Booking.com Customer Service Issues

During my stay at the Coastal Inn from 7/16 to 7/21, I encountered cleanliness issues in my room. Despite the lack of cleaning and various debris left behind, the staff initially did not address the concerns properly. I had to take matters into my own hands, buying cleaning supplies and changing the bedding myself. Even after requesting cleaning, the staff's efforts were unsatisfactory and lacked attention to detail. The room was still dirty, requiring multiple attempts on my part to ensure a comfortable environment. Additionally, finding mouse droppings in the morning was a further disappointment. The overall lack of cleanliness and inadequate response from the hotel staff made my stay less than pleasant.

Booking Reference: [redacted] My name is Gary B., and I reserved a stay at Scordin Heights in Killough, Northern Ireland for August 1st. However, upon contacting the property using the information on my confirmation, I was informed that they were not available for booking despite being charged. They explained that their property should not be listed on Booking.com, causing a disruption to my family's weekend plans as we were unable to secure alternative accommodations and had to return home. The person I spoke with was apologetic and mentioned they had not received the payment I made, advising me to seek a refund from Booking.com. They also requested someone reach out to them to address removing their property from the site as this issue has affected other customers as well. Please contact me at [redacted][redacted] or via email at [redacted] to assist with processing my refund. I look forward to your response.

I mistakenly paid $59 instead of $49 for the room at the Micro Motel in Marion, Iowa, thinking I would receive breakfast in my room. When I asked for a refund, the receptionist couldn't help and gave me the manager's contact information. In the morning, the manager, Brielle Gerst, refused to refund the difference and directed me to contact corporate. I would have just paid the $49 upfront if I knew breakfast wasn't included. My name is Rachel Williams, and I am hoping someone can assist me in resolving this issue.

Upon arrival, we encountered undisclosed rules at the hotel which seemed to target religious Jews. These rules prohibited heating food inside or outside the room, using hot water, and lighting candles. As adherents of the Jewish faith, these restrictions posed a challenge for us, especially on a Saturday when candles and heated food are crucial. Upon requesting accommodations to heat our food, the staff was unhelpful and unyielding, offering no alternatives or refunds. This left us stranded for the weekend with hungry, upset children, turning our stay into a nightmare. It's disheartening to face such discrimination and hostility, especially when it interferes with religious practices. Clarifying such limitations on their website would be more transparent and fair to guests, preventing situations like ours where our faith and ethnicity felt targeted.

I recently transferred my OTA to a company named 7s Managed. After parting ways with them, they did not return my extranet account with all its features and also withheld my email. I need your assistance in recovering my account to resume receiving bookings on your platform. Despite terminating their services, they are holding onto my accounts without releasing them. I am willing to provide any necessary documentation proving my ownership of KEN HOTEL 1. They will not be able to provide any verification as I have severed ties with them. I only seek to regain access to my extranet account with its complete features to start listing my rooms. Please respond promptly as I am facing difficulty reaching out due to being locked out of the chat inbox on the extranet. Thank you, Best regards.

During our recent stay at Carina Apartment in Bellagio, Italy, booked through Booking.com, we encountered several issues. Upon arrival for self-check-in, we discovered the apartment lacked electricity, contrary to the listed amenities, including air conditioning. When we reached out to the owner for assistance, we were advised to fix the electrical problem ourselves, even directed to a basement with multiple fuse boxes to attempt fixing it. Despite our efforts, we were unsuccessful, and the owner's unprofessional behavior worsened the situation, leading to us leaving the apartment to find alternative accommodation last minute. We have evidence, including photos and chat screenshots, documenting these challenges.

My daughter stayed in room [redacted] with her cat and was charged the pet fee. When inquiring about a late check-out, she was initially told it was $25.00 until 2 pm but was later informed it was $25.00 per hour at the front desk. After this confusion, she discovered her cat trapped in the wall behind the mini fridge, which took over an hour to rescue. The experience was alarming, and I am disappointed with the hotel's lack of communication and the potential danger to the cat. I have a photo to share via email and request a full refund due to this unacceptable situation. Despite numerous attempts to contact the hotel, I have not received a response, adding to my frustration. As a longtime traveler with pets, this incident is unprecedented, and I hope for a prompt resolution. Thank you for addressing this matter promptly.

