Booking.com Customer Service Issues

Hello, I made a booking at Mari Guest House in Ureki, Georgia through booking.com for August 12-26, [redacted]. Upon arrival at 4:00 pm on August 12th, I was informed that my reservation had been canceled and my room given to other guests because of a miscommunication through WhatsApp. I was unable to respond as the host used the wrong phone number provided during booking. The host and hostess were rude and asked me to leave immediately in front of others simply because I am from Russia. I had to find alternative accommodation at a higher cost, impacting my finances and ruining my holiday. I seek your assistance in addressing this issue, possibly by warning future guests about such occurrences to prevent them from experiencing similar treatment. Best regards, Irina G.

I reserved a room for one night at Bridgetown Motor Inn through Booking.com for the weekend of July 22-24. Although Booking.com indicated that payment could be made later, I used my debit card upon check-in. However, upon reviewing my recent credit card statement, I noticed that I was charged for the room as well. I contacted Bridgetown Motor Inn to address the double charge, but they claimed I may have booked through Expedia.com instead. I am certain I booked directly through their website but unfortunately, the confirmation email was deleted by my husband. I am hoping you can assist in verifying my reservation details and rectifying the duplicate charge on my credit card.

I am writing to express my dissatisfaction with the hotel "Yutorelo-an ANNEX" located at Gora [redacted]-[redacted], Hakone, [redacted], Japan. Despite being advertised as a 4-star hotel on your website, it fell short of expectations. The lack of a reception and hotel lobby, along with a small and dirty elevator and scattered garbage in the parking area, do not align with a 4-star standard. Additionally, a broken window screen allowed mosquitoes to enter the room, disrupting our sleep. I have captured images of these issues and can email them to you upon request. Since I currently do not have a phone line in Japan and have recently returned to the US, I wanted to bring these concerns to your attention through this message.

Xellena Apartment Kaliteya Halkidiki Fri, 26 Aug - Mon, 29 Aug Canceled Reservation Confirmation Number: [redacted] PIN Code: [redacted] Hello, We did not receive the apartment we had reserved. The owner requested that we cancel the booking to avoid the booking fee and offered us another *nicer and bigger* apartment, he claimed. However, upon arrival with 3 children on Friday, we found ourselves in an old, musty apartment infested with insects, where we spent the night chasing bugs. The owner falsely claimed that the apartment we booked had water issues. Neighbors showed us the actual apartment we had reserved, where we spoke to previous renters. Refund for the prepayment was not issued, and we ended up paying close to [redacted] euros per night for an unsatisfactory apartment. When we confronted him, he threatened us, which is unacceptable. As a loyal customer of booking, I expected the listed apartments and owners to be trustworthy. Please take prompt action! Our vacation was ruined. I am including photos from the chat with the owner and of the apartment we were given.

Good evening, I am Giancarlo Andreoli, the lawyer. On August 26th, my client Federico Andreoli tried to purchase two round trip tickets from Rome to Nairobi through the Booking.com mobile app for September 16th and 25th. The first attempt around 9:58 a.m. was unsuccessful, and shortly after, I received a refund of [redacted] euros in my account. A few minutes later, at around 10:05 a.m. on the same day, a second attempt was made. After authorizing the payment of [redacted] euros, I received a notification of another unsuccessful result. Today, a bank consultant confirmed the transfer of [redacted] euros for the second attempt. Here is the "Customer reference" number: [redacted], pin code [redacted]. Recipient of transfer: Flights on Booking.com Amsterdam, processed on August 26th at 10:05 a.m. Kind regards.

Regarding my reservation: CONFIRMATION NUMBER: [redacted] CONFIDENTIAL CODE: [redacted] Upon my arrival after a 400km drive, I was greeted by a lady who informed me that I had no reservation. Despite showing her my confirmation, she found me in her large book but had somehow deleted my reservation, claiming she had informed me (apparently a staff issue due to COVID!). I ended up stranded on a Friday night. Eventually, she contacted another hotel 25km away and secured a room and a meal for the evening. It was nothing like the beautiful pictures of her establishment, but at least I was saved. As a good client of Booking, I have never encountered such an issue before. I don't believe you were at fault, but I think this information should have been brought to your attention at least. I look forward to hearing your feedback on this matter. Thank you for your attention. Daniel

