Booking.com Customer Service Issues

I made an online reservation months in advance as a birthday gift for my girlfriend. Due to unforeseen circumstances, I couldn't cancel on time as my girlfriend was out of town on the day of the booking. I reached out to the hotel and booking.com requesting a waiver, but they both declined. As an unemployed individual, I can't afford to repay my friend for using their credit card. I hope for a solution to this issue as I am not financially stable. I understand it's a contractual matter, but I believe a company like booking.com and Meriton could consider an exception in this case. Your prompt assistance in this matter would be greatly appreciated. Thank you, Ben.

I made a hotel reservation through Airpads on the Booking.com website. In December [redacted], I paid a $[redacted] security deposit as required. After returning from my trip, I have contacted Booking.com three times regarding the status of my deposit. It was supposed to be refunded within 72 hours of checkout, but 17 days have passed, and I haven't received it yet. Despite reaching out to Booking.com and Airpads, there has been minimal assistance. My bank confirms the refund has not been processed. When calling, I experience long wait times. The latest email promised to follow up with Airpads, but I haven't received any further updates. This lack of communication is frustrating. I simply want my deposit returned as promised.

Subject: Issue with Stay at Red Carpet Inn Regarding Red Carpet Inn, I would like to bring to your attention some concerning incidents that occurred during my recent stay. At approximately 8:00 this morning, I witnessed a disruptive altercation between a guest and the management, resulting in a messy situation in the corridor. Following the argument, I observed that the corridors leading to the exterior fire stair were left unlocked during the night, which raised security concerns for me. Despite being a regular and satisfied user of the Booking site, I feel compelled to recommend removing this particular property from your listings. The lack of cleanliness and unresponsiveness to requests such as providing a lamp shade are significant issues that need to be addressed promptly. In light of the inconveniences faced during my stay, I kindly request a refund for the cost of my final night, which I hope can be credited back to the payment card on file. Thank you for addressing these matters promptly. Sincerely, J. M.

Booking Number: [redacted] I booked the Seaside Luxury Apartments for a 2-night stay for four adults and two small children. The email confirmation stated our check-in time was between 3 pm and 4 pm. Upon arrival, we were denied entry at the security gate and told to wait for someone to meet us. Despite our expectations, no one arrived by 4 pm, so we called and were informed of a check-in time mix-up. The lady in charge promised to get a taxi and bring us the keys within 30 minutes. However, we waited for an hour and a half, only to be met by a cleaner who couldn't provide garage or security gate keys. After numerous delays and unsuccessful attempts to resolve the issue, I decided to leave due to the inconvenience, especially with two young children with me. I kindly request a full refund for the ordeal. Thank you. - Katarzyna K.

I made a reservation at the industrial design apartment in Prague through easyBnB. Unfortunately, our experience has been unpleasant to the point where we wish to leave early. The bed broke when we sat on it, although the managers fixed it for the night. Subsequently, we discovered musty odors from leaky taps in the apartment. Additionally, the door lock system was inconvenient. We are not willing to pay any cancellation or cleaning fees and are requesting a full refund since this experience is impacting our holiday. I have already booked an alternative accommodation for the next 2 nights through your platform. As a loyal customer who has used your services extensively during my travels in Europe, I hope for your understanding, especially now that I hold official residency in the EU. Booking confirmation number for reference: [redacted].

Dear Customer Service Team, I must express my disagreement with your decision. Firstly, the check-in information stated that check-in was available until 00:00, so I proceeded with the booking. The confirmation email mentioned a key in a lockbox, but no key was provided. Secondly, claiming the property was responsive is laughable. Despite multiple messages about my arrival for check-in, no clear responses were given. Several attempts to contact them by phone at 8:43 pm were also unsuccessful. Being a frequent traveler for work across the UK, arriving late with no check-in details after a long drive is frustrating. This experience has made me reconsider future bookings through booking.com and I will share this with my colleagues and clients. I look forward to your response and hope to avoid such poor treatment in the future. Kind regards, DK - Sent from my iPhone

I made a reservation at the Days Inn by Wyndham Charleston Historic District for Oct 18-21, [redacted], with conf # [redacted]. However, I intended it to be refundable, not non-refundable. Due to uncertain plans and changed dates, I need to cancel this reservation. There is ample time for the hotel to fill it. Please assist me with this matter. Thank you.

