Booking.com Customer Service Issues

Archive 116

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #116. It includes a selection of 20 issue(s) reported February 9, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have tried contacting Booking.com numerous times regarding our stay at 3 Sea Breeze Clacton on 31st July [redacted]. We booked a one-night stay for £58 but were unable to stay due to a non-functional bathroom in our room and the lack of breakfast as advertised. The cafe breakfast was unsatisfactory and ruined our wedding anniversary. We have yet to receive a refund on my husband's credit card for the booking. Our confirmation number is [redacted], and the pin code is [redacted].
Reported by GetHuman7107422 on Wednesday, February 9, 2022 6:40 PM
I am requesting a refund for my recent booking at the Sea Breeze hotel in Clacton, Essex, England. We decided not to stay at the hotel and are waiting for a refund of £58. Please contact me at [redacted]8 as I have also sent an email. My name is Caroline Burt. Thank you.
Reported by GetHuman7107422 on Wednesday, February 9, 2022 6:48 PM
I submitted my complaint through the Booking app, but have not received a response. I purchased tickets from Barcelona to Bogota, Colombia, with baggage included for February 4th at 3:00 pm. Reservation TF863K. Surprisingly, Avianca charged me [redacted] euros because Booking allegedly booked excess weight, which is not the case. The flight was purchased with baggage included. I need a refund of the baggage fee.
Reported by GetHuman7108086 on Wednesday, February 9, 2022 9:54 PM
I am greatly disappointed by my recent stay at Tarpon Inn. The confirmation number for my booking was [redacted] with a PIN code of [redacted]. The advertisement was misleading as the outside of the motel was in poor condition, with stairs that reeked of urine. The bathroom was tiny, and there were individuals who seemed homeless hanging around on the second floor. This experience was terrible, and I am seeking a partial refund of $[redacted]. We had to relocate to a Quality Inn, paying the same rate for better accommodations. The property, advertised as an inn, turned out to be an old motel with outdated facilities. The room was not what was promised - it was supposed to be a studio with a lake view, but instead, it was a cramped room accessed via outdoor stairs. This was particularly challenging for my husband who has COPD and struggles with stairs. I feel misled and disappointed, and I will not be using Booking.com again due to this experience.
Reported by GetHuman7113041 on Friday, February 11, 2022 2:59 PM
I'm unsure about what happened. Despite making many bookings, this time I encountered a confusing situation on my screen. I can only speculate about the cause. The only clues I have are two conversations - one with my bank's technical department and the other with MasterCard's technical team on Sunday. On Saturday, my bank card got blocked due to a fraudulent attempt to withdraw money, possibly related to the screen issue. The timeline points towards a link with my booking, but it doesn't involve Booking.com. We book through Booking.com with various hotels, where we provide our card details. Customers must be aware of this process.
Reported by GetHuman7115848 on Saturday, February 12, 2022 1:38 PM
I had a dreadful experience with my booking not being recognized by the hotel. It truly ruined my holiday. Sadly, the agents at booking.com did not handle the situation well, leaving me waiting for 2 hours. I'm requesting fair compensation for this disaster. When I arrived at the hotel for check-in, my confirmed reservation was not in their system. Being a religious Jew, the timing was crucial for me as my holy day started at 5:00 pm, and I arrived at 3:00 pm. Despite contacting booking.com, the delay was stressful. They kept assuring me they were working on it, but time was slipping away. The last-minute relocation offer came at 4:55 pm, 5 minutes before my religious observance began. This was highly inconvenient as the hotel I booked had specific religious accommodations I needed. The lack of swift action and unhelpful responses from booking.com agents caused me immense distress. I am not simply requesting a refund for the room I never received; I am asking for compensation for the distress and mistreatment I endured. This was a significant ordeal, and I hope for a gesture of goodwill to make up for the unnecessary anguish.
Reported by GetHuman-ykorny on Sunday, February 13, 2022 7:22 PM
I made a reservation on February 14 at approximately 9:30 p.m. for a room at Park Inn by Radisson in York for Thursday and Friday, February 17 and 18. However, I have yet to receive a booking confirmation. Could you please confirm if the booking has been successfully processed? Considering the upcoming stormy weather and the challenges of traveling, I would like to inquire about the possibility of changing the reservation to alternative dates. Could you inform me about the availability for a different two-day stay? Both my partner and I are 85 years old, and I possess a disabled parking permit. Given the weather conditions and my limited mobility, it would be difficult for us to enjoy our visit during this period, especially since we were looking forward to exploring the Shambles.
Reported by GetHuman7125915 on Tuesday, February 15, 2022 11:40 PM
On my credit card statement, there was a charge of CHF [redacted] made on 19.4.[redacted] with the description "hotel on Booking.com Amsterdam NLD, Hotel, 18.4.[redacted]". Unfortunately, the hotel name wasn't specified, and the hotels I've reached out to have confirmed that it wasn't related to them. I tried to attach a screenshot of the credit card statement, but I couldn't upload it here. Could you please clarify the nature of this charge and if it's a mistake, kindly refund the amount back to my credit card account.
