Booking.com Customer Service Issues

On the 4th of May [redacted], I made a reservation for what I believed to be a double room at Motel617 in Kiama, NSW for a 4-night stay from Thursday, the 20th of May to Sunday, the 23rd of May. Unfortunately, upon arrival, I was given a small 1-bedroom with a double bed instead. Realizing this wouldn't be suitable for my extended stay, I only stayed for one night and began searching for alternative accommodations. Despite my shortened stay, the motel was unable to provide a refund since the booking was made through Booking.com. Given that I only stayed for one night out of the four that I paid for, I am requesting a refund. The booking confirmation number is [redacted].

Subject: Disappointing Stay at Plantation on Crystal River - Room [redacted] Orchid Building To Whom It May Concern, I booked a first-time stay at your resort with my Husband, Alan Richman. We were scheduled to stay from May 25th to May 28th, [redacted], in Room [redacted] at the Orchid Building. I want to share my experience with you. Although the exterior of the buildings and surroundings were well maintained, several issues arose during our stay. To start, we had reserved a suite but were given a regular room on the water side. Additionally, we were asked to pay in full before even seeing our room. The condition of the elevator carpet was poor, with significant wear and tear. The hallway leading to our room was littered with spills and debris, in need of cleaning. Upon entering Room [redacted], we noticed several concerning issues. There was a water mark on the ceiling, a bug stain on the wall, and a food spill behind the TV cabinet. The cleanliness of the room left much to be desired, as evidenced by the dirty floors that turned the bottom of our feet black. Furthermore, our room key stopped working on the third day, causing unnecessary inconvenience. Considering the conditions of our stay, the room did not meet our expectations based on the advertisements. With a price tag of $[redacted] per night, we expected better quality and service. Unless these issues are addressed, I will not consider returning to or recommending your resort. Sincerely, Donna and Alan Richman From: Port St Lucie, Florida

I made a hotel reservation on booking.com and have not received the confirmation email or PIN code needed to access my account. Despite multiple attempts to contact their customer service, I'm unable to reach them without this information. Despite requesting a resend of the confirmation email, I never received it, even though the correct email address was provided. The hotel acknowledges my reservation but can't assist with changes as I booked through Booking.com. I have been charged over $[redacted].00 on my credit card. I need guidance on how to effectively communicate my issue to Booking.com. Thank you.

I attempted to book directly with Hotel Rohan online, but was redirected to booking.com. I made a reservation for June 1st and June 2nd at the price listed on the site. The total on the bill was [redacted].96€, and my account was charged [redacted].12€. Due to unforeseen circumstances with air traffic controls, I had to cancel my stay and called the hotel before my check-in time. Despite this, the hotel refused any refund. I find this treatment unjust, especially during these challenging Covid times. I plan to visit Strasbourg in the future but will avoid booking.com and Hotel Rohan. I am disappointed with the service provided and do not wish to complete any satisfaction surveys. Regards, A.C.

I have been struggling for hours trying to cancel and receive a refund for my reservation #[redacted] for June 16, [redacted], without success. Despite contacting the Red Roof Inn in Dry Ridge, KY, they directed me to Booking.com for assistance. I attempted to create a password to bypass the automated system, but I did not receive the email link required. I am seeking help to facilitate my refund process promptly. Thank you. - Christina (Tina) G. The charged amount was $[redacted].78.

My husband and I checked in at the Sleep Inn on June 4, [redacted], at 3:00 pm after paying for a 2-day stay. However, the room was not ready until after 4 pm due to a broken lock issue. Maintenance employee Matthew Glich accompanied us but was unable to fix the lock. Upon informing the front desk, we were told the hotel was full and asked for a refund. Despite paying the Sleep Inn directly, the assistant manager advised us to contact Booking.com for the refund. After, my husband visited his bank to dispute the charge. Additionally, the hotel initially charged a $50 deposit which they later claimed to have cancelled.