Hello, I'm Darcie Hilander. I made a reservation on hotel.com a week before heading to Ellis Island, Las Vegas. On August 4th, [redacted], my fiancé and I embarked on a 7-hour and 20-minute drive from Tucson, AZ to Las Vegas. Our anticipation grew as we neared our destination, marveling at the sights along the way. The hotel stay was a birthday surprise for my fiancé, and witnessing his excitement was priceless. Upon arriving at Ellis Island around 5:30 pm, I presented the front desk clerk with the $42.86 prepayment made online, only to discover that the remaining $[redacted] deposit hadn't been authorized, yet the $57.98 room charge was approved. I tried using my debit card for the deposit, but it didn't go through. The clerk then asked if I had another card for the deposit, which raised questions about what the deposit was for. How do I settle the outstanding amount?

Hello everyone, My husband and I are currently in Victoria, Australia. Our planned ski trip to Mt Hotham from August 30, [redacted], had to be canceled as the resort will remain closed this season due to Covid-19. We reached out to our accommodation provider, Mountain Dreaming, for a refund, but unfortunately, they have declined our request. Given the uncertainty surrounding the pandemic and its impact on future travel plans, we are concerned about the survival of Mountain Dreaming and our ability to ski in the future. We kindly seek assistance in resolving this matter. Thank you, - L and J Potucek

I received a call from the manager regarding a refund request. I recently made a payment, but they had no available rooms. Subsequently, one of their employees harassed me, stole my belongings, and left me stranded with no means of transportation. I am deeply troubled by this incident. I am a female traveler and former dancer who feels vulnerable and insecure in this situation. The employee who committed this offense must be held accountable. I urgently need my stolen phone returned, as it contains sensitive personal information. This experience was distressing, and I demand a refund for the lack of accommodation and the distress caused. Please inform me of the refund process and ensure appropriate action is taken against the individual responsible for these actions. Thank you.

I am concerned about unauthorized charges for a hotel booking made through Booking.com under my name, David Lopez. The hotel manually entered a credit card number for the booking without physically swiping the card, which raises security questions as I always provide my card at check-in for safety. The booking was for Executive Inn Morgan Hill from August 10 to August 11, [redacted], with the transaction dated August 3, [redacted]. It is troubling that someone could check in without the actual card, and I seek assistance in resolving this issue promptly. I can be reached at [redacted]. Thank you for your help in addressing this matter promptly. Appreciatively, David Lopez.

I had a reservation for two at the White Vatican hotel in Rome in June, but due to Covid-19 travel restrictions to Italy, we couldn't make the trip. We knew it was non-refundable, but with the unexpected circumstances like the travel ban and canceled flights, we are hoping for a refund. Can you advise on how to proceed? Thank you.

Regarding Confirmation #[redacted] Hello, I want to share my experience at Travelers Inn Lake Havasu on Aug. 15, [redacted]. Unfortunately, upon arrival, the lobby was crowded, and despite having a reservation, there were no rooms available for us due to overbooking. Tammy, the registration clerk, recommended finding another hotel and assured us that we would not be charged for the inconvenience caused by their overbooking issue. I'm unsure of Tammy's authority, but she mentioned that booking.com could verify her assurances if necessary. I've never encountered this situation before as I've used booking.com in the USA and abroad without any problems. I hope that this matter can be resolved promptly as I do not believe I should be charged for a service I did not receive. Your attention to this issue is appreciated. Thanks, H. Danielson

