Booking.com Customer Service Issues

Hello, I need assistance with my roundtrip flights to and from Kenya and Finland. Firstly, in Nairobi, we made an early booking before receiving our visas, resulting in an additional payment. Secondly, the Turkish airline staff who rebooked our flights changed the departure dates without informing us, causing us to miss our original flight and incur additional costs. Can someone please advise on how to assist us with this situation? Thank you.

I tried to make a reservation in Anaheim, California for January 6 to January 8. Using my mobile, each time I entered my credit card details to book, I received an error saying the transaction couldn't go through. I eventually gave up, planning to retry with a better signal later, but then noticed I received three confirmations for the same hotel stay. I only intended to book once!

Hello, my name is Agnes. I made a booking for an apartment on booking.com with reference confirmation number [redacted] and have completed the payment. This morning, December 31, [redacted], I tried contacting the host since 8:00 AM but received no response. After messaging via WhatsApp, the host threatened to involve the police. Subsequently, I received a voice note explaining the booking was not confirmed, and the apartment is undergoing renovations. I am concerned about the refund for the amount paid. My vacation plans were disrupted due to this booking issue. The host's behavior was unprofessional. I urge for a refund and request that only legitimate hosts be allowed on the platform. I anticipate your prompt resolution. Thank you, Agnes

My 77-year-old mother, who is partially paralyzed and uses a wheelchair, had made a reservation for a handicap accessible room at the Homewood Suites in Manchester NH for New Year's Eve to attend a wedding. Unfortunately, upon arrival, she was told they had no record of her reservation or any ADA compliant rooms available. Despite not receiving a confirmation email with a reservation number, we were charged for a non-existent room. This mishap caused us to miss a significant moment at the wedding. After reaching out to Homewood Suites, they directed us to contact you as they claimed the booking was done through your service.

Dear Sir/Madam, I am writing to express my disappointment. As a loyal customer on your site, I had booked a room at the Hotel de l'Ami Fritz in Ribeauvillé for the night of 12/14/22. Due to the terrible weather on the 13th in the Grand Est region, I called them to see if I could reschedule. I was able to secure a new booking for 12/19/22 and subsequently cancelled my initial reservation on Booking. However, upon checking my accounts after returning home, I was surprised to see that the initial reservation of [redacted] euros had been charged to my account. Despite contacting them, they refused to acknowledge my situation, citing your policy with no offer of compensation, even though the cancellation was due to "force majeure" with the roads being impassable. I kindly request your assistance in liaising with the Hotel de l'Ami Fritz to process a refund for this reservation. I trust in your prompt action to ensure I receive this reimbursement. Yours sincerely, Marie-José C. Mobile: [redacted] [redacted] - OISSERY France Reservation at Hotel de l'Ami Fritz for the night of 12/14/22: booking number [redacted], confirmation code [redacted] Cancelled

Subject: Issue with Golden Mile Beach B&B Reservation Hello, I have a confirmed reservation for two guests at [redacted] Golden Mile Beach B&B in St. Helena Bay from 05/01/[redacted] to 07/01/[redacted]. Upon arrival at the guest house on January 5, [redacted], at 13:45, we found the property locked and unattended. Despite several attempts to contact the host at [redacted], we received no response. After waiting for over four hours without any resolution, I had to seek help from a nearby neighbor, who was also a guest. As no one showed up, I had to visit the local South African Police Station at 18:00 to obtain an affidavit confirming the situation. Attached are the affidavit, call screenshots, and photos from the property. I kindly request a refund for the reservation (Confirmation: [redacted]) due to the inconvenience faced. Thank you for your assistance in addressing this matter promptly. Best regards, S.H.

We made a reservation at The Chateau at Lake La Quinta through bookonline.com for Jan 9-11. Due to testing positive for Covid recently, we tried to cancel or modify the booking. We were informed we would receive a voucher within 24 hours but haven't received it yet, even though several days have passed. The itinerary number is H[redacted], and the room confirmation number is [redacted]5. Our email is [redacted], the Visa used ends in [redacted], and the reservation is under Gwen MacLane. Despite testing negative now, we want to re-book for the same dates using the promised voucher. We were charged $[redacted].02 and are eager to use the voucher tomorrow. We've requested the voucher via email several times as we don't have a smartphone. Please contact us at [redacted]. The hotel can accommodate us, but we need the voucher first.

