Booking.com Customer Service Issues

I stayed at the Cozy Guest House Florida, expecting a comfortable stay. Unfortunately, during my one-night visit, I encountered a cockroach in the room. Additionally, the broken curtain was not addressed after I reported it, forcing me to cover the hole with a blanket. The bathtub had red spots, making me run hot water for disinfection. The cleaning was subpar. In light of these issues, I spoke to Hilary, requesting to leave early. We had paid $[redacted] for three nights, inclusive of cleaning, taxes, and booking fees. Hilary agreed to refund the remaining two nights' worth, totaling $[redacted], not $[redacted]. I am reaching out to Booking for assistance in receiving the $90 difference that the guest house still owes me.

On the 13th of May, [redacted], I was booking a hotel on Booking.com for my upcoming trip for my daughter's cancer treatment. During the booking process, the website clearly indicated that the reservation could be canceled free of charge until the 22nd of May, [redacted], and that the payment would be processed on the 20th of May, [redacted]. However, to my surprise, my card was charged on the spot when I entered my details, prompting me to cancel the booking immediately. I reached out to Booking.com's customer service the same day to explain the situation and request a refund. Despite assurances that I would receive my money back within two weeks, a month passed without any refund appearing in my bank statement. When I pursued the matter further, I was given conflicting information by customer service, leading to frustration and confusion. The hotel also denied responsibility for the double charge, directing me back to Booking.com for resolution. Despite my circumstances of traveling from Africa to the UK and Paris for my daughter's treatment and the financial strain it entails, Booking.com has failed to refund me GBP [redacted].45 for a canceled booking that was charged in error. I urge the relevant authorities to intervene in this matter, as the refunded amount is crucial towards my daughter's cancer treatment. Thank you for your assistance.

Dear Sirs, I hope you are well. I am reaching out regarding an issue with a booking made through your company. Upon arrival at our apartment in Paphos last night, we discovered it did not match what we had reserved. The apartment we booked was a luxury 2-bedroom with a pool view for 2 adults and 3 children at Arilena Holiday Apartments. However, we were surprised to find a substandard apartment with different furniture and no pool view. When I raised this with the complex owner, he became agitated. As we trust your company, we kindly request your assistance in resolving this matter by refunding the total amount, allowing us to relocate within the same area. We ask that you send an inspector to verify the discrepancy between what we booked and what we received. Below is the booking link for reference. Your prompt attention to this matter is greatly appreciated. I eagerly await your response. Best Regards, T.N.

I previously submitted this complaint on your website without a response. On June 4, [redacted], I booked a room at Le Chateau Deluxe Hotel in Trevoux, France, with reference MT[redacted][redacted]9. Upon arrival, the address was difficult to locate. When I called the provided number, a woman initially denied my reservation despite my confirmation. Eventually, she acknowledged the booking and gave directions to the hotel. Upon arrival, the building was deserted without signage. Despite contacting the woman again, she refused to assist further, complicating our access to the room. After struggling up 34 makeshift stairs to an unattended room with no elevator, we were informed there was no food available. Frustrated, we found alternative lodging at a Motel. I am requesting a full refund of £[redacted].68, charged to my credit card on June 6, [redacted]. - S. J. Wickerson

Hello Mr. Glenn, I hope this email finds you well. Regarding my recent hotel booking with reservation number [redacted], I must express my disappointment. The accommodation I booked was nothing like what was advertised on the booking.com website. The room was in poor condition with a broken bed, bugs on the mattress, and a strong smell of paint that was concerning for health and safety. Upon arrival, I realized the situation was unbearable, but tired from my journey from New Zealand, I reluctantly stayed for a night since I had nowhere else to go. The room was not livable due to its conditions, and I immediately requested a change. It was also inconvenient that check-in had to be done at a different hotel, Pearl, instead of Sapphire as indicated on the website. When I approached the receptionist for a refund, he was uncooperative, stating that the payment had not been received from booking.com. Despite contacting booking.com for assistance, I have not received a helpful response from their customer service team. I switched to another accommodation promptly for health reasons, as the initial room made me unwell. I am reaching out to you before taking further action to seek a refund. I believe in your commitment to customer satisfaction and hope for a resolution regarding this matter promptly. I insist on being refunded for the unsatisfactory experience and the significant amount of money I spent on this terrible accommodation.

I reserved a two-night stay through Booking.com, but unfortunately, the wedding I was attending got cancelled three days after booking. I promptly contacted the hotel to cancel my reservation, and was informed I would hear back within 5 to 12 days. However, I have not received any updates yet. When I made the booking, I received a text from Booking.com stating that I could cancel or change my reservation without any charges if done before August 21, [redacted]. The text detailed the room cost at GBP £[redacted].00 for August 23, [redacted]. The total amount for the room was £[redacted].00. My name is Norah A Stoneman.

