Booking.com Customer Service Issues

My wife and I had a reservation at the Leviathan Hotel in Dunedin for 5 nights from the 23rd to the 28th of January [redacted] with confirmation number [redacted] and PIN code: [redacted]. Unfortunately, after just 2 nights at the hotel, a close family friend in Christchurch fell ill while his wife was overseas in the USA. We had to rush back to Christchurch to help him. We are hoping to inquire about the possibility of a partial refund of NZ$[redacted].00 for the remaining 3 nights we could not stay at the hotel. Thank you for your understanding and assistance. Best regards, G & E Nicholls.

I reserved a room at the Port Macquarie Hotel in Port Macquarie, NSW [redacted] on January 22nd through Booking.com for my son, a night-working baker. He was unfortunately asked to leave after one night because of an incident involving his ex-girlfriend. Despite the hotel allegedly processing a refund to Booking.com, I have yet to receive the reimbursement to my credit card. Contacting anyone for assistance has been challenging, and I am simply looking for a resolution and someone to speak with regarding this matter.

I have a reservation for a hotel in HKG from February 21 to 24, [redacted]. I fully paid for this stay, but unfortunately, refunds are not permitted. Due to the ongoing epidemic situation in HKG, I am concerned and would like to cancel my booking. My airline has already refunded my non-refundable ticket due to the current circumstances. I kindly ask for your understanding and consideration regarding a refund for my hotel booking under these unavoidable circumstances. Thank you.

Re: Picton Central Shared Accommodation Booking number: [redacted] I booked through your site, which redirected me to Agoda, a service I was unfamiliar with. The initial cost displayed was $69, then changed to $79 before reaching $[redacted] at payment. Despite trying to cancel immediately, I was unable to do so. After contacting Agoda, they mentioned I could receive a full refund, prompting me to seek alternative accommodation. However, I see that the $[redacted] charge, which was supposed to be taken at the time of stay, may be processed by booking.com beforehand. I have requested a refund due to what I believe was misleading information at the start. As a New Zealander booking within the country, I am disappointed by this experience with booking.com, hoping for a prompt and satisfactory resolution.

I made a reservation through booking.com with Confirmation No. [redacted] [redacted].[redacted] [pin code: [redacted]] on November 2, [redacted], for a 4-night stay from February 14 to 18, [redacted]. I have received email confirmations regarding this booking from booking.com. After contacting the owner or manager, Nikhil, at phone No. 00 91 [redacted], I was informed that they had not received any notification of my booking from booking.com by January 10, [redacted]. Upon verifying the property's availability on other websites, it appeared that Nikhil was correct about the lack of reservation for my dates. Nikhil then suggested I cancel the booking through booking.com and make a new reservation directly with him, ensuring a refund of the deposit of INR 11,[redacted] due to the property's continued listing for those dates. Upon canceling as advised, I discovered that 50% of my payment was retained unjustly. Despite Nikhil claiming no payment was received by them, it raises concerns about potential fraudulent activities involving the partnership between booking.com and property owners. It is essential for booking.com to either provide evidence of payment to the property owners or promptly refund my INR 11,[redacted] if no payment was made.

Good afternoon, I would like to file a complaint about a B&B called West Coast Inn in Cape Town. The phone number and address provided on my confirmation letter were incorrect. Upon arrival, I couldn't locate the address, and locals didn't recognize the B&B. As a result, I canceled my reservation due to suspicions of a scam. When requesting a refund, your company stated they couldn't refund me, although the mistake was not mine. I urge your company to verify the existence of the B&B, provide photos, certification, and explain why the wrong details were given. My confirmation number is [redacted], registered under Vivian T. I request a thorough investigation and a refund as this error was not my responsibility. My reservation was from 3rd to 10th of January.

I booked a car rental in Cancun, Mexico with America for January 18-24. When we went to pick up the car, we encountered numerous issues. We had trouble with our bank from Canada for insurance approval, but couldn't connect to America's WiFi or use their phone for a toll-free call. They insisted on charging an additional $[redacted] for insurance, which we declined, and opted not to take the car. Upon reaching the hotel, I contacted booking.com to cancel. They mentioned I needed to wait until the entire reservation period was over. The agent verified that we had not collected the car and noted it in my file. Despite this, we were still charged for the rental. The reference number is [redacted]03. I am requesting a refund since we never took possession of the car and faced significant challenges with this company.

