Booking.com Customer Service Issues

Archive 125

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #125. It includes a selection of 20 issue(s) reported September 18, 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 was mistakenly charged twice, once by Booking.com and once by Expedia, although I did not make a reservation with Expedia. I reserved 4 rooms at Courtyard Marriott through Booking.com for individuals including Jim Chapdelaine, Steven Roues, Eric Parker, and Jon Pousette-Dart, and the charges were approximately $[redacted] per room. These rooms were booked on my card ending in [redacted]. I can confirm that all four of us are currently present at Courtyard Marriott Natick located at [redacted] Speen St. in Natick, MA. I have been charged duplicate amounts by Booking.com on Sept. 13 (twice), Sept. 15, and Aug. 25. The hotel has identified double bookings for Jim Chapdelaine, Jon Pousette-Dart, Eric Parker, and Steven Roues from both Booking.com and Expedia, although I did not book through Expedia. I work on the road and am shocked by this situation. I have not used Expedia since a negative experience in [redacted], and this incident has soured my experience with Booking.com. I request a resolution to this matter, including confirmation with the hotel that only one reservation per name is present tonight, Sept. 17th. Despite the hotel's acknowledgment of the double booking, they claim only Booking.com and Expedia can rectify the situation. Please refund the extra charge promptly. Jon Pousette-Dart.
Reported by GetHuman7201802 on воскресенье, 18 сентября 2022 г., 3:39
Hello, I have been booking through Booking.com for many years, and up until now, I have always been satisfied without any complaints. However, this year, I was very disappointed with Booking.com regarding my recent reservation in Germany in Pornbach. The rental details mentioned a washing machine, but upon arrival, there was none. The owner mentioned a translation error. My disabled daughter requires daily changes, and sometimes accidents happen, leading us to spend time at a laundromat, causing inconvenience. I have filed a complaint with your customer services, but have not received an apology or any compensation. This lack of response is disappointing. I have come across numerous similar complaints online. I have decided not to book through Booking.com in the future. I am disappointed that the listings are not thoroughly verified. If no action is taken within 15 days, I will seek legal advice. Sincerely, Martine GEAY
Reported by GetHuman7824547 on среда, 21 сентября 2022 г., 8:31
We had a reservation in Antalya for 8 nights, but encountered issues when flying to Turkey. Upon contacting the property, we were informed that the booking was canceled on their end, leading us to seek a refund through Booking.com. After reaching out to Booking.com, we were told that the matter was resolved and the refund would be processed within 9 working days. However, it has been over a month and we still haven't received the money. When contacting Booking.com again, we were surprised by the poor customer service received. The representative denied the cancellation and claimed we hadn't contacted anyone. Despite our efforts to escalate the issue to a manager or supervisor, we were met with unhelpful responses. Trying to reach Booking.com via email proved futile, and we discovered numerous complaints about their service online. The overall experience with customer service was disappointing and unsatisfactory.
Reported by GetHuman7828149 on четверг, 22 сентября 2022 г., 16:05
Dear Booking.com, I am reaching out regarding my recent booking experience. My customer reference number is 40-[redacted]94, and I used the name Sandra Wanyonyi for the reservation. You can reach me at [redacted] or +[redacted]4. I made a flight booking with you on September 16. Unfortunately, the booking remains unconfirmed, causing me distress. Despite numerous attempts to contact your customer service team, they have been unable to locate my booking or provide assistance. The airline has also indicated that no flight is reserved under my name. An amount of HUF [redacted],[redacted] was debited from my card for this booking. Regrettably, efforts to secure a refund have been unsuccessful. I urge you to process a refund promptly as it appears the booking was not successfully completed. I have been patient in awaiting resolution, having followed the suggested waiting period. Previous emails on this issue have gone unanswered, and encounters with customer service have been unhelpful, resulting in disconnections when discussing refunds. I trust you will address this matter promptly and communicate a timeline for the reimbursement of my funds.
