Booking.com Customer Service Issues

Hello, I need to cancel my reservation at the Quintessa Hotel Tokyo Ginza. My booking number is [redacted] with pin [redacted]. My Japanese daughter-in-law contacted the hotel and they agreed to provide a refund. I received a message from booking.com stating that I would not face any penalties due to the coronavirus situation. However, I have not received any updates from booking.com regarding the refund. I would appreciate assistance on how to proceed in order to receive my refund. Thank you, Jacqui Winn

Due to the closure of schools amid the coronavirus outbreak, my self-employment income is in jeopardy. I have requested rescheduling or refunds from four hotels booked via booking.com, but they redirected me to your platform for assistance. Could you please assist with refunding or crediting the amount to my booking.com account? Given the current unprecedented situation, I rely on your understanding. I frequently book around 15 hotels monthly through booking.com and have always valued the excellent service provided. The bookings in question are for stays on Monday, March 23rd, Monday, March 30th, March 31st, and April 1st. Thank you, Diane D.

I have a reservation at the Savoy in St. Helier starting from the 19th of May. I inquired about canceling my booking due to the current circumstances. The hotel refused to refund me, instead, they offered to reschedule for an extra charge of £20 per night plus the rate difference. This seems unfair, especially considering the challenges posed by the coronavirus situation. As per the Jersey government's guidelines, self-isolation for 14 days upon arrival is required, which would significantly impact our short holiday. Additionally, there seems to be an issue with my payment method. I appreciate any assistance you can offer in resolving this matter. Thank you. - M. Bradley.

I had an upcoming appointment this weekend at the eye clinic at the Tom Carr Institute. However, my retina specialist advised me against going due to the current virus situation. I was instructed to reschedule the appointment for a later date. Given our low immune systems, my husband and I are staying quarantined at home. I had a booking at the Holiday Inn Express with confirmation number [redacted]1, which I have since canceled and received a cancellation number [redacted]8. I am seeking either a refund or credit for a future stay. My email is [redacted], and you can reach me at [redacted] if necessary.

I have a booking at the Holiday Inn Express in Minnetonka, MN for this Sunday, 3/22, with a check-out on 3/23 for an eye surgery consult at the Minnesota Eye Institute the following day. However, due to the current virus situation and our high-risk status because of compromised immune systems, my husband and I were advised by my retina specialist at Sanford in Fargo, ND, to avoid travel and crowds. Therefore, I've had to cancel my appointment. The booking is under my name, Laurie Smerud, with confirmation #[redacted]31. I've contacted the hotel to cancel and was given cancellation #[redacted]8. I hope for a full refund from booking.com. Please contact me to address this matter. Thank you. Laurie S. Email: [redacted]

Dear Sir/Madam, I am writing to request your assistance regarding a booking I made at the Little Duke Hotel in 's-Hertogenbosch, North Brabant, Netherlands for March 26 through booking.com. My intention was to stay for one night to attend an event hosted by the Jheronimus Academy of Data Science. However, due to the unforeseen circumstances surrounding the Coronavirus outbreak and subsequent flight cancellations from Iran to the Netherlands, I am unable to proceed with my travel plans. I acknowledge that my reservation was non-refundable, but given the circumstances beyond my control, I kindly ask if it would be possible to receive a refund for my booking. Thank you in advance for your consideration and prompt response to my request. Best regards, Elahe Nasiri

I was in Tenerife on the 14th of March when our flight was cancelled by easyJet. They did not inform us about it, so we went on their website looking for information but did not receive any emails or texts. Eventually, we decided to transfer to another hotel through their website, but faced a long wait for a response. Worried due to health issues, I booked a night at the Catalonia Negro for £58 while we waited. Later, easyJet offered us accommodation, so I tried to cancel the booking at Catalonia Negro but was instructed to contact you for this request. It has been quite a stressful experience, and I am hoping for a refund of the £58 for the unused room. Thank you, Jackie R.

