Booking.com Customer Service Issues

I am extremely frustrated with the situation! We reserved a room through your company and were not informed about a $[redacted] deposit requirement. We were only told that we needed a photo ID upon check-in. Due to the mix-up with our reservation date, we are now left out in the cold because of this unexpected deposit request. Can someone please contact us promptly at [redacted]? Thank you.

On November 12, [redacted], I stayed at the Otto Beachfront Duplex and Spa in Brighton for one night. The accommodation was booked through your company. I paid a damage deposit of £[redacted] as requested by the hotel. Despite leaving the property in the same condition as when I arrived, I have not received the deposit back. I have attempted to contact both the property and your company via phone calls and emails without any success. My interactions with your customer service team have been unhelpful as well. The hotel claims to have refunded me, but this is not the case. I have been persistent in my efforts to resolve this issue, as I value my hard-earned money. I kindly request your assistance in retrieving the refund that rightfully belongs to me. Thank you for your attention to this matter. Sincerely, D Ebrey. Reference: [redacted].

On the 30th of May [redacted], I bought a two-night stay for two rooms at the Castaway Beach Inn & Resort in North Myrtle Beach, SC through booking.com (via mypoints.com). The total purchase amount was $[redacted].32. I'm struggling to receive credit for the points from mypoints and as I can't find the transaction paperwork, I kindly request a copy of the invoice for this purchase. Could you please provide a receipt copy with the purchase date and order number so I can upload it to mypoints to claim my points? You can reach me at [redacted] Thank you, Terry King from [redacted] Cone Ave, Apex, NC, [redacted].

Last week, I reserved a room at the Holiday Inn in Clemmons, but I was only there for a short time before leaving without disturbing anything. I spoke with the manager about a refund, but I have not received any response yet. I urgently need my money back. Additionally, while looking for your contact number on the website, I accidentally made another reservation that I do not need. Please cancel it promptly as I am currently financially constrained. Kindly contact me as soon as possible.

I accidentally booked through a different site instead of Marriot.com and now I can't cancel my reservation for their rewards program due to a family emergency. I need to reserve with Marriott directly. The confirmation number for the reservation is [redacted]. I've tried contacting Marriot Headquarters and Marriot Fairfield hotel but they can't assist since the booking was made through a UK company.

We made a reservation at the Grand Hotel Normandy in Bruges and followed all the regulations for the Euro Tunnel. However, the French border control, upon our arrival in Dover, did not allow us to pass through, even though it was clearly stated that transit through France was permitted. Our booking reference number is [redacted]. We kindly request a refund due to this unforeseen circumstance. Before our trip, we confirmed with the hotel that traveling to Belgium through France would not be an issue. We are truly disappointed by this situation and hope for your understanding.

Subject: Cancellation Notice Dear Catherine at Barn Hotel, It is with regret that I must cancel my upcoming visit due to my wife testing positive for Covid. We had planned the trip to visit my late brother-in-law's family in Ruislip before his funeral. Once we have the funeral date, I will need to rebook a room, possibly multiple rooms for my family. My apology for any inconvenience caused. I appreciate your understanding during this difficult time. Warm regards, Anthony W. I have spoken with Catherine, who kindly informed me that there would be no charges from the hotel as per our discussion. To Booking.com, I recently had to cancel a reservation due to my wife's positive Covid test. The hotel mentioned a full charge, but Catherine confirmed they won't levy any fee. I kindly request your assistance regarding a refund. Thank you.

I made a reservation at Ramada by Wyndham in Jacksonville, FL through Booking.com on Monday, December 27th, [redacted]. The booking was for a King Room for a total of $[redacted].99 for 2 nights, as confirmed. However, I was charged $[redacted].94 and given a room I did not request. I spoke with a staff member yesterday, showing him my confirmation on my phone, and was assured the issue would be corrected. Today, I followed up with another staff member who mentioned it seemed resolved, but the charge still shows as $[redacted].94 on my credit card. I would like to be charged the correct amount of $[redacted].99 as per my Booking.com confirmation.

I am experiencing an issue with my Booking.com profile on my iPhone app displaying a different email address than the one on the Booking.com website accessed via my laptop. When I try to update the incorrect email on my iPhone, I encounter an error preventing me from making the change. Moreover, the Genius level on the iPhone app differs from what is shown on the website. I have been unsuccessful in resolving this matter through email as the responses I receive inquire about a specific booking instead of addressing my profile concerns.

I recently made a reservation with Indigo airlines in India for Jan 17 and need to reschedule my flight. Unfortunately, the only way to reach them is through the phone. They lack a toll-free number in India and request international callers to use their UK number. The messaging service is unhelpful, always redirecting me to the phone line. Surprisingly, there's no online chat support available. It's baffling how an online platform can be so antiquated in today's digital age. This situation is incredibly frustrating.

Hello, I was comparing the upgrade options on your website, and it mistakenly processed the upgrade to £[redacted] instead of my original booking of £[redacted]. I spoke with the hotel, and they advised me to reach out to you to rectify this issue. I would appreciate your assistance in reverting back to my original booking. Thank you. - Madeline S.

