Booking.com
Reviews and Complaints

I recently had an extraordinary experience with Booking.com's Transport Department, all thanks to a wonderful individual named Isah. Facing unexpected delays with my flight, I found myself in a bit of a predicament regarding my taxi booking. It was during this stressful time that Isah stepped in, not just as a representative, but as a beacon of support and understanding.

From the moment I reached out, Isah was there to calm my nerves, reassuring me that I was in safe hands. He went above and beyond to accommodate my situation, ensuring that my taxi booking was rescheduled seamlessly amidst the chaos of travel hiccups. His empathy, professionalism, and unwavering dedication to helping me navigate through these difficulties were nothing short of remarkable.

Isah's exceptional service and the assurance that "he will do whatever he can to help" truly set a new standard for customer care. It's rare to encounter someone so committed to the well-being and satisfaction of customers. This experience not only alleviated my stress but also reinforced my trust in Booking.com's services.

To Isah and the entire Transport Department at Booking.com: thank you for turning a potentially disruptive travel setback into a testament to outstanding customer service. Your efforts are sincerely appreciated, and I look forward to relying on your services in my future travels. Isah, you are a true asset to your team, and your dedication deserves the highest praise.

Booked a room and 10 hrs later tried to cancel
1st problem automated system had no choice for customer to cancel so picked 1st option got no where with operator 2ed choice again not the right choice but she did transfer us to the right department, where I was told right away to calm down, I was a bit excited to get the right department after being on hold for almost 45 min altogether and was talking fast because I was cut off once already, so I slowed my talk then I was told to stop talking and listen to her! That's when I had enough I asked to speak to a supervisor, I was never transferred, I told her she needs to listen to my request to cancel, she informed me that I can and would have to pay a hundred dollar penalty when the room only cost $106 I asked again to speak to a supervisor she then told me she would speak to the supervisor and get back to me this went back-and-forth for quite a while the total phone time was two hours and 10 minutes in the end the hotel manager agreed to cancel our reservation because it was less than 24 hours but booking.com had no intentions of cancelling it and if it wasn't for me to keep pushing for a supervisor or the manager of the hotel we booked through we would've been stuck with that reservation so disappointed with the customer service in the way the people speak to customers and keep in mind we went through three different operators all of them had bad attitudes I'm going to file a complaint with them, it's a good thing all calls are recorded I'll just show the bad customer service I would never use them again I don't care how cheap they are I'll pay an extra $25 and go with a reputable company

We have used booking.com to book accommodation for our 6 week trip to USA and Canada. We have found one hotel in Newark that makes untrue statements and as this was the first we booked for our trip we did foolishly book the cheapest option which has cost us ?112 to cancel both bookings! I was hopeful that if I contacted booking.com and told them how undisclosed extra charges learnt from an email to this hotel had forced us to cancel that they would help not wanting this type of hotel on their site? But after reading many posts on this site about the very poor customer service you have all received I do wonder if I too should cancel all bookings with booking.com and book personally myself? So if a booking.com customer service rep wants to reply and satisfactory deal with my concerns please do! As at present I am far than happy with booking.com!

I always speak as I find. So my advice to all the people that post complaining on this Booking.Com site is when contacted and requested to supply your booking numbers? Do it if you haven't done so yet? I did using the email address supplied? One day later I received an email reply from Booking.Com customer service telling me they had contacted the hotel direct and due to my concerns and circumstances the hotel have decided there would not be any cancellation fees made for cancelling my booking. So as far as I am concerned Booking.Com do care about their guests booking rooms with them and will step in to assist if you need them?
So we are now happy to leave all our booked accommodation in their capable hands for our road trip as I now know they will be there if I do need them all I have to do is ask!

Customer service is nice and short wait, however they are not too bright. My hotel reservation was never sent to hotel and i almost was not able to get a room. I called booking.com customer service and the agent was able to get me in a room. Few hours after i checked into room i got notification that I cancelled my room and would be refunded. I checked bank account and i was refunded. This is a mistake because I am in a room agent promised to pay them. Now who knows whats gonna happen. I contacted booking.com customer service again and after being on hold I got disconnected.

First off, I didnt get notice that my reservation - made at booking.com - was actually Priceline.com. I went onto Booking.com to view my upcoming trip in May and was unable to locate it. It was quite an adventure to locate it and I began feeling very uncomfortable about the situation. So much to the point that I decided to cancel. I notified the representative, who asked why I wanted to cancel. EXCUSE ME? Why do I have to get permission from him to cancel a reservation six months out? Then, as he was looking at whether I can cancel, I informed my partner that I feel like this is a scam. The representative immediately asked why Im calling it a scam. I was on the call/chat for over an hour and had to call back because my $410 refund was confirmed (with email) for only $228. NEVER AGAIN!

