Booking.com Customer Service Issues

Yesterday, I attempted to reserve and pay with my wallet. However, I noticed that almost 60 Euros were deducted with the reason that it expired on February 2nd. I inquired about this only two weeks ago, and I was told by a customer service representative that I could use it on the expiration date. Despite this, it was already unavailable yesterday when I tried to use it. I feel disappointed and frustrated by the conflicting information provided by the customer service team. Consequently, I was unable to proceed with my reservation. I hope to receive your assistance. Thank you. Best regards, K. Brunner

I have noticed a charge of £70.00 on my debit card from booking.com. I have not received any confirmation for a booking worth that amount, and there is no record of such a booking on either my corporate or personal booking.com accounts. I am requesting a refund for this charge. I spoke to an advisor this morning about this charge, and he instructed me to respond to his email with my statement confirming the debit. After following this instruction and emailing my statement, I received a reply stating that I should contact the property for the refund. However, I did not make any booking with a property. £70.00 is a significant amount to be debited from my account without any explanation. I kindly ask for an immediate refund.

I would like to share my experience staying at the Extended Stay motel in Ormond Beach, Florida with my husband. Upon arrival last night, we were disappointed with the condition of the room. Despite the appealing pictures online, the actual room was dirty with cobwebs, had cockroaches, no breakfast was provided as promised, and there was no internet access. We have decided to check out today even though our booking was supposed to be from February 2, [redacted], through February 13, [redacted]. We paid for our reservation with a credit card and are now seeking a refund due to the misleading advertisement. As retired individuals living on a fixed income, we are concerned about getting our money back. Please advise us on the necessary steps to request a refund from the motel. Thank you for your assistance. -Richard and Mary Holt

Subject: Change of Booking Date - Hotel Paris in Florence Booking No: [redacted] Dear Team, I made a reservation for the Hotel Paris in Florence from June 1st to June 4th. Unfortunately, I couldn't find a suitable flight to Florence on Monday, the 1st. Our new arrival date will be Tuesday morning, June 2nd. I simply need to adjust the booking to reflect this change and shorten the stay by one day. I'm surprised that modifying the arrival date by one day is not possible, especially since June 2nd is still within the original booking period. If I have to cancel the booking, can I be assured that I will be able to rebook under the same conditions without the risk of losing this wonderful accommodation? Your guidance on this matter would be greatly appreciated. Thank you, Cornelia

Dear Booking.com, Due to the ongoing Wuhan coronavirus outbreak affecting many parts of the country, Thailand being one of the highly infected countries, I am requesting to cancel my upcoming trip. Although we were excited about this journey, it is evident that the current situation is not conducive for travel, especially since there are elderly individuals in our group. I kindly ask for your understanding regarding this matter and would greatly appreciate a refund. Booking number: [redacted] Please feel free to contact me via email if further information is needed. I anticipate your prompt response. Thank you, Wei Lun

I have a reservation at Red Canyon Cabins from February 22 to February 24. I have contacted BOOKING.com multiple times, but they require a confirmation number and pin which I do not have in my reservation. Without this information, they are unable to assist. The hotel also requires these numbers to process a cancellation. During my last call to the hotel, I managed to obtain a possible confirmation number: [redacted]3 or [redacted]03. Unfortunately, we are unable to visit the hotel as planned and I would like to cancel the reservation. Thank you, Alan G.

Hello, I am currently residing at Manderla Hostel in Bratislava and I must say the situation here is quite chaotic and unpleasant. Firstly, there is no internet access in the rooms. Secondly, the main hall is poorly lit, forcing me to use a torchlight. The lack of adherence to rules is evident, with loud music playing in the kitchen until midnight and people using the bathroom with doors wide open. My room's proximity to the toilets was inconvenient. The mattress was old with a noticeable indentation, causing me to wake up with back pain. Furthermore, I couldn't even open my window due to pigeons leaving droppings, posing a health risk. Despite paying 41 euros, I expect a clean and healthy environment. I have photos showcasing the state of my window. Thank you.

My name is Thomas H. My confirmation number is [redacted]. My PIN number is [redacted]. I reserved the Cambria Hotel in New Orleans, LA via booking.com for Feb. 2-7, [redacted]. We faced issues with the room and service, leading us to check out on Feb. 3, [redacted]. I've been trying to contact booking.com to cancel the rest of the week without success. I am requesting to cancel my reservation. Please reach me at [redacted] to confirm the cancellation. Thank you.

Booking Reference: [redacted] Security Code: [redacted] I made a reservation for PierPoint [redacted] accommodation but discovered upon arrival that the apartment is undergoing renovations with scaffolding covering the building and balcony tiles being replaced. My husband and I are traveling from QLD for surgery at Epworth Hospital and booked this apartment for a peaceful recovery before our return on 21/2/20. While I understand the need for renovations, I believe we should have been informed prior to payment. I am hesitant to be charged over $[redacted] for a stay that does not match the advertisement on Bookings.com. I am hoping for assurance that no fees will be incurred due to this inconvenience. Thank you.

Hello, I wanted to share my recent experience with booking a homestay in Kuala Berang at Teratak Anakanda Homestay. I made the reservation on February 1st for a stay from 7/2 to 8/2. Unfortunately, at midnight the night before my trip, I received a call informing me that they were overbooked due to another customer staying until the 13th. They mentioned they were slow to update availability on booking.com. This last-minute change left me scrambling to find new accommodations at 2 am. This situation was disappointing and frustrating, as my stay had already been confirmed. I hope this issue can be addressed to prevent others from experiencing similar inconveniences.