Subject: Stay at Aragonese Castle Suites 1-3/9/[redacted] Taranto Booking Confirmation No. [redacted] Hello, following the agreement with your customer service contacted on 1/9/[redacted], upon arrival at the property I booked on 31/08/[redacted], I am sending you photos related to my complaint. Upon arrival, we found that only one room was reserved for us instead of a whole apartment as expected; the room had one double bed and one single bed instead of three single beds and one double bed, and there was no en-suite bathroom (we discovered this issue through a confirmation email read during our complaint to your customer service, as a small note was in English and not in the initial immediate confirmation that I printed); the sink in the bathroom was clogged and we had to contact the owner for assistance; there were no complimentary toiletries in the bathroom, only partially used products were available; the kitchen was only for making coffee and possibly breakfast, not for personal use; there were two other rooms in the apartment, one for the owner's personal use and one that was already booked for the following day. I immediately informed the owner of the initial misunderstanding, explaining why I had requested a whole dedicated apartment (my son was arriving after two months by the ship "Vespucci," and I wanted to host him for dinner, not just for sleep as the owner indicated, which my son, a military man, couldn't do), and I was told that the property was a B&B and I had only booked a room. I had to share the room with my son's two friends reluctantly. Upon my complaints, I was offered to move to another room they were using as a storage room, with an additional charge of €60.00 as a favor, which I declined due to the amount already paid. I request a refund for all the reasons listed, while acknowledging the cleanliness and comfort of the room where we stayed. Thank you, awaiting your response, Daniela Morè.

Subject: Urgent Attention Needed for Unresolved Complaint - Order 40-[redacted]17 / Booking JC2LHG To whom it may concern, I write to express our continued dissatisfaction with the handling of our case related to Order 40-[redacted]17 / Booking JC2LHG. The designated email address ([redacted]) for correspondence regarding our complaint is nonfunctional, leaving our concerns unaddressed as of June 16, [redacted]. We urgently request that this matter be escalated to individuals with the authority to provide a substantive resolution. The lack of progress and concerning responses received thus far have left us deeply disappointed. It is disheartening to suspect unethical practices not only towards customers but also potentially towards your employees. Please see the forwarded original complaint below for reference. We kindly ask for a prompt and satisfactory resolution to this issue. Thank you for your immediate attention. Sincerely, Marzena Lipowicz and Marek Lipowicz

I have not received my refund for a canceled reservation for over a month. This is the email I received after the cancellation. Your reservation has been successfully canceled for: Hello, this is Isabelle Trahan, We confirm that your reservation at Club Wyndham Skyline Tower has been canceled. If you have any questions for the property, here are their contact details: +1 [redacted]. Club Wyndham Skyline Tower [redacted] South North Carolina Avenue, Atlantic City, NJ [redacted], United States CANCELED Phone: +1 [redacted] Email the property You booked for 4 adults Check-in: Monday, August 8, [redacted] Check-out: Friday, August 12, [redacted] Booking number: [redacted] Confirmation code: [redacted] Free cancellation US$ 0 It is possible that the property has already charged you. This is normal, and you will be refunded within the next 14 days. Depending on your bank, the refund process may take a bit longer. If you still haven't received your refund, please contact Club Wyndham Skyline Tower directly. Club Wyndham Skyline Tower: +1 [redacted]. Your reservation has been successfully canceled, but you may continue to receive notifications during our system update.

I need assistance with a booking I made at Atlas Road Guesthouse in Cardiff for August 31st to September 3rd for 2 rooms. I have tried contacting several times for a full refund as the property was not as advertised, and I believe they are operating illegally without the proper permissions. Despite providing evidence, I have been directed to the property, but Booking.com should handle the refund as my contract is with them. I request that you address this issue promptly as the responsibility lies with Booking.com. I will escalate this matter to the media if necessary. I look forward to your prompt response. Thank you, Paul B. Contact me at [redacted] or [redacted]2. Please do not contact Mr. Rattenbury, who made the booking.

Yesterday, I reserved the City Center Best Place Apartments in Bratislava on your website and was charged 57.48 euros on my bank card right away. When I arrived at the hotel, my reservation wasn't confirmed. I had to book another hotel promptly. How can I receive a refund for this unsuccessful booking now? The new hotel booking went smoothly. Thank you in advance for your help in resolving my issue.

My wife booked a holiday to Barbados earlier this year. Unfortunately, she passed away in May. I, as her husband, do not have the reference numbers or confirmation details of the booking as she managed them on her computer. Due to her death being investigated, I have an interim death certificate available. The booking was with Yellow Bird in Barbados, and they advised me to contact you for a possible refund. I am willing to provide any necessary information or proof of identity. My details are as follows: Name: Duncan Boulton Address: 3 Ostlers Gate, Droylsden, Manchester, M43 7EU Mobile: [redacted]1 Landline: [redacted]2 Thank you, Duncan Boulton

I booked through Booking.com, but couldn't travel because Qatar Airways denied boarding for not having a visa. I tried to cancel with the hotel via email, but they refused and charged me three times, which is unacceptable. I'm aware there should only be one fee. I am receiving multiple debits on my credit card daily. I consider this multiple charging fraudulent. I have evidence and want a refund. Please contact me to resolve this issue promptly.

