Booking.com

Booking.com did not acknowledge our (June 17) cancellation of a (February 28, 2022) reservation. Consequently, Playpark Lodge charged us for a cancelled reservation.

On October 16, 2022 we received a notice that a safety deposit would be required for the stay at Playpark Lodge. Needless to say, we tried to fix the problem, but Playpark Lodge alleged that only Booking.com could cancel this reservation. We also tried to fix the issue through your Customer Service to no avail due to a lack of reservation info.

Enclosed we are sending a copy of the information that the lodge was able to provide to us, which follows for clarity's sake:

Playpark Lodge

Guest: Paulina Pommerenke

ppomme.[protected]@guest.booking.com

Check-in: Oct 16, 2022

Check-out: Oct 18, 2022

2 rooms for 2 nights

Chanel: Booking.com

Booking number: [protected]

Received: Feb 28, 2022

Cancelled this reservation on June 17, 2022 with Booking.com

On a final note, ppomme.[protected]@guest.booking.com does not match Paulina's [protected]@gmail.com account email.

Never had problems with Booking.com in the past. I hope this complaint helps to clear this nasty issue.

Appreciatively,

Joseph Rotger

[protected]@gmail.com

(on behalf of Paulina Pommerenke)

I was shocked to find that my account was debited to the tune of $184.67 this morning with the following description:098WNV1223064*Ag/POS/WEB PMT HOTEL ON BOOKING.COM.

To the best of my knowledge, I was duly charged on all the places I booked for this last couple of days, except for the accommodation in Italy which unfortunately we couldn't gain access because the office where we were to collect the keys from was closed and we couldn't reach them. I duly sent a message that we were there but couldn't gain access to the place.

Kindly reverse that debit because we didn't gain access and not because we didn't show up. My card number is 4696...061285

Thank you.

Bruno Brume E.

I received 2 emails saying my reservation for may 2023 in new york is canceled. I did not cancel it. We are going to new york their app also says the reservation is cancelled. Wtf. It is impossible to reach anybody for help. 11/1/22. They did not have permission to cancel it, we did not cancel it. Hotel says it’s still valid. I will never use them again

On the 4th October I called the booking.com customer service and make a simple change to the return flight date for my son's booking. THey charged me the fare difference over the phone and took the payment via credit card.

4 weeks later I have still not received any confirmation of the change.

I have been calling the customer service since the 5 October and they transfer me from one department to the next with no resolution. It is now 1 November and I have been on the phone for 2 hours being transferred from one person to the next. They now tell me the change I made on the 4 October was not issued and now there are no return seats for the date I changed and paid for.

This is an absolute nightmare! They have been saying for 4 weeks that someone from the 'Concern Department' will contact me - and not one single person has contacted me.

I just don't know what to do anymore.

I don't understand why it is so hard to confirm such a simple change. Now I can't find his flights at all.

Hello,

. The only info on my credit card statement is the purchase date (9/28/2022), merchant name which is BKGBOOKING.COM HOTEL [protected] NY. and the charge $648.36 (US Dollars). I called the number, and the recording demanded a confirmation number which I could not provide. My wife and I were home all of September.

Consequently, there is:

1. NO Booking number or PIN for this charge, consequently I think it is fraudulent.

2. My email address is [protected]@msn.com.

3. There is NO ACCOMODATION NAME OR ADDRESS

4. There is no check-in or check-out dates

I already sent a copy of my statement with the charge in question highlighted in yellow.

I am hesitant to send the first six digits of my credit card number, but the last four digits are 3611.

I do not intend to pay this charge and will work through my credit card company if you cannot verify this charge.

