Booking.com Customer Service Issues

Sehr geehrte Booking.com, Ich habe über Booking.com ein Hotelzimmer im Holiday Inn Frankfurt Airport für den 19/11/[redacted] gebucht und mit meiner VISA-Karte in Höhe von [redacted]€ bezahlt. Die Buchungsnummer lautet: [redacted]. Nach einem Anruf beim Hotel am 24/3 wurde bestätigt, dass das Hotel über Booking.com eine virtuelle Kreditkarte erhält und noch keine Belastung des Hotels vorliegt. Bitte setzen Sie sich mit Booking.com in Verbindung, um den Betrag auf meine VISA-Karte zu erstatten. Vielen Dank, Juho N.

I made a reservation through booking.com on 03/28/20 for a one-night stay at Creekside Inn in Charleston, SC. My confirmation number is [redacted] with a PIN number of [redacted]. Upon my arrival at 9:00 pm, the clerk informed me they were closed and instructed me to seek a refund through booking.com for $90.06 on my Visa card. When I contacted the Inn, a different clerk advised that I should have been assisted and provided with a contact number on the wall. I was hurriedly asked to leave as they were closing. I had to find alternate accommodation for the night. I believe this situation was not my fault and kindly request a refund from booking.com. Creekside Inn's website lacked information about their closing time. I seek swift assistance in resolving this issue. Thank you.

We booked the "Blue Dream Apartment" in Zagreb, Croatia for two nights through Booking.com, starting on 23.03. Monday for one person. Upon arrival, the owner mentioned a booking error and denied us entry. Despite her assurance of a refund, we are unable to reach her after two days of trying. We lodged a complaint with Booking.com customer service, and they requested proof of payment, which we promptly provided. However, we have not received any updates or refund since then. Despite speaking to international booking customer service and providing all the necessary details, including speaking with a female agent who promised to follow up but never did, we are still stranded without a resolution. I used my credit card to pay for my friend, who encountered language barriers while attempting to resolve the issue with both Booking.com staff and the apartment owner in Croatia.

I need to cancel my flight for April 1st, [redacted]. I would like a refund to be credited back to my checking account. Sadly, due to the virus and the current lockdown restrictions, I cannot make the trip. I am unable to leave the state because of work commitments. I need urgent assistance with this matter. I hope to connect with a genuine individual, someone who can understand my situation and provide the necessary support promptly.

I received a message from Park Plaza Nottingham regarding changing my reservation dates. They have agreed to change it to Saturday, October 10th. I need to contact booking.com to proceed with the amendment. This email serves as confirmation of the changes. If further assistance is needed, they can be contacted. Best, Yvette D. (Property name: Park Plaza Nottingham, Booking number: [redacted])

I have a booking at Hampton by Hilton Edinburgh Airport for the 8th of May. The booking was paid for upfront and was non-refundable. Due to the current crisis, they are now allowing cancellations without a financial penalty. I contacted booking.com about this, and they attempted to reach the hotel via email with no success. I then contacted the hotel directly for assistance. They advised that the refund process must go through booking.com and requested that they be contacted by phone at +44 [redacted] rather than email. This is the only method available at this time. Could you please assist me with this matter? The booking reservation number is [redacted] under the name Kennedy. Thank you.

Hello, I made a reservation at the Welldone Quality in Seville (Booking reference [redacted], PIN [redacted]). Despite having a reservation with the option to cancel, I received an email from Booking stating "PAID" because they charged me the full amount! This goes against what was stated in the reservation, and I find it unacceptable to be charged if it was not specified. I immediately clicked on cancel as I found this process incredible. Now, Booking says they will refund me in 7-12 days, which I find even worse as they charged me instantly. The reservation stated the following: "Proceed to the next step It only takes 2 minutes Immediate confirmation No management fees or charges for paying with a credit card! Your package: FREE Cancellation before 23:59 on July 10, [redacted] NO ADVANCE PAYMENT - Payment will be made at the property" I want to file a complaint to ensure this doesn't happen in future reservations. Thank you, Irune

Subject: Confusion About Booking Cancellation To Whom It May Concern, I am writing in regards to the booking mentioned above. I have attempted to reach out to Booking.com multiple times via telephone, only to be directed to cancel the booking online due to the hotel's closure following government guidelines related to the Coronavirus pandemic. Concerned about unnecessary travel, I followed the advice given and proceeded to cancel the booking online. Upon cancellation, I received an email from this address confirming the 'terms of cancellation cost' at £[redacted].8, stated as non-refundable for this booking. Can you please verify if this information is accurate? Sincerely, Bob H.