Reported by GetHuman-tinenoi on Wednesday, February 16, 2022 9:57 PM
I recently inspected a property in Dalmeny, NSW, Australia, advertised at $1,[redacted].00 AUD. The following morning, when attempting to make a reservation, the total came to $1,[redacted].00 AUD (unaware at the time that the booking was through Booking.com). I am puzzled by the $[redacted].00 AUD difference, particularly since Booking.com claims not to apply any additional charges. I would appreciate a straightforward explanation without the need to redirect me elsewhere.
Reported by GetHuman-ojebbin on Thursday, February 17, 2022 4:01 AM
Regarding: Complaint about the booked hotel "Pousada Boi Bumba Praia" My nephew, Leon Santos Costa, booked a hotel in Joao Pessoa-PB, Brazil for us via Booking.com (Booking.com Code: [redacted]). The total price for four nights was [redacted].00 Reais with a [redacted].00 Reais deposit paid on 19.11.[redacted]. Upon check-in on 30.12.[redacted], we discovered the room rate displayed at the hotel was significantly lower than the internet price we were charged ([redacted].00 Reais per night). Despite staying only one night, we did not receive a refund for the difference between the daily rate and the deposit. Apart from the price discrepancy, we found several issues with the room. The balcony was inaccessible, the lighting was poor, electrical outlets were not connected, there were no bedside tables, and the bathroom had safety concerns. The room did not meet our expectations based on the price paid. We booked a double room but were given a triple room without explanation. We hope Booking.com can assist in resolving this matter promptly. We have submitted this complaint and accompanying photos to Booking.com but only received a response directing us to the help page. We are eager to escalate this matter and would appreciate a direct contact for submitting our full complaint.
Reported by GetHuman7130309 on Thursday, February 17, 2022 11:15 AM
Subject: Urgent Request to Cancel Club Ten Resort Account Hello, I am reaching out to urgently request the cancellation of our account on your website. We are a timeshare resort and being listed on your platform does not align with our business needs. The property details are as follows: Property Name: Club Ten Resort Contact Person: Club Ten Company Name: Individual Entrepreneur Club Ten Address: 60 Com We recently received a booking which we need to cancel, along with the removal of our listing. This matter is of utmost importance to us. Warm regards, S.R. Manager Club Ten Shareblock Limited Registration Number [redacted]/[redacted]/06 Tel: [redacted] Please note: This message is confidential and intended only for the recipient. Unauthorized access or distribution is prohibited.
Reported by GetHuman-clubten on Friday, February 18, 2022 6:54 AM
Dear Booking.com, I made a reservation at Umi Hotel, Iceland, with the following details: Name: Marco Yonathan Hidayat Confirmation Number: [redacted] Check-In: Feb 19th, [redacted] Check-Out: Feb 22nd, [redacted] Room Type: Standard Double Room with Sea View We're currently unable to reach the hotel due to road closures caused by bad weather. We kindly request to cancel our first night stay on Feb 19th and receive a refund for that night. Once the road reopens, we plan to check-in tomorrow for the remaining two nights (Feb 20-22). Thank you for your understanding, and we await your prompt response. Best regards, Marco Yonathan Hidayat. Contact me at [redacted]
Reported by GetHuman7138139 on Saturday, February 19, 2022 8:05 PM
I would like a refund for reservation no. [redacted] that was not honored. I booked a studio from February 8th to 9th in La Trinité, Martinique, but upon arrival, we couldn't locate the place. The host informed us he no longer worked with Booking and wouldn't accommodate us. With the help of locals, we found a last-minute reservation at Residence Océane in Caravelle for [redacted] Euros, which was over budget. A similar situation occurred on February 5th to the 6th with Vitamin Bay and Sea in Baie des Mulets, reservation no. [redacted] under my friend Mario Ouellet's name. The host was absent, and the following day, she mentioned not collaborating with Booking yet we had already paid. This was an unexpected experience with Booking, complicating matters during peak season. We anticipate a refund for these two unfulfilled bookings. Thank you for your assistance! Marie-Josée B. [redacted] Quebec, Canada
Reported by GetHuman7139622 on Sunday, February 20, 2022 1:24 PM
On November 17th, I made a reservation for a one-night stay at Travelodge Skeeby Richmond in North Yorkshire for November 27th. Unfortunately, the hotel was closed due to a storm, and despite being informed that a refund would be issued to my bank, I have yet to receive it after multiple inquiries spanning the last three months. After contacting the hotel, I discovered that the refund was sent to Booking.com around January 13th. When reaching out to customer service, I was asked for a confirmation number ([redacted]) and a PIN, which I no longer have as I deleted my booking after receiving confirmation from Travelodge. I'm puzzled as to why Booking.com did not refund me upon receiving the funds from Travelodge. This experience has left me disappointed, especially since I am a regular user of Booking.com. - R.H.
