Booking.com Customer Service Issues

We recently discovered that our chalet listings were incomplete and mistakenly made live, resulting in 8 bookings that we cannot fulfill. Two bookings were cancelled by guests, and we have notified the remaining 6 guests about the error. We have requested them to cancel their bookings through the link provided in the confirmation email from Booking.com. We assure you that no cancellation fees will be imposed. If you encounter any issues, please inform us so we can assist you better. We are actively trying to reach out to Booking.com to address this situation. We regret any inconvenience this may have caused and appreciate your understanding. Unfortunately, we have been unable to reach Booking.com via phone, and we would be grateful for any assistance you can offer in resolving this matter.

I am Graeme Brown. I have a booking at AU-Don Short Stay Port Arthur for September 13 and 14, [redacted]. I am currently halfway between Kalgoorlie and Broome. I received a message on my iPad inquiring if I wanted to cancel my reservation. I want to confirm that I do not wish to cancel my booking and verify that it is still active. Unfortunately, I am unable to be reached presently and do not have the booking details on hand. Could you kindly inform my companion, traveling with me to Tasmania, about this situation? His email is [redacted]

I am inquiring about the refund process for my Easyjet flights that were canceled. Easyjet will be refunding the amount through the travel agent. I also booked a suite in Mykanos through you. Easyjet received the initial payment from you, and I covered the costs for flight changes. Easyjet has confirmed they will repay me in 10 days, and the amount paid by you will also be refunded within the same timeframe. I am curious if the refund will be processed back to the card used for payment. We have not made any claims for the hotel. Due to multiple flight changes during the pandemic, I am unable to provide the exact transaction date. The booking would be under the name of Pauline S. or Terence S. Can you please locate the booking details and provide me with an update?

I made a provisional booking on 06/05/[redacted] for a trip to Killarney, staying at the Killarney Towers hotel from 01/07/21 to 06/07/21. Unfortunately, I may not be able to travel due to work commitments. When I visited the booking.com website to cancel the booking, the hotel informed me that I would have to pay the full amount. I was under the impression I could cancel up to 02 days before the trip without penalty. It's essential to clarify this policy during these uncertain times. My wife and I, both healthcare workers, are trying to plan a short break, but uncertain work schedules complicate our travel plans. Regards, Pauric Reilly.

I made a reservation at Sugar Sands Motel in Panama City, FL on April 24, [redacted]. Despite having a confirmed booking, I was informed upon arrival that there was no room available. I contacted booking.com to assist, and they found me a room at a different location, Holiday Inn in Panama City, but at a higher cost. The booking.com agent assured me that I would be reimbursed for the price difference if I provided proof of payment. Although I only have documentation from the 3rd party booking site stating my stay, I also have a text message confirming payment with my card. I am looking for a way to upload and send these documents for reimbursement. My confirmation number is [redacted]3, and my 4-digit pin is [redacted]. Thank you for your assistance.

My name is Holly H. My reservation number is: [redacted] for Coos Bay Super 8 motel in Coos Bay, Oregon. I recently had a negative experience with the front desk staff. I arrived to request towels with a "do not disturb" sign on my door as my daughter was resting. The staff was rude and threw a mask at me. I am deeply disappointed by this treatment. I have contacted Wyndham's complaint line but received no reply from the manager after emailing. If this issue is not resolved, I will share my experience on social media. I seek an apology and possibly a refund for this unpleasant encounter. Thank you, Holly H. [redacted]

I would like to express my dissatisfaction with Stable/Barn Cottage and Booking.com for a reservation made on 02.05.[redacted]. My husband completed the online booking and payment for the stay. Upon arrival, we faced difficulties finding the property with no clear signs. After seeking help from a neighbor and attempting to reach the provided phone number, we experienced further confusion as individuals denied knowledge of the property. Eventually, we discovered that the property was not for rent. Disappointed by the situation, we had to return home on the same day. This disrupted our plans to visit our son at Warwick University. We request a prompt refund and compensation for the inconvenience caused. We are disappointed by the lack of proper verification by Booking.com. We eagerly await your response. - Revathi

