Booking.com Customer Service Issues

Due to the ongoing coronavirus situation, I recently cancelled a booking at the Green Island Inn in Fort Lauderdale, Florida for March 28-30, [redacted]. I had made this reservation (Folio # [redacted]) directly with the inn on January 11, [redacted]. Despite only booking directly with the inn, I unexpectedly received a confirmation from booking.com for this reservation. Interestingly, I had previously stayed at the same inn through booking.com on January 8-10, [redacted] (confirmation [redacted].[redacted].[redacted]; PIN CODE [redacted]). I am reaching out per the Green Island Inn's suggestion because the confirmation for the March booking seemed to come from the inn via Booking.com. I just wanted to ensure you are aware of the cancellation. Thank you, Raymond K.

Due to the seriousness of the Coronavirus outbreak, I am requesting to cancel my reservations. I spoke to Michelle from Guest Services at the Holiday Inn near Universal Studios about my concerns regarding road closures and travel advisories. Michelle assured me that Holiday Inn would waive any cancellation charges. I had paid $[redacted].00 for a stay from March 13th to March 15th, [redacted]. My reservation number is [redacted], and pin number is [redacted]. Despite multiple attempts to contact Booking.com, the high call volume led to my calls being disconnected. I have not canceled the booking yet to ensure I won't be held responsible. I am seeking information on when I can expect a refund. Thank you for your assistance. Touchal M. from Milledgeville, Georgia.

I need to cancel our reservation due to my husband's compromised immune system and recent hospitalization. Our Confirmation number is [redacted], and Pin Code is [redacted]. We are advised by our doctor to avoid traveling to Yuma, AZ, and staying in a motel during the current COVID-19 situation. I called your phone numbers [redacted] and [redacted], but your center was unable to assist. We believe that due to my husband's health issues, we shouldn't be charged a refund fee and should receive a full refund. Thank you for your understanding and prompt attention to this matter. Sincerely, Mrs. R. E.

My name is Jerome J., and I had reservations at the Hyatt Place Columbia/Harbison for three nights from March 19th to 22nd to attend a regional meeting. I received an email on Thursday, March 12th, stating that the meeting had been canceled due to concerns about the Coronavirus. There were over [redacted] members who would have been in attendance for this three-day meeting. I canceled my reservations on Thursday, March 12th, although it was non-refundable. I am requesting a refund due to circumstances beyond my control. As you are aware, several health organizations have recommended canceling meetings with large gatherings to prevent the spread of the Coronavirus. For safety precautions, my organization made the decision to cancel. I am asking that you act in good faith and allow me a full refund. Your attention to this matter is greatly appreciated. If you have any additional questions, please feel free to contact me at the email below.

I made a booking through booking.com, but I now need to modify or cancel my reservation due to current global events and health concerns. The email associated with my Hilton Honors account, linked to the reservation, is outdated, and I did not receive the confirmation number or PIN. I contacted the booking assistant to update my email and resend the confirmation to my current email, but I have not received it yet. I require the confirmation number and PIN for my reservation at Hampton Inn in Page, AZ, scheduled for 3/14/20 to 3/15/20 under the name Celeste Richardson, linked to Hilton Honors #[redacted]49. Please resend the details to my current email at [redacted] Thank you for your help. Celeste R.

Hello, this is Nina D. I wanted to inform you that I have canceled reservation number [redacted] for a room at the Holiday Inn in Nampa, Idaho, originally booked for March 27 to March 29, [redacted]. Due to the travel restrictions related to the coronavirus, my daughter's work at wineries has been suspended, and we will no longer be traveling. I appreciate that the Holiday Inn in Nampa, located at [redacted] N Merchant Way, ID, has waived the cancellation fee given the circumstances. I am requesting a full refund of $[redacted].20 for the two nights to be credited back to my MasterCard, the original form of payment. I have attempted to contact booking.com by phone twice today, waiting for 30 minutes each time, but was disconnected both times. Please feel free to reach out if you need any further information.