Reported by GetHuman7829481 on пятница, 23 сентября 2022 г., 0:16
I want to share my recent experience at this hotel in Galway. My spouse and I, both in our mid-70s, were mistakenly charged for having three children in our room instead of just ourselves. When I tried to explain the error with my confirmation receipt, the desk agent argued with me and called me rude and a liar. The manager, Patric, was disrespectful and asked us to leave, even telling us to "go back to America". The rooms were dirty with a strong mold/mildew smell, and the overall condition of the hotel was poor. As a seasoned traveler and a Travel Agent, this was one of the worst hotel stays I've had. Despite eventually receiving a refund upon check out, there was no apology for the inconvenience caused. I recommend looking into other hotels in Galway rather than wasting your money here.
Reported by GetHuman7833003 on суббота, 24 сентября 2022 г., 12:05
I recently returned home from a two-week trip to Sicily, having booked my stay through Booking.com. Overall, I had a satisfactory experience, except for one issue. At La Casa del Barroco in Noto, Sicily, I encountered a safety concern with the room I stayed in. It lacked a window, which made it very claustrophobic and potentially unsafe in case of emergencies like a fire. I left a review on September 18/19, [redacted], trying to warn other users about this, but for some reason, my review did not appear on the Booking.com website. I urge the site to take my feedback seriously and explain why my review was not posted. I feel it is important for others to be aware of the safety issues with room number 8 at this location. It is crucial to address these concerns to prevent any future guests from having a bad and potentially dangerous experience.
Reported by GetHuman7835146 on воскресенье, 25 сентября 2022 г., 13:18
Dear all, I am a loyal customer of Booking.com. I recently made a reservation for an apartment in Tel Aviv from September 25 to 27, with confirmation number [redacted]. Unfortunately, I encountered numerous issues during my stay. The host did not disclose that the apartment was located on the third floor, which was challenging for me due to my physical condition. Despite informing the host about my bleach allergy, the apartment smelled strongly of harsh detergents, had mold stains, was dirty, had uncomfortable beds, and a filthy, broken sofa. I paid over $[redacted], including a $85.70 cleaning fee. Additionally, I discovered illegal and hazardous electrical wiring and a lack of fire detectors. The host was unresponsive to my complaints and refused any compensation. As someone who felt trapped due to the condition of the apartment, I am seeking guidance on how to address these issues with Booking.com, as I have been unable to find a live chat or email contact on their website. Thank you.
Reported by GetHuman7840547 on вторник, 27 сентября 2022 г., 15:51
Dear Community Members, I wanted to share my experience with Booking.com regarding a recent booking in Tel Aviv for the New Year. I made the reservation as a loyal Booking.com Genius level 2 customer. However, upon arrival, I faced several issues with the apartment, such as misleading information about the floor level, cleanliness problems, uncomfortable furniture, and safety hazards. Despite raising these concerns with the hostess, I received no satisfactory resolution. I reached out to Booking.com Customer Service for assistance, but the case was closed with just an apology and no compensation. I strongly believe that Booking.com should take responsibility for misleading advertisements and unsatisfactory accommodations. I am seeking advice on how to pursue this matter further to ensure fair treatment and compensation. Thank you for your support. Best regards, Talia T.
Reported by GetHuman7840547 on среда, 28 сентября 2022 г., 14:51
I recently stayed at Chester Luxury Apartment on 25/09/22 for 2 nights and was extremely disappointed with how both Booking.com and the host of the property, booking reference number [redacted] PIN: [redacted], treated me. Despite being a loyal customer of Booking.com, this experience was by far the worst I've ever had. The host advertised the property as a luxury apartment, but it was far from it. It was dirty, tired, and lacked basic amenities. During my stay, the property was not cleaned properly, and there were broken items, ripped wallpaper, and stains all over the place. Despite sending multiple photos to both Booking.com and the host, I have not received any response. The host initially promised a refund, but there has been no sign of it in my bank account, and they are now ignoring my calls, texts, and emails. I am requesting a full refund promptly as this situation has caused me a great deal of stress. Sincerely, Mr. B. Russell
Reported by GetHuman7859063 on среда, 5 октября 2022 г., 9:54
Upon arrival at the hotel room I had reserved and paid for in advance, I was disappointed to find it was not clean. The bed sheets were soiled and had hair on them, the bathroom lacked soap, and the toilet was broken. Additionally, the room's paint was peeling, there were no fresh towels, and the one provided seemed previously used and damp. I have taken photos of these issues as evidence. The state of the room is unacceptable and has left me feeling disgusted. I had intended to spend the night here, but under these conditions, I am considering leaving.
