Booking.com

My family had a reservation for a bed and breakfast and unfortunately we had to cancel our trip due to a sudden back problem which made it almost impossible for my husband to walk. The bed and breakfast would only allow cancellations within 30 days. We were 29 days out when we tried to cancel. Our reservation was via Booking.com. We reached out to them, explaining our situation and they were able to get us a full refund within 30 minutes! We were amazed! Will definitely continue to use their services.

During our trip to Egypt. I booked two nights with my wife and children from January 13th to January 15th, 2022, in Alexandria, Egypt. @ ***. Then we could not stay in the apartment for more than an hour and left the place immediately to another hotel and the place is not related to the Four Seasons standard at all or even a sole star hotel and it was dangerous to stay there especially during the COVID pandemic. I contacted Booking.com and they refused to refund or provide any assistance. The issues were as shown below:1- The master bathroom is not working and is locked. 2- A very foul smell emanating from the apartment, because of problems with the sewers and the lack of cleanliness in the place. 3- The dining chairs are bad and damaged. 4- The glass window of the middle room is not tight and freezing air leaks from the balcony, which makes it impossible to sleep in the room. 4- Sheets and covers were not washed from the previous person, and there was a hair over the pillows. 5- The bed linen is not clean. 6- The main air conditioning in the entrance is not working. 7- Painting the walls under finishing, sound like they tried to fix the wall but not finished 8- the bathroom doors, do not close and are damaged. 9- The bathroom is not clean and smells bad. 11- The lighting is bad and there are many bulbs that do not work 10- We did not use the kitchen or the beds. Not a pleasant experience for us and we do not want to repeat it and do not recommend it to anyone in the future

I used bdc many times. It was always difficult to get cs on the phone. I was genius 3 level. It means nothing to them. They confirmed a stay for me but the hotel was fully booked. It took 8 international calls to get someone. One cs rep wouldn't allow me to speak with a supervisor. I was told they would reimburse me for the mistake. I booked another place .what a hassle that was as I was already on my trip. Then bdc offered me 20.00. I told them to keep it and I deleted me account. Way too many problems with this company. The ceo is American. He should run his company with guests in mind. It's a travel company.

We travelled to Madrid for holiday and made a reservation at Hostal El Pilar for four nights. The accommodation was prepaid and the terms non-changeable and non-refundable.

However, departing from Cape Town in South Africa, our airline experienced technical problems and cancelled our flight for that day. We immediately advised the accommodation and they reverted, confirming to hold the reservation until 17 September 2023, referring us to the terms and conditions, which we were well aware of. Upon arriving at the accommodation the following day 17:00, we were advised that at 12:00 that day we were classified as a no-show and that the reservation had been cancelled. I.e. 24hours.

Firstly, in an industry where flight cancellations and delays are quite common, one would expect Booking.com and their partners to have accommodating policies in place for such events. Therefore, I was quite surprised that Booking.com subscribes to the policy of the partner that, despite delays/cancellations beyond the travellers' experiences supports the policy of not extending the no-show period for valid reasons. What makes it even more surprising that all this communication was via the Booking.com app. Hence, they have full insight into how the events unfolded.

Secondly, subsequently reading the reviews of the accommodation in more depth, it soon became evident that this was a common occurrence at the Hostal. Both partners happy, double revenue in respect of accommodation and booking fees, whilst the traveller's circumstances are completely ignored.

Their argument that the airline is at fault does not sit with me either. The airline did accommodate us in a hotel and they did fly us out of Cape Town as early as possible the following day, re-routing us via Lisbon to get us to Madrid as soon as possible. Despite all, we were in Madrid at the Hostal 29 hours later.

You be the judge who is at fault. In my opinion, Booking.com, as I have made my reservation on their platform.

I recently made several booking through Booking.com, having supported them for a while now and having obtained a loyalty status that allegedly allows for discounted rates. I recently booked a trip to Turkey and used Booking.com for accommodation and airport transfers. There was a mixup on my airport transfer, because of a system design issue and I was charged for the service, but couldn't use it and it cost be almost 4 times the fee to rectify the issue at the last minute. Customer care was terrible and unhelpful. I had trouble booking the hotel as well and had to book it twice, with one booking being cancelled. It didn't seem like too much of a problem at the time, because when I successfully rebooked, I managed to get a slightly better price. They refunded me the wrong payment and kept payment for the more expensive booking that they cancelled. I had booked another trip through them in December and had made partial payments against a free cancellation booking and decided to cancel everything, because of these issues and it's almost a month after the fact and I have still not been refunded. Zero assistance through the platform and you end up wasting so much time trying to get these issues sorted out.

I have spoken three different times to your customer service and was told each time that I would have a total refund on my reservation confirmation number 2199.008.036 which was supposed to be for red carpet inn, norwalk, ct. 06851 telephone [protected]. I immediately cancelled after checking in because there was black mold on the shower. All three times your customer support spoke to the owner and I was assured that I would get the total rufund and not just half. The owner has lied. I will never use bookings.com again unless you can resolve this issue. This was on april 13, 2023

Customer service by Booking.com is NON service. They repeatedly refused to process the refund from Motel 6 that I already had the receipt for. Even providing that and an additional copy of same from Motel 6 corporate offices wasn't good enough. They claimed 'REPEATED"attempts to contact the property. Turned out to be 3 attempts. 2 hours on the phone, demanding to speak to a manager finally got her to call the property. Suddenly, a verbal confirmation from the front desk person was"enough" proof. Then she put me on terminal hold for over 2 hours!

