Booking.com Customer Service Issues

Regarding Booking number: [redacted] Edgar Geffroy Unused Booking Services Since May [redacted], we have been trying to get a refund for our accommodation fee for May 4th/5th, [redacted], which we couldn't use due to Covid-19. After a lengthy exchange of messages, today we received the following message from Siegfried Holmburger, Front Office Manager at FLEMING’S HOTEL MÜNCHEN - SCHWABING: ...we have processed a refund with Booking.com. Please contact Booking.com to initiate the refund process. The amount is as follows: Booking amount: [redacted].10 No-Show Fee: - 22.41 (10%) Total amount: [redacted].69 Booking.com will also provide you with an invoice. Could you please refund the amount to the Mastercard ending in …[redacted], owned by Edgar Geffroy. Best regards, Edgar Geffroy Ass. Catrin Pulver

Hello, I reserved a room at the Borgata Hotel, Casino, & Spa for the weekend. I accidentally booked the room for Sunday night instead of Saturday night due to a late-night booking. Despite canceling immediately, I was still charged the full price. The hotel confirmed they did not receive any payment as I canceled promptly. I contacted Booking.com, who advised me to speak with the hotel for a refund. However, the hotel informed me that no payment was received and suggested I contact Booking.com. I would appreciate guidance on resolving this issue. Considering the circumstances of COVID-19, I am open to receiving credit for the amount paid. Additionally, the unexpected cost of an Uber home due to the room booking error has been a significant inconvenience. Thank you for your assistance.

I booked a reservation for Viejas Resort and Casino on August 30, [redacted], at 8:30 p.m. for one night, totaling $[redacted].88 with reservation number [redacted]. Upon arrival, I was denied entry because I had my children with me due to COVID-19 restrictions. Despite being assured by the hotel manager that I would receive an immediate refund, I am still waiting for the funds to be returned to my card. The hotel claims that the delay is due to booking.com holding the refund. I urgently need the money returned as I had to make alternative arrangements and am now facing financial difficulties. Please release the funds promptly. Thank you.

My wife and I booked a room where pets are allowed. Even though we informed the hotel about our dogs via email, they claimed otherwise upon check-in. They've now mentioned that visitors are not allowed and that we can't leave our dogs unattended while we work. I feel unfairly targeted possibly due to my appearance (tattoos and a mohawk); my occupation as a sauté cook and my wife's as well shouldn't be relevant. We've received threats of eviction if we have visitors or leave our pets alone. This situation needs to be resolved promptly, or we'll request a refund for our stay. We've been staying at this establishment for a month until our house is ready.

My name is Mario H. I recently booked a night at Tree Top Motel in Walpole. I am in need of a tax invoice for my stay. The booking details are as follows: reference number [redacted], pin [redacted]. Please send the tax invoice to my email at [redacted] The property informed me to reach out to booking.com for this request.

Upon arrival at the hotel, I discovered that my original booking through Booking was not canceled, resulting in me inadvertently having two rooms and being charged double. I request a refund for the duplicate reservation that was not canceled by Booking. The hotel confirms my stay but under a reservation that I thought was canceled. I have already contacted the hotel, and they advised Booking to reach out to them at +[redacted]0 to resolve the issue promptly. This is the first time I have encountered this problem with Booking, a platform I frequently use without any issues. Kindly rectify this situation as soon as possible. Thank you.

I need to cancel a booking at the Culloden Hotel in Belfast. The reference number is [redacted]5-40 under the name of Ellen Mamee for 4 pm on September 12, [redacted], for a party of 3. I have already spoken to Laura, the bookings manager at the hotel, who assured me that there would be no charge for the cancellation. She advised me to inform you directly to proceed with the cancellation. The person who made this booking is currently in intensive care as of September 12th, having given birth to a premature baby boy weighing 3 lbs. Both mother and baby are in critical condition, so she is unable to notify you herself. I tried to reach you by phone, but was unsuccessful due to your automated system. I trust that you will address this matter promptly. Thank you. Dr. M. Rushbrooke (Acting on her behalf)