Thanks. Walter Alessi

In September we booked a hotel on what we thought was the island of São Jorge in the Azores. When I put in my search for that particular island, it broadened the search to another in the Azores, São Miguel, which was 241 kilometers away! I had no idea that it would do that and was totally unaware of the hotel being on a different island. When we arrived on São Jorge, we discovered that the hotel wasn't on that island! We were fortunate to find a vacancy in another hotel. When I contacted booking.com customer service to ask for a refund on the hotel, they assured me that they would look into the situation. We have waited weeks after our first contact with customer service and still haven't received a definitive response. We been in contact several times since then with basically the same response: "someone there will get back to you within 24 hours." I feel that they are trained to give you the runaround.

I attempted to get a reservation Quality Inn and Suites in Wytheville, Va for 10/28/22. This is a hotel I have stayed at many times and recognize the picture. The confirmation came back on the website showing that it was for Comfort Suites in Wytheville on Nov 25 2022. I immediately cancelled it and the computer returned a confirmation of the cancelled reservation. However the charge to my account went through as a cancellation cost for 104.97. I attempted on several occasions to call the Comfort Suites to confirm the cancellation but each time I was met with no answer and the mail box is full.

I did finally call Quality Inn and Suites to make a reservation there. I would like the 104.97 credited to my account. There were no warnings about cancellation of reservations in this session on Booking.

as part of my booking, booking .com offered a free taxi to the property.

i have screen shots off this and thankfully kept copies.

once booked they would not stand over the offer...instead said that i did not spend enough to avail of this offer.

this is factually incorrect ...and i tried to book again and was offered the same deal.

i told them to try to book to see for themselves...24 hrs later the offer of free taxi is withdrawn...but customer service still saying im in the wrong!

i booked 26/10 Confirmation: [protected]

The previous tenant of our hotel owed money to booking.com

Booking.com are asking us to pay a huge deposit because of the previous tenant (of which none of us are connected with).

Multiple false promises and lies from booking.com and still unresolved.

Booking.com promised us that if we logged into the old tenants account (they gave us their login and password) that they would activate after we pay some money.

Booking.com staff also deleted chats in the telegram app after communicating with staff.

Dodgy, very unprofessional and unethical!

CONFIRMATION NUMBER: 2165.126.179

PIN CODE: 8997

Dear booking Agent,

I would like to express my frustration and how upset I am from the notification that I received from the hotel that I have booked thru your company.

Last Thursday (Oct 20th) I received a WhatsApp message that the unit that I reserved was sold, not they are offering me an alternative which is much expensive from what I have ordered.

For me, booking was always a safe site to order from, without having any special surprises like this, now I need to search for another hotel for my trip, high chances that the prices will be higher.

I would like to get Booking support for price relief for the next new order that I will have to do.

Waiting for your replay back.

Thanks

Eyal Greenblatt

P.s

eventually we decide cancel but and i was expecting that

There is not something that can happen with residence which you enable for Booking.com!

it was not mention in any note that accidently such issue can be encounter

Me and my friends booking two rooms for 3 days in Rome using booking.com. We never came to Rome because our flight was canceled because of strike on Italian airport. We send message to hotel after we get information about cancelation. We send message that we will not arrive because flight was cancel because of strike and we don't have another way to come. We ask for refundation, and hope that they will understand that this is not our mistake. We think that it's ok do pay one day, but not 3 days. Hotel probable know for the strike before than we, but they don't have understanding for us. They don't acepted any explanation, thay don't wand to refund and that is finished. We ask booking for hrlp in this arbitration but we don't get the help. The contact hotel, and hotel refuse to bavk the money and that's it.

I hired a car through Booking.com website and was surprised when collecting the car by a "Premium Location Fee" of 14 euros that was mandatory when collecting a car at the airport but that was not informed in any of the T&Cs when renting the car with Booking.com even obviously selecting the pick-up/drop-off point in the airport. The price advertised by Booking.com was misleading and it appeared to be cheaper than on other sites, however the truth is that they were hiding this mandatory fee from the customers. I tried contacting the customer service (ref. [protected]) and was extremely poorly attended, almost offended by their attendant, Nathan, that used large fonts to reinforce parts of his message when replying to my complaint. 