What do you think I should do to resolve this situation?
In the last few months my ff and I have been planning a ski trip. A couple of months ago, a few of her friends decided to
Join us, and so our budget changed. Excited, we decided to go to Avariaz, a village in France.
We found a hotel called L'Amara, owned by Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), offering apartments of difference sizes of 2,3 and 4 bedroom.
Looking for the best price, we found the same 3 room apartment on booking.com (http://booking.com/), and booked it, no before booking our flights to Geneva, all excited for the holiday.
That's where the good part ends.
It wasn't a couple of hours later when I found that the 3 room apartment, is in fact not exactly a 3 room apartment. It was a 2 bedroom apartment, with a living room. Horrified, but not to worried, assuming booking.com (http://booking.com/) is a large and responsible
Company, I called them and asked what to do. I was wrong. Booking.com, initially admitted that the description was wrong,
But jumped on the opportunity to try charging me a cancellation fee, but also said that they would contact the hotel, because it's ultimately "the hotel's fault", and see what can be done. "You don't need to cancel it, we'll sort it out", they said. "We'll contact you back tomorrow".
And I believed them. Nobody called the next day.
I called again, and asked about what happened, but nobody knew, and so I had to tell them my story again. Erdem, the agent, said he would contact the hotel right away and ask them to provide us with the actual 3 room apartment, but a few minutes
Later, he said there were no 3 bedroom apartment available, but that the hotel would "help" when one becomes available.
Since I didn't know what "help" actually meant, I asked for clarification. Erdem, then promised to investigate this and call me back the next day.
Erdem never called. And so this time I had to call again, and go through the story in the third time. Francisco this time,
Went through the same conversation with me. A 3 bedroom apartment wasn't available, so he would get the hotel to provide us
"Don't worry, we will fix it". He stated.
Francisco, again, never called, and I was seriously running out of options. 5 days have passed, and nothing has been resolved, either way, except a lot of money taken out of my account.
I called again, asking to speak to Francisco, but nobody seems to have found him. Telling the story again wasn't something I wanted to do, but I tried, again, only to be rudely spoken by another adviser claiming none of this have ever happened.
Feeling I had no choice, I contacted booking.Com's PR office and complained. An email came through stating they are sure this would be solved.
I wondered what the law had to say about it, and obviously booking.com (http://booking.com/) as any other company or even a travel agency, must take full responsibility for its words and advertisements, so what David said was just a "small lie" in his mission to wear me out. I didn't agree with David, and after an intense conversation, David, finally agreed to investigate the option of providing us with another room and call the next day, regardless or progress, just to ensure I don't have to call again and explain things, one more time.
David, did not call until 6:00pm and I was getting worried. I called booking.com (http://booking.com/), and spoke to another agent, who explained that there was a chance David was actually coming late. I then actually apologized and asked the agent not to message him.
If David was going to actually call, I wanted it to be genuine and not make him feel I was judging him based on his friends. The agent promised not to message him.
Less than 60 seconds later, David calls, pretty angry. Angry? Yes. He was annoyed that I called asking for him, when he was "going to call", and I found myself defending myself explaining why I called, instead of actually looking for a solution to the mess they created.
David, never called again, but Blunt, another agent, did. Ba lint's English wasn't very good, which was acceptable. His customer service skills were even worse, what was unacceptable. I picked up the phone and the first thing he said was "Hello, it's Blunt, you asked to speak to me, what did you want". I wasn't sure who I spoke to and asked for clarification. Blunt continued: "Hello, it's Blunt from booking.com (http://booking.com/), you asked to speak to me, what did you want?".
I don't remember ever asking to speak to him, but I assumed David asked him to call even though he never mentioned that and said he would speak to his managers. Blunt, even though he stated David asked him to call me, denied any of what's already been agreed upon. Not only that, Blunt continued and claimed that none of the information I was given was misleading, even though so far, the agents I spoke to, agreed, even though all of them promised to call and didn't. Is that not misinformation?
Blunt went further and accused me of lying. At that point, I felt so disrespected, I refused to speak to him further.
I then contacted the BBB, and complained. The next day, Maria, a soft spoken agent contacted me. Maria stated that she understood how the way the hotel was described was misleading and explained she would solve the issue, and myself, very frustrated, after hours on the phone and every day stress, wanted to believe.
Within a few minutes, Maria claimed she had a solution, by moving us to another hotel in the same category into a real 3 bedroom hotel. I was so excited! That didn't last for long. It turned out Maria didn't bother checking where the hotel was. 150 miles from the original resort, we already had purchased ski passes for. I genuinely thought she wanted to help. My red lights hadn't turn on yet, and they should have. This would have been yet another example of how booking.com (http://booking.com/) agents provide customers with the wrong information, but yet Maria was shocked and found it hard to understand. "But it says Avoriaz" she said. I think she was using booking.com (http://booking.com/)'s website - where the top results are the actual place, but as you scroll down, additional hotels are available.
Moving on, Maria promised to investigate further once again the option of either getting us a 3 bedroom apartment or an additional room in the original hotel.
It didn't take a few hours, and Blunt, the previous rude guy, emailed me stating nothing would be done for me and that since he noticed I spoke to Maria, he is also emailing on behalf of her. And yet booking.com (http://booking.com/)still claimed to be consistent and responsible, not to mention, sensitive.
I called Maria the next day. Maria explained that there was an internal battle between her and Blunt on who owns this case. Great. Now, not only that my holiday is ruined, not only I have already spent hours on the phone. Not only I was very stressed, now there is another obstacle, and at this point I was wondering whether this was real, or maybe another shady attempt to get rid of me, like David's. And I have given them my credit card details!
Maria and I spoke almost every day since then for about a week, every day, the same stressful conversation, every day, me chasing her up, every day, promises, the next morning, claiming promises were never made. At one point, Maria even claimed she never stated that the information was misleading. Talk about trusting these people.
