Booking.com Customer Service Issues

1) I missed out on my reserved rental car due to a one-hour flight delay. Booking.com should clarify that reservations are not automatically held beyond the pickup time. The rental company requires direct communication and a credit card on file for a 12-hour hold. This crucial information is missing from the website and led to an unexpected cost increase of my rental from $[redacted].36 to $[redacted].04. Why is the car rental process different from hotel bookings on the site? The booking cancellation policies should be consistent for better customer understanding and fairness. 2) Unfortunately, my printed reservation did not include the 4-digit code, and attempts to retrieve the email with the code failed. I submitted the form twice today but have yet to receive the email. I have generally been satisfied with Booking.com but require assistance with this issue. Looking forward to your prompt response. Rental Ref # [redacted]43, Conf # NPRL828853.

I have a reservation at La Mer Beachfront Resort in Cape May from March 31st to April 3rd, [redacted]. My Booking Number is [redacted] with a PIN Code of [redacted]. Initially, I used a Debit Card to secure my booking but now want to change it to a Reward's VISA card. The hotel staff advised me to handle this switch through you. I don't have the original email, and when I called 1-[redacted], I couldn't get past your automated system to speak to a representative. I tried waiting on the line for assistance to no avail. I simply wish to update my payment method from a Debit Card to a REWARDS CARD, and I thought I could do this directly with the hotel. However, none of the three hotel representatives I spoke to could help. The telephone line at 1-[redacted] seems to keep me stuck in an endless loop. I only seek to change payment cards; I hope there is an easier way to do this.

I had a booking at Leafy Flat in Hawke's Bay for February 21st, [redacted], for 2 adults at a cost of $[redacted]. However, upon arrival, I discovered that the room had been double booked by Booking.com for the same dates. Even though I had reserved the room for the 21st and 22nd, when I arrived, there was no available room. I paid for the booking with my credit/debit card. I am requesting a refund from Booking.com due to the inconvenience and their failure to provide the room as promised. It seems the room was already taken by a French couple who had booked it months in advance. I want the $[redacted].00 refund from Booking.com to be processed immediately.

Good evening, I am reaching out for help regarding my booking at "Best Western Plus Hotel Bologna" with CONFIRMATION NUMBER: [redacted] that I need to cancel due to the coronavirus outbreak in Italy. I emailed the hotel requesting a refund, but they offered to hold a deposit instead. This response does not seem appropriate given the current situation as traveling with my family to a high-risk area is not an option. As per the tourism code, cancellations due to exceptional events at the destination are allowed without cost. The health risks posed by the coronavirus fall under this category. I expect a full refund according to the regulations mentioned in the tourism code. I appreciate your assistance. B.C.

Hi, We are writing this email to document that upon our arrival (today 25/2/20) at the accommodation we booked in Arraial do Cabo, reservation number [redacted], pin [redacted]..., Cantinho da Roca, Arraial do Cabo, our agreed-upon arrangements were not met. Specifically, our reservation states that it is an apartment (with a kitchen, bathroom, living room, and private bedroom) and we were given a room (in very poor conditions, as detailed below) without any of the amenities we requested, with the kitchen located elsewhere and shared with multiple people. 1- The room has no light, so we have to rely on the bathroom light. 2- The bathroom door is sliding and doesn't close or open properly, it practically doesn't slide. The room has only two small windows as ventilation... 3- The wifi doesn't work... 4- When we arrived, they wanted to charge us in cash even though the reservation was made with a card for ADVANCE payment... 5- Unclean spaces to occupy. We demand a change of hotel to a place that meets the conditions we paid for (A COMPLETE APARTMENT FOR OURSELVES...) and if this is not arranged promptly (we have been calling all day and couldn't reach Booking), we demand a significant discount from the total amount, not only because we are being scammed and emotionally affected but also due to the unpleasant experiences we had to endure because of this situation. We have photos of the room and place as evidence. We will persist until this situation is resolved because it is our right as customers... We await your thoughtful response, Regards, Silvana N. and German M. Contact cell: [redacted] (AR)

Hello, I need assistance with a hotel booking I made for my two daughters and myself in Adge, Tenerife the week before my daughter's wedding. One daughter is flying in from Australia for the event. We are concerned about the coronavirus outbreak in the area. The booking, done by my daughter Elaine, is non-refundable. Is there a possibility to change to a different location due to our worry that my daughter may have difficulty returning to Australia if she visits Tenerife? I would greatly appreciate any help.

