Booking.com Customer Service Issues

While making a hotel booking in Greece today, I encountered an issue with the confirmation displaying the wrong hotel. Despite canceling within five seconds and the correct hotel's receptionist witnessing it, Booking.com indicated that the reservation would still be charged. The cancellation and booking happened almost simultaneously, so the hotel might not have been impacted. I communicated the situation via email to Booking.com, using the only contact email I had from a different country on my trip, which resulted in an unintended cancellation notice for my Italian hotel. I promptly called the Italian hotel to disregard any cancellation requests from Booking.com. Handling all this on my mobile phone has been challenging, and Booking.com's errors persist even after I carefully filled out their email form. I tried reaching out to London headquarters by phone but ended up with a long wait time, which I couldn't afford due to a VIP event I'm attending. I hope to speak with a representative tomorrow, Sunday, to ensure my hotel bookings are correct. Warm regards, CG Docker, a loyal customer from Scotland traveling through Greece, Italy, and Switzerland.

Dear Team, I am a loyal customer who often books hotels through your platform. My husband, James T., and I have made several reservations for our upcoming trip to Asia next summer. During my planning, I discovered that I could book the same hotel, room, and dates for a significantly lower price at another website. As you offer price matching, I kindly request a refund of the difference. Below are the relevant details: - Booking Confirmation number: [redacted] - Pin Code: [redacted] - Location: Jony's Beach Resort on Boracay Island - Dates: July 17 and 18, [redacted] - Room: Superior Twin Room - Price paid: $[redacted] CAD I found the identical room, hotel, and dates on Agoda.com for only $[redacted].34 CAD, a noticeable $48 price difference. All the conditions are the same. I urge you to review this matter and honor your policy by issuing the refund. I value our relationship and hope to continue using your services for my travels. Best regards, Patricia K. and James T.

I made a hotel reservation in Australia with a last cancellation date of December [redacted]. However, the hotel unexpectedly charged me on June 27th for AUD [redacted].81. After contacting Booking.com, they requested a refund from the hotel. The refund took a month instead of the promised 8-10 working days, resulting in a loss due to fluctuating exchange rates. I'm concerned about getting the exact amount back considering the currency conversion from Hong Kong dollars to AUD. The delay in refunding and exchange rate fluctuations are causing me financial losses. I've never encountered this issue with Booking.com before, where the full payment was taken before the cancellation date. I need assistance in ensuring I receive the total sum in HK dollars without any exchange rate losses. I've already cancelled my booking, and my previous reservation number for the Merchant Hill Hotel in Australia was [redacted]. Thank you for your prompt attention.

During our 23-day stay at Locomotive Hotel in Nusa Lembongan, Bali, we encountered numerous issues. The website advertised a $50 per night rate for the room we booked, which included two double beds. However, we experienced problems like a malfunctioning toilet and a broken shower head. What made matters worse was that others in our group were only charged $60 per night for a similar double room. Despite our efforts to reach management for a refund, we were unsuccessful in our attempts. The persistent foul odor in the bathroom from plumbing issues and the lack of clean sheets and towels were disappointing. Throughout our stay, the sheets were never changed. We felt unfairly charged the higher rate compared to our friends for inferior accommodations. We believe we should have been charged the advertised $50 per night. Due to being asked for credit card information upon check-in, we were left pre-paid and unable to secure a refund or a different room.

Hello, My spouse and I had organized an 8-day trip to Kerala starting on the 25th of August. On Saturday, the 16th, while in a remote part of Sri Lanka, I read alarming reports about the monsoon in the area. Due to the severe conditions and our inability to reach Kochin airport until the 26th of August at the earliest, we decided that traveling to Munnar and Madurai, with hilly terrains in between, would be unsafe. The UK foreign office advised people to stay in Kerala. We had reservations at multiple locations – Kochi (Brunton Boatyard from August 31st to September 2nd), The Secret Garden (August 25th to 27th), Munnar (Blanket Hotel and Spa from August 27th to 29th), and Madurai (The Gateway Hotel from August 29th to 31st). We also had a booking at the Blue Elephant Hotel in Negombo for the night of the 24th in preparation for our flight to Kochi the next morning. We understand the gravity of the situation in Kerala due to the worst flooding in a century and kindly request if it's possible to adjust the cancellation dates considering these exceptional circumstances. We have rearranged our plans in Sri Lanka due to this unforeseen situation, causing some difficulties in canceling and rebooking our accommodations. Thank you. Best regards, Woody H. and Andrea E.

I made a reservation at Super 8 East Middletown NY for Aug 24, [redacted], for 1 room with 2 adults. We needed to change the room to 1 room with 2 double beds for 3 adults on the same date. The first booking was canceled, but I did not receive a confirmation or pin number for the second booking. There was a communication issue with the person I spoke to on Aug 22nd due to the language barrier. I realized on Aug 23rd that I didn't need to go to NY and tried to cancel the second room at the Super 8. They directed me to contact Booking.com, which was challenging as I couldn't easily find a contact number. After finally reaching customer service, they initially couldn't locate the second booking under my name but found it under my husband's email instead. The booking with no confirmation was made incorrectly on Aug 22nd. I encountered difficulties canceling the second room, making the process frustrating. I have decided not to book through this company anymore. Thank you. -Florence J.