Regarding Flat Booking for Confirmation Number [redacted] [redacted] [redacted] Hello, I made a reservation for Tangles & Kelpie in Orkney from June 14th to 21st, [redacted]. Unfortunately, the owner canceled the booking via email 15 days prior to our stay. I received a conflicting email from Booking.com the day before the cancellation, leading to confusion. The owner, Victoria, did not offer an apology or a clear explanation for the cancellation. In a subsequent call with Victoria, she mentioned personal reasons for selling her property and moving into Tangles. She admitted to sending a panic email in March [redacted] to affected guests but failed to inform Booking.com. This lack of communication and transparency is concerning, especially since her properties are still available on the website for the same dates. I had to incur additional costs and stress to find alternative accommodation to salvage my travel plans. It would be appreciated if Booking.com could provide clarity on this matter. Please reach out via phone or email. Thank you. Suzanne Angel

Upon my arrival, I was offered a room designated for individuals with disabilities due to being a dog owner, but I did not require such facilities. Instead, I was given a self-contained cottage at the same rate. The initial room was outdated and uninviting, prompting me to opt for the cottage. Unfortunately, the cottage also appeared dated and neglected. I observed cleanliness issues such as a human hair in the bath, dusty furniture, and a broken washing machine handle - posing a germ concern, among other things. The overall state of the accommodation was disappointing and not up to standard, particularly amidst COVID-19 concerns. The property needs a thorough inspection, updates, and a higher level of cleanliness. Additionally, the hotel's location should be correctly advertised as Chelmarsh, not Bridgnorth. I chose not to stay and found alternate accommodation in Ludlow at the Cliffe Hotel. I believe Booking.com should compensate for recommending this subpar establishment on their platform.

I booked a hotel in St. Petersburg, Leo Manufactura on 12-ya Krasnoarmeyskaya Street. Firstly, the booking does not match what was advertised; I reserved a small room with a double bed, but it turned out to have a queen bed. Secondly, it was stated during booking that payment would be upon check-in, but the funds were deducted on the same day. Thirdly, it was mentioned that there would be free cancellation, yet now they want to charge a penalty equivalent to the cost of 3 nights. Lastly, the view from the window is of a construction site, causing noise, dust, and dirt. Terrible experience. I request your assistance in resolving this situation.

My wife paid for expedited passport service on May 10th. We were informed on June 8th that due to COVID-19, we might not receive the passport on time for our family vacation before my scheduled neck surgery. Due to the medical circumstances, we are requesting a refund, even if there is a penalty. This situation is beyond our control, and we are not seeking travel credits. Our reservation number is 45B300CJ. You can reach me at [redacted] or [redacted] We appreciate your understanding. Sincerely, Charles M Oglesby.

I need assistance deleting two accounts I mistakenly created while attempting to log in to my hotel's admin account for photo uploads. It has been frustrating not being able to speak with someone in customer support about this issue which has persisted for three months. Instead of email correspondence, I am requesting a phone call from a customer service manager from booking.com. My availability for a call is Tuesdays, Wednesdays, and Thursdays, between 7 am and 3 pm CST at [redacted], Direct Line for the Director of Sales, Karrie Myer.

I recently stayed at the Grand Hotel Scarborough on 05/31/[redacted] with booking reference number [redacted]. Despite a long check-in process, my room was not cleaned with dirty towels, used sanitary products, and rubbish left behind. Despite multiple requests, the room remained uncleaned until late in the evening, causing distress, particularly as my disabled child needed rest. The hotel manager's response was unsatisfactory, only exacerbating the situation. I have yet to receive a refund for the substandard service. I believe a full refund for the double room is warranted due to the unacceptable conditions and lack of response by the staff. The hotel's cleanliness and management fall well below acceptable standards, and I urge you to remove it from your listings. I have photographic evidence of the state of the hallway which was dismissed by the hotel manager. It is crucial for booking agents to disclose such issues to prevent similar experiences for other guests. I am disappointed by this experience and will escalate this matter further if necessary.

On June 2nd, I made a reservation at Motel 6 in Anaheim on State College using my Bank of America card. Unfortunately, I was unable to check in because I didn't have a current ID, only an expired one, and couldn't find the receipt from the DMV proving I was waiting for a replacement. I was still charged $[redacted] for the room. I contacted Motel 6 and was told to inform Booking.com that no fees would be charged. It has been a week, and I am still waiting for a refund. I would appreciate it if you could expedite the process and return my money promptly. Thank you.