I need guidance with a flight booking issue I experienced. I scheduled a flight through booking. com for November [redacted], back in September [redacted]. However, during the booking process, there was a system malfunction on their end. Consequently, I did not receive a confirmation email, but the payment was deducted from my boyfriend's bank account. I reached out to their customer service and was advised to provide screenshots of the bank statement as evidence for a refund. Despite sending over 20 emails and engaging with multiple customer service representatives, they claim they cannot locate the payment, despite the provided evidence. I am unsure of the next steps to take. Thank you for any assistance.

I made a booking for my family on 12/29/[redacted]. I cancelled the reservation 15 minutes later due to an accident on I-95, which caused the interstate to close. I contacted Booking to inform them about the situation, but despite assurances from multiple agents, no confirmation email was sent to the hotel to cancel the reservation. The hotel manager also confirmed not receiving any cancellation email. Despite my efforts to resolve this, there has been no progress. Today, 1/9/23, I called twice and was hung up on both times. I find the customer service experience rude and unprofessional. I have now disputed the charge with my bank and am considering legal action with my attorney from Morgan and Morgan due to this issue. Booking Reference: [redacted], Booking.com.

Review of Mali Mali Lodge My stay at Mali Mali Lodge from January 4th to 7th was highly disappointing. The lodge advertised game viewing, but the sole available vehicle was broken down. The place lacked activities besides a dirty pool. The room was uncomfortable with a thin mattress on a cement base. The pictures on the website were outdated and misleading. The lodge had many stairs, challenging for those with mobility issues. The accommodation was poor, with broken furniture and decking. Safety was a concern as I injured myself due to the broken walkway. The breakfast portions were meager, and only instant coffee was available. There were limited services directly from the lodge, requiring long drives for activities. Additionally, the presence of stagnant water made it a breeding ground for malaria-carrying mosquitoes. The only positive was the hospitality of the hosts, Chantelle and Sinjin. I was also overcharged for dinner without receiving the included dessert.

I need assistance with a refund issue. I mistakenly booked a flight for January 29th instead of December 29th via booking.com. I attempted to cancel the booking through the app, then via email without success. Finally, I canceled it in person at the airline and received a physical receipt. The airline advised me to seek a refund through booking.com. I have contacted booking.com multiple times but have not received any assistance. The airline confirmed I am eligible for a full refund due to the cancellation within 24 hours. However, booking.com mentioned a deduction without proof. I deeply regret booking through them, spending a lot of time emailing and following up. I kindly request urgent help with this matter.

Subject: Disappointment with Booking.com Hello, I am writing to express my extreme disappointment with the lack of attention we have received regarding our upcoming trip booked through Booking.com. We have tried multiple times to address our concerns without success. We booked a hotel and air package scheduled for tomorrow, January 10th, [redacted], with record locator number AJOYOK. Unfortunately, due to the recent escalation of the Drug war in Mexico, we feel it is unsafe to proceed with our travel plans. Our hotel and returning airline, VIVO AEROBUS, have agreed to issue refunds due to the current situation. Despite our efforts, we have faced obstacles in obtaining a refund for the outbound portion of our trip. While we understand the standard refund policies, the current circumstances in Mexico, as evidenced by reports and videos, clearly indicate a significant risk to travelers. We are seeking a refund of $[redacted].76 for the American Airlines portion of our trip. We have previously used Expedia.com but decided to try Booking.com for this vacation, only to be met with disappointment. We hope for a timely resolution to our refund request. Thank you, Stanley L. & Debbie A. [redacted]

I recently stayed at Apartment [redacted] in Melbourne and was extremely disappointed with the cleanliness of the space. The walls were marked and dirty, there were finger marks on every door handle, and old sticky tape residue on the walls. The carpets were frayed, ripped, and stained. The toilet seat was dangerously broken, there were no towel rails in the bathroom, and the walls were dirty. The beds were uncomfortable, low to the floor, and stained with bodily fluids. The balcony was dirty, the vacuum cleaner was taped up, and the kitchen had old food residue. Despite contacting the owners for a week to address these issues, our concerns were ignored. As a group of sisters who look forward to this annual holiday, cleanliness is crucial, especially considering one sister's special circumstances. We will be escalating this matter to the Ombudsman. I have pictures documenting the poor condition of the apartment. Kindly assist us in any way possible. Thank you. Christine B.

