Booking.com Customer Service Issues

I made a reservation for two rooms at Paddington Flats for two nights, the 25th and 27th of December [redacted]. Upon arrival at the Cromwell International Hotel to pick up the keys at 11 pm, we were only provided with the keys for one room. We discovered upon reaching our accommodations that the rooms required separate keys, which was not previously communicated and led to us having to share one room for the first night. The following morning, I contacted the property owner who promptly provided the key for the second room. I am seeking a refund for one room for the first night, totaling 24.25€ or 21.6£. I am happy to provide further information if necessary. Thank you and regards.

I reserved two rooms at Paddington Flats for two nights, December 25th and 27th, [redacted]. Upon arrival, only one room had keys available. We assumed the rooms were connected and did not request a second set of keys initially. After staying the night sharing one room, I contacted the property owner for the additional key the next morning. I am requesting a refund for one room for the first night, totaling 24.25€ or 21.60£. The confirmation number for the booking is [redacted] with a PIN code of [redacted]. I can provide further details if necessary. Thank you.

I recently had to cancel a booking at The Andrew Hotel in Great Neck, NY, for Jan. 1 to Jan. 5. Despite canceling, I was still charged the full amount. In my letter outlining the situation, I mentioned being contacted by Dr. Adam Cohen at [redacted], who is caring for my elderly mother, the main reason for my visit. Changes in New York's COVID-19 testing and quarantine requirements, different from when I booked in October, made my trip unfeasible. I am disputing the "cancellation fee" due to circumstances beyond my control, including the new legal mandates in New York. I wanted to clarify the reasons for canceling, as the purpose of my stay was eliminated by these unforeseen events. Thank you, Marc Mishkin Lakewood, Colorado

I recently visited a resort with a friend's card as mine was stolen. Despite setting it up beforehand, checking in took 6.5 hours and caused me immense stress, leading to an anxiety attack. The experience was far from relaxing, especially as I was trying to cope with my mother's recent passing. I couldn't enjoy any part of my stay and missed dinner reservations due to the delays. My family was also impacted by the situation. I am extremely dissatisfied with the service and am requesting compensation for the embarrassing and stressful ordeal. I struggled to reach anyone for assistance during this chaotic check-in process.

I had to cancel a hotel reservation for last July due to the pandemic and the hotel's closure. They advised me to contact Booking.com for a deposit refund. Despite multiple attempts, their phone line failed to recognize my confirmation number. The chat function only directs me back to the hotel. I'm frustrated waiting for months and seeking a resolution. I hope to speak to a real person to resolve this issue promptly. I have booked numerous hotels through Booking.com worldwide and expect better service. Booking.com, please refund my money promptly as I have already exhausted all avenues. It is unfair to keep me in this loop of unhelpful responses.

I made a reservation for a rental car through booking.com for a trip starting February 3 and ending on February 16, with pick up and return scheduled for 10 AM at S. Van Ness Ave., San Francisco. I misplaced the original booking confirmation email, making it difficult to manage online. Visited the Sixt Location, where they confirmed my reservation but mentioned they couldn't assist with cancellations due to it being booked through booking.com. I am facing a family medical emergency, prompting me to cancel the trip. Despite my attempts over the past few days, the system doesn't show my trip. Although I received an email from Sixt two days ago with all the reservation details, I am unsure how to proceed with canceling. Hoping to resolve this promptly, please reach out to me.

Dear Customer Care Team at Booking.com, I wanted to bring to your attention an unpleasant experience I encountered with Silk Road Hotel in Yerevan on February 13th. Despite not completing the booking, I am sharing my concerns as suggested by a Booking.com agent. As a loyal Genius Level 2 member, I have always used Booking.com for my hotel reservations worldwide and in Armenia. Interested in booking a romantic stay at Silk Road Hotel for Valentine's Day, I called to inquire about room details. Regrettably, I experienced discrimination and intolerance during the call. The hotel agent, Gevorg, informed me that as a local resident, I couldn't book a room for me and my partner as their hotel is only for tourists or families. This policy was not stated on Booking.com. I urge Booking.com to address this issue promptly. Discriminatory behavior has no place in customer service, especially on your platform. I trust this matter will be resolved, and appreciate your attention to ensuring guests receive fair treatment. Sincerely, Mkrtich D. Booking.com Genius Level 2 Member

