Booking.com Customer Service Issues

I was charged for the hotel despite being promised free reservation and cancellation. I booked a room at Lloyd's Inn in Singapore for December 18th-19th and December 19th-20th, with payment at the hotel. Upon canceling, my card was charged $[redacted] for two rooms, not including booking and service fees as assured during reservation. Lloyd's Inn insisted on a 72-hour cancellation notice, not mentioned during booking. Booking.com's terms on free cancellation, reservation, and no booking fees were unclear.

I had a last-minute cancellation by the property on the same day as my stay (confirmation [redacted]). They kindly agreed to waive the cancellation fees and issue a full refund. I followed their instructions to cancel for free, which they promptly accepted. However, after inquiring about the refund, they have stopped responding to my emails. While they were quick to respond regarding the cancellation fees initially, it has been nearly two days without any further communication regarding my refund of $81.90CAD.

I have booked a hotel for 2 non-refundable nights. The hotel does not have a triple room available for the two nights. They offered me an upgrade by paying an extra 60 US dollars for two nights, which I declined. I am requesting a refund of my [redacted].04 euros paid for a service the hotel cannot provide. I asked for a cancellation and refund. The hotel directed me to contact Booking. I have requested a cancellation without fees and have not received a response in two days. Please consider my request for a refund promptly. Reservation [redacted] at Posada del Sol Tulum hotel from February 23 to 25, [redacted]. Mrs. Drouin

I made a hotel reservation through Booking.com on my phone, relying on the information provided that stated the hotel in Lynchburg, TN was less than 4 miles from Powhatan, VA. Upon arrival, I discovered the actual distance was 84 miles, rendering the hotel inconvenient to visit my friend at the hospital. I had to drive [redacted] miles to rectify the situation by canceling and rebooking another hotel. The Booking.com app's error misled me, as most hotels listed under Powhatan, VA are actually in Lynchburg, VA. I possess a screenshot depicting the discrepancy and would be happy to share it. I am disappointed by this error and intend to share my experience online for public awareness. This issue is a result of Booking.com's app inaccuracies, not the hotel's fault. Thank you. Theodore A. Rice

In March [redacted], I made a reservation at Rennie MacIntosh Hotel (Central) in Glasgow, Scotland for September [redacted]. However, I had to cancel the reservation before the required date. Despite this, the hotel billed me as a "no show". When I checked the reservation on the website, it indicated that an email had been sent to confirm the cancellation to my email address, [redacted] The page showed "Canceled" in red letters, but it was not dated. I printed this information and provided it to my bank. They requested a document with a cancellation date. I am unable to locate the follow-up email as promised, and when I revisited the website, I could not find the reservation information again. I need a dated confirmation of my cancellation to forward to my bank. Please send me this documentation promptly.

My reservation is under the name Mary Starnes. Unfortunately, I do not have my PIN handy. The reservation is for January 14th to 21st at ElCaribe in Merida. When attempting to cancel through Booking.com, it indicates I do not have an account despite me having a registered one. Interestingly, my preferred hotel usually shows up when I log into Booking. I am facing an issue confirming my reservation number, but ElCaribe has verified that my stay for January 14th to 21st was indeed booked through Booking. Any assistance would be greatly appreciated. Thank you, M. S. [redacted].

Hello, I'm Lornalie Garcia. I canceled my reservation at Hutkins Cottages without any fees recently. I am wondering when I will receive the refund of P3285.82 from booking.com. Hutkins Cottages confirmed the cancellation was free and advised me to reach out to booking.com, but my sister has not seen the refund reflected in her account yet. Thank you and have a great day!

Hello, I am having an issue with managing my booking at Flamingo Hotel Penang. I have my bookings confirmed for the 24th and 25th, and payment has been made. Regrettably, I forgot to cancel the booking for the 22nd at the same hotel. I noticed that Booking.com deducted my payment for this date. I won't be able to make it on the 22nd of December, so I kindly request Booking.com's assistance in canceling the booking and issuing a refund. It's not feasible for me to stay at Flamingo Hotel two times. I hope the Booking.com team understands my predicament and can resolve this matter promptly. Thank you very much.

I need to cancel my reservation, but I can't find my confirmation on the website to follow the instructions. Are there issues with your site in Australia? Today is the final day for me to cancel, and I've been trying to do so for the past three days without success. I booked a room at the Great Western Motel in Tralgon, Victoria, for Sunday, December 22nd for one night. I paid with a Visa card. Can you please assist me? Thank you, Pamela H.