I made a hotel reservation at Howard Johnson on Booking.com, where my payment was declined by the property as they do not accept Green Dot Checking account prepaid cards. Although I was promised an immediate refund of $55.46, I have not received the money back into my account. Booking.com should make every effort to ensure customer satisfaction, especially when payment has already been made. I kindly request a refund of the amount charged. Thank you.

Regarding confirmation number [redacted] for Flat Iron Anfield on April 24th, I recently received an email regarding advice on the Coronavirus situation. Due to my husband's high-risk status for Covid-19, I have requested to cancel this non-refundable booking. The cancellation process mentioned that if the hotel denies the request, the booking would still stand. However, upon cancellation, I only received a "booking cancelled" message, leaving me concerned about losing the money and not having the option to keep the room if free cancellation is refused. I wouldn't have initiated the cancellation process if I had known it might result in immediate cancellation without further consideration.

I received notification from Bookings.com around 10 days ago that the cancellation fee for my holiday rental in Cyprus is £0. I have paid Booking.com more than £[redacted] for the entire stay. I'm awaiting a refund of the £[redacted]. After reaching out to the apartment owner, I learned that payment is usually received a month after the stay; however, due to the closure of holiday accommodations by the Cyprus government, the owner does not anticipate payment. I'm concerned about the refund process, the timeline, and what steps I can take to expedite it. I want to understand my options to report this to my insurance provider.

I am waiting for a refund from booking.com due to a cancellation forced by the virus. I've reached out to the property four times, giving them 24 hours each time to respond. Despite being told the refund would be processed if the property didn't comply, they haven't, leading to frustration. Calling booking.com has been unhelpful, as I am disconnected due to the past check-in date. I need to know the refund status promptly. I've submitted the required documentation twice to support the refund request and would appreciate a phone call today to resolve this matter. Thank you.

I made a reservation at Hallmark Hotel in Newport, Oregon on February 18, [redacted], and paid with my Mastercard. We had a great night at the hotel on February 20, [redacted]. Upon departing on February 21, [redacted], they charged us $99.06. However, I have now received my credit card statement showing a charge of $[redacted].71 in addition to the $99.06 charge. I contacted Hallmark Hotel, and they claim they have not received any payment from you. When I tried to call the booking service, I couldn't reach anyone without a confirmation number, which I no longer have. I don't have a pin or login to an account either. I am frustrated by the charges and the inability to speak with a representative. I will be contacting my Mastercard company to resolve this matter. - VS

I have been attempting to cancel my hotel reservation through booking.com for one night on the 16th of May at The Hugo Hotel Concept in Canterbury. I need to cancel due to the Coronavirus situation. I contacted the hotel directly and was advised to cancel through booking.com for a refund. However, I am now unable to reach booking.com as I don't have the required booking or pin number, which I cannot locate in my emails. I even tried calling their customer service, incurring a charge of £6, only to be informed that I need the confirmation number from the email. This has left me frustrated. I have PayPal receipts and communication with the hotel, but I need assistance from booking.com to proceed with the cancellation and refund process.

Hello, my name is David Wilson. I booked two rooms at the Travel Lodge Airport Vancouver hotel through booking.com for April 10th. I have the booking confirmation number [redacted], but I never received a confirmation email with a pin code to check my reservation online. Due to the Canadian border closure, I need to cancel our trip from Seattle. I have been trying for over a week to contact someone for assistance without success. Can you please help me retrieve my pin code so I can cancel my reservation online? Thank you.

I am aware of the cancellation policy regarding Covid-19, but I am experiencing difficulties canceling my bookings. It seems that the cancellations are now being prioritized based on the booking dates. I have not found any clear information regarding this process. I have been trying for days to get in touch for guidance but have not received any acknowledgment or direction on how to proceed for confirmation. I would appreciate clarity on whether my cancellation will be honored within a specific timeframe.