Booking Ref: [redacted] Pin: [redacted] for March 14-16, [redacted]. I had to cancel suddenly due to coronavirus restrictions. The hotel agreed to waive fees, but I was charged 24.3 euros by Booking.com. The hotel confirmed they didn't charge me. Can you refund me in these tough times? Another recent cancelation through Booking had no charges. It's frustrating not being able to reach out by phone or message. Greek [redacted]5 isn't working and the UK line has long waits. Please email me. I'm a frequent user and usually don't face these issues with Booking.com.

Hello, I am facing challenges due to the ongoing coronavirus situation, and the Croatian government anticipates more outbreaks in the country. I am seeking a refund for my fully paid booking at the Pembridge Palace Hotel in London scheduled for April 29, [redacted] (confirmation id: [redacted]). While the hotel's policy typically does not allow refunds, I kindly request your understanding considering the current circumstances. With uncertainty surrounding the duration of the outbreak and preventive measures in place, I feel it's best to cancel my travel plans, especially since I have young children. I appreciate your cooperation during these challenging times. Thank you, Gorjana Caleta-Car

I have a booking for a stay in Valletta, Malta, at Valletta Collection - Hastings Studios from April 13th to 16th. Due to the current Coronavirus situation, tourists entering Malta are subject to a mandatory 14-day quarantine, making our trip impossible. We are trying to reschedule our holiday to a later date this year, but we are being asked to pay a £[redacted] cancellation fee, almost as much as the original £[redacted] booking. Given the circumstances, we believe it is unfair to incur this cost, as it is beyond our control. We would appreciate any assistance or flexibility you can provide. Thank you for your help. Best regards, A. S.

After making and paying for my reservation, the property owner informed me about the need to turn off the water supply if temperatures drop below freezing, instructing us to turn a valve at the top of the driveway. This means we'll have no water for the night, affecting our ability to use the toilet and wash hands. With the forecast showing lows of 29-30°F during our stay, the owner has kindly offered a refund, but requested that I contact customer service at the specified number. Please address my query related to reservation number [redacted] and PIN [redacted]. Thank you.

Dear Booking Team, I am reaching out regarding reservation number [redacted] and the pin code [redacted]. I recently discussed with a colleague about changing or cancelling my trip due to Covid-19 circumstances. After being informed by the agent that the property would not refund the money, I contacted the hotel to change the dates to November 14th as advised. Despite requesting an email confirmation of the changes and receiving none, the new receptionist had no knowledge of these alterations. I was informed that no changes could be made. I would appreciate your assistance in resolving this matter. Thank you.

URGENT REQUEST: Booking number [redacted] PIN: [redacted]. I spoke with Tena on Friday and sent additional information by email over the weekend following contact from M. Tsuboi. My wife and I had reservations at the Ramada Hotel in Oldbury, West Midlands from March 16 to 19. We are from New Milton, Hampshire, and had plans to travel to Cardiff then Birmingham for my King Edward's School reunion and a football match, both canceled due to COVID-19 on March 13. We kindly request a full refund due to these unforeseen circumstances. Please confirm at your earliest convenience. Thank you. Malcolm S. Phone: [redacted]8.

I recently booked a room at Ibis Abu Dhabi Gate and prepaid for 24 - 30 March. Due to the cancellation of the program I was attending because of the CORONAVIRUS situation, I had to cancel the booking. I contacted Ibis Abu Dhabi Gate for a refund, but they directed me to reach out to you. Below is our email exchange regarding the refund process: How can I proceed to claim my prepayment refund? Thank you, Abubakr Sanusi I am disappointed as my concern was not addressed in your response. I canceled the reservation because of the canceled program related to CORONAVIRUS. How do I go about claiming a refund for the prepayment made, totaling AED 2,[redacted].70? Abubakr Sanusi Dear Sir, Please be advised to contact booking.com customer care for assistance. Warm regards, Reservations Abubakr Sanusi

Subject: Assistance Needed for Cancellation Dear Team, I am writing to inquire about canceling my booking at 'The Waterfront' in Queenstown, NZ from March 25-29 due to unforeseen circumstances. Unfortunately, my elderly mother has fallen ill, and we now need to provide her with constant care. This situation makes it impossible for us to proceed with our travel plans. I would appreciate your guidance on the cancellation process and any associated implications. Your prompt assistance in this matter would be greatly appreciated. Thank you for your understanding and support. Best regards, Cara B.