Hello, On my booking.com account, there’s still around 57 euros in my Wallet. I also received a 50 euro gift card from Booking.com a while ago. I tried to add this to my account, but it required a credit card which I don’t have. How can I resolve this issue? I plan to book a hotel for next week and would like to finally use my Wallet. Last time, I couldn’t use it during my booking, and despite contacting your staff, nothing could be changed as I had already booked. Since I haven’t made a booking yet, I hope to find a solution for both problems. Best regards, Celine P.

I was planning a family trip to Bremen from January 24th to 27th and a friend suggested the H+ Hotel. However, I mistakenly booked for December 24th-27th. I am unable to change the dates and canceling would incur a €[redacted] fee, which I would like to avoid. I am hoping to change the reservation to January 24th-27th and am willing to pay extra if necessary. The confirmation number is [redacted]. Thank you, Shahin.

I've tried to contact you multiple times through email and phone without success. I sent an email that has gone unanswered, and when I called, I was told a booking number is required. I reserved a two-night stay at Mercure Burford Bridge Hotel Dorking for January 11th, [redacted], on December 15th, but did not receive a booking number. I have booked through Booking.com in the past and now wish to cancel this booking. Kindly refund the £[redacted].00 charged to my account.

As a merchant at Hertzog Homestead Bed and Breakfast, we recently had a no-show for a Booking.com reservation made by Elizabeth Cano from Norwalk, CT. Upon trying to contact her using the provided number, it appeared to be incorrect. Our cancellation policy stipulates a requirement of 7 days' notice, otherwise the first night's full fare of $[redacted].44 is charged. We are unable to reach Ms. Cano and are seeking assistance. Please contact us at your earliest convenience. Thank you. Sincerely, Kristen and Scott H., Owners

Hi Team, I am reaching out regarding our hotel reservation at Kaithali Hills in Shimla. Unfortunately, due to the ongoing CAB protest, we need to cancel our stay. When we made the reservation, it was indicated as refundable until December 22nd. However, upon booking, it now states that it is non-refundable. Here are the booking details: Booking ID: [redacted]97 Name: H. Hotel Name: Kaithali Hills, Shimla Check-in Date: December 25, [redacted] Check-out Date: December 27, [redacted]

I'm concerned about a potential scam. I recently received an email regarding my upcoming reservation at Comfort Holiday Hotel in Istanbul claiming my credit card payment was declined and prompting me to update my details through a provided link, which turned out to be inaccessible. I checked my credit card statement and noticed two pending charges for the same amount. The hotel is not supposed to process any payments until April, 60 days before my stay. I have reached out to the hotel to inquire about these charges but wanted to notify you as well in case there has been a security breach.

I made a reservation at Hostel "Building 11" in Dubai for November 27, [redacted]. I followed the directions and map provided but couldn't find the building. Despite asking numerous locals and checking every building with the number 11 on nearby streets, I couldn't locate it. I tried calling the contact number multiple times but received no answer. I even examined the map provided on the confirmation sheet and went to the listed address, only to find car repair shops. After searching for over 8 hours and booking another hostel, I had to stay there. I believe I should be refunded for the payment made for Hostel Building 11.

I am disappointed to see that the property listed as Turnpike Cottage on Booking.com actually refers to a different property, 3 Turnpike Cottages in Biddestone, Chippenham, Wiltshire, where I reside. I have communicated with the property owners, who assured me the error would be fixed, but it has not been corrected yet. Please address this discrepancy promptly.

I made a hotel reservation in Wilder, Kentucky for December 20-21. Initially, I canceled the first booking. Subsequently, I rebooked, but my account was charged twice. Surprisingly, I did not receive any notification about a refund for the first booking. Consequently, upon reaching the hotel, they had no record of my reservation made through booking.com and had to charge my card again. I am seeking reimbursement for both instances where I booked the hotel through booking.com. It is frustrating to have been charged three times for a single room.

Good morning, this is Camile Palma. I am writing to address an issue with the cancellation of my reservation last Friday morning through your website. We had booked MODERN STUDIO KL TOWER with confirmation number [redacted] and pin code [redacted]. After contacting the unit host, we were informed that the unit had been double-booked and couldn't accommodate us. The host advised us to cancel the booking immediately, which we did, although it was non-refundable. We were instructed to seek a refund through booking.com and she mentioned that you would contact her to confirm the refund. Thank you.

Good morning, I am writing to address the issue I encountered with the cancellation of my reservation last Friday morning on your website. My booking at MODERN STUDIO KL TOWER with confirmation number [redacted] was cancelled due to a double booking situation. Despite the unit host confirming this, the reservation was non-refundable. The host advised me to seek a refund through booking.com and mentioned that you would contact her for confirmation.