Booking.com Customer Service Issues

I arranged a flight and hotel package through AAVacations for a trip from Chicago to New York City in September [redacted]. We stayed at Parker NY with two rooms for three people. The confirmation numbers for the bookings were [redacted]10 for two guests and [redacted]22 for one guest. Upon check-in, one room was available, but the other was not in the hotel's system despite having the confirmation number. Payment for both rooms and flights had been made in advance. Upon check-out, I received a zero balance statement but was later billed $[redacted].36 for a prepaid room. American Airlines Vacation refunded $[redacted].97, applied it to the bill, and now I am being asked to pay the remaining $[redacted].39. I believe this extra charge should be waived considering I had the confirmation number and all relevant documentation. I expect AAVacations/Booking.com to honor our agreement and drop the additional fee. Any further information required will be provided. Thank you for your help. James A. Stadler

I need assistance regarding a booking at Richmond Inn & Suites in Richmond, IN on 8/10/[redacted] due to safety concerns. Upon arrival, the area seemed unsafe with drug addicts and questionable activities. Police presence heightened our fears. Despite cancelling, I was still charged. After speaking with the owner, he refused a refund, stating lack of proof. I escalated by disputing through Discover Card. Now, I need documentation of the cancellation to support my claim. Can the hotel send me proof that the booking was cancelled as shown on my screen?

My recent booking at the Four Points hotel was canceled due to a flight cancellation. I reached out to Booking.com to cancel my reservation [#[redacted][redacted]]. They mentioned they would follow up via email after a lengthy wait. I also contacted the hotel directly to cancel and was advised to email the rooms controller for a refund. After sending the email, the hotel promptly replied the next day, confirming a full refund that would be issued by Booking.com. Despite not receiving any confirmation email yet, I contacted customer support on March 7th. Unfortunately, the call got disconnected after a 12-minute wait. I am currently trying to reach out again but have been on hold for over 10 minutes. Dealing with this situation has been frustrating as a simple confirmation and refund process has become quite challenging. I am seeking assistance and a prompt response.

Greetings from Beirut, I wanted to inform you that due to the COVID-19 pandemic, the Intergovernmental Panel Physicians summit scheduled for 9-12th of March in Athens has been canceled. My booking confirmation number is [redacted], and my spouse and I were supposed to stay from 8th until 13th of March. The organizer has mentioned that there will be further updates on the IPPA summit in Athens later this year. Mrs. Eleni from Valaoritou Boutique Apartment advised me to contact you regarding payments and to explain the reason for the cancellation. Please provide guidance on the next steps. Thank you in advance for your assistance and best regards, Samir H. Chief Migration Health Physician Migration Health Division International Organization for Migration Beirut, Lebanon

I made a reservation at Ibis Styles Osaka Namba for my husband and me from March 30th to April 2nd. We have canceled this through booking.com with Confirmation no. [redacted].[redacted].[redacted] and Pin [redacted] due to the coronavirus situation, but we intend to visit Japan once the situation improves. I have contacted the hotel directly, and they have informed me that refunds for coronavirus-related cancellations are processed through the booking agent. I would appreciate it if you could assist me with this. Thank you, M. Connaughton.

I would like to cancel my reservation #[redacted]90 for Los Gatos Gardens Inn. I encountered issues changing my password; after receiving a code, I successfully changed it. However, trying to log in with the new password failed multiple times. Subsequent attempts to reset the password did not yield a new code, resulting in being unable to log in due to multiple failed attempts. Kindly cancel my reservation for 3/9/20. Thank you. - C. Dorado

I am disappointed with our recent stay at the apartment. It did not meet our expectations as it was not clean and appeared more basic than depicted in the photos. The bed sheets had an unpleasant smell, and we found stains reminiscent of bodily fluids, which seemed like semen. Furthermore, we were concerned to see plugs and switches hanging out of the walls, exposing wires. I have photos available for reference if needed. We are requesting a partial refund due to our overall dissatisfaction with the accommodation.

This is my second attempt. I am still waiting for a confirmation regarding a refund for my booking at La Quinta. I accidentally selected the wrong date and had to change it to another date. When I contacted La Quinta, they advised me to speak with you. However, I have been unable to reach you after several attempts. Despite requesting a call back, I have not received one. I have received six emails but nothing has been resolved. Can you please assist me?

I made reservations at the Hayward, CA La Quinta for Mar 12-15 on Feb 23. I later canceled on Feb 27 due to the cancellation of the wedding we were planning to attend. The La Quinta representative advised me to contact Booking.com, which I did. Booking.com assured me they would inform La Quinta of the cancellation. However, I received an email from La Quinta today indicating that my reservation is still active. Given the current Coronavirus situation and the fact that my husband and I, as elderly individuals, are staying home, I kindly request assistance in resolving this matter. Thank you. S. Deters

Hello, our group of 7 individuals has reservations at the "Barcelona Apartments Gaudi Avenue" from March 13th to 16th. Some of our group members are traveling from various locations, including North Italy (Piacenza), Moscow, the UK, Ireland, and Romania. Unfortunately, the flight from Italy was canceled, and those coming from Moscow may face a 14-day quarantine upon return. Given the circumstances, with concerns about the spread of the virus, particularly in the UK, we are unsure about the safety of traveling to Spain at this time. We are requesting a refund or the option to reschedule our stay for a later date, possibly until December [redacted]. We appreciate your understanding and await your response. Thank you.

Hello, I am Robertine Magloire. I recently started the registration process on Booking.com but made a mistake with my telephone number. I need to update it so I can receive the verification code and complete my registration. I have tried contacting customer support multiple times, but after speaking with three different representatives who promised to call back, I have yet to receive any assistance. Can you please guide me on how to resolve this issue? Thank you.

