Booking.com Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #3. It includes a selection of 20 issue(s) reported June 29, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My elderly mother, aged 70, booked a flight with SW Airlines and accepted their offer to find a hotel for her stay. Booking.com, the third-party involved, mistakenly booked the reservation for June 27th-30th instead of the correct dates of August 27th-30th. Despite her request for a date change, Booking.com charged her $[redacted] to cancel the reservation, causing financial strain as this amount equals two weeks' worth of groceries and bills for her. I'm seeking guidance on how to secure a refund for the $[redacted] cancellation fee that Booking.com imposed, considering it was their error that led to this situation. The confirmation code associated with this issue is [redacted].
Reported by GetHuman-emilyfa on शुक्रवार, २९ जून २०१८, शाम ७:०३ बजे
I received booking confirmation number [redacted].[redacted].[redacted] for a stay at Vinifera Inn at Belhurst Castle. I booked a king room with a lake view, but upon arrival, we were given a room facing the parking lot. Even after showing our confirmation indicating a lake view room, the hotel staff said it was booking.com's decision and couldn't change our room. The manager blamed booking.com for the room assignment, making me suspicious of their explanation. I'm wondering if you assign specific room numbers at the time of booking, as the manager's response seemed unconvincing. I intend to contact the hotel about this discrepancy after clarifying this information.
Reported by GetHuman834259 on शुक्रवार, २९ जून २०१८, शाम ७:१० बजे
I made a reservation at Tramonto D’Oro in Praiano in March [redacted], providing my credit card for security with a free cancellation policy until mid-June [redacted]. In March, I had to cancel due to changes in my travel plans. While on holiday in Italy, I discovered over $[redacted].00 Australian dollars were charged to my bank account by Tramonto D’Oro, despite my cancellation. The hotel claimed they never received my cancellation and charged me the full amount for a no-show. They also falsely stated they confirmed my booking in April [redacted]. I received a fake email at the hotel, claiming to be a confirmation, but it was never sent to me. When I contacted Booking.com, they mentioned sending a confirmation to an email I hadn’t used for six months, but failed to provide evidence. I have reported this fraud to the Tramonto owner and am dissatisfied with the conduct of Booking.com's employee in Berlin. The owner refused to provide me with any documentation. I request a prompt refund before my return to Sydney and an investigation by ANZ bank into this fraudulent activity. Sincerely, Benvinda X.
Reported by GetHuman-benvinda on शनिवार, ३० जून २०१८, दोपहर २:१५ बजे
I am disappointed with the service provided. I had booked a hotel in NYC (Booking #[redacted]) expecting the best rate, a view of the Hudson River, and access to a pool. However, the rate dropped significantly the day before check-in. Then, upon arrival, I learned there is no pool at the hotel. The view of the Hudson River was also not as expected, merely visible through adjacent buildings. My son is upset by this, and the lack of a pool is negatively impacting our plans due to the extreme heat. I am requesting a refund for these discrepancies that have affected our trip.
Reported by GetHuman838391 on रविवार, १ जुलाई २०१८, सुबह ४:११ बजे
Dear Sir/Madam, I made a booking at Hotel Tulip Inn Green and Breeze in Massorie for 3 studio rooms on June 14th for the 18th and 19th of June for 2 nights. Unfortunately, we were unable to check-in due to some circumstances. I provided my credit card details for room reservation purposes only, not for payment. Despite this, the hotel charged INR 46,[redacted] to my credit card which I did not authorize. I consider this to be a fraudulent act and am greatly disappointed. I urge you to address this matter promptly and refund the full amount. Your immediate attention to this issue is appreciated. You can reach me at [redacted]. The booking was made under the name of Shikha Khandelwal. Thank you.
Reported by GetHuman-kshikha on रविवार, १ जुलाई २०१८, दोपहर १०:११ बजे
I would like a confirmation email for my booking at the Ho-Lo Motel, Cafe, and RV Park from July 3 to July 4, [redacted]. I confirmed the reservation by phone, but would like written confirmation. The rate discrepancy is concerning; I was quoted $81, then $90 after taxes, but the listing shows $73. I have a screenshot for reference. Can you update my booking to reflect $73 + tax? I also request a military discount. I hope to resolve these matters by email rather than phone. Thank you for your assistance. Email: [redacted]
Reported by GetHuman840449 on सोमवार, २ जुलाई २०१८, रात १:४६ बजे
I would like to report a fraudulent credit card transaction that occurred during my stay at St. Joseph Resort in Salerno, Italy. I checked in with my husband on June 2, [redacted], and after their card machine failed, we were asked to pay in cash. Despite assurances from the receptionist that the card machine would be fixed by check-out on June 4, we were still asked to pay in cash by the manager. We paid in Euros and received a handwritten receipt with amended details. To my surprise, on June 30, I noticed a duplicate charge of R2,[redacted].00 on my credit card, which I consider fraudulent. Unfortunately, I am unable to reach the resort directly from South Africa due to connectivity issues with their phone number. I am seeking assistance in obtaining the correct contact details or email address for the resort. This experience has been disappointing, especially given that I made the reservation through Booking.com, and I was under the impression that such issues would not occur. I appreciate any help in resolving this matter. Sincerely, Lilian C.
