Booking.com Customer Service Issues

On January 30th, I encountered several issues during my stay: there was no plug for my Honda EV, only Tesla; the room was dirty with trash and an unclean remote control; I requested a room change due to no vanity in the accessible room, but the alternative was also an accessible room without a vanity. I informed the front desk that I did not want an accessible room but was asked to come back later. I decided not to stay in the room and asked to cancel the rest of my reservation. Although I was told nothing had been charged to my credit card, I discovered a charge of $[redacted].50 instead of the $60 + taxes for Thursday night. Despite previous calls, the incorrect charges remain on my card. Please refund the excess amount charged beyond the first night. Thank you, Marguerite.

Subject: Urgent Maintenance Issues: Ana Lopez - Flat 40, 2 Dudall Street Dear Management, I am reaching out to address some concerning issues my mother, Ana Lopez, and her companions experienced during their recent stay at your establishment. Yesterday evening, a window in flat 40 fell due to strong wind conditions, causing distress and safety concerns. Additionally, my mother highlighted discomfort with the sofa bed, noting it's unsuitable for adult use, resulting in body aches. Several other inconveniences were also noted, such as missing window glass, inadequate hangers, and poorly organized kitchenware. The safety and comfort of your guests should be a top priority, and these lapses in maintenance have left a negative impression. I kindly request prompt attention to these matters to ensure the well-being of all occupants. Your swift response and assistance in resolving these issues would be greatly appreciated. I look forward to hearing from you soon to discuss the necessary actions to rectify these deficiencies. Sincerely, Raquel

I need help cancelling a reservation at the Odyssee Center Hotel in Casablanca, Morocco, booked through Booking.com. The reservation does not appear in my Booking.com account, and I have not received any emails with the details. The hotel provided me with the Booking.com Conf# [redacted], but I lack the PIN to cancel. I need to cancel the booking for 2/17-2/19 in Casablanca as soon as possible to avoid cancellation penalties. Thank you for your assistance. S. Lewis

Hello, I made a reservation for a two-night stay in Mestre near Venice from September 26th to September 28th, with a total cost of $[redacted] Aus. Unfortunately, I have not received an email containing my confirmation number and pin code. I am unable to locate any booking details without this information and I am finding it challenging to reach out to booking.com regarding this matter. The accommodation is likely called Venice Vacation House in Mestre. I have checked my junk mailbox already. My email address is [redacted] Thank you for your assistance. Rose🌹

Hello, my name is Daiana and I'd like to share my experience at Plaza London Hotel from February 13th to 15th. Upon check-in at 6 pm, I discovered that the heating in my room wasn't working. Despite notifying the staff, the issue wasn't resolved when I returned from my meeting. The hotel's appearance differed from the online photos, adding to my disappointment. After several interactions with reception and a rude encounter with the manager, I was eventually moved to a room where the heating was too hot to adjust. Feeling uneasy about approaching the staff again, I slept with the window open. I have photos and recordings of the manager's behavior for evidence. If the situation isn't addressed, I may need to seek legal assistance. Thank you for your attention.

I made a rental car reservation through Booking.com. When I arrived at the address provided in the confirmation, I discovered they haven't had cars for years. It was frustrating and time-consuming to get to the correct location, where they didn't have a car for me due to the incorrect reservation location. Despite multiple attempts, calling for assistance was unsuccessful as no one answered the phone. The manager at The Westin San Francisco Airport, where I was initially directed, helped me and is now aware of the issue. He even arranged a cab to take me to the nearest Sixt Rental Car location.

I am frustrated that I cannot reach booking.com! I checked for a hotel room over two weeks ago for that specific night and did not change the date to tonight, February 14th. Without any confirmation, I reached out to the hotel directly to find out that I might be charged. Unacceptable! Even though I didn't book for tonight, they insist I contact booking.com. I need a prompt call back because I will not tolerate any charges on my card for this error. It is shady for dates to be altered, particularly for someone who needed a room right away, not over two weeks later! - R.W.