After a while, Maria claimed she had another solution of putting us in two rooms at different hotel in a lower category, for the same price. Each apartment, she claimed, would have 2 bedrooms. I wanted to see the hotel, and Maria gave me the details: Electra, Avoriaz. Happy (almost) I went looking for the hotel. The description actually said 1 bedroom, one alcove. Not sure what an alcove actually meant, I looked it up. It turns out that an alcove, is actually a corner with a bed, and not a room. Frustration was not a word I that could describe how I felt. Why am I surprised though, it's not like any of these people have bothered up until not to make sure information they provide is correct. I called Maria, who still argued that an alcove meant a room.
At that point I contacted the Office of Fair Trade. I was told that:
A. David was lying. booking.com (http://booking.com/) is fully responsible for what's advertised on their website.
B. Booking.com is also responsible for their statements, regardless of whether it was advertised on the website or given by phone.
C. Because of the loss of time and bargain, which means they just wasted a lot of time and as a result I have no alternatives, they need to provide me with an alternative I would be satisfied with.
I then informed Maria, who in a shady move, immediately offed a very small compensation for this. This again wouldn't solve our biggest issue - where to sleep, and whether we're going to have privacy, which we have paid for, and a lot.
I then emailed Maria informing her what I thought, and cc'ed it to the CEO, who infarct, had been receiving my emails, but choosing not to respond. Too busy for customers or maybe just hiding under the table until the storm is gone.
I also contacted Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), hoping they would have different standards of business conducts. I was wrong, again. Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) charges paying customers to call customer service. So If you paid and something went wrong and it wasn't your fault, you still have to pay them about 0.5 gbp a minute, almost a dollar a minute, for the honor of speaking to a guy, who is rude. Rude? Yes. I called and first asked if I could have the regular number. "We don't have a any". That wasn't right. Every premium number has an regular number behind it. An honest honest would have been "I am not allowed to give it to you". At least. I then explained that this was a long story and that I had already paid for the room. Mr agent didn't care. "You don't have to talk to us then" he said, and hung up. I take it Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) does not offer customer care training.
Meanwhile, someone else took over my case. Viktor, Viktor claimed he would sort it out and speak to the hotel. Meanwhile, I had no choice by paying this premium line in a desperate attempt to have someone to sleep. Here's what I found.
Tim, the Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) agent, agreed that the information was incorrect and promised to resolve this and call me directly. Tim, however, never did, and when I tried calling again, I was treated like a second class citizen.
"You paid through booking.com (http://booking.com/), so we don't care. Go talk to them". Funny enough they have no problem taking my money, even for this call. I am paying you, even just to speak to you, and so why wouldn't you make an effort to resolve this? The truth is, they don't care. Maybe if I spoke French?
The story continues on, to misinformation between booking.com (http://booking.com/) and Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en). Booking.com claims they have spoken to the hotel and the hotel claims none of this ever happened. A few more agents hang up on me. But the result?
Failure. Nothing, has been resolved. Yesterday Victor gave me an ultimatum on either taking his alternative or lose everything. What was the alternative? Take the 2 rooms in the other hotel in the lower category for the same price with the additional small compensation. I got to the point where I wasn't even thinking straight because of the stress. I agreed, and it turned out this was another misinformation. The compensation was actually to pay for the different between the price of the hotels (the lower category one actually cost more) and I had to commit to almost 3,000 gbp (having both reservations booked) before anything is done. Currently, I don't know what the the situation.
Over 15 hours on the phone (logged) A giant phone bill, rooms more expensive than the original adversed but not as good, not to mention the stress that has physically affected me, and how unexcited I am for this holiday that turned into a nightmare. This is the experience I am getting in return for over 2,000 USD of my money.
Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), even though they received a lot of my emails, never bothered doing anything and today told me they did not care, again because I booked the hotel through someone else. When you buy something in the supermarket and it goes wrong, does the manufacturer not take at least a little bit of responsibility?
You're happy enough to take my money, but when it comes to fix the mess you have created, you are running away from responsibility in the worse possible why. I am not happy. I was moved to a hotel I am not happy with, even though there are rooms available in the original hotel. I am paying, more. You offered a very small compensation that actually pays for the difference for the more expensive not as nice hotel. I've spent hours and hours on the phone and I actually have no choice at this point. Nothing else is available, of course, unless I want to pay a lot more money. You've been inconsistent and dishonest throughout the process. You agreed that the description was wrong, but avoided responsibility. Mistakes can happen, but they're an opportunity to make things better, You don't seem to make things better, at all/
This nightmare does not end there. I called Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) to book my ski passes. The agent said it would be no problem and that I could book the ski pass any time I wanted up to 24 hour prior to my arrival date.
When I called the next time, all I could hear was "I'm so sorry you can't do that" by a guy who couldn't be more stereotypical French - and hung up the phone when I asked for an explanation on how can a business be so inconsistent and insensitive. Never again. And holiday hasn't even started. Never, never again. Why would anyone book a holiday with a company that cannot even respect it's own words?
UPDATE: Since they cancelled the old booking and issued a new and more expensive one, I was told they would refund the old one and then charge me for the new one. None of that has been done yet, and over the past 2 weeks I have called and emailed 6 times to ask how and when this would be done. No one has responded to my emails and I was promised someone would call and let me know.
Nothing has been done. I spoke for over an hour with a an agent today who found out they actually had the information but that they forgot to let me know, leaving me in the dark, again. When I said this was unacceptable, She promised to escalate it to a manager, not before, agreeing that I won't have to tell my story again. I was on the phone holding for an additional 10 minutes, when someone else picks up the phone, completely oblivious to what happened, asking me to tell my story again, and of course, "did not know who put me through to her", and just to make things really nice, asked me to wait until the original colleague calls me again. Yes, that one who hasn't been responded for over 2 weeks.
So, what would you do?