Its very unfortunate that I have to write this review on Booking.com.Ive used the website multiple times to book places to stay for vacations, however, this is my last time using them. I booked a hotel for a 4-day Memphis vacation. I decided to cancel the two rooms I booked because I found another hotel that had a better deal/location. I canceled well within the free cancellation period. I thought everything was good to go. NOPE! Once the check-in date came first I was charged for both rooms, was refunded, then charged for one of the rooms. I went back and forth between calling and emailing both the hotel and Booking.com. NO ONE WANTED TO TAKE RESPONSIBILITY! Booking.com lied after their little investigation and said the hotel never charged me. Then they said that the amount charged was just a hold.The transaction was pending and then cleared! How it that a hold? Anyway I ended up resolving it with the hotels help (THEY ended up calling booking.com to get it sorted out). I guess Booking.com cares more about keeping their business with the hotels than their own customers. Booking.com really needs to work on their communication between their website and the hotel. I did exactly what was instructed in order to avoid getting charged, but ended up getting charged anyway due to poor communication and service from Booking.com. *** learned! What an unnecessary headache and frustration after a great vacation. I will not be using them again. For others, call the hotel to make sure Booking.com did what they were supposed to! Cause they sure wont.

Booking has gone downhill. I've used the service for years but this latest experience has ended that. I booked "Dream Luxury" in downtown *** for the Memorial Day weekend. It turns out, the apartment is in a building that does not allow AirBnB type rentals. We literally had to sneak in. Here are the instructions we received (as we were driving to ***):Please Do not mention AIRBNB to anyone in the building do to a private property , because im under corporate lease if they find out there will be a $199 fee for your background check because the required me to do that , and you will be responsible for it .Please be aware this is not a Hotel its a Resident living , any confusion that you have please contact me directly xxxxxxxxxxx do not go to the leasing office . My policies is very strictly . If something happen due to a guest going to the leasing office for instructions , you will not have any refund !Check in instructions ***if you have any questions please come directly to me***Parking is not free. Due to Downtown location there is slim to no free parking. Drive to ***. Parking Garage, Guest parking is from floor1-7 Please park in the 6th floor near the elevator, and you will see a big gate open , in the left side before the gate you will see fire extinguisher box, open it you will find the the key fob inside, if there is no gate open to enter please take the elevator you see in the garage to 1st floor down, make a the left and right to the leasing office, scan it to the door to open, entered take the elevator is on the left down to 5th floor . Make a right and walk down until you see unit is 507. The door key under the floor mat in front of the door .Please do not answer any questions for anyone in the apartment *** Leave your luggage in the car , and pick up after check in***Please contact me directly @ xxxxxxxxxxx if you have any question or concerns. Booking still allows this listing.

The staff interactions were pleasant. We did not stay here because the rooms were overbooked. We used booking.com to reserve one room as we were driving , as coming into town. We arrived (WE WERE THERE IN PERSON) and the staff though apologetic and nice reported they did not have a room for us. She reported she had to cancel the reservation. Key word I heard was HAD. TURNS OUT THEY DID NOT INFORM BOOKING.COM. We did not call booking.com about this, but right away through booking.com reserved at a different hotel in ***. *** did not charge us for the room BUT BOOKING.COM did. Concerns and WHAT TO DO IS BELOW:Weary traveler if a hotel is reserved through a middleman/agent like booking.com and especially if the hotel overbooked and THEY cancel your reservation do this:1. ask why room not available 2. get name of person at hotel you are communicating with 3. CALL BOOKING AGENT (middleman) RIGHT THEN AND THERE AND PLACE STAFF ON PHONE. INFORM (in this case booking.com) booking agent you are there and room not available so this reservation needs cancelled. Make sure they know you are there, not a no show, and hotel had to cancel not you.4. Get the booking.com agent name.5. Then go immediately to the site (in my case a downloaded app for booking.com) AND send a message to customer service , with all details of what transpired. This is so names and interactions and times are in Writing. 6. The next morning check the site (in this case booking.com) make sure this reservation shows it WAS CANCELLED. If not reflected cancelled ie reservation still open THEN CALL, call customer service right away, CONTACT THEM BEFORE THE CHECK OUT TIME WOULD HAVE BEEN.Then hopefully you will not be charged by 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!

Good afternoon,
My name is Janet Frudd, [protected]@live.co.uk, 6 The Grove, Bilsborrow,
Preston PR3 0SA
I am reluctantly filing this complaint as I believe I have exhausted every other possible route to get this matter sorted. Below is copy of email sent to your customer services:
Janet Frudd. [protected]@live.co.uk. 6 The Grove Bilsborrow Preston PR3 0SA

Dear sir, madam

I have messaged you several times about this matter. I have tried for almost two hours to try and contact you again by message but have repeatedly had the message"booking id invalid" even though the confirmation number has been copied directly from my account. I have tried the confirmation number for each of the hotels concerned, but still receive the same message. When I have gone into message error help the message I receive is not listed and there is no error number on it.

