Booking.com Customer Service Issues

I recently reserved a room at the Victoria Hotel in London for my 10th wedding anniversary through your website. However, upon contacting the hotel, they mentioned a possible mix-up with another hotel called The Welcome Victoria Inn down the road, which has poor reviews and unusual check-in procedures. Despite my attempts to cancel the reservation due to the confusion, Booking.com informed me it was a non-refundable special offer. When I reached out to the hotel directly, they agreed to cancel on the condition that the refund would need to be processed through your platform. Unfortunately, when I contacted your customer service, I was told that a refund was not possible. As a loyal customer who has used your services for years, I am disappointed with the lack of assistance in this situation. I am writing to request a refund or partial refund before my scheduled stay at the hotel on Wednesday, considering the circumstances and the fact that I have been inconvenienced by this confusion. Your help in resolving this matter would be greatly appreciated, as I value our long-standing relationship.

Hello, I encountered issues when inputting the correct number of rooms and guests on your platform which resulted in accidentally booking 3 rooms instead of the intended 2. Regrettably, when I canceled, I unknowingly canceled a non-refundable room. I am hopeful that this error can be rectified promptly as I require the rooms and cannot bear the cost of the canceled non-refundable room. It's unclear whether this confusion stemmed from technical glitches on your end, my dated phone, or my own errors. My booking number is [redacted], possibly alongside other booking numbers due to my attempts to correct the situation. I had intended to reserve two rooms at Scandic Park in Helsinki for myself, Maarit G., and Marika P. I kindly request assistance to avoid charges for the canceled non-refundable room or any previous bookings. I aim to rebook accurately and appreciate your cooperation. The issue arose from my attempt to reserve 2 rooms simultaneously, with both costs covered by me. Thank you for your understanding and support. Warm regards, Maarit G.

I made reservations for a couple of rooms in Rock Springs, Wyoming through Booking.com. Unfortunately, my travel companion had to cancel last minute. I promptly canceled the booking yesterday with confirmation number [redacted]. Despite cancelling, it seems I was charged the full amount. I've contacted the property directly, but they advised me to reach out to Booking.com for assistance. I kindly request leniency for this cancellation and hope someone can help me with a potential refund. I have used your services previously and am uncertain about the refund status. I appreciate your assistance. Thank you.

I have concerns regarding my upcoming stays in Saint Louis. For the booking with code [redacted], I am worried about potential flight delays due to bad weather in both the DFW and Saint Louis area. I need to cancel by 4 pm tomorrow to avoid charges, but I'll only know about any delays on Thursday afternoon, which is my flight and check-in day. What if my flight is delayed until the next day, Friday, preventing me from checking in on Thursday? In regard to booking number [redacted], my mother and I have reserved a two-bedroom suite with 2 queen beds for our stay. However, my mother might need to use a wheelchair during our visit.

Hello, my name is Philip Love. I had booked a hotel in Brighton from the 1st of May to the 3rd of May through Booking.com. After a recent breakup with my girlfriend in January, I decided to cancel the reservation. I received an email from Booking.com confirming the cancellation, so I assumed everything was sorted. However, I was surprised to receive an email from the hotel in Brighton stating they were expecting me. I contacted them to clarify that I had canceled, but they still charged me £99. They mentioned the room was booked twice for the same dates, which confused me as I only booked it once. I called Booking.com to address the issue, but the customer service representative I spoke with was unhelpful and unable to transfer me to someone else. I just want to understand why it was double-booked and hope that Booking.com will refund me. Thank you.

I made a reservation at Ibis Leeds, Marlborough Street through Booking.com for April 10th at the price of £50 on February 13th. On April 5th, I modified the booking for single occupancy for the same confirmed price. My booking number is [redacted].[redacted].[redacted]. Upon check-in on April 10th, my credit card was charged without a receipt. I requested one upon check-out on April 11th and was informed it would be sent via email, which I did not receive. After reviewing my credit card statement, I noticed a charge of £75, although I did not incur any additional expenses at the hotel. I seek correction of the bill and a refund of the excess charge. Thank you. Sincerely, Eva H.

