Booking.com Customer Service Issues

I made a reservation on booking.com around 8:30 pm on December 28. An hour later, my husband and I opted to drive all night instead of using the room. I couldn't find a cancel option on the app, and there was no information about any cancellation fees, so we assumed it wouldn't be an issue. However, we were surprised to see a $94 charge on our bank statement for not showing up at the hotel. Despite explaining the situation, the hotel insisted we should have given a 24-hour notice, which seemed impossible considering the booking was for the same night. They advised us to reach out to booking.com to request a refund from them.

I made a late-night room booking, but later decided to drive through the night. I couldn't find the cancel option on the app, and with no mention of a cancellation fee, I assumed I could cancel upon arrival at the hotel. However, the next morning, a $94 charge appeared on our bank statement. We were informed we needed to give a 24-hour notice for a refund, which was impossible for a same-day booking. The hotel claimed our bank information from a prior booking on the app. I've reached out to booking.com for a refund before the pending charge processes. This experience with Magnolia Bluffs Casino Hotel in Natchez, MS, has been frustrating, and I am seeking a resolution.

I am quite concerned about a booking I made on December 29th. The instructions for payment seem vague, and the emails I received have poor spelling and grammar. I tried to contact Garden Y Mar today but got no response. I've also sent multiple emails to Booking.com without any reply. My booking reference is [redacted]. I feel uneasy about the bank transfer request due to the lack of information provided. I believe payment should be made upon arrival if the process is unclear. I am unsure about the progress of this reservation.

Hola, he recibido una factura telefónica de 39 euros por llamar a ustedes a un número gratuito 91... que luego redirigen sin previo aviso al [redacted]. Considero que es un acto fraudulento de su parte, creando confusión, engañando con música de espera, sin ofrecer soluciones y mintiendo, ¿además de estafar? Además, no lograron resolver mi problema. Soy una cliente leal de Booking, incluso soy miembro Genius, pero me siento estafada y decepcionada en esta ocasión. Espero una disculpa y el reembolso de mis gastos. Les pido que revisen mis llamadas y procedan con el reembolso o habrá consecuencias adicionales.

After enduring an 11-hour wait due to a flight cancellation, I finally checked into Parkway Inn for a much-needed rest only to find the non-smoking room filled with a strong smoke smell. As I entered the bathroom hoping for a refreshing shower, I was greeted by cockroaches crawling near the tub. The unsanitary conditions were too much for me to bear, and I had to leave the room immediately without spending the night. I am kindly requesting a refund considering the circumstances. This experience was particularly disappointing given the stressful day I had faced with flight cancellations and rebooking expenses. I appreciate your understanding and hope for a resolution to this matter.

I have been using Booking.com for many years without any issues. However, on December 14th, there was a problem with a recent booking at Lyrath Estate. The hotel had a reservation for three rooms under the name Richard Murphy, with a duplicate booking for another room on a different date that we did not make. The hotel is claiming we need to pay for this additional room that we did not book. The hotel provided a booking confirmation number BXMXPKRROLM ([redacted]) for the extra room, which we did not receive any communication about from Booking.com. We are worried about this mistake and would appreciate a prompt response to resolve this issue. Thank you.

On the 12th of March, [redacted], I visited the Booking.com website to book a car with Europcar for a trip in December [redacted]. After researching my options, I reserved a Volkswagen Passat or similar car to be picked up at Heathrow Airport. The booking reference number was [redacted]43. The total cost was $[redacted].99 for the rental period from 2nd December to 12th December [redacted]. Upon arrival at Heathrow Airport on 2nd December, the Europcar rental office informed me that they did not have the car I reserved and offered an expensive upgrade to an Audi 5. Feeling pressured, I accepted the offer and paid at pickup. The Audi 5 lacked an owner's manual, preventing me from using the upscale features I paid for. After examining the invoice, I realized the $[redacted].99 I paid in advance was not deducted from the final cost. Despite multiple attempts to resolve this with Europcar, they have refused to refund me. I'm unsure if this issue involves Booking.com, Rentalcars.com, or Europcar, but all I seek is the refund of the initial $[redacted].99 payment. Unfortunately, I feel deceived and taken advantage of by Europcar and will not be using their services again.