I originally had a booking made through you with the Sky Residence Hotel Vancouver, confirmation number:4338.111.246 pin no:3159
I was requested to cancel the booking, which I did through you following their instructions. You can access their message through my account but I have attached it to this email anyway, it is the last message received that is relevant.
I then booked replacement Hotel, through you and messaged you to explain that it was the cheapest comparable location to the original booking that I was able to find.
I was advised by your customer services to email you with the invoice from the hotel I stayed in and send this to you.

I have also attached that.
I request that you deal with this matter as soon as possible, it has caused me a lot of distress and difficulty, and because of the extra money that I had to find has impacted severely on my holiday.
The confirmation and pin for the Hotel I stayed in,
The Palmer Hotel, confirmation no: [protected]
pin no:5195.
I cannot attach the file from The Sky Residence Club as it is a web page, you can access the message from my account, it is the last one they sent me, but I have copied the message below

Dear Guest,

We are terribly sorry but we had water damage at the property today and can no longer accommodate you. Multiple units are affected that will require repair. We have notified bookings today and asked them to assist us on this matter.

We have offered to cover the cost in the event the new reservation you are going to book is higher than the original reservation. In order to speed things up as there will be a delay in us responding back to you.

Please follow the following steps.

When you are looking at cancelation options, there is a last button that says “request cancellation fee to be waived “Please click on this so that we can initiate the refund.

The non refundable policy will be waived by us since we can not accommodate you. Please note that once it is canceled/status changes to canceled only then is the refund initiated back to the credit card you have paid with. Allow 5-7 business days for the return of the funds.

Please confirm with us that the payment has been received so that we can make a note on your file. We do not have the option to cancel only you or bookings.com can request the cancellation and we will certainly waive the policy.

We want to address if you do not hear from the website you have booked with which could be bookings.com/Agoda/Priceline, you have the option to contact them directly and advise them of the situation.

Please note you are required to speak to the relocation team of the website you have booked with and they will have to "approve" the new accommodation with you in order for the cost difference to be covered. We do not approve the price difference rather the website will invoice us back for payment. If you decide to book through another website such as airbnb/vrbo/expedia the price difference will not be covered.

However you have the option to independently choose another website if you feel there are better options. In case you have difficulties with the cancellation, be aware that we have already notified bookings.com and the status change will take place in the next 24 hours.

However if you require an immediate cancellation you have to contact them directly. Their contact information can be found under your reservation or the help center. We are extremely sorry for this event that has now caused anxiety/stress on you but this accident can not be normalized before your check in time. We understand that prices may be higher due to the last minute booking and therefore we ask you to please act as soon as possible to find the best possible option. We hope in spite of this, you will be able to find suitable accommodation and enjoy your stay in our beautiful city.

Kind regards,

Sky Team

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I am appalled at the difficulty I am having with this, and the failure of booking.com to ensure that people can get their problems solved efficiently and quickly.
I have been a customer of yours for years but this whole episode has almost completely destroyed my confidence in you
Regards
Janet
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On May 4th, 2024 I made a reservation, through Booking.com, for a room at Motel 6, 1111 E Sheldon St, Prescott AZ 86301, for May 6th, 7th & 8th 2024. I arrived at Motel 6 on Monday afternoon of May 6th. I was the only customer there & the clerk spent 20 minutes trying to confirm my reservation & was unable to do so. He handed me my paperwork back & said I would have to contact Booking.com for a refund. When I returned home from my trip, after having to find another place to stay, I contacted Booking.com & explained my issue and asked for a refund. They told me I would have to contact Motel 6 to get a reference number. Now I have a reference number & can't get through to Booking.com.

Booking.com Confirmation Number 4850.913.704

Pin Number 0852

Motel 6 reference number GRXKCV25

We went to St Margarets Loch Apartments on 25th May to stay for 2 nights, for my son to run the marathon on 26th May. En route we were delayed by accidents and phoned customer services to try and make arrangements to pick up key as keyholder was not available after 7 pm and we were going to arrive at 9pm. Was on phone whilst on road for over an hour - agent didnt understand anything (very poor english). Eventually we phoned proprietor direct and made arrangements with him (he had been told we were waiting outside and he wouldnt give us keys which was untrue!)

On Monday 27th May as we were leaving I got an email saying booking had been cancelled by Booking.com and that a refund would be issued., The landlord got same email and promptly took another £259 from my account to cover himself as he wasnt at fault.