Hello, I successfully canceled a reservation with free cancellation for Green Apartments San Francisco in Sevilla from May 7 to May 11, [redacted], through Booking.com. However, despite the cancellation, I noticed a charge of [redacted] € on my credit card on January 16, [redacted]. The charge was not from Green Apartments San Francisco but from another accommodation called Green Apartment Plaza Nueva, for which I did not make a booking. Booking.com lists different Green Apartments such as San Francisco, Plaza Nueva, and Sierpes. I am puzzled how Green Apartment Plaza Nueva could charge my credit card without a reservation. I am seeking a refund of the [redacted] euros for a booking I never made at Green Apartment Plaza Nueva. Best regards, Marie D. Pierre D.

Reservation: [redacted] Code: [redacted] I recently had an issue at the hotel Sol Tenerife regarding the information provided for my stay. My reservation included a room with breakfast and dinner for [redacted] euros. After a discussion between one of your managers and the hotel, we agreed to pay an additional [redacted] euros, totaling [redacted] euros. I have the invoice for this payment and would appreciate an immediate refund. However, I am experiencing inconsistencies between websites, and being 80 years old, I prefer to send my documents via mail rather than dealing with online platforms. My first interaction with booking.com has not been good, and unless this matter is resolved promptly, I may not use your services in the future. Waiting two hours at the hotel reception after a long journey and dealing with phone calls in different languages for an issue that was not our fault was extremely unpleasant and tiring. Please advise on how I can resolve this matter promptly. Thank you.

I made a reservation through booking.com for the Westender Inn in Negril, Jamaica. However, the room I received does not match the photos on the website. The place is an old and poorly constructed cottage, not the luxurious 4-star hotel as advertised, all for a high price of [redacted] USD for 2 nights. On Trip Advisor, it's only [redacted] USD. I feel deceived and overcharged based on false advertising. I've had multiple positive booking experiences before, but this is disappointing. The lack of proper contact with the front desk is concerning, and the surrounding environment, with stray dogs and broken screens, makes me feel unsafe. The room lacks privacy with see-through curtains and I find myself in a remote location, unable to explore. I'm distressed and stranded, unable to leave due to the presence of dogs. I urgently need assistance to either get the promised room or a refund to relocate elsewhere.

I made a reservation at the Westender Inn in Negril, Jamaica through booking.com. The room I received looks nothing like the photos on the website. The place is a run-down old cottage pretending to be a 4-star hotel, which is completely misleading. I was charged a high amount of [redacted] USD for two nights for what essentially feels like a dump. Checking trip advisor, the rate is listed at [redacted] USD. On top of that, I have been overcharged for a deluxe room but given a subpar regular room that doesn't match the advertised pictures. It appears to be an inadequately renovated old house rather than a proper hotel room. I thought I was paying for a better quality stay based on the misleading photos. This situation is incredibly disappointing, and I feel unsafe due to the lack of privacy, the presence of dogs, and the overall condition of the property. I urgently need the room as advertised or a refund so that I can relocate. The current situation is unacceptable and makes me regret booking through this platform.

Our stay was extremely disappointing, lasting less than 24 hours. Upon arrival, we were met with a strong sewage odor. Despite having paid via credit card on Booking.com, the owner demanded a cash payment upon check-in, which led to a lack of receipt. The apartment had 27 steps inaccessible to our disabled party, and the cleanliness was subpar with uncovered duvets and a broken door. Feeling unsafe, we left at daybreak, initially denied a refund. The owner later refunded the cash payment out of concern for their reputation. The mismatch between the website's presentation and the actual state of the accommodation led to our short stay. We aim to seek a reimbursement due to our unpleasant experience.

I am inquiring about a hotel reservation at Boulan South Beach located at [redacted] Collins Ave, Miami Beach FL. The reservation agent informed me that I have a booking through booking.com under reservation number [redacted]90. I would like to clarify that at that time, I was only browsing and requested the reservation to be held, not confirmed. I did not provide my credit card details and have not received any confirmation emails from booking.com regarding this booking. I have been attempting to contact a representative to resolve this for the past 45 minutes but have been unsuccessful due to the requirement of a "pin number" associated with the reservation number, which I do not have as I never received a confirmation email. Thank you for your assistance in checking if my credit card was charged, arranging a refund if necessary, and ensuring the unwanted reservation is removed.

