Booking.com Customer Service Issues

Hello, I am R. M. and I made a hotel reservation on February 4 through your website for El Nido Royal Palm Inn, located at Barangay Corong Corong, Palawan. Our confirmation number is [redacted], and I have already paid 8,[redacted].00 Philippine pesos using my fiancé's credit card, J. J. S. We will actually be arriving at Busuanga Airport in Palawan, not in El Nido. I was unaware that there is a 12-hour travel time from Coron to reach El Nido. Therefore, I kindly request to modify our reservation from El Nido to Coron. I would appreciate it if you could suggest available hotels in Coron from your website where we can transfer our booking. Please address this concern promptly. If needed, you can contact my fiancé, Jeffrey, at +[redacted]. I look forward to your swift response. Thank you, R. M.

Dear Booking.com, I have a reservation this Sunday, 19th January until 22nd January in Batangas with the confirmation number [redacted] and PIN [redacted]. With the volcanic eruption at Taal Volcano, there is uncertainty, especially since we are traveling with a 3-month-old baby. It does not seem safe to travel under the circumstances. We understand the booking is typically non-refundable, but given the seriousness of the situation, we kindly request an exception for a full refund. The hotel is willing to cancel and provide a refund pending your approval. We would appreciate a prompt response confirming the cancellation and refund process. Thank you for your understanding. Best, J.

I booked for three people, but received three rooms. I canceled the booking, but only one room was canceled. Please adjust this. Thank you for your assistance. I received your response, but I'm unable to reply directly. The solution is to cancel all rooms to avoid charges. Unfortunately, I cannot call as only U.S. or Canada calls are accepted. I am in India. What number should I use?

I mistakenly booked accommodation thinking it was in Beaufort, Victoria, Australia for the 17th of January, only to realize it was actually in South Africa. The Wagon Wheel Lodge canceled the booking, but I have not received a refund of A$65 from Booking.com despite multiple emails and waiting 24 hours. The confirmation number for the booking is [redacted]. Although Booking.com states there are no refunds, this was a genuine mistake made within 10 minutes of booking. I have already contacted my credit card company for assistance, but I'd prefer to resolve this directly with Booking.com. It's concerning when there is no response from a platform I use frequently. Please respond promptly. My email is [redacted] and my mobile number is [redacted]3. Thank you for your swift attention.

I recently had a disappointing stay at Del Portal Hotel in San Miguel De Allende through booking.com. Despite booking many stays with no issues, this one was a letdown. All four rooms we booked had various problems including dirty sheets, burned electrical plugs, delayed towel replacements, dirty carpets, and missing amenities like hair dryers. The staff's inconsistency in speaking English added to the frustration. Given the condition of the rooms, the price paid ($[redacted]) seemed excessive compared to the quality provided. I believe a fairer rate would be $55 to $65. The overall experience was subpar and below the standards I usually encounter when booking through booking.com. I am seeking a refund for our stay in rooms [redacted], [redacted], [redacted], and [redacted].

I have successfully booked through Booking.com multiple times without any issues. However, this recent experience has been quite frustrating. My reservation number is [redacted] for the Ubud Village Hotel in Ubud for the dates of July 11th to July 15th, [redacted]. The website displayed a discount from NZ$[redacted] to NZ$[redacted] for using the PAY NOW option, which I selected. Despite the booking amount showing as $[redacted] initially, I assumed it would automatically adjust to $[redacted]. However, I was surprised to see $[redacted] being originally mentioned and later $[redacted] being deducted from my credit card. I promptly contacted customer service yesterday, but the situation has not improved. I urgently request a refund of the NZ$[redacted] overcharge and only be charged the $[redacted] as advertised on the website for the Ubud Village Hotel. I am eagerly awaiting a prompt resolution to this matter. I have also made a booking for my entire family of 10 from July 2nd to 6th in Amed and plan to make more reservations, so it's imperative that this overcharging issue is rectified swiftly. - John T.

I made a reservation for a lovely 3-bedroom waterfront holiday home with parking in Cape Town. Unfortunately, I had to cancel my trip. Following Booking.com's instructions on their website's "Manage Your Booking" section, I contacted the host asking to waive the cancellation fees. Once the host agreed to waive all fees, I informed Booking.com, but I haven't received any responses since. I'm seeking assistance from Booking.com to refund the booking fee of [redacted] that was charged to my Visa card on November 25, [redacted]. The reference number for my booking is [redacted].