Good day,

Actually, this is not a good day, since the time of 08.00 h I have been trying to get two cancellations done,

and I am totally frustrated with the LACK OF SERVICE, being blocked by the SO - CALLED Client service department!

Recently I booked into two hotels via my account Booking.com is Spain, see the details above please.

I never got the usual official confirmation, wanting to cancel and no possibility AND THEREFORE NO PIN/CODE BOOKING RESERVATION SUPPLIED_ I contacted the hotels, yes Booking.com had sent

On the reservation(s). THEY declined me cancelling my booking directly with them.

After long searching through useless information, not supplying any real contacts, I finally got as far as a so - called client service desk(s).

You could ack all those working there, as your methods are they act like artificial intelligence machines, repeatedly I sent them the Info (see attached here)

No result no confirmation including the chance for a client to do the same themselves, and repeatedly, like a stuck copy machine they just re requested the same details, of which I can only reply as you see in the attached, above (I hope you will read it fully) Repeatedly I sent the next acting useless reply all of this, at NO AVAIL!

Then I asked the relevant hotels to supply me with the booking codes/pins etc. they had relevant to my reservation to supply “you” with.

THIS has also not functioned.

ALL I WANT IS A CANCELLATION; DONE BY BOOKING:COM, as they are those who apparently have the power to do such.

You can see the various methods of contacts to the reserved hotels in the attachment, over which I get no reaction or confirmation or ANYTHING, useful from the Svc.- Desk!.

It must be, much simpler for the clients to cancel something, If I was to be sent the (otherwise usual) Confirmation of booking (S), normally

One has the pin/ reservation codes included and a link for cancellation(s) I have got NOTHING (AGH)

So in that case one can have / use the included Link to make a cancellation. Even that is not being supplied to me BUT THE BOOKINGS HAVE BEEN MADE TO THE HOTELS

I promise you, If this is not delt with simply and confirmed to me immediately that all has been deleted, I will NEVER use Booking.com again and tell others to avoid “you”! Who wants to have such hastle over a booking for a vacation. NOONE.

I request without any other “Bla Bla” on the part of Booking.com, that BOTH HOTEL RESERVATIONS are CANCELLED and that this IS CONFIRMED TO ME PROMPTLY!

To this Mail : [protected]@hotmail.com

Please do me a favor, and if YOU are not exactly the one to deal with this, send it on, on my behalf, and inform me to whom and Mail-Address, of whoever. PLEASE

I want a useful reaction NOW Please and promptly.

Bairbre Antoinette Krueger

+34-[protected]

Sent 11.03.2024 14.23h.

Information:

Hostal o pensión

8 Plaza de Cervantes, 28801 Alcalá de Henares, España

23-26.06.2024

Hotel Contact: Tel: [protected]

Mail: [protected]@hotel-cervantes.com

La Posada de Rosa

Carretera CM-1003, km 21.10, 19248 Hita, Spain

26.06.24-29.06.24

Hotel Reservations Direct Ph. No.

[protected]

MAIL AND OTHER INFORMATION OF HOTELPOSADO!

Teléfono

[protected]

Email

[protected]@hotmail. es

Dirección

Ctra. de Soria s/n

19248 HITA – Guadalajara

I did not get a Confirmation with a Code and or PIN for either booking, but a Mail stating the choice of each hotel made!

1) The Posata Hotel told me they have got the booking from you, But I could not cancel the booking directly with them!

2) There is no place to crry out the cancellation as no confirmation with pin/code was sent to me!

3) Please delete Both. And inform the hotels respectively.

4) The E-Mail by the bookings was: [protected]@gmail.com

5) I am Bairbre Antoinette Krueger (Genius 2 Level)

6) My Account Mail was [protected]@gmail.com changed today to [protected]@hotmail.com

My Address is:

C/ dels Arbocers

Gata Residencial/ (Urb)/Puerto37/M4

03740 Gata de Gorgos

Prov. Alicante

Spain

Tel: +34-[protected]

aktuelle Mail contact [protected]@hotmail.com

If necessary I should be able to send you the type of Mail re my bookings that I received, so please request them if needed.

Otherwise please delete all bookings as stated.

Thank You

Bairbre Antoinette Krueger

I booked a hotel room through Booking.com back on 21 November 2023

The booking was for 1 room, 2 adults, on June 11th to 12th 2024 (1 night) so my wife and I could stay in Cardiff for the pink concert. Cost £82.

This booking was pre-paid more than six months in advance, non-refundable and Confirmed in 21.NOV.2023 by email from Booking.com stating "Your booking in Cardiff is confirmed. " and the progress indicator showing PAID(✓)/AWAITING(✓)/CONFIRMED(✓)

Today, 8th March 2024, they sent an email (from [protected]@booking.com) stating "Attention! Your booking was declined at easyHotel Cardiff" with the progress indicator changed to show PAID(✓)/AWAITING(✓)/CONFIRMED(X)

Now I check on line, there is no similar room/hotel to book for that night under £300

The hotel I had booked (easyHotel Cardif) is still selling rooms on line, for the date I had booked.

