Booking.com Customer Service Issues

Archive 130

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #130. It includes a selection of 20 issue(s) reported January 24, 2023 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My husband and I booked a room at Private Rooms Belgrade Hostel in Belgrade, Serbia. We stayed for two weeks, but our room was never cleaned. The bed sheets and towels were dirty. We ended up cleaning them ourselves. When I took a pan to cook, I was asked to return it because the owner needed it. I said I would return it after cooking, but I was kicked out of the hostel for that. I am truly speechless and outraged! It's ridiculous, all because of a pan. The worst part is that they prevented me from writing a real review. The hostel has a high rating, but it's not true! We are regular booking customers, and I rely on people's reviews when choosing a place. I am very disappointed right now. It seems like customers' rights are not protected, and only good reviews can be left.
Reported by GetHuman-l_doroni on मंगलवार, २४ जनवरी २०२३, दोपहर १:११ बजे
I was unexpectedly charged $[redacted].90 for motel rooms I didn't book. On the morning of Saturday, 01/21/23, I noticed a charge from the Nordic Inn. After contacting the motel directly, they couldn't locate any bookings under my name and suggested I might have booked through a third-party service. I explained that although I hadn't reserved a room at their motel, I had used a third-party site to search for accommodations elsewhere. Through this, I discovered reservations made for the previous Thursday and Friday that I didn't authorize. Unfortunately, the motel staff mentioned they couldn't process a refund as the payment was set up for automatic withdrawal through the third-party app, advising me to reach out to them for further assistance.
Reported by GetHuman8122804 on मंगलवार, २४ जनवरी २०२३, रात ८:२९ बजे
Hello, I am Saleh Alrahbi. I had a previous issue with booking a hotel where money was deducted but no confirmation number was received. After contacting support, I obtained the confirmation number. Now, I face a new problem where the hotel, Swissotel Makkah, requires the name to be changed from mine to my brother's, Issa Marhoon Alrahbi. The hotel requested I contact Booking.com to make this change. My confirmation number is [redacted].[redacted].[redacted] with a PIN code of [redacted]. I kindly request the name to be updated to Issa Marhoon Alrahbi promptly as the hotel is expecting us. Best regards, Saleh Alrahbi. Email: [redacted], Phone: [redacted][redacted].
Reported by GetHuman8127434 on गुरूवार, २६ जनवरी २०२३, रात ८:३१ बजे
Yesterday, I noticed that my charge card was billed for my reservation under Confirmation #[redacted]. I mistakenly booked a non-refundable rate but intended to choose a refundable option. I would like to keep the reservation but modify it to be refundable, with the charge to appear on my card on 9/16/[redacted]. I am willing to pay any difference if the room rate increases. I have also made a reservation for my sister and her companion for the same period under my name, which is fine as it is. I don't want to cancel either booking, just adjust mine to be refundable. Please refund the charge from yesterday back to my card. Thank you.
Reported by GetHuman8129107 on शुक्रवार, २७ जनवरी २०२३, दोपहर ४:४० बजे
I believe my brother fell victim to a scam. He was instructed by someone claiming to be from Booking.com to purchase GameStop cards totaling $[redacted] to book a hotel room in Edenton, NC. The person, named Harry, provided the number [redacted], but it is now disconnected. This was my elderly mother's money from her Social Security check, and we need a refund. Please assist by contacting me at [redacted] Thank you for your help.
Reported by GetHuman-baitchis on शुक्रवार, ३ फ़रवरी २०२३, शाम ६:१६ बजे
I booked a room at the Extended Stay on Coit Road in North Dallas on Christmas Eve. I contacted the hotel to confirm my reservation, but they informed me that it was being canceled due to a lack of running water. I have tried reaching out to Booking.com multiple times and even had a three-way call with the hotel. The hotel confirmed they authorized a refund, but despite my numerous calls and messages, Booking.com has not issued the refund or responded to me. This lack of professionalism and disrespect is the worst I've ever encountered. Booking.com staff have been rude and unhelpful. I am requesting a refund of $79 or a complimentary room for the night. You can contact me at [redacted] or ed**[redacted]
Reported by GetHuman8146755 on शनिवार, ४ फ़रवरी २०२३, रात ८:५५ बजे
Hello, I often refrain from booking on Booking when the search results are confusing or inaccurate. As a parent couple with a 5-year-old child, we receive suggestions labeled as "recommended for your group." That's not too bad. What's annoying is when we are then presented with bookings for, for example, 1 double and 1 single room (see attached screenshot). This is obviously not appropriate. A family with young children would never book multiple rooms. As a result, we have contacted the accommodations we were looking for directly several times and booked with them directly. Just to make sure we get what we need. It would be nice if Booking could make this change so that we can book directly through the site in the future. Best thanks and regards, Christian Stübi
Reported by GetHuman-chstubi on सोमवार, ६ फ़रवरी २०२३, दोपहर १२:३४ बजे
I was charged $[redacted].00 and $[redacted].00 by a Holiday Inn in Socorro, NM, yet I have proof that I was elsewhere. I settled my bill with my credit card at Western Skies Inn and Suites in Los Lunas, NM, and checked out on October 12, [redacted]. Despite reporting this to my credit card company, the charges remain on my account. Additionally, I am receiving emails addressed to me. Apart from my credit card number and the CVV code, what other information is required for a reservation? Several unrelated charges were reversed. I attempted to contact the Socorro hotel for information, but received no response. The emails are now offering me credits, but I wish to dispute these erroneous charges.
