Booking.com Customer Service Issues

Archive 119

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #119. It includes a selection of 20 issue(s) reported April 2, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear all, I recently had a very disappointing experience during my holiday. Upon arrival at the airport, we faced a long wait just to be informed that the hotel was full and we were being transferred to another one. The whole process was exhausting, involving more waiting, filling out forms, and even having to sort out our own transportation. The alternative hotel provided further disappointments with noise disturbances, broken amenities, and a poor view. These issues greatly affected our plans and overall enjoyment of the trip. I am sharing this to express my dissatisfaction and seek assistance regarding the situation. Thank you, Hamza.
Reported by GetHuman7293261 on sabato 2 aprile 2022 14:03
Hi there! I have some questions about my booking at Plymouth Motor Lodge through Booking.com. I reserved a King Room with a king bed and paid $[redacted].00 for a two-night stay from Saturday, April 2, [redacted], to Sunday, April 3, [redacted], with a check-out on Monday, April 4, [redacted]. However, the email I received from Booking.com mentioned a different price and indicated the room was for 2 adults when I booked it for only myself as 1 adult. The email also referenced a 10% discount that was not applied to my payment, which should have reduced my total to $[redacted].00 instead of the $[redacted].00 I paid. Additionally, I was informed about potential late check-out fees, which is puzzling to me. Moreover, the room I booked does not seem to match the description on the Booking.com website as it lacks a microwave, which I found misleading. This discrepancy is concerning, especially as it affects the accuracy of the information provided about the accommodations. Thank you for your attention to these matters. Best regards, Anthony D.
Reported by GetHuman7295230 on domenica 3 aprile 2022 00:46
I am writing to inform you that your reservation at Sheraton Madison Hotel has been cancelled. Your cancellation number is [redacted]7 for the dates from Thursday, April 7, [redacted], to Sunday, April 10, [redacted]. The reservation was under the name Daniel Doebele. The rates for the room were $[redacted].00 USD per night for Thursday to Friday and $[redacted].00 USD per night for Friday to Sunday. If you need further assistance, please feel free to contact our Customer Care team. Thank you for choosing Sheraton.
Reported by GetHuman-tldoebel on domenica 3 aprile 2022 04:41
Regarding Issue Dated 3/8/22: From Booking.com: Your cancellation request ([redacted]) Dear Marti Larsh, We have received your request to cancel reservation number [redacted]. Even though there may be a charge for this cancellation, we are working with Americas Best Value Inn & Suites - Lancaster to find a suitable solution for you. We have requested an exception from the inn regarding your reservation and hope to provide you with an answer soon. Please note that the reservation policy chosen does not allow for free cancellation or modification currently. This means that there may be a fee if any changes are made to the reservation. The policy details were communicated during the booking process and are available in your reservation confirmation for your reference. I reached out to America’s Best Inn and Suites on 3/16 and 3/19 regarding a refund, but I have not received a response. On 3/16, I sent the following email explaining why I am requesting a refund: [Email contents omitted for privacy] I sent a follow-up email on 3/19 seeking an update on the situation. I have also initiated a dispute with my credit card company. VISA has set a deadline of April 23rd for a response, and I hope this matter can be resolved promptly. I look forward to your assistance in resolving this issue with Americas Best management, considering it has been almost a month since the incident occurred. Thank you for your support. Marti Larsh
Reported by GetHuman7298737 on lunedì 4 aprile 2022 04:50
I reserved a room for January 9th a week or two prior. Due to contracting covid, I needed to reschedule my stay for a week later. The hotel staff assured me they could accommodate the change, despite a potential email indicating cancellation. Arriving on January 16th, the reception couldn't locate my reservation, which wasn't unexpected. I was still checked in and charged for two nights. Upon checkout, I noticed that booking.com had also charged me the same amount as the hotel. Hoping for a refund, I waited for a few weeks but received none. When I contacted the hotel later, they explained the reservation had been canceled, so the double charge was incorrect, directing me to seek a refund from booking.com.
Reported by GetHuman7305556 on martedì 5 aprile 2022 16:45
Booking Reference: [redacted]2 and Ref: [redacted]2. Our taxi driver did not arrive on 6th April in Hurgharda, despite a text stating he was on the way with a tracking link. Unfortunately, without internet on our phone, we couldn't use the link. Despite waiting for an hour, there was no further communication. We had to pay Euros for an alternative ride to the airport. It's puzzling why we didn't receive any more texts. Is it common practice to not show up at the hotel? The arrival at the airport on 16th March went smoothly with a text informing us the driver was waiting outside. It's important to note that not everyone has internet access on their phones. Regards, Jean Meadows.
Reported by GetHuman-noupri on giovedì 7 aprile 2022 18:08
My recent stay was the worst experience ever. The environment was alarming with individuals leaning over rails and ongoing drug deals. It felt unsafe, and the room was unsanitary, forcing me to keep my socks on constantly. The noise from outside disrupted my sleep, and the room cleanliness was lacking, as evidenced by a mess near the nightstand. Feeling the need to leave early, I encountered issues during checkout with a staff member who appeared agitated. Despite multiple attempts to contact the hotel, I struggled to get a response. Upon finally reaching someone, I was informed that my checkout process was incomplete, and my refund was promised but not yet processed. I seek a refund for my experience at Econo Lodge on Sweetwater Avenue in Phoenix, AZ.