They are in breach of contract, clearly, and have 'declined' my booking after taking payment 3 months ago and issuing a Confirmed status. It seems obvious the hotel rejected my £82 pre-paid booking so they can sell the same room for 3 to 4 times the amount (currently online as available for £270 that night).

I have made a complaint via the Booking.com App with no response yet.

Booking Confirmation [protected]

Please, if someone can give sound advice on my options to stop this cheating, please let me know.

I went to the London City View Hotel and there was no staff at the front desk. I made many phone calls and no one responded.

This meant that I didn't stay at this hotel at all, so I applied for a refund on the platform.

I also spent a lot of time looking for a new hotel, but by then the other hotels were full and I sat at the train station until 5am, leaving London and returning to the city I live in, Leeds, which was very distressing.

Afterwards, I tried to contact Booking and the hotel to request a refund, the hotel said they hadn't received the money and I had to go and contact Booking, but I couldn't get hold of Booking's customer service at all!

Both sides are passing the buck to each other. Neither side will come out to solve the problem.

I am writing this letter for a refund of my recent trip to Mexico through your agency. I addressed this briefly while down in Mexico at this so-called resort,.

I claim both discrimination and disregard for an acknowledged, diagnosed disability. Plus seriously unacceptable accommodation as listed below. Further, a switch in my booking confirmed hotel and the actual.

The reasons for this request are outlined below with the accompanying photo’s.

#1. When I booked this Vacation in November through you I booked Hotel Villa Vallarta. It is a 4 star hotel and it represented the standards I am used to. (Photograph attached of COMFIRMED BOOKING AT HOTEL VILLA VALLARTA.

#2. Somehow after the fact the name suddenly changed, which I brought up with your staff; left unanswered. I was confused and decided that this was a name of one of the many on-site buildings of the property.

#3. During the period from November forward I received multiple requests from the Hotel to pay, although your site clearly stated “book and pay” at the hotel. I got in touch with your agency multiple times due to my concerns and was told to ignore all correspondence from the hotel and that I just go and pay when there. You may review the records and I as well have copies. (Photo Included)

#4. Arrived at hotel via Taxi and was told I did NOT have a reservation and that it had been cancelled, I asked by WHOM as I had no part in this. Ultimately it seems that the hotel had cancelled this. I was left in alarm, extreme anguish as you can imagine and complete and utter disbelief. Imagine going to a foreign country after repeated assurance from Booking.com that all is well and to just show up, to find yourself refused. It took a significant amount of time and many “proofs” of conversation (Screenshots) that I should ignore messages and pay when there.

#5. On top of this shock, my special request for this booking was a ground floor due to my disability.

Note, I have had this request for decades of travel due to my condition and know well that all rooms on the ground level are less desirable and less outfitted than rooms on higher floors.

NOTE: I was ultimately given a TOP floor. It was a terrible health crisis for me to not just endure this but the work I had to do to make it livable was extreme.. The entire time I woke with a massive headache; major body inflammation, sore and painful joints, and extreme visual impairment. As it stood, I had to wear instead of my bedclothes my special blocking clothes that I travel with : a long drivers coat and a fully shielding head cap! This was what I had to wear when in my room on the 7th floor!

#6. When finally I was given a room at what they said was the same rate (NOT) I asked to be put on the ground floor and went and looked at two rooms one right over the reception area (which I noted in my request to be away from that area due to heavier wifi signals so ended up on the opposite side divided by the elevator shaft.

1.

#7. On top of this shock, AGAIN my special request for this booking was a ground floor due to my disability.

Note, I have had this request for decades of travel due to my condition and know well that all rooms on the ground level are less desirable and less outfitted and ultimately priced lower than rooms on higher floors.

#8. The Room I was given smelled like sewer and remained as such throughout the whole stay. I had to plug the holes in the sink, the floor vent and another ceiling vent due to the overwhelming smell of feces. It was disgusting. The towel rod was hanging off the wall on one side, and there was constant driiling and hammering right under my window as construction crews were restoring the pool below! I could not even keep the window opened. This is/was 100% unacceptable.

#9. I ran into another Canadian couple who too experienced this same misery and were moved to the opposite tower in which, after I expect, through your intervention after my initial contact, expressed I should be moved to this other room. There was no information on this from the hotel except I had a generic form placed under my door after the first night all in Spanish (which I could not read). I called the front desk to identify what it was and was told it was probably a mistake given to guests the morning before check-out.

Due to my disability (electrohypersenitivity - diagnosed and on disability for this; the tower across the street had a giant cellular mast clotted with microcells and relay towers right beside it.! (PHOTO) This is a nightmare for my health. As it stood, I had to wear instead of my bedclothes; special blocking clothes that I travelled down with : a long drivers coat and a shielding hat! This was what I had to wear when in my room on the 7th floor!

#10. The Canadian couple also told me that I was entitled to a restaurant event on the beach for stays over X amount of days. I went down to the Front Desk to enquire about this and was told by “Alvira” (supervisor) :No. Simply…. No. That’s it. Also I was only given a Hotel Sheet, identifying the various restaurants and location only when I Ask specifically for a outline of the hotels amenities. Again, a great omission.

On my 2nd last day, and only through meeting a Mexican lawyer who intervened on my behalf was I able to get this elusive “coupon” for a special dinner on the beach (which for my health and wellbeing was paramount as this was on the GROUND floor so to speak and was not alarming for my body.

