Customer Service Issues

Archive 75

The following are issues that customers reported to GetHuman about customer service, archive #75. It includes a selection of 20 issue(s) reported January 9, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I made a reservation through for an Airbnb, but when I arrived at the location, the address was incorrect. I called the number provided, spoke to a man, and informed him that I was at the property waiting to check in. He mentioned he would contact the property manager and promised to call me back in 5 minutes. Instead of calling, he texted saying he was in touch with to arrange a refund and assured me he would call back in 20 minutes. It's been 2 hours now, and I haven't heard anything. Your assistance would be greatly appreciated.
Reported by GetHuman-synmack on Thursday, January 9, 2020 12:29 AM
We made a reservation on for a property that turned out to be highly disappointing. The house we booked was supposed to be a lavish home with a pool and various amenities for our family of six. Unfortunately, upon arrival, we encountered numerous issues such as a dirty pool with a broken filter, a kitchen filled with food debris and mold, broken fixtures, unusable doors, and worn-out furniture. Despite contacting the host about the pool problem, no action was taken, leaving us unable to use it, especially for our small children. The property seemed neglected, with the owner's personal items scattered around, including inappropriate material accessible to children. Feeling let down, we took the initiative to find a last-minute alternative through airb&b and finally enjoyed a clean and beautiful place with a functioning pool nearby. Now, we are struggling to reach the unresponsive owners for a refund, as they are supposedly out of the country and uncooperative. Our confirmation number is [redacted].[redacted].[redacted], and the property's address is 8 Adaluma Avenue, Buddina, Australia.
Reported by GetHuman4223938 on Thursday, January 9, 2020 12:34 AM
Hello, I would like assistance with my booking made through My confirmation number is [redacted], and the Pin Code is [redacted]. The reservation is under the name Rahul Balasaria with a check-in date of January 17th. I initially received a confirmation email, but recently received another email stating that my booking is not confirmed due to internal issues with the hotel. I contacted the hotel, and they confirmed the issue. I kindly request to either ensure that my booking is confirmed or help me make alternative arrangements. I appreciate your prompt attention to this matter. Thank you. Jaya
Reported by GetHuman4224706 on Thursday, January 9, 2020 5:27 AM
I've been trying to reach someone for a day and a half without success. Could you please assist me? There were two bookings for the same hotel in Tokyo made on my Mastercard by mistake. I got an email confirming the transaction, then another email shortly after saying the booking would be refunded. I cancelled one of the bookings, but now I'm unsure about the status on my account. I want to keep the hotel reservation but don't want to be double-charged. Should I secure the booking on my credit card instead?
Reported by GetHuman-tinafor on Thursday, January 9, 2020 9:16 AM
We had initially made a reservation for Thursday but had to switch it to Saturday with your assistance. However, there was a significant delay in informing us about the change, leading us to book a flight for the original Thursday date. I promptly responded to the email, stating that due to the delay, we preferred to keep the hotel booking at Buenos Aries Benidorm for Saturday. It has been three days since I replied, but we have yet to receive any confirmation that you have received our email.
Reported by GetHuman3571525 on Thursday, January 9, 2020 11:01 AM
I'm having trouble signing in after creating my listing. Even though I set a new password as instructed during the listing process, I'm not able to log in as a host now. Since I can't receive the OTP, calling for assistance isn't an option from where I am in Guinea Conakry. It's too costly. Furthermore, I can't access my traveler's booking account as I can't sign in using my old password. This is proving to be quite challenging!
Reported by GetHuman1880369 on Thursday, January 9, 2020 11:34 AM
Hello, I made a reservation with for a stay at Noahs on the Beach Hotel in Newcastle, NSW, Australia from Wed, January 22 to Sun, January 26, [redacted], under the name Toni Jensen. I am looking to cancel the booking, but I have yet to receive a confirmation email from the site. I made the reservation on November 18. After receiving a phone call stating that a confirmation email would be sent to [redacted], I realized my email is actually [redacted] Can someone assist me with canceling this booking, please?