Reported by GetHuman7862673 on четверг, 6 октября 2022 г., 18:29
I made a reservation for a room on booking.com for a business trip thinking it had a private bathroom, as stated in the ad. Upon arrival, I discovered it was a shared bathroom, contrary to what I expected based on the email confirmation. After contacting booking.com, they claimed I knowingly booked a room with a shared bathroom. However, there was no option to specify this during booking. I am uncomfortable with the shared bathroom situation, as well as the lack of TV signal, heating, and basic amenities like tea and coffee. The quality of service does not align with the high price of £[redacted] for two nights. I regret changing hotels for this subpar experience and am unable to find an alternative at short notice. I seek advice on how to address this disappointing situation promptly. Thank You, S.N.
Reported by GetHuman7865504 on пятница, 7 октября 2022 г., 20:11
I made a reservation for a two-night business trip through booking.com, expecting a private bathroom based on the advertisement. However, upon arrival, there was only a shared bathroom available. Despite my efforts to contact booking.com, they claimed I knowingly booked a room with a shared bathroom, which was not clearly indicated at the time of booking. In addition to the bathroom issue, the TV has no signal, there are no basic amenities provided, the heating does not work, and the room lacks essentials like tea and coffee. The overall service and miscommunication have left me dissatisfied, especially considering the high cost of £[redacted] for two nights. I regret changing my initial hotel reservation for this subpar experience. I have been unable to find alternative accommodations due to short notice. Any advice on how to address this situation would be greatly appreciated.
Reported by GetHuman7865504 on пятница, 7 октября 2022 г., 20:17
Subject: Issue with Zlata Vaha Hotel Stay I would like to bring to your attention an unpleasant experience we encountered at Zlata Vaha in Prague from September 17 to 22, [redacted]. Upon arrival, we were asked to pay for the entire 5-night reservation upfront, contrary to standard hotel procedures of securing a credit card for booking. The lack of air conditioning in the room resulted in a musty smell, and the dimly lit hallway raised safety concerns, especially with no staff available between 9 pm and 9 am. The room also had three beds instead of the expected two, leaving minimal space. Due to these issues, we promptly decided against staying and notified the front desk and Booking.com. Despite only being on the premises briefly, we were informed we would be charged for 3 nights. The misleading online photos do not accurately represent the hotel's actual condition, further adding to our disappointment. Our credit card has a pending charge for this incorrect amount. We expect a refund for the unutilized nights, as we are only willing to pay for the night we briefly stayed. Thank you, V/M. Santiago
Reported by GetHuman-vdjv on среда, 12 октября 2022 г., 4:53
After four unsuccessful attempts to book a room at La Quinta in Lexington, KY on September 27th, I faced difficulties with the online booking process. Despite being within 30 miles, I decided to chance finding a room upon arrival and was able to secure one. Upon checking my bill, I discovered duplicate charges on my credit card from both Booking and the hotel, resulting in an overcharge for a room I had already paid for. Contacting customer service proved challenging due to password issues and limitations with phone communication. I prefer not to use the app for security reasons and rely on my home computer for sensitive information. I never received a confirmation number or pin, yet received a survey about my stay. While the hotel was pleasant, the double billing concern needs to be addressed, according to the hotel's advice to contact Booking.
Reported by GetHuman7876001 on среда, 12 октября 2022 г., 16:05
I have reached out to booking.com regarding their search options and confirmation process with no success. While searching, I have noted that it is challenging to specify two beds, especially if they need to be twin beds. The ability to search for two beds or two double beds directly is absent, which can be crucial for same-sex travelers. Moreover, the option to select the number of bedrooms is missing on booking.com. It consistently defaults to one bedroom, regardless of whether it is an apartment or a hotel room. This limitation is not common on other travel websites. While I can sometimes indicate the number of bathrooms, I am unable to specify the desired number of bedrooms, which is frustrating. In the confirmation emails, it only states that I have booked one room, even when accommodating multiple guests in a larger accommodation. Clarity in the confirmation stating the type of room booked, like a two-bedroom deluxe apartment, would be beneficial. As an experienced traveler who relies on booking.com frequently, I believe these adjustments would greatly enhance user experience for myself and other travelers facing time constraints.