I need to cancel my reservation at St. James Hotel for September 15th and 16th and receive a full refund. My reference number is 147D9B5. The hotel provided me with Reservation Number R[redacted] for two rooms, one booked through Booking.com and the other directly with the hotel. They refunded the room I booked over the phone but not the one through Booking.com. I am having trouble finding the Booking.com email and navigating their website. The Hotel reservation they sent was incorrect, stating more guests than planned. I need clarification on the reservations for September 15th and 16th. One is a Superior Queen room for two people with Conf #[redacted], and the other is a Regular Queen room for one adult with Conf #RSTJ06885. I made one reservation online and another via phone, but the printouts do not show the information correctly. I would like both reservations revised and sent to me in one email for printing. Thank you. Mary Temme

Hello, I am sharing an email I received from a hotel I booked through Booking.com. I am unable to find any communication from you regarding this booking, making it impossible for me to cancel it. The booking does not appear in my Booking.com App. Could you please cancel this booking and provide me with an update? Thanks, Gary F.

Hello, I received an email from a hotel I booked through Booking.com. Unfortunately, I can't find any communication from you about this booking, so I'm unable to cancel it. It doesn't show up on my Booking.com App. Please cancel this booking and contact me about it. Thank you, Gary F. Hello Gary, Here is the information regarding your booking: Check-in: 6th November 20** Check-out: 1st November 20** Booking agent: Booking.com Booking reference: [redacted] If you have any questions or need assistance, feel free to contact us at [redacted]. Best regards, Patricia M. Manager Markree Home Farm Apartments Markree Estate Collooney Co. Sligo

I was charged $[redacted].73 twice on 9 September for a stay at Doubletree Gallery in Ft. Lauderdale, FL (2 rooms). Subsequently, the hotel refunded me $[redacted].80 on 11 September, but I'm unsure why. I did not stay there, nor do I recall making a booking or receiving any confirmation. I actually reserved at Hilton Marina on 17th Street for the same dates and stayed there. When I contacted Doubletree, they suggested calling you. However, when I called booking.com, I couldn't provide a confirmation number as I never received one. If I mistakenly made the booking, I would have canceled immediately. Please rectify this situation and reimburse the charges. Thank you, Eric F. Tucci [redacted] [redacted]. I have not received any resolution or contact from you despite your assurances. After waiting almost two hours, I received a call asking if I wanted to speak with the customer, which is me. Once again, you requested a confirmation number that I do not possess, which is the crux of the issue.

Booking Confirmation: [redacted] PIN Code: [redacted] We reserved a stay at Setcops Farm in North Kelsey, Market Rasen, LN7 6JT, United Kingdom, for five nights starting on September 14th. Upon arrival, we found no one at reception, and the office remained unattended during our brief visit. After entering the property (which was unlocked with the key left on the living room table), we noticed the double bed was broken. Despite trying to contact the host multiple times, Eleanor only arrived later, showing little concern about the bed. We ended up sleeping on the children's single beds due to this issue. Moreover, the kitchen utensils were dirty and not suitable for use. We informed Booking.com about our one-night stay due to these problems but were offered no viable alternatives. We left the following morning around 9:50, with no receptionist present for check-out. Displeased with the host's unhelpful attitude and Booking.com's lack of support, we are willing to pay for one night begrudgingly but are hesitant to recommend Booking.com based on our experience. Regards, A.B. and R.O.

I encountered difficulties explaining my issue previously, so I'll provide a brief summary. On 9 September, Doubletree Galleria in Ft. Lauderdale, FL, charged my debit card twice for $[redacted].73 each time, totaling $[redacted].46. Despite contacting them, they directed me to booking.com, the booking agent. However, my booking was made without a confirmation number, complicating matters. On 11 September, Doubletree Galleria refunded $[redacted].80, but I never stayed there - I actually booked The Hilton Marina via Hilton Honors over the phone. I urgently require a refund for the difference as I lack any booking confirmations or emails. Rest assured, had I known about the erroneous booking, I would have canceled it promptly. Please address this issue promptly. I revised my initial description, but unsure if it was received. Despite promises of assistance, calls made led nowhere, requesting a confirmation number which I lack. Kindly assist in resolving this matter promptly. Thank you, Eric F. Tucci.

