Booking.com Customer Service Issues

Hello, the guests on this reservation are currently in Spain under a COVID-19 lockdown. The reservation has been canceled, but the property owner is holding our deposit. We plan to report this to authorities. This business should be fined and banned from Booking.com. A refund is expected promptly as lives are more important than profits. Sincerely, I.F. and friends from Spain

I recently made a reservation on this site for a Quality Inn stay in Branson. The images of the hotel looked great online, but the reality was shocking when we arrived. The outside was dirty and construction was in progress, making it feel unsafe for our family. We promptly canceled our reservation due to the conditions, within the free cancellation period, yet still had to pay an $85 fee because it was less than 24 hours before check-in. We would appreciate a refund of this fee as we had to quickly find alternate accommodations. The discrepancy between the online photos and the actual hotel was quite deceiving. Booking Number: [redacted] Name: S. Owen/T. Owen

I made a reservation for an apartment in Sankt-Petersburg, Russia from 4/6 to 4/12 on February 25th. The confirmation email indicated that I paid $[redacted].00, but I was charged $[redacted].43 on my credit card, which I can prove with documentation. I attempted to get clarification through the reservation link via email but received no satisfactory explanations. Due to the Coronavirus crisis, I requested to cancel my reservation on Friday, March 13th, 24 days before my arrival, as travel restrictions prevented me from leaving the US on April 5th. Despite the circumstances, the response I received implied I would be charged the full price. The suggestion that flights were still available from Europe to Moscow was deemed irrelevant to my situation. I wish to receive a refund and avoid any future dealings with this service provider. I have all relevant communication and reservation details. My reservation ID is [redacted]. Thank you, Olga S.

Refund Request for Booking #[redacted] Hello, I had planned to travel from Singapore to Bangkok but due to the recent travel ban imposed by the Singapore government on non-essential travel to ASEAN countries, including Thailand, I would like to request a refund for my booking charges. I also successfully requested a free cancellation from Centre Point Chidlom for my hotel booking. Although I thought a free cancellation meant a full refund, I have not received any confirmation or refund from booking.com yet, so I am following up on the status. Thank you for your assistance.

I would like to request the cancellation of my reservation due to extenuating circumstances. Recently, I had to see a doctor who diagnosed me with glaucoma in one of my eyes, and now with the Coronavirus situation, I urgently need to return to Canada. Reservation: [redacted] Dates: March 15th to March 21st Property Name: Cozy apartment just steps away from the Malecón I reached out to the supposed owner who charged me via Visa, and I discovered they were from Colombia. Despite explaining my situation and the current global events, there was a lack of understanding or compassion. I am extremely dissatisfied with the property owner and the lack of sensitivity from Booking.com regarding my circumstances. I have tried to call them, but have not received any response. I kindly request that Booking.com takes my situation into consideration and refunds my money promptly. Warm regards, Liliana R.

I've had to cancel multiple bookings as I can no longer travel. I've managed to cancel all except one, which oddly shows as non-refundable. I spoke with the Motel's Manager, Natalie, who agreed to issue a refund and was unsure why I couldn't get one. She requested that you reach out to her to verify if needed. My confirmation number is [redacted], pin [redacted] for Dalby Parkview Motel. I spent a long time waiting on the line to speak with someone at your office, and when I finally got through, the call was abruptly ended. Can you please investigate this matter for me? Thank you, AK

Due to the Coronavirus situation, our trip to Poland had to be canceled. Our reservation number is [redacted] with a pin number [redacted]. The property assured us of a full refund, as they have already processed one for the other couple we were supposed to travel with. Despite canceling through booking.com as instructed, the email we received indicates we will not be refunded. Could you please verify that, given the special circumstances and the property's promise of a full refund, we can expect the reimbursement within 7-12 days? Attempting to call twice, we waited for 25 minutes each time, only to be disconnected automatically. We understand the high call volume, but cutting off calls after such a long hold time seems unreasonable.

Dear Booking.com, I reached out on Saturday, March 14, [redacted], with regards to my booking. Given the current situation with the coronavirus causing the cancellation of my daughter's graduation ceremony, I respectfully requested a refund. Despite being informed that I would hear back from the property owner within 48 hours, I have not received any response. We were traveling from 80 miles away to London for the now-cancelled event, rendering the property unnecessary. While the property owner redirected me to Booking.com for a refund, I am yet to receive further assistance. Although I received an email confirming the cancellation, I still seek a refund. Your prompt attention to this matter would be greatly appreciated. Thank you, Russell S.

I have a booking in France for a hotel in Saint Tropez. Due to current travel restrictions and being in a critical age group, we are unable to travel as France is in lockdown. I have already paid half of the cost, which, according to Bookings.com conditions, is non-refundable. Since this is an unprecedented travel and global health situation, I need to cancel my booking and receive a refund for the amount paid. I have attempted to contact Bookings.com by phone, but they are not accepting calls, and I also tried reaching out to the hotel, but they are unavailable. Please assist me. (Booking Ref: [redacted], Pin: [redacted])

Due to the current situation with the coronavirus and travel restrictions, I need to adjust my hotel reservation. I was directed by the hotel to coordinate with bookings.com for the changes. They assured me that there would be no extra charges unless the new dates have a higher rate. My reservation is approaching next week, so I need to finalize the modifications promptly. Considering the US travel ban to Ireland, I am assuming that any fees for date changes will be waived. Providing exceptional customer service during this challenging time is crucial for retaining customers in the future. I am seeking the contact information, such as a phone number or email address, to reach customer service directly regarding my hotel booking.