Reported by GetHuman7139809 on Sunday, February 20, 2022 3:08 PM
I recently completed my stay at a property booked through Booking.com and am highly dissatisfied with the accommodation provided to me. The room was unclean, lacked adequate water pressure, had cobwebs throughout, and leftover dirty clothes and bottles. Additionally, there was stagnant water in the sink, a non-draining shower, a malfunctioning light, and a door that didn't lock as promised. The cleanliness was subpar, and amenities were lacking with no spare toilet paper, unclean towels, and scarce supplies. Despite my busy schedule, returning to such conditions, including cold showers, was disappointing. For the price of £40 per night, I expected a much higher standard. I hope for a resolution, possibly a partial refund, as the experience felt like a waste of money. I possess evidence in the form of photos and videos if necessary.
Reported by GetHuman-anasezu on Sunday, February 20, 2022 7:39 PM
Hello. My family and I were driving from Los Angeles to Sacramento with four kids. While searching for available rooms, all hotels in the area were fully booked. Eventually, at 11:00 pm, I was able to secure two rooms at the DoubleTree for the night of February 19th through Booking.com. Upon our late arrival at 11:45 pm and attempting to check in by midnight, the hotel informed us that the reservation was actually for Sunday, not Saturday, and they had no rooms available. Frustrated, we had to search for accommodations elsewhere and ended up finding rooms at The Quality Inn at 1:20 am. Kindly consider refunding the $[redacted].00 as this was a significant amount of money for a room that we were unable to utilize. I plan to contact the hotel directly to address the issue. Thank you for your attention to this matter.
Reported by GetHuman7140536 on Sunday, February 20, 2022 8:35 PM
I reached out recently regarding my booking [redacted] at Blue Water Pearl, Flic en Flac. I would like a reduction in the payment due to the disruption caused by ongoing construction of a swimming pool above our unit from February 13th to February 25th. Despite being initially unaware of the construction, the noise and disturbance from 9 am to 5 pm daily made our stay unpleasant. The owner failed to inform us beforehand or provide suitable accommodation alternatives. We were promised reduced noise, but it persisted, breaching our agreement. We are disappointed as travelers from Europe expecting holiday conditions, not a building site. I contacted your chat service for assistance, but no progress has been made. Please address this matter with the owner promptly. We have been loyal users of your platform and hope for a resolution soon. Thank you.
Reported by GetHuman7141531 on Monday, February 21, 2022 8:19 AM
Regarding Booking.com Reservation: Confirmation No. [redacted] I received a confirmation number directly from the hotel as I did not receive an email from booking.com with the confirmation and pin number. As I am unable to access the system to cancel without the pin, I kindly request for the reservation to be cancelled. The hotel insists on the pin but I have not received it via email, and the email they have on file is not mine. It would be greatly appreciated if someone could assist in cancelling this reservation. -Susan G. Colorado Springs, CO [redacted]
Reported by GetHuman7143655 on Monday, February 21, 2022 8:51 PM
Subject: Complaint about Recent Stay at Opera Garden, Tangalle, Sri Lanka Hello, I am reaching out to address a recent negative experience encountered during my stay at Opera Garden in Tangalle, Sri Lanka. My partner and I booked and stayed at the property from February 20th to February 22nd. Upon check-out, we discovered discrepancies in our bill. The property attempted to charge us more per night than what was originally agreed upon, citing a commission charge that should not have been passed on to guests. Despite showing them our booking confirmation and explaining the error, the owners insisted on the additional payment, causing unnecessary confrontation. Furthermore, they inaccurately billed us for laundry services, resulting in an overcharge on our final bill. We settled the bill in cash, but upon checking my account afterwards, I noticed they falsely claimed we did not show up and charged us a cancellation fee. I believe this behavior is unfair and misleading to customers. I urge you to investigate the property's practices and consider suspending their services until they understand and comply with the correct procedures. This incident has left me disappointed, and I am contemplating leaving a negative review on other platforms to warn fellow travelers. As a loyal user of your platform, I hope to see this matter resolved promptly to maintain my trust in your services. Thank you for your attention. Best regards, Hannah
Reported by GetHuman7144753 on Tuesday, February 22, 2022 6:21 AM
I was charged for two rooms by Booking.com, but upon arrival, the hotel claimed they only received payment for one room and charged me extra for the second room. No one is taking responsibility for the mistake. The hotel is insisting they were only paid for one room. The total cost for two rooms on Sunday, 2/20/22, was $[redacted].50. At check-in, I was billed an additional $[redacted].81 by the hotel, alleging they were underpaid for one room. This booking was made by my wife, Bethany Howe, using her card. The confirmation number is [redacted]. I am seeking assistance with this matter and would appreciate a callback.
Reported by GetHuman7147861 on Tuesday, February 22, 2022 11:22 PM

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