Booking.com Customer Service Issues

Archive 122

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #122. It includes a selection of 20 issue(s) reported June 28, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am from Stanely, Va., close to Big Meadows on Skyline Drive. I researched booking a stay there with my wife to enjoy the cabin and outdoor activities. Despite working at Big Meadows as a teenager, I booked "The Nest" assuming it was at Big Meadows, as indicated in all our emails. However, the day before our arrival, Allstar Lodging, the local provider, sent directions to a place in Shenandoah, Va., not at Big Meadows as we expected. This was a shock and disappointment. We want a refund as we feel deceived by Booking.com's false representation. My wife, unfamiliar with the area, has been understanding, but we are not satisfied with the actual location, which is nothing like what I anticipated. I contacted Kim from Luray, explaining the mistake, but the situation remains frustrating. We urge for a correction and an apology for this misleading situation.
Reported by GetHuman-brucewkn on Tuesday, June 28, 2022 7:31 PM
I am requesting a one-time courtesy credit of $78.21. I made a hotel booking thinking it was through the hotel directly. The website displayed $[redacted].00, yet my confirmation showed $[redacted].21. I tried to cancel within 5 minutes but was informed it was not possible. The sudden price increase caught me off guard. I have booked with you previously without issues. To secure the room, I had to adjust my stay dates with the hotel at the initial rate of $[redacted].00. Hoping for your assistance as I prefer not to dispute the charge with my bank. The booking mishap occurred as I searched for the hotel online and clicked on what I believed was the hotel's website. Kindly contact me for further discussion. Thank you. Reference number: [redacted]. - Eric
Reported by GetHuman7586639 on Thursday, June 30, 2022 12:11 PM
I recently had a frustrating experience with Frontier Airlines. They canceled two flights due to overbooking, leaving me stranded without a flight to Houston as planned for Thursday and Friday. After waiting in long lines for hours, I received a voucher showing a credit of $[redacted].92, but they still owe me $[redacted].37. I am seeking a refund as this situation was entirely their fault. I require a letter from Frontier to show the car rental company that I did not receive the service I paid for. The total amount they owe me is $[redacted].56. Thank you for your assistance in resolving this matter promptly.
Reported by GetHuman-texwoman on Friday, July 1, 2022 1:01 AM
The booking was made under the name Akash Yadav. Confirmation Number: [redacted] PIN: [redacted] Property: City Aldgate Apartments, London Booking ID: [redacted] Check-In: 29 June [redacted] Check-Out: 3 July [redacted] I am writing to express my dissatisfaction with the customer service received from your company. The booking experience was disappointing as the room reserved was not provided, and the customer service was unhelpful. After a lengthy wait on hold, we were unable to speak with a supervisor. When contacting the property directly, we faced rudeness and disconnection. Despite our oversight of property policies, the email stating that a 25+ guest could check us in and honor the reservation was revoked last minute, causing additional stress. The lack of transparency and inconsistent communication was frustrating. My guest and I had to secure an alternative accommodation last minute at a high cost due to the inconvenience caused. I urge the company to consider compensating us for these inconveniences. The unexpected expenses incurred have strained my budget. This negative experience has marred my first visit to London, and I am disheartened by the service received. Regards, Ishwaraj Singh Bhatia
Reported by GetHuman-isbhatia on Friday, July 1, 2022 5:31 AM
I had a terrible experience at La Quinta Inn on 5/5/22. Despite booking through booking.com for $68.53, I was turned away for being a local. I have been trying to get a refund for over a month without success. I am disappointed in their treatment and lack of response. Please contact me at [redacted] or [redacted] to resolve this issue promptly. Thank you.
Reported by GetHuman7604374 on Tuesday, July 5, 2022 9:42 PM
I made reservations for three (3) rooms at Hotel Thistle in Port Dickson, Negeri Sembilan, Malaysia via booking.com. The check-in date is May 3rd, [redacted], and the check-out date is May 4th, [redacted]. Unfortunately, we had to cancel due to a family member's Covid exposure. We've had trouble obtaining a refund paid with my HSBC Credit Card for this booking made through booking.com, which is affiliated with expedia.com. The hotel has been in contact with expedia.com for a refund, but it has been over two months without any resolution. I plan to avoid booking with booking.com or expedia.com in the future due to the lengthy refund process. My booking numbers are [redacted], [redacted], and [redacted].
Reported by GetHuman-sanyyb on Wednesday, July 6, 2022 6:53 AM
Hello, I have encountered issues with hotel bookings recently. From July 1 to July 15, I had made a reservation at Red Roof Inn in Sacramento without any problems. However, I realized I was also booked at Super 8 for the same dates. Due to Super 8's 14-day limit policy, I had to leave on July 15. Similarly, from July 1 to July 15, I had another booking at Roy's Inn & Suites. Despite numerous calls, no one answered, and I couldn't even leave a cancellation message. Each call ended with the phone ringing. When I initially called, I was told to call back due to unavailability of staff. During my stays, I only stayed at Motel 6 but had to leave after a week because of their 14-day rule, even though I hadn't stayed for 14 days. After moving to Super 8, I faced the same issue and had to leave again. I booked Super 8 from July 15 to July 29 using my debit card after my credit card was declined the first time. Now, there are two bookings on my calendar, and I fear being double charged due to the deposits. I am struggling to track them effectively and wonder if there is a way to view all my bookings together for clarity. Any assistance would be greatly appreciated!