Reported by GetHuman7318980 on venerdì 8 aprile 2022 19:42
I made a reservation for two nights and paid in full. The initial room I was given was filthy, with rusty beds and a rusty sink. After being moved twice and encountering further issues like a broken TV, I am unhappy with the service. Despite multiple attempts to address the problems, I have received insufficient assistance and can't get in touch with a manager to discuss extending my stay in a better room. I expect some form of accountability or compensation if I am unable to stay the extra night as planned. I'm not willing to pay $[redacted] for subpar accommodation and service.
Reported by GetHuman-tammywhe on sabato 9 aprile 2022 13:01
Following a stay in Mexico in March [redacted], I made a reservation through BOOKING. Upon our arrival, the hotel informed us that our reservation had not been paid for, even though the bank transfers had been successfully processed. In order to access the room, we had to pay the total amount of the stay again, which was around [redacted]€. We immediately contacted Booking about the issue, but nothing changed. Now that we are back home, we have sent all the proof of the double payment. It has been 10 days of calling the customer service every day, but we are being passed around different departments and asked for the same documents without any progress. I don't know what else to do. Can you help us, please? Thank you, Jonathan H. [redacted]
Reported by GetHuman7324832 on domenica 10 aprile 2022 20:10
I initially booked a room at Homewood Suites in Ottawa through Booking.com for April 14th to April 17th, specifically requesting an accessible room. My first confirmation number is [redacted] with pin [redacted]. Later on, I tried to adjust my arrival date to April 15th to April 17th online but encountered issues due to room availability. I contacted the hotel directly, and they confirmed changing the reservation to the adjusted dates. The new confirmation number they provided is [redacted]2. However, I am still seeing the original reservation dates (April 14th to 17th) listed. The hotel ensured me that the revised booking for April 15th to 17th went through Booking.com as well. I am concerned about being charged for the extra day on April 14th, and I am struggling to get assistance from Booking.com via phone. Your help in clarifying this situation would be greatly appreciated. Thank you, Elaine L.
Reported by GetHuman-steinand on martedì 12 aprile 2022 02:19
At 11:30 PM, my wife and I were startled when individuals attempted to enter our room. I managed to scare them off, and my wife promptly contacted the front desk. It was later discovered that these people, who seemed to be intoxicated, were directed to the wrong room next to ours by the front desk. At 12:30 AM, they engaged in a loud argument that included profanity and yelling, lasting until 3 AM despite our calls to the front desk. Exhausted, we left early for our 9-hour journey with minimal rest. Upon check-out, I voiced my concerns to the staff member, who nonchalantly replied that "Things Happen." Is this the appropriate way to handle paying customers? I am seeking a refund of $75.35 for confirmation number [redacted], Pin [redacted]. Thank you, Darrell A.
Reported by GetHuman7336906 on mercoledì 13 aprile 2022 21:23
I have encountered issues with Castlebaldwin canceling my accommodation due to the unavailability of the room I booked. I contacted Castlebaldwin to clarify this matter on Wednesday, 13/04/22, since the email I received on 12/04/22 did not provide clear information. I have been unsuccessful in finding a replacement room and am now waiting for my refund, after deducting your fee of 12.75, totaling [redacted].50. Your booking policies lack transparency regarding unavailable accommodations. It has come to my attention that Mr. Dodd at the mentioned B&B tends to overbook rooms. This experience has caused me immense stress, especially as it has disrupted the weekend plans I had with my son, whom I have not seen in 3 years. I kindly request a prompt refund.
Reported by GetHuman-kitty_mi on giovedì 14 aprile 2022 10:17
I made a booking for a flight and hotel to Florence on 02 Apr [redacted] through Booking.com for [redacted].99 euros, using the "Vlucht + Hotel" option. However, I received a confirmation from Lastminute.com instead of Booking.com, which was unexpected as I don't have an account with Lastminute.com. Concerned about Lastminute.com's reputation, I canceled the booking, but a charge was already made on my credit card. I suspect that Lastminute.com misused Booking.com's icon, causing confusion and leading to potential phishing. I urge Booking.com to take responsibility for the security of their website to prevent such incidents. I seek reimbursement for any costs incurred and hope for prompt resolution of this matter to avoid negative publicity. I have re-booked the same hotel through Booking.com without a flight and would appreciate an update on this situation. Victor H. from Hilversum, NL.
Reported by GetHuman-vheenem on giovedì 14 aprile 2022 12:54
I booked a flight and hotel in Florence for [redacted].99 euros through Booking.com on 02 Apr [redacted] using the "Vlucht + Hotel" option. Surprisingly, I received a confirmation from Lastminute.com instead of Booking.com. I don't have an account with Lastminute.com and suspect their legitimacy after some online research. I canceled the booking due to this confusion, but my credit card was charged. It seems Lastminute.com misused Booking.com's icon on the site, raising concerns about security. I urge Booking.com to address this issue promptly to prevent further incidents. Despite the setback, I re-booked the same hotel through Booking.com and arranged flights elsewhere. Please provide an update regarding this situation as soon as possible. Thank you. - Victor H. from Hilversum, NL.
