Booking.com Customer Service Issues

I made a reservation through your company for a room at EconoLodge Inn in Seaside, CA. The room is in poor condition, the bed is uncomfortable, the air conditioning doesn't cool properly, and the room temperature is excessively hot. I am disappointed that your company features this hotel on its site. I am very dissatisfied with my experience and would like a refund as I cannot get a good night's sleep here. We had to purchase our own fan, which should not have been necessary. Furthermore, there is no cable as advertised, and the Wi-Fi provided is extremely slow at only 2.4 GHz.

I recently dealt with AGODA regarding my cancelled booking at Trocadero Hotel Nice [AGODA [redacted]]. I am facing difficulties reaching Trocadero directly via email for a refund as we couldn't travel due to country restrictions, and it's unlikely we will in the future. I referenced the French Government's 'legal order No [redacted]-[redacted] of March 25, [redacted]' for cancellation refunds due to force majeure. Any help or guidance on this matter would be greatly appreciated.

The hotel amenities were misrepresented. We were promised a spa tub, but there was none available. The supposed full breakfast was just a brown bag with a stale muffin, banana, granola bar, and warm water. The initial room provided was on the second floor without an elevator, and the hallway smelled unpleasant. The staff moved us to a different building due to cleanliness issues; they even had to vacuum the room. The hotel's capacity was supposed to be 25%, but it was actually at 50%. We feel deceived and request a refund. Please take action to address these issues and refrain from misleading your guests.

I had booked V1935 Luxurious Apartments in Athens from 21/6 to 23/6 and Kimpton Clocktower in Manchester originally on 8/5 but moved to 4/9 for an extra charge of £60. Due to closures, both bookings were canceled, yet I have not received any refunds. Although promised a refund for the Manchester booking within 3-7 working days on 19/6, I have not been refunded. Despite understanding the current situation, I feel unsupported by the lack of communication and assistance from the company. I expressed my inability to lose the money and was willing to change dates. This situation, along with a family loss and my mother's hospitalization, is causing me immense stress. I seek guidance on this matter. My booking references are [redacted]60 and [redacted].

I made a reservation through booking.com for an Oxford University alumni conference at the Radisson Blu Hotel in Berlin from March 20th to March 22nd, [redacted]. Unfortunately, the dates were changed due to the coronavirus situation. My confirmation number is [redacted] under the name of Miss Stella V. Furlong. I haven't seen any charges on my debit or credit card. When I canceled, I was asked to select new dates immediately, but unsure of when it would be safe to travel, I chose November 21st to November 23rd, [redacted]. I haven't received any confirmation for the original or new dates. I would appreciate a refund if payment was processed or information on when I can rebook. I trust we can resolve this smoothly as we have in the past. Looking forward to your response. Thank you, Stella F.

I have been contacted by customer service regarding my booking details, and I responded to accept the changes. However, the booking has not been updated yet. I believe there has been enough time for this change to be made. I understand the current circumstances, but I kindly request that it be actioned promptly. Thank you for your assistance. Booking.com Confirmation number: [redacted] PIN code: [redacted] Dear Martin Foster, Thank you for choosing Booking.com. We need to inform you about a rate adjustment for your reservation at Boyne House Guest House. The correct rate for 3 nights for 2 guests is [redacted] GBP, not [redacted] GBP. Please confirm if you accept this change, and we will update your booking accordingly. Feel free to reach out with any questions. Kind regards, Lester Martin L. Booking.com Customer Service Team

Hello, I was advised by Booking.com to reach out to the accommodation directly regarding a potential refund due to COVID-19, despite their no-refund policy. I have included the response below, copied and pasted for your review. Can you please process the refund? Thank you, Fran Mclelland Reply from Chateau On The Park - Christchurch, A Doubletree By Hilton: "Dear Fran, Thank you for contacting us. I have canceled your reservation at no charge. Please request the refund directly from Booking.com as it is a prepaid booking through your travel agent. We look forward to accommodating you in the future. Let us know if you need further assistance. Kind regards, Chateau on the Park, a DoubleTree by Hilton Christchurch" Reservation Details: Guest name: Fran McLelland Check-in: Wed 23 Sept [redacted] Check-out: Thu 24 Sept [redacted] Property name: Chateau On The Park - Christchurch, A Doubletree By Hilton Booking number: [redacted] Total guests: 2 Total rooms: 1 © Copyright Booking.com [redacted] This email was sent by Booking.com. Booking.com will receive and process replies. The content of the message from Chateau On The Park - Christchurch, A Doubletree By Hilton was not generated by Booking.com. Why did I receive this message?