On April 11, [redacted], I attempted to purchase 5 tickets to Panama City, Florida through booking.com but mistakenly booked flights to Panama City, Panama. Upon realizing the error, I contacted booking.com to modify the destination and requested a refund of the original $2,[redacted] payment. Despite updating the flight destination to Panama City, Florida for my family of 5, booking.com charged my credit card again on May 13, [redacted], this time for $2,[redacted] for a new set of tickets. The agent disconnected the call when I inquired about the refund for the initial Panama City, Panama tickets. Subsequent calls to booking.com resulted in being disconnected whenever I mentioned the refund. Unauthorized charges were made to my credit card without providing confirmation or receipt. After verifying the correct tickets with a United Airlines staff member, it was noted that booking.com had received $2,[redacted] for the original payment (I had paid $2,[redacted]) but had not received the $2,[redacted] payment for the new tickets. Despite numerous attempts to resolve the issue with booking.com, no satisfactory resolution was reached. I spoke with a booking.com representative on June 4th regarding the refund, only to be informed of excessive charges ($[redacted] per ticket) for canceling the Panama City, Panama tickets, which exceeded the original cost. Requests to speak with a Supervisor went unanswered, with promises of return calls unfulfilled. Seeking redress for this mishandling of funds from booking.com unless resolved promptly. -Ronald and Alicia Farmer

I made a reservation for a one-night stay on June 4, [redacted], under booking #[redacted]. Unfortunately, my toddler fell ill, requiring urgent medical attention, causing me to miss the booking. Despite several attempts to contact the hotel to cancel, I was unable to reach them as the phone rang unanswered. The entire amount of $[redacted] was deducted from my card, which has been a significant challenge as I tried my best to communicate and cancel. I would greatly appreciate any help or guidance on how to proceed with obtaining a refund. Thank you for your assistance.

I am currently at Days Inn in Chester, PA, staying in room [redacted] with my family. Upon arrival, I noticed the room had three holes in the wall, although I mistook them for cracks due to being tired. The next morning, as I tried to put my children to bed, I realized the holes were large enough for them to fall through. I contacted the front desk around 9:30 AM, and they suggested switching rooms, but my kids were sleeping. They advised waiting for the manager. The manager offered a 10% discount, but I feel this is inadequate. I am seeking either an additional night or a refund. Please respond before my check-out at 11 AM EST. Thank you.

I encountered an issue while booking a hotel. Despite the reservation being complete, an unwanted click led to the submission. The website reflected a cancellation fee, contrary to the initial understanding that payment would occur at the front desk. An amount of $73 was unexpectedly withdrawn post this incident. After reaching out to Days Inn for a refund, I faced hurdles due to their operational procedures. It was conveyed that resolving this matter was in the domain of Booking.com. I am seeking a reimbursement of the $73 and the cancellation of my reservation.

I booked a room at The Signature in Las Vegas specifically for a balcony, but upon arrival, there is no balcony in my room. I am disappointed by the lack of service and amenities like a concierge or front desk staff. The valet parking shuts down in the evening, causing long wait times. The room I was given is not what I reserved, and there are cleanliness issues with the carpet and furniture. I request to be moved to a room with a balcony as initially paid for. My stay is for another four days, and I hope for a prompt response to rectify this situation.

During our recent stay from May 14th to 16th, we encountered a very unpleasant situation at the accommodation booked through Booking.com. The room was dirty with bloodstains on the curtains and dirty floors. To make matters worse, the maintenance man in the adjacent room was hosting a party with what seemed to be two friends, one of whom appeared to be a sex worker. We witnessed them not cleaning the room properly, using dirty linens, and the next guests unknowingly entered the unclean room we had just left. The overall experience was terrible, and the $[redacted].00 paid did not reflect the advertised quality. We were unable to find alternative accommodation due to a college graduation event in Morgantown, WV. The front desk staff's response to our complaints about the conditions was also unsatisfactory. I hope this can be resolved promptly as I am hesitant to use Booking.com again after this ordeal.

My husband, Mr. Abdeslem J., arranged and pre-paid for a taxi to collect him from Casablanca Mohammed V airport at 9:35 pm yesterday, bound for our hotel, Moroccan House (reservation through your company, confirmation no. [redacted]). Unfortunately, the taxi did not arrive, so he paid another one [redacted] dirhams to get to the hotel. The Carresa Group was responsible for the missed pickup (Ref. [redacted]7). Upon arrival, our hotel had no knowledge of this arrangement. We request a refund of the 19.80 Euros back to his account. Please reach out at [redacted]2 for further information. Thank you. Christine J.