Booking.com Customer Service Issues

Archive 121

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #121. It includes a selection of 20 issue(s) reported May 23, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Subject: Refund Inquiry for Flights to Portugal Dear Customer Service Team, I am writing to follow up on our canceled flights to Portugal on April 06, [redacted]. We have not yet received our refund of [redacted].26€ as per your cancellation policy. Despite being informed that a refund was not possible, we reached out to TAP Portugal and were advised on the refund process. We kindly request booking.com to facilitate the refund by contacting TAP Portugal through HelpDesk with the flight reference number OTAHEJ. The booking.com app initially indicated the refund was in progress, but it now shows no update. Our preferred resolution is to receive the refund to the provided bank account details, belonging to Kerstin Breckow or Sebastian Wolff at Berliner Volksbank, with IBAN DE97 1[redacted] 2[redacted] 03 and BIC BEVODEBB. We value our past experiences with booking.com and hope for a swift resolution to this matter. Thank you for your attention to this issue. Best regards, Breckow/Wolff
Reported by GetHuman7470026 on lunes, 23 de mayo de 2022 16:39
Dear Customer Service, I need assistance with a double payment issue I encountered while booking a hotel on Booking.com and using Paypal. There was a system error which led me to pay twice for the same reservation. Although Booking.com acknowledged the mistake and promised a refund via email, it never came through. After getting back one payment from Paypal and filing a buyer protection claim, it was unfortunately rejected. Despite providing evidence, including Booking.com's email admitting the error, Paypal still considered it as two separate bookings. Since there's only one booking number and clear communication from Booking.com, I'm seeking your intervention to resolve this matter. Please reach out to me for further details at [redacted]. Sincerely, Marc Schmid
Reported by GetHuman7472483 on martes, 24 de mayo de 2022 11:07
Hello, My name is Candela Montesinos Ramírez. Yesterday, I made a reservation to rent a car for June 4th, 5th, and 6th. When I tried to pay for the booking, I encountered an error message, and the website prompted me to re-fill the form due to a payment issue. As a result, I did not receive any confirmation email for the reservation (€96.52). I repeated the process with a cheaper car, and this time the payment went through, and I received the confirmation for this reservation (€91.42). Upon checking my bank account, I realized that both amounts were charged - the valid one (€91.42) and the one that supposedly had an error (€96.52) for which I did not receive a confirmation email. Therefore, I have a double booking with double charges. I would appreciate it if this issue could be promptly resolved, and the €96.52 amount refunded to me. I spoke to a representative from rentalcars who provided me with this email to address the situation directly with you as the ones who can assist. I have attempted to call several numbers without success, hence I kindly request immediate assistance to rectify this issue as managing multiple bookings for the same dates is inconvenient.
Reported by GetHuman7475595 on miércoles, 25 de mayo de 2022 9:47
Dear Sir or Madam, I am interested in booking the Best Western Plus Hotel in Hong Kong through Booking.com for a 7-day quarantine from June 12, [redacted], to June 19, [redacted], with full board. I would require two suites for two persons each. After the quarantine, we are interested in extending our stay until June 25, [redacted], with breakfast included. Alternatively, superior rooms would also be acceptable. Additionally, we may also book our flights through Booking.com. We plan to arrive on June 12, [redacted], from Tagbilaran Bohol airport via Manila, and depart on June 25, [redacted], from Hong Kong to Manila and then Tagbilaran Bohol. As our wedding date is on June 22, [redacted], we would appreciate a prompt confirmation and assistance with these bookings. Thank you for your support. Warm regards, Albert Ippisch
Reported by GetHuman7478820 on jueves, 26 de mayo de 2022 10:45
Regarding reservation number [redacted]: I would like the defamatory post made by the B&B to be removed. Recently, the owner of a B&B in Ireland made false and malicious statements about me on Booking.com. Despite my requests, the B&B owner has refused to take down the libelous content. Booking.com has also failed to address this issue and is essentially condoning the defamation. If the inappropriate response from the B&B is not removed promptly, I will have to pursue legal action against both the B&B and Booking.com for allowing this misconduct. It is crucial to hold individuals accountable for spreading false information that damages one's reputation.
Reported by GetHuman-tevisajo on viernes, 27 de mayo de 2022 15:52
During my stay at Hampton Inn on Hilton Ct. in Parsippany, NJ from 5/19/22 to 5/22/[redacted], I unfortunately encountered a safety issue. While in my room, I accidentally cut my leg on a metal bar protruding from the bed frame, hidden under a bed skirt. As a diabetic on blood thinners, I struggled to stop the bleeding and had to seek assistance from EMS. The manager, police, and EMS promptly responded to the situation. Despite being moved to another room due to the incident, my son-in-law also experienced a similar accident with a different bed frame the next day. The injuries sustained by both of us are concerning, especially considering the negligence involved. I will be seeking medical attention for my leg and am requesting a refund for the discomfort and inconvenience caused during our stay.