Hello, I'm sorry for the oversight. We are trying to reduce our expenses due to a limited budget. Could we adjust our booking to stay one night less until 9/9? This way, we could avoid the additional cost. The original booking was for 6 nights at [redacted]€, but the reception mentioned a total fee of [redacted]€. They advised us to check with you as we booked through your service. If it's acceptable, we would like to only stay for 5 nights. Please let me know if this change is possible. Thank you for your assistance. Best regards, Emma V. --- Subject: Your Action is Requested: Barricata Holiday Village ([redacted].[redacted].[redacted]) Dear Emma V., Thank you for booking with Booking.com. We have tried to contact you to address your request to modify the reservation at Barricata Holiday Village. The adjusted price for staying 5 nights will be [redacted].07 Euros. If you agree to the change, please reply to this email, and we will confirm the modifications accordingly. Feel free to contact us for further assistance. Kind regards, Irina M. Booking.com Customer Service Team

I made a reservation at Wildflower in Berkeley Springs, West Virginia through Booking.com for a one night stay on September 2, [redacted], for $[redacted]. Despite this, I received an email claiming the reservation would be canceled due to nonpayment, which is inaccurate as the amount was deducted from my bank account. The property manager, Holly, explained that one-night bookings on holiday weekends are not typical, and this was likely an error by Booking.com. My reservation is for August 31, [redacted], to September 1, [redacted]. After contacting Booking.com and Holly, it seems there was a misunderstanding. Holly assured me she would rectify the situation and provide a refund. Attempts to reach her by phone today were unsuccessful. I am seeking a full refund of $[redacted] due to the mistake by Booking.com and Wildflower's management. If I respond to the cancellation email and select to cancel for free, will I receive the full refund? I urge prompt resolution of this matter.

Hello, I recently booked a stay at Home Sweet Home in Bergamo through Booking.com. My confirmation number is [redacted]. I usually pay by credit card in sterling to avoid non-sterling transaction fees. However, after booking my recent stay and selecting payment in sterling throughout the process, I was charged an additional £10.93 as a non-sterling transaction fee, reflected in euros on my card statement. The hotel mentioned they are bound to collect payments in euros only and advised me to contact Booking.com for assistance. Could you kindly refund the £10.93 fee and ensure future charges are made in sterling rather than euros? Thank you.

As a 59-year-old flight attendant, I entrusted my friend to book a place in Iceland using my credit card while I was at a long doctor's appointment. We specifically wanted a place with a kitchen and laundry facilities. Unfortunately, my friend accidentally booked a place with terrible reviews close to a bus station. The reviews mentioned issues like no front desk, cleanliness problems, overgrown weeds, unfriendly staff, and no elevator. Immediately after my appointment, I contacted the credit card company to dispute the charges within the hour. We are both extremely upset about this situation as we are leaving tomorrow. What was supposed to be an exciting trip has now become a source of despair. I kindly request the cancellation of this reservation. Based on the negative reviews, I believe this place should be removed from your website. This is my first time using booking.com, and as someone who travels the world, this experience has been very disappointing.

Recently, I arrived at a hotel with a confirmed reservation, but was turned away. During booking, I had specified the presence of a service dog in the notes. As a result, I had to cover the cost of an alternative hotel. I firmly believe I faced discrimination as the hotel manager denies the situation and won't provide contact details for the property owner or a superior. When seeking assistance from the parent company Choice Hotels, they indicated that booking.com holds the liability. I have made several attempts to address this issue directly with booking.com, including reporting it at the time of the incident, the next morning during checkout, and again today. Despite providing all requested documentation, I have not received any communication from booking.com. If I am not compensated for the expense incurred due to this situation, I will have to involve legal counsel and pursue a discrimination case.

I checked in at New West Station 7 in Interlaken, Switzerland on 06.09.18. I have several complaints about the property. The staff member during check-in was not attentive to our issues. The rooms are damp and poorly maintained, despite charging guests for cleaning. The bathroom is small and smells strange. The drinking water is turbid and we had to buy water. The heaters and shower are not working properly. When we tried to reach Luca for assistance, we were told he is out of station. An unidentified person came for payment, charging us more than our booking confirmation. We did not receive a receipt and were asked to contact Luca. This mismanagement is disappointing, especially considering past positive experiences with Booking.com. The lack of basic amenities and poor conditions are unacceptable. I request a prompt resolution to these issues and a possible refund due to the unsatisfactory situation.

