Booking.com

I have booked this apartment "MANY APARTMENT" 7 months ago for 12th -18th of January. On the 9th of January the transaction was made, they took my money and today they are canceling my apartment (11th of January), a day before travel day-TODAY! They had an excuse that there is a heating problem going on in the apartment from 2 days ago and they couldn't fix it. But 2 days ago they CONFIRMED THE PAYING WITH A MESSAGE VIA EMAIL! Please help me, I need the money as soon as possible because tomorrow is my travel day and I don't have were to sleep and no money.

Apparently Booking made a reservation without my knowledge and I never received any confirmation only a charge on my account for a no show. I've contacted both establishments trying to get my $ refunded only with negative results. I've done what ever was told trying to get my refund and now I have to go thru my Financial institution and have to cancel my card for fraud.

Due to the new variant Omicron our flight got cancelled due to the travel restrictions by the government of Canada. The host has been less than understanding of our situation of being unable to reach the country which means being unable to stay at the apartment we decided to rent. The cancellation fee is the price of the stay in full ($1200) which is absolutely ridiculous and they are unable to rebook for us for a later time where we would be able to get another flight ticket to get there.

We are kindly asking you during this difficult time to be more understanding and issue us some sort or refund or rebooking opportunity.

Confirmation number : [protected]
PIN : 8002

I am exceptionally disappointed in the manner in which my query was dealt with. The outcome reflects the poor process Booking.com has adopted to run its operations.

I spoke to Evo from Booking.com customer service regrading my query. He was the second customer service representative I spoke to on the matter over the phone.

What he revealed to me regarding the internal policy of dealing and responding to queries was truly shocking and unforgivable.

I asked to appeal the decision made by Booking.com, and wanted to understand more as to who was responsible in the decision making process.

I additionally asked for the matter to be raised as a complaint, and someone from management to look into this as I'm very unhappy about the outcome.

Evo confirmed, the decision taken for my case was done by the customer service representatives of his level using a guide book.

I stressed and clearly made the point, their lie the problem. Using rigid guidelines, or a 'rule book' as he called it would not do justice to my complaint. So I reiterated I would like my case be escalated for management to review.

Evo stressed, under No circumstance is he or any other Booking.com employee allowed to forward my query to anyone in management? They are forbidden to connect any calls from customers to management also, and the ‘rule book' is final!

I stressed the importance to engage management to resolve my case. Evo adamantly refused citing it is company policy to use the rule book and not contact management under any circumstance. He is under strict instructions not to progress any queries beyond his team.

After a long stressful conversation I asked Evo to provide 'customer complaints' contact details. He confirmed it's the same email address as the one I raised my initial query on - 'Customer.[protected]@booking.com'.

I said this is absurd as the very people I am complaining about will be dealing with my complaint. Evo confirmed, this is the only email address that exists to deal with every type of customer query and complaint except for accounting questions.

I am appalled how a multinational company can run its operations like this and get away with it.

I am seeking the initial 90 GBP that should rightfully applied to my rewards wallet or as cash. I am also seeking a further 500 GBP for the stress, inconvenience and time spent in dealing with this matter.

Below are the email exchanges and phone calls with Booking.com that describe the situation:
 First phone call made on 27 December 2021 to Booking.com - Spoke to Jane who assured me their should be a problem in applying the promotion given my circumstance, but would like to confirm internally first.
 First email sent on 27 December 2021 after speaking to Jane, a customer service representative over the phone.