Hello, I made a reservation through your service today in Hanoi (Confirmation no [redacted]). Upon receiving the confirmation, I noticed that the room was stated to have no windows. This was not mentioned during the booking process. Staying in a windowless room can be distressing for individuals with claustrophobia, like my wife. It may lead to severe discomfort or panic attacks. I tried reaching out to the hotel via Booking.com this morning to request a room with a window, but I have not received a response yet. However, the payment has already been deducted from my card. Could you kindly contact Siesta Hotel to inquire about the possibility of offering us an alternative room with a window? Thank you, P. Neville

Dear Sir/Madam, I wanted to inform you that a reservation was made at Hotel Aria in Nuremberg for the dates of March 6th to March 9th, [redacted], for 4 people under the name of Sabrina Georgievska Angeleska. The payment of [redacted],00 Euros has been made. Regrettably, there was a mistake in the email address used for the confirmation. Instead of sending it to [redacted], it was mistakenly sent to [redacted] The hotel provided the confirmation number as [redacted], but the PIN number was not visible. As the reservation was made through your services, I kindly request your assistance in canceling the reservation due to the circumstances with the coronavirus in Germany. Thank you for your help. Best regards, Sabrina Georgievska Angeleska

I have lodged complaints regarding specific customer service representatives from Booking.com for their failure to report issues to their supervisors and for blocking my access to live chat and messaging services. I am seeking a comprehensive written response addressing all complaints made against these representatives, as well as appropriate compensation for any distress caused as a valued customer of Booking.com.

Upon arriving at the motel and checking in, my husband and I were met with an unbearable stench in the room, making me feel sick. When I went to the bedroom, I discovered a cockroach or bedbug in the bathtub, a dark stain on the floor, what seemed to be a blood stain on the bed, and cigarette burns on the unwashed blankets. We immediately left the room. After complaining at the front desk, we were shown three more rooms, all with bad smells and bugs in the bathrooms. The conditions were appalling, and we couldn't stay. We are seeking a full refund for this terrible experience. As it is now 10 p.m., we had to quickly find another motel for the night. I had surgery scheduled for early morning to remove a tumor from my throat and was hoping for a peaceful night's sleep.

Dear Sir or Madam, I have been attempting to contact you via phone but have been unsuccessful in locating your number. As a result, I am resorting to writing this message. I have a booking at Hotel Steinberger Frankfurter Hof from March 31st to April 4th for the Music Messe fair (Reservation Number: [redacted], Pin Code: [redacted]). Typically, I utilize booking.com for my business hotel reservations. Due to the unexpected circumstances surrounding the Coronavirus, all companies have pulled out of the fair. Therefore, we must cancel our reservation. I have spoken with the hotel regarding the cancellation, and while they sympathize with our situation, they are unable to assist as the reservation was made through booking.com. Hence, only booking.com can facilitate the cancellation. I kindly request your assistance with this matter. If it weren't for the extreme circumstances, I would not be canceling the trip at all. I trust you will comprehend our predicament. Thank you in advance for your prompt response. Best regards, Baris Buyuk Mobile: +90 [redacted] Skype: blmuzik Company: BL Muzik Sist. ve Bilg. Urun. Tic. Ltd. Sti. (Istanbul, TURKEY)

I sent an email on Monday and have not received a response yet. I am trying to get a refund from House of Yoga because I had to find a new room due to the owner asking for more money just 4 hours before check-in. The helpline was not helpful and left me confused. Today, the owner demanded extra payment just before check-in, threatening I wouldn't have a place to stay. When I called at 11:30, I was told to wait for a call back at 3, which never happened. Despite several calls, no resolution was reached. I had to secure a new room on my own and now wish to cancel with House of Yoga. The last representative assured me a full refund since none of this was my fault. I've been stressed all day. My confirmation number is [redacted], pin is [redacted], and my name is Alisha W. I will also be contacting them via phone.

Hello, I recently booked a hotel in Dubai for four nights through your platform. The hotel was indicated as a 4-star property, but upon arrival, it appears to be at most a 2-star accommodation. The hairdryer in the room was broken and it took an hour for them to fix it, resulting in a poorly done repair. Additionally, when I requested a toothbrush, they insisted I pay 10 AED for it. They also limited me to only 2 small bottles of water per day, with each extra bottle costing 11 AED. To top it off, when I ordered food for delivery, the hotel staff informed me I had to go downstairs to collect it as they did not allow food delivery to the room. I am extremely dissatisfied with my experience and would like to check out tomorrow morning, seeking a refund for the remaining two nights of my stay.

I made a booking based on the hotel website's claim of having a shuttle service to London Gatwick airport, which turned out to be false when I contacted the hotel after booking. Despite my complaint, the hotel indicated there was no shuttle. I requested to cancel my booking as the shuttle service was the main reason I chose the hotel. I was unable to locate the booking in my account history to follow the usual cancellation process but was met with unhelpful responses from Booking.com customer service, including being unable to speak to a manager. This experience has left me disappointed and questioning Booking.com's reliability. I plan to cancel future reservations and share my negative experience unless a satisfactory solution is provided promptly. Thank you, Janine Shimmin.