I made a booking at Hotel Trust Stuttgart on November 4, [redacted], with booking number [redacted] and pin number [redacted]. The free cancellation period was until November 9. On the same day, I canceled the Trust booking (as I needed more rooms) and booked at Astoria, a perfect hotel. Trust has not refunded the €[redacted] to my Mastercard. When I disputed this charge with my bank and Mastercard, they denied the refund, claiming no refund was possible for my booking. This contradicts the information on your website, booking confirmation, and cancellation policy, clearly stating free cancellation until November 9. I seek assistance in resolving this issue. As a loyal user, I now question the reliability of your hotel services.

I have reserved a room at the Aberdeen Lodge in Dublin for 6 nights with breakfast included. After completing the booking, I realized it was non-refundable without a cancellation period. Another booking without breakfast offered a cancellation period and no upfront payment. I promptly cancelled the booking within hours because I needed flexibility due to my daughter's health situation in Holles Street Maternity Hospital. She has now been transferred to Kilkenny Hospital for further care. I am concerned about any charges related to the booking I made in error and want to ensure no money has been or will be deducted. Unfortunately, I won't be able to make the trip to Dublin anymore. I appreciate a prompt response. Thank you, Sandra H. Email: [redacted]

One unfortunate night, my wife and I were planning to stay at your inn, but she received news of a family member's severe accident. We checked in, got keys and a TV remote, brought our belongings to the room, and then received the call about the accident. We immediately returned everything to the car. Despite explaining the situation to the front desk, they declined to provide a refund. I reached out to booking.com, but the representative was unhelpful, and I have yet to receive a refund for the unused room. I am disappointed and upset by the treatment we received and how the situation was handled.

I made a 50% deposit of R2950.00 for the luxury one-bedroom apartment at [redacted] Umdloti Beach resort. The booking is from 24th April [redacted] to 29th April [redacted] for 5 nights, including a R450.00 service fee. I reserved it as a gift for Megan G. for her 30th birthday, who will be staying there with her husband and 8 or 9-month-old child. However, I provided the wrong email address, and we haven't received the booking confirmation or been able to pay the balance of R2950,00 due on 14th April [redacted]. Kindly update the email address to [redacted] for Megan G. and send her the confirmation to finalize the booking. Thank you.

I made reservations for 2 apartment rentals in Lisbon, Portugal, from September 5-10 under Booking #[redacted]. Upon arrival, we experienced a delay of 40 minutes for the key handover. The apartment was uncomfortably hot with no air conditioning. The staff suggested a different location. Although they only provided 1 alternative unit instead of 2, we agreed to share it and were informed there would be no additional cost. We settled in the new place, sharing it among the 4 of us. I am confused about why I am being billed for 3 apartments and 2 bookings when we stayed in just 1 apartment. I did not consent to a second booking nor did I sign anything for it. I seek clarification on the extra charge and kindly request a refund for the unauthorized second booking.

I am incredibly frustrated with booking.com. I reserved a room at a guest house in Hastings and had to cancel due to a performance. Despite calling in advance to cancel, it seems the cancellation was not processed, causing me undue stress with my depression and anxiety. Even more aggravating is the fact that I have yet to receive my refund from the booking. My bank, Lloyds, confirmed they are not the ones withholding the funds, indicating the issue lies with booking.com. I am Susan Asche, and you can reach me at [redacted]1. Please, I urgently need my money returned. My booking was for a 2-day stay at the Town House Hastings from January 29th to 31st, with the cancelled part being from the 28th to 30th. I appreciate your prompt attention to this matter.

Dear Customer Service Team, My friend and I made a booking through your website for an apartment in Madrid from January 30 to February 2, located at Corso di Porta Ticenese 16, Milan. Reservation Code: [redacted] On the day of our arrival, the apartment's owner/management company asked for an additional EUR 28.00 for "Tourist Tax and Bed Linen," which was not mentioned during booking. This demand felt like we were being held hostage as it threatened our reservation. We contested the last-minute fee, but our concerns were ignored. We found the request unethical, dishonest, and potentially illegal. We also faced issues with no internet, non-functional heating, door lock problems, and unresponsive communication with the owner/management. We demand a full refund of the EUR 28.00 and seek compensation for the inconveniences faced. Sincerely, Roman Cantarero Sanches and Gilad Tuffias