I made a hotel booking with your company in Venice following a cancellation of our booking at The Hilton in Mestre. My name is Alia Vigna, and the booking number is [redacted]. We had to take a taxi from the hotel in Mestre to the Grand Canal and travel by water taxi to reach this hotel due to the 7pm check-in requirement. Unfortunately, upon arrival, we were told the hotel was full as the system had not been updated to reflect this. After contacting a Booking.com advisor, we were placed in another hotel in Mestre with booking number [redacted]. We were advised we could seek reimbursement for the total EUR [redacted] taxi and water taxi expenses incurred. Despite sending a letter to your headquarters in the Netherlands, no response has been received yet. I kindly request your assistance in resolving this issue promptly, as it was a costly error on your end due to the double booking. The travel date was on 03/10/[redacted]. Thank you for your attention to this matter. Sincerely, Jenny Rhoden.

I made a reservation for OYO home44062 Cosy Studio Parkviewe in Kuala Lumpur for January 18 to January 20, [redacted]. I received an email one day before check-in requesting confirmation, which I promptly did. Upon arrival, I discovered that my booking had been changed to a different apartment without prior notice. The building captain informed me and instructed me to contact OYO support. Despite several unsuccessful attempts to reach the building captain, I contacted OYO support and was promised a response within an hour. After waiting an hour and a half with no reply, I called again and was eventually provided with an alternative apartment 2km away from my original choice. This change disrupted my plans and caused inconvenience as I had limited time in Kuala Lumpur. I incurred additional expenses for the taxi and faced communication issues due to an unexpected SIM card expenditure. I am disappointed with the lack of communication and want compensation for the time, money, and inconvenience this situation caused me. I hope to receive a response soon.

I am in need of a functional phone number to reach your customer service team. The number provided on your website leads to a faulty automated system. I have been trying to resolve refund issues for three properties since October, and now there is an additional problem. I expect to hear back within 30 minutes at [redacted]. If I do not receive a prompt response, I will have to involve my lawyer for a settlement and refund. I have encountered various problems with your properties, including lack of basic amenities and double charges at YO Hotels in St. Petersburg. The recent stay was disruptive, with disturbances late at night, a non-functional toilet, and overall poor experience. I insist on immediate action before Tuesday morning, as the situation has caused financial strain and distress. Your prompt attention is necessary to avoid further escalation.

During my recent stays, I encountered several issues with the properties I booked through booking.com. At one property, I was wrongly asked to leave due to a double charge on my account. The next property had ongoing maintenance, yet failed to inform me of the lack of essential amenities like TV, running water, and functioning toilets. This whole ordeal started back in October and has left me extremely dissatisfied. I have been a loyal booking.com user for three years and have always praised the service, but these recent experiences have been a disappointment. I demand an immediate refund of $[redacted] for the inconvenience caused. I insist on the refund being processed back to my Green Dot card promptly. If not, I will involve legal action as I have already sought legal representation. This situation needs urgent attention to maintain your reputation.

During my recent stays, I faced issues at different properties leading to multiple charges and poor conditions. I encountered problems such as being asked to leave due to double charging, and lack of basic amenities like a functioning TV and water. These incidents have been ongoing since October. As a long-time user of booking.com, I have never experienced such issues before. I expect a refund of $*** promptly, to be transferred to my Green Dot card without delay. I am deeply disappointed in the current state of service and accommodations being offered through the site.

Dear Cassye West, I am reaching out regarding confirmation number [redacted]1. I sent an email an hour ago to cancel my reservation but unfortunately do not have the pin number. I just discovered that no confirmation email was ever sent to me for this reservation. After searching through my email trash, I managed to find the original booking I made with Booking.com back in June of [redacted]. I found the cancellation for my November trip to Disneyland but could not locate any confirmation email for my upcoming January reservation in Anaheim. The only information I have is the confirmation number, as I took a picture of the screen when I made the reservation. I kindly request to cancel my reservation for January 27th and 28th, [redacted], or to resend the confirmation letter with the pin number so I can cancel it myself. Thank you. Sincerely, C.W.