Hello... I recently attempted to reserve a room at the Camino Real Zaashila in Huatulco, Mexico. I selected the dates for my stay from November 13th to 23rd. The price I received for a Camino Real Club room with two beds was $[redacted] plus $[redacted] in taxes and charges. Surprisingly, my wife conducted the same search on her computer and found a lower rate of $[redacted] plus $[redacted] in tax, and her reservation included free cancellation until November 5th, [redacted]. She managed to capture a screenshot of the deal before it disappeared. Our concern is receiving the lower rate as promised by Booking. We would appreciate it if you could assist in resolving this issue as soon as possible. Thank you for your help. - Ben D.

Hello, I am writing regarding my recent reservation at Casa Do Cairo-Dar AlRehab with confirmation number [redacted].[redacted].[redacted] and PIN [redacted]. I would like to report the unsatisfactory experience I had with both booking.com customer services and the property. During my two-hour phone calls on 17 Aug with booking.com, no one was able to resolve my issue. The problem arose because the price charged to my credit card differed from the total price displayed during the reservation, and the property did not specify a fixed amount for cleaning fees. Additionally, upon arriving at the property's address, it was not recognizable. Despite calling the property repeatedly, they only answered once in the morning and refused to engage further when I requested a refund for cancellation. My family, including my wife and 20-month-old child, were inconvenienced, and we ended up having to search for alternative accommodation late at night. I am seeking a thorough investigation into the errors made during this reservation, a full refund, and a response from booking.com regarding the property's conduct. Sincerely, Ramy Hamed Quality Manager

Subject: Modification Request for Booking Confirmation [redacted] Hello, I made adjustments to the booking referenced above on the Booking.com website to include an additional night. The reservation now spans three nights from November 13th to November 15th, [redacted]. However, I need to modify the stay for two guests, Basil G. and Steve R., to only two nights, on November 13th and 14th, [redacted]. I've reached out to the hotel, but they advised that the adjustment must be done through Booking.com as I could only amend the entire booking on the website. I would appreciate your assistance in facilitating this change. Thank you, Best regards, Danita Fourie

I am currently at Skypark Hotel Myeongdong 3 in Seoul and am deeply disappointed with the breakfast and wifi services. The wifi is barely functional, and the breakfast consists of a single bag provided each morning without a buffet. One egg, one milk, one juice, and two cookies are included. Despite informing the hotel in advance of my milk allergy, their response was dismissive. This unique and unsatisfactory service is not specified on Booking.com. Assistance in addressing this matter would be greatly appreciated as this treatment of guests is unacceptable. Thank you for any help you can provide.

This is a business trip, and my return destination was mistakenly set to Atlanta instead of Orlando. I would be grateful if this could be adjusted. Could you confirm if there will be an extra charge? The airline suggested that this could be rectified as the flight only deviates at the layover in Arizona, where my intended destination is not Atlanta. The error was made by my boss.

Yesterday, we arrived at our hotel at the scheduled time as per booking confirmation number [redacted]. Unfortunately, upon our arrival, there was no one present to provide us with the keys. Due to the rain and darkness, we had to seek alternative accommodation. A nearby bar patron attempted to contact the property owner without success. Despite multiple attempts to reach the owner, no one responded. Consequently, we had to stay at a much more expensive hotel. I am requesting a full refund for the booking due to the unsatisfactory experience. The situation was uncomfortable as the location was dark and isolated. I hope for prompt resolution and reimbursement as this was not the service I expected from a property listed on booking.com.

I made a reservation for a 2-night stay at Healing Springs Cabins in Crumpler, NC, but only stayed for 1 night due to some issues. I had a conversation with the property owner and explained my reasons for leaving early. While my bank confirmed the charge for 2 nights, there was also a pending charge for a 3rd night that I did not authorize. I reached out to the owner via calls and texts to resolve this matter, but I have trouble accessing my email due to issues with my phone. Kindly send the confirmations to my alternate email, panheads4ever15@gmail, as I urgently need them. I experienced some security concerns during my stay, resulting in my early departure. Despite addressing these concerns with the owner, I did not receive a satisfactory response. I require the invoices and confirmations for my bank, as my phone's security was compromised. I have involved the authorities in this matter and they may contact Booking.com for assistance. Thank you for your prompt attention to this matter. Regards, Tiffany Goodman.