Booking.com Customer Service Issues

Archive 118

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #118. It includes a selection of 20 issue(s) reported March 17, 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 attempted to rebook my stay after being informed by several staff members that the system was down. I was instructed to pay with a Google Play gift card. I purchased a $[redacted] card, then called back and was told I needed a $[redacted] gift card for a refund. Confused by the conflicting information, I requested to speak to a manager who attempted a verification check by depositing $1, but it failed due to my closed bank account. The manager suggested using my mom's account, and without my knowledge, she was asked to send $[redacted] twice via Cash App. Now, I have lost over $2,[redacted], my reservation is gone, and I am feeling unwell with a headache. I urgently need assistance.
Reported by GetHuman-waltcoza on Thursday, March 17, 2022 6:26 AM
I, Teddy N., made a reservation for the FlipFlop bungalow at [redacted] Holland Road, Ormond Beach, FL [redacted] from March 9 to March 14, [redacted]. I paid in full on February 7, [redacted], when Booking.com contacted me via email for payment using my Visa card which was accepted. Upon arrival on March 9, [redacted], at 3:00 PM, the property was unexpectedly occupied by another family. Despite numerous attempts to reach the property using the contact number provided by Booking.com, I received no response. After speaking with the other tenants who were not Booking.com users, I faced significant challenges as it was during Daytona Bike Week and had to secure additional accommodations at a high cost. Despite contacting Booking.com customer service multiple times without resolution and promises of callbacks, I am deeply dissatisfied. I am seeking a full refund from Booking.com due to the inconvenience and stress caused by this situation. Thank you in advance for any assistance in this matter.
Reported by GetHuman7233350 on Friday, March 18, 2022 2:10 AM
Hello, my name is Chelsea Yancey. I made a reservation for a room at The Vagabond in Hacienda Heights, CA, on March 16th, [redacted], through the Booking.com app. The booking and payment were confirmed, but upon arrival, I was informed that I was blacklisted. Despite showing up, I was unable to stay and was charged $89.71. After contacting the motel and them agreeing to waive the fees, they directed me to reach out to Booking.com for the refund. I kindly ask for the reimbursement of $89.71. Thank you for your assistance. You can contact me at [redacted]. Chelsea Yancey
Reported by GetHuman7239377 on Saturday, March 19, 2022 4:14 PM
Subject: Issue with Thalalla BnB Reservation No. [redacted] Hello, I made a reservation for 4 nights at Thalalla BnB in Sri Lanka through Booking.com, with the total price advertised as £30. During my stay, I extended for 2 more nights, bringing the total to £45. However, upon payment, the owner asked for £58, as the booking was confirmed in US dollars (49.76) instead of pounds as agreed. I have since rebooked through Booking.com, ensuring the price is shown in both sterling and dollars. I kindly request a reimbursement of the extra £13 I had to pay. Thank you, P. Marsh
Reported by GetHuman-peterrof on Monday, March 21, 2022 1:02 PM
Hello, I had credit at Gotogate from a previously canceled flight. When I booked a return trip to Budapest, I called Gotogate and was told to pay $[redacted]. After providing my credit card number, I noticed the full price of the ticket was charged the next day. Despite sending documentation, Gotogate insists they only charged $[redacted]. There is no $[redacted] charge on my credit card statement. They are not responding to my emails and I cannot reach Booking by phone, but the charge was made from Amsterdam. I am requesting a credit to my credit card of $[redacted].97, the difference between the $[redacted].97 charged and the $[redacted] Gotogate says I owe. I also ask for a $24.83 credit that Booking charged for converting dollars to Euros. I believed I was dealing with a US company in US dollars. Please assist! Thank you, M. Demeter
Reported by GetHuman7243989 on Monday, March 21, 2022 11:00 PM
On February 11, [redacted], I made a reservation at Patio Inn. Upon arrival that weekend, I found out I was not in their system, prompting them to redirect me to their sister property, San Angelo Lodge. Unfortunately, the room I was given was not up to standard. It was dirty with dog hair on the chair, hair on the floor and sink, and the TV had fingerprints all over it. Despite my complaints to the owner, as I had booked through Booking.com, I was advised to contact them directly. After contacting customer service, they assured me a refund and mentioned they would intervene if needed. However, I have yet to see a refund on my original credit card. To add to the inconvenience, I was additionally charged on a different credit card. Due to the uncleanliness of the room, I decided to cut my stay short.