We had to transfer all three of our bookings from Red Roof because of the unhelpful staff, the dirty hotel room, and being placed in the wrong room. I ended up in the emergency room due to bed bugs from their establishment. My husband spoke with the manager today, and she mentioned she would process the cancellation but needed written confirmation from you to proceed with the refund. I am trying to handle this calmly, but if I am not fully refunded for the amount paid to stay at that terrible motel, I will consider legal action. I had to get rid of our belongings to prevent carrying the bed bugs to the new hotel or home, especially since I am pregnant, and bed bugs can transmit diseases. The place was the worst I've ever stayed in, and the photos are very deceiving. The staff, including the manager, was incredibly impolite. I've already spoken with three people from the booking site regarding the issue. Please send written confirmation that we were approved for a superior king room. Thank you for your attention to this matter.

Hello, I made a reservation for two rooms at the Sheraton Buena Vista. I planned a family visit to honor my late wife on Mother's Day as she passed away in January due to COVID-19. After calling the hotel to confirm the reservation and being informed it didn't go through, I made a new reservation over the phone. However, I later received a confirmation that the initial online reservation was successful and was charged $[redacted] for each room. I followed the cancellation instructions for the extra booking and contacted booking.com for a refund. The representative assured me they would assist in getting my money back, but I am still waiting. I'm not financially well-off and really need the $[redacted] refunded. My name is Abdul-Hameed Abdullah Hussein. Thank you for your help.

To whom it may concern, I am writing to express my disappointment regarding the lack of refund for my cancelled reservation. I am confused about the situation where I will not be refunded even though the room will be rebooked, essentially resulting in double payment for the same room. Despite my cancellation request, the resort's policy stated no free cancellation was possible. After following up, I was directed to contact booking.com for the refund, even though the resort claimed they would process it directly had I booked with them. I reached out to the resort following their instructions and it seems there has been a miscommunication as they are still awaiting confirmation from booking.com about the refund. I have taken the initiative to forward them the email correspondence outlined in your message for clarity. I eagerly anticipate a prompt resolution to this matter. Best regards, J.J.

Hello, I am Jelena Larina, a level 2 genius user, writing to address an issue regarding my reservation. Last year, I booked a stay at Sunny Fort Apartment in Bulgaria from July 28 to August 6 using your website. My confirmation number is [redacted], and my PIN code is [redacted]. I completed the payment of BGN [redacted] via Mastercard, and the reservation was confirmed. Unfortunately, due to travel restrictions amid the pandemic in [redacted], I was unable to travel to Bulgaria. When we contacted the apartment, the owner mentioned that he had not received the payment and suggested transferring the stay to [redacted]. I kindly request guidance on how to proceed with this situation, considering the challenging circumstances in Bulgaria. I appreciate your assistance and look forward to your response. Thank you, Jelena Larina

Hello! I am Jelena Larina, a level 2 genius user, reaching out regarding my reservation at Sunny Fort Apartment in Bulgaria. My stay was scheduled from July 28 to August 6, [redacted], with confirmation number [redacted] and PIN code [redacted]. I paid BGN [redacted] via Mastercard for the booking, which was confirmed. Unfortunately, due to the travel restrictions during the pandemic last year, I couldn't travel. The apartment owner mentioned that they did not receive the funds and advised us to reschedule the visit for [redacted]. Given the current situation in Bulgaria, I would like guidance on how to proceed. Can I use the amount paid to book an alternative accommodation? Looking forward to your response. Thank you, Jelena Larina

Booking Confirmation No. [redacted]. I had a reservation for 3 nights from May 14th to May 17th at Discovery Park in Tanunda, South Australia, for a conference over the weekend. Unfortunately, I fell ill with flu-like symptoms on Friday and decided to return home the next morning to avoid spreading any sickness at the conference. My Visa card was charged $[redacted] for the 3 nights, but due to my health condition, I kindly request to only be charged for 1 night and have 2 nights refunded or receive a credit for 2 nights for a future stay. The Park initially agreed to only charge for 1 night but realized the booking was through Booking.com. I appreciate your understanding and hope for a positive response. Thank you, K. Eckermann

I visited Wisconsin Dells with my girlfriend yesterday, and it turned out to be a terrible day. We struggled to check in at Mt. Olympus due to a lack of proper instructions. My girlfriend, who was driving, mistakenly took us to the park area of the motel, only to realize we had to go to a different location on the other side of town. Navigating through town was made even harder by a major car show at Mt. Olympus, causing a two-hour delay. When we finally checked in, the room we had booked turned out to be far from ideal, with no parking available. Frustrated, my girlfriend decided to go home and end our relationship. I am seeking a refund of my money for this disappointing experience.

