Booking.com Customer Service Issues

I had an issue with my hotel reservation at Holiday Inn East Brunswick, NJ. I originally booked for Dec 8-9 and changed it to Dec 15-16 through Booking.com. Despite the change confirmation, I was billed for the original dates and had to pay again upon check-in. After contacting both the hotel and Booking.com multiple times, I was promised a refund that never came. Now, after months of waiting, I am requesting my $[redacted].69 refund directly from Booking.com. I have been patient and understanding, but I really hope to get my money back.

Dear Sir or Madam, I am unable to travel to Portugal on June 5 due to health concerns advised by my doctor regarding my heart and asthma conditions. I have contacted the property on April 19, [redacted], to request a cancellation of my booking. The property has directed me to request the cancellation through booking.com. Could you please advise on the refund process? My Booking.com reference number is [redacted]. Thank you.

In January [redacted], I made a reservation for Villa Grazia in Alghero, Sardinia, to celebrate my husband's 70th birthday with 7 family members in August [redacted]. The full payment was processed upfront on my credit card. Unfortunately, due to concerns regarding international travel amid the pandemic, especially for individuals of our age group from South Africa, we are unable to proceed with the trip. Despite our circumstances, Villa Grazia has declined to offer a refund and suggested we reschedule our stay for [redacted], which is not ideal given our age and health concerns. As an active Booking.com user, I hope for assistance or protection in this matter. My Booking.com confirmation number is [redacted]. Thank you for your attention to this issue. Best regards, Mrs. Irene B.

Hello, I am interested in booking a King size room at Hyatt Regency Louisville in Kentucky for Saturday, November 21, [redacted]. I noticed a discrepancy regarding the cancellation policy. In my cart, it states "FREE cancellation before 11:59 PM on November 20, [redacted]," but on the left side under the price, it mentions a fee of $[redacted].85 if I cancel. I prefer the free cancellation option. Could you please verify if I am eligible for free cancellation if I proceed with booking this room? Thank you, D.

I am upset about being charged for my booking at the Hilton Hotel in Boston due to a family emergency. I have used booking.com multiple times in the past and hope for a swift refund. If this issue is not resolved, I will not use booking.com again. Please refund my credit card. The confirmation number is [redacted]. I canceled the reservation with the hotel and on your website. I await your quick reply.

Booking Reference: [redacted] I made a reservation at the Haven Hotel in Sandbanks, Dorset through Booking.com for a week starting from June 11th, totaling £[redacted].78 charged to my credit card in February just before the pandemic hit. With the current circumstances and travel restrictions in place due to the virus, I understand the need for safety measures. I reached out to the hotel concerning a refund or date change, but they mentioned the payment was non-refundable. I am disappointed in their stance, as I believe the situation warrants flexibility. Since Booking.com processed the payment, I was advised my refund should come from them. I refuse to accept losing over a thousand pounds under these circumstances. I am willing to pursue legal action if required. I apologize for the firm tone of this message, but the handling of refunds during this crisis is concerning. I urge for a prompt resolution and am prepared to share my experience to warn others about the Haven Hotel's policies. Your swift attention to this matter would be greatly appreciated. Best regards, Stephen P Neal

I had a reservation for 4 nights with confirmation number [redacted][redacted] and pin [redacted] at Hotel Neptuno in Valencia. The hotel changed my booking to May 20, [redacted], due to Booking being overwhelmed and not answering calls after the state of alarm was declared on March 14. Since the hotel is still closed and the state of alarm continues, I can't stay this month. The hotel said I need to contact Booking to change the dates. I'd like to change my stay to October 15 to October 19 to enjoy the paid accommodations, as the hotel wasn't available on March 18 or May 20. I understand there is no refund, just a date change request. Kind regards, J. B. Diaz.

Hello, I had a booking for May 1-3, [redacted], which was rescheduled to June 11-13, [redacted] due to the COVID-19 pandemic. After Booking.com assisted with changing the dates, the hotel mistakenly charged my credit card for this past weekend. Despite contacting the hotel, they claim I don't have a reservation in June. I reached out to your helpline, and was informed that an email would be sent for a refund process after I provide a copy of the credit card charge. However, I never received the email, even after checking my spam and trash folders. The unauthorized charge of $[redacted] is a significant concern during these uncertain times. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you. Email: [redacted] Phone: [redacted] -Nicole M.

I have been attempting to contact the hotel regarding my father's 50th birthday booking. Despite their closure, I have been unsuccessful. I am seeking assistance with amending the reservation to new dates: 21/5-23/5/[redacted]. I am willing to cover any associated costs. Urgent help is greatly appreciated, as we are concerned about losing our money. Please contact me at [redacted][redacted] to discuss a resolution. My reservation number is [redacted], with pin [redacted]. The previous contact numbers have not yielded any success. Thank you. Robin Claesson

On January 28, [redacted], a reservation was made for the apartment Cuesta del Rosario located in Cuesta del Rosario, Casco Antiguo, Seville, [redacted], Spain, with the contact phone number +34 [redacted] 29 31 48 for the customer, Silvia Sánchez Narbona, through the booking.com online portal. The expected check-in date was May 16, [redacted], and the check-out date was May 19, [redacted]. The total cost of the reservation was €[redacted]. Due to the Covid-19 virus spread, EU governments have imposed flight bans, resulting in the cancellation of our flight. Consequently, because of these travel restrictions imposed by the government, we are forced to cancel the reservation made with reservation code: [redacted]. On May 1, [redacted], we contacted the apartment owner to cancel the reservation with the intention of receiving a full refund. The response was negative. We kindly request a full refund of the reservation amount.