"Hi Jane, I will be forwarding two emails.
As per our telephone conversation, pls see below email confirmation of my reward that was applied to the hotel reservation that was cancelled by the hotel due to flight delays.
I subsequently rebooked the hotel stay under the above confirmation number.
Please apply my reward of £90 accordingly.
Regards, Ash"

 Booking.com response to my first email.
"Dear Ashaf,
Thank you for choosing Booking.com. We would have loved to speak with you over the phone, but we were unable to reach you. We hope this email finds you well.
We are writing to you regarding your reservation [protected] at Jaz Aquamarine Resort, check-in date 2021-12-19, and check-out date 2021-12-24.
We acknowledged that your 90 GBP reward was for the reservation 2944.718.267 which was cancelled. In this case the reward was not eligible. We couldn't apply this reward because you didn't complete your stay.
Please feel free to contact us with any additional questions.
Kind regards,
--
Mayo Moriyama
Booking.com Customer Service Team"

 Second phone call made on 28 December 2021 to Booking.com - Spoke to Evo who explained the operational process at Booking.com.
 Second email sent after receiving the decision from Booking.com they will not be offering the promotion I am eligible for.

"Dear Customer service team,
I am exceptionally disappointed in the decision made below. I do not agree with it.
It clearly shows a lack of understanding of the situation I presented yesterday. I am surprises there is any hesitation in reinstating the offer.
It shows no flexibility should things outside of my control go wrong.
The decision made shows zero compassion regarding the situation my family faced. It also doesn't acknowledge I rebooked through Booking.com immediately when I found out the booking was cancelled by the hotel.
And I'm bitterly disappointed a reputable multinational company can treat a loyal customer, such as myself like this.
I would like to appeal the decision, and ask you to raise my complaint to senior management urgently for reconsideration.
I do not want to make this situation public, and write a negative review of the poor decision made given the circumstances.
I await your response.
Regards, Ash"

I have not yet received a response from Booking.com.

Kind Regards,

I have not received my reservation monies for over a month. Keep getting automated responses and no telephone assistance! None of my staff got paid salaries or bonuses this Christmas...just unacceptable! They say my account has a problem, yet I have always been paid in this account and have had the account for over 20 years!

Sick and tired of messages being sent and no interaction or assistance!

Reservation date: 16/17 of December, 2021
Booking number: [protected]
Family of four (two kids 3 and 7) from arrival started screaming and trampling around.
I have asked them to keep the noise down, as we are in a residential area and also having Guests staying with us. Their noise could be heard all over the house. The mother responded that the kids are just excited from the day trip to Lapland (a resort for kids). I responded, let's move on and hope all good from now on.
When they went down one of the kids removed a piece of décor and took it with them outside for the dinner. I didn't said anything because usually those pieces are returned.
They arrive back and until 0930 PM again the same drill, screaming like horror movie and all. The Guests staying with us were asking if the kids were beaten by the parents...I just excused myself for the trouble caused, but they were very polite and because of our top spot hospitality they just continued the stay and promised they will come back. Name and number available.
In the morning 0630 AM same drill again! I was glad to have them gone by 0850 AM.
Housekeeping at 1100 AM brought us a pillow that was partially damaged, cannot be fixed at all by the way, from their room. The piece of décor gone.
I have asked them via Whatsapp if this is normal to them and then they turned against me.
I have spoken to booking.com and they promissed to do everything they can to solve the situation. Telling them that I am guessing a bad review in response, they said I should not worry.
However, suddenly, today, the review came: 1
And they complain about us, being agressive!
Booking.com said they will not remove the review and I just can answer to it.
If you look at all our reviews we have a 9.4 score out of 275 reviews...this is not normal
I feel let completely down - what now?

Best Regards,

Marius Lucian Matei
Owner at Windsorian Experience

On Sept 8th 2021 we booked a cabin with Book.com or that is what Vacasa tells me and we booked a cabin that sleeps 10 people then later we get a confirmation from Vacasa of this rundown cabin that only sleeps 8 people with horrid reviews but we never got anything from book.com as far as confirmation but we did from Vacasa . I tried to cancel or reschedule another cabin with Vacasa and they didn't have anything that slept 10 people and they refused to let us cancell our reservation. I filed a dispute with the credit card company and Vacasa refused to let that go through as well. I just lost 1144.00 Vacasa walks away with a smile.
We did not stay at the cabin at all, we got a cabin from another rental firm and really enjoyed it. I can't see why a company like Vacasa and book.com still survive as several Vacasa workers told me on the phone that this happens all the time that people book through book.com but they don't get what they ordered.
My bottom line is if i am looking for something from here on out and book.com or Vacasa pops up i will run as fast as i can to get away from them. Rude misserable liers that just lead you around the bushes when you call them.