Dear Booking.com, I am Richard Ramoni, one of the owners of Mawemawe Manyara Lodge in Tanzania with property code [redacted]. We have been partners since October [redacted]. Unfortunately, I am unable to access my Extranet Account because the link to set a new password was sent to an incorrect email address. Our website is mawemawemanyaralodge.co.tz, which displays our correct contact information: [redacted] and our office phone number +[redacted]20. We are in need of urgent assistance to regain access to our Booking.com account. Please resend the link to [redacted] promptly. Thank you, Richard Ramoni

Dear Booking.com, I am Richard Ramoni, one of the owners of Mawemawe Manyara Lodge in Tanzania (Property code [redacted]). We have been partners with you since October [redacted]. I am having trouble accessing my Extranet Account as the link to set a new password was sent to an outdated email address. Our website is mawemawemanyaralodge.co.tz, which displays our contact details including our email at [redacted] and office phone number +[redacted]20. We are currently unable to access our Booking.com Account due to this issue. Please send the link to [redacted] so we can move forward. Thank you, and I look forward to your prompt assistance. Richard Ramoni

I rented a car from Easirent at Jacksonville Airport, but they rented out all their cars and closed on February 5th. They asked the shuttle driver to take us back to the airport because they couldn't honor our reservations. My reservation number was [redacted]. I had to rent a car through Thrifty at the airport for $[redacted].00. Please contact me to arrange a refund and a resolution for this situation. Being left stranded at the airport was not acceptable. Contact me at [redacted] or [redacted]. Thank you.

I made an online payment through booking.com for a room for my daughter's visit from Tennessee to Texas. However, upon her arrival at the Holiday Inn and Suites, she was informed by the front desk that she could not stay as I was required to be present due to the card used for payment. Being elderly, traveling is challenging for me. I paid $[redacted] for a room that went unused because of this policy. I suggested my daughter take my card to the front desk, but she was informed it was not permissible. I am seeking a refund for the unused room.

I visited The Amdaeng Bangkok Riverside Hotel due to its claim of being wheelchair accessible. However, upon arrival, we encountered narrow passageways and steps that made it impossible for my wife, in a wheelchair, to enter. After speaking with the on-site manager, we swiftly booked a room at the Hilton Millennium through Booking.com. Despite reaching out to The Amdaeng Bangkok Riverside Hotel for a refund, I have not received a response. As a Genius Level 2 member on Booking.com, I seek advice on how to proceed to secure a refund for my reservation. Thank you, R. Bellingham

I reserved a room at a motel using the pay later option, but the motel immediately charged my card. I tried contacting the property, but they hung up on me. Booking.com was unhelpful as well, hanging up on me three times. I've been a loyal booking.com user for years, and this experience is unacceptable. The card should only reserve the room, not be charged. I am extremely frustrated and will not be using booking.com again. I intend to share my negative experience on social media to warn others about their misleading practices and poor customer service. Booking.com is not a company I want to support.

My confirmation number is #[redacted]. I checked in at B & B Isla Bonita for a 16-day stay from February 6th to the 22nd. I must express my dissatisfaction with my current accommodation. It falls significantly short of expectations. I am disappointed in the condition of the place, and it does not meet the standards advertised. I am actively seeking alternate lodging arrangements. A full refund would be greatly appreciated due to the unsatisfactory nature of this stay. It is disheartening to see such a property listed on your website, as it reflects poorly on the range of options available. I hope this matter can be resolved promptly. Thank you, Jesse G. [redacted] [redacted]

Booking.com Confirmation #[redacted] for a 3-day, 2-night cruise on Ha Long Bay, Vietnam. The first 2 days went well, but on the 3rd day, all activities were suddenly canceled, and we were confined to the boat without explanation or timeframe. After a boring wait, we were informed in the early afternoon that we were being returned to Hanoi. We believe a refund for the canceled day is warranted. The total cost for 3 days was $[redacted].26 USD, so the refund for a single day would be $[redacted].41 USD. - Alan Maier

I was charged incorrectly at the Union Hotel in Penzance. Here is what the email from them says: --- Dear Peter, We apologize for the issue with your payment process. When a reservation is made through booking.com, they provide a VCC (virtual credit card) with a balance, in your case, £[redacted]. The bill for room 12 was charged £[redacted] to the VCC. However, there was only £[redacted] left on the VCC, so the remaining £[redacted] for room 18A was charged on another card. The VCC ends in [redacted], expiring 01/21. To resolve this, you need to contact booking.com to explain that the VCC did not have enough balance, and the remaining £[redacted] should be refunded. Please feel free to reach out if you have any questions. Best Regards, Leanne Reception The Union Hotel Penzance ---

I made a reservation at Aurora House in Ubud, Bali for 6 nights, which includes a complimentary taxi from the airport if I spend at least $59. I planned to change the booking later but now realize I might lose the free ride if I do so. Additionally, there seems to be a discrepancy between an email stating my credit card will be charged on 2/15 and the booking details saying I have to pay in cash upon arrival. Can you clarify this for me? Thank you, Annette.