Hello, I recently contacted Hotel Ramada regarding a colleague's stay, and they advised me to reach out to you. Booking.com has charged us for breakfast that was not provided, as mentioned in their response below. I need a credit for this booking to provide accurate expenses to our accounts department. Best regards.

I made a reservation at Aruba Sands Resort in QLD for May 15th to 17th to attend the upcoming blues festival. Despite the no refund policy, due to the impact of the coronavirus and travel restrictions, I decided to cancel my booking. After speaking with the resort manager, Michelle, I learned that Booking.com is currently offering refunds for bookings up to the end of April and may extend this policy to cover May. I have been in contact with both Booking.com and the resort in an attempt to find a resolution before cancelling. Given the extraordinary circumstances of the global pandemic, I am hopeful that Booking.com will consider refunding the money even with the existing no refund policy. I appreciate your assistance and will also seek guidance from our local government authorities. Thank you, Tony A.

Booking Number: [redacted].[redacted].[redacted] We received an email from the hotel yesterday informing us that due to Covid-19, we cannot proceed with our trip as the hotels in Bavaria are still closed. They advised us to cancel through Booking. Although the trip was non-refundable, we must now receive a refund due to the cancellation. Today, I spoke with the hotel again and was informed that Booking needs to release the payment back to the hotel before we can receive our refund. We are requesting prompt action on this matter.

I made a reservation at Coast Inn in Seaside, Oregon. Shortly after checking in, I was asked to leave due to the Coronavirus situation. The hotel agreed to issue a full refund, but I was instructed to contact booking.com. Despite multiple attempts, I have been unable to reach booking.com as I no longer have the confirmation email with my pin number. A previous call with a booking.com representative was unhelpful and they were unwilling to escalate my issue to a supervisor. I was assured a refund a month ago, yet I have not received it. My refund amount is $[redacted].92, and I am seeking assistance from someone who will follow through on the refund promise. Reaching booking.com has become extremely frustrating. I may have to consider reporting this to various authorities if my issue is not resolved promptly. Please contact me to address this matter effectively. - Shannon G

Hello, I am Diana Rebolledo. I had made a reservation at Hotel Dorica, Rome, with reservation ID [redacted].[redacted].[redacted] and PIN code [redacted]. Unfortunately, due to the cancellation of the Holland America Cruise because of the Coronavirus, I had to cancel my booking. When I contacted the hotel, I was informed that Booking.com held my payment of Euros [redacted].36 as they only receive the money when guests arrive. I am now requesting a refund on my Visa since this situation was beyond my control. I have contacted the BBB and was advised of my right to a refund. Being a loyal customer, I trust that you will handle this matter promptly and refund the amount to my Visa. Thank you.

I have a reservation for an apartment in Nice on the 19th of May, but due to travel restrictions from the UK to France, I cannot make it. The UK FCO advises against travel, flights are canceled, and various establishments are closed in France. The apartment refuses to refund me fully and only offers to change the booking dates. However, with the ongoing uncertainty of the COVID-19 situation, I prefer a refund. I made this reservation back in November [redacted] before the outbreak and believe it falls under Force Majeure according to booking.com's terms. I hope booking.com can assist me in this matter as their client.

On 26/04/[redacted], I made a reservation number [redacted] with pin code [redacted] under the name of Ismael Boutiche. I requested a check-in at 11:00 pm as the guest was arriving from London at that time. The accommodation responded after the payment of 83 euros saying: "Good afternoon. Apologies, but our check-in hours are until 8:00 pm. We would not be able to accommodate your check-in, but we will not charge you anything, of course. Please contact booking for a refund from our side with no fees." Upon canceling the reservation, I was only refunded 20 euros. I am requesting a refund of the remaining amount as I believe the cancellation was due to circumstances beyond my control. Kindly address this matter promptly. M.C.B. Iturriaga [redacted]

Hello, I made two temporary hotel reservations in Boston on April 13 with the option to cancel before my September arrival. However, the full payment was charged to my credit card the next day without my authorization. I am frustrated by this unauthorized transaction. The payment of R16,[redacted].07, due to currency fluctuations between ZAR and USD, has gone through my account. I request an immediate full reimbursement, as I intended to pay for the accommodation upon arrival only if I chose to stay at the hotel. I did not expect to be charged within 24 hours for a September reservation that had free cancellation. Please process the refund promptly, or I will cancel both reservations and refrain from using Booking.com in the future. Kindly ensure the reimbursement is made in South African Rand and provide details of the USD/ZAR exchange rate used for the transaction.

I made a reservation at the Baymont Wyndam in West Plains, MO for May 31 but realized it was for the wrong date. I canceled it and rebooked for May 24. After canceling one of the May 24 reservations due to a duplicate booking email, we arrived at the hotel only to find they had no record of our reservation despite having a confirmation number. We paid for a room but then noticed an additional charge for the May 31 booking we had canceled. Unfortunately, I deleted the confirmation emails in frustration, thinking they were unnecessary as they didn't reflect our reservation status. We are now seeking assistance with getting the unwarranted charge removed from our account since we have no confirmation numbers at hand to reference.

I made a booking at Trinchettina in Polignano a Mare, Italy for 4 nights from September 30, [redacted], to October 4, [redacted]. My Booking Confirmation is #[redacted] with Pin Code [redacted]. The accommodation required prepayment 30 days before arrival with free cancellation. However, when I canceled due to COVID19, I found out that my credit card was charged $[redacted].19 AUD on February 25, [redacted]. Despite the cancellation email stating a refund, I have not received the $[redacted].19 AUD refund after 5 weeks. I prefer not to call Italy from Australia and am counting on Booking.com to assist with resolving this with the accommodation. The full charge before the 30-day period is disappointing, and I anticipate a swift response and a refund. Thank you, Lynette H.