I contacted your office to request a refund for my booking with Genting First World (booking reference: [redacted] under my brother, Yong Ee Kah). Booking.com informed me that the hotel could not accommodate the request. I had to change the booking due to only one day of approved leave, leading to the cancellation of the room booking on May 1, [redacted]. While I understand the non-refundable policy, I hope for your understanding in this matter. After unsuccessful attempts to reach the hotel directly, we were advised by the hotel to contact Booking.com for assistance with the refund. We are unsure which party to approach as each directed us to the other. Can you provide assistance? Thank you in advance. Regards, Lee See

Dear Sirs, I have noticed that the Mastercard number saved on your website is incorrect. This is the third time I am receiving an email stating that the hotel mentioned the card being invalid. As I am unable to make changes on your website, I kindly request you to rectify this error promptly since I rely on this card for my Euro bookings. The name on the card is Hans-Peter Hegnauer with the card number 5[redacted] 8[redacted] expiring on 02/21 and the control number [redacted]. I frequently make bookings with you, and this correction is necessary. Our last booking was associated with [redacted] with the PIN code [redacted]. Despite contacting the hotel, the issue persists, so I urge you to update the credit card number on your website. Warm regards, Peter Hegnauer.

During our stay at Hotel de Barge in Bruges last weekend, my fiancée experienced severe bedbug bites on her face and body. The receptionist confirmed they have a bedbug issue, which is concerning. We requested compensation for the discomfort caused by the bites and the inconvenience of not getting a double bed as reserved. Despite complaining, we were not given a different room. We have sought legal advice on claiming compensation for this unacceptable situation. We look forward to your response. Regards, G.H.-E. [redacted]

I recently made a reservation for a room for my upcoming week-long vacation via Booking.com. When I reviewed the booking details, I noticed the dates had somehow changed. After correcting them, I proceeded with the booking. Unfortunately, upon receiving my confirmation email, I discovered that the dates were incorrect once again. I was charged for the room and attempted to cancel, but I won't be refunded. I am looking to rebook the same room for a week earlier without losing $80. I contacted the hotel, but the staff rudely dismissed me without offering a solution.

I made a reservation for a resort on March 4, [redacted], and paid in full using my Visa. Unfortunately, the day before my scheduled check-in, I received a call informing me that my husband had been hospitalized and I needed to return home immediately. I contacted booking.com to cancel, and while they did cancel the booking, I have not received a refund for the amount I paid. I am aware of potential cancellation fees, but keeping the full amount is unacceptable. I feel this is fraudulent behavior on their part. I have the booking registration number and Visa transaction details. I appreciate any assistance on how to proceed with getting a refund. Thank you.

Confirmation Number: [redacted] PIN: [redacted] My husband and son embarked on a special journey to attend the Final 4 basketball games as a father-son trip celebrating my son's senior graduation. They made their hotel reservation through booking.com. Regrettably, upon reaching the hotel, they found it to be in an unsatisfactory condition. Despite my husband usually being accommodating, the state of this place was beyond acceptable for a multi-day stay with our son. The location seemed unsafe, the room was grimy, and there were reports of bedbugs. I promptly canceled the booking, anticipating potential fees for the first night. To our dismay, we have been charged for the entire duration of the stay, despite not spending a single night there. In past experiences booking directly with Marriott, we have never faced such charges, even during last-minute cancellations. While we can understand a fee for the first night due to late cancellation, the full charge seems unreasonable. Why risk booking with booking.com when Marriott offers flexibility without such penalties? I request a fair resolution as no one should be forced to stay at a substandard establishment. I expressed my concerns respectfully when requesting the refund, intending not to disparage the hotel. However, the situation has led to my disappointment. I refuse to pay over $[redacted] for a stay we did not utilize, potentially subjecting others to the same ordeal. Kindly confirm if the refund is in progress, possibly reflecting in the upcoming credit card statement. Thank you. - S. Kemper

I noticed that I was double-charged for a one-night stay at a hotel in Malta. When I made the booking, my credit card payment didn't go through the first time, so I had to enter my details again. Even though I only received one confirmation email, upon checking out on April 29 at 11:00, I got a second confirmation at 13:53 with a different booking number. I spoke to the hotel, and they mentioned seeing a virtual second payment but directed me to contact Booking.com, as they processed the charge. Booking number: [redacted] PIN code: [redacted]