Confirmation number [redacted], pin [redacted]. We only stayed one night on February 17th, though the original booking was for three nights (February 17-20, [redacted]). However, we were dissatisfied with the place. Please refer to the recording from February 17th at around 7 PM New Zealand time. Today, I received an email from Booking.com stating that no refund is possible, which we cannot accept. On February 17th, I spoke with a representative (possibly named Mary Anne) for an hour and she confirmed with the manager that we would only be charged for one night. We received an updated confirmation from Booking.com for one night, costing [redacted] AUD. Subsequently, we booked two more nights at Edgewater Palms through Booking.com. Unfortunately, we ended up paying for two different apartments: Bay of Islands Holiday Apartments and Edgewater Palms Apartments for February 18th and 19th. We are seeking a credit or refund for these two nights, as we did not stay at Bay of Islands, and had your approval over the phone, along with a new confirmation for just one night on February 17th. The refund amount for the two nights is [redacted].83 AUD plus an international fee of 25.97 AUD for not staying at Bay of Islands Holiday Apartments. Thank you.

Booking number: [redacted] When I initially made the booking, Japan was allowing entry. However, due to the pandemic, the Japanese government invoked FORCE MAJEURE, preventing me (NZ) and my wife (TH) from entering indefinitely. Air Asia promptly offered a full refund, but I request an exemption for cancellation as our Sakura trip's dates are fixed. I urge Booking.com to seek reimbursement from the FORCE MAJEURE source. It's common for governments to help industries affected by the pandemic like airlines and hotels. My legal right should be prioritized over the refund policy for the reservation. Kindly consider that if a refund is denied, I will seek alternatives to booking in the future.

Hello, I recently noticed a charge on my credit card from booking.com. I have not visited any locations affiliated with this charge, and when attempting to contact the phone number provided, it appears to be out of service. This seems to be a fraudulent transaction linked to booking.com. Below are the details for your reference: - Merchant Category: HOTELS, MOTELS, RESORTS - Transaction Date: MON, 03/16/[redacted] - Purchase Method: MANUALLY KEYED - Post Date: MON, 03/16/[redacted] - Recurring Billing Indicator: Y - Phone Number: [redacted] - Point Of Sale Zip Code: [redacted] - Merchant Url Text: httpswww.BOOKING.COMHOTELUS I would appreciate it if you could investigate this matter promptly. Thank you for your assistance. Sincerely, Prashant

Dear Sir/Madam, I canceled my car reservation (Reservation: [redacted], Reference: [redacted]43-see below) on March 26, [redacted], by contacting the EUROPCAR airport Madrid officer (Phone: +34 [redacted]00). The officer confirmed the cancellation and mentioned that the refund would be processed to my Visa card. However, I have not received the expected refund yet (confirmed today with my Visa service). I spoke with EUROPCAR airport Madrid personnel again today (April 8, [redacted]), and they advised me to contact booking.com regarding the refund. Could you please provide me with the refunding date for finalizing the paperwork of the deal? I would appreciate a prompt response. Thank you in advance, Sincerely, Natalia Mirotchnik Booking Information: Booking.com Ref: [redacted]43 From: Booking.com <[redacted]> To: [redacted] February 2, 3:50 PM Unsubscribe Travel

I contacted Casa Ybel Resort in Sanibel, FL, to cancel my booking (Booking #[redacted], Pin #[redacted]) due to the uncertainty caused by the Coronavirus situation. Amy asked me to cancel through you, which I have done. She confirmed that there would be no cancellation fees due to the exceptional circumstances. Could you kindly reach out to Amy at the resort to verify our discussion regarding the waived cancellation costs? Thank you.

I made a reservation via Booking.com for the Copthorne Hotel on March 27. Due to flight cancellations, I returned to the US early. Millennium hotels referred me to Booking.com for a refund as I booked through a third party. Hotelbeds has a force majeure policy for bookings between March 17 and March 31, refundable or not. I can't find Hotelbeds' email. Booking.com told me to check their website. I'm seeking a $88 USD refund to my credit card. Thanks, J.B.