Reported by GetHuman-wbeumele on गुरूवार, ९ फ़रवरी २०२३, शाम ६:२१ बजे
I contacted the company requesting a refund and compensation as I had a terrible experience at Renu Downtown. Upon arrival, check-in was delayed and the apartment was not properly cleaned; kitchen towels were dirty, kitchen knives were not cleaned, and the shower liner was grimy. The window in the living room wouldn't shut, handles in drawers fell off, and the bathroom sink was clogged. Worse, the headboard fell on my 3-year-old daughter, causing injury. Maintenance/security was impolite to my guests and we all fell sick after the stay, requiring ER visits for Covid. During check-out, issues with the kiosk made me late, resulting in a $[redacted] deduction from my deposit. I have repeatedly tried to communicate with them but received no satisfactory response. I believe I deserve a full refund considering the $[redacted] room rate, $[redacted] deposit, and a $20 fee. I am contemplating legal action due to their neglect and lack of concern for my daughter's injury.
Reported by GetHuman-shayalva on शुक्रवार, १० फ़रवरी २०२३, शाम ७:०१ बजे
Dear Customer Service, I have been a loyal VIP and Genius customer of booking.com for many years, and I usually have a pleasant experience with my bookings. I am writing to inquire about a discrepancy in pricing regarding my upcoming reservation at Hotel Dubrovnik (booking number: [redacted].[redacted].[redacted], Pin Code: [redacted]) for a one-week stay from June 13th to June 21st, [redacted], for two guests. Upon booking, the price displayed was €[redacted] for 8 nights in an executive sea-view room with breakfast included. However, the actual amount deducted from my credit card was €[redacted].40, which includes the VIP and Genius discount. There seems to be a €[redacted].40 difference between the advertised price and what will be charged to my card. Please clarify why this price variation exists. Additionally, I understand that there may be a tourist charge to be added at the hotel, which might account for the discrepancy. I appreciate your prompt attention to this matter. Thank you, Rudolf E. from Austria
Reported by GetHuman8171704 on बुधवार, १५ फ़रवरी २०२३, दोपहर १०:५८ बजे
Dear Sir, I am Ashraf Khalaf from Egypt. I had a confirmed booking reservation number [redacted] at The K Hotel in Dubai, UAE from 17-02-[redacted] to 24-02-[redacted]. I received an email stating the reservation was cancelled due to non-payment of the insurance fee of [redacted] Dirhams, despite our Visa card being updated and accepted. We are extremely surprised by this disrespectful behavior causing financial loss. Your company has a strong global reputation, so we are disappointed by this unfortunate incident. As per the reservation terms, payment is usually made upon arrival at the hotel. We kindly request the reinstatement of our reservation as we reserve the right to raise this issue with the relevant authorities globally. Thank you.
Reported by GetHuman-startup on बुधवार, १५ फ़रवरी २०२३, दोपहर २:१४ बजे
I've encountered significant challenges trying to modify my room reservation dates. Initially, I was informed via email that contacting Best Western in Martinsville, IN directly was necessary. However, upon contacting them, I was advised that modifications must be arranged through booking.com. My booking number, [redacted], is currently scheduled for check-in on May 12th and check-out on May 14th. I simply need to adjust my reservation by shifting it one day earlier. I aim to check in on May 13th and check out on May 15th, maintaining the two-night duration as initially booked but changing the check-in date. For assistance, please reach out to me at [redacted]. I can be reached at [redacted] and my name is Margie.
Reported by GetHuman8177655 on शुक्रवार, १७ फ़रवरी २०२३, रात १०:०५ बजे
I don't have a confirmation number for my recent booking. The email for the booking is [redacted] I reserved 3 bus tours from Vegas to Los Angeles for March 8th, [redacted]. My address is [redacted]-[redacted] Garden Drive, Oakville, Ontario, L6K0H7. Contact me at [redacted]. I must pass this reservation to 2 other people. I want to report that I've changed my password and don't use a desktop computer for bookings on booking.com. I'm not based in Cobourg, Canada. I've had no success contacting booking.com. I must clarify that any unauthorized bookings are not my responsibility. I urgently need someone to verify my booking for the 3 bus trips from Las Vegas to Los Angeles on March 8th, [redacted]. I have not received a confirmation number as I usually do. I need to confirm this booking or cancel it promptly.