Hello, I am inquiring about a refund for a booking I made at the Belvedere Guest House in Great Yarmouth from July 25th to August [redacted]. I was disappointed to find out that the place I booked was not a guest house upon arrival. I appreciate that you have confirmed a refund for me, but I am eager to know when it will be processed. The delay is causing me significant distress as we budget carefully, and £[redacted] is a substantial amount for us. I kindly request a clear timeline for when the refund will be credited back to my account. I am disheartened by this situation and will escalate it further if necessary. I intend to share my experience on various platforms to inform others about the customer service provided. Your prompt attention to this matter would be greatly appreciated. Looking forward to hearing back with an update. Thank you. Maxine Wooding

A representative from booking.com named Johnny L. contacted me today regarding a complaint from a guest, Julianna Zubiate, about our closed pool. Our pool is closed as per the Arizona Governor's guidelines. To open it, we would need to comply with occupancy rules which we are unable to enforce due to staffing limitations. I have updated our booking extranet to reflect the pool's closure. The representative mentioned that the guest filed a complaint, even though I doubt she has stayed here before. I would appreciate it if the representative and guest could address their concerns to the Governor's office. I intend to report this representative for their threatening and rude behavior. Deborah Manager Bridgewater Motel Phone: [redacted] Email: [redacted]

I have not received the confirmation email and PIN required to discuss my transaction. I contacted Hampton Inn and Suites in Red Bluff, CA and confirmed my reservation for October 5-9 but I need the booking.com confirmation details. Despite multiple attempts, I did not receive the confirmation number and PIN. I even contacted Southwest Airlines for assistance with no luck. I have thoroughly checked my email, including the spam folder, but have not received the necessary information. This has been a frustrating experience, and I now wish to cancel all reservations made through booking.com and close my account. Kindly cancel my hotel reservation at Hampton Inn and Suites and any potential car booking, then email me the cancellation confirmation. Thank you. - Carolyn D.

I have attempted to contact without success. I wish to cancel a booking mistakenly confirmed to [redacted] email address, an old Facebook address not active. I am unable to receive any notifications related to this booking for the Imperial Hotel in Torquay on September 12th under Amie Handley. I kindly request the cancellation of this reservation and retain the Duke of Cornwall booking for the following day. Your prompt assistance is much appreciated. My correct email is [redacted]

We reserved a room at the "Inn on the Shore" in Torpoint/Downderry, Cornwall in September [redacted] for a two-night stay. Upon arrival after a 5-hour drive, we found the room to be a significant misrepresentation of what was promised during booking. Despite discussions with the hotel staff, we were unable to secure the room with a sea view that we originally requested. Regrettably, we had to leave and drive back home for another 5 hours. Unfortunately, I have been charged for this disappointing experience and have been unsuccessful in obtaining a refund from either the hotel or Booking.com. Contacting them for assistance has proven to be extremely challenging. I would rate Booking.com 0/10 for their customer service and support, and the Inn on the Shore only slightly better at 1/10 for responding to my email after several months. Best, Ian T.

Dear Customer Service, I would like to address my recent booking and cancellation at City Apartments Milton Keynes. Our stay was scheduled from 26.08.20 to 04.09.20 under the name of Neville, with confirmation number [redacted]. Due to the escalating number of coronavirus cases in the area, we had to cancel our reservation. Although we received a notification that our credit card was declined, this was likely due to the previous cancellation. However, we were surprised to learn about a potential cancellation fee for the entire amount. We urgently need confirmation that this fee will not be applied as we have made alternative arrangements through Booking.com for a stay in Bedford. Our new booking reference is [redacted], which we can only cancel until midnight tonight. Your prompt response on this matter is greatly appreciated. Sincerely, Peter and Karen Neville

On August 26, I made a reservation for a room at Appart Savinien in Troyes, France. Despite receiving a written confirmation (Booking confirmation 30.70.[redacted].[redacted] - Confirmation Code [redacted]), upon arrival at 23.00, there was no room available! I attempted to reach the hotel's customer service at +[redacted]9 immediately and on multiple occasions later but received no response. None of the customer service channels I tried have provided any assistance, which is unusual based on my previous experiences with Booking.com. I request a refund of the 57.83€ charged to my MasterCard since the service was not rendered. I appreciate your assistance. Best regards.