I have a hotel reservation at the Camar Resort in Malaysia with the booking number [redacted] and pin [redacted]. Due to the current coronavirus situation, the hotel has kindly agreed to allow me to change my booking dates without any extra fees. They are offering me the option to reschedule my stay until 30/11/20. I need your confirmation to arrange a new voucher. I cannot provide a specific date yet as my flights have not been canceled, and I am in contact with the airline about this. I would like guidance on how to proceed with changing my booking to accommodate these changes. Thank you for your assistance. - Mandy S.

I have been in contact with multiple representatives from booking.com who assured me of a full refund for my unpleasant stay, which was well-documented. I have received several emails confirming this refund. A supervisor I spoke with on 3/6/20 contacted the hotel supervisor, who abruptly hung up during their conversation. I last discussed this issue with Maki Kogita, providing additional documentation and sending my receipt twice. However, despite almost two weeks passing, my problem remains unresolved. I am seeking to speak with a supervisor promptly to resolve this matter, as agreed upon. I have been patient but would appreciate a swift resolution. Thank you, Tyler Epling

I have been holding on the line at your office for an extended period with no response. I understand there may be a high volume of calls. Currently, my family, Canadian residents in Spain, are trying to return to Canada. Due to flight cancellations, our plans have changed, and we no longer need the hotel accommodations we booked through booking.com. I kindly request the cancellation of our reservations without any fees being applied. The hotels in question are: - Holiday Inn Bath Road (Heathrow Airport) for March 21, [redacted]. Confirmation # [redacted]. Pin# [redacted]. - Malaga Holiday Inn Express for March 29, [redacted]. Confirmation # [redacted]. Pin # [redacted]. Your assistance in resolving this matter would be greatly appreciated.

I am Mrs. S.C. and I have a reservation with you under confirmation number [redacted], pin [redacted], for one night at the Hilton Newcastle Gateshead. We planned to stay overnight after the Rick Astley concert at the Utilitaria Arena Gateshead, but it got canceled due to coronavirus. We are waiting for a new concert date. I am reaching out to see if I can reschedule my stay at the Hilton Newcastle for the new concert date or if you have any advice on how to proceed. Hilton Newcastle suggested contacting you directly to modify the booking for the rescheduled concert date. We look forward to staying at the Hilton once the concert is rescheduled. Thank you.

Hello, I have a trip booked to Liverpool on March 28th to see the Liverpool Legends match, which has been postponed due to the coronavirus outbreak. I only booked a hotel stay for the match, and as it is postponed, it doesn't make sense for me to go anymore. Marie at the Park Hotel mentioned that Booking.com is providing refunds due to the situation, but I haven't been able to get through to them over the phone. My partner is hesitant to travel amidst the current situation, so I would appreciate assistance with cancelling my trip and getting a refund. My confirmation number is [redacted]. I have had difficulty reaching out over the phone and keep getting disconnected. Thank you for your help. - Stephen W.

I have been trying to reach booking.com and Choice Privileges with no success due to long hold times. I made a reservation at the Econo Lodge in North Kansas City through booking.com with a non-refundable policy, but with the Coronavirus situation and Kansas City being in a state of emergency, I am seeking a refund. The interaction with the Econo Lodge staff was unprofessional, and they were unhelpful. I spoke to a woman who was disrespectful, and I am now hesitant to stay there in the future. I would appreciate a prompt response regarding this matter. Choice's response from Cathy mentioned that since I booked through a third-party site, all billing is handled between them and the franchisee. Cathy suggested escalating the issue with booking.com.

I have a reservation at Hotel Brasil in Benidorm, Spain from 31/03-7/04. Due to Covid-19, everything is closed, and my stay is canceled. Hotel Brasil has confirmed I can get a refund of [redacted]€ (about £[redacted]). However, Booking.com still shows a cancellation fee. The hotel mentioned they haven't received the payment, so Booking.com might still have the money. Could you assist me with this issue? The refund would be really helpful for my family during this global health crisis.

Booking Reference: [redacted] Hello everyone, I hope this message finds you well. Considering the situation unfolding recently, I am reaching out regarding our booking scheduled for the end of May, which was non-refundable. Due to my diabetes, age, and health conditions, I am worried about the risks of contracting and spreading Covid-19 to others. New restrictions in New Zealand require returning travelers, like myself and my wife, to self-isolate for 14 days, which is not feasible for us. I understand the booking terms, but I am wondering if it would be possible to reschedule our stay to June 4th, [redacted], to June 7th, [redacted]? I have a confirmation from Waterfront Melbourne properties indicating this change is acceptable through your channels. I have attempted to modify the dates without success due to high demand. Could you please adjust our reservation to the specified dates and confirm this change with the accommodation and me? I am looking forward to your response. Feel free to contact me if needed. Thank you for your support. Regards, Dave Duff

I am seeking a refund for two unused nights at a hostel due to a strong toxic smell from outside toilet sanitizers. The scent was so overwhelming it made sleeping impossible. I left after the first night, but the manager declined a refund. Additionally, my room was noisy as it was close to the office with loud voices early morning and late at night. I requested a room change, which was also denied. Despite this, the place was generally pleasant. This was my worst lodging experience during my month in Costa Rica. I kindly ask for your help as a loyal Booking.com customer. Thank you. D. McQuown

I have had positive experiences during my stays at Howard Johnson. I typically stay for 1-3 nights per month in Albuquerque due to being a musician. Unfortunately, my show was impacted by the coronavirus on March 12th, leading me to check out on the same night. I requested to cancel the next two nights with the hotel clerk confirming it was done. However, upon checking with my bank on March 16th, I saw the full amount of $[redacted].73 was charged. Despite contacting various numbers and being directed to Booking.com, I have not been able to secure a refund for the unused nights. I am hopeful that you can assist me in resolving this matter, considering the current challenges faced by musicians like myself. Thank you for your attention to this issue. - J. Chavez