Booking.com Customer Service Issues

I made a reservation at Yarra Lodge in Melbourne, Victoria, Australia from 26/12/20 to 30/12/20 for a wedding that was canceled due to Covid19 restrictions. The wedding has been postponed for a year. I need to cancel the booking to rebook for [redacted], but I can't locate the confirmation email. Yarra Lodge has been informed of the situation but advised me to cancel through Booking.com as the booking was made via their platform. I am still within the cancellation period. My name is Helena Shackleton, and the booking is for 2 people. You can reach me at [redacted] or [redacted] Thank you for your assistance.

Hello, I need assistance with a booking from the 18th of August [redacted] that was reserved through booking.com for a hotel in Amsterdam costing €84.55. The booking was made using a company credit card belonging to Malachy Walsh and Partners under the name John O'Leary with the card ending in [redacted]. Unfortunately, we are unable to locate any details regarding the property booked or a receipt for the transaction. Could you kindly check and provide the specifics for this reservation? If there are any issues, please reach out to Angela at [redacted]/[redacted] or via email at [redacted] Thank you. - Angela Keohane

Hello, I hope you're doing well. I am reaching out to request a refund for my booking at the Backpack Lodge in Cape Town. Unfortunately, due to the outbreak of the coronavirus in March, I had to return to Namibia and was unable to utilize your facilities. My booking was made prior to April 6, [redacted]. I kindly ask for the refund process to be expedited. Thank you, John L.

I had made a reservation at River Place Inn and Cabins in Pigeon Forge, TN for 11/13. However, upon check-in, I was extremely disappointed with the room. It was supposed to be a non-smoking room, but the smell of mildew and cigarettes was overpowering. The fitted sheet had black specks on it which looked like bed bug debris. The carpet was stained and clearly not cleaned properly. Additionally, the bathroom lights were not working. I immediately went to the front desk to address these issues but was told that I couldn't get a refund since I booked through booking.com, even though they processed the payment. For $[redacted], I didn't expect luxury but I did expect a clean and comfortable room. The front desk even mentioned a previous bed bug issue. This motel should not be open for business in such a state. Thankfully, we were able to find a different hotel. I am requesting a full refund due to the unacceptable conditions of the motel.

I recently received an email from Joanne G at Booking.com Customer Service Team regarding my reservation [redacted] at Hilton Hotel London Wembley. Unfortunately, when I tried to reply, I got an error message saying the email address was invalid. The email mentioned that my reservation was moved to August 29, [redacted], due to the Eagles concert being rescheduled. Venita Fernandez, a reservation coordinator at the hotel, requested this change. I called the hotel, and they gave me a new reservation number, although I previously canceled my booking when the concert was canceled and didn't provide my card details. I already booked at George Hotel, but if the Hilton reservation is legitimate, I'd like to know before canceling at George. Can anyone confirm the authenticity of this email? Thanks, Ann Hill.

Hello, I wanted to share my recent experience with booking and staying at Four Points by Sheraton. When we chose this hotel, we specifically looked for one that offered a spa, gym, DJ, swimming pool, and other amenities. However, upon arrival, we were disappointed to learn that all these facilities were not available. We tried to contact other hotels last minute but could not find any suitable alternatives. Our birthday celebration plans were affected by this miscommunication, as the hotel's website had incorrectly stated that all the facilities were operational. We have already expressed our concerns to the hotel staff, who seemed unaware of the situation. We paid for these amenities and were expecting a full day of activities. I hope the hotel updates their information promptly and considers compensating us for this inconvenience.

I wish to share my recent customer service experience regarding a hotel stay where I encountered several issues. The room I was assigned was in a secluded area with poor lighting and unclean surroundings, making it uncomfortable for me and my spouse. The overall condition of the hotel room was disappointing, leading us to choose not to stay and seek accommodation elsewhere. The front desk staff advised me to contact Booking.com for any refund or recourse as they were unable to assist with credit card charges directly. As a result, we ended up staying at a different hotel for the night. I am hopeful that the company will reach out to me to address my concerns and offer a refund or credit. This experience was certainly one of the worst I have encountered, and I look forward to resolving it promptly. Thank you.

We made a reservation at LaQuinta by Wyndham for September 16, [redacted]. Upon arrival, the hotel mentioned they canceled our reservation, which we were unaware of as we did not receive any notification. We then secured a room at Oyo Hotel Mid City in Baton Rouge. Unfortunately, the room was in a terrible state, resembling a crime scene with cigarette butts and appearing as though it was still occupied. Despite initially paying in cash, we were inadvertently charged on our credit card. Despite multiple attempts to resolve this with Oyo Hotel since September [redacted], they claim we were a no-show, even though we received a refund in cash. We have been promised a credit but have not seen it reflected in our credit card statements. Any assistance in resolving this issue would be greatly appreciated.

In February [redacted], I made a reservation at Jurys Inn, Edinburgh for 7-9 June [redacted] with a charge of £[redacted] on my credit card. The booking confirmation number for this reservation was [redacted], with a pin number of [redacted]. Following a cancellation notification from the hotel through Booking.com on 28 May [redacted], I was assured of a refund within 60 days. Upon contacting Customer Services and receiving an email on 17 September [redacted] confirming the refund processing, I expected the refund in my credit card account within 10-15 working days, which has not yet been credited. I would appreciate an explanation for the delay and prompt resolution of this matter. Thank you.