Reported by GetHuman-debrahf on Friday, July 8, 2022 8:56 PM
I made a reservation at Pear Tree Inn for August 5th and 6th, [redacted], and inquired if the payment was deducted from my debit card. The representative confirmed this and mentioned that choosing to pay later would result in a slightly higher rate of $[redacted].40 instead of $[redacted].98. Despite agreeing to pay later due to having limited funds until my Social Security check arrives, my account was still charged the higher amount, causing an overdraft of $[redacted].15. I urgently need a refund to avoid additional fees. My reservation number is [redacted], and I'm seeking assistance as I have been unable to resolve this with the company.
Reported by GetHuman7616127 on Friday, July 8, 2022 11:23 PM
After a four-hour journey with my partner, we arrived at our destination only to find out that the house we booked was not the one we had seen. Upon entering, the house was completely FLOODED. I contacted the owner, who rudely informed me that he was at a wedding and couldn't do anything about it. He told me to just leave with my luggage 😡. Truly selfish behavior.
Reported by GetHuman7616733 on Saturday, July 9, 2022 6:05 AM
I made a reservation at the Beach Motel in Wells, Maine. Upon arrival, I encountered sketchy individuals smoking outside my room. There was a cat in the neighboring room's window, which was concerning. Inside, I found the room infested with mold and very damp. The pool was closed due to chemicals, and there were numerous bikers frequenting the area. Feeling unsafe, I left within 15 to 20 minutes and booked another hotel nearby to ensure my family's safety. I am seeking a refund for my reservation.
Reported by GetHuman7617979 on Saturday, July 9, 2022 5:57 PM
I would like to book a package deal, but I need to speak with someone as one of the 10-day stays at the hotel will change. I want to return to the same hotel in the original city and book through booking.com. How can I contact someone for assistance? I am unable to finalize the booking online without confirming all 10 days at the same hotel without any gaps in between. I am traveling from Fort Myers, FL, to Hartford/Bradley airport. The hotel is in Wallinford/Meriden Ct, named Courtyard by Marriott. Thank you.
Reported by GetHuman7618665 on Saturday, July 9, 2022 10:25 PM
Regarding Reservation # [redacted] I had several detailed discussions with your representatives on June 27, [redacted], where they assured me multiple times that we would receive a refund for a cancellation fee approved by Holiday Inn Express Hotel in Vicksburg, Mississippi for one of our three rooms on July 1, [redacted]. During a phone call with your representative, they confirmed that the hotel had agreed to the refund, even though the email from Booking.com later claimed the hotel denied it. I personally verified with the hotel that no email requesting approval was sent. Despite assurances from your representative, the refund of $[redacted].12 plus applicable taxes has not been processed to my credit card. I urge swift resolution as I find it cumbersome to deal with this matter during my vacation. Thank you, LK
Reported by GetHuman7626888 on Tuesday, July 12, 2022 5:35 PM
Booking Confirmation# [redacted] PIN#[redacted] Dukes' Arches Brugge Adult only Hotel I want to discuss my recent experience at Dukes' Arches Adult only hotel in Brugge, Belgium. I am dissatisfied with the response I received from the hotel manager, Mr. Peter. I believe customers should have the right to refuse a room upon arrival if it doesn't meet their expectations. While I could have declined the room initially, I chose to stay for one night and asked for a credit for the second night as a gesture of goodwill and fairness. Unfortunately, Mr. Peter was not friendly; in fact, he was quite rude and abrupt, even threatening to call the police if we didn't leave the hotel. This behavior was shocking and unacceptable. I am seeking assistance from booking.com to process my refund. Any guidance on how to proceed would be greatly appreciated. Thank you for your support. - Mark Najafi.
Reported by GetHuman-marknaja on Tuesday, July 12, 2022 10:17 PM
Booking Confirmation: #[redacted], PIN: #[redacted] I booked a reservation at Pompano Beach Club from May 8 to May 14, [redacted]. Due to a positive COVID test on May 6, I had to cancel my stay in compliance with the Bermuda Government's restrictions. The hotel promptly refunded the $1,[redacted] deposit. Unexpectedly, on June 6, I was charged the same amount, as the hotel claimed Booking.com did not recognize the cancellation due to COVID. I urge Booking.com to honor the circumstances of my cancellation, as it was impossible to foresee the positive test results earlier. Your intervention is crucial for the refund of my deposit. Thank you. Best regards, Peter V. S. Nita M. K.