Reported by GetHuman7484062 on viernes, 27 de mayo de 2022 22:34
I need to cancel my reservation at Gaylord Opryland - Nashville, TN (USA). The confirmation number is [redacted]. I've been unable to access my account because all notifications are going to an unfamiliar email address (steinermel40%@hotmail.com) instead of mine. The hotel couldn't provide a pin number, preventing me from managing my booking online. When calling [redacted], I can't proceed without the pin. Reaching out to the support team on the website has been unhelpful. Please cancel this reservation promptly and remove the charges from my credit card. I'm frustrated by the lack of online assistance and hope this issue gets resolved soon.
Reported by GetHuman7492628 on martes, 31 de mayo de 2022 16:11
I made a booking at Dalby Tourist Park with my usual details, only to find out upon calling to confirm on May 30th that there was no record of my reservation. I had to quickly find alternative accommodation for my staff who were traveling 80 km away. Subsequently, I received a notification claiming I hadn't checked in and would lose my payment. After investigation, it was discovered that the booking was under a staff member's name, not mine. Despite the payment being made in my name and confirmation emails sent to me, the park refuses to refund me directly, suggesting I contact booking.com. I am a loyal user of your app and I am seeking a prompt resolution with a full refund.
Reported by GetHuman-tanyatmj on miércoles, 1 de junio de 2022 10:02
Booking Reference: BC-AnX7wJ8pj I made a reservation for a house in Australia near Sydney through booking.com for the dates 31st Oct-7th Nov [redacted]. Initially, I was pleased with the booking as no payment was required upfront, and there was a flexible cancellation policy. Unfortunately, booking.com later informed me that the house was no longer available due to a double booking. After much confusion and communication with the owners, I reluctantly booked an alternative property suggested by booking.com, which required full payment upfront. This new property doesn't suit our needs as it accommodates 12 people, while we are only a family of four now. I am disappointed with the whole experience and would like to cancel the booking for a full refund. I have been struggling to reach booking.com through live chat or phone calls. I appreciate the current challenges with staffing but would appreciate your assistance in resolving this issue promptly. Thank you, Jane J.
Reported by GetHuman7510241 on lunes, 6 de junio de 2022 9:28
I have been using the booking service for a while, but I encountered an issue yesterday. I tried to confirm a weekly reservation at the Lone Star Inn in Sherman, Texas, but was charged more than the online price, totaling over $[redacted] instead of $[redacted]. Additionally, the room I received is in poor condition. I usually leave excellent reviews, and I am disappointed with my current experience. Room [redacted] at the Lone Star Inn is where I am staying. I will return within an hour, but I hope you can contact the hotel on my behalf to request a better room for the remainder of my extended stay. It would be appreciated if you could update me on any developments. Thank you for your assistance.
Reported by GetHuman-brandra on miércoles, 8 de junio de 2022 19:05
I purchased Disneyland tickets through booking.com (company Viator) but they did not work, leaving my daughter in tears outside the park. After contacting booking.com, they instructed me to buy new tickets and assured me they would follow up with Viator for a refund. However, when I called booking.com today, the representative informed me they were unable to refund my money and abruptly ended the call, advising me to contact Viator instead. Unfortunately, Viator has not responded to my inquiries, leaving me unsure of the next steps to take. I would appreciate any guidance on how to resolve this matter. Thank you. Zuzana.
Reported by GetHuman7522050 on jueves, 9 de junio de 2022 16:04
I needed to adjust my reservation at the Four Queens Hotel in Las Vegas, which I made through your website, due to my Southwest flight cancellation. Four Queens informed me the change had to be done through you. However, reaching your customer service was very difficult. When I finally got through and provided the pin number, we were disconnected, and the representative never called back. After a long wait, I spoke to another representative who said they couldn't help and advised me to resolve the issue with Four Queens. This back and forth has been frustrating over a small issue. Unfortunately, I now have to cancel my weekend stay and pay for an additional weekend due to circumstances beyond my control. I travel frequently with my family, but I'll have to reconsider using your service in the future. Sincerely, Gary O. Phone: [redacted] Confirmation #: [redacted] Pin #: [redacted]
Reported by GetHuman7528506 on sábado, 11 de junio de 2022 20:52
It seems Booking.com could be experiencing financial difficulties as their customer service options, such as live chat and telephone support, are unavailable. This is troubling, especially when facing issues with multiple bookings. It might be wise to make reservations through a different service to avoid potential communication problems while traveling internationally. It's frustrating that a travel company relies solely on email responses within 24 hours. The lack of live assistance and unexplained charges on your credit card with no means of contact adds to the frustration. Hopefully, these issues can be resolved promptly.
