Booking.com Customer Service Issues

I had plane reservations and a motel room booked for this weekend, 1/14-1/16, in Boise, Idaho, coming from SFO. I was exposed to COVID-19, so I got tested, and unfortunately, the result was positive. When I tried to reschedule, I was on hold with customer service for over an hour only to be informed that it was not possible. The motel directed me to Booking.com for rescheduling, but I was unable to get any assistance from either party. Despite being asymptomatic and vaccinated, I still contracted the virus. I lost money on the tickets and the hotel booking, and I feel frustrated that I couldn't reschedule. Doing the right thing doesn't always feel rewarding. I am hoping to find a solution to reschedule my flight and motel if there's any possibility to do so. Thank you.

Hi there, I made a reservation at Kervanchi Hotel through Booking.com from December 30, [redacted], to January 6, [redacted]. Unfortunately, upon arrival, the hotel was not suitable for my family. There was loud music from restaurants nearby all night, causing my 1-year-old child to have trouble sleeping. Additionally, the cleanliness of the place was subpar, as my child's hands would gather dirt just from crawling. I relied on Booking.com's quality rating for this hotel, but I was thoroughly disappointed with my experience. I requested a free cancellation and a refund from the owner. Although he initially refused, we eventually agreed on a 50% refund. However, when I went to collect the refund as agreed, the owner denied me. This led to a frustrating situation where I had already booked another place and paid for it based on the promised refund. The owner's behavior was also rude, and he later canceled my booking without issuing the refund. I am unsure where to file a complaint regarding this matter as the property's Booking.com page portrays a different reality from what I experienced - noisy and unclean conditions with a foul smell. Despite the owner's condition of giving a 10-point review for the refund, I complied in desperation to retrieve my money. I am left disappointed and seeking advice from Booking.com on how to proceed with obtaining a refund. Thank you, Fadheela

Subject: Urgent Refund Request for Inadequate Accommodation Dear Property/ Bookings.com, I am reaching out to express my dissatisfaction with the accommodation provided during my recent stay. The booking I made specified a deluxe apartment with 2 bedrooms and 2 bathrooms. However, upon arrival, I was allocated a 1-bedroom apartment without the additional amenities promised. Sadly, the lack of appropriate bedding, unsanitary conditions, and poor response from staff made our stay incredibly challenging. Given the circumstances that forced us to relocate last minute with an infant, I kindly request a full refund for the substandard accommodation. I have attached photographic evidence of the discrepancies between what was reserved and what was provided, highlighting the unhygienic and inadequate living conditions we encountered. I trust that you will address this matter promptly and ensure a resolution that reflects the inconvenience experienced during our stay. Best regards, [Initials]

I attempted to make a reservation at the Hawaiian Inn in Daytona, FL, but did not receive a confirmation email with my reservation details. Despite multiple attempts to have it resent, I still did not get the necessary information. Upon checking my progress on booking.com/help, I realized my registration was only 10% complete and opted to delete it. However, the hotel informed me the booking was still active. Due to not being able to reach you by phone, I am requesting that my reservation for February 13th - February 18th be promptly canceled as I am unable to attend. Kindly remove this booking from the system to avoid any charges and confirm the cancellation via email at [redacted] Thank you, Paula Brain

I made a reservation and paid for a hotel I often stay at. Upon arrival, I was informed that there was no record of my reservation. Despite my payment, I was left without a room. Over the weekend, there's no manager available to resolve the problem as they do not work weekends. I find myself sleeping in my car in the cold because neither the booking platform nor the hotel are willing to assist me, making me feel at fault for the situation.

I have been attempting to contact [redacted] but have been unsuccessful. Every time I input my confirmation number and then my PIN, the system repeatedly asks for my PIN about 5-6 times and refuses to accept it. This is frustrating. I need assistance with the phone system. I called to cancel a reservation at The Beeman Hotel on 12/21/21, and I am due a refund. Despite my conversation with Oliver on 1/20/22, who claimed the reservation was not cancelled, I have not received the refund. After being informed by a representative that I couldn't modify my reservation dates, I followed instructions to cancel the reservation and made a new booking on the hotel website. However, Oliver stated that the cancellation does not appear in the system. I fulfilled my part based on the employee's guidance, and it is not my responsibility if the reservation was not properly cancelled. I wish to escalate this matter to a manager or supervisor as my attempts through online chats and phone calls with booking.com have not resolved the issue. My confirmation number is [redacted], and my PIN is [redacted].