1. During my stay at BW PREMIER COLLECTION CHC CONTINENTAL in Venice, Italy from December 7th to 9th, [redacted], I paid the hotel in cash during check-out, but later discovered they had also charged my debit card €[redacted].10. 2. I recently stayed at the same hotel from January 16th to 18th, [redacted], and made a full payment in cash upon check-out. However, the transaction is still pending on my debit card statement. The hotel should have canceled the booking deposit/fees once I checked in. I hope this issue can be resolved promptly and the hotel refunds my money. Name: Md Fauzi O. Phone: +[redacted]3

I am writing on behalf of Salaheddin Islamic Center. My name is Ibrahim and I am the program coordinator. We made a reservation at Travelodge by Wyndham Toronto for Monday, December 23, [redacted], to Thursday, December 26, [redacted], for three nights, with confirmation number [redacted]. We had a respected speaker coming from Denver, Colorado, for our annual conference. Upon arriving at the hotel around 1:30 PM, we encountered a disturbing situation with a gang fight outside the hotel. The manager at reception was extremely rude and impolite, which led to our speaker becoming upset, prompting us to leave and search for alternative accommodation late at night. This was a distressing and negative experience for us and our guest. We have been trying to reach out via phone but faced long wait times and were asked for a pin code that we don't possess. We kindly request a full refund since our speaker did not even enter the room. Thank you. Ibrahim A.

I believe I made a reservation through Booking.com for a stay at Umgazana River Lodge and Spa from March 16th to March 20th for my wife and me. The initial cost was R1350, and we added breakfast for all four days for an additional R720, bringing the total to R2070. I followed the booking steps and chose the "make payment later" option, but I have not received any confirmation or acknowledgment of my reservation. When I check Booking.com now, the prices for the same resort are different. In the past, I have used Booking.com for a road trip from Durban to Cape Town without any issues. I kindly ask for assistance in verifying if my current reservation at the resort was successful. We are excited about our anticipated visit to this wonderful location.

Dear Booking Support Team, I hope this message finds you well. I am writing to share my recent experience during our stay in Valencia booked through the Booking platform. The communication regarding our stay can be verified on the platform using the details provided (confirmation number: [redacted], pin: [redacted]). Our expectations for an unforgettable New Year's Eve in the carefully chosen flat were unfortunately met with disappointment due to the non-functioning heating system. Despite multiple attempts to address the issue with the owner, the problem persisted throughout our 5-night stay, leaving us struggling in a cold environment with no adequate heating provisions. Even reaching out to Booking customer service did not yield a satisfactory resolution, as the proposed refund of 20€ and a 50% discount code for a future booking did not adequately compensate for the discomfort endured. I humbly request a refund of half the rent for the flat as compensation for the inconveniences faced. Your prompt attention to this matter would be greatly appreciated. Thank you for your understanding and I look forward to continuing to use the Booking platform for future travels with positive experiences. Best regards, Bojana B.

I was advised by the manager (Julietta) at my recent accommodation in Amsterdam that I could apply for a refund through the Booking.com app, but I cannot find any information regarding refunds. During our stay, we experienced a lack of access to the wifi mentioned on the listing. Additionally, the water, lights, power, and heating were shut off from the 21st-22nd of January, leaving us unable to contact family affected by the Australian bushfires, unable to shower, charge our phones, and we were cold all night. Furthermore, we had tradespeople and staff entering our room without notice or explanation. I would appreciate it if Booking.com could assist with processing this refund or provide guidance on how to apply for it. Thank you for your assistance.

Booking Reference [redacted]: [redacted].[redacted].[redacted] I checked in at the Oberoi Luxury Villas in Seminyak on the 30th of December and was incredibly disappointed with the property, as it did not meet the Luxury Villa standards. After contacting Booking.com, they advised me to address the issue with the property directly. I spoke with the manager, Mr. Wayan, on the 2nd of January, and he assured me that he would show me other available villas by the 4th of January, which unfortunately did not happen. We decided to check out early and found much better accommodation in Ubud through Booking.com. However, upon checking my Booking.com account, it shows that I canceled the booking, which is misleading and inaccurate. This experience has left me extremely dissatisfied, and I believe this property should not be marketed as Luxury on Booking.com. I am disappointed with this booking and wish to share my experience with others.

I made a reservation at Clarion Inn in Tulsa, Oklahoma through Booking.com using confirmation number [redacted]04 and Pin Code [redacted]. Due to being hospitalized with acute heart failure, I had to cancel my reservation. Even though Booking.com confirmed the cancellation, Clarion Inn charged my account ending in [redacted]. Despite providing all details to Clarion Inn, they insisted I contact Booking.com for a refund of $55.92. I rely on Booking.com and motels to honor cancellations. This situation has caused me additional stress during my health struggles. I hope to see a prompt resolution to this matter. Cynthia Denton at [redacted] Quail Valley Drive, Leander, Texas [redacted], can be reached at [redacted] or [redacted] Thank you.