I am attempting to make a hotel reservation at The Portofino Hotel & Marina from Wednesday, February 19th to Sunday, February 23rd. However, I encountered an error message on Booking.com stating that the resort is no longer available. Can you please confirm if this is an error or if the accommodation is truly unavailable? Thank you for your assistance. - Kristen

When I made my booking, I did not receive a confirmation email. Upon opening the text message you sent, nothing appeared, leading me to believe there was a system glitch. Subsequently, I opted for another hotel, only to find charges for both accommodations. Although I received an email for the initial hotel, I am unable to view its contents. Unlike the second hotel email, which also does not display. I attempted to contact you regarding the booking issue, but the automated system cannot locate my reservation. The fees were for yesterday, the 14th. Can I please be assisted with a refund for one of the bookings?

I've been considering renting a one-bedroom apartment in the Summerland complex in Los Cristianos, Tenerife. The apartment is currently priced at £[redacted] on Booking.com, which I find too expensive. I noticed another one-bedroom apartment in the same complex priced at £[redacted], but after contacting the agent, they offered it to me for £[redacted]. I reached out to Booking.com to check if they could lower their price, but I'm hesitant to start the booking process just to inquire about this. I've already provided them with my details, so hopefully, they can assist me with this.

Upon check-in, the hotel unexpectedly required an additional $[redacted] hold on my credit card, despite already charging the room fee to my checking account. This was not mentioned in any prior communication, and since I only had my debit card with me, they refused it. The staff was impolite and refused me the room despite my payment and a long drive to get there. This escalated into a disagreement with threats to involve law enforcement. We had to secure a room at another hotel for $[redacted]. I insist on a refund as I will not accept this treatment. The confirmation number for this issue is [redacted]. The total cost was $71.89, and we were unable to stay as planned.

Hello, I reserved 2 rooms at an apartment hotel in Madrid yesterday. During the booking process, I mistakenly changed it to 1 room due to different arrival dates for the second room. After realizing this mistake, I see that I was charged for 3 amounts - 2 for the original booking and 1 for the amended booking. I actually need 2 rooms from 23.3 to 28.3.20 and 1 room from 22.3 to 28.3.20, but ended up with 3 rooms instead. The booking references are [redacted], [redacted], and [redacted]. I understand the error was mine and would appreciate if one of the transactions could be reversed, even if canceling it on paper is not possible. I tried contacting the hotel for help as well. Thank you, Holger Stutz

I had pre-booked a taxi to pick up my husband and me from JFK International Airport on Wednesday, February 12th. When our flight from Gatwick to New York was delayed, causing us to wait in a long customs queue, my husband informed the driver about our delay. Despite this, the driver left without us while we were still in customs. We were left stranded at the airport and had to spend an additional $70 for a yellow cab to get to our hotel. I believe a refund for the airport transfer is appropriate given the situation. The booking reference is Confirmation ref: [redacted]2 / booking ref: [redacted]9. - Andrew J.

I am George Tudor Teddy Florea, a Genius account holder on Booking.com. I had arranged a taxi reservation at Sal (SID) airport that did not show up. I am seeking a refund for the service I paid for but did not receive due to a mistake in the process. I tried contacting the taxi company for 5 minutes, incurring 3 euros per minute in roaming charges while in Africa, but the issue remains unresolved. Kindly reach out to me promptly to arrange the reimbursement. Booking Reference Number: [redacted]5 Hello, Teddy! Your upcoming trip from Amílcar Cabral International Airport (SID), Aeroporto Internacional Amílcar Cabral, Espargos [redacted], Cape Verde - Casa de Tanche, Sal Santa Maria Praia Antonio de Sousa quartos e apartamentos, [redacted] Santa Maria, Cape Verde, is approaching. Here's a summary: Flight arrival time: 12:50 Travel date: February 16, [redacted] Taxi information Taxi Company: Holiday Taxis Phone Number: +[redacted]99 We will get in touch closer to the time of your ride to provide you with the driver's details.

