Booking.com Customer Service Issues

I recently made a reservation for 4 nights at Motel6 in Sulphur, LA, from May 28th to May 31st on Ruth St. I forgot to request a ground floor room, but when I called the motel to ask for one, they assured me it would be arranged. However, upon check-in, I was given an upstairs room at the far end despite the promise. The room was dirty, the fridge leaked water, and they didn't provide any room service. When I tried to switch rooms, I was told they were fully booked, even though the motel seemed mostly empty. I urgently needed a room for an additional 3 nights and requested to pay by noon, but the front desk was quite rude about it. Eventually, they called threatening to have me arrested for trespassing at 12:00. The situation was embarrassing, and I don't understand why it was handled so poorly. I took care of cleaning the room myself during my stay. I believe an apology is warranted, and I'm hoping for a couple of nights complimentary due to the ordeal. I'd appreciate any assistance available. My name is Doretta Lamberson.

I have been contacted by Booking.com regarding a booking at Park Beach Cabins in Coffs Harbour, NSW. I am willing to split the cancellation fee of $85, with the accommodation paying $45 and myself covering the remaining $40. I am expecting a full refund of $[redacted], but if a fee is required, I will accept $[redacted]. I request a prompt resolution and refund. If this is resolved, I agree to close the complaint with Fair Trading NSW. Any further delays may result in additional expenses related to my medical condition and increased seizure episodes. I am prepared to provide a Neurologist's medical report upon request. Kevin Ogilvie can be reached at [redacted] or [redacted]

I have already contacted the hotel in Portland to cancel my reservation due to a permanently cancelled meeting. They advised me to also request a refund authorization from Booking.com. However, I am unable to complete the automated process on Booking.com without a pin number. The reservation number with Booking.com is [redacted] and the Choice Hotel number is [redacted]3. I need assistance to finalize the cancellation and refund on my credit card. The reservation is under the name Marian Trope at Comfort Inn Portland OR Airport. Please advise if there are any additional steps required for the refund process. Our meeting was time-sensitive and had to be cancelled due to capacity issues. You can reach me at [redacted].

I made a reservation through Booking.com for Lodge Mill Creek in Pigeon Forge, TN. However, upon arrival, several amenities advertised on the website were not available, such as the pool and breakfast. Despite contacting the lodge before my trip to confirm they were open, they assured me they were prepared for my arrival. Unfortunately, this was not the case. When I asked about canceling my stay to receive a refund, I was informed that I would have to go through Booking.com for any reimbursement. This experience has left me extremely disappointed as I had planned a vacation with my grandsons, and it has turned into a mess. I have been a loyal customer of Booking.com and in all my years of booking, I have never encountered such a situation. I urge you to address this issue and resolve it promptly. My stay in Pigeon Forge, TN was scheduled from 06/08/[redacted] to 06/11/[redacted], and I have faced multiple challenges trying to make this trip happen. Please contact the hotel on my behalf to find a resolution. Thank you.

We were stuck on the balcony and had trouble getting assistance. When they finally came, they mentioned the doors were new but cheap, advising us to leave it open despite security concerns. This incident is part of a series of issues during our stay, including trash left in the room and unprofessional service from the desk staff. Even with COVID-19 cleaning protocols, we found discrepancies like mixed towels and leftover items in the gym area. The lack of concern for cleanliness and safety, especially with minors present, is alarming. I have images and videos showcasing the door situation and other problems we encountered.

Hello, My partner and I had to cancel our upcoming wedding. Subsequently, we had to cancel our reservation at Lake Crest Inn for a few nights in July. Although I was assured by the inn that cancellation would not be a problem and needed to be done through booking.com, I was alarmed to see a $[redacted] cancellation fee on booking.com after they initially mentioned there would be none. Despite receiving an email from booking.com indicating the $[redacted] cancellation fee, the inn assured us we would not be charged for the cancellation. I just wanted to confirm that booking.com will not be charging me this fee, as the inn has confirmed our refund without any issues. Thank you.

I recently booked an apartment in Miami, only to find out it will be closed in July and I had to cancel my reservation. Even though I made an advance payment of €[redacted] with free cancellation, I was refunded €[redacted].51, €14 less than what I originally paid. This feels like theft to me since the cancellation was not my fault. I am highly disappointed and considering sharing this experience on social media. I expect a resolution to this issue as it seems unfair and dishonest.