Hi I booked airport transfers for Tenerife.When we arrived we were messaged as soon as we landed, service was excellent.
When we were ready to depart again we were again contacted to say taxi would pick us up at 15:40.We waited from 15:25
until 15:50 no sign of taxi no text to say why it was late, then a taxi turned up and a lady got out and said airport in broken
English, so we jumped in and proceeded to airport, when we arrived we got out collected our luggage . Went to give tip and the lady
said 26euros please, I said it was prepaid, she did not understand. We then contacted the number and explained what had happened,
he said to send copy of receipt to them and they would refund us, this has not happened.So I am informing yourselves as you were the contact
agent.We would appreciate if you could contact the taxi firm and get a refund for us.

Yours Faithfully
Graham Doughty.
Phone [protected].

We have a ski trip booked for 19th December to 26 December 2021. Sadly my daughter broke her arm so we are trying to move the trip to February, same hotel same room but more expensive. So far I have called booking.com customer service 5 times over the course of 7 days and still my issues are not dealt with. They promise to call back or email but never do. I have to repeat the story over and over to a new person each time. I asked to speak to a supervisor 3 days ago and was told no I wasn't allowed. I had one customer service agent tell me she could no longer help because it was the end of her shift and she was going home! I understand that there have been difficulties getting the hotel to respond, but there must be a process for situations like this where the agents are not getting a response from the properties. All the while we are left not knowing if we have a holiday, the flights and lessons we need to move are all starting to be booked up and more expensive and we just don't know what else to do.

In my first 2min here I have been accused of being a liar and being told which room I must sleep in and being told what I did not pay for.

I am highly disappointed that booking.com facilitates such treatment and crookery. I know what l paid for and what was clearly described in BLACK AND WHITE on the website and my invoice and reservation clearly say what room i paid for. Now i'm in another room that I did not pay for and being told to wait a day while somebody else will check out tomorrow in the type of room I ordered so l can move in there . Can you please advise and tell me how i will be refunded or compensated for this day that i'm in a room i did not order. I expect feedback and a response OR i will take this up in other channels

On Nov. 27 I booked a hotel in Virginia Beach from 6/5/22-6/11/22. The room I booked said "NO PREPAYMENT - PAY AT THE HOTEL - CREDIT CARD WILL NOT BE CHARGED." Three days ago I checked my bank account and the hotel had charged $342.78, a full night's stay, and as a result of this money that was taken out of my account without my consent, my account was overdrawn and a hefty fee of $144 was charged to me on top of that! I've spent the past three days on the phone with booking.com, Hampton Inn Virginia Beach South, Hilton Corporate, my local bank and the corporate banking center. I always get the runaround and everyone passes the blame to someone else! I have tried to recoup the $144 overdraft fee from all of the above since this charge was unauthorized but everyone refuses to pay it. Hilton Corporate agreed with me that on the booking site ad it DOES NOT say one night's deposit will be charged however on their company sites it does so they proved booking.com didn't update their computers to reflect the important change and it is in fact their fault. The first day this happened I contacted booking.com and the rep kept saying, "don't worry - we'll take care of this and fix it and make it right" but I haven't heard anything from them since. All I want from booking is the $144 bank overdraft fee since I can then cancel my booking myself and get a full refund. Please have booking.com contact me ASAP! If they do not resolve this to my satisfaction soon I will never use their services again!