In conclusion, the beach was the only place I felt the inflammatory response and headache go away, however:

#11. Every second or more guest had their own sound systems wireless stereo’s blaring their own Spanish favourite music out, as well the Hotel outdoor bar, had their pop music playing. I could not even stay on their beach chairs due to the cacophony of divergent noise from all directions. It was absolutely stressful. This was supposedly not allowed however, there were no enforcers and it was up to me to ask people to turn down their music!?! This is not what one would call a Vacation on any level; and for the above reasons of discriminatory and extreme neglect I am applying for a full refund of this stay.

Sincerely

Cheryl Schuh

CONFIRMATION NUMBER. [protected]

5648

I have been trying to change two of my bookings dates, part of the problem is the calendar on the site is not the customary Sunday to Saturday layout. I have tried to change two bookings dates and the pink bar says contact property. I emailed the property and they said booking.com has to change it. Booking.com has gotten too big and is no longer functional. I am a Genius Level 3 on their site and it is no longer something I can rely on.

I am highly upset about the fact that I cannot get through to Booking.com through there telephone number nor their email and I get the same response to emails which seems to be a generic email asking for information about the booking I need help with. Every time I dial the number it goes through and AI automated voice asking for the confirmation number and pin number of which when I type it in it just repeats the same thing over and over and does not put me through to anyone to speak too. When I send an email, I have no joy with that either I need to change dates for my booking as the dates are wrong and I can't even do that on the site or through the app I need customer service to help of which they are non-existent. I am now needing to spend an extra £80 to book directly with the hotel of which I will lose my £80 from my previous booking as there is no refund options. I am absolutely disgusted and cannot believe the level of service from such a large organisation.

I have been trying to contact booking.com and it is just impossible.

I have been trying to make a booking for Accommodation in Izmir Turkey - Facinating Sea Views & it allows me to fill in details & then when I get to filling in bank details it wont give me any selection for my card - visa & then I can go no further with my booking. So I dont have a confirmation no yet so cant phone on booking.coms no. & they say the email is no longer in use.

How do I get to speak to someone about this problem. Please help as I would like to book this accommodation.

Thanking you

We booked flights from Perth (AUS) to Kuala Lumper, with Air Asia through Booking.com. When we arrived at the airport for our scheduled flight we found that the flight did not exist! We had to book alternative flights with another airline to make our connecting flight. Booking.com have refused to refund our money saying that we need to make a request to Air Asia, we did this but Air Asia have said that as we purchased the tickets through Booking.com (a third party) we need to get the money back from them. We have send multiple requests to Booking.com complete with screenshots from Air Asia saying they cannot process a refund as we booked through a third party. Booking.com keep saying the same thing to us and will not refund us. This has been going on since the 16th December 2023.

110 east arbor rd Eden North Carolina. Econo Lodge. I booked through booking I am a member came here to visit family in the area. I have never stayed in such a round room in my life. It is totally disgusting. My bed spread on both beds have holes in them and the blankets I wouldn’t even let my dogs lay on EVER! The holes are huge pictures enclosed dingy towels filthy shower the hotel cares less. I made the issue to staff they don’t care. I paid in cash no refund too bad. Booking shouldn’t honor this fleabag which is exactly what it is not charge 118.00 a night loree graley customer 2/9-11/[protected]

I had made a reservation at the YOTEL in Argyll Street in Glasgow for Friday 2nd & Saturday 3rd February. I did not take the cancellation fee as there was ABSOLUTELY NO WAY that we were not going to be requiring the accommodation. Unfortunately as the occupants for this accommodation were travelling from one of the Scottish Island the airplane did not make the journey so therefore they were unable to come to the mainland . I did send a message on that afternoon about this but I did not receive a reply...

I am aware that I did not take the cancellation fee but I do feel that under the circumstances that there could have been some "goodwill".

I would be very reticent to go through booking .com again [which I have used a lot over the years] due to this disappointing incident.

The booking number was [protected] at a cost of £206.55.

I would be very much appreciate a reply.

Best Regards. Mrs Walsh

My name is Bhavika Katariya and I am a student in JLU Giessen, Germany. I have booked a Vistara air ticket from Frankfurt to Mumbai round trip 40-[protected] (14 Dec 2023- 03 Jan 2024) via booking.com. Airline cancelled my ticket on 10th Dec because of their technical issue and a refund was processed to the booking.com team on 12th Dec 2023. Travel agency has not transferred my money for more than 45 days. I have a refund receipt from vistara which shows the airline processed the refund to booking.com team but they are denying it.

I need my full refund as promised by Vistara. I have already talked with the airline and they provided me with refund receipts which show they processed my refund to the booking team but the booking team is not refunding my money back.

I have already emailed booking.com team several times but they are lying and not responding properly. This is really very frustrating and depressing for me to struggle so much for my own money.

I kindly wish for your cooperation in this matter.

Contacted customer services to say we had been charged for a pet we don't have and would they refund. Told we had to send proof of payment which is not due for 4 days. Really unhelpful, very difficult to understand and felt like they really didn't care or try and help.

I would expect better from a companies customer services and an completely unhappy with having to provide invoices when its booking.com job and surely they already have that, absolutely ridiculous.

I had such a horrible experience with booking.com this past vacation that I would def not be booking with them ever again!

We drove 16 hours to our destination with 3 kids just to get there and find out that booking OVERBOOKED us.