Due to Covid-19, we unfortunately had to cancel our reservation. Following orders to shelter in place, we couldn't travel. Despite numerous attempts to contact Booking.com, we haven't been able to reach anyone for assistance. We would appreciate a refund to address this matter, but we are open to receiving a credit for future travel if necessary. Having paid in full and receiving nothing in return is a disappointing result of the current pandemic, and our cancellation was not a matter of change in plans.

I booked a room expecting a king-size bed and a flat-screen TV as shown in the pictures online, but upon arrival, the room did not match the description. Despite my booking, I was given a double bed room with bed spreads full of holes, mold in the bathroom, and a dirty bathtub and toilet. The staff at the front desk were unhelpful and rude, and it took multiple attempts to address the issues with no satisfactory resolution. The room was not what I had reserved, and the hotel's condition was disappointing. I am requesting a full refund as soon as possible as I have not used the room and the experience has been upsetting, especially considering the recent passing of my father. I hope the hotel can rectify this situation promptly and provide better customer service in the future.

I would like to inquire about the possibility of receiving a refund for my booking at Boavista 47 from August 16th to 26th, [redacted], under Confirmation Number: [redacted]70. I booked this property on February 14th, [redacted]. Due to the ongoing Covid-19 pandemic, our travel plans have been impacted. I have reached out to the property directly following the instructions on your website. They have informed us that they do not require any payment if we decide to cancel. However, since the payment was made in full to Booking.com back in February, they advised us to contact you regarding a refund. Given the current travel restrictions, we would have to quarantine for two weeks upon returning to Northern Ireland from Portugal, which is not feasible for us. Some members of our group, including healthcare workers and someone from the USA, also face travel restrictions. This message is not a cancellation request but a query about the potential outcomes if we are unable to proceed with our trip. Thank you for your understanding.

I have made modifications to my booking, and here are my two inquiries regarding the changes made: 1. The confirmation I received indicates that €[redacted] will be charged on 21 August, but the villa won't be rented until April [redacted]. I want to confirm if this charge is accurate since I understand the full refund policy until 30th March [redacted]. I prefer not to be charged before accepting the €[redacted].36 amount. Please verify this information. 2. The villa owner prefers cash payment for the booking, which is acceptable to me. How will this affect the credit card charges? I eagerly await your response.

Good Evening, We unfortunately did not receive our confirmation email as the email entered when we booked was incorrect. The email provided was [redacted] It should have been [redacted] The account has since been updated to [redacted] in an attempt to find the information that we missed; however, the website does not show any bookings under my account. The booking was processed on my credit card, and I am able to view the charge on my account. The accommodation name is Apartment Vlatka at Tudorski Put 18a, [redacted] Trogir, Croatia. It is a Studio Apartment with Sea View. We are booked in from 16-30 Aug, [redacted]. The booking was made around 21:25 CEST on 19 July, [redacted]. We have tried calling booking.com, but are unable to connect with a service representative without entering a confirmation number and pin code, which is not listed on our account. Please advise on our next steps. - Jennifer S. and Donald R.

I didn't receive a confirmation or pin number after booking a room through my iPhone at Manistee Hotel. I was charged for the room but canceled five minutes later. An agent at the hotel confirmed the cancelation and assured me of a refund. The reservation was for 7/8/[redacted], 1 night, for $84.91. My booking.com account doesn't show the reservation. I've tried contacting but no resolution. Please assist me with this matter to help me get my refund. Thank you.

I made a reservation for a seven-night stay at the Stirling Highland Hotel in Scotland from September 4th to September 11th, [redacted]. I booked a Deluxe Double Room with breakfast for two people on June 25, [redacted]. I paid the full amount of £1,[redacted].13. My reservation number is [redacted]. However, the hotel informed me that I actually booked a Standard Double Room instead. I would appreciate it if you could look into this matter with the hotel and inform me of the outcome. Thank you, Mr. A. Whatmore.