Hello, I want to share with you our recent experience at The Richmond Hotel (Liverpool) from 8th April to 10th April. Unfortunately, the hotel closed, leading to the cancellation of our booking made through your platform. We reached out for support, hoping for assistance in finding an alternative accommodation or receiving compensation given the increased prices due to the Grand National weekend. The hotel's response revealed that they decided to remain closed permanently since November [redacted], shifting the responsibility to cancel our booking to Booking.com. The delay in informing us left us in a challenging situation with soaring prices. We seek your understanding and hope for your assistance in obtaining compensation.

I made an early reservation on Booking.com, which was confirmed. However, a day before my arrival, the apartment couldn't confirm my booking. I made two more reservations, which were also confirmed but later canceled. Even my third reservation with Proseco Homes faced the same issue. After contacting Booking.com, they insisted that Proseco Homes provide an alternative reservation before canceling my booking. The representative, Mr. Adewuyi Tolulope, arranged a reservation with a refundable deposit. Upon checkout, I didn't receive the refund as Mr. Adewuyi claimed he wasn't paid by the property manager. Despite informing Booking.com about the situation, I can no longer access my chat history or contact them. I seek your assistance in resolving this matter. Thank you. Alice

I recently booked a room at the Santa Sophia Hotel for Jan 26-Feb 5. Upon arrival, we were shocked by the condition of the room. The room was very small, had a broken mirror above an old cabinet, lamp shades were broken, furniture was old and scratched, the TV was small, and the bathroom had an old, stale smell with no bathtub as advertised. The room did not match the description on booking.com, which mentioned an "elegantly decorated room." We checked out within an hour and were advised by reception to contact booking.com for a refund. Please assist us in resolving this issue and recovering our money. Thank you.

Hello, I have been experiencing issues with my account, leading to constant blocks and requests for identification. Whenever I try to create a new password, my account gets locked. The process involving Pulse authentication directs me to log in to the extranet, and vice versa, but I cannot access either to verify my identity. I am currently staying in Turkey for a few weeks, and despite receiving a booking notification, I am unable to log in to either the extranet or Pulse. Unfortunately, I am also unable to use my mobile phone here, and there is no Turkish customer service available. I am the owner of a holiday apartment - [redacted]. I am unaware of the specific details of the booking, and I am unable to respond via email. This situation is causing a significant issue as I cannot provide accommodation for the guest. I am currently unreachable on my mobile number, and I cannot spend hours waiting in a telephone queue in Germany. Best regards, Heidrun T. Ruhrhome Holiday Apartment in Witten

Hello, I wish to inform you that a booking was made at villa "Poilsis Pušyne" for January 29, [redacted], for one night under booking reference #[redacted]. The villa was reserved for 5 adults and 3 children (ages 2, 3, and 4) with an advance payment of €[redacted].81. Unfortunately, upon arrival, we were shocked to find the property already occupied by other guests. Upon contacting the property owners, they mentioned a lapse in checking their bookings, allowing their relatives to stay at the villa instead. This situation left us stranded in town with 3 young children, forcing us to search for alternative accommodation, which proved challenging due to special events. We eventually found hotel rooms at a higher cost than the villa reservation. Given the circumstances, we believe a refund of €[redacted].81 and compensation for our inconvenience is necessary. We trust you will address this matter promptly. Sincerely, Edita

Hello, I reserved a stay at Rock Cottage in Mabalingwe for my family, consisting of 3 adults and 3 children, with the youngest being 2 years old. Upon arrival, we received unexpected information about Mozambique cobra snakes being present on the property, which was concerning, especially with minor children present. The lack of prior warning made the situation unsafe for the kids, prompting us to leave in the middle of the night to ensure their safety. Additionally, the welcome we received was lacking, as we had to wait for Lynette to guide us to the property after calling multiple times. Overall, the experience was unpleasant, and I cannot recommend this location to others. I have already settled my accommodation fees, breakage fee, and housekeeping charges. I kindly request a refund of R [redacted], R [redacted], and R [redacted] from Lynette. Thank you, M.L. [redacted]

I had a reservation at Hyatt Place North Raleigh Midtown for Jan 24th and Jan 25th, with reservation number [redacted]. On Jan 24th, my wife's surgery at Duke Hospital was cancelled due to Covid issues. Booking.com assured me that if Hyatt agreed, there would be no charge for the cancellation. However, I noticed a $[redacted].00 charge on my credit card from Booking.com. Hyatt's manager, Marva Spells, mentioned their policy against charging for Covid-related cancellations, while Booking.com has different rules. I seek clarification on the penalty for last-minute cancellations due to Covid at Duke Hospital. I hope this issue can be resolved without any costs. Thank you. - Eric H.