Hotel Planet Plaza A_184, Road No 4 Road No 10, Mahipalpur, New Delhi, [redacted], India Dear Sir or Madam, I stayed at the above hotel twice. The second time, it was only because I booked a non-refundable rate. I would recommend this hotel only for "travellers," not for "regular" tourists. The extra transfer payment for the night of 6th to 7th February did not work out as the driver was not "accredited." He had to park his taxi outside and hold a sign incorrectly. I couldn't reach the hotel as my phone hadn't connected to the Indian network yet. Having no choice, I took an overpriced taxi from the airport at nearly 1:00 am, and the hotel still charged me for the failed transfer. Additionally, for both stays, I had to pay [redacted] extra rupees each time, totaling [redacted] rupees more than agreed. The hotel does not provide invoices, just a small book for signatures, which is their accounting method. During my second stay on 14th February, the staff also tried to overcharge me for the return airport transfer, asking for [redacted] rupees instead of the agreed [redacted] rupees. If I had booked through booking.com the first time, it would probably have been the last. I am very dissatisfied with booking.com's service. These transfer issues are likely not isolated incidents. Furthermore, the bathroom during my second stay smelled terribly due to naphthalene balls. Best regards, Michael M. L.

I have been attempting multiple times to rectify an incorrect drop-off time for my car booking in Paris. Despite my efforts to contact support over the phone, I cannot find a pin code in any of the emails or within my account for my bookings. The booking # [redacted]75, priced at $[redacted].25, was initially confirmed with the wrong drop-off time at Orly Airport on June 16. Upon my attempt to correct it, I was offered a cheaper fare of $[redacted].72 for the same booking #. Both confirmations were sent via email. Currently, in my account, the booking ending in [redacted] shows "Awaiting confirmation," while the one ending in [redacted] reflects the corrected drop-off time of 12:00 hours on June 16. It is necessary to cancel one of these bookings. Also, this 7-passenger van booking is supposed to replace a 4-passenger car, entitling me to a credit of $[redacted]. Since I am unable to contact support by phone, I kindly ask for assistance in resolving this issue. I have already dedicated several hours trying to address this matter. Thank you for your cooperation. Gary L.

Hello, I require your help, My partner, Rosina Camera, and I are organizing a trip to Italy and have made bookings using both my email and hers. We are frustrated that none of your team members can assist us as we seem to have misplaced the confirmation number and pin for our stay in Mestre at the Vacation House. We received a confirmation email, but it was unreadable for some reason. We are both looking for confirmation that a booking was secured for us on the 26th to 28th of September [redacted]. When calling the provided numbers, we encounter automated messages and wish to speak directly with a representative. We would be grateful if you could resend the confirmation number and pin code for these dates as we believe we booked the Venice Vacation House.

I made a booking for a glamping pod on February 15th. It was a disappointing experience overall. Following a previous car accident, my partner and I had to rely on a lift to get there. The location was hard to find, and the directions provided by the owner were confusing. Upon arrival, the pod was not well-maintained, with issues like a flooded path, lack of water, unclean toilets, and a leaking roof. The management was unhelpful and unresponsive to our complaints. We were only offered a partial refund of £20 after a terrible night's stay. The whole experience was dreadful, and I strongly advise against choosing this place for accommodation. The lack of basic amenities and poor upkeep made our stay extremely unpleasant. It's clear from our experience that the owner hasn't addressed previous complaints, as many others have faced similar issues. Before considering staying here, I recommend reading the reviews to avoid disappointment.

During our stay at Vakantiehuisje Amaryllis in Brugge, we encountered an issue with our deposit refund. The booking was made through booking.com with Booking No. [redacted] and PIN code [redacted]. We expected a EUR [redacted] deposit to be refunded to our bank card within seven days after departure as per the booking conditions. Unfortunately, the property owner has not processed the refund, and we suspect fraudulent behavior. It seems the owner may have intentionally provided incorrect bank transfer details to reclaim the deposit. Despite our efforts to resolve the matter with both the owner and booking.com support, we have not received a satisfactory response. Booking.com has been unable to locate our reservation, impeding further assistance. We urge booking.com to intervene, address the owner's fraudulent actions, and ensure the full deposit refund is credited to the original bank card used for payment.

I arranged a car rental through Booking.com and needed to modify the pickup time, but the website would not allow the change. Trying to cancel, I encountered issues as the system mentioned a charge for the cancellation despite the email confirming free cancellation. After unsuccessfully calling the provided number for car pickup, I opted for another rental service. Booking.com, however, still charged me, as indicated in my bank statement. Despite having screenshots of the confirmation details, I am unable to reach Booking.com's customer service without a PIN number, which was not included in my confirmation email.