canceling the second booking ([redacted]). I anticipate your prompt response. Best regards, -Murilo B.

I am requesting a full refund for the apartment and hotel as both were not as advertised. Despite sending pictures of the unsuitable conditions, we have not received a full refund. We had to spend extra money to stay with family due to the poor conditions of the apartment. Additionally, the stress caused health issues for my mother-in-law who is recovering from cancer and my son with disabilities. We cannot afford another place to stay due to the unexpected costs. It has been a disappointing and financially straining experience, and we feel misled by the false advertisement of the accommodations.

I booked a room through booking.com for the night of the 12th to the 13th, and I had issues with the Wi-Fi during my stay from Sunday to Monday. Even after contacting the front desk and being promised a resolution, I was still unable to connect to their network. This caused me to incur data charges on my phone, which are more than the discount offered for an additional night's stay. When I reached out to booking.com for assistance, the representative seemed unhelpful and refused to take responsibility. Furthermore, he abruptly ended the call when I expressed my dissatisfaction with the offered resolution. I am seeking confirmation that booking.com will not address this issue or compensate me for the inconvenience. Thanks for your attention.

I cancelled my hotel rooms two days in advance, but the payment was deducted from my account well before my arrival date. Holiday Inn confirmed the cancellation but couldn't assist further. I find this situation questionable and will involve the Fair Trades Commission if not resolved promptly. My cancellation confirmation is [redacted] with pin [redacted]. I go by Brandi Decker, and the reservation was under Eric Cude but paid from my account. We cancelled on 7-25-18 for the stay on 7-27-18. I assumed the payment processor was connected to the hotel due to the automatic payment process. Holiday Inn mentioned they've received numerous complaints about this issue. I await a quick response and resolution.

I made a reservation at the Fairfield Inn in downtown Indianapolis for September 15th. Unfortunately, my girlfriend already booked another hotel room without my knowledge. I opted for the non-refundable rate to save money but now we don't need both rooms. I understand the terms, but given the circumstances, I wanted to inquire if there's any possibility of a partial refund. I've seen cases online where customers were able to receive a refund in similar situations. It would be greatly appreciated if you could assist me with this issue as losing over $[redacted] would be disappointing for us, especially since this trip is a birthday present for my girlfriend to attend the Taylor Swift concert. Thank you for your help.

Hello, I need assistance as we have not received any response from customer care to date. Here are the details we would like to share: - Booking Number: [redacted] - Pin: [redacted] - Email: [redacted] - Grandio Hotel in Prague - Arrival and Departure Date: 6.10 - 9.10 Below you can find our complaint. Thank you. Dear Booking.com, Below you can see our reservation at the Grandio Hotel Prague. We booked 2 rooms well in advance of our trip. We are a married couple, and the other 2 guests are siblings. During booking, we couldn't select one room with a double bed and another with separate beds. To prevent any issues during our trip, we left a note emphasizing the necessity for one double room and one room with separate beds. Grandio is being difficult! They couldn't guarantee fulfilling our essential requests. The room is quite expensive, and it would be unnecessary for us to book an additional room. We believe it shouldn't be challenging for Grandio to provide us with a guarantee. Our trip is budgeted. We hope you can assist us in ensuring our request is met. Thank you for your efforts. Kind regards, K. and M. Gunzinger

I made a reservation at Radisson Blu in Maputo for Aug 12 to 16 with confirmation number [redacted].[redacted].[redacted] and PIN CODE: [redacted]. Unfortunately, as I tried to board the plane to Maputo on Aug 11, Air France did not let me fly because I couldn't provide a visa for Mozambique. Despite holding a French passport, they denied my boarding. I contacted Radisson Blu, who advised me to cancel through booking.com, which I did on Aug 12. Due to the last-minute cancellation, I am unsure if I still need to pay the US$[redacted].51. Radisson Blu is unsure if the amount was charged to my credit card by booking.com. I need an email address to use for correspondence as the one I have is a noreply address. This issue is urgent as I intend to file a complaint against Air France.

Upon entering the room, I noticed that the linoleum floors were not cleaned and didn't smell fresh. The microwave was dirty, and there were pubic hairs in the shower. I showed the front desk 10 pictures, but the staff member just chuckled and said it didn't surprise her. When I tried to get ice, the machine had green algae inside where the ice/water is dispensed. No one seemed aware of this issue. When I returned to the room with dinner, the shower was still dirty, and part of the floor remained uncleaned. I was shocked to find roaches crawling on the wall, which left me feeling unsafe. I am requesting a refund and would like to rebook at another location, even if it means paying more. The safety latch on the main door is also falling off. This experience has been extremely upsetting as I had to deal with unsanitary conditions and now have to pack up everything to prevent roaches from getting in my belongings. I hope someone can assist me in rebooking at a different place and refund my money from this establishment.