Hello, I want to share my disappointing experience at Dublin City Aparthotel by The Key Collection. Our confirmation number was [redacted]. Upon arrival, we were shocked by the condition of the apartment, which was far from what was advertised. The place was damp, tiny, and not clean. The staircase was also dirty, which was unacceptable. They charged [redacted] euros from my account, but the room was not suitable for us. We had to leave and drive back to Cork at 9.30 PM with three disappointed children. I request a refund and urge the property to be properly reviewed before being advertised. I look forward to your response. Thank you.

I need to request a change in my reservation at Courtyards Goshen to stay from September 8 to September 13. To settle the bill for the adjusted 5-day stay, I will be paying 19,[redacted] pesos in cash and kindly request not to charge my credit card. Due to the remote location, accessibility to medical help in case of emergencies is a concern. My mother, who recently suffered a stroke, needs regular medical attention, making proximity to healthcare facilities essential. The service at the location is below standard, with delayed provision of basic necessities upon request. The website's images and amenity descriptions are misleading. The provided confirmation number is [redacted].[redacted].[redacted]. I appreciate your prompt assistance. Thank you, Ellen.

I have been using Booking.com for both international and domestic bookings for over ten years now. As a frequent traveler and a member of the Genius program, I have generally been satisfied with the accommodations I have booked through the website based on reviews and photos. However, my recent experience with two establishments in Ilford and Glasgow was disappointing. Despite informing Booking.com via email of my decision not to stay at these places, I noticed that one of them, specifically SilverStays Rooms in Ilford, is still being advertised on the site. The pictures provided do not accurately represent the establishment, which was dirty with unpleasant odors, lack of hygiene, and safety hazards. The room was poorly furnished, the surroundings were untidy, and breakfast arrangements were substandard. This reflects poorly on Booking.com for featuring such misrepresented accommodations without proper vetting processes. I had to find alternative lodging at my own expense, resulting in charges to my bank account. Such practices are unethical, and I urge Booking.com and Priceline to take responsibility for ensuring the accuracy of listings on their platforms. A refund and improved oversight would help restore my trust in the company, but in the future, booking directly with accommodations may be a preferable and safer option.

On August 29, [redacted], I mistakenly booked 14 nights at Villa Elleo in Bali instead of the intended 7 nights. Despite Villa Elleo's gracious offer to refund the full amount of Rp 40,[redacted],[redacted] and their communication with Booking.com, I have yet to receive the refund. Even after several emails to Booking.com and Villa Elleo's follow-up, my money is still being held, hindering my ability to book elsewhere.

Upon arriving at our apartment in Iceland, we were overwhelmed by a strong odor that prevented us from sleeping the first night. Despite thoroughly cleaning the kitchen and using scented candles, the smell persists throughout the entire place. The owner suggested opening windows and sending a cleaner, but we have already tried this to no avail. Given my pregnancy and concerns about health risks, we feel there is a significant underlying issue beyond cleanliness. We urgently request a pro-rated refund for the remaining nights so we can secure alternative, hygienic accommodation. Contact Information: Email: [redacted] Phone: [redacted] Booking Reference: [redacted]

During our stay at Guest House Wolf in Jezerce, Croatia, we encountered some issues. Upon arrival, we were greeted by the owner's relative who seemed inexperienced. Despite requesting breakfast when we made the reservation, it was not provided on the first morning due to a communication lapse. The room we were allocated had a strong sewage odor, forcing us to endure an uncomfortable night with open windows. The cleanliness was also subpar, with visible dust and cobwebs. The next day, we requested a room change, which was accommodated, and the second night was better. However, we were disappointed with the minimal discount offered for the inconvenience. Although the staff were polite, the lack of proper room maintenance and breakfast arrangements left much to be desired, making our initial experience unsatisfactory.

Due to the impact of Hurricane Florence, I am unable to travel on the weekend of September 14th-16th, [redacted], when I have a reservation in Charlotte, NC. I simply wish to reschedule my stay to a safer weekend. The website is stating that I cannot modify the dates without a $[redacted] cancellation fee. I prefer not to cancel, just to change the dates to a later time. If cancelling is the only option to rebook, I do not want to incur any charges as unforeseen circumstances like this hurricane are beyond our control. I kindly request to adjust the dates of my hotel booking. Additionally, the accommodation I reserved is open to changing the dates, but they require consent from Booking.com since I made the reservation through their platform.