I recently secured a guesthouse reservation in Orlando, but I have concerns about the payment process requested by the owner. They are asking for a $[redacted] security deposit without accepting credit cards, money orders, or cash. Additionally, the booking was made without clear instructions on transferring the funds and states no refunds. Another issue is the demand for specific arrival and departure times with extra fees for any deviations. The owner claims to be from France but has a Hispanic accent which raises suspicion. They also mentioned contacting their bank for transfer details, adding to my doubts. While the situation seems suspicious, I am reaching out to Booking.com for assistance in verifying the booking. The guesthouse is located on Nashville Ave in Orlando for June 1-5, [redacted]. Furthermore, being redirected from Booking.com to a different site is unsettling, making me consider booking a hotel room as a safer alternative.

I recently had an issue with Booking.com where they incorrectly informed the hotel that my credit card was declined, even though they had already taken the payment from my bank account. The hotel mentioned that this was a common occurrence with Booking.com and proceeded to charge me as well. After numerous attempts to resolve the situation with Booking.com, they assured me they would refund my card within 7-12 days. Frustrated with the delay, I insisted on speaking to a manager but was denied and eventually hung up on. It was only after the hotel received a call that a refund was confirmed. This experience has been unacceptable as they should be able to return the money immediately if they can withdraw it. I demand a prompt refund with interest and expect better customer service. I am disappointed and will share my experience online. Thank you, Trena H.

I had a reservation on May 22, [redacted], in North Charleston. Unfortunately, upon arrival, I was shocked to find the room in a horrible condition. The bed had clumps of hair and a yellow substance resembling snot. The floors were dirty with bugs crawling around. Additionally, there was a sticky residue on the couch and an open bag of garbage outside the front door. My wife and I immediately went to the front desk to complain and requested a refund. Although I was assured by the staff that I would receive a refund and was asked to contact the booking platform, I was still charged $[redacted].00. I am very disappointed with the lack of cleanliness, especially during these times of heightened hygiene due to Covid-19. I have documented evidence in the form of pictures of the unsanitary conditions. As a loyal member of booking.com, I am reaching out to resolve this issue.

Upon checking in around 9:00 pm, we were assigned room #[redacted]. Unfortunately, upon entering, we encountered a foul odor and noticed that the sheets were not clean. I immediately informed the front desk and requested a room change or clean sheets, but was informed they could not accommodate my request for a new room. They mentioned that someone would come to spray the room, but we couldn't be present. After going out for dinner, we returned to find the odor even stronger. Unable to bear the smell, we decided to leave and drive back home. I am now seeking a full refund as we could not stay in the room due to the overwhelming smell, only spending a total of 3 minutes inside.

I would like to cancel my reservation at the Village Inn in Elora, Ontario for August 13-14, [redacted]. The festival I planned to attend has been cancelled, so I reached out to the Inn to cancel. However, I was directed to contact Booking.com for the cancellation process. Unfortunately, I am struggling to get in touch with Booking.com as I am being asked for a confirmation and pin number that I never received via email. While booking, I only noted a "trip number" [redacted]6. I do not want to be charged for a room I won't be using, so I need assistance with cancelling this reservation. -Sylvia K. A.

I've been trying all day to send SMS messages to booking.com to contact me, but I haven't received a response yet. My confirmation number is [redacted]. Yesterday, I checked into Rio, and I was disappointed to find out that the room I paid for was downgraded. I was planning to propose to my girlfriend in the spa, which didn't exist. The front desk acknowledged the mistake but couldn't upgrade me as they were fully booked. They offered to reduce the resort fees, but I was still charged for a $50 meal. The room I received had a terrible view and was not as advertised or renovated. I'm upset as I couldn't propose in such a room. I witnessed another guest paying for an upgrade at the front desk. I'm frustrated with the whole situation and demand a full refund promptly so I can book another room elsewhere. Please reply as soon as possible.