Dear Booking.com, I used your service for my stay in Jispa in July [redacted]. Based on my positive experience, I booked a stay in Alibaug from April 27th to April 28th through your website. The payment was processed by GuestHouser [redacted] via Booking.com. However, upon reaching Alibaug, they informed me that the booking was full and offered an alternative with different facilities, requesting additional payment for confirmation. Feeling left with no choice, I had to cancel the booking. Despite initiating a refund request with GuestHouser's customer service desk at mobile number [redacted], I have not received any response after multiple attempts via phone calls and messages. I hope to receive a response to my email from you. Thank you.

I have been unsuccessful in receiving a response from Booking.com's customer service via email regarding my reservation, so I am turning to social media to address the unresolved issue. My booking reference number is [redacted].[redacted].[redacted]. While en route to Turkey with my wife and child, Booking.com informed me that my reservation had been canceled due to the original hotel being overbooked. They suggested alternative accommodations at two other hotels, both of which were of lower quality and 23 km away from my intended location. After refusing these options via email, I attempted to contact them for 10 hours and finally received a call without any resolution. Despite promises to provide alternative suggestions, they only offered the same unsuitable hotels. This left me and my family without a place to stay, resulting in us spending the night on the street. After extensive searching, I found a more expensive hotel where I exhausted my travel funds. I am now seeking a refund along with compensation for the distress caused to my family and the disruption of our trip.

I was trying to book a hotel for various dates in August online when I realized there was a booking made in April that I didn't authorize. I noticed a charge on my credit card for one night in April. I reached out to Booking.com, but they requested a receipt without specifying where to send it. The hotel directed me back to Booking.com, but I haven't heard back from them since. I have a physical copy of the credit card statement showing the charge but am unsure where to send it for resolution.

Booking Number: [redacted] Upon arrival, the property did not meet our expectations for the following reasons: 1. The exterior photo did not accurately represent the property, which was a mid-terrace house surrounded by other buildings. 2. The lack of privacy due to glass panel doors in the bedrooms shared with other guests. 3. The kitchen diner was being used as a bedroom by another guest, making us feel uncomfortable and unsafe. 4. The property was not up to the standard of a five-star deluxe establishment and felt more like a basic hostel accommodation. Due to these issues, we decided to leave immediately and would like a full refund of £[redacted] for the unused accommodation, as our weekend plans were disrupted.

Hello, I recently requested a change to our booking dates for a property in Corinth, Greece. The property owner approved the request but mentioned I would need to make the date change myself. I attempted to do so on the booking page but couldn't find a way to adjust the dates. Could you please assist me in changing the dates to August 1st for check-in and August 3rd for check-out? Here are the details: Confirmation Number: [redacted], PIN Code: [redacted]. Thank you.

I made a reservation online through Booking.com for Hatters Hostel in Liverpool from April 26th to April 28th, [redacted], for one adult and one child. Upon arrival, we were informed by the hostel that children were not permitted to stay, a detail not mentioned during booking. Consequently, we had to find expensive alternative accommodation at Albert Dock. Booking.com charged £63 for the unauthorized stay at Hatters Hostel. I am requesting a refund. It is essential for Booking.com to clearly communicate any restrictions regarding children to avoid customer inconvenience. Furthermore, the receptionist's behavior was unacceptable, suggesting my 12-year-old son should stay elsewhere.

We deliberately chose Sunshine Tower Hotel for its advertised hot pool/Jacuzzi to aid my husband's muscle recovery following his stroke. Unfortunately, the Jacuzzi is cold despite our complaints. Staff promised to address it but have not. We were then informed it was only a warm Jacuzzi, but in reality, it is not even warm. This misleading information led to my husband's muscle stiffness and a fall. We feel deceived and seek a resolution as the cold Jacuzzi is not as advertised. Our holiday options are limited due to my husband's disability, making this amenity crucial to our stay. We are disappointed by the unhelpful staff and request assistance rectifying this situation. - Helen H.