I recently reviewed my credit card statement and noticed a charge of [redacted].77 Euro on Jan 30, [redacted], labeled as "Hotel on Booking.com Amsterdam." While I had made and canceled a booking at Crowne Plaza in Amsterdam and have a separate reservation at Ramada by Wyndham, I have no recollection of this specific booking. Could you please investigate this matter and issue a refund for the erroneous payment processed on my credit card? American Express has been informed, but they indicated that the payment went through and advised me to contact Booking.com for assistance. My name is SL and I have been a loyal Booking.com customer. The credit card used was an American Express with the number 3[redacted]41 [redacted]. Thank you for your attention to this issue. Best regards, SL

I recently sent an email to you yesterday regarding the cancellation of my holiday. I attempted to call this morning as well. I had booked a weekend getaway at Beamish Hall Country House Hotel with the reference number [redacted] and Pin Code [redacted]. I have been informed of a cancellation charge of £[redacted], as I fell ill on the 26th of February while in Australia, resulting in hospitalization. Despite our initial desire to still visit Beamish, I am unable to travel for the next few weeks and sadly need to cancel our reservation. As a loyal customer who booked 24 hotels with your company last year alone, I believe better service can be provided in this situation. Due to these unforeseen circumstances, I reluctantly canceled and am seeking a full refund, considering it is three weeks prior to our scheduled trip. Despite sending a prior message, I am yet to receive a response. I kindly request a prompt review of my request as a loyal customer and a full refund. I am disheartened by this situation but must adhere to medical advice, especially given the current circumstances. Please reach out to me at your earliest convenience. Thank you. Regards, Audrey Gardner

Dear Sir, I had made a reservation at Hotel Casa Amsterdam for April 10-12, [redacted]. I will be traveling from Cyprus amidst concerns regarding the spread of coronavirus. I anticipate Cyprus or the Netherlands being in Category 3 by the time of my flight, possibly leading to a mandatory quarantine upon arrival. I am unsure if flights will even be operational, making my 3-day visit to see my son uncertain. Is there any assistance you can provide? I am considering the following options: 1. Full refund. 2. Issuing a voucher valid until December [redacted]. 3. Rescheduling my visit. Please refer to the attached receipt from booking.com. Feel free to reach out with any alternative solutions. Kind Regards, Lambros Andreou

I am seeking an update regarding the complaint I filed on 03/02/[redacted] about a charge of 91.50 EUR on my credit card statement. I have provided all requested documents but have not received any information about the charge. Please provide me with the resolution of my complaint. Thank you.

I have a booking for a 3-night stay in Amsterdam that I need to cancel due to the coronavirus situation. The lockdown in Amsterdam has impacted my travel plans with the increasing number of cases and closures of shops and restaurants. Despite the no-refund policy, the current circumstances are beyond my control, preventing me from traveling. I have attempted to contact the property and Booking.com but have not received any assistance. The host's advice contradicts the reality of the situation in Amsterdam, which is concerning. I kindly request a full refund considering the high-risk environment in the city. Your prompt attention to this matter would be greatly appreciated. Thank you.

Subject: Request for Booking Rescheduling Hello, I have a reservation scheduled for today until tomorrow under confirmation number [redacted]. However, due to unforeseen circumstances related to COVID-19, my travel plans to Bantayan Island have been affected. As the primary guest, I am currently in Tacloban and couldn't travel to Cebu as initially planned, given the travel restrictions imposed by my office and the possibility of a lockdown in Cebu Province. I kindly request a change in the booking dates to October 18-19, [redacted]. I have already been in touch with an Anika Island representative who informed me that any rescheduling needs to be processed through booking.com, resulting in a new voucher being issued to replace the old one. I anticipate your prompt assistance on this matter. Thank you. Best regards, Arhnel Guest