Reported by GetHuman7338674 on giovedì 14 aprile 2022 12:54
I had booked a room at the Radisson Blu Edwardian Kenilworth in London for April 13, [redacted]. Payment was processed on April 10, and the confirmation email clearly stated the correct hotel. Due to my daughter's book launch at a restaurant on Coptic Street at 5pm, I selected this hotel due to its proximity, just a 2-minute walk away. However, after calling on April 12, I was informed that my reservation had been moved to the Radisson Blu Edwardian Grafton without prior notice. This unexpected change meant a longer distance to the restaurant, leading us to incur an additional cost for a taxi. Moreover, we were charged more for the Grafton than the Kenilworth. While the Grafton promised a refund for the difference, the lack of communication and the inconvenience caused us distress. I anticipate a response and appropriate compensation for this unsettling experience. Regards, Christine P.
Reported by GetHuman7339129 on giovedì 14 aprile 2022 15:01
Dear Sir or Madam, Unfortunately, I have not received a response from you to date. I requested to have the cancellation fees waived. I accidentally booked the wrong dates. Upon realizing this, I cancelled the initial booking. When I rebooked, I did not notice that a non-refundable room was already selected on the Booking.com website. I inadvertently booked a room for 4 people instead of one and promptly cancelled it. We will be arriving at your hotel next Friday, and I kindly ask for the cancellation fees, which have already been charged to my Visa card, to be waived. Thank you. I urgently request a reply. Kind regards, Kmetic A.
Reported by GetHuman-akmetic on venerdì 15 aprile 2022 17:39
I recently received an email notification indicating that my booking has been classified as a no-show and that a €96 fee will be charged to my card. However, I did not use any of my credit cards to make a reservation at this hotel using this booking platform. Email Received: Subject: Your booking has been marked as no-show Dear Primož Štirn, Garni Hotel Azul has informed us that you did not check in on Saturday, 16 April [redacted], resulting in a no-show status for your reservation. As per the booking policy, a fee of €96 will be charged. If you believe this is incorrect, please reach out to Customer Service for assistance. Garni Hotel Azul Suceva 26, Kranj, [redacted], Slovenia Phone: +[redacted]0 Booking Details: Booked for 2 adults Check-in: Saturday 16 April [redacted] Check-out: Monday 18 April [redacted] Booking number: [redacted] PIN code: [redacted] Cancellation Terms: No-show fee: €96 Kindly disregard any further notifications related to this booking as it has been confirmed as cancelled.
Reported by GetHuman-primozs on lunedì 18 aprile 2022 14:13
Good afternoon, I have been a long-time customer with genius status. During the past week, I traveled to Prague, Vienna, and Granada with reservations made through your company, including taxis. In Prague, upon arrival at the hotel, my reservation was not found in their system, causing unnecessary stress. The hotel in Vienna, also booked through Booking.com, did not match the advertised photos, particularly disappointing was the state of Hotel Pertschy Palacio. It lacked cleanliness, comfort, and the breakfast was lacking. The facilities were in urgent need of renovation, with floors literally falling apart. The room was worn down with old furniture. Lastly, the taxi booked through Booking.com from Prague Central Train Station to a Holiday Inn airport hotel never arrived as it was located in another train station. We had to pay for another taxi, despite the Booking.com reservation being pre-paid. Booking.com, this experience has been far from satisfactory. Despite being loyal customers with a genius status, the service we received was subpar. We are thoroughly disappointed and cannot recommend your services to others.
Reported by GetHuman7351174 on lunedì 18 aprile 2022 15:48
I have been attempting to reach Booking.com for several days without success. Shortly after making a booking, I discovered that Air France had scheduled my flight for the wrong date - May 21 instead of April 21. I contacted a Booking.com agent named Vipin in London, who informed me that he couldn't cancel the flight and advised me to contact Air France directly. Booking.com sent me confirmation emails in Italian and did not provide an option to cancel the flight or respond to their notifications. I am requesting a correction to this error and a refund to my account. I have also notified American Express of this issue. Please rectify this situation promptly. - Rita Bruin
Reported by GetHuman7363685 on giovedì 21 aprile 2022 18:39
Hello, I had a booking under Nr. [redacted] for an accommodation at Carvavelos Atlantic Waves from the 22nd to the 25th of April. The description was for a "Studio with Sea View," featuring 2 sofa beds, a private kitchen and bathroom, sea view, a sightseeing view, minibar, and free Wi-Fi. I want to address my concern from yesterday when I discovered that there was no sea view as advertised. Additionally, there was a notice in the kitchen stating it could not be used, leading to confusion when I inquired and was repeatedly informed by "Rosa" that the kitchen was off-limits. This lack of amenities does not align with the apartment we paid over [redacted] Euros per night for. To resolve this matter, I believe there should be a significant price reduction or a full refund and a relocation to a different accommodation with both a usable kitchen and a sea view.
Reported by GetHuman-bewoesa on sabato 23 aprile 2022 08:42

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