Good morning! My name is VASILYEVA TAMARA. I made a reservation at ARBAT HOUSE in Moscow through booking.com for 2 nights, from 22.02.[redacted] to 24.02.[redacted]. During check-in, the receptionist repeatedly asked me to cancel my booking on your website, not wanting to pay commission. Despite my refusal, he proceeded to cancel it himself and asked me to inform you of my cancellation request, which I did not make. The hotel is in poor condition, with trash bags scattered around, and the room I received does not match the photos. It is dirty, dark, and reeks of smoke. The actual conditions are far from what is advertised on booking.com. Urgent action is needed to address the situation at this hotel so that others are not misled. Thank you 🙏🏼

I'm requesting a copy of my booking details, not just the confirmation. I made this booking on December 30, [redacted], for a three-night stay at the Ambassador Hotel in Brighton from August 6th to the 9th. The issue is that the terms and conditions were not clear to me until I received the confirmation. This made it impossible for me to make any changes such as free cancellation or altering the booking. The confirmation even removed the pre-payment cancellation option that was initially presented. I need the original booking copy as proof for a dispute with my bank since they have already debited £[redacted] from my account, causing overdraft fees. I made this booking with the understanding that payment could be made later and only provided my card details for booking security. Please send me my booking details promptly. Regards, L. W. MBII

Dear Sir/Madam, Yesterday, we made a reservation for a 4-night stay at Primrose Cottage in Langdon Farm, North Petherwin, Cornwall, from Wed 28th April to 2nd May [redacted]. We entered all the necessary information, including my husband's email address and my credit card information, but we have not received any confirmation or booking reference. We were quoted £[redacted] after qualifying for a Genius discount. Could you please verify that our booking is confirmed? The website is currently showing no availability for these dates, which we hope is because we have successfully secured them. The reservation was under my husband's name, Bob Herbert (ID: 5D16F9D), and the Visa card details were in my name, C A Herbert. The provided email address is [redacted] We would appreciate a prompt response to our inquiry. Thank you. Kind regards, Bob & Catherine Herbert

Subject: Clarification Needed on Commission Charges My reservation number is [redacted] for the Mare Nostrum Sweet Sixteen event. As a Partner, I received a call regarding outstanding commission of R1,[redacted].31. I was surprised by this additional charge as it was not communicated to me beforehand. The initial statement indicated a commission of R10,[redacted].70 on R59,[redacted].00, which was deducted accordingly. However, the request for more payment seemed to be related to tax not being included. In South Africa, a 15% commission is typically understood to include VAT unless specified otherwise. I request further clarification from your Financial Department to resolve this matter promptly. It is challenging to reach the Cape Town office by phone, hence I hope this message reaches the relevant department for assistance. Thank you.

I made reservations at Travelers Inn in Clearwater, Florida for this Saturday and Sunday. I need to cancel due to changes in my plans. However, the person I spoke to was unhelpful and refused to cancel. I explained that I would like him to rent the room to another guest since I can't make it due to alterations in my travel schedule. His attitude was rude, and I don't want my credit card to be charged for a room I won't be using.

I canceled my booking on the 21st of February, and according to your policy, I was eligible for a full refund. However, I am still facing difficulties getting my refund. On the 21st, one of the executives informed me to wait for 12 days for the refund. It has been 20 days now, and the refund is still pending. I have submitted all the required documents, but the refund hasn't been processed yet. Please avoid making false commitments to customers, as we choose your service with trust. Sadly, your service has been disappointing. I urge everyone not to opt for your service. The pictures of the hotel shown during booking are far from reality, resulting in a disillusioning experience. Your company's service is truly regrettable.

I made a reservation through Booking.com and was not informed of the hotel policy. I provided my bank details to secure the booking, opting for the pay later choice instead of paying immediately. However, the hotel was able to charge the full amount at any time without notice, with no options to edit or cancel the booking without being charged in full. The full payment was deducted from my account days after booking, causing an overdraft and additional bank fees. It's frustrating to be unable to make changes or cancel without severe financial repercussions. I'm puzzled as to why the pay later option was featured on Booking.com without clear information about the hotel's policies.