I recently made a reservation for a business meeting, but my colleague fell ill shortly after. I promptly tried to cancel and waive the fees through Booking.com. However, Booking.com directed me to the hotel, and the hotel stated that only Booking.com could assist. I need a swift resolution as I may have to embark on a 7-hour drive early tomorrow to avoid financial loss. My name is Steven Scott, contact me at [redacted] or email [redacted] My confirmation number with Booking.com is [redacted] and my reference number is 3D1C04E. Please respond promptly to prevent the lengthy journey tomorrow. Thank you.

Dear Sir/Madam, I am writing to address an issue with my recent reservation made through Booking.com. My booking number is [redacted]. On Friday, August 24th, [redacted] at 10:38 a.m., I received a notification from Booking.com indicating that there was a problem processing the payment with the credit card details provided. After contacting my bank, they confirmed that the payment details were correct on my end. My credit cards are active and valid for online transactions, so I believe there might be an issue on the recipient's side. If there are still difficulties processing the payment, please provide me with the necessary account information for online payment. Alternatively, I can settle the payment in cash upon my check-in on September 9th, [redacted]. I am a frequent traveler who relies on Booking.com for my accommodations, and I am hopeful for a prompt resolution and your continued professional support. Thank you, Shahid Hussain

Booking Ref: [redacted].[redacted].[redacted] In March, I had to cancel a booking for 'Le Petit Chabron' and was rebooked at 'Domaine Brise Bois'. Your email on 21.03.18 at 11 am assured me reimbursement for the 48Euro price difference. I've sent the necessary invoices three times but have not received a response. Contacting customer service today, I spoke with a representative named Kevin who did not provide assistance and was somewhat discourteous. Despite my email proof and booking code, he insisted on a PIN I didn't recall, making it challenging to verify my identity and story. This level of service is unacceptable, and I will persist in escalating this matter until it is addressed. Best, E. S.

Hello, I just checked in at Radisson Jaipur City Centre, India today using booking reference number [redacted]. However, I was surprised to discover that I had mistakenly booked two rooms instead of one. The reception kindly advised me to contact booking.com immediately to rectify the error since I only require one room for myself and my small children. I have already sent an email to booking.com to correct the booking. I would appreciate a confirmation once this is sorted out to ensure I have the correct room. The Radisson staff was understanding and only charged me for one room. They also requested that I inform booking.com for confirmation before I check out. Could you please assist by informing Radisson Jaipur City Centre about this booking error on my behalf? Thank you, Roy Joseph

Subject: Unpleasant Experience at Apartment at [redacted] Romaine St LA California I hope this message finds you well. I am seeking to address some concerns regarding our recent stay at the said accommodation. Upon arrival, the state of the apartment was quite disappointing. The overpowering musty and foul odor, akin to decomposing rodents, added to our dismay. The air conditioning unit aggravated the situation with its loud, distracting noise. Furthermore, the worn-out appearance of the apartment was a far cry from the representations on your website, leaving us quite dissatisfied with the experience. Attached are some photos for your reference. The reservation was made for the dates of 24th-27th under the name Mr David Nicoll, booking confirmation number [redacted], with payment made via PayPal in the amount of $[redacted].20. As it was a special occasion for my wife's 60th Birthday and our Anniversary, the discrepancy between expectation and reality left her in tears. As a result, we had to make alternative arrangements at the Sheriden Hotel, booking confirmation number [redacted] for the same dates. We kindly request a partial refund to address the inconvenience and additional expenses incurred during our stay. Sincerely, Mr & Mrs D Nicoll

I am writing concerning a hotel booking made by Mr. Kenneth Amissah Peel in Accra, Ghana for a one-month stay starting today. Upon arrival, we found the hotel to be unsuitable for Mr. Peel's needs. As he is disabled, climbing two flights of stairs was not feasible, and there was no designated area for his Motability Scooter. Additionally, the road outside was too uneven for him to use his scooter. Due to these circumstances, Mr. Peel was unable to stay at the hotel. Please cancel the booking immediately, and I believe no payment should be processed under these circumstances. Unfortunately, I do not currently have the Booking Reference Number or Pin Number available. I will provide these details in a follow-up email. Sincerely, Diane Peel

I am a 53-year-old lady with disabilities, using a cane due to a broken pelvis, severe arthritis, and chronic asthma. I made a reservation at The Grand Hotel in Blackpool for one night with breakfast for £54 and informed them via email of my disability needs, specifically requiring a bath. Upon arrival at 2:30 pm, I waited for 30 minutes for my room. Unfortunately, the room was dirty with debris on the carpet, a filthy bath, toilet, and kettle. After complaining, a cleaning lady tidied up the room, but the bath, toilet, and kettle were still not properly cleaned. Even the coffee and tea station was dirty. Despite my discomfort and ruined afternoon, the duty manager only offered a 10 percent discount, refusing a free room, upgrade, or evening meal. I am requesting a refund as I cannot use the facilities due to their uncleanliness.