Reported by GetHuman-tonijens on Thursday, January 9, 2020 12:24 PM
Hello, I am reaching out regarding an issue with a recent booking at Mina's Place hotel. Upon our arrival, we were shocked to find the hotel in complete darkness due to a power outage. It was impossible to stay there under such conditions, and we felt we had no choice but to seek alternative accommodation. Despite this unfortunate situation, it is disappointing to learn that no coordination was made to prevent such inconveniences. Furthermore, being told that there will be no refund is unfair given the circumstances. I hope that this complaint will be addressed promptly to ensure that other guests do not encounter similar issues in the future. Best, L.I. Booking ID: [redacted]
Reported by GetHuman4225935 on Thursday, January 9, 2020 2:34 PM
I'm confused and can't find the mentioned links. I received a message stating I have unused credits on my account, possibly from over-payments or credit notes from However, I can't see over-payments on my account. I've been asked to confirm the balance by contacting via the "Inbox" tab with the topic "Finance" on my Extranet. This is to initiate the process of refunding or using the credits on future invoices. If I've already informed about using a credit, I can disregard this email. For any inquiries, I can use the "Inbox" tab on my secure Extranet.
Reported by GetHuman4226177 on Thursday, January 9, 2020 3:18 PM
I used your services to book a room at La Quinta by Wyndham for a one night stay on 12/1/19. My confirmation number is 89421ECO16822. However, upon receiving my Visa bill, I noticed that I was billed for two nights at $76.38 each. La Quinta informed me that the first night was fine, but the second night was marked as a no-show. I only booked for ONE NIGHT, so I am confused as to why it was reserved for two nights. La Quinta did refund me for the incorrect charge of the second night. Can you please clarify why the booking was made for two nights instead of one? Thank you for your prompt response.
Reported by GetHuman-fayedomb on Thursday, January 9, 2020 3:56 PM
Hello, On October 26 and November 1, [redacted], I made a booking with and the Hyatt Place Miami Airport East Hotel directly for November 15 and 16, [redacted]. On November 15, [redacted], during check-in, Ms. Bourne pointed out that I had made a duplicate booking. I promptly contacted Leala at around 7:29 AM Barbados time. Initially, I was informed the booking was non-refundable, but after explaining the situation, Leala contacted the hotel. She returned with the news that the hotel agreed to cancel the duplicate reservation. I then reached out to Ms. Bourne. I am looking for confirmation that the cancellation was successfully processed, as I have not yet received an email confirmation. The Confirmation number is [redacted].[redacted].[redacted], and the Pin Code is [redacted]. Thank you in advance for your assistance.
Reported by GetHuman-ocoxburr on Thursday, January 9, 2020 4:27 PM
I recently made a reservation for a holiday through your website with booking number [redacted]. I have stayed at this hotel before, but this time I noticed that they charged my funds 26 weeks before the actual date of my stay. I find this to be excessive, especially since there was no prior notification regarding this practice. It's disappointing to see this trend from the resort for the second time. Although I've used your site multiple times, this experience has left me feeling a bit apprehensive.
Reported by GetHuman-gillsm on Thursday, January 9, 2020 10:10 PM
Hello, I wanted to share my recent experience with a booking at the Balmoral Hotel in Belfast. While making the reservation, I encountered a pop-up regarding a discounted car rental for £78.94. After some consideration, I decided to cancel the car rental in the same transaction. Even though I received a confirmation number for the hotel booking ([redacted]), I did not receive one for the car. To my surprise, upon checking my bank account, I realized that they charged me for the car rental three times. One payment was refunded, one went through, and one is pending. When I contacted, I was told without a car rental reference, they couldn't assist me further. I am hoping for your assistance in resolving this issue promptly. Thank you, T. Kirpalani
Reported by GetHuman4233077 on Friday, January 10, 2020 8:24 PM
I recently noticed a charge of $[redacted] AUD on my credit card from Jan 2, [redacted], for a booking made through the mobile app that I did not authorize. Unfortunately, I do not possess a confirmation number or any email concerning this booking, which raises suspicion even further. When I contacted customer support, I was informed that a confirmation number was necessary, which I lack. In light of this, I am hoping to connect with a customer service representative to address this issue promptly and secure a refund. The charge on my credit card statement was processed in Australian dollars in Amsterdam, a location where I did not make any reservations. I recall making bookings in Sydney, where I settled transactions in person at the property. To ensure this does not happen again, I have removed my credit card information from the app. I am looking for clear, supportive communication from's customer service to resolve this matter, receive a refund, and understand why my credit card was charged erroneously. Any assistance will be greatly appreciated. Thank you.
