Booking.com Customer Service Issues

On November 2nd around 5:55 pm, I used Siri to contact Booking.com regarding a room booking issue while driving. Unfortunately, Siri connected me to Booking.com's London, England office resulting in a 15-minute call costing $45, which was surprising. Upon receiving the bill, I contacted AT&T to identify the number called, as I was unaware Siri would dial an international number in this situation.

Hello, My name is Pauline. I made a reservation at Tanoa Hotel on December 22 for a stay in July [redacted]. When I booked, it stated that funds wouldn't be charged until check-in. I assumed my credit card details were just to secure the booking. However, on December 23, I was surprised to see $[redacted].78 debited from my card. I am frustrated by this misleading information, especially right before Christmas. When I contacted Tanoa Hotel, they insisted the payment was non-refundable. There was never any mention of full payment or a holding fee, as it clearly stated "pay upon arrival". I am requesting a refund due to this misleading advertising, particularly at Christmas time. This situation was not supposed to occur. I am hoping for a prompt response. Thank you, Pauline

I made a reservation last night to celebrate Christmas with friends at property [redacted] Maitland Road, [redacted] Newcastle, Australia through the booking.com app. Unfortunately, my reservation was cancelled, and I'm not sure why. I had already paid for the booking, and I'm concerned about the money I spent. Is there a way to reinstate the booking without having to pay again? Rebooking and paying another time would be expensive for me. I'm hoping to get some assistance on what my options are in this situation. Thank you.

I made a reservation at a hotel in Kissimmee, FL for October 1-4, [redacted]. The nightly prices decreased, and I should receive a refund for the difference to my credit card. After speaking with a customer service representative, I was instructed to email a screenshot of my bill for verification. I attached the screenshot as requested, but I have not received any confirmation from your team. Saving money is important to me, so I kindly request an update on the status of my refund. Please contact me at [redacted] Thank you. - Yakina

I reserved a property in Toronto from December 29, [redacted], to January 8, [redacted], but was informed that my card was invalid. Subsequently, I booked another property for the same dates using a different card through booking.com. Surprisingly, I recently checked my email and found that the initial booking was confirmed, and the funds were deducted from my bank account despite the earlier issue with my card. I am now in a situation where I have two bookings for the same dates in Toronto. Please assist me in refunding the money for the first booking.

Yesterday, we made car rental reservations via Booking.com for pick-up at Faro Airport in Portugal at ALAMO's office at 4:00 p.m. We unintentionally booked twice, first with premium insurance for [redacted].44 €, then corrected it to a cheaper option for [redacted].53 €. We received an email confirmation for the initial booking but not for the modified booking or the cancellation. Could you please provide clarification on this matter?

To Booking, I have made a reservation for my parents through Booking.com at Sea Breeze Resort Phu Quoc. However, upon arrival, it was apparent that the accommodation does not match the photos on the website and is in poor condition. The rooms are unclean, there are issues with the water in the bathroom, and insects were found on the bedroom curtains. The hotel manager acknowledged the poor state of the accommodation and has agreed to allow my parents to cancel the reservation without any fees tomorrow. Additionally, they have promised to assist in finding alternative accommodation. I am seeking confirmation that there will be no charges for the cancellation, apart from the fee for tonight's stay. Tomorrow, my parents will be relocating, and I will arrange for them to stay elsewhere. Thank you for your assistance in this matter. Best regards, K. Uttlova

I made a reservation through booking.com in August and tried to cancel on November 4th without success. After speaking with a helpful lady at the hotel who assured me the cancellation was processed, I later discovered a charge of $[redacted] on December 22nd. Upon contacting the hotel, they were unhelpful and even hung up on me twice. Despite reaching out again on December 23rd, the issue remained unresolved until I spoke with Brian, who confirmed the cancellation but couldn't process a refund since booking.com had made the booking. Subsequent attempts with booking.com resulted in an unproductive conversation with a difficult-to-understand representative who also hung up. Seeking assistance in recovering the $[redacted].58 refund.

I have already sent a text message clearly stating that no money should be taken from my account unless the rental car is picked up. Since the car was never picked up, you have taken money from my account, which I would like to be refunded within 5 business days. If not, I will have to take legal action. You have taken $90 illegally, and I want it refunded promptly. I have tried calling and leaving messages, but have not received a response. You can reach me at [redacted]. If I don't hear back by the end of the next business day, my bank will be involved. Please return the funds to my account to avoid further escalation.

I am currently staying at Days Hotel in Allentown, Pennsylvania. Upon checking in today, I booked two rooms and encountered several issues. The rooms were dirty, linens were dirty, TV was broken, and there was no heat in one room. I need accommodation until Monday, but I am very dissatisfied with this booking. I am looking to cancel the next three nights if possible, willing to pay for tonight only. Please contact me at [redacted] as soon as possible. Today is Thursday, December 26th. I hope for a prompt response. I spoke to the hotel's management, who advised me to contact booking.com for assistance. I am open to staying at another hotel under booking.com as long as it is within the same price range or better. Thank you.