Reported by GetHuman7879255 on четверг, 13 октября 2022 г., 20:36
Subject: Urgent Complaint Regarding Booking at Sailport Waterfront Hotel I am writing to express my deep dissatisfaction and frustration with my recent booking experience at Sailport Waterfront Hotel in Tampa under booking number [redacted][redacted]00, PIN [redacted]. Despite multiple complaints submitted through the Booking complaint center, I have received no resolution to the issues I encountered during my attempted stay. The hotel conditions were grossly misrepresented in the Booking reviews and advertisement. The room had a severe moldy smell, dirty bathrooms, and an inconvenient layout facing the corridors. This forced me to seek alternative, costly accommodation at the last minute. In addition, incidental charges were deducted from my account without valid reason. Despite attempts to address this directly with both Booking and Damien Carpenter from Sailport, I have received no satisfactory response. The lack of accountability and assistance in rectifying this situation is truly disappointing given my long-standing loyalty as a Booking customer. I kindly request a refund for the subpar conditions and lack of accommodation I experienced. Your prompt attention to this matter is greatly appreciated. Sincerely, Mihaela
Reported by GetHuman7880798 on пятница, 14 октября 2022 г., 15:20
I encountered difficulty booking a hotel room via Booking.com and reached out for assistance around 10:00 p.m. Central Time (USA). Upon calling the [redacted] number, I spoke with an Agent named Jerry. I informed him of my desire to reserve a room at the Ein Gedi Kibbutz Hotel. Jerry unexpectedly questioned me about an address in New Hampshire, which confused me as I reside in Texas and have never been to New Hampshire. Following my response, he abruptly called me "Stupid" and disconnected the call, leaving me surprised. Attempting to clarify, I called back; however, Jerry hung up on me again upon hearing my name. I seek an apology and assurance that corrective action will be taken with Jerry.
Reported by GetHuman7882171 on суббота, 15 октября 2022 г., 3:58
I have stayed at Lillywoods Suites and Villas twice in the past year with good experiences. However, this time, my stay has been very disappointing. 1. The staff is inattentive, the intercom doesn't work, and the reception forgets orders. It took multiple calls and an hour to get hot milk. I had to go to the restaurant in person to place orders. 2. Tata Sky hasn't been working despite reminders to recharge. 3. The restaurant service is poor, food is average, and items on the menu are often unavailable. 4. I ordered from Zomato and paid at reception, but the food wasn't delivered to my room, causing inconvenience to the delivery person. 5. Room decor is nice, but housekeeping is lacking. I had to call for basic amenities like shower gel and tea bags. Inconsistent service is unacceptable. 6. I regret booking at Lillywoods and request the owners to address the staff's lax behavior. I would like Booking.com to cancel my remaining booking with a full refund due to the service deficiencies.
Reported by GetHuman-chawlane on среда, 19 октября 2022 г., 17:24
I purchased tickets for a flight from Toronto to Chicago, but received an email the next day from the booking site stating the flight failed and a refund was being processed. I bought a new ticket since the original one failed, but I have yet to receive the refund. Each time I reach out, I am told I can cancel, but not receive a refund. I find it unfair that I am being charged for a flight that was canceled and supposed to be refunded. I simply want to get my refund as promised by the emails from booking. It is frustrating that I had to purchase two flights due to your system error, and now being told I won't get a refund despite being informed otherwise earlier. The emails I have clearly show the promise of a refund, and it's concerning that I am now being denied that.
Reported by GetHuman7905215 on вторник, 25 октября 2022 г., 20:15
I rented a car from GreenMotion in Orlando through Booking.com. At the counter, they mentioned the RentalCover CDW insurance I bought. The voucher from RentalCover did not have the correct information, so I had to use my personal insurance to cover the CDW. After contacting RentalCover for a reimbursement of $48.00, they directed me back to Booking.com. While chatting with a Booking.com representative online, they suggested contacting a Florida lawyer, but I felt this matter should not require legal action. The conversation then redirected me to JustAnswer for a fee. I found the charge excessive compared to my reimbursement request. I will now attempt to reach out to Booking.com through the provided number instead.
Reported by GetHuman7906961 on среда, 26 октября 2022 г., 16:49

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