Reported by GetHuman-petersny on Friday, July 15, 2022 5:02 PM
I find it shameful and disrespectful what has happened. I booked my family vacation with much effort and excitement for the trip I had planned. I paid over [redacted]€ for plane tickets and booked an apartment to stay in Amsterdam. A few hours after booking, the host contacted me via WhatsApp, having my private phone number, asking me to check my emails to see if Booking had contacted me to make another payment because the previous one had failed. The host's request seemed suspicious, and upon checking my emails, I found one with the same Booking logo and colors but from a strange email address. I realized I had been scammed. The host (if I can even call them that at this point) WAS TRYING TO STEAL MY CREDIT CARD INFORMATION, and as I mentioned, they also had my private number. What happened has greatly upset me. Now I am left with a flight to Amsterdam and nowhere to stay for a week, I am in the streets with small children. There are no other available accommodations in the city for my dates within my budget. Due to Booking, a trip that was supposed to be a lovely family time has turned into a nightmare and a huge loss of money. I trusted Booking because I had a good experience with them before and considered them a professional company that cares about customers, but what happened has completely shattered that perception. I hope for a prompt resolution to this unfortunate situation. I need an apartment with the same features as the one I booked (8 beds) in central Amsterdam from September 15th to 22nd, spending the amount I had budgeted for the reservation that turned out to be a dangerous scam. I hope that the Booking team can resolve this situation as soon as possible, as it is causing me a lot of stress these days. I want to remember Booking as a good company that protects its customers, not a site where you risk being scammed. I hope you can help me resolve this. I look forward to hearing back from you. T.D.
Reported by GetHuman7637657 on Friday, July 15, 2022 10:08 PM
I stayed in a hotel last night booked through booking.com with a 7.8 rating. It turned out to be the worst experience of my life. I stayed in a box room with no air, unable to sleep due to poor air quality. The room wasn't as advertised, pictures were misleading, and the broken lift made it difficult to carry equipment. Lack of staff assistance was disappointing. I feel unwell due to the lack of airflow and sleep. I stayed at Kip Hotel in Hackney, London, and realized other customers had similar negative experiences, feeling claustrophobic like being in a coffin or prison cell. The hotel poses a safety hazard with dirty air. I request a full refund as this experience was appalling. I hope the hotel will be investigated and not represented by booking.com. Despite having no previous complaints, this stay was the worst ever. Your assistance in getting a refund is appreciated. Thank you.
Reported by GetHuman7642201 on Sunday, July 17, 2022 10:44 PM
Dear Customer Service, I am writing to request a full refund for my recent stay at McDream Hotel München-Airport. Upon arrival at 3:30 PM, we were informed that there were no clean rooms available, resulting in a nearly 3-hour wait to access our room. The most significant issue arose when we were told that the hotel did not have rooms suitable for three guests as indicated on the booking. This discrepancy led to me sleeping on the floor after an exhausting 18-hour drive, as the provided baby bed was unsuitable for the children. The hotel blaming Booking.com for the error was disappointing and led to a less than satisfactory experience. Please address this matter promptly. Thank you, Peter B. [redacted] - Frederikshavn [redacted] 29 82 79 18
Reported by GetHuman7656406 on Friday, July 22, 2022 2:35 PM
Upon arrival at the hotel for my reservation, the staff initially charged my card and showed us to our room. Shortly after, we were informed that the payment had not gone through. The staff suggested we call our bank, and upon doing so, we found out that the charge had indeed been processed. Despite this, the manager refused to acknowledge this and was unhelpful and dismissive. Even when we explained the situation calmly, they were unwilling to rectify the issue. They made two transactions but refused to refund us, claiming nothing was deposited. We are now seeking a refund and will find alternative accommodations due to the unsatisfactory response from the hotel.
Reported by GetHuman7661011 on Sunday, July 24, 2022 12:43 PM
Hello, I am experiencing an issue with a reservation I made at Cerrahpasa Apart Hotel in Trabzon. I initially booked an apartment and was charged for the reservation, but later on, I found a better offer for the same apartment in the hotel. I cancelled the first reservation and made a new one, but the refund for the first booking was not processed. Despite speaking with the hotel owner during my stay and contacting them multiple times via email and WhatsApp after my return, I have not received the refund. It has been over two months now, and I am still trying to resolve this issue. I would appreciate any assistance in getting my refund back. Thank you.
Reported by GetHuman7662946 on Monday, July 25, 2022 12:28 PM
Reservation: [redacted] Location: Cozy Guest House Florida My stay at the Cozy Guest House Florida was far from comfortable. I encountered a cockroach in the room, a broken curtain that was not fixed despite my report, and red spots in the bathtub that required extensive hot water running to clean. The cleanliness of the place was subpar, as shown in the photos I sent in a follow-up email. After discussing the issues with Hilary, we decided to leave early. We had already paid $[redacted].00 for 3 nights, inclusive of cleaning, taxes, and booking commission. Hilary agreed to refund us for the remaining 2 nights, totaling $[redacted].00, but we have only received $[redacted].00 so far. I am seeking assistance to resolve this matter promptly. Thank you.
Reported by GetHuman-manahin on Monday, July 25, 2022 8:11 PM

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