On October 20, [redacted], I made a booking on Booking.com for two rooms at a motel in Allentown, Pennsylvania called Days Motel. I arrived today, December 26th, and both rooms have had issues from the start, including dirty linens, no heat, and overall uncleanliness. Despite seeking help from the hotel management, I was informed that nothing could be done until tomorrow. I will be staying for the next three nights, and I am dissatisfied with the service provided. I am requesting a refund for the remaining three nights. I have paid for one night already, and all rooms were prepaid. I have been advised to contact Booking.com to arrange for the refund. Please address this matter promptly. Thank you.

My friend and I made a reservation at Station House Inn in South Lake Tahoe through booking.com, but we encountered an issue with the payment. The description led us to believe we could reserve the room without an immediate charge, with payment only upon check-in. Regrettably, we had to cancel our plans, and it seems that the hotel charged my friend's bank account despite us not staying at the inn. This unexpected charge has caused significant financial strain for my friend, who is currently facing difficulties. We are hoping to resolve this situation and receive a refund for the charge as soon as possible.

I'm Griselda from the Omni La Mansion del Rio Hotel in San Antonio, TX, contacting regarding Tana E.'s reservation for 12/28/19 - 12/29/19 under confirmation number [redacted]. Tana has been trying to cancel her reservation without success as she never received her pin number from booking.com. She requested the cancellation due to illness and I assured her we would waive the fee. Could you please assist in canceling her reservation and waive the associated fee? Thank you.

The villa at Rue des Carangues was not suitable for habitation. Upon arrival, we noticed numerous faults and concerns. Though the villa was reserved for guests, we only found 2 mugs and lacked basic amenities like a kettle. There was only 1 saucepan, dirty crockery, stained sheets, and outdated nylon sheets on one bed. The environment felt antiquated, with mold on the air conditioning unit and a lack of water for 2 days. While the owner provided some requested kitchen items and fixed the pump, showering continued to be problematic. We observed multiple hazardous issues, including broken power sockets, wires hanging from the ceiling, and equipment in the kitchen covered in grease. Additionally, the swimming pool had algae, and the villa's walls were stained. Despite the booking confirmation promising a cleaner, one was never provided. These setbacks greatly impacted our holiday experience, and we believe a refund is warranted. Any assistance you can offer would be greatly valued.

I made reservations at Knights Inn on December 24th for my son, Jonathan, his wife, and my husband and myself on two separate bookings. After returning to the hotel, we found some questionable individuals near my son's room, one even covering his face with a bandana. Feeling unsafe, my son and his wife decided to leave. Despite paying at the hotel, the front desk directed us to contact booking for a refund. Additionally, they overcharged my son $74.99 instead of the quoted $60 due to his dog. I reached out to booking, was informed they would email Palm Harbor Knights Inn, but I have yet to receive any updates. Safety was our priority, and he deserves a refund. We only stayed because we had a weapon. His reservation number is [redacted].

This morning, I made a reservation at the Quality Inn Clearwater airport Florida. After booking the motel, I was prompted to rent a car, which I also did. I received an email confirming the car rental with reference number [redacted]91, but I have not received an email confirmation for the motel booking. I am worried that there might have been an issue with the motel reservation. I don't have a reference number for the motel as I haven't received an email regarding it. Could you please look into this and provide me with an update at your earliest convenience? Thank you.

I reserved 3 properties for a trip to Thailand from 2/18 to 2/26. In the app, the main booking list shows the dates correctly, but when I check 2 properties, they show reservations for Feb 23-26, different from the summary. I want only one property per night. Additionally, the prices differ between pages, with one being correct and the other too high. Initials: C. G. Email: [redacted] Phone: 1[redacted]

Booking number [redacted]. Hello, I need to adjust my booking due to work commitments. I must return from Croatia to Ireland earlier than planned, so I have rescheduled my flight from 06 Jan to 29 Dec. Consequently, I will need to check out on 28 Dec. Unfortunately, my work requirements leave me no choice in this matter. I have been lodging since 23 Dec (reservation number [redacted]) and have already informed the host about my situation. The host has indicated a willingness to approve a partial refund upon your approval. I attempted to submit a refund request via the website but received a rejection message stating that Bluesun Sibenik Apartments cannot offer an exception and will apply the full cancellation fee. The host suggested contacting you once more. Could you please guide me on the necessary steps? Currently, the only option available on the website is to cancel and incur the full reservation cost. Thank you, A.

I booked a room at La Quinta Inn in Tupelo, Mississippi for December 27th. However, upon arrival, they had no record of my reservation. My phone showed the date had been altered to January 10th. I am traveling from Kansas City to Florida and urgently need a hotel for tonight. I've made a reservation at La Quinta in Birmingham, Hoover, Alabama, and need to correct the charge to cover my stay tonight instead. Can you assist me with this matter? - Patrick S.

Upon arriving at the rented apartment, I discovered that the owner is currently residing there along with their cat. I was asked to feed the cat and leave the window open for its access, which was not communicated clearly beforehand. This situation is impacting my vacation negatively, especially since my youngest daughter has pet hair allergies. Despite informing both the owner and the agent about this issue, it remains unresolved. The cat's presence has restricted me from opening windows or leaving the patio door ajar, which is unsatisfactory and quite distressing. I kindly request either the cat be relocated or for me to be moved to a different apartment near the ocean with similar amenities to salvage my holiday experience. Urgent attention to this matter is required, as I have tried reaching out to the agent, Louise, via email without a response so far.