I booked room through at studio6 thru your site con#[protected] Charles Beauchamp [protected]@yahoo.com. I only had 1320 in bank after my vacation. I had checked out of studio6 on 11-26 took vacation then rebooked thru booking.com at cheaper price they refused to allow me to check in and said I had to cancel reservation and pay directly thru them. I called booking.com CSR and was assured I would be relocated at studio6's expense and then proceeded to be told whatever I wanted to here by 4 reps to keep passing the buck. one rep hung up and another faked like they couldnt here me anymore. the 1st two reps basically swore on there lives I would be reimbursed for difference in price 2nd one told me to rent a room tonight and call back when I find a place. 3rd rep told me that was wrong and sent me and email for place on airbnb where I would share bathroom in house with 4 other people said if I didnt like I could just reply no. I told him that wouldnt work and he hung up.

called back cause issue would be resolved if I could split my month reservation in half book room for 14 days get back to work and I would have money for 2nd half in 7-10 days 4th rep said that would work even suggested it when that was what I was saying whole time so I asked her to send me and email confirming she approved me to do that she said yes at 1st then I am pretty sure she talked to someone else and said oh u dont need that I said I wanted as prove then she could here me any more.

I arrived at studio6 at 230pm it is now 1240pm I have been looking for places and sitting in parking lost on hold all day and still no answer resolution for tomorrow

I booked accomodation in Bali through boking to com and unfortunately covid hit. I have not heard back from the accomodation i booked and booking.com have done nothing to help.

We had booked into the above hotel from the 18/11 to the 21/11 2021
Upon arrival we checked into the hotel and found to our astonishment that there was no restuarant only a snack bar, even though it states in the Booking.com information regarding the hotel that there was a restuarant
The snack bar provided, burger/chicken and chips or a baggette, that was about it
As we had been driving for several hours, we had no option but to have a meal in the snack bar because as I have already explained that there was no restuarant
The following day the 19/11 we spent the day exploring Granada, again the distance stated by Booking.co information was 3.1 miles from the city centre, maybe it is as the crow flies
Upon arrival back at the hotel we had resigned ourselves to something from the snack bar, to be told on returning to the hotel that there was no food at all as the Hotel snack bar closes, Friday to Sunday and because we were tired and there were no other resturants nearby, our evening meal was a bowl of crisps
On the 20/11 I went to reception, complained to the receptionist that we were leaving that morning as we had not eaten the previous evening because there was no snack bar open, when I asked why there was no information regarding eating facilities at the Hotel he explained that because of Covid the snack bar does not open .
I told him that I would pay for the 2 days we had stayed and I would not pay for the 3rd day, he accepted that the Hotel and acted in bad faith and I demanded compensation
I had 23 euros refunded to my account, however Booking.com will not let me have my money and I have to use it on another reservation with them
I phoned Booking.com from my mobile of the 19/11 informing them that we would be leaving the Hotel a day earlier and would they please cancel the other Hotel we had booked to stay in on the 21st after leaving Granada on the 20th instead of the 21st
The help I received from Booking.com was none, they contacted the other Hotel, I asked Booking.com that because there information regarding the Hotel was a total fabrication would they resolve my problems
Booking.com informed me that the 2nd hotel would debit my account regardless.
It cost 100 euros to stay in a hotel that Booking.com said was 4* that had no resturant and a snack bar that shut at weekends and I had to pay 51 euros because we had to leave Granada earlier than expected because of the false information
I would like all my money refunded from Booking.com which would mean, 100 euros for the hotel in Granada, the 51 euros from the hotel Rural Puerto Magina in Torres, the 23 euros that I received from the hotel in Granada and the 23 euros that I had tp pay on my mobile to phone Booking.com and the 80 euros that I used in petrol
I have spoken to Booking.com 4-5 times and have had no help in resolving my situation
Hopefully you can help us regarding this matter

I paid Booking.com for a 3 week stay at the Nirvana Hotel, Patong, Phuket in September 2021.

When I arrived at the hotel at 7:30pm it was closed. I telephoned the number on the reservation but no one answered.

Someone told me there was another Hotel Nirvana. I took a tuk tuk and for more than an hour we drove around looking for it. There was not another hotel with the same name. I paid the tuk tuk driver 500 baht.

I walked across Patong dragging my suitcase behind me. I returned to the Nirvana hoping it had opened. I checked around. It was apparent the hotel had been closed for months.

