Booking.com Customer Service Issues

Hello, I want to address some concerns I have during my stay at this hotel. Since my check-in, there has been a language barrier as no one at the property speaks English. The lack of communication has led to issues such as frozen items in the shared fridge and difficulty with fixing amenities in my room like the lamp and balcony door. The makeshift umbrellas with strings are unprofessional, and the cleaning service is not meeting my expectations as I have to repeatedly request tasks like floor drying and bedding changes. I have raised these issues with the hotel owners through WhatsApp, but the situation remains challenging. I am considering changing hotels due to these ongoing problems and hope to discuss some form of compensation for the inconveniences I have faced. Thank you.

Regarding booking confirmation [redacted] at Hatters Liverpool for the 20th and 21st of December, I made an error with the check-in and check-out dates. I actually intended to book for the 28th and 29th of December. The receptionist informed me that the booking had been modified, charging me £[redacted] for the two-night stay, a higher rate than my initial booking. I am seeking a full refund for this discrepancy.

Liebes Team, Ich würde gerne eine Unterkunft buchen, die mir jedoch etwas suspekt erscheint. Es handelt sich um ein schönes Haus, aber keines der Zimmer ist gebucht und das zu einem guten Preis in der Hauptsaison. Das macht mich stutzig. Zudem sind alle Zimmer Einzelzimmer.🤨 Könnten Sie das bitte überprüfen? Wir planen, für 2 oder mehr Nächte zu bleiben. Vielen Dank im Voraus. Herzliche Grüße, Andrea Karasz

I have a Booking.com account under Sunkoshi Adventure Retreat P Ltd with the email [redacted] Our retreat is based in Nepal, Province 3, Kavrepalanchok District, Panchkal Municipality ward 9. I have been getting payment notifications from Booking.com for a client who supposedly visited, but we haven't received any guests from the platform yet, despite numerous inquiries. I kindly request for this matter to be resolved, and maybe adjust payment terms for future bookings. We value the partnership with Booking.com and look forward to collaborating. Thank you for addressing this.

Hello Booking.com, I am reaching out regarding my reservation with the confirmation number: [redacted].[redacted].[redacted] and PIN code: [redacted]. I have already paid for this booking, but Booking.com canceled it due to a fake room advertisement. However, the payment of [redacted] AZN charged to my credit card has not been reversed yet. The payment was made on 24/11/[redacted] in the name of the hotel TWIN CASTLE BOUTIQUE. Booking.com assured me that the booking would be canceled free of charge, but the amount was still deducted from my credit card. I kindly request that you address this matter promptly. Thank you, and I look forward to your prompt response. Best Regards, Haris.

I recently booked a stay at BADU Hostel in Bangkok. After making the payment, I was informed about their check-in policy, which I missed during booking. The policy states a check-in deadline of 11 pm, but our flight arrives at that time. I tried to communicate with the hostel to find a solution, but they were unhelpful and rude from the beginning. I have screenshots of our conversation. We are now seeking a refund for the two nights. Any suggestions on how to proceed would be greatly appreciated.

Dear Sir or Madam, I hope you had a wonderful Christmas celebration with your loved ones. I regret to inform you that I was unable to obtain a Schengen visa in time for my planned trip to Rome. After reaching out to Booking.com for a refund, I was advised that the reservation was made directly with Albani Hotel, and they might be able to facilitate the refund more efficiently since there is no intermediary involved. I have already contacted the hotel, and they confirmed via email that I can cancel the reservation without any penalties. However, they requested that the cancellation be done through the website where the reservation was made. They also mentioned that I should request the refund directly from the hotel and reference our agreement. Unfortunately, my New Year's vacation plans have been disrupted, and I kindly request your assistance in processing the refund to my credit card. I am hopeful for the possibility of arranging an alternative compensatory vacation. Below are the details of my reservation: - Name: A. Abdelwahab - Confirmation Number: [redacted] - PIN: [redacted] - Check-in: December 28, [redacted] - Check-out: January 3, [redacted] Thank you for your attention to this matter.

I regret to inform you that I was unable to obtain a Schengen visa in time for my trip to Rome. I reached out to Booking.com for a refund, but they advised me that since the reservation was made directly with Albani hotel, I should contact the hotel directly for a better chance of a refund, as there is no third party involved. I have already contacted the hotel, and they indicated that I can cancel without a penalty, but the cancellation must be initiated through the travel agency or website I used for booking. They also require me to request the refund from them directly, noting their agreement to it. My New Year's vacation plans have been disrupted, so I seek your assistance in canceling my reservation and processing the refund to my credit card, in hopes of salvaging another holiday opportunity. - Name: Amr Abdelwahab - Confirmation N#: [redacted] - PIN: [redacted] - Check-in: 28th December [redacted] & Check-out: 3rd January [redacted]

I regret to inform you that I was unable to obtain the Schengen visa in time for my trip to Rome. I reached out to Booking.com for a refund, but they explained that since the reservation was made directly with the property, I need to contact the hotel for a refund. After contacting the property, they offered to cancel without a penalty but mentioned that the cancellation must be done through the same website used to book, emphasizing that they agree to the refund. Unfortunately, my New Year's vacation plans have been ruined. I kindly ask for your assistance in canceling and refunding my reservation to my credit card in order to potentially plan another compensatory vacation. - Name: Amr Abdelwahab - Confirmation N#: [redacted] - PIN: [redacted] - Check-in: 28th December [redacted] - Check-out: 3rd January [redacted]

Hello. I have made a reservation for two nights at La Vieille Auberge du Lac in Saint-Agnan on the second and third of December (reservation number: [redacted]). The total amount for this booking is [redacted].20 euros. However, I received an email from Booking informing me that my Genius 2 status entitles me to a discount at this property (55 euros per night). What should I do to take advantage of this benefit? Thank you very much, Françoise G.