Reported by GetHuman841680 on सोमवार, २ जुलाई २०१८, दोपहर २:४८ बजे
Hello, I need assistance. As a partner with your company, I would like to adjust the pricing of my condo unit in Pico de Loro. I've noticed that there have been bookings and confirmed reservations through your platform, but the rental rate showing is significantly lower at 8.50 pesos instead of the correct rate of 8,[redacted] pesos. This pricing error has been ongoing for over a week now, and it is concerning as it impacts my ability to earn income. We are new partners on Booking.com for a little over a week and also recently joined Airbnb without facing similar issues. I kindly request your support in correcting the pricing to avoid further confusion for guests booking the property. Your prompt attention to this matter is greatly appreciated. Thank you.
Reported by GetHuman-kissime_ on सोमवार, २ जुलाई २०१८, दोपहर ४:३२ बजे
Subject: Change of Check-Out Date Request for Booking Number: [redacted].[redacted].[redacted] Dear Sir/Madam, I made a reservation for this hotel on July 1st, [redacted], for the dates from July 2nd to July 15th, and I would like to adjust my check-out date to July 7th, Saturday, at 12 noon. I am aware that changes can be made within 3 days of booking without any penalties. I encountered some issues with the hotel stay: 1. The room, which lacks a window, is rather small at only 20 sqm, providing no breathing space. 2. The room fridge is malfunctioning, and we were informed that this was the only available option. 3. The hot water supply for showering is insufficient, offering only slight warmth. Due to the mentioned concerns, I am requesting an early check-out. Your prompt attention to this matter is greatly appreciated as the hotel's reception desk is awaiting your confirmation. Best regards, Francis H. July 3, [redacted]
Reported by GetHuman-fhanna on मंगलवार, ३ जुलाई २०१८, रात २:०२ बजे
On June 6, [redacted], I accidentally booked a room. I immediately called to cancel but was told it was non-refundable. Then, on June 12, [redacted], I got 2 emails saying my room was canceled at no cost. Despite this, no refund appeared. After contacting the hotel, they had no record of a cancellation. Even after sending my bank statements 4 times, the refund is still pending. I am frustrated by the delay caused by the incorrect cancellation email. If this isn't resolved, I may involve the BBB. I have evidence to support my claim, including emails and bank records. The hotel manager denies knowledge of the cancellation. Please process my refund promptly or prepare for further action.
Reported by GetHuman850939 on गुरूवार, ५ जुलाई २०१८, दोपहर १:२५ बजे
There was an issue with your website that resulted in me mistakenly booking 2 rooms of different levels instead of just one business room. I immediately emailed you when this happened. After contacting the hotel, they advised me to reach out to you since I booked through your site. The confirmation number for the booking is [redacted]. I would like to keep the business room and cancel the family room. Kindly address this website problem promptly. Your assistance in this matter is greatly appreciated.
Reported by GetHuman-dkwa on शुक्रवार, ६ जुलाई २०१८, दोपहर १२:१६ बजे
I made a hotel reservation around 2:30pm yesterday for last night and the weekend. When we arrived at 1:00am, we found the town our hotel was in inaccessible by car as it's located in the mountains. Due to the closed cable car station and limited cell service, we had to sleep in the car. I feel the website should have provided more information about the transportation challenges. We have found alternative arrangements and are seeking a refund. I recommend Booking to make these challenges more visible to prevent future inconveniences for other travelers.
Reported by GetHuman-bsmol on शनिवार, ७ जुलाई २०१८, सुबह ७:०४ बजे
I made a reservation at 'Pokoje przy Parku' hostel in Sopot, Poland for 6 days via Booking.com. My check-out time was at 10 am on July 4th, but due to forgetting about the time, I left at 4 pm. The hostel contacted me, stating I must pay for an additional day due to my late check-out. I agreed, but the normal rate for one night is approximately £20-30 or 100zł in Polish currency. Strangely, they deducted £82 (400zł) from my account, equivalent to 4 extra nights instead of one. I'd like a refund for the overcharge, as they originally informed me of the charge for just one extra night. Moreover, apart from this billing issue, my stay was disappointing as the shower drain was clogged, and hot water was unavailable for 2 nights. This was an unsatisfactory experience.
Reported by GetHuman-laurka on शनिवार, ७ जुलाई २०१८, दोपहर ४:०० बजे
I am currently unwell and waiting for an emergency doctor to call me back, which prevents me from going to the Swansea Marriott hotel. I informed the hotel directly, and they advised me to contact you. The booking reference number is [redacted] under Barry and Shirley D. This reservation was for our 40th wedding anniversary, which is today. I am truly upset about this situation. Is there any possibility of transferring the booking to another weekend? I am a frequent user of bookingdotcom, and I would be grateful for any assistance with this request. Thank you, Shirley D.