My night was ruined - bars and restaurants had to close by 9pm due to Covid Regulations.

Booking did refund my reservation money. They did not apologise for my loss, stress and ruined evening.

They promised to respond to my complaint but then chose to ignore me.

Regards

Michael Disney

There is an account under Wilshire West Suites on booking.com that uses a different address than where the actual hotel/room is located.

Our building does not offer hotel rooms. When we look up the listing on the printout the guest provides, the address is of our building where they are told to meet the agent (outside the building, the agent never comes inside) but the photos are for another apartment building just up the street, BeDTLA who also does not offer hotels/Airbnb accommodations.

We constantly gets guests upset that their booking is not in our building. There are now about 45-50 guests this year who have walked into our building demanding their room. We have had to call the police on one family who refused to leave our lobby and who used it as their own personal living room. We have others calling us scammers, wanting a refund when we are not the ones who list the booking. It has put our employees in danger because a few have almost been violent.

We contacted BeDTLA but they do not know who the person is who is listing their units for hotel accommodations.

The guests say there is a number to call when they are ready to check in. We call the number but that person may now recognize our building number coming up so they never answer us. I believe the people running Wilshire West Suites have rented units with the actual building BeDTLA and are running an illegal hotel business, but use our address to meet with their guests. We would like a representative of booking.com to reach out to us and remove this posting or account.

We tried contacting customer service but you need an actual booking number to even talk to someone. Since we do not have one, we tried emailing. We would then get a weird generic response that we need a reservation number in order for someone to answer us, we will reply back with our problem again but get the same response so they have been no help at all.

I am extremely annoyed with the serivce I have received from customer servicee ie none and the fact that the only number available to call is [protected].
Since we made the booking from Dublin, Ireland to Columbia, South Carolina, we have been trying to change the return date.

We have made hundreds of calls to change the date prior to flying to Columbia, and during my visit . (I ended up cutting my visit short)

Customer service kept saying they could not see the prices at this time, so could not change the flights at this time., they told me to be patient.

They told me to contact airline directly and check prices with them! I told them that the airline considered me a customer of Booking.com and the agent needed to call the airline.

After many more calls, an agent once again told me to call the Airline. I did call th Airline directly and the airline told me that (as on the site) that the agent had to contact them. Yes there were flights, but the process is for the agent to contact them, they make changes every day and all the travel sites know they must contact them directly.

On calling booking.com again, and explaining what the airline, eventually someone said they would email customer support and I would hear within in 24 hours from them. They said they still could not see flight prices to make changes.

I waited and heard nothing, not an email or a call and was running out of time. I rang again and was told to be patient. I asked them to call customer support or to give me their phone number, the number of their manager or the phone number of head office - which they said they did not have!

Despite making calls, not one person called me back to follow up...absolutely dreadful service. Each time I called, someone else answered - there was no continuity of service or ownership. They said they could see that we called.

I once gain asked to speak to a manager or someone in a postion that had the access or aurthority to follow through on changing booking. I was told they could not give me a phone number or transfer me.

What is the point in having customer service when they can not help the customers. At one stage, of the the agents seemed to be talking to someone else, and had children in the background, another agent hung up.

One lady was the exception, we got cut off and she actually emailed re same - that iwas hugely appreicated and I feel that she followed through - even though her answer was that they could not see the prices.

While I appreicate some employees do not have access to complete certain tasks, I don't accept that they can not go get the answers from there manager, or direct the customers to someone who can help.

I had to pack my case, just in case I did not hear back from Booking. com. I called again and again, and was told be patient, an email had gone to customer support. I asked agent to send another email to customer support email to customer support and to say it was urgent.

Depsite all the calls made by both myself and my partner - we heard nothing back - not one call or email.

It was 11.-12 Sunday night and I had not received one call from customer service or customer support.

At 4.30am I had to head to the airport. - Cutting my trip back by one week.

I am very very annoyed, no one called back despite the reassurance that I would hear back within 24 hours.

I have still heard nothing at all via email or phone.