Good morning, I am currently staying at the Diamond Nishareshi Hotel in Istanbul, and I would like to share my dissatisfaction with the accommodations. Initially, I must highlight that the rooms are unclean and infested with insects, notably ants, and I can provide evidence of this issue. Additionally, despite daily requests, the staff fails to clean the rooms adequately, leading to consistently poor conditions upon my return. Furthermore, I had reserved two rooms, but due to an unforeseen emergency, my sons could not occupy them. I implored the hotel to refund my payment since no one had utilized the rooms, even offering cash in dollars, yet they remained uncooperative. I urge for assistance in addressing these concerns promptly, as the level of customer service and handling of finances by the hotel staff has been subpar. It is worth acknowledging that Mr. Mustafa is an exception to this and has been a positive aspect of my experience.

Dear Customer Service, I am writing to formally address an issue regarding booking reference number [redacted]. On the 13th of February [redacted], my party made this reservation through your website for a special celebration trip to Fleetwood. We were excited about attending the bowling festival in the area. Unfortunately, we faced challenges with Empire Fleetwood Apartments, your partner. After booking, we were informed of a payment issue, which we promptly resolved with the required payment made on the 15th of February. Subsequently, we received a last-minute notification from the host, citing maintenance problems and canceling our reservation just a day prior to our arrival. This sudden change not only caused financial losses but also disrupted our plans, leading to significant inconvenience as we struggled to find alternative accommodations. Upon further investigation, we discovered that the apartments in question do not exist, leaving us feeling scammed and deeply disappointed in the service provided. It is disheartening to think that Booking.com may be unintentionally facilitating fraudulent activities. We are considering legal action if a satisfactory resolution is not reached promptly. Our requested remedies include a full refund of £[redacted] along with compensation for alternative accommodation, travel expenses, and loss of enjoyment. We eagerly await your response and a resolution to this matter.

Bonjour, Je vous informe qu'une erreur a été commise pour la réservation de l'auberge du Presbytère de la Ville de La Baie au Saguenay. Après avoir vérifié auprès du presbytère, il n'y a plus de chambre disponible. J'ai remarqué que la transaction a été débitée sur ma carte de crédit. Je demande donc un remboursement intégral du montant. Veuillez s'il vous plaît confirmer la correction à mon adresse e-mail : [redacted] L. Pelletier

I have experienced poor service from booking.com when trying to cancel my flights from Auckland to Fiji scheduled for tomorrow, August 11th, and the return flight on August 14th. The booking reference number provided is 3F7DHH. After multiple calls with long wait times, I was initially told I would receive a refund, then told there was an error and I wouldn't get a refund or credit. I was advised to contact AirNZ before canceling to inquire about a refund or credit. AirNZ confirmed the booking reference was incorrect, only covering one of my flights, and mentioned that booking.com should have contacted them directly for both refunds. I have been unsuccessful in reaching booking.com via the toll-free number, as it disconnects after a few rings. Cancelling my flights and obtaining refund information has been needlessly complicated. I reside in Auckland and can be reached at [redacted]35.

My wife used Booking.com to book my flights from London Heathrow to Phuket via Delhi. However, upon checking in online for my connecting flight with Indigo Airlines from Delhi to Phuket, I did not receive a boarding pass. As a result, I was not allowed to board the flight at Heathrow by Virgin Airlines because I lacked the Indigo boarding pass. I had a hotel reservation in Phuket through Booking.com which I had to cancel. I also have subsequent flights to Hong Kong via Bangkok booked with Trip.com for August 30th and a quarantine hotel booked in Hong Kong for that date. Unfortunately, my plans have been disrupted by Indigo Airlines' failure to issue a boarding pass. I am now struggling to contact someone to either reschedule my bookings for my holiday or to get a refund from Booking.com. Your assistance in this matter would be greatly appreciated. Thank you, David S.

Good morning. I made a booking on Booking.com from August 13th to August 14th, booking number [redacted]. The reservation was confirmed. Upon arrival at the property, the owner denied any reservation and even claimed not to be registered on Booking.com. I reached out to customer support, who informed me that they would look for an alternative after conducting checks. Nearly 2 hours later, customer support contacted me to say they still had not found a solution. After another hour of waiting without any updates, I decided to book a room at a hotel at a higher price for just one day due to lack of availability elsewhere. Throughout this experience, I received no clarification on what had happened. I am concerned about being charged for a service I did not receive after securing the booking on Booking.com with a credit card.