Reported by GetHuman8190615 on शुक्रवार, २४ फ़रवरी २०२३, रात ३:४२ बजे
I wanted to update you that I've changed my password and want to clarify that I never use a desktop computer for booking on booking.com. Also, I do not reside in Cobourg, Canada. I have been struggling to reach booking.com with no success. I want to emphasize that I am not accountable for any bookings I did not authorize. I urgently need assistance in checking a booking for 3 bus trips from Las Vegas to Los Angeles on March 8th, [redacted]. Unlike past bookings, I did not receive a confirmation number and need to verify if this booking has been made or if I need to cancel it. Your prompt attention to this matter is greatly appreciated.
Reported by GetHuman8190615 on शुक्रवार, २४ फ़रवरी २०२३, रात ३:४४ बजे
Hello, I am reaching out regarding the flight cancellations that occurred on January 17, [redacted]. My booking number is: 40-[redacted]23. On January 23, [redacted], Malaysia Airlines confirmed that the refund had been processed back to booking.com (GoToGate). However, it has been 7 weeks since the cancellation and I have yet to receive the refund in my account. Despite contacting GoToGate weekly since January 23, [redacted], I have consistently been told that the refund will be processed in 2-3 days. To date, no refund has been received. This situation has been emotionally taxing, and I have been left feeling deceived after each interaction. I kindly request the full refund be processed expeditiously. Your assistance in this matter is greatly appreciated. Thank you, Jin
Reported by GetHuman-imjintan on गुरूवार, २ मार्च २०२३, रात ११:३७ बजे
Due to changes in my travel plans, I canceled my reservation on your website within the allowed time frame. However, instead of receiving a cancellation confirmation, I received a confirmation for the same date. I tried to change the reservation online, but it seemed the cancellation did not go through. After contacting the hotel directly, the manager offered a room for March 4. I was informed by the hotel that Booking.com needs to handle the reservation change. Can you please update my reservation from March 2 to March 3 without any additional charge, as I initiated this process within the cancellation deadline? My confirmation number is [redacted]. I have been a member of your loyalty program since [redacted]. Thank you. - Marcia
Reported by GetHuman8207398 on शुक्रवार, ३ मार्च २०२३, सुबह ४:२० बजे
I am following up regarding the flight cancellations on January 17, [redacted]. My booking number is: 40-[redacted]23. On January 23, [redacted], Malaysia Airlines confirmed the refund had been processed and issued back to booking.com (GoToGate). It has been 7 weeks since the cancellation, and I have yet to receive the refund in my account. Despite contacting GoToGate weekly since January 23, [redacted], I am repeatedly told the refund will arrive in 2-3 days. However, after 7 weeks, no refund has appeared. This situation has caused significant stress, feeling misled after each interaction. I kindly request the immediate processing of my full refund. Your prompt attention to this matter is greatly appreciated.
Reported by GetHuman8207767 on शुक्रवार, ३ मार्च २०२३, दोपहर १०:३४ बजे
I, D.B., made a reservation at Explorer Hostel & Apartment Stare Miasto OLD TOWN, Poland, in Poznan on March 5, [redacted]. However, when booking, I received an error message after being charged PLN [redacted]. The hotel mentioned it was a booking issue and couldn't assist. I proceeded to book a room elsewhere but am now seeking a refund for the unauthorized charge. I have all payment records and screenshots available for verification. Thank you for your anticipated support.
Reported by GetHuman8212204 on रविवार, ५ मार्च २०२३, दोपहर १०:०२ बजे
Hello, I tried to book Il Magan in Cinque Terre for 8 people from September 26-29, [redacted]. When I searched, the price showed as AU$[redacted]. I am a level 2 Genius member. Surprisingly, my daughter, who is a level 1 member, booked the same place with no discount at AU$[redacted]. It seems unfair that despite my higher level, I paid more than someone with a lower level. I expected a 15% discount as a level 2 member. Can you please clarify this discrepancy? I appreciate the perks of being a level 2 member but not when I am not reaping the benefits. Thank you, Gerry
Reported by GetHuman8212322 on रविवार, ५ मार्च २०२३, दोपहर १२:१५ बजे
I recently had a booking issue where I was double-booked for a hotel I was already staying in for two nights. The hotel charged my card, leaving me without access to my funds. Unfortunately, the hotel is fully booked for the next two nights, creating an inconvenience for me. I urgently need a refund processed on my card today, not in 10 days. I am unable to locate the [redacted] number to contact customer service directly, and this situation is unacceptable. Please reach out to me promptly at [redacted] to resolve this matter immediately.
Reported by GetHuman8213074 on रविवार, ५ मार्च २०२३, रात ९:२३ बजे

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