I booked a room at the Country Inn in Harrisburg for November, but due to Covid-19, my companion could not join. When I called the hotel to cancel, they informed me that I needed to contact Booking.com. On 11/30, $[redacted].03 was deducted from my bank account. The hotel advised that they could only refund me if they were authorized by Booking.com. I never stayed at the hotel and would appreciate a refund of the charged amount.

I stayed at Lake Clarens Guest House for one night with booking number [redacted]. After leaving, I emailed Ashna about my concerns with the additional charge demanded upon departure. I had paid R1160 as requested, according to the confirmation from Booking.com. Throughout our stay, there was no reception, and we interacted with the cleaning staff only, preventing us from raising any issues. However, upon leaving, a staff member requested an extra 50% payment, which caught me off guard as this had never happened with a Booking.com reservation before. The woman, likely the manager, claimed it was to cover Booking.com's 50% commission. I have checked my bank statement and noticed the additional R580 charge. While I am willing to pay what is fair, I do not want to be overcharged. I have contacted my bank for clarification and seek advice on how to proceed.

I made a reservation at Paamonim Hotel in Jerusalem for my wife and daughter from December 3rd to January 1st. After it took them 18 hours to travel from Mexico to Jerusalem, they arrived at the hotel only to find a tiny room that couldn't fit their suitcases, let alone a small chair. The room looks nothing like the photos on the website, and it feels like a complete scam. I once stayed in a hotel in Panama where the photos didn't match the reality, but this situation is much worse. The room they were given doesn't resemble what I booked at all, so I'd like to cancel the reservation entirely and receive compensation for the distress my wife and daughter had to endure after such a long journey.

During my business trip, I encountered a frustrating situation. On the day of my important meeting, I discovered that there was no water in the building. Despite the staff's assurance that they were working on the issue, I was left with no option but to forgo my usual morning routine. Having to skip my shower, make do with bottled water for brushing my teeth, and resort to using a nearby truck stop for restroom facilities was far from ideal, especially considering the price I was paying for my room. While I understand that unforeseen circumstances can arise, not being able to access basic amenities like water left me feeling unclean and inconvenienced throughout the day as I conducted my business meetings.

Hello, I hope this message finds you well. I recently discovered a booking at City Hotel Derry for the 3rd of October that I had forgotten about due to the chaos caused by COVID-19. My family has been shielding for the last 8 months due to my daughter-in-law and husband's health conditions. I came across a payment of £[redacted].00 for the hotel in my bank account and realized it was for the forgotten booking made via Booking.com. I kindly reached out to the hotel, and they confirmed the booking was for my daughter's 40th birthday in January. Given the challenging year we've had, financially and health-wise, I would be extremely grateful if you could assist me with a refund for this booking. We have been unable to work during this time, and this refund would be a significant help to us. I kindly ask for your understanding and consideration regarding this matter. Thank you for your attention to this request. Best regards, Joan M.

I am facing difficulties reaching Booking.com due to an issue related to the COVID-19 situation. I urgently need to either cancel or modify a booking for December 16th to December 20th. Time is running out, and I fear being charged for any changes. I am struggling to navigate the website on my phone due to poor eyesight and lack of expertise. Your assistance would be greatly appreciated during this crisis. Please contact me at the provided phone number. Thank you for your help. - Dean Bray

Subject: Urgent Assistance Required - Booking Cancellation Issue Hello, I am reaching out to address the unacceptable service experience I have encountered while attempting to cancel my booking through your contact center. Despite multiple unsuccessful attempts, I have been unable to receive the required assistance. Unfortunately, I am facing difficulty accessing my account and email associated with the booking since I lost my phone. This has hindered my efforts to follow the necessary security procedures for cancellation. Throughout my interactions with your staff and the hotel, I have been provided with conflicting information, leading to further confusion and frustration. Regrettably, promises made by your advisor to authorize the cancellation with the hotel were not upheld, leaving me in a challenging situation. As a result, I am disappointed and hesitant to consider future bookings through your platform. The reference number for my booking is [redacted], and the email address used for the reservation is [redacted] I kindly request your prompt assistance in resolving this matter. Thank you for your attention to this urgent issue. Sincerely, J.P.

My friend made a reservation using their card due to my account being hacked. When I arrived, I had to search for a prepaid visa card, causing me time, gas, and money. It took 5 hours to check-in, creating inconvenience and embarrassment with a guest. I couldn't reach anyone at booking, worsening my leisure trip. Additionally, our neighbors got the same room for a lower price. I am seeking compensation for the trouble.

I was charged $[redacted] on December 13th. I believe I am due compensation as we reserved a handicapped room but did not receive it. Consequently, we had to stay in a different room. The service was unsatisfactory, and now I discovered my card was charged for two rooms when we only used one. I am eager for a prompt resolution or an explanation of this matter. Thank you.

Hello, I made a reservation on Sunday at Prague Hotel Orion for December 15th to 18th, [redacted], with Genius Level 2, costing around €[redacted] for 3 nights with breakfast included. I provided my credit card details and arrival information, but I haven't received a confirmation email, and the hotel has no record of my booking. Could you please assist in locating my booking under the name Dagmar Osterloh at [redacted]? I am at a loss as the current room rate is much higher. Your help is greatly appreciated. Best regards, Dagmar Osterloh

I recently made a reservation at The White House for my girlfriend's birthday. Unfortunately, we were notified on the day of check-in that it wasn't safe to stay due to the husband's flu. Despite requesting to reschedule for December 18th, there was miscommunication, and I was advised not to come and seek a refund through booking.com. This experience has been frustrating and unprofessional, making me hesitant to book accommodations in the future. I am now seeking a refund for this inconvenience. Reference #[redacted].