Reported by GetHuman7533666 on lunes, 13 de junio de 2022 17:24
In March, I found a villa on Bookings.com. I read the details, called the host to inquire about the area, and she offered me a discounted rate of [redacted] euros. I was advised to wait for an email from Bookings.com to confirm payment details, which I received and made the payment accordingly. However, when the host requested a [redacted] euro damage deposit, I grew suspicious. Upon realizing the property was no longer listed on Bookings.com, I attempted to contact them for verification but struggled without a reference number. Despite multiple attempts to reach out, I have not received a response from Bookings.com or their CEO. I warn others to steer clear of this company to avoid losing money. It's disheartening that my planned family treat turned into a distressing situation. I have documented all communication and hope for a resolution.
Reported by GetHuman7537855 on martes, 14 de junio de 2022 20:36
Upon receiving a text message a few hours before reaching Dieppe, indicating to collect apartment keys from a bar, I encountered a chaotic check-in process. Despite being handed keys, directions to the apartments were vague. The search led to an uninviting courtyard with unlabeled doors on different floors, none opening with the keys provided. Feeling frustrated, we left the property to seek alternative accommodation due to the lack of assistance and poor property condition. Returning keys to the bar, staff showed irritation, insensitivity, and impoliteness, further tarnishing the experience. As seasoned travelers, the treatment received was unprecedented and disappointing. The online booking lacked transparency on key collection and property details, misleading travelers with attractive photos that did not reflect the reality witnessed. The overall dissatisfaction stems from the mismatch between the description and the actual experience, highlighting a need for accurate representation and better customer service. - M. Danson
Reported by GetHuman7542515 on jueves, 16 de junio de 2022 10:16
My son made a reservation for myself and my 15-year-old daughter at Hotel Rafita in Redditch for the night of June 11th. Despite being homeless, we decided to book the cheapest option available. Unfortunately, there were several issues during our stay. There were unrestrained pit bulls on the premises, a disturbance at 1:20 am, and emergency services arriving later. The commotion lasted until 4 am, disrupting our sleep. When I inquired about a late check-out, the reception was closed, and calls went unanswered. I believe the hotel's management and communication with guests were unsatisfactory. As a paying customer, I am requesting a full refund due to the poor experience.
Reported by GetHuman7551823 on domingo, 19 de junio de 2022 16:45
Dear Sir and Madam, I previously sent the email below but encountered difficulties in proceeding. The Booking.com confirmation number is: #[redacted]. I attempted to call the provided number, [redacted], but it was not functional from Germany. I am willing to call again if needed. Thank you for your assistance. Best regards, Ferdinando Ferdinando Gregorio Controlling DAVID Systems GmbH Erika-Mann-Strasse 67 [redacted] Munich, Germany +49 (89) [redacted] 39 -16 +49 (89) [redacted] 39 -50 mailto:[redacted] www.davidsystems.com
Reported by GetHuman-fgregori on jueves, 23 de junio de 2022 15:01
Subject: Refund Request for Reservation Number [redacted]6 Dear Sir/Madam, I am writing to request a refund for my reservation number [redacted]6. The third-party booking platform we used informed us that there were no tickets available at the original price for our return flight and were trying to charge us an additional $[redacted]. This unfortunate situation is the second time it has occurred through the Jetcost app. I am frustrated by the challenges posed by flight cancellations, pilot shortages, and the ongoing impact of Covid-19. It is disheartening to be informed that I must send an email for a refund request due to not meeting the 48-hour advance notice requirement. As a result, I am unable to visit my mother who is in hospice care and am now facing difficulties in obtaining a refund for this reservation. Should the refund not be processed, I will have no choice but to share my negative experience with your company on social media, news outlets, and other platforms to caution others against booking through your service. My intention was to proceed with the trip as planned since I had already made prepayment for the reservation. Sincerely, James M.
Reported by GetHuman7360809 on jueves, 23 de junio de 2022 15:47
I booked a hotel room through booking.com, but upon arrival, I found it extremely dirty with bugs, hairs, and crumbs in the entire hotel. I requested a refund, and the hotel canceled my reservation, instructing me to contact booking.com for the refund process. It's been over two weeks since this incident on the 11th, and I still see the charge pending for $[redacted].49 on my credit card statement. I kindly request the release of this amount so that I can move on from this disappointing experience.
Reported by GetHuman7575552 on lunes, 27 de junio de 2022 10:36
I have a reservation at Tenerife Gardens on October 26, [redacted]. The website lists the room with two single beds, a bath, a flat screen TV, and amenities like a tea/coffee maker and an electric kettle. However, the email I received only mentions one room without specifics. During our flight, I'd like to ensure we have access to a cup of tea, especially considering the 4-hour journey. I'm concerned as we arrive at 8:15 pm, and late check-in seemed unexpected. My husband and I, both in our 70s, hope to avoid any inconvenience upon arrival. I've been a loyal customer for years and never encountered issues like this. Given my long-standing loyalty and experience as a multi-level genius customer, I kindly request swift assistance in addressing these concerns. My booking number is [redacted]. Thank you. Mrs. ML Pennell
Reported by GetHuman7579440 on martes, 28 de junio de 2022 8:40

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