8911 Sydney Avenue, Kissimmee, 34747, United States

14 August 2022 - 28 August 2022.

Confirmation: [protected]

Arrived late Sunday 14th, noticed algae in the pool next day. Reported it by email. They said it was fixed but the pumps were not working.

More communication email Friday 19th

"Morning,

The blinds are fixed thanks.

Unsure if the pool has been fixed. Comparing with others the filter pressure? is on zero whereas others are higher and working. We can see bits through the plastic viewing part of the filter. The water doesn’t circulate as much as other pools. We are concerned if we use the pool and the water is not clean we or the children could get ill.

Thanks

Steve"

The issue was only resolved on the Saturday, so we were only use the pool for week of our stay. Photo 15 Aug showing Algae. video 20th (5309 pumps not working) 21st Aug pool fixed 5319.

Stephen Horgan

my name is Jay Patel, I have booked 2 hotel rooms in whistler on 15 oct from booking.com.

When we reach to the hotel rooms the client in the last movement told us like he by mistakenly give the room to another person. As per him 2 person try to do booking at the same time. but we booked 2 condos and he do same for both room, i don't understand how this happen with both rooms. Now it was a midnight and we were in the middle of the road and dont know where to go , i have my family and child with me . I called to booking.com customer service he just told we are sorry we cannot do anything , they can look a room but we have to pay for it . I dont understand why we have to pay anything at this movement atleast booking.com should give us free of room to stay . I with my family sleep at my car whole night in that my child get serious ill.

i dont accept this type of customer service from booking.com. It is very good and huge company.

Now atleast they should give us some credit as i and my family suffers a lot due to booling.com

On 13th September I booked a room at the Hanoi Paon Hotel for the night of 3rd October. I cancelled the booking on 27th September, within the free cancellation period (I have screenshot to confirm this). However, when I checked my credit card statement I found that I have been charged £57.32 on 4th October. I raised this with Booking.com customer services and asked for a refund. Customer Services responded with a succession of conflicting accounts after 'reaching out' to the hotel:

firstly, that I had made the cancellation outside the free period (untrue - the screenshot confirms this)

secondly, that I had actually stayed in the hotel and that the hotel could provide camera evidence and passport photo (this evidence was not provided, understandably as I had not set foot in the hotel)

thirdly, that I had made two reservations and that I had 'gotten confused' between the two reservations and had been charged accordingly (this just doesn't make sense).

I booked two accommodation in Tasmania with free cancellation, 2 weeks after cancellation there was a charge from booking.com in GBP. after contacting their support multiple times, they told me this is a preauthorization credit card hold and will be returned to you in 5 business days.

Also right after this charge my credit card details were leaked, possibly through booking.com.

The support process is to send them a chat message or call, they will tell you to send your bank statement, and they come back to you that this is a credit card hold and will be return back to you and they close the ticket.

If you try to contact them again same questions and answers will be provided over and over again without any progress.They don't even want to acknowledge that this money has been transferred and is not actually a credit card hold.

Doesn't matter if you call, email or chat they will not give you a refund or take responsibility.

They are a scam and thief, and I can't believe they are allowed to operate in Australia.

Australian government should block them or do something about this company.

If you value your time and Money DO NOT USE BOOKING FOR ANYTHING. DON'T PROVIDE THEM ANY CREDIT CARD DETAILS AS THEY WILL PROBABLY STEAL YOUR CREDIT CARD DETAILS.

Confirmation number

[protected]

Vienna Residence Oct 15-18

paid 326 Euros, non-refundable (?)

could not enter the apartment, currently staying in a different place for one night. Have to check out 10am Oct 16. Please give me instructions by then, on what I should do. Can you make Vienna Residence open the door? Can you provide me an alternative accommodation for the remaining nights (Oct 16-18)? Or am I supposed to find a place myself and will you reimburse my extra expenses?

details:

-- Arrived at the location at 2pm, entered the building using the code provided by Vienna Residence

-- Located apartment 32, set the code, also provided by Vienna Residence, for the apartment entrance but it did not work, the door remained locked (some neighbors tried to help but we could not open the apartment)

-- called several times and sent text messages to +[protected] (around 3pm) and emailed several times Yulia Kuzman (phone number and email given by Vienna Residence) -- the calls went through, but the recipient hung up after a few minutes -- no reply to emails and text messages.