Dear Booking Manager, I hope this message reaches you well. We are visitors from Oman who have made a reservation for a 7-night stay at Woodbury by Michael Butterworth Penang [redacted] in Penang City, Malaysia from January 23 to January 30, [redacted], with Confirmation Number [redacted].[redacted].[redacted] and Pin Code [redacted]. Our flight is scheduled to land at Penang Airport at 12:20 AM on January 24, [redacted], with an estimated arrival at the apartment between 1:00 AM to 2:00 AM. Despite informing the apartment owner about our late check-in, we were advised that we cannot check in after midnight. We are seeking a resolution or a refund for the night of January 23, [redacted], which we have already paid for. We kindly request your assistance in addressing this matter promptly. Thank you, Talal A. Oman Mobile: [redacted]2 Email: [redacted]

Hello, My reservation number is [redacted]. I am writing to share my recent experience at Andreina Hotel in Rome. Upon arrival, we were disappointed by the lack of lighting and the overall condition of the building, which is old and not well-maintained. The room we were given had a strong smoking smell, which was concerning as my wife has recently undergone heart surgery and cannot be in such unhealthy environments. I urge you to review the quality of Andreina Hotel as the pictures online do not accurately reflect the reality of the place. Due to these issues, we had to make alternative accommodation arrangements for the remainder of our stay. Therefore, I kindly request a full refund on my credit card for the reservation. If you need to reach me, please contact me at [redacted]. Thank you, Jimmy U.

Good day, I hope this message reaches you in good health. My family and I are from Oman, and we had made a reservation for a 7-night stay at Woodbury by Michael Butterworth in Penang City, Malaysia. Our reservation is from January 23 to January 30, [redacted], with the confirmation number [redacted] and Pin Code [redacted]. Our flight is scheduled to land in Penang on January 24, [redacted], at 12:20 am. We have informed the property owner of our late arrival, but he has stated that check-in after midnight is not permitted. Despite negotiations, no alternative arrangements have been provided. We have already paid for the night of January 23, [redacted], and kindly request your assistance in resolving this matter. We are hopeful for a flexible solution to allow us to check in after midnight or a refund for the night in question. We appreciate your prompt attention to this issue and look forward to your swift response. Best regards, T.A.

I've listed a newly constructed luxury property with a property manager named Sonya Jones of Royal Property Management. We've encountered an issue where the property has been disabled on your platform. We are a legitimate property with supporting documents like utility bills and the HUD Settlement Statement. We've had successful bookings on Airbnb already and have shared the listing link with you. Please contact us to rectify this mistake promptly. Our property is located at [redacted] Fair Street, Atlanta, GA [redacted], near Morehouse and Spelman College. We have marble floors, a front porch, and high-end décor. Your immediate attention to this matter is greatly appreciated. Thank you.

Dear Booking, I am writing to address my recent experience with booking no. [redacted], associated with PIN no. [redacted]. Upon attempting to check-in at Peppery this afternoon for a 4-night stay I had reserved through your website, I encountered some issues. Although I had pre-paid for the entire stay, I was unexpectedly asked to pay an additional 8 euros for city tax. Preferring to pay in cash, I intended to settle it later. However, the receptionist's response was unwelcoming and made me feel uncomfortable. Subsequently, I was informed I needed to pay a [redacted] euros deposit for the room, a requirement not mentioned in the hostel's terms. This raised concerns for me as I am a frequent traveler and have never encountered such a demand before. This experience has shattered my trust in booking.com, and I believe this property should be thoroughly reviewed or removed from your platform. I have chosen to seek alternative accommodation for the night and respectfully request a refund for this disappointing stay. I look forward to your prompt resolution. Sincerely, Genius 3 loyal user

Regarding flight booking information: - Confirmation Number: 40-[redacted]90 - PIN Code: [redacted] - Email Address Used: [redacted] I am requesting the cancellation of my return flight from Belo Horizonte to Milan Malpensa on December 28th. This action is necessary due to your inability to provide me with an alternative arrangement for my outbound flight from Milan Malpensa to Lisbon on December 9th (with a connecting flight to Belo Horizonte). These circumstances should not be attributed to me. Therefore, I urge you once again to refund me for the canceled LATAM flight. Article [redacted] of the Navigation Code states that if a passenger is prevented from departing due to reasons not attributable to them, the contract is terminated, and the carrier must refund the price of the ticket. Please refund the remaining portion of the non-refundable ticket within 30 days of receiving this request. Thank you.

I arrived at the hotel late last night after work and planned to stay until the following day as I had booked the room for another night. I expected to pay and continue my stay later in the day, but was unexpectedly asked to check out in the morning. Despite having a valid reservation visible to Booking.com, the hotel denied it and canceled my booking. I am now in my car, with my belongings and cat, without a place to stay or funds. I need a room to continue working as I've missed work already today and it's now past 4:30 pm.