I am becoming increasingly disappointed with Booking.com. I have always been satisfied with your service in the past, but my property remains closed and unable to receive bookings despite having made payments for all invoices since January 18, [redacted]. I have provided proof of payment, which Booking.com acknowledges receiving, but I have not received responses to most of my emails and the numerous phone calls I have made, approximately a dozen. Despite being informed on February 25th that the reopening procedure would take up to 10 days, it is now March 16th, well beyond the timeframe. Following up, I was advised to wait for the finance team to contact me within 5 days, and today marks the 5th day with no update. I am puzzled by the delay from Booking.com and am unsure why it is taking so long to reopen my property in your system.

I made a reservation at American Best Value Inn & Suites for a two-night stay yesterday. However, upon arriving at the resort, there were no lights and no information provided about when the power would be restored. The property manager advised me to cancel my booking and request a refund because of the electrical problems at the resort. I believe I should receive a full refund since this situation was beyond my control and I was unable to access the room I had reserved.

On February 27, [redacted], I reserved a room for a two-night stay at what I thought was The Hometown Stay, [redacted] Dupont Highway, New Castle DE [redacted]. I was assigned room [redacted], but when I tried to enter, someone inside said the room was already occupied. I informed the receptionist and was given a different room, which turned out to be unclean and had a foul odor. After explaining the situation to the receptionist, my stay was canceled, as noted on my receipt. The manager, Pat, has been uncooperative, denying knowledge of the cancellation despite overhearing the receptionist explain it to him. He is now unwilling to issue a refund.

I made reservations in Beaufort, NC, but Booking.com seems to have had a glitch in their system. After selecting Beaufort, NC, the site just showed "Beaufort" without specifying the state. This led me to unknowingly book a place in Beaufort, SC, instead, resulting in me being charged for the mistake. I was frustrated by this oversight and now need assistance getting a refund. The website failed to differentiate between the two locations clearly. Kindly rectify this error promptly. Thanks, Kenton Endicott.

Dear Customer Service, Good morning. I reached out to the hotel where I made a reservation through Booking.com. Due to the ongoing impact of covid-19, I will not be able to keep my reservation this year. Initially, the booking was for April [redacted], and when the pandemic led to closures, I rescheduled it to April [redacted] for 2 double rooms with an arrival date of April 17. My booking reference is [redacted] with the PIN code: [redacted]. Today, I spoke with the hotel manager to request a refund as government restrictions prevent leisure travel until May [redacted]. The manager informed me that the hotel was accommodating various guests including the homeless, domestic abuse victims, and other members of the community beyond regular customers. I expressed my concerns about traveling against regulations, and the manager suggested I contact Booking.com for the refund, mentioning issues with the booking platform and their fee structure. Despite my efforts to find a resolution and understanding about potential administrative fees, the manager's dismissive attitude and lack of concern for the hotel's reputation were disappointing. I want this matter resolved promptly. However, based on my interaction with the manager, I have decided not to use this hotel again. I believe Booking.com should reevaluate its partnership with this establishment to maintain a positive reputation. Thank you for your attention to this matter. Sincerely, H. Woodham

I arrived at Comfort Inn in Lithonia, GA around 5:17 pm on March 18th. The front desk attendant couldn't find my reservation at first, even with the confirmation number provided. After some time, she located the reservation, and my son and I headed to the room. Upon opening the door, we were hit with a strong smell of cigarette smoke. We immediately went back to the front desk to explain the issue. I had reserved a non-smoking room, but she said there was only a one-bed room available, which wouldn't work for us. She gave us another room key, but it was on the same floor and had the same smoke smell. She handed us some air freshener, but it didn't help. Realizing we couldn't stay, I inquired about cancelling but was informed I would still be charged the full amount. Unwilling to endure the smell, I had to check out. I believe it's unfair to be charged for a room that was unbearable. I will dispute the charge with my credit card company and refrain from using Booking.com in the future.