Note - there had been mistakes made on orignal booking also which was another issue - and was told they had to listen to phone recordings to solve this - but once again - no one called us back.

PLEASE ADDRESS THIS ISSUE IMMEDIATELY - My holiday was cut short by a week (hence lost leave days) and we spend hours contacting booking com.

First time using booking.com and not a very good experience, due to customer service not taking ownership and following through on what is needed to help the customer, telling the customer to do what is their job. If they dont have the answer, they need to contact their manager to solve the issues there and then.

Canceled my reservations 5 minutes after I made because I had the wrong place. Call the hotels to cancel and they said the manager was not in. Think was on Saturday and he never came back until Tuesday. Called Booking.com to as that is what the hotel said to do. Over the next 3 days we contracted Booking.com 8 times and were informed that they had sent 2 emails to the hotel and never got a response. Then Booking.com told us because they never got back to them until Wednesday, the manager from the hotel said that we were a no show and they held the room for us and would not give any money back. So we are out $387.00.

Dear Sirs,
I am still waiting for the refund of my canceled booking in Nice, France.

Place:
Paradis Nice Furnished flat
Nice, France
CONFIRMATION NUMBER: [protected].
Check-in Friday, June 25, 2021 3:00 PM - 9:00 PM
Check-out Monday, July 5, 2021 until 11:00 AM

The cancellation was made way before the date limit (Jun 19 at 11:59 PM Nice time).I've been waiting for the money since June 2021.

Hi Guest,

Please accept my apologize for any inconveniences due to your issue with your rental car.

Please send your complaint to cars.booking.com or call us at [protected] to escalate your complaint to the correct department. We only handle reservation and will be unable to assist with your rental car.

Please contact us for any additional questions.
------------------------------------------------------------------------
Replying to:
From: [protected]@yahoo.com
To:
Created: [protected]:09:31
Subject: Fw: We need more information
------------------------------------------------------------------------
--- Forwarded Message -----
From: Lois Rackmill
To: Booking. com Customer Service
Sent: Wednesday, November 10, 2021, 02:26:18 PM EST
Subject: Re: We need more information
I have attached the vehicle information that was finally located on line
with the confirmation number. I spoke with a supervisor at the rental
company, who confirms that there was a confirmation for me ...(?),
there was NO information regarding this original rental found for me
however at the Memphis Airport location on 10/06/2021.
The email address I used: [protected]@yahoo.com
My/the PIN I used would have been : 2179
My pass word I use: L ...
Ms. Rackmill
[protected]@yahoo.com
[protected]
On Wednesday, November 10, 2021, 02:23:27 PM EST, Lois Rackmill
wrote:
I have attached the vehicle information that was finally located on line
with the confirmation number. I spoke with a supervisor at the rental
company, who confirms that there was a confirmation for me ...(?),
there was NO information regarding this original rental found for me
however at the Memphis Airport location on 10/06/2021.
The email address I used: [protected]@yahoo.com
My/the PIN I used would have been : 2179
My pass word I use: L ...

Completed

Your car rental booking

Your booking is in the past.

[1]Access your voucher

Booking number:

[protected]

Chevrolet Spark or similar

Oct 6

Oct 9

$150.03

Completed

--------------------------------------------------------------------------

What you need at pick-up

This is vital: If you don't have everything you need, the counter staff
will not be able to give you the car.

Don't get caught out:

[2]View 'What you need at pick-up'

--------------------------------------------------------------------------

Pick-up and drop-off

1.

Wed, Oct 6

·

10:00 AM

Memphis International Airport

[3]View pick-up instructions

3 days

2.

Sat, Oct 9

·

10:00 AM

Memphis International Airport

[4]View drop-off instructions

--------------------------------------------------------------------------

Driver details

Main driver

Lois Rackmill

[protected]@yahoo.com

Flight number

walkin

--------------------------------------------------------------------------

Terms and Conditions
On Wednesday, November 10, 2021, 12:39:10 PM EST, Booking. com Customer
Service wrote:
Hi there,

We need a bit more information to help you faster and better. Please reply
to this email with the following details:

• Confirmation number:
• PIN number:
• Email address used to make the reservation:

We hope to hear from you again very soon.