Hello, I'm Ernesto Millarpes. I used Booking.com to reserve hotels in Jasper, Alberta, Canada for July 23-24, [redacted]. I booked Sunwapta Falls Rocky Mountain, Athabasca Hotel, and Pocahontas Cabins. I received confirmation emails from Athabasca Hotel and Pocahontas Cabins, but nothing from Sunwapta Falls Rocky Mountain. Sadly, an emergency forced me to cancel the trip due to my daughter needing surgery before July 23. I canceled the reservations for the other hotels, but I wasn't aware of a reservation at Sunwapta Falls and was charged $[redacted].77 on my visa card without getting a confirmation email. I would appreciate any assistance in obtaining a refund for this charge. Thank you for addressing my concern. Cell: [redacted] Work: [redacted] (8 AM - 5 PM CST)

I made reservations with Lori Hepfner at Hampton Inn Tampa -Rocky Point using Booking.com for September 16, [redacted]. We found a better price and rebooked our rooms. Hepfner's Confirmation number is [redacted] with Pin [redacted]. My Confirmation number is [redacted].[redacted].[redacted] with Pin Code [redacted]. I shared the invite link with Robert Hepfner and Lori, but only Robert's worked. Lori supposedly didn't use the link, although I saw her sign up. We are disappointed with this issue and the customer service. Losing the $25 is frustrating. We hope for better service next time. I request the $25 invite credit for Lori Hepfner and my charge cards after our stay. Thank you for addressing this, Sandra Marsco.

Hello, I reserved a room at the Driftwood Lodge in Mangonui, New Zealand with Confirmation number: [redacted]. The booking indicated "Free Cancellation until 7 days before arrival," which was meant to be 30 August. Unfortunately, I fell ill on 27 August and had to cancel the booking (10 days prior to arrival) as I will not be able to recover in time. I was charged $99 for the first night, which should be refunded following the free cancellation policy. The owners are insisting on keeping the amount as a credit for my next visit, despite the clear promise of a free cancellation. I have contacted them via email three times, but they continue to refuse the refund and suggest I take the matter up with Booking.com. I will not be returning to Driftwood Lodge due to their dishonesty. I am requesting the $99 refund and believe it's important to alert others to the owners' misleading practices. They must honor the information provided on Booking.com and fulfill their commitment to free cancellation. Thank you, Farida

I reserved a room at Star Lodge in Kamloops for two nights, August 22-23. Unfortunately, our experience was extremely disappointing. The room was poorly maintained with dust everywhere, stained carpet, and fridge stains. Breakfast was served at a small table in the office, not as advertised. The owner/manager was incredibly rude, especially when we asked about the air conditioning and breakfast options. Despite not causing any trouble, we were told to leave. Ultimately, we decided to check out early, and after more rudeness, we did receive a refund. This whole ordeal has made me wary of booking online in the future. My name for the reservation was Larry McCartney, with Booking Reference # [redacted].

I am dissatisfied with the service provided by Booking.com and will not be using them in the future. I initially booked two nights at the Boise Guest House (reservation number: [redacted] - pin: [redacted]) for 7/29 and 7/30. But later, I needed to change it to just one night on 7/29. When I reached out to the Guest House on 7/12, they instructed me to contact Booking.com since I made the reservation through them. Despite numerous attempts to modify the reservation through Booking, I received confirmation for two nights each time. During my stay, I was charged for two nights. My VISA bill also reflects this erroneous charge. I've raised a dispute with my credit card company, and they will address it with Boise Guest House. It's disappointing as the mistake lies with Booking.com, who should reimburse the Guest House accordingly. - Stephanie F.

I stayed at the Jo Shun hotel booked through Oyo with booking ID [redacted]. Upon check-in, we were asked to pay in cash, the only payment option available. However, the room was in poor condition with black footprints, stains, hair, and bugs on the blankets. Despite requesting a change or cleaning, the hotel refused to address the issues. They also declined a refund when we decided not to stay. We were left with no choice but to find another hotel in the middle of the night, resulting in a terrible experience. I have contacted booking.com multiple times, emailed them photos, but received no response. I seek a refund through booking.com as the situation was beyond our control, and we have exhausted all options. Is there any protection from booking.com in such cases?

Due to my mother being hospitalized early this morning, I unfortunately need to cancel my hotel reservation for tomorrow night. I must be with her during this unexpected situation. After contacting booking.com to explain my circumstances, the hotel redirected me back to the customer service department as per their agreement. I am seeking assistance to resolve this issue promptly. Your understanding and help in canceling my reservation with a refund, full or partial, would be greatly appreciated. Thank you, Michelle H. [redacted]