Dear Customer Service Team, I am re-sending this message as I believe the initial communication may not have been delivered in its entirety. My friend (R.C.S.) and I had booked an apartment located at Corso di Porta Ticinese 16, Milan, from January 30th to February 2nd. Reservation Code: [redacted] Upon our arrival, my friend was unexpectedly asked by the apartment owner/management to pay an extra EUR 28.00 for "Tourist Tax and Bed Linen" before granting us access to the location key, despite the full payment made in advance. This practice seemed unethical, holding us "hostage" for an additional fee. We contested this demand but were met with disregard by the apartment owner/management. Furthermore, the apartment presented the following issues: 1) No internet access (the mobile WiFi provided was non-functional). 2) Heating was not working in all rooms. 3) The keys provided did not unlock the balcony door from the inside. 4) The entrance door lacked proper locking mechanisms. Efforts to notify the apartment owner/management were fruitless as our calls went unanswered. Given the circumstances, we demand a full reimbursement of the unjust EUR 28.00 charge and additional compensation for the inconveniences experienced. We expect this refund and compensation to be processed within 72 hours from the date of this complaint via the provided credit card (R.C.S.'s Mastercard ending in [redacted]). Yours sincerely, R.C.S. and G.T., Esq.

I'm extremely dissatisfied with my current hotel stay. The room I was given lacks TV signal, the telephone is inoperative, the lamp is out, and the fridge has not been functioning for the past three days. My children have been unable to sleep due to the noise of maintenance work and drilling, which has been ongoing at 1 a.m. Currently, there is still drilling causing disturbance while my kids remain awake and frustrated. Despite being promised free Wi-Fi, the hotel does not provide the service. I have expressed my concerns, but the response I have received is that they will only replace the fridge when a room becomes available. However, it has been over a week, and no action has been taken. The situation is distressing as my children and I are finding it challenging to rest with the level of noise and the lack of expected services.

I am extremely disappointed with the hotel I am currently staying at. The room I have been assigned has multiple issues - no TV signal, a non-functioning telephone, lamp, and fridge. For the past three days, my children have not been able to sleep due to the extremely loud maintenance noises, including drilling as late as 1 am. Despite being informed of free wifi, there is no service available. I am incredibly distressed as my kids and I are struggling to sleep due to the ongoing noise from maintenance. My complaints have been met with unsatisfactory responses promising solutions only when a room is vacant. It has been over a week, and no progress has been made to address these issues.

Regarding Booking ID no: [redacted]45 In my initial email, the room price discrepancy from $69 to $79 was confusing. Despite this, I proceeded with the booking at $79. However, the confirmation reflected a charge of $[redacted]. Upon attempting to cancel immediately, risking losing the $[redacted] without clarity, I sought assistance to rectify the charged amount back to $69 or $79. After consulting with an Agoda agent who assured a full refund, I made alternative arrangements for accommodation that night. Direct communication with the property owner indicated the matter was with booking.com. Following unsuccessful attempts to resolve by phone with booking.com and promises of a callback that did not materialize, I am seeking a resolution for a full refund of the $[redacted] payment for unused accommodation.

I successfully booked "Myo Design House." Two days after receiving the confirmation email, the hotel contacted me asking to cancel the reservation due to a Booking bug, not caused by the hotel. The sudden request was quite unsettling after I had spent time researching and booking, even canceling other plans. I've been a loyal Booking.com customer, but it's frustrating to be asked to cancel without a proper explanation or resolution from Booking. I called Booking's customer service for clarity but have yet to receive a response after they promised to escalate the issue. I'm hopeful for a prompt contact from Booking.com to address this situation. Thank you. Hsiaolu Yin

Hello, I am reaching out to address a concerning situation regarding our reservation. We had booked with the understanding that we could arrive up until about 2 am, as we have done previously without issues. The website states "RECEPTION IN OPERATION 24 HOURS A DAY," which led us to believe we could check in at any time. However, upon arrival, we were informed that the reception being open 24 hours does not mean someone will be present at all times. Our colleagues arrived late and had to wait for an hour to be checked in after a tiring journey, even being charged an extra 20 Euros. Furthermore, we observed that reservations could still be made for the same night around 11 pm, leading to confusion about additional fees. This experience has left us dissatisfied and considering not using this accommodation or Booking in the future unless a suitable resolution is reached. We are disappointed by this experience and may need to seek alternative options if an agreement cannot be met.