-- left after my phone battery died, found a place to sit down with my laptop and booked a room for one night (Oct 15-16) through Agoda for $101.88 at 7:40pm

After spending hours on the phone with a Booking.com agent and being told that they would do their best to resolve a terrible experience with the hotel in Hungary, I did was I was told and waited the 15 days for them to refund me the money for part of the reservation.

The owner of the hotel used vulgar profanity against me, telling me and my family to " f****** leave" and return to our " f****** country" because we asked him to simply check the air conditioning system that was advertized to see if he could get it working. Because we were trying to do the best we could without the A/C, the windows were open in our room and enormous bees flew in. In my family are allergies to bees, but the owner did not care at all. In addition to this, the breakfast barely qualified as a breakfast and the room was both devoid of the average hygiene products and still containing the personal hygiene products of previous customers. When I tried to begin the process of resolving the dispute through Booking.com, I received a personal message from the owner saying, "F*** your mother!"

No money back from Booking. It was all worthless promises as there has been no resolution to the problem, despite indicating in my replies to follow-up emails as such.

I have videos and HEIC formatted photos as evidence too.

I want refund.

I made a reservation three weeks ago through Priceline/Booking.com. According to the description on Priceline's website(as shown below), the room I booked should have 2 king beds. However, after checking the property's website(https://www.hilton.com/en/hotels/savpohw-homewood-suites-savannah-airport/), there is no such room type with 2 king beds provided by the hotel.

I kept reaching out to Booking.com's customer service several times in past two weeks, they said they've already contacted properties through emails and asked for waiving the penalty charge. But I called the property several times, they never received any emails from booking.com in regards to my cancelation request.

One of the associates from customer service team even lied to me and he said he has contacted the property and call the general manager of the property (yes GM!) and the GM confirmed the property do have room type with 2 king beds. I was speechless. Anyway, please investigate this. I think some of my calls might be recorded. Hopefully, the call I mentioned above has been recorded as well.

My confirmation number is [protected].

The property I booked is: Homewood Suites By Hilton Savannah Airport

Thanks!

I booked a night in a hotel for a special event on October 8th 2022. Money was taken from my account in May, but I never received a confirmation email.

I sent 22 emails and 5 customer complaints requests, trying to find out what had happened. No-one was able to solve the mystery or find my booking even though they found the payment and send me the confirmation I needed. I work in IT and know that this is not a huge ask.

On the night before the booking (7th October) Booking.com messaged and called me to say they had found the booking! They claim it was because the email address was incorrect, but they never had a 'bounce -back.' (curious). This did not explain why they could not link the payment (in the same name as the email) with my many messages.

However, because customer services only contacted me the night before the booking, we had made a contingency plan the day before and booked somewhere else - to ensure we could attend the celebrations.

It was now that Booking.com responded by being belligerent because we wanted to cancel our booking - putting the ownness on the hotel (even though Booking.com had our monies) and saying we needed to give 24 hours' notice... which we could not do because I did not have the confirmation email. They took no responsibility for the part their service agents played in the situation when none of them were able to sort out the issue and the time and emotional stress the situation put on us.

I will accept responsibility that an error was/could have been made in the email address but the inability to respond and provide any answers to my 22 emails is unacceptable. Then for the manager Karim be totally uninterested and show kindness or empathy was too much.

I have enclosed 3 snaps of the spreadsheet of the messages - My calls are in black - their responses are in RED. I can send all 44 messages if that helps. It will demonstrate that only one agent was willing to put some effort into the situation.