I tried calling and they said I should start the process of relocating. So I did. This was around 8:30 pm….at MIDNIGHT I had nothing! No one would do anything, all the representatives from out of USA, WOULD DO NOTHING! Jjust tell me to wait for the email with a list of properties for me to choose from. Its been 7 days I did not get that email!

By midnight I was driving around looking for hotels ON MY OWN because of a booking.com mistake! I finally found one but it ended up costing double what I had pay to booking.com

This ruined out first day, our kids were miserable after a long day driving, our budget the trip was ruined and booking.com DON’T EVEN CARE! They will never see my money again…..

Really disappointing experience that requires a senior bookings.Com to take charge of liwith a confirmed booking ~ checked at the time of the following event with booking.Com ~ the manager spoke to booking.Com and told her that they [hyatt] had cancelled the reservation - unilaterally. Before that, the manager, charlie rubalcava treated the situation as what was arguably the worst customer service experience i've had in 40 years of high end travel. The incredible rudeness was topped off when i asked for a piece of paper to jot down some notes, he told me that they "didn't have" any. I took a card key cover from the desk and he responded by calling security who proceeded to throw me out of the hotel around midnight. I managed to explain the situation to security and they allowed me to stay in a common area to try find an alternative. The booking.Com agent was very attentive and helpful, could not find an alternative hotel in the area of lax [los angeles airport], said she'd keep on trying and would call me back. That didn't happen i was also assured by her that this was a serious violation on hyatt's part and that she would escalate to a senior bookings.Com person to take charge of the matter and revert to me. That never happened i have sent at least three messages to bookings.Com over the past week to follow up that resulted in no response at all very disappointing? worse than that!? disliked · with a confirmed booking ~ checked at the time of the following event with booking.Com ~ the manager spoke to booking.Com and told her that they [hyatt] had cancelled the reservation - unilaterally. Before that, the manager, charlie rubalcava treated the situation as what was arguably the worst customer service experience i've had in 40 years of high end travel. The incredible rudeness was topped off when i asked for a piece of paper to jot down some notes, he told me that they "didn't have" any. I took a card key cover from the desk and he responded by calling security who proceeded to throw me out of the hotel around midnight. I managed to explain the situation to security and they allowed me to stay in a common area to try find an alternative. The booking.Com agent was very attentive and helpful, could not find an alternative hotel in the area of lax [los angeles airport], said she'd keep on trying and would call me back. That didn't happen i was also assured by her that this was a serious violation on hyatt's part and that she would escalate to a senior bookings.Com person to take charge of the matter and revert to me. That never happened i have sent at least three messages to bookings.Com over the past week to follow up that resulted in no response at all very disappointing? worse than that!?

I have tried to register to booking.com as a property owner. I saw the mock ad at first but I was not done fixing my advertisement. Then on another date, when I tried to log in again to complete the creation of my profile, I could not log in. The username and passwords were not working. I tried several times to contact them but they only have the automated customer service. One time I was able to contact via phone (take note, I spent money on overseas call), they would not reset my account because I could not give them the PIN which they said they are sending to my registered account. I cannot remember my registered account because I have a number of email addresses.

All that time, some tenants were already looking at the property. Booking.com is sending me these notifications but when I click them to respond to the customer, I cannot log in. I do not have control even to accept or decline the purchase. Now, a customer went to my property saying she is supposed to stay at my property because she already paid booking.com. I told her I did not get paid. I cannot even log in to my account. I wanted to cancel my registration but booking.com does not provide a way to opt out. I have posted a picture of the advertisement and the guest message to me which I cannot reply to.

I never received any information from Booking.com or Royalton Splash Riviera Cancun about their 14-day cancellation policy. If I had received correspondence about their 14-day cancellation policy from Booking.com or from Royalton Splash Riviera Cancun, I would have cancelled before the deadline; or in my case, I would have requested that the trip be postponed due to reasons beyond my control. There is no way that I would cancel and forfeit $1,178.10. I am disputing the denied claim for the following reasons:

1. Booking.com never sent any information to me concerning the cancellation fee. It was sent to Bank of America after I requested that Bank of America reverse the charges from Booking.com. Furthermore, the dates listed on the correspondence that they sent to Bank of America are incomplete. The requests did not begin on 7/18/2023. I had begun calling them since 6/28/2023.

2. I also went on the hotel’s website to gather information about their cancellation policy before I cancelled the reservation, and no information was available.

3. The information from Booking.com says to go to the hotel’s website, but the hotel does not list its cancellation policy.

4. The only information I received from the hotel after booking with Booking.com was more advertisements about additional events and services available upon my arrival.

5. When I called the hotel’s customer service number, no one answered the phone.

6. I had to cancel my reservation due to a passport backlog in the United States. I even contacted my state representative to get my passports to me on time. I received the passports after the trip would have taken place.

7. I contacted Booking.com on several occasions and was never told that I was ineligible for a refund from the hotel. On the contrary, they told me that they were calling the hotel in Mexico for me and could not speak to a live person. That occurred each time I called Booking.com.

8. When Booking.com was able to speak to a live person, (they never included me in on the call) they advised me that the representative in Mexico said that they would be happy to issue a refund to me, but that the request must be made in writing from Booking.com.

9. I asked the representative from Booking.com to send me proof that they sent the information to Royalton and was told that it was confidential information. I asked for them to forward the information to me. I was told that they would, but I never received it.

10. I called on several occasions and was told that they were waiting for a representative in Mexico to issue the refund. Booking.com told me that they could not do anything about issuing a refund until they heard back from Royalton Splash.

11. Each time I called Booking.com, they put me on hold and said they would call the hotel in Mexico. After about a two-to-five-minute hold, I was told that no one answered the phone.