Yesterday, at 1 pm, I made a reservation at the Best Western Dulles Airport Inn, but had to cancel due to my daughter falling ill. I called the Amtrak station to cancel through booking.com at [redacted] as I do not have a local U.S. phone. When I reached the hotel, the receptionist couldn't help. I successfully cancelled online using the booking.com site and the reservation number before the 2 pm deadline for a free cancellation. Now, I am being asked to rate my stay at Best Western, but I never checked in. I have used booking.com successfully in the past and hope this issue can be rectified promptly.

On March 19th, I made a reservation with nr. [redacted] and pin code [redacted] for a 3-day stay from March 23rd to March 26th at the New West Inn Amsterdam through booking.com under the name of Curtney R.G. Kwidama. Despite cancelling the trip on March 20th after receiving a call, I was charged USD [redacted].76 on March 21st, one day after the cancellation. I contacted the hotel, and Mr. Daniel advised me to send an email. After doing so, they refused to refund the amount. I find it unfair to be charged for a service I never used since I didn't stay at the hotel due to the cancellation. Despite multiple attempts, I have yet to receive my refund of USD [redacted].76. I kindly ask for your assistance in getting my money back so that it can be deposited into my Master Card account at Maduro & Curiel's Bank in Curacao with account nr. 5[redacted]-0[redacted]. Thank you in advance for your help. Faithfully, C.R.G. Kwidama.

To Whom It May Concern, I am facing an urgent issue. I have reached out to customer support in Serbia but have not yet received a response, and I am in need of immediate guidance. Approximately two weeks ago, I made a reservation for 'Alom Vendeghaz' in Debrecen, Hungary for the 17th and 18th of August. I received confirmation via email, text message, and a reminder of the upcoming stay. However, this morning, the accommodation emailed me to inform me that they are fully booked on the 18th and requested that I cancel my reservation. My booking details are as follows: Booking Number: [redacted], PIN code: [redacted]. I am uncertain about the next steps to take. The hotel has a cancellation fee, but I believe it is unfair since they are the ones asking me to cancel. I also feel inconvenienced by this last-minute information, as we were already preparing to depart. Thank you in advance for your assistance. Best Regards, I. S.

In January, I made hotel bookings for my trip to Scotland in August through Booking.com. Unfortunately, out of the 8 hotels I booked, 3 were unexpectedly canceled by the website, causing inconvenience during my trip. Despite contacting Booking.com customer service and speaking with an agent named Paulo on 8/17/18 at 9:35 a.m., I received no assistance or apology for the cancellations. Paulo claimed there was no higher authority to escalate the issue to and did not provide a satisfactory explanation for the cancellations. The hotels affected were The Shakespeare Inn in Kendal on 8/3/18, Lothlorien in Fort William on 8/5/18, and Hotel Broughty Ferry in Dundee on 8/9/18. The lack of professionalism from the agent has left me dissatisfied with the service and reluctant to use Booking.com again in the future, as well as discouraging others from doing so. I am expecting a prompt response regarding this matter.

I made a booking for two apartments at Manchester City Stop – one non-refundable and one with free cancellation. Due to changes, I needed to cancel the 7-person apartment. I mistakenly canceled the non-refundable one instead of the free cancellation, resulting in a charge of £[redacted]. Manchester City Stop Apartments agreed to accept the payment for the remaining booking without the cancellation fee. They requested confirmation from you to avoid any further charges. Apologies for the confusion, and I appreciate your prompt assistance in resolving this issue.

During our check-in at the Extended Stay Hotel in Houston, Texas, we encountered a disappointing situation. Our room was infested with both dead and live roaches, along with towels that had hair on them. After notifying the front desk clerk and being given a new room, the bug issue persisted. Additionally, we noticed deceased bugs near the elevator. To receive fresh towels, we had to take our used linen to the front desk as there was no maid service during our two-night stay. Despite our desire to switch hotels due to the unsanitary conditions, the non-refundable fee prevented us from doing so. We are concerned about the possibility of bringing bugs home with us in our belongings. Regrettably, the hotel did not meet our expectations and falls short of a 3-star rating. It is unfortunate that such a lack of cleanliness and sanitation was observed at this establishment.

This is my first experience using your website, and I made a mistake by booking a non-refundable hotel room unintentionally. I selected the wrong room option, and upon realizing my error, I contacted the hotel to explain my situation. Unfortunately, they were not accommodating. Due to my grandmother's deteriorating health and her upcoming 100th birthday on November 30, [redacted], I urgently changed my flight to be by her side in Mahlow, not Berlin. Despite the hotel being a half-hour drive from Mahlow, I needed to cancel my reservation. After being unsuccessful in getting the fees waived, I accidentally canceled my entire reservation, losing the $1,[redacted] I had already been charged. I cannot afford this loss and have initiated a dispute with my bank. I am willing to book another property through booking.com for my stay during this critical time, but I need assistance to avoid losing my money. Your help in this matter would be greatly appreciated.