Recently, we made a reservation for a holiday in Airley Beach through your website. Despite being told that the room was available, after submitting the credit card details and confirming the booking, we were informed that there were no rooms left. Consequently, we had to reserve another property on your site using my partner's credit card due to the funds being deducted from my account. An email was received, mentioning that the refund would take 7 to 12 days, leaving my credit card maxed out and unusable for work expenses. It is crucial for the refund to occur promptly as it is unjust to take money for a service that is unavailable. The booking reference provided is 1eefcfda-111c-46e3-a3ff-604dc0f5d223. Kindly process the refund at your earliest convenience.

On December 6 and 7, [redacted], my spouse and I lodged at the Hollywood Inn Express LAX in Inglewood, California. The booking confirmation number was [redacted].[redacted].[redacted] and pin code [redacted]. Then, we stayed again from December 18-21, [redacted] with confirmation number [redacted].[redacted].[redacted] and pin code [redacted]. I reserved these stays on November 22, [redacted] with agent Eli at 8:40 PM EST. Initially, I expressed my concern to the agent about the international call charges. Despite being assured by Eli that there would be no charge due to the "VPN" System used by booking.com, I was billed $99.50 for the call to the United Kingdom and a Fed Universal Service Charge of $29.36, totaling $[redacted].86 on my Verizon invoice from December 16 to January 15, [redacted]. I am requesting a full refund of $[redacted].86 as promised by the agent to rectify this error. A prompt refund from booking.com would resolve this matter fairly. I appreciate your attention to this issue. Thank you. Regards, Mary D. D. Home Telephone: ([redacted]) [redacted] Email: [redacted]

Upon arrival at Studio 13 Durban North, our booked accommodation, we were disappointed to find a dirty, smelly room with unkempt bedding and a bed with knots. The lack of privacy and view of the guest backyard added to our discomfort. The host even unexpectedly left her child with us without explanation. After attempting to contact her multiple times without success, we mutually agreed that I should seek alternative accommodation, for which I had to pay extra. While the host promised a full refund, Booking.com's confirmation only mentions a 50% refund. The listing on Booking.com did not accurately represent the actual conditions. This experience has left me dissatisfied and hesitant to use Booking.com in the future. I strongly urge Booking.com to investigate the discrepancies and consider a full refund.

Hello, My name is Antonio Aguiar, and I made a reservation at Lisbon City Hotel for three nights from January 29th to February 1st through Booking with confirmation number [redacted]. Initially, I was informed that changes to the reservation would not incur additional charges. I needed to shorten my stay by one night, not change the dates. Despite this, Booking's response mentioned lack of availability for the requested dates, which was not the case since I was only reducing the booking, not altering the dates. I kindly ask for a review of this issue to rectify the discrepancy. I expect a refund for the two nights I will not be staying, in line with Booking's policies and the initial information I received. I hope for a prompt resolution that upholds the reputation of all parties involved. Thank you for your attention to this matter. Best regards, Antonio Aguiar

This is my second attempt to get some assistance. I am hoping for a phone call regarding my booking number 79358SC006771. I was looking for a Suite for these specific dates using Sabre, and while browsing on Booking.com, I came across various offers. Regrettably, I mistakenly booked a regular room instead of the Suite I wanted. Upon realizing my error, I promptly canceled the reservation. However, I did not receive a cancellation number, leading me to discover that it was a non-refundable room. I kindly ask if it would be possible to transfer the funds from the canceled booking to the available Suite reservation for March 21st for a 3-night stay. Thank you in advance.

It appears I am experiencing reception issues with my computer as I have not received the booking CONFIRMATION for the flights (Vueling) or for the hotel stay (Eurostar Malaga). I contacted the hotel and they provided this Ref: [redacted]. Please send the confirmation to the following address: [redacted] Thank you. Regards, E. G. Collado. Note: The problem may be due to an incorrect email address on file. The correct email address is: [redacted]

I made a reservation on what I thought was the hotel website but it was actually booked through booking.com. The hotel has the reservation, but I never received a confirmation email. When I tried to resend the confirmation email through booking.com, it failed. I have the confirmation number from the hotel, but I'm missing the PIN included in the confirmation email. I need to cancel today, but I can't reach anyone without the PIN. I emailed them yesterday with no response, and I am worried about being charged on my credit card.