Booking.com Customer Service Issues

Hello, I need to file a claim regarding my booking [redacted] at Pureserviced in Plymouth, booked for 19/04/22 to 22/04/22 for 6 people. Upon arriving on 19 April at 5 pm, after indicating 4-5 pm as our arrival time, nobody was present to check us in, and we were informed there were no available rooms. Despite a promise of a refund from the manager during a phone call, we had to make alternative arrangements and incur additional expenses. I reached out to booking.com through live chat, but the agent Zinaide stated that no refund could be provided due to checking in outside of hours according to the property. I strongly disagree with this decision as I am facing a loss of £[redacted].87 without receiving any accommodation. Thank you, Alex

Subject: Refund Request and Cancellation Fee Waiver Dear Support Team, I am currently working on resolving the cancellation matter related to reservation number [redacted]. Following a discussion with Atul Patel from Wilmington Inn, he confirmed that he approved the cancellation and requested a refund of $84.39 to be processed back to my credit card. To provide a brief overview of the issue: On Friday, April 8, while driving back to Pittsburgh from Nashville, at approximately 8:30 PM, we realized the journey fatigue would make it challenging to reach Pittsburgh, which was still 4-5 hours away. Consequently, I swiftly searched for a nearby hotel on booking.com and came across the Wilmington Inn, which showed it was only 12 miles away. However, upon entering the address in my GPS, I discovered it was actually 50 miles away in the opposite direction, making it unreasonable to backtrack for an hour. I promptly canceled the reservation and explained the situation on the cancellation form. Had booking.com provided accurate distance details initially, I would not have made the booking. Best regards, K.C. Email: [redacted] Phone: [redacted] Sent from Mail for Windows

Hello Team, I hope this message finds you well. We have noticed an issue on our Adriano Guest House Home page where a message states "We're sorry but it is currently not possible to make reservations for this hotel. Click here to see nearby hotels." We kindly request your assistance in resolving this matter, as we are uncertain why this message is being displayed. Since joining the site, we have received positive feedback regarding bookings, but unfortunately, they have all resulted in no-shows. When we attempt to gather more information from potential clients, we often do not receive any feedback. Even when feedback is provided, guests still end up being no-shows on their scheduled arrival date. We have a booking scheduled for Sunday, May 1, [redacted], and we are hopeful that this will be our first successful guest arrival. We eagerly await your prompt response.

We made a reservation for a 2-night stay at Parkside Guest House in Pollington on booking.com. Initially, we paid £[redacted].90 for the nights of the 20th and 21st of April. Later, we modified our booking to the 18th to 19th of April directly with Parkside. Despite being assured that the payment adjustments would be handled between Parkside and booking.com, upon arrival, there was no record of our payment with booking.com. Consequently, we had to make an additional payment of £[redacted].90. Upon reviewing our bank statements, we found that £[redacted].90 was debited from our Lloyds account on 30th of March to booking.com and another £[redacted].90 was paid from our Santander account to Parkside Guest House on the 19th of April.

On Saturday, April 23rd, I tried to book a hotel through your platform for $1,[redacted].00 MXN. I entered my card details, but when the total price showed $2,[redacted].00 MXN, I was not okay with it. I called the hotel to cancel and did so through your platform as well. I did not go to the hotel. I want to mention that I made the reservation on the 23rd at 10:00 PM and canceled it at 10:10 PM on the same day. It was less than a day between booking and cancellation, just 10 minutes. When I called the hotel, they said they had no reservation under my name, not even for future dates. I request a refund politely. The details are: reservation [redacted], Alfredo T. Licona. I hope for your assistance; I've never had any issues using your platform before. Thank you very much.

On April 19, [redacted], I visited the hotel in Austin, TX that my friend had booked for me at Extended Stay America. Despite the non-smoking sign outside, the lobby had a strong smell of old smoke. The lobby was untidy, and some of the guests did not seem reputable. As a woman in my late 70s traveling alone, I felt uneasy and unsafe staying there. I requested to be relocated to a different Extended Stay location, but my request was denied. I also tried to cancel my reservation through both the hotel and Booking.com, but was unsuccessful. Despite the non-refundable booking, I was not aware that the hotel's conditions would be substandard. After hours of back and forth, I received no assistance. I had paid $[redacted].04 for a 5-night stay that I never used due to the inhospitable conditions. I believe Booking.com should support the quality of the hotels it promotes, and I am seeking a refund. If this is not possible, I will escalate the matter to the BBB in Austin, TX. My name is Leanna Rawley, with confirmation # [redacted][redacted] and check-in # [redacted]03.

I booked a vacation through Booking to Mar'in Island (Altai), booking number [redacted].[redacted].[redacted], PIN code [redacted], for 2 people from August 2nd to August 18th. Booking.com cancelled the reservation and promised to refund the payment. The refund was made with bonuses that can be used abroad. I am 74 years old (the second guest is 83 years old), and we do not plan to travel abroad due to our age. I need the refund in rubles. I contacted Sberbank, and they are asking me if I reached out to the Insurance Company. Did you purchase insurance?