I had a reservation at the Southwest Inn in Sedona, AZ for Sunday, 12/26 through Thursday, 12/27. Arrived around 6 p.m. but unfortunately had a disagreement with my wife, resulting in us leaving. I informed the office staff that we had to check out, and they mentioned canceling my reservation, but advised me to contact Booking.com for assistance with canceling and obtaining a refund to my card.

Due to a positive Covid case in my group, I had to cancel all my reservations. I received an email stating the hotel did not respond and asked me to reach out. I spoke to the hotel manager who approved the cancellation without any fees. They advised me to contact booking.com, but I haven't received a response from them. I sent emails to both the hotel and booking.com stating the manager's approval, but still no reply. Today is the day of my reservation. My confirmation code is [redacted]. I am Amy N., owner of Delvon Lamarr Organ Trio, and all reservations are under this name, booked by my assistant, Larson H.

Hello, I am a Booking.com customer. I recently made a reservation at Metropolitan Hotel in Belo Horizonte, Brazil, with reservation number [redacted] for July 1st, [redacted]. I used my card ending in [redacted] for payment. Although I received an email from the hotel confirming the reservation, they told me I have to pay at check-in. Concerned, I called my bank to verify the payment, and they informed me of multiple unauthorized transactions on the same card, starting from the day I booked with Booking.com. This is worrying as it was the first time I used this card. I have lost confidence in Booking.com and need this matter investigated urgently. Thank you. Sincerely, Luiz Fernando Campos Martins

Booking reference # [redacted]1 was for a taxi from Cancun airport to Occidental at Xcaret for my family. We arrived early at 12:03 PM and looked for the Me Transfers agent, as arranged. Despite searching for over 30 minutes, we couldn't find anyone with our name sign. Another representative directed us to look for someone in a pink shirt with Me Transfers on it but to no avail. By 1:25 PM, we hadn't found the driver and had to take a private taxi at a cost of $[redacted].00 USD. I have a receipt for this expense which I can share with you. I request a refund of this amount as we had to arrange alternative transport and lost vacation time. Thank you for your assistance with this issue. - Kenneth S. Bena

After checking in at the front counter for a two-night stay, I entered the room and was shocked by the poor condition of the property. It was clearly uninhabitable and should have been condemned. I promptly informed the front desk that I could not stay there under such conditions. Despite planning to tough it out for the first night due to the late hour on New Year's Eve, we knew we couldn't endure another night there. I checked out the next morning, with the promise that I wouldn't be charged for the second night. To my dismay, my credit card was billed $[redacted].57. It is unacceptable to subject guests to such circumstances. I am requesting at least a refund for the second night, which I immediately expressed to the front desk. Numerous other one-star reviews echo my concerns about this place's misrepresented photos and dreadful living conditions.

After checking in at the front counter for a one-night stay, I went to the room and was shocked by the condition of the property. It was unlivable and should not be occupied. I returned to the front counter immediately and expressed my concerns. Due to the late hour on New Year's Eve, we stayed for the night but checked out the next morning, as I could not bear another night there. Despite being assured that I wouldn't be charged for the second night, I was charged on my credit card. I believe it is unacceptable to subject people to such conditions. I request a refund for the second night as promised. There are numerous other one-star reviews that also describe the poor living conditions and show that the photos do not accurately represent the reality of the place.

I'm reaching out to share my disappointment regarding a recent hotel booking through booking.com. My reservation at the Hampton Inn, Boston Logan Airport for December 31 and January 1 had a flexible cancelation policy until December 28. Due to a flight cancellation, I canceled the reservation, expecting a full refund. After contacting the hotel manager, the cancelation was confirmed, but booking.com required written confirmation. Multiple calls to both booking.com and the hotel ensued, with conflicting information and promises of a refund. Despite these efforts, as of January 6, the refund issue remains unresolved. The back-and-forth conversations and lack of resolution have been incredibly frustrating and tiring, leading to deep dissatisfaction with the service received.

I've been consistently emailing Booking.com every other day about the same issue. Each time they replied, I provided the necessary information, but never heard back afterwards. After contacting their customer service, they claimed they couldn't reach me, despite my phone showing their emails. I cancelled a booking within 24 hours as per their policy for a refund within a week, yet it has been nearly two months without any money returned. I've reached out to them well before the first month passed, yet have not received any response to my follow-up emails with the required information.

I am experiencing a nightmare with my booking. Booking.com made a reservation through Priceline without my consent, combining a flight and hotel booking. Despite receiving an itinerary labeled Booking.com, the total cost indicated a vacation package. The itinerary assured free cancellation for the flight until Jan. 17th and for the hotel closer to the trip, with payment due upon arrival in Puerta Vallarta. However, upon checking my credit card statement, I found that the total trip cost was charged upfront, exceeding by nearly $[redacted]. Seeking clarification from Priceline multiple times revealed discrepancies between the itinerary and what was billed. Despite canceling the reservation, I am left dealing with the upfront charge and the additional $[redacted] fee before cancellation.