Hello, my name is Robertine Magloire. My email address is [redacted] I am currently in the process of completing my registration. Unfortunately, I mistakenly entered the wrong telephone number in my profile information, and as a result, I am unable to receive a verification code via my phone. My correct telephone number is [redacted]. After reporting the issue, I was informed that I would receive a 4-digit number via email, but I have not yet received it. I have almost finished filling out the form, with all my pictures already uploaded. Can someone assist me with this matter? Thank you.

On March 3, I tried to make a reservation for a 3-night stay at Shadow Mountain Resort in Palm Desert, CA. Even though the payment was deducted from my account, I never received a confirmation email. After numerous unsuccessful attempts to reach the property for information, I finally got an email from the property owner, Wendy Loewe, with a booking number [redacted]. I had to cancel my credit card due to this issue, and my bank initiated a fraud complaint against Bookings.com. Wendy said it was okay to cancel the reservation we were unaware of, but only Booking.com can process the refund. I'm willing to provide a new credit card for the refund if you agree, and I'll notify my bank to halt the fraud claim. It would have been much simpler and faster if there were actual people to speak with at Booking.com!

On March 6th, [redacted], I would like to address my recent booking experience at the Loft Hotel in Montreal for an 8-day business trip. Despite selecting a 4-star hotel that included breakfast, my initial excitement waned upon my arrival on March 3rd. The hotel's location, listed as [redacted] Terrace St. Denis, was nowhere to be found, leading to confusion. Eventually, after various attempts, we discovered the correct entrance via the parking lot on Sanguinet Street. Navigating through the dimly lit corridors and unsettling surroundings heightened my discomfort. The room I booked, a king suite, lacked proper lighting, smelled of smoke, and had an unexpected kitchen setup. The lift and its old, deteriorating state added to the unease I felt during my stay. Furthermore, the discrepancies between the hotel's advertised 4-star status and the actual 3-star quality, coupled with safety concerns and miscommunication regarding cancellation policies, have left me with a negative impression of the establishment. I am requesting the cancellation of my reservation due to these unsatisfactory conditions. Thank you for your attention to this matter.

I prepaid for a hotel through the booking.com app on 3/9/20. Upon arrival around 9 p.m., the hotel agent informed me they do not accept prepaid reservations through booking.com and requested I cancel the booking and pay directly. The agent assured me there would be no cancellation fee. I reluctantly went through with the cancellation. However, I have since received a message stating the hotel denies this. When contacting the hotel's customer service, I encountered difficulties and was eventually disconnected by an agent with a heavy, muffled Indian accent whom I had trouble understanding. Before the disconnection, I gathered that booking.com has my money and I need to seek a refund through them. I urgently need assistance in retrieving my funds as I cannot afford to pay twice for this awful hotel with disturbing decor and odors. This experience has been distressing, and I recommend removing this property as an option on your site.

Dear BOOKING COM manager, I'm writing to inform you about a situation regarding my recent booking at 'citizenM Amsterdam South' due to the COVID-19 pandemic affecting Europe and Japan, where I reside. My confirmation number is [redacted].[redacted].[redacted], and the booking was for 3 nights starting from March 12, [redacted]. I had to cancel the booking and was charged a penalty of [redacted] euros (38,[redacted] JPY) on March 4 on my Visa Platinum credit card. I communicated with the hotel manager through my booking com account, and they removed the penalty from the cancellation announcement. However, the [redacted] euros have not been returned, and I haven't received any further communication from the hotel. Visa Platinum in Tokyo, Japan advised me to reach out to you directly to confirm the penalty payment or provide details of the cancellation. I hope to hear from you soon to resolve this matter promptly. Thank you, Dr. Hanna B.

I have a reservation for 03/14/20 at the Marriott in Downtown Orlando, FL for an event at the Amway Center that has been canceled due to the Covid-19 virus. I am reaching out with over 48 hours' notice to request that we are not charged for the room considering the circumstances. I understand the challenges businesses are facing during this time, but this situation is beyond our control. This reservation was for my husband and my 50th wedding anniversary celebration. Thank you for your understanding. Pam R.

I made a reservation for a Suite at Portland Suites Airport East for 3/10/[redacted] with free cancellation until 3/8/[redacted]. When I had to cancel, I did so through both the hotel and booking.com. Despite booking.com collecting the $56.65 upfront, they requested the property to waive fees. I am puzzled by this as the hotel never received the payment. I am seeking a refund of $56.65, which should have been processed promptly through booking.com. I have spent unnecessary time making frustrating phone calls to Portland Suites Airport East and booking.com with long wait times, only to have no resolution. This whole experience has been incredibly frustrating for me.

I have a concern regarding reservation number [redacted]. I need to cancel my booking and request a refund due to the impact of the coronavirus. Travel restrictions require me to undergo a 14-day quarantine when returning from Cyprus to Greece as a precaution. This situation is beyond my control, and I seek a refund for the hard-earned money I spent. The property I contacted was unkind and disrespectful. Their behavior was unacceptable, and I believe they should not be featured on your platform. Kindly assist me in obtaining a refund from the property. If this matter is not resolved, I will refrain from using Booking.com in the future and advise others to do the same. Thank you for your attention to this matter.

I need assistance with canceling my reservation for an automatic transmission VW Golf Hatchback. The pickup location is Oviedo, Asturias, Spain on March 15, and the return is scheduled for March 20 in La Coruña, Galicia, Spain. I've been attempting to cancel this booking for the past two days, but Europcar refuses to cancel it since it was made through Booking.com. Unfortunately, I can't find the reservation on my Booking.com account to cancel it there, and I haven't received the confirmation email with the PIN. I hope to reschedule the trip for a later date when the current situation with the virus subsides, but for now, I just need to inform both Booking.com and Europcar promptly about the cancellation.