I made a reservation for a night in Kyoto, Japan for 7 people with booking number [redacted]. The price I agreed to was 13,[redacted] yen, as clearly shown in bright green. However, the card connected to the reservation was charged 21,[redacted] yen, nearly double the expected amount due to an undisclosed "cleaning fee." The host claims the charge is final and advised me to contact Booking.com for assistance. I kindly request a refund for this booking, as the reservation dates are on Jan. 2-3, still several days away.

I have a quick question, and I've been waiting on your [redacted] line for 45 minutes. They keep asking repeatedly for my confirmation number, which I don't have yet. This customer service experience is extremely poor. I have $50 in Genius Rewards that I want to apply to a new booking that hasn't been made yet. How can I do this if I don't have a confirmation number? The [redacted] number is terrible. I even tried to start a chat online, but it directed me to call the [redacted] number. Very frustrating.

We reserved a stay at ADS Overnight Accommodation in Richards Bay under the name Khanyisile Buthelezi (Booking Reference: [redacted]). Upon arrival today, December 29, [redacted], we discovered there are pets on the property, specifically 2 dogs and a cat. Unfortunately, this was not communicated to us beforehand. My daughter, who is allergic to dogs, has taken her medication, but her health is being affected, and we cannot continue our stay at this residence. We are seeking assistance for tomorrow to explore other accommodation options as we had planned to stay here until January 2nd.

Five days ago, I made a reservation at Crowne Plaza in Dubai for a stay from January 3 to January 10 for 2 adults and 3 children. However, the confirmation received stated 4 guests instead. After contacting the hotel with no success, I reached out to Booking.com via email but have not received a response yet. I have already paid for the booking using my credit card. Kindly adjust the number of guests from 4 to 5 for this reservation and provide me with the correct confirmation number. If I do not hear back soon, I will need to contact my credit card company to cancel the transaction. Thank you for your prompt attention. - Beletset R.

Regarding reservation #: [redacted] We booked the property called "atico centro museo con terraza y jacuzzi" in Sevilla. Unfortunately, upon arrival, we encountered several issues. On the first night, the neighboring property was noisy, preventing us from sleep. I requested a refund for two nights due to the discrepancy between the property's advertisement and our actual experience. Despite reaching out twice, there has been no response from the host. Furthermore, additional problems have arisen, including a lack of adequate heating, damp towels, malfunctioning appliances, and broken window shades. These issues are detracting from our stay and require immediate attention. We are considering involving booking.com to address these issues as we feel ignored while we prepaid for the stay. Our comfort and ability to rest are compromised, and we seek a resolution promptly. Thank you for your prompt attention to this matter.

I did not make a reservation at Fairfield Inns & Suites in Destin, Florida. My account was charged $[redacted].50 without my authorization, leaving it at -[redacted].50. I urgently require a refund of the charge. When I contacted Fairfield, they directed me to reach out to you. However, when attempting to contact booking.com, I was unable to proceed without a confirmation number. This situation has endangered my truck payment, causing me great distress. I kindly request a prompt refund to rectify this issue. Thank you.

Dear Booking Team, I am writing to request a refund for a reservation that I had to cancel within the free cancellation period. Despite following the policy, I was charged approximately $60. I urge you to investigate this incorrect deduction promptly and return the funds to my account. Below are the transaction details: Account Holder: A.N. Eric Bank: Guaranty Trust Bank Transaction Type: Point of Sale Purchase Amount: $[redacted].05 Transaction Date: 27-DEC-[redacted] Location: Holiday Inn Express Milton Keynes Transaction Time: 07:56:01 AM Document Number: [redacted]7 As of the same time, my account balance was 7,[redacted].38 Ghana Cedi. Your timely attention to this matter is greatly appreciated. I look forward to a prompt resolution and your feedback. Thank you.

Booking REF [redacted] at the Sefton Hotel in Douglas, Isle of Man. My booking confirmation stated "Breakfast included." However, upon arrival, the hotel informed us that the reservation did not include breakfast. Unfortunately, my phone, where I stored the confirmation, did not work on the Isle of Man, so I couldn't show proof of the included breakfast. When settling the bill for £[redacted] (as per the original booking), I paid assuming breakfast was included. Upon checking my email later, I found that indeed my reservation did include breakfast. Although we had breakfast one morning, I believe we were charged for five breakfasts but only received one. I am requesting a refund of £79.60, as I paid for four breakfasts that were not provided.

I am a loyal customer, but when I booked, the price was the same as for a new customer. I was supposed to receive a £15.00 credit for referring a relative, but neither of us received it. It seems like a lie. I need assistance to get these credits applied, one for me and one for the other person. The pricing is not different for loyal customers as advertised, even my confirmation email shows the same price whether I book as a regular or a new customer.

My friend and I arrived in Cartagena on the 28th of December with a booking at “habitación en Cartagena” for 5 nights. Upon arrival, we were informed that they only rent through Airbnb and not Booking. Despite showing them our Booking.com reservation, they were unable to accommodate us. We were left with no choice but to find alternative accommodation late that night. Due to the busy New Year's period in Cartagena, we had to pay significantly more for our first two nights in a dormitory compared to what we had budgeted for "habitación en Cartagena". This unexpected expense has put a strain on our budget. We are hoping for a refund or guidance on how to address this issue. Your assistance would be greatly appreciated. Best regards, A.