Booking.com Customer Service Issues

I reserved a 2-bedroom apartment in Dubai from December 22, [redacted], to January 5, [redacted], with confirmation code [redacted]. Although my Debit Card has sufficient funds to cover the booking, I received an email stating that the payment failed. I contacted the property, and they assured me that the payment went through. Could you verify if my payment was processed successfully on your end?

Hello, I hope you are well. I wanted to let you know that we made a reservation for a vacation home in Hermanus. It is for [redacted] Abalone Inn, booking number [redacted]. We need to modify this reservation for safety reasons. There was no mention that this property is near an unsafe area. If we had known, we would not have reserved it. The safety of our family during our holiday is our highest priority. We are requesting a refund to allow us to make alternative plans. Your prompt assistance on this matter would be greatly appreciated. Thank you, Christo and Adele B.

I had booked a room at the Suntan Motel in Nokomis, Florida. Unfortunately, we're stuck due to a winter storm and can't make it to our flight to Sarasota. The motel advised us to reach out to cancel our reservation through you. Our confirmation number is [redacted] and the pin code is [redacted]. Your prompt assistance regarding this matter would be greatly appreciated. Thank you. Kathy B.

I need help getting a refund for a hotel reservation. My son made the booking in his name, but I used my credit card to pay for it. Unfortunately, we had to cancel the reservation, but every time I contact customer service with the confirmation and cancellation numbers, they claim they can't locate the booking. The hotel suggested reaching out to booking.com for assistance, but despite providing all the necessary information, I am not seeing any progress. After making three phone calls, I am repeatedly faced with the same unhelpful response.

I reserved a property for 2 nights and prepaid as required, noting its non-refundable policy. Prior to and following our booking dates, we attempted to reach out to the property and booking.com for guidance on accessing the property during our stay, but received no responses. On the day of our reservation, we were unable to locate the property because the road indicated on the map was inaccessible. Despite multiple phone calls, we got no response. We tried finding alternate routes to reach the property but hit a dead end. A refund is requested.

Due to a health issue with a family member, I need to cancel my trip to Colonial Williamsburg, VA, to take care of them and prevent spreading the illness. I've reached out to Days Inn by Wyndham multiple times, but they refuse to cancel my reservation. When trying to contact Booking.com and entering confirmation number [redacted]94, the system asks me to confirm the number repeatedly without making progress. Any advice is appreciated.

Dear Forum Members, I wanted to share my recent experience at a Best Western property. Unfortunately, my stay was impacted by a lack of water in the shower. Despite raising the issue at the front desk, only the manager's name, CRYSTAL, was provided along with my contact details for a callback. However, no call has been received as promised. This situation reflects poorly on the property and the customer service provided. A functioning shower is a basic expectation, and I am disappointed by this experience. Warm regards, John and Joanne H.

On December 10, [redacted], I booked a room at La Quinta Inn & Suites by Wyndham Oakland Airport Coliseum located at [redacted] Enterprise Way, Oakland, California [redacted]. Shortly after, I canceled the reservation, but the hotel did not receive the cancellation. I made the booking through "onlinebooking.com." Could you please send the cancellation confirmation to the hotel listed above and also to my email at [redacted]? Kindly inform me once this has been completed. Thank you. Email: [redacted] Name: Boone Carter

Hello, I attempted to make a reservation for a hotel in Goa from December 21st to December 23rd through your app at De Mandarin Candolim. Unfortunately, after trying to book, I did not receive any confirmation via email or message. The app indicated that the room category was no longer available. As an alternative, I proceeded to book a room at Marriot Calangute, for which I have received both an email confirmation and it is visible on the app. Could you kindly confirm that only the booking at Marriot Calangute is under my name? The app currently displays only the confirmation for Marriot Calangute. Thank you.

I booked a hotel for my daughter and son-in-law, but upon arrival, the quality was not what they anticipated, prompting them to stay elsewhere. I am seeking a refund from the initial hotel, but they insist I go through booking.com. They claim the reimbursement was processed on my card, yet it has not reflected. This back-and-forth has been ongoing since November 16. I would appreciate assistance in resolving this matter promptly. Thank you, Amy N.

I attempted to reserve a room at Holiday Inn Express & Suite Airport West in Fort Lauderdale for December 10th to 12th, [redacted]. However, after finalizing the reservation, the screen disappeared without showing a completion or providing a confirmation. I did not receive any confirmation via email. Therefore, I assumed the reservation did not go through, and I booked another hotel. Upon returning, I discovered a charge of US $[redacted].87 on my Visa card ending in [redacted] or [redacted] from December 13th, [redacted]. As I did not receive a confirmation from Booking.com, I believe they are responsible for this charge. I am seeking reimbursement for this. My contact details are [redacted] or [redacted].