Hello, A few months ago, I made a reservation through Booking for The Club at Brickell Bay with reservation number [redacted]. The payment was taken from my card as expected, but upon arrival, the Penthouse was not available, and there was no reservation under my name. After contacting your phone service for help, the hotel informed us that the Penthouse had been double-booked and other guests were already there. We had to arrange for another place to stay, reaching out to you multiple times. We left and found a place by 8 p.m., losing a whole day we had planned to visit Miami. The hotel assured us that The Club at Brickell Bay would refund us. Each time someone suggested a place, it did not work out until we were eventually placed at the Domio Wynwood hotel, far from downtown. We were told Booking would cover the cost of the stay, Uber rides, and meals. I see two charges on my credit card for the hotel reservation: one for $[redacted].57 and another for $[redacted].59. I expect reimbursement for the night and related expenses incurred that day. I can provide the receipts I received as suggested by your staff. Additionally, I paid The Club hotel $[redacted].30, but only received $[redacted].62 back. I wanted to leave a review for The Club at Brickell Bay, but since the reservation was canceled, I am unable to do so. I recommend removing this hotel from your listings. On the same day, another group of four people had booking issues at this hotel, so please consider removing it. The hotel indicated they primarily work with Airbnb rather than Booking.com. I hope for a prompt and positive response, as I will think twice before booking through your site again. Disappointing. Thank you for your cooperation.

I booked a stay at Easy Hostel in Miami last minute. Upon arrival, I discovered that Karina G., her husband J. Carlos, and their two young children seem to be running the place without owning it. They mentioned working for a third party who has ties to Latin American investors. It appears they are unfamiliar with U.S. laws, operating the business questionably. Unfortunately, they have allegedly turned a blind eye to various illegal activities on the premises, including violence, drugs, and involvement with questionable individuals. These actions pose serious safety risks for guests. Many individuals, including David, Alejandro, Karina, J. Carlos, and Larry, have shared concerning experiences. The hostel also seems to be violating fire codes and neglecting basic hygiene standards, leading to long wait times for shared facilities. This situation raises significant security and health concerns for all guests.

Booking Confirmation: [redacted][redacted]91 PIN: [redacted] I recently booked a hotel through your service, but due to the current situation with the coronavirus, the hotel has closed and cannot accommodate me. The hotel provided me with a cancellation number ([redacted]) and assured me there would be no cancellation fee. Booking.com informed me that this was a third-party booking through Agoda and advised me to contact the hotel for a refund. However, the hotel claims they have not received payment for the booking and suggested I reach out to you again. After reviewing my credit card statement, I noticed that the payment was made to Booking.com and not Agoda on February 6th. Could you please process a refund of £85 to my credit card? Thank you.

Booking Confirmation: [redacted] - Pin: [redacted] - Mrs. J.S. I canceled my reservation at Stargazy Inn, Port Isaac, from April 24-27. The hotel charged £[redacted] in December [redacted]. When inquiring about my refund, I was told they are unable to provide a refund due to the pandemic, offering a credit instead. This is unsatisfactory as my husband and I are also impacted by the crisis. I am unsure when I can use the credit. The contract guaranteed a full refund for cancellations. I seek your advice on this matter. Thank you, J.S.

I need assistance with two bookings: 1. Napa Discovery Inn (Booking: [redacted]) 2. Days Inn by Wyndham SFO S/Oyster Point Airport (Booking: [redacted]) I have been trying to contact both properties for the past 12 days without success. Days Inn mentioned they can't find my booking and can't assist with cancellation. However, I can still see it on my Booking.com account. Napa Discovery Inn advised me to contact Booking.com for a waiver and have Booking.com call them back to proceed. I attempted the hotline but couldn't connect due to my April travel date. It has been frustrating to get help with cancelling to avoid fees. We are in Mountain Home at the Air Force base, currently affected by travel restrictions. I hope Booking.com, as a loyal customer, will help me cancel these reservations without charges.