Upon arrival, I discovered I had been deceived. The host's behavior was extremely unpleasant. Despite this, I chose not to engage with them after checking in. The room I was given did not match the description – it was not a cottage with a private entrance but rather a room sandwiched between others. The amenities were lacking - no fan, only hand towels, cockroaches in the kitchen, no toilet paper, missing TV remote, damaged door, broken soap holder, faulty bedside lamp, unstable bedside tables, damaged beds, kitchen drawers without handles, and only one drinking glass. Additionally, there was no bath mat or shower door present. The overall condition of the place was appalling. This misrepresentation is unacceptable. I am disappointed in both the property and bookings.com for listing such substandard accommodations. Upon encountering these issues, I promptly left. Requesting a refund from either the host or bookings.com is necessary.

Subject: Complaint and Refund Request To the Customer Support Team, I am reaching out to file a formal complaint and request a refund for the amount deducted from my credit card in relation to a recent car booking through your platform with Hertz. My booking was for a car rental from the 30th of April to the 7th of May for $[redacted].41 USD. Despite my efforts to modify the pickup time through your app due to a delayed flight, I encountered system limitations. Even after contacting Hertz, they assured me the delay was acceptable, but upon arrival, I was unable to obtain the car due to paperwork issues. Unfortunately, I was unable to cancel the booking online and later learned that cancellations are not supported after the pickup time has passed. I respectfully request an investigation into the matter and a refund for the following reasons: 1. The system did not allow me to change the pickup time despite my attempts prior to the original time. 2. Hertz confirmed they accepted the delay and waived cancellation fees. 3. Both my attempts to modify the booking and cancel it were unsuccessful. 4. The funds were unfairly deducted from my account due to system limitations. I urge you to review call recordings and audit trails to verify my attempts to make changes and facilitate a resolution promptly. My booking number is [redacted]82 under the name Abduqodir Sattorov. Best regards, Abduqodir S.

Hotel Jireh Baku Booking [redacted] Hello! We are facing issues at the hotel. The hotel's administrator is not addressing the problem; instead, they are canceling our reservation immediately and asking us to leave, offering only partial compensation. The hotel is very dirty with a lot of mold. There is no water, tea, toiletries, or toilet paper in the rooms. Daily cleaning is not done. There are broken sockets with exposed wires, the TV remote doesn't work, and the heating/air conditioning is not functioning in the cold rooms. Only one staff member is on duty, making it hard to find anyone for assistance. The photos and description on the hotel's website do not match reality, and the level of dirt and mold is hazardous to health. I had to buy cleaning supplies myself to clean the shower, toilet, bathroom walls, and window sills from mold. The room required me to clean thick yellow spots on walls, dirt from window sills, and do a thorough wet cleaning of all surfaces. The scope of the disaster includes dirty floors, broken equipment, a dirty kettle, mold in the shower and bathroom, dust, peeling wallpaper, a broken ceiling, broken window handles, a broken air conditioner, a non-functional toilet door handle, a broken TV remote, and more. The administrator responds sharply to all concerns and claims the room was cleaned, but evidence shows otherwise. The hotel does not apologize, resolve the issues, or offer compensation. I have all the pictures, unfortunately unable to attach them here (can send in an email). Please take note of this hotel. Requesting: 1. If possible, penalize the hotel for unsanitary conditions and false information on Booking.com. 2. Fully compensate for our stay because the hotel is charging us but cancels reservations independently. 3. Allow me to leave a review for this hotel since the administration canceled our booking, preventing me from leaving a review and attaching these awful photos.

I need assistance with a conflicting booking at the carriage house. I've reached out to the guest, Cindy D., regarding the issue, but haven't received a response. Despite attempts to call Booking.com unsuccessfully, I aim to have Cindy informed about the double booking to make alternative arrangements locally. I kindly request the suspension of my two listings to prevent future incidents. Please address this promptly as the responsibility often falls on me for such software issues on Booking.com. Details of the conflicting booking are as follows: Check-in: Sat, Jun 18, [redacted] Check-out: Sun, Jun 19, [redacted] Total guests: 2 Total rooms: 1 Total price: US$[redacted].36 Booker: Jason D. Email: [redacted] Location: [redacted] Harble Griffith Rd Logan [redacted] Preferred language: English (US) Booking number: [redacted] Your attention to this matter is greatly appreciated. Thank you.

I made a booking for Maleek Villa at 18 Finchely Road in Camps Bay from 29/04/22 to 01/05/[redacted] and paid R3420 through Booking.com with Confirmation Number [redacted] [redacted] [redacted]. Isaac Hans from the property asked me to pay using a different invoice. When we arrived on the 29th, the property was not as described, and we had trouble reaching Isaac. Feeling misled, we had to book another property and pay out of pocket. I seek a refund for the inconvenience. Thank you, K.D.

I made reservations to visit Cyprus from California, United States. Unfortunately, I contracted Covid while in Bethlehem and had to cancel my trip. The hotel assured me that there would be no issue with the cancellation and said they contacted your agency. However, they didn't have a number to leave for you to reach me. I have been trying to contact you for several days without success. I have the phone number of the lady who spoke with your agency and her name. Please call me back so we can resolve this matter. Thank you.