Reported by GetHuman-marylriv on Tuesday, March 22, 2022 7:49 PM
I recently chatted about my experience. I made a reservation at EconoLodge, [redacted] Bruce Rd, Greenville, SC. Upon arrival, I was displeased by the lobby's smell and the service received. Even though I had prepaid for the room online, the receptionist demanded an extra $[redacted], located in an area with illicit activities. I asked for a refund, but was directed to reach out to customer service. On March 17th around 6:45 pm, I requested a refund, but haven't received any updates since Sharif mentioned contacting the manager who would be available on March 22nd. I am still awaiting a resolution and need my refund promptly. You have received your payment, but I am yet to receive mine. Thank you for addressing this matter swiftly. Thank you, Kimberly F. [redacted] [redacted]
Reported by GetHuman7257238 on Wednesday, March 23, 2022 11:03 PM
I had reservations for 4 rooms at Days Inn on 3/19/22 for 6 disabled women. After booking, I checked the online photos and felt unsure, so I contacted booking.com to inquire about canceling. They advised me to speak with Days Inn directly to avoid cancellation fees. I visited the hotel and was informed by the staff that I could cancel without fees due to the unsuitability for my clients. Booking.com assured me a refund but requested I load $[redacted] on a card for processing. I then booked at Holiday Inn for $[redacted] through booking.com. I seek assistance in resolving this situation before involving my bank for a refund. Thank you for your help. Confirmation number: [redacted], PIN: [redacted]
Reported by GetHuman-womenoff on Thursday, March 24, 2022 9:44 PM
I am seeking assistance from an American customer service representative as I believe I have grounds for legal action against booking.com. I had a reservation that I wanted to modify rather than cancel. Despite confirming I had sufficient funds for the modified stay, the agent did not process the changes as requested and my account was wrongfully charged. I am adamant about receiving a refund promptly. Kindly contact me at [redacted] to resolve this matter promptly with an American customer service representative.
Reported by GetHuman-heathmck on Friday, March 25, 2022 4:37 PM
I contacted Booking to cancel my reservation due to the disguting room I received at Fort Sam Houston. I switched to another motel and am much happier with the new place. Booking assured me I would receive a refund in 7-15 days if the original motel didn't refund it first. After sending pictures and my complaint, Booking informed me that the motel refused to issue a refund. I am dissatisfied as I spent nearly $[redacted] for two nights (March 25-27) and only stayed for less than an hour. I plan to take further action against this motel to ensure I am not financially disadvantaged after this experience.
Reported by GetHuman7265266 on Saturday, March 26, 2022 12:49 AM
I wanted to share my recent booking experience. I reserved an apartment without needing to provide a credit card, as per the confirmation details: Confirmation number [redacted].[redacted].[redacted] and PIN [redacted]. Upon arrival, I paid in cash through the booking.com app but did not receive a receipt. Unfortunately, the apartment turned out to be unsafe, with issues like poor lighting and limited security which made us uncomfortable staying there. When we tried to contact the property owner to address these concerns, they were unresponsive, so we decided to return the key to the security desk and provided evidence to the owner via text. However, the owner unexpectedly canceled my booking without explanation or a refund, leaving me frustrated as I have no receipt to prove my payment. I am also unable to share my experience or complaint on the app due to the cancellation. Despite these challenges, I aim to report the safety issues to the relevant authorities since the owner did not inquire about our reason for leaving. It's disappointing that booking.com has not addressed my concerns promptly, causing inconvenience to customers like me who rely on their services.
Reported by GetHuman-ectanrw on Sunday, March 27, 2022 2:53 PM
Subject: Urgent Refund Request for Booking at Guibbagunyah Manor Hello, I am writing to address a concerning experience my elderly parents had with their recent booking made on Friday, March 25, [redacted], at Guibbagunyah Manor in Musclebrook. Upon arrival, they were informed by the owner, Kim, that the room they booked had been occupied by a previous guest who tested positive for Covid-19. Consequently, the room needed cleaning and was unavailable until 5:30 pm. As my mother struggles with serious lung issues, she felt unsafe staying at the property. I promptly requested a refund from your company, only to be informed that the property owner declined. However, upon speaking directly with Kim, she clarified that she had no objections to issuing a full refund, especially since Booking.com would not release the payment to her until April 5th. It is distressing to encounter such misinformation from a Booking.com representative. I am anticipating a full refund for the booking in question. Thank you for your prompt attention to this matter. Warm regards, Lara G. (Lowe) / Phillip G.
Reported by GetHuman7271133 on Monday, March 28, 2022 6:44 AM
During our recent stay at the Holiday Inn Express in Birmingham, Alabama, my husband (Erick Roberts) and I encountered a significant issue with ants in our room on *** Grants Mill Rd in Birmingham, Al. (Irondale). Despite bringing it to the attention of the staff, we were only provided with bug spray as a solution. The manager mentioned that since we booked through a third party, we would need to contact them for a refund. The manager is expecting your call to discuss the reimbursement directly related to the room charges. He assured us that a portion of the amount we paid upon check-in will be refunded directly, but additional refund details are pending. Kindly reach out to the hotel management and update me via email on the progress of the refund process. Thank you.