I have noticed three charges on my checking account from Booking.com that I need clarification on: 12/09 - Hotel on Booking.com 12/11 - Hotel on Booking.com 12/21 - Hotel on Booking.com I always pay for my hotel stays directly with the hotels, so I am uncertain about these charges. I have never received a billing from Booking.com before, so I am questioning the legitimacy of these transactions. I appreciate your help in resolving this matter before taking any action to block these charges from my account. Currently in Phuket, Thailand and heading to Koh Phi Phi on Jan. 4, [redacted]. I attempted to contact you by phone, but I could not understand the message in Thai. My contact email is GreggBerr***@hotmail.com, and my name is Robert Berry. Thank you for your assistance.

I've been attempting to contact someone for the past five days and nights to cancel a reservation made on December 28, [redacted]. Regardless of the time I call—be it at 8 PM, 3 AM, or 10 AM—I am always greeted with the same recording and never able to reach a real person. Unfortunately, I can't locate the confirmation email with the necessary details despite checking all emails received since December 28. This situation has been so stressful that I had to go as far as stopping my debit card and reporting it as lost due to the holiday closure.

Subject: Issue with Room Price Increase Dear Ref, Confirmation number: [redacted] I am writing to address the discrepancy in my booking. Initially, I received an email offering an upgraded room at €[redacted].20, but upon accidentally booking it and returning to my original selection, I noticed the price had been raised to €[redacted].20. This increase from the initial amount seems unjustified. I have tried to resolve this matter by contacting both your service and the hotel directly, only to be redirected back and forth. I hope to receive clarification promptly, as I am considering canceling my reservation if this issue remains unresolved. Sincerely, Bob & Wendy Loew

Dear Booking.com, I am writing to share my experience at the Green Garden Phu Quoc Resort in Phu Quoc, Vietnam, where my girlfriend and I stayed in December [redacted] with booking number [redacted]. Overall, our stay was pleasant, although some amenities advertised were not provided, such as hot water, room service, TV, and a mosquito net. Despite these discrepancies, we enjoyed our time there and even made new friends during our extended stay. However, we noticed a significant price discrepancy among guests, ranging from 5 to 45 Euros per night for a bungalow. Those paying more rightfully expected better conditions and some even left due to dissatisfaction. While our own experience was satisfactory given the price we paid, it raised questions about the consistency of services offered by the resort. I observed a staff member handling multiple responsibilities, including translation, and was informed about concerning practices regarding salary deductions based on guest payments. I believe that Booking.com should have guidelines in place to ensure fair and transparent dealings with hosts. I hope improvements can be made to address these issues for the benefit of all guests. Sincerely, Ch. Fuchs

Hello, I am May. I recently stayed at San Marco Experience Guest House in Venice about two weeks ago. I had reserved a two-day stay but only stayed for one day. During my stay, I encountered a problematic situation with the house owner regarding the heater not functioning, leaving the room extremely cold. Unfortunately, the disagreement led to me leaving the guest house abruptly after a dispute where the owner stated, "This is my house, my rules." I aim to share my experience on the booking.com website to alert others and prevent them from having a similar negative experience. However, I am unable to log in, possibly because my stay was marked as a no-show. My booking number is [redacted] and PIN is [redacted]. I kindly request your assistance to enable me to submit my review on your platform. Thank you in advance. Best regards, May

I had reserved a room at the Buchanan Arms hotel for bed and breakfast, with plans to have dinner there as well. However, upon arrival, I encountered numerous issues. The room was small and cold with a malfunctioning radiator, no towels were provided, and the overhead light was not working. Despite informing the reception, the only solution offered was a small heater, and they mentioned a problem with towel delivery. Even at the spa, there were no towels available due to a broken dryer, and the hairdryer was also broken. The service at the hotel was disorganized; I was asked to return to book dinner and was later informed they were not serving dinner that night. The hotel was chilly, the staff seemed overwhelmed, and there was a lack of assistance from other personnel. Ultimately, I decided to leave as other dining options in Drymen were fully booked. I believe this hotel should not be recommended on booking sites, as my experience was extremely disappointing.