Good afternoon, I am writing to express my strong complaint regarding the mistreatment I have received. Due to an unforeseen illness of my partner related to Covid-19, our planned vacation had to be canceled last minute. I promptly cancelled our reservations with Hotel Miracielos (booking number [redacted]) and Hotel la Molinuca (booking number [redacted]), yet I was charged €[redacted] and €63 respectively. I kindly request a full refund of these charges as I informed the establishments in a timely manner about my situation. With nothing else to add at this time, I await your prompt resolution. Warm regards, José Aporta Estévez

I recently made a reservation for 2 rooms at Stay Express Inn and Suites in Demoplis, Alabama, from July 22 to July 25, for 3 days. However, I had to leave the hotel due to the rude and unpleasant behavior of the owner, which led me to contact the Law Enforcement (Case #[redacted]2 Demopolis Police Dept) regarding the owner's conduct. We were advised by law enforcement to seek accommodation elsewhere. The owner was rude right from the check-in process, informing us that local guests were not permitted to visit us at the hotel. I immediately lodged a complaint with Booking.com on July 23. The owner alleged that I mistreated the housekeeper, while in reality, I simply inquired about the towels handed over to her. Given the owner's behavior, we decided to leave before the check-out time at 10 am. The owner insisted that Booking.com issue us a refund for the 2 unused days for both rooms. I have been a satisfied user of your services in the past but was dismayed by the treatment we received from the owner, which made us feel like we were transported back to the 1950s.

The blinds were mostly broken, kitchen hood wasn't working, shower head wouldn't stay in place, shower screen kept falling off due to suction cup issues, apartment door lock was difficult to close properly, and the terrace lacked privacy due to noisy youths at the nearby park bench from 4:30 pm till late at night. The biggest issue was choosing this apartment mainly for the pool, which we confirmed with the agency beforehand. Upon arrival, a sign stated the pool was closed, a decision made by the building's community, not disclosed earlier. Despite multiple complaints, no solution or compensation was offered. They charged the same rate for a pool-less apartment, not providing any compensation or resolution during or after the stay. Only an early check-in and late check-out were promised for the next booking, which seems inadequate given the inconveniences faced. Moreover, the on-site agent couldn't offer further compensation, suggesting a brief swim in their pool as a token gesture after our stay had ended - very disappointing.

I had booked reservations for a motel in Lancaster, PA, for a mother and daughter reunion. However, I later found out that my brother was visiting from North Carolina to see our Mom. Since our Mom hasn't seen him since our Dad passed away recently, we need to cancel our booking. I always choose a free cancellation option and pay at the property when booking. I want to receive a refund. After emailing the booking company and being directed to the motel, I contacted them twice today, but they are still looking for answers. I had a similar issue a few years ago regarding a booking with incorrect information about a pool. Despite eventually getting a refund, it was difficult. Recently, I had a great experience booking in Hershey, PA, thought I would book with them again. I seem to have mistakenly selected a non-refundable room this time. Can you assist me in obtaining my refund? Thank you, Kim R.

I am concerned about the safety and service at this property. Last night, there was a homeless person loitering outside, making us feel unsafe. Additionally, despite notifying the hotel in advance that my friend would be arriving first, she was not allowed into the room without my physical presence, resulting in a long wait. When we finally got a room, it was clear someone had used it without being cleaned. Although they gave us a different room, we were disappointed to find there was no fridge as expected. Safety is a significant worry, especially since I will be staying alone for three days starting Saturday, and my friend is uneasy about leaving me. The room itself has issues, including water leaking in when it rains, a TV with no channels or connection, and a lack of advertised free wifi. We would like to check out immediately and find a different hotel for the rest of our stay.

Hello, I would like to address an issue regarding one of my bookings on your website (booking BDC-[redacted]) that got cancelled due to covid19. I received a virtual refund of £58 for this booking. I currently have another reservation at the Safestay Hostel in York starting this Saturday (CONFIRMATION NUMBER: [redacted]) and I am required to pay £62 on the day of arrival. Can you assist me in transferring the £58 virtual credit to Safestay Hostel in York so that I only have to pay the remaining £4? If a transfer is not feasible, could you please provide guidance on how I can obtain a refund of £58 for my cancelled booking (BDC-[redacted])? Can this amount be transferred back to the bank account it was initially paid from? If not, what is the deadline for utilizing it as a credit note for future bookings on your website? Thank you for your attention and assistance. Best regards, AK