12. As a result of the issues with Booking.com and Royalton Splash, I requested the charges be reversed from Bank of America.

13. After I was given a credit from Bank of America and it was later denied, because Booking.com responded, I called the hotel in Mexico after purchasing a long-distance plan through my mobile company and was told by a representative in Mexico that they would be happy to issue the refund and that Booking.com should stop telling customers to contact them about refunds because the refunds were issued through Booking.com.

14. I then called Booking.com and joined them in on the call with a representative from the Mexico hotel, but another representative answered and said the other person that I spoke with was not available.

15. That same day, Booking.com asked me to send the correspondence that I received from them to an email address: [protected]-fhyp.dmda.azkt.[protected]@property.coming.com so that they could investigate the issue, the email was returned to me undeliverable.

16. The dates that I contacted Booking.com were as follows:

a. 6/15/2023—I received a message that Booking.com would be charging my card the following day for my reservation at Royalton Splash.

b. 6/16/2023—Made payment (When I click on the link to get information about the hotel, it goes to Booking.com’s website.) Absolutely no information about the hotel’s cancellation policy is available.

c. 6/26/2023—I received a message from Royalton Splash with a confirmation number and my reservation details offering more services and advising of available amenities.

d. 6/28/2023—I cancelled my reservation due to my passports not arriving in time (although they were applied for in April of 2023 and expedited). I received an email from Booking.com letting me know that my reservation was cancelled and that I did not need to take any further action and that I would receive my refund in 7-12 days. I waited 12 days when I did not receive the refund and saw at the bottom of the email, it stated that the cancellation cost was US $1,178.10. This is when I began to call Booking.com almost daily.

e. 7/14/23 Krishaine S said that she was waiting from someone in Mexico to issue my refund.

f. 7/16/23 I received an automatic reply asking for my experience with customer service.

g. 7/18/23 Regie S said that he had sent the written request to Mexico and was waiting for them to issue the refund because it was never done. I was also told to email Booking.com and advise of my issue if I did not receive the refund.

h. 8/1/2023 I requested to speak to a manager at Booking.com. The “manager” was only able to show outrage at the amount of money that was at stake and could not help with the situation, stating that I need to understand that it was up to Mexico to issue the refund. This was unacceptable because he could not get in touch with someone at the hotel to advise why I was being told conflicting information from both Booking.com and what they claimed the representative at Royalton Splash had advised them.

i. 8/7/2023 I emailed [protected]-fhyp.dmda.azkt.[protected]@property.coming.com explaining that I requested a refund on 6/28/2023 due to passport issue. I advised that I could not get a hold of anyone at Royalton Splash and that the phone number that booking provided for the hotel is not a working number. I did not get a reply to this email.

j. 9/14/2023 I purchased an international plan to call Mexico and was given false information as stated in item #14. That same day, I told Booking.com (Crezielle Ann G.) that I did not receive anything from them in writing advising of the 14-day cancellation policy. Booking.com advised that I email them the information that they sent to me with my confirmation number. I sent it to them and did not hear back from them.

k. 9/14/2023 the email was returned to me undeliverable.

Throughout this entire process with Booking.com and Royalton Splash, there has been a language barrier. The representatives at Booking.com do no seem to fully understand their refund policies and they are trained to tell the customer that they will call the hotel, place the customer on hold for several minutes and then advise that they cannot get a hold of anyone at the hotel. Again, I was never advised in writing or verbally that there was a 14-day cancellation policy. I was only advised of this when Booking.com responded to Bank of America. This has created a great deal of stress for me. In addition, my son suffered a medical emergency on September 8th and that is the reason I have not continued to pursue Booking.com nor was I able to re-open the dispute with Bank of America since September until now, December 9, 2023.

Booking.com’s practices are unfair. They should clearly advise customers of their policies and they should train their customer service representatives in their policies. They should not advise customers to click on their link to be joined to the hotel’s cancellation policy if the hotel’s website does not provide the information. The whole point of using Booking.com is that they are the ones who communicate with the hotels. Furthermore, Booking.com only responded to my issue when Bank of America became involved in the claim. They never reached out to me concerning my issue. It is very convenient that they found the hotel’s cancellation policy when Bank of America became involved, but never advised me of the policy. Their story changed.

Again, had I been advised of the cancellation policy, I would have either cancelled in the appropriate amount of time or postponed the trip; I would not have forfeited my refund of $1,178.10. In addition, a cancellation fee of the entire hotel stay is an unfair practice, especially if the cancellation is due to unpreventable circumstances.

While booking for an attraction from Booking.com app on an iPad, the page refreshed back to the cart without giving a confirmation that the booking was done. This made me do the booking twice and both the times I did not get the confirmation page from the app.

However, the next day I realised that my money was deducted twice from my account and two tickets for the same attraction was provided to me.

I cancelled one of the bookings made and called Booking.com to provide the refund. They said the supplier won't issue a refund hence they cannot give me a refund. I contacted the supplier, and they told me they are willing to give a refund to booking.com if they approached them but they cannot give me the refund directly. I tried to explain this to booking.com but they were not willing to listen. I asked them to transfer me to their manager and they still refused.

They were very rude and unsupportive of my case, and they were not willing to even listen to my plea.

My attraction costs me USD 68.69 (AUD110/-) and since it's not a small amount, I request you to please intervene in my case and get me my refund.

Cancelled Ticket Confirmation Number: BK103056465250738

Booked on Mon 13th November 2023

Note: Ticket was cancelled within 24 hours after the booking was made.