I stayed at the Sea Spray Hotel in Myrtle Beach and had a terrible experience. The staff was unhelpful, the surroundings were filthy, and the amenities advertised did not work properly. The condition of the hotel was so bad that I felt it was unsafe to stay there. I am requesting a refund for my booking and urge the management to address the issues before someone gets hurt. My stay was cut short due to the poor conditions of the room, pool area, and lack of service. I found the experience exhausting and even concerning for my health. I am dissatisfied with the lack of response from the customer service team, and I hope a real person can assist me promptly. If not, I will involve legal action. Thank you.

I made a reservation at Econo Lodge (OR043) on 82nd Ave in Portland, Oregon for September 17th to September 20th, but later realized I needed a handicap room. I called the front desk and was informed they had none available, so I proceeded to cancel my reservation with the front desk clerk. I recently discovered a charge of $92.00 on my account. When I inquired, I was informed by Econo Lodge that because I did not cancel through Booking.com, I was charged this fee. However, during my cancellation at the front desk, there was no mention of needing to cancel through Booking.com; the staff assured me the reservation would be canceled on the spot. I would appreciate a refund as I followed the necessary steps. I urge for a prompt response to avoid involving my bank. Jacqueline S. [redacted]. Thank you for your attention and cooperation.

I am writing to address a disturbing experience at a hotel located on Central Avenue in Albany, NY. I booked a stay from August 24 to August 26 and was shocked by the unsanitary conditions of the room, which included bodily fluids, cobwebs, dirt, and bugs. When I asked for a mop, the staff rudely refused and even yelled at me over the phone. Despite wanting to leave, finding alternative accommodation was challenging due to late hours and traveling with my partner and dogs. The situation escalated when the hotel abruptly canceled my reservation and mistreated my partner, causing distress to both him and our pets. Following a dispute over booking costs, the hotel falsely accused me of damaging a wall-mounted TV, an allegation I vehemently deny. It is essential for me to receive a full refund for my stay and have the hotel's behavior investigated by corporate authorities or health inspectors. The lack of respect and professionalism displayed by the hotel staff is unacceptable, and I seek resolution for this distressing ordeal.

Dear Customer Service Team, I have been trying to reach you through various channels but have not had any success so far. I made a reservation for 4 nights for 3 people at 7 Beacon Court guest house in Merthyr Tydfil from 20/07/[redacted] to 24/07/[redacted]. I received a booking confirmation, but the owner called me and said he couldn't provide bedding and questioned if I had paid. I assured him I had already paid £[redacted]. Despite this, he claimed I couldn't cancel, even though the property was advertised as ready to check in. On 22/07/[redacted], £[redacted] was deducted from my Business account [redacted]. Even though the owner denied charging me, he called me multiple times on 20/07. I have sent my bank statement to your team to investigate this matter, but haven't received a clear response regarding the missing funds. I am requesting a full refund for the booking and hope to resolve this issue promptly. Best regards, Alex A.

Hello, I had a holiday cancelled in August due to Coronavirus - our Easyjet flights were cancelled. Most of our bookings were cancelled in time, except for one mistakenly not cancelled. I reached out to the hotel directly for a future voucher, but they directed me back to you, citing third-party booking policies. Below is the email exchange for your reference. I kindly request your assistance regarding a refund or a voucher for a future booking. Thank you, Nicola

Subject: Issue with Hotel Booking Voucher Dear Hotel Sant’ Angelo Rome, I hope this message finds you well. I would like to address an ongoing concern regarding a voucher that was supposed to be issued to me for a booking in November. Due to unforeseen circumstances and travel uncertainties, we are unable to utilize the voucher before it expires in May. I have reached out multiple times, but unfortunately, I have yet to receive the voucher. Considering this, I would kindly request a full refund given the circumstances. It is worth noting that Italo train company has promptly refunded our train tickets. I appreciate your prompt attention to this matter. Your assistance in resolving this issue would be greatly appreciated. Sincerely, J. Cavalli

I made a reservation today with Booking.com for the Mere Poulard, but I never received the email confirmation. I attempted to create an account on their website, only to find out that one already exists, even though Google does not have a password saved for me. Despite multiple attempts to receive password codes, I never received them. I tried the option to have the confirmation sent to my email address, but still did not receive anything after multiple attempts. After being redirected to an IT person who directed me to a site requiring payment, I was informed they were not affiliated with Booking.com. I am frustrated with this process and just want my confirmation. If this continues, I will cancel and rebook directly with the hotel.