Hello. I made a reservation for an apartment in Miami and recently got notified that the apartment will be closed in July, so I have to cancel the reservation. I proceeded with the cancellation as required. I had made an advance payment of €[redacted] with free cancellation terms. However, I was disappointed when I saw that I was refunded only €[redacted].51, nearly €14 less than what I originally paid. It is frustrating to have to cancel due to THEIR actions, not mine. Am I being robbed? This situation has left me feeling deceived and cheated. I am a regular customer, but this experience has greatly disappointed me. I am even considering sharing this on social media to warn others. It is truly shameful. If I paid €[redacted], had free cancellation, and due to THEIR error had to cancel, receiving only €[redacted].51 back feels like a literal theft. I hope for a resolution to this matter. Thank you.

In February, we booked two hotel rooms for a canceled event due to COVID-19. After requesting a cancellation on April 28th and being promised a refund, we were surprised to receive an email confirming our booking for May 1st to 4th on May 4th. When we inquired, we were informed that our initial request was denied because it was more than 4 weeks prior. Despite being assured of our refund due to the pandemic and the free cancellation policy, we have yet to receive our money back. After contacting customer service again, we were denied any assistance and told to contact the hotel directly for a refund. However, the hotel explained they cannot process refunds as they haven't received any funds from Booking.com until check-in. Unfortunately, Booking.com is now unresponsive to our attempts to reach out.

I have reached out multiple times via phone and text to cancel my bookings, as the website states a full refund is due if canceled more than 72 hours in advance. Initially, I was given excuses and denied a refund. I was then informed that due to COVID-19 restrictions, I was eligible for a refund. After being promised a refund three times, I have not received it. When I contacted the hotel, they mentioned they do not receive payment from Booking.com until guests check-in, indicating Booking.com has the funds but is unresponsive to my attempts to reach them for a refund.

Upon arriving at our hotel room at 8 o’clock last night, we left for dinner and returned around 10:30. My husband, a smoker, respected the no-smoking policy and went to the parking lot 3 to 4 times during the night for a cigarette. Unfortunately, we were repeatedly approached by another couple and a resident, citing quiet hours. This made our stay uncomfortable and unsettling. We refrained from playing music or talking much due to fear of disturbing the peace. The behavior escalated with the use of a spotlight, which felt unprofessional. We feel suffocated and confined in this setting. We are disappointed at the offer of a partial refund for the second night, as we paid $[redacted] for both nights. We kindly request a full refund and seek a prompt response from management. Thank you for your attention to this matter.

Subject: Issue with Holiday Lodge Booking Dear Booking.com, I am writing to address my recent experience at the Holiday Lodge in Cody, Wyoming. On June 16-17, upon arrival, we encountered issues with the check-in process and room arrangements that did not meet our needs. The lobby was closed until 3 pm, and after receiving an unsuitable room, we tried to cancel the reservation through Booking.com but could not reach anyone for assistance. Eventually, we found alternative accommodations due to the unsatisfactory conditions of the offered room. Despite multiple attempts to communicate my concerns and request for no charges on my credit card, I have not received any response. Additionally, I continue to receive requests for feedback on my stay, which remains unresolved. Thank you for your attention to this matter. Sincerely, Paul & Joan

Is this standard? Booking Confirmation: [redacted] You have just received a message from Hotel Del Pintor. Here's what they wrote: Dear Dinckel, We have taken note of your request for a quiet room. Please be informed that we will do our best to accommodate it, but we cannot guarantee it in advance. All requests are subject to availability at check-in. Best regards, Reception Dear Dinckel, We have a private parking available for €19 per day. You can access it at any time during your stay. We will provide you with more details during check-in. Best regards, Reception, Del Pintor Suites & Hotels Reservation Details: Customer Name: Dinckel Arrival: Thu 13 August [redacted] Departure: Fri 14 August [redacted] Hotel Name: Hotel Del Pintor Booking Number: [redacted] Total Guests: 2 Total Accommodations:

I made a reservation at Hyatt Place in Park City for May 13th, [redacted], which I canceled. However, on June 21st, [redacted], I noticed an unauthorized charge of $80.12 on my debit card from Hyatt for a cancellation fee. This caused overdraft fees in my account. The Manager at Hyatt was unhelpful when I contacted them about this issue. When I visited the hotel on June 23, the Assistant Manager, Paula J., was also rude. I believe the charged amount should be refunded. I have already filed paperwork with my Credit Union. Thank you, Debra M.