Reported by GetHuman4239136 on Sunday, January 12, 2020 8:40 AM
I would like to assist us in changing our hotel without incurring any charges. Upon our 3 am arrival at the Bamboo Hotel in Gambia, we were assigned a room that did not meet our expectations. The room had several issues such as a broken wardrobe, bathroom window, toilet roll holder, and lacked toiletries as promised by Adding to our disappointment, the bathroom light was not functional. We raised these concerns and were relocated the next day, resulting in us losing a day repacking. Unfortunately, the new room had its share of problems, including a malfunctioning TV, broken shower toiletry holder, towel rack, and missing side lamp. Furthermore, the staircase lacked lighting, posing a safety hazard. The bathroom and room door handles were also faulty. The room we received was vastly different from the one displayed on We are seeking a transfer to another hotel at no extra cost or a full refund for our stay due to this unsatisfactory experience.
Reported by GetHuman4239416 on Sunday, January 12, 2020 9:24 AM
Subject: Disappointing Experience with I am writing to express my dissatisfaction with the recent booking I made through for a hotel in Amsterdam. Upon arrival with my partner on December 17th, we were informed that our reservation at Q Factory Hotel had been cancelled due to a double booking. This led to unnecessary stress and additional expenses as we had to find alternative accommodation at the last minute. The way this situation was handled by both and the hotel staff was extremely disappointing. Not only were we given conflicting reasons for the cancellation, but the compensation offered was inadequate for the inconvenience caused. The lack of communication and professionalism from the hotel staff further exacerbated the situation, leaving a negative impact on what was supposed to be a special holiday for us. I am considering sharing my experience through a review on and other platforms to ensure that other customers are aware of the issues I encountered. I am requesting a formal apology and appropriate compensation for the inconvenience and financial strain this situation has caused. I hope to hear from you soon to address this matter promptly. Sincerely, Naomi A.
Reported by GetHuman-naomiath on Monday, January 13, 2020 12:04 PM
I had a reservation from November 15th to 17th, [redacted], at the Talbot Hotel Wexford for a twin room booked through with Reservation [redacted]. Despite requesting a 2pm check-in, my room was not ready until after 5pm. Disappointed, I had to wait without a place to freshen up and was informed via phone when the room was ready. Upon checkout, I was surprised to find out the bill was prepaid, assuming I had paid at booking. However, the hotel charged me in full, so I seek clarification on the payment status from Can someone please assist? Thank you.
Reported by GetHuman4243956 on Monday, January 13, 2020 2:31 PM
I rented a car but did not receive the rental company information via email. When I tried calling the 1-[redacted] number for help, I couldn't proceed without a confirmation number and pin, which were missing from the email. Consequently, I had to book another car through a different company as I was enroute to my destination. I am seeking a refund for the original car rental that I did not have information for, only a reference number ([redacted]03) which the automated system did not accept. I also checked my iPhone app but could not find the car listed, even though the rental was in October. Ultimately, I disputed the charge before the reservation date due to the lack of information, but my credit card company declined the dispute since I did not cancel the car, which I couldn't do without the necessary details. Please assist me with this matter.
Reported by GetHuman-meltam on Monday, January 13, 2020 10:07 PM
I recently received an email from regarding a security precaution for my account. The email indicated that my account was temporarily locked due to potential compromised login credentials from another site. While I can still access my account via the app, the email advises me to reset my password as a safety measure. It provides steps to reset the password and suggests enabling two-factor authentication for increased security. The email assures me that my account is secure and that the precaution is taken to protect my information. It also mentions monitoring for any unusual activity in the future. The email is signed by The Security Team and includes general information at the bottom about's contact details and copyright.
Reported by GetHuman4246828 on Monday, January 13, 2020 10:08 PM
Subject: Refund Request for Unused Hotel Stay Dear, I hope this message finds you well. I am reaching out regarding my recent reservation at your hotel. Unfortunately, due to severe allergies to fumes and chemicals, my family and I were unable to stay at the hotel as planned. The overwhelming chemical smell in the room made it impossible for me to breathe, and we were left with no choice but to cancel our reservation. Upon informing the hotel staff, we were advised to contact for the cancellation. However, we encountered some confusion as we were then instructed by to contact the hotel directly for the cancellation process. Regrettably, we were still charged $[redacted] for the reservation despite being unable to stay. Given the circumstances, I kindly request a full refund of $[redacted] to be credited back to my account promptly. The unforeseen expenses incurred while seeking alternative accommodation further highlight the urgency of this matter. I appreciate your prompt attention to this issue and look forward to a swift resolution. Thank you for your understanding and assistance. Sincerely, Judy Hubbard
Reported by GetHuman4246874 on Monday, January 13, 2020 10:18 PM

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