Reported by GetHuman7278637 on Wednesday, March 30, 2022 5:35 PM
In February [redacted], I made a reservation at Travel Inn Apartments in Budapest. Despite challenges reaching them, I eventually got the keys but faced difficulties locating the actual place. After entering, I was disappointed to find a damp room instead of the advertised apartment. The strong odor was concerning, and I discovered nitric acid traces on the walls. Other guests shared my dissatisfaction with the conditions. I decided to leave and reported the situation to the health authorities. The next day, I returned the keys and moved to another accommodation due to the unacceptable state of the room. The manager's dismissive attitude added to my frustration. I also found the response from Hungarian booking.com lacking in understanding and empathy. I hope for some form of compensation for this disappointing experience and would like to share more details if needed. Best regards, Anett H.
Reported by GetHuman-ahrubiak on Wednesday, March 30, 2022 9:33 PM
I stayed at Trade Wind Inn in Rockland, Maine, with a reservation under R[redacted] and Booking Reference Number [redacted]. No Pin number was given. My planned dates were March 28, [redacted], through March 30, [redacted]. There were two reservations for me through Booking.com, but I never received a confirmation for the first one. I mistakenly called Getaroom.com, thinking it was the hotel, to cancel any additional reservations made through Booking.com. The woman I spoke with agreed to cancel it, but when I arrived, the hotel manager made me pay for both bookings despite my explanation. The Trade Wind Inn was not a pleasant place to stay - it was dirty and smelly. I believe there was a grave mistake made by the manager, Getaroom.com, and Booking.com. Any assistance with a refund would be greatly appreciated. Thank you in advance. - Debbie
Reported by GetHuman-ransomd on Wednesday, March 30, 2022 9:50 PM
Hello, I had pre-booked 6 taxi transfers in the United States through Booking.com for my business trip. The confirmation was all sent to my email provided, [redacted] Most of my rides went smoothly, except for 3 incidents where the drivers didn't show up, causing me to make multiple unsuccessful attempts to reach both the service provider and Booking.com for assistance. This led to significant time and money spent on phone calls and finding alternative transportation. I am seeking a refund for the 3 missed trips totaling ZAR [redacted].10. I can provide all booking emails and confirmations if necessary. The lack of reliability and punctuality in these situations was disappointing and inconvenient, especially during crucial business travels. Thank you for your attention to this matter.
Reported by GetHuman7288473 on Friday, April 1, 2022 11:34 AM
I am writing to express my disappointment as I had planned to celebrate two special birthdays. I discovered THE PENTHOUSE THE BLYDE and promptly booked a stay, understanding that it was non-refundable. Despite this, I recently received an email stating the property no longer offers BNB services and advising me to cancel. I have yet to receive my refund of R 1,[redacted].00 as promised within 7 to 12 days. I have attempted to contact the host without success and now seek your urgent assistance in obtaining a full refund. If my refund is not promptly processed, I will be forced to escalate this matter further. I await your prompt response.
Reported by GetHuman7288756 on Friday, April 1, 2022 1:06 PM
I booked a week at Baldassini Suites in Rome from March 9-16, [redacted], with reservation number [redacted]. Although I provided all the required documents as requested, I did not receive any confirmation from them. Despite being promised instructions on the day of my arrival and assistance with luggage drop-off, I never heard back from them. When I reached out on the day of arrival, I received no response and had to find alternative accommodation at Hotel Nationale. I have retained all communication with Baldassini Suites and have contacted my credit card company to dispute the charges. I am prepared to proceed with arbitration if necessary.
Reported by GetHuman-jolsenla on Friday, April 1, 2022 3:05 PM
I inspected the hotel room I had reserved in advance, and unfortunately found it to be below standard. Upon notifying the front desk, I was informed that I could cancel the reservation without any fees, which was done accordingly. The room was booked using my Amex card ending in [redacted] for February 26, [redacted], at The Kahler Hotel in Rochester, MN. Despite not seeing the charges reversed, I contacted the hotel and spoke with the Area Director of Operations, Cindy Woolley. She confirmed that no payment was taken by The Kahler for that night and advised that a representative from booking.com should contact her directly to arrange a full refund to the charged American Express card. Please reach out to me at [redacted] to discuss processing the refund to this card. -Caroline Glawe (cardholder: Eric Jeffreys-Berns)
Reported by GetHuman7290050 on Friday, April 1, 2022 5:25 PM
Dear Booking.com, An unauthorized booking was made under my name at [redacted] West New Haven Avenue, Melbourne, Florida. I have tried contacting customer service to no avail and had to personally go to the location to resolve the issue. The front desk cancelled the booking, but I need assurance that Booking.com will not charge my Visa debit card. If necessary, I will report the unauthorized attempt to my bank. I need confirmation that this matter is resolved and the booking is cancelled for April 1st to April 3rd, [redacted]. Please reach me at [redacted] Thank you, Audrey.
Reported by GetHuman7291892 on Saturday, April 2, 2022 1:24 AM

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