I made a reservation through booking.com for a stay at Novotel in Manchester on May 7th. Unfortunately, after my phone was stolen in Liverpool, I had a difficult journey back to Manchester with no belongings. When I arrived at the hotel, they refused to let me check in because payment was required upfront. Although I understand the policy, I was hoping they would show more concern for my situation as a young woman stranded without any resources. I explained that my partner would arrive later to pay, but they only offered me to wait. This lack of empathy was disappointing, especially since I frequently use this company for my travels. I have another booking in Newcastle on May 16th but I am now contemplating canceling it. I assumed my existing reservation details would have been sufficient for them to accommodate my situation.

My partner and I booked a week in Whitley Bay for a birthday celebration from the 14th to the 20th of April. We extended our stay but encountered trouble with a malfunctioning lift in the complex. Despite security’s efforts, the lift got stuck halfway, causing distress as some guests laughed. After experiencing a panic attack, I was informed I would need to use the stairs if I wanted to go upstairs. The incident left me embarrassed and in pain, leading to difficulty in enjoying my time there. When we complained, we were redirected to the park management, who denied any responsibility. Seeking resolution, we contacted trading standards for guidance on our rights. Due to the lack of response from the management, we believe we are entitled to a refund due to the distress and inconvenience caused by the lift incident.

On 05/05/22, I made a reservation for an apartment in Eilat, Israel from 05/05/22 to 08/05/22 for 5 people (3 adults and 2 children) with the ability to bring a dog. The booking number is [redacted].[redacted].[redacted], and the PIN code is [redacted]. On 02/05/22, the payment for the room was deducted from my account. When we arrived in Eilat around 15:00 on 05/05/22, we found out that the apartment owner canceled our booking due to technical reasons. We were told the refund for the cancellation would take 12 business days. The representatives then spent 7 hours looking for alternative accommodation. We were asked to pay again for the new booking if they found a similar place, despite the financial strain. Unfortunately, they couldn't find us a new place, forcing us to travel 400km back home with two small children, as we couldn't enjoy the holiday we had planned. I am now seeking compensation for this awful situation, as it has caused immense stress to my family. I used to recommend Booking.com to everyone but after this incident, my opinion has drastically changed.

Confirmation number [redacted].[redacted].[redacted], PIN [redacted]. After booking a room at Hôtel de Bourgogne in Nantes, France, for my daughters' trip, I was shocked to learn from them that the hotel has been closed for some time. With suitcases at 11 at night, I checked the reservation PDF to find out the hotel has the same name but in a different city. Upon contacting your customer service by phone, I was informed that a refund is not possible due to the hotel's policy. The reservation was made through your website, which I considered more reliable, but I feel deceived by the false advertisement since the hotel does not exist, at least not in the location where I intended to book. In an email, you mentioned a refund of approximately €7.50 from the €[redacted] I paid and reiterated the hotel's no-refund policy, which was not disclosed clearly at the time of booking. I expect a response from you before taking further steps regarding this misleading booking of a non-existent closed hotel.

I made a booking for an apartment in Krakow on May 7-9, [redacted], and I am currently attempting to reschedule my reservation. Unfortunately, I did not receive a voucher from the property, and my booking was subsequently closed. I was informed that I would not be given a refund as it was my responsibility to rebook. As a nurse who worked throughout the two-year pandemic, I avoided traveling abroad due to Covid risks. Now that I feel safer to travel, I'm disappointed that I won't receive a refund, especially since I paid £[redacted] for the room. It seems that Booking.com or the apartment owner has retained the full amount. I am disheartened by Booking.com's lack of assistance in this matter. Can you help me secure a new booking since the property refuses to refund my money? I eagerly await your reply. Best regards, M. J.

Beware! If I could give them negative 5 stars, I would! This app appears user-friendly and offers good deals until you reach the hotel - what a nightmare! Initially, the hotel claimed no reservation, then suddenly found one but for the next day and doubled the price for that night. Spending hours on the phone with customer service at 10 PM with no resolution and a strict no-refund policy, the problem persisted despite acknowledging the error was on our end. Despite numerous calls over a week trying to resolve it with supervisors, all ended in disconnection. Avoid the hassle and cost - my experience cost me $[redacted] for not staying one night and an extra $[redacted] for accommodation. Don’t use Booking.com! The hotel was unpleasant, and the ordeal was ridiculous.

I made reservations for 2 rooms at Highlander Mountain House in Highlands, North Carolina for May 25 & 26 and an additional room for just May 26. Unfortunately, due to the Groom contracting COVID, I had to cancel. I contacted the hotel directly to cancel, and they mentioned seeing a notice from Booking.com, though I don't recall booking through the site. I paid a significant deposit to the hotel, and although I can't find any Booking.com emails regarding this reservation, I want to ensure there are no mix-ups. I've canceled with the hotel directly, and any assistance from you would be appreciated. Thank you.