I reserved a BMW 3 Series with Booking Reference no. [redacted]40 at Munich Airport from 1st to 8th November [redacted] through "Hertz Car Rental". Upon arriving early on the 30th of October, I asked Hertz for the car ahead of time, but it was unavailable. They then offered a Volvo for the extended period until 8th November, charging me for the new car without refunding the BMW rental fee. After reaching out to Hertz, I was directed to contact Booking.com for the refund since the booking was made through their site. I am requesting a refund for the unfulfilled car rental.

Regarding booking number [redacted]15. I experienced issues picking up the car as I was not given a permit to take it to Argentina. I was scheduled to collect the car on December 24th, [redacted]. On December 23rd, I visited the location in the morning to inquire about picking up the car later that day. They agreed to meet between 5 and 6pm as the office was closing at 6. Upon arrival at 5pm, nobody was there. Another individual mentioned the agent would return by 8pm and took my contact details. I received a call at 9pm instructing me to come and get the car. However, they initially offered a sedan instead of the SUV I had reserved. After some back and forth, it was revealed that I needed a permit to take the car to Argentina, which they couldn't provide until December 26th. Frustrated by the miscommunication and permit issue, I canceled the booking and received a partial refund. I believe a full refund is warranted. Thank you, Alexander F.

My spouse and I from New Zealand are planning a trip to France in June/July [redacted]. We are Booking.com members and reserved a stay at Apartment Centre Ville for $NZ364 or [redacted] Euros. After an initial payment of NZD [redacted], we were informed by POPHolidays.com about additional charges totaling [redacted] € upon arrival. These supplementary costs were not disclosed during the Booking.com reservation. The unexpected expenses have significantly increased the overall price, leaving us feeling misled. We reached out to POP Holidays but were informed that we must pay for the extras or provide our own linens and clean the accommodation ourselves. This situation is concerning as seasoned travelers with decades of experience. We seek guidance on how to address this issue promptly. Regards, Caryl and Karl T. from Masterton, New Zealand.

Booking reference [redacted]: I made a booking at CLHH Covent Garden Penthouse on 16th September [redacted] and canceled within half an hour, being assured no charges would apply. I rebooked through you at the Nadler. However, I was charged and not refunded the £[redacted].45. I mistakenly reported it as fraud on my account. I am requesting a refund as agreed when I canceled. I have a long history with Booking.com and hope for assistance with this matter. Thank you, Maureen C.

I seem to be locked out of my account. I can't reset my password, and I'm not getting the email for the "forgot password" option. A few days ago, I received an email about a sign-in attempt that I thought was spam, so I marked it as such. Now, I can't access my account, so maybe it wasn't spam after all.

I had a booking at Prom Ratchada Hotel in Bangkok through booking.com for 8 nights but later cancelled within the free cancellation period. Booking.com sent me an email confirming the cancellation and mentioned that a refund of THB 8,[redacted].96 was issued, yet I haven't received it as of now. I tried contacting booking.com, but they referred me to the hotel. Unfortunately, I haven't received any response from the hotel after emailing them as well. I'm unsure of the next steps to take.

My parents made a hotel reservation in Goa through your platform and relied on the details, images, and reviews provided on your website. The booking reference number is [redacted]. The contact number for the hotel listed on your website was not in service. Upon arrival, they discovered that the actual hotel did not match the description on your site. It was far from being a 4-star establishment and bore no resemblance to what was advertised. Misleading information on a platform like yours is unacceptable. My parents opted not to stay at the hotel and had to find alternative accommodations for their trip. I request a full refund for their booking. I also ask that you investigate Ocean Suite Luxury Boutique Hotel promptly and adjust their rating to prevent others from being misled. Please verify the authenticity of the reviews for this property as well.