Reported by GetHuman859948 on रविवार, ८ जुलाई २०१८, दोपहर १०:२१ बजे
I needed to change my travel dates. In the past, I could easily do this by clicking on "Manage my booking." I couldn't find that option, so I canceled all my reservations and rebooked two of the places. The third place was unavailable online, so I called the hotel to secure the booking. However, my account still shows bookings in Indianapolis that I didn't make. I'm worried about potential extra charges as we leave soon. I've been trying to address this for over a week without any response. Your help is greatly appreciated. -S.B.
Reported by GetHuman821831 on सोमवार, ९ जुलाई २०१८, दोपहर २:०१ बजे
I have a pressing concern that has been previously addressed with three of your customer service representatives. When I made reservations for two hotels, Bristol Willow Court and London Kensington Suite, I informed them of my blindness and the fact that I would be accompanied by a registered guide dog. Willow Court mentioned they had two large dogs that were not dog-friendly. Kensington Suite Hotel stated they did not allow pets inside or outside their premises. I explained the law (Equality Act [redacted]) that mandates accepting service animals in all public places for no extra fee, but Kensington Suite Hotel stuck to their no-dog policy. Despite multiple complaints to your agents, only Willow Court was canceled, not Kensington. On July 2, my friend Paul Miller booked Easyhotel Old St. for our trip. However, on July 4, Kensington Suite Hotel unexpectedly messaged that I am welcome without specifically mentioning my guide dog. I refuse to stay there, given the circumstances, especially since I have an existing reservation with your company. I am adamant about not paying Kensington Suite Hotel and have evidence of their attempt to defy the law. I should not be charged by them, and I hope you can rectify this issue promptly. Warm regards, Sharon W.
Reported by GetHuman-swardzel on सोमवार, ९ जुलाई २०१८, दोपहर ४:२१ बजे
Hello, I made a reservation for an apartment in Rome on Saturday, July 7th at 12:17pm. I tried to contact the host through Booking.com with two emails and phone calls but received no response, even until an hour before my arrival. In a rush with my elderly parents, I had to secure another place upon arriving in Rome. After checking into the alternative accommodation, I received a Whatsapp message at 3:20pm asking to meet for check-in, which was too late for me. I'm now looking to get a refund for the first booking as the host marked me as a No Show, although it's listed as non-refundable. I have evidence of my attempts to communicate. I believe it's unfair to be charged for a place I couldn't use, especially when the host only reached out after my scheduled arrival. I would appreciate guidance on obtaining a refund or else I may need to dispute the charges with my bank. Thank you for your assistance. Sincerely, Ilar
Reported by GetHuman-ilarpar on सोमवार, ९ जुलाई २०१८, शाम ७:०७ बजे
Dear all, I recently made a booking through your service with the booking number [redacted].[redacted].[redacted] and PIN code [redacted]. I paid 35 Euros for this reservation. However, upon arrival at Villa 5, we were informed that the room we booked was already occupied by someone else. The staff there claimed they had no record of our reservation and turned us away. This issue disrupted our plans, leaving us with no place to stay. I kindly request that you look into this matter promptly. I am seeking a full refund for the booking and compensation for the inconvenience caused. I look forward to your prompt response. Thank you, Yiota Orphanou
Reported by GetHuman-yorphan on बुधवार, ११ जुलाई २०१८, दोपहर ३:१२ बजे
Hello Booking Team, I am reaching out to follow up on my previous inquiry. I have been attempting to contact you for approximately two weeks without success. It is unlike your usual efficiency, which I have come to rely on for over 22 years. I am still experiencing issues with your referral program, and I am hoping for a resolution soon. Regarding Confirmation# [redacted].[redacted].[redacted], I utilized a friend's referral code during the reservation process. Despite receiving messages in the app indicating a 10% reward pending after my stay thanks to my friend, the confirmation email did not reflect this information. Additionally, the coupon code section in the app initially displayed a 10% reward message, which later disappeared, leaving only an "Active" status. I believe there is a system error preventing the activation of the 10% reward for my booking. The referral code used is 3A6640D7. I kindly request your assistance in resolving this matter promptly. Thank you for your attention to this matter. Best regards, Oana Cercel
Reported by GetHuman-oanatra on बुधवार, ११ जुलाई २०१८, शाम ५:३० बजे
I made a reservation in September for our date and arrived on time, but waited 2 1/2 hours with no one showing up. They mentioned losing the keys and another set would be brought later. Despite being previously charged, they assured a refund due to the delay, which has not reflected in my account yet. I attempted to contact Max, who eventually arrived, but faced a communication barrier with the lady who hung up on me. I am seeking a full refund of $[redacted].66 credited back to the card used for booking. The Confirmation number is [redacted] with Pin Code [redacted].
Reported by GetHuman870800 on बुधवार, ११ जुलाई २०१८, शाम ५:४० बजे

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