--
Terri M.
Booking.com Customer Service Team

Click the following link for the Customer Service phone number in your
country

http://www.booking.com/general.html?tmpl=docs/customer_service;trprm=cucalnk
------------------------------------------------------------------------
Replying to:
From: Ian Naylor
To: [5]internal.executive.[protected]@booking.com
Created: [protected]:28
Subject: Fwd: [External] Fw: Beyond Frustrated!
------------------------------------------------------------------------
Hi Guys, Please can you help Lois with her complaint? Many thanks, Ian
Naylor Head of Opex
[1]Booking.com Making it easier for everyone to experience the
world.

---------- Forwarded message --------- From: Lois Rackmill
Date: Tue, Nov 9, 2021 at 5:28 PM
Subject: [External] Fw: Beyond Frustrated! To:
[3][7]ian.[protected]@booking.com

AND STILL NO REPLY FROM ANYONE! ----- Forwarded Message ----- From:
Lois Rackmill To:
[6][10]ian.[protected]@booking.com ;
[8][12]cynthia.[protected]@booking.com
Sent:
Thursday, November 4, 2021, 05:49:49 PM EDT Subject: Beyond
Frustrated! Booking.com Executives:
11/05/2021 and still no reply! I purchased an economy flight to
Memphis Tennessee on/for October 6-10, 2021. I also prepaid for
a rental car for October 6-10, 2021 through Booking.com. I was
very happy at the cost of 150.03 for the 4 day car rental. When
I arrived at/to the Memphis Tenn. airport and attempted to pick
up my vehicle from Dollar Car rental, however, they had NO
EVIDENCE OR INFORMATION ABOUT MY RENTAL. I assumed I went to
the wrong rental company so I proceeded to go to the next auto
rental companies (AVIS, BUDGET, ENTERPRISE, HERTZ...) at the
airport to locate my rental vehicle (through Booking.com). I
remained at that airport for HOURS calling my bank (NFCU) to
confirm where my payment of 150.03 went to. My bank provided me
with a "confirmation number" of payment and a telephone
number
to Booking.com. After several "hang up" and
"lost" calls to
your agency, I was informed that I had a car rental reservation
for the United Kingdom (?), It took me hours to try and find
another car rental company, at the airport, who could locate a
car for me. I was, very, very upset as there was a "big
football game and another big event going on in the city of
Memphis". I was told that there were NO RENTAL CARS AVAILABLE
for me in such short notice and with it being a "very busy
week". Five hours later, I was finally able to get a rental
vehicle for a small car at $543.00. I was both shocked and
upset that I was paying an addition
543.00 for a new/another rental, in addition to the original cost of
150.03 (deducted and already cleared from my bank/NFCU). This
additional and unexpected cost has cost me several hundreds of
dollars in return check fees. As of 11/02/2021, your agency and
the original rental company (have been able to locate the
reservation number along with my information). The Booking.com
agent stated that "their computer systems may have been down
and/or not working on the day I arrived to the Memphis
airport".
That is very unfortunate, however, I should not have had to pay
an additional and unexpected cost of 543.00 for a rental vehicle
that was already "made through a 3rd party/Booking.com". I
am a
teacher, who does not make a lot of money, and I don't have
hundreds of dollars to burn in return check fees...for an error
made by your company. I am also embarrassed by different people
and companies calling to inform me my payments have been
returned. My bank is charging me with return check fees along
with the receiver charging me for return check fees. Your
representatives continue to tell me that I "should file a claim
to have my original cost returned to me". This/that solution
does
not address all of the fees incurred to me. I feel like I'm in a
Twightlight episode and I am trapped in a cycle that is spinning
out of control!. Teachers don't make that kind of money to
"give"
away. Beyond Frustrated! Ms. Rackmill [protected]
[10][14][protected]@yahoo.com