We booked flights through booking.com, which redirected us to Gotogate for our trip to Sri Lanka. Unfortunately, we had to cancel our flights due to safety concerns, and although booking.com confirmed a full refund in 3-5 days, we have not received any money after three months. Booking.com claims it's not their issue and directed us to Gotogate, who insist they can't refund until they receive payment from the airline. Despite the airline making payment, Gotogate still refuses to refund us. We involved Amex, and Gotogate has now extended the refund time by at least three months, blaming our credit card company for the delay. The situation is frustrating and seems unjust.

Hello Booking.com team, I have encountered an issue with a promo code that I received from you, which expired yesterday while I was away for the weekend. I made a booking for a family quad room at Hotel Mosaic in Amsterdam for £[redacted] on the 12th of August. I specified it as a business trip, under my husband's email address [redacted] I believe this booking should qualify for the travel credits even though it was made before I could apply the promo code. I have attached a screenshot of the booking for your reference. I kindly request that as a loyal customer, you consider applying the travel credits to my account. Thank you, Karen B.

We booked at La Fontanina Resort in Giugliano, arriving on August 13 and leaving on August 16 with a reservation for two adjacent rooms, reservation number [redacted]. We were shown a dirty, partially broken room in a different building than the one we booked, and the other room in the resort, although newer and cleaner, did not match the photos. We declined the first room and squeezed all four of us into a two-person room. However, every day we receive dirty and torn towels and have to ask for soap each time. They did not refund even half of the amount paid, and we were not given the opportunity to speak with the owner. We tried to contact them immediately but got no response. In the meantime, they canceled our reservation without informing us. What should we do? We can send you a copy of the payment if needed.

I attempted to make a reservation on 8/3 through your website but encountered an error. I then made a booking at a different property. Surprisingly, I received an email confirming the initial reservation. Despite my proactive cancellation and quick refund, you failed to inform the property, resulting in a cancellation fee. This has been an ongoing issue for a week. I have communicated with multiple representatives without resolution. The phone line has been problematic, with calls getting disconnected or not going through. Please assist me in resolving this matter. Thank you, Kathleen Butman. Confirmation number: [redacted]. PIN: [redacted].

Hola, estoy muy apenada. Mis padres reservaron un apartamento en la Playa de San Juan, Alicante, pero al pagar se dieron cuenta de que en realidad estaba en Tenerife porque llevábamos un perrito. Tuvieron que cancelar y solo les devolvieron 30 euros. Mi hija de 5 años está muy triste porque ya no podemos permitirnos ir de vacaciones a ningún lado. Por favor, no deberían confundir a la gente de esta manera. El anuncio y el buscador decían una cosa, pero el mapa llevaba a otro lugar. Por favor, hagan una excepción y devuelvan el dinero. Estamos muy frustrados, a un día de irnos de vacaciones con las maletas listas nos encontramos con esto. Gracias.

During my stay at a Quality Inn booked through booking.com, I experienced a concerning incident at 2 am with someone banging on my door. Unable to see through the peephole, I declined to answer. Shortly after, I received multiple calls from the front desk demanding immediate access to my room, which I refused. When I peered outside, I noticed men loitering near my door, making it unsafe to leave. The following morning, I spoke with the manager, requesting a refund and resolution. Although the manager agreed to refund me, they required me to contact booking.com due to payment via a virtual card. Following up with booking.com led to delays and contradictory information about the refund process, frustrating me. Despite written confirmation from the property manager approving the refund, it has yet to materialize, prompting me to involve my bank in resolving the issue. The prolonged wait for the refund has left me exasperated and eager to have this matter resolved promptly.

I made a hotel reservation in London (Kensington Gardens) from August 17th to 21st through Opodo. After experiencing issues with receiving the hotel confirmation and lengthy calls to the Opodo hotline, they agreed to a cost-free cancellation. Despite having to find a more expensive alternative, I accepted the cancellation. Opodo sent me an email confirming the cancellation without any charges. However, the next day, the hotel charged me the full amount. Both Opodo and the hotel directed me to Booking.com for a refund, which was surprising as Booking.com was not initially involved. I requested the cancellation due to not receiving a separate hotel confirmation as promised. I was unable to obtain the hotel's contact information or cancellation policy. It was challenging to locate the Booking.com reference number, BC-[redacted], in the Opodo app, and all attempts to speak with a knowledgeable representative failed. Booking.com, please assist in resolving this issue and refund the money.

Hello! I am inquiring about the payment issue I encountered. I am quite concerned about the lengthy 7-day refund process. I do not have an extra [redacted] euros available on my card. I am eager to resolve this promptly. Kindly expedite my refund or assist me in confirming my booking. Kindest regards, H.