I was researching a vacation rental in Kelowna, BC and booked through Booking.com at Cozystay Signature Kelowna. After discovering hidden fees, I canceled within 24 hours but have not yet received a refund 18 days later. Despite my attempts to contact the property and the suite owner, they have been unresponsive. The total charged was $[redacted].32, over $[redacted] more than the reservation amount. Speaking with Robert from Booking.com customer service, I provided necessary evidence of the overcharge and cancellation, yet received unopenable email attachments in response. Despite multiple attempts to communicate my issue, no resolution has been offered. The receipt for my reservation came from Wonderfultrip.ca in Richmond, BC, and the lack of response is frustrating. Booking.com must address this promptly to ensure I receive my refund without further delay.

I made a booking for 2 rooms at the Highfield Hotel on 12th June and was later permitted to cancel, with the promise of a refund. However, after checking my bank statement, I see no refund has been processed for the £[redacted].46 charge. The original booking confirmation number is [redacted].[redacted].[redacted] with pin code [redacted], for Highfield Hotel at [redacted] Durham Road, East Rainton, Houghton Le Spring DH5 9QT. I would appreciate it if you could review the details and inform me of the expected timeline for receiving my refund. While I understand the current challenges, I value the service I've received from your company in the past and hope to maintain a positive outlook on future interactions. This message is from Stephen Curtis representing a group of 3 others.

Hello, my name is Shelly Zucker. I made two reservations through Booking.com with a free cancellation policy. I canceled both well before the due date. Despite this, the money was already charged, and one of the hotels is refusing to refund me for the next 18 months. The hotel claims that Greece allows them to keep the money, but I booked through Booking.com and should not have to deal with the hotel directly. I demand a refund promptly; otherwise, I will take legal action. The Parillio hotel reservation has confirmation number [redacted], pin [redacted]. The other booking I canceled without receiving a refund has confirmation number [redacted], pin [redacted]. Please address this matter urgently as I need my money back. Best regards, Shelly Zucker.

RE: BOOKING REF: [redacted] - MEMBREY - Monday, July 6, [redacted] to Thursday, July 9, [redacted] >>>> NOW JULY [redacted] <<<<   To the Reservations Manager, We attempted to reach out to Booking.Com earlier in the year without success, so we directly contacted the hotel. We have already arranged a voucher valid until July [redacted] (as per their email confirmation provided). Please update your records to reflect this arrangement. Your prompt confirmation is greatly appreciated. Regards, PAUL & BEHNAZ MEMBREY ====================== From: hotel cortese <[redacted]>Sent: May 23, [redacted] 13:08To: 'Paul Membrey' <[redacted]>Subject: Re: BOOKING REF: [redacted] - MEMBREY - Monday 6 July [redacted] to Thursday 9 July [redacted]   Dear Mr. Membrey, Thank you for your response. We acknowledge your challenging situation and hope for a swift resolution. Currently, as the hotel is open and operating, we are not obligated to issue a voucher. It's worth noting that your booking was done through Booking.com, not directly with the hotel, under a non-refundable, discounted, prepayment rate. Nonetheless, we've made an exception for you. We confirm that the €[redacted].40 you've paid can be utilized for your stay until July 9, [redacted], per your request. Kindly note that our pricing may vary in [redacted], and any difference can be settled at that time. We hope you appreciate this accommodation and look forward to your upcoming visit. Best regards, Giulia R.Hotel Cortese, C.so Garibaldi, 20 - [redacted] Sanremo (Im)Tel +39 [redacted] 50 04 86 - Fax +39 [redacted] 54 62 [redacted] www.hotelcortese.it

Subject: Assistance Needed with Booking.com Reservation Hello, I am reaching out regarding my reservation with Booking.com (Confirmation [redacted]) for an apartment in New York from 18.03.20 to 23.03.20. Despite multiple attempts since March, I have not received a resolution for the issues I encountered. I booked the apartment through Booking.com and made full payment upfront for a 5-person stay for a 55th wedding anniversary celebration. Unfortunately, due to travel restrictions implemented, I was only refunded £[redacted] out of the £2,[redacted].00 paid. I have requested a credit note or to reschedule for [redacted], but have not received a definitive response from either the owner or Booking.com after 3 and a half months. I have attached the latest two responses I received for your reference. I appreciate your assistance in resolving this matter promptly. Best regards, Francoise D.

Hello, I made a reservation with confirmation number [redacted]. I have some ambiguities: - We have booked all-inclusive meals. Where will the meals be served? Could you provide information on the location of the restaurant? I am unable to find details or photos of the meals online. - Are the apartment photos authentic? I have seen similar photos on other properties and they look almost alike. Can you provide images of the outside area, like the garden? - Does the studio we reserved come with its own bathroom, toilet, and air conditioning? I would appreciate more clarity on this matter. Please provide detailed information and additional photos of the location. I want to make sure everything is in order. Thank you in advance. I am eagerly awaiting your response.