Upon arriving, I was contacted by the owner at [redacted] advising me to act as if I owned the place and pick up the key at a different location on Scott Street. Unfortunately, I encountered vagrants upon arrival, which made the experience uneasy. Waiting for the manager to provide the key took longer than expected. As I moved to the Square, parking was challenging due to the chaotic street environment full of police and vagrants. Upon reaching the apartment, I discovered it was already locked and occupied. Contacting the owner yielded little shock, and he mentioned he would revert to me later. Witnessing other tenants carrying weapons for protection and the manager's lack of concern about the safety issues was troubling. The option to cancel or accept a room at Scott Street due to lockdown restrictions left me with limited choices. Despite the ongoing challenges and disagreements with my friend, the lack of responsiveness from both the manager and owner added to the frustrating experience. The night was spent with unease, listening to disturbances outside until finally being able to leave with minimal assistance. Doubts about double bookings and substandard accommodations lingered, sparking concerns about the property's management practices.

Hello, I wanted to share my recent experience with Hotel Breitner in Rotterdam. My stay was supposed to take place on the 16th of April. Unfortunately, due to the COVID-19 pandemic and the resulting travel restrictions impacting my trip from the UK to Holland, my plans were disrupted. Despite reaching out to Hotel Breitner and explaining my situation, they have declined to provide a refund based on the non-refundable booking policy. Given the circumstances leading to my cancellation, with global lockdowns in place and limited travel advised by RIV, I believe an exception should be made. It is my understanding that hotels are not operating currently due to the ongoing situation. I appreciate any assistance you can offer in resolving this matter. Thank you for your attention to this issue. Wishing you a Happy Easter Monday and a wonderful day. Best regards, Patricia

Good afternoon, I'm writing to inform you that I have a booking with Pelham Hotel New Orleans under the confirmation number [redacted]. Unfortunately, due to the travel ban imposed on Australia as of 25 March, my travel plans have been disrupted. Western Australia, where I reside, has also closed its borders, preventing any form of travel. Under these unforeseen circumstances, I have had to cancel my trip to the U.S. All other hotels in my itinerary have offered full refunds recognizing the extenuating situation and not just a mere change of mind. Airlines such as Qantas, American Airlines, and United Airlines have also provided refunds due to these exceptional circumstances. My travel companion has lost their job due to the current global situation, causing considerable financial strain. As a nurse, I am also struggling during this challenging time. I kindly request a reconsideration of your refund policy given the circumstances. Despite my efforts to contact the hotel directly, they have been unresponsive to my emails. Please understand our situation and consider providing a full refund for our booking since we are unable to travel due to circumstances beyond our control. Thank you for your understanding. Regards, Tiarne

I am requesting a refund for two canceled hotel bookings, one in London and one in Australia. I have not received any communication from Hotels.com, and I have been unable to reach a customer service representative. I am owed over 500GBP, and unfortunately, I lost my job two weeks ago. When attempting to contact them through their automated chat system, it claims there is no record of my bookings despite having the booking numbers. I am struggling to find a contact number or email to reach a real person. I am in urgent need of every penny and this situation was not by choice but due to circumstances with the travel brand. I am unsure of what steps to take next, and I have decided to no longer use their services. In contrast, Agoda promptly refunded me within two weeks, showing superior customer service.

I had a reservation at the Samaswai Hotel in San Andreas, Colombia on January 14, [redacted]. Unfortunately, due to a medical emergency, I had to return to the United States. I contacted Juana in the Accounting Department of the Hotel, who altered my reservation to check out on January 15, [redacted] via the booking.com system. The Hotel's change was approved by booking.com customer service. However, despite updating the stay dates and details on the booking.com website, the Samaswai Hotel did not refund the amount to my credit card as promised. It is concerning if they failed to pay the commission for a third-party booking fee, potentially charging the full amount to my credit card unfairly. This could possibly be considered accommodation fraud and should be reported to the appropriate authorities in Colombia. I am requesting Booking.com to look into this matter and contact the Hotel for further investigation.

I made a reservation at the Holiday Inn in East Brunswick, NJ through Booking.com for December 15-16, with a confirmation number [redacted]. Despite changing the reservation from December 8-9 to December 15-16, I was charged for both stays. Following multiple calls to both the hotel and Booking.com, the issue remains unresolved and I have ended up paying twice for one night. Despite promises from Booking.com that a refund would be processed, nothing has been done so far. I am now requesting a refund of $[redacted].69 from Booking.com, as previously assured. Please contact me at [redacted] or send a check to my address at [redacted] Stone Rd, Westminster, Md. [redacted]. Your prompt attention to this matter is greatly appreciated.