I lost my wallet which has my booking under my name. At Days Inn, I provided a picture of my driver's license and a badge ID, but they couldn't accept them. They suggested I call Booking.com to change the name on the reservation due to their sold-out status. After waiting on hold for an hour, I made a new reservation on Booking.com for the same place since it showed availability. Unfortunately, the hotel couldn't see the new booking in their system promptly, and we couldn't wait any longer in the cold car. We ended up finding another hotel. Now, I need both of my bookings to be canceled.

The noise was unbearable at 4 a.m. They entered the wrong room and when a woman confronted them, a man rudely responded. There are rules against bringing outside food, but I had to order soup. The price of the soup was outrageous, not even at The Ritz would they charge as much for soup. Thankfully, it was tasty, even though it was more like noodles than soup. A silent courtesy rule should be enforced, especially when they were loud not only at 4 a.m. but also at 1 a.m. and 2 a.m. when the main door closed. The elevator and bathroom door were noisy, and the heating was insufficient. The buffet breakfast was misleading with limited fruit selection and stale pastries. The staff was nice, but the overall experience was disappointing for a 3-star hotel.

I arrived at the hotel with my children after booking a room, but the front desk informed me they were fully booked despite me making a reservation that was confirmed. I need a refund promptly to book another room as my children are outside in the cold, and we need to sort this out quickly. Please call me back at 1-[redacted] as soon as possible. We are exhausted and eager to find a warm place to rest. Thank you.

I had to cancel my brother's booking at Sky Hotel two days before his stay due to him having Covid. I was unaware they would charge the full amount. When I called the hotel, they agreed not to charge me for the second night on the 28th. I'm really stressed about this unexpected $[redacted] cost during the holiday season. Since the hotel is willing to waive it, I kindly request the same from you.

I booked two car rentals through Budget Car Rental via Booking.com. The reservations were as follows: 1. Reservation #[redacted]33: Dec 27-28th 2. Reservation #[redacted]95: Dec 28-29th Upon car pickup, the Budget Rental site explained that to avoid returning on Dec 28th to fulfill both reservations, I should cancel the second through Booking.com. They graciously extended my initial booking to cover both days right there and then, eliminating the need to return on the 28th.

Upon arriving on December 25, we found that the apartment did not match the photos on your website. The heater thermostat was not functioning, leading to three uncomfortable nights in the cold. Despite contacting the property about the issue, their responses were slow, and no technician arrived to address the problem. Additionally, we discovered damage to the sofa and the queen bed in the second room was unstable and uncomfortable to sleep on. I am seeking a refund for the remaining nights, the repair of the heater, or an alternative property to stay in. The situation is disappointing, and I hope for a resolution soon as my vacation has been marred by these issues.

While traveling to temples in Tamil Nadu, India, I booked 3 hotels on Booking.com. The first stay in Tiruvannamalai was good. However, the second booking at Treebo Tryst La Orchid in Thanjavur was unexpectedly canceled without prior notice for non-payment, even though pre-payment terms were not specified. As I rebooked at MMC Holidays, the hotel turned out to be non-existent, causing distress when my wife's family couldn't check-in. Contacting Booking.com, the situation worsened as the hotel refused to provide details and eventually canceled the booking, asking unnecessary questions. This repeated cancellation scenario has been frustrating and disappointing. Hoping my remaining reservation holds, I resorted to using Hotels.com, albeit at a much higher cost due to limited options, finding them more reliable in comparison. The ordeal with the consecutive cancellations has led me to reconsider using Booking.com in the future.

I reserved a two-night stay at the Melia Celebration Hotel, with check-in today at 4 PM and check-out on December 31st. I was directed to find my confirmation on the app, but I cannot locate it. My name is Judy K. and my address is [redacted] Rivermist Dr., Lilburn, GA [redacted]. The booking is for a deluxe room for two people. Kindly email my confirmation to JCK [redacted]

I made a reservation at the Holiday Inn Civic Center in Charleston, WV for December 23, [redacted]. Unfortunately, despite the property's willingness to cancel due to weather conditions, Booking.com charged me $[redacted].23. Even though an agent from Booking confirmed the cancellation with the Holiday Inn over the phone, I have not received a refund over a week later. The Holiday Inn Charleston only has a fax number and no email address. Could you provide me with their fax number so I can request written proof of the cancellation and no charge? I am very frustrated as a customer and am reconsidering using Booking in the future.