No refund came from B.Com and when I phoned to complain was told they dont handle the finance (so why tell me a refund is coming from B.Com?). When I said my account was now overdrawn I was offered £21 as compensation! For all that stress and hassle! I still am overdrawn - no sign of any money to come back - no word from B.Com

I booked a 10 day stay through this company's website for $1073.79 including taxes and fees. At checkout, the hotel charged me $1274.12. When I asked for an explanation, was told, "oh Booking.com always cheat their customers using lies and false pricing just to get you to book thru them. I contacted Booking.com by email because I was unable to reach by phone after 10 attempts. Booking.com gave me many excuses, intentionally delayed resolving the matter after I sent all requested documents. It is very frustrating because the customer service agents have thick accents and there's also language barriers which induce more frustration and annoyance. To date 6/1/2024, Booking .com has not made the situation right, due to their repeated scams of bait and switch and not resolving the matter at the earliest possible moment. I requested a full and complete refund for the entire stay. Booking.com has ignored that request. I am taking all legal actions against this BOGUS FOREIGN business. I want a full refund in the amount of $1274.12 for my time.

Booking.com booking reference; [protected] Pin; 1560

Cannes Apartment booking dates; 30th April 2024-9th May 2024.

The Owners of this apartment have used photos of the Mondrain Hotel and give the impression that these Hotel pictures g Garden area- lit pathway and front of Hotel are linked to their apartment. This is a TOTAL case of deception to entice NON REFUNDABLE BOOKINGS for their apartment. The Eider apartment is about 10 yds from the above hotel. The Use of the Hotels address in Cannes is incorrect. There was a previous comment made on the Booking.com about this deception which apparently Booking.com have ignored.

We had to endure 6 days of work at different apartments from 8am until 5pm. The workmen were using drills into the wall- even on a Sunday morning. My Wife and I are near 70 yrs of age -had to leave the apartment each day and not return until after 5pm due to the incessant wall drilling and tracking.We have request a £350 rfund as our holiday stay has been ruined by the above deception and problems with our apartment stay. To date Booking.com have not made any comment.

We booked guest house on 04/05/24 until 05/05/24 and when we reached their we were told it is cancelled.we travelled to celebrate our marriage anniversary in london about 40 miles and cancellation at the last moment put us in awkward situation whether to find any accomodation in night time as it was too late to find new property esp. London is expensive.when we called booking.com we were told that we cancelled and refunded you but no compensation was offered for the time lost and our otger arrangements were affected as we had to return back to our home.the experience was not good one and no apologies from booking.com

I have 2 Delta Ecredits through Booking.com that are set to expire 6/1/24; I was trying to book a future trip to Brazil with my mother in October, but there's NOT ONE Delta flight going to Brazil. Spain, Italy, Florida, and California, HOW IS THAT POSSIBLE?! Trying to reach a live representative without a booking number, which is completely ridiculous. I feel like I'm being scammed. Also, the reason I have these 2 Delta credits is because last year I booked a package to Italy, I immediately called to try to adjust the # of nights at the hotel but that wasn't possible, I told the rep to cancel everything, I mean it's a package, he only cancelled the hotel. I do take responsibility for not checking the cancellation email, but I called them just so they can listen to the call and that got me nowhere, just more agita. My mother and I have accepted that we are going to be out 2K (1K each ticket). I've called everyone I can and it's not getting me anywhere.

I want to make a complaint about a fraud that happened with Booking.com and a host. I was searching for a place to stay in on Booking.com. On April 27th, I found an apartment on their website. It said I should contact the host to check if it's available. I did as told and got a message from Booking.com that they sent my message to the host. Then, I saw a note on the listing that said to book the apartment, I should message the host on WhatsApp with the number given.

I messaged the host on WhatsApp, and a person named said the apartment was ready to book and that Booking.com would email me the details and booking steps. She mentioned her company was Era Immobilier. Soon after, I got an email from Booking.com with instructions to book the apartment. It told me to wire $1,800 for a 5-day rental to a bank account they provided. I thought it was odd to wire money, so I called Booking.com customer service. They told me to follow the email instructions, so I sent the money.

I kept talking to the host on WhatsApp, and after I sent the money, she asked for a screenshot of the transaction. She said she would send me a receipt and a contract the next day. I got a receipt but no contract. I kept asking for it, but she said it was still being made. While waiting, I asked about other properties for the second part of my trip in Nice. She showed me some and gave me prices. When I showed interest, she asked for a $1,000 deposit and $1,300 for the rental. But she wanted me to wire it to a different account. I got suspicious and told her I wanted everything done through Booking.com and wouldn't pay for the second place until I got the first contract. She got angry and demanded an extra $2,200, or she'd keep all my money.

We messaged a lot, and then she stopped replying. I contacted Booking.com, and they said they had no record of my reservation or messages. I showed them all the emails and the listing. They said the messages weren't from them but would look into it. I got a few emails from Booking.com saying they couldn't help because the transaction wasn't with them.

I also told my bank, CHASE, about it and they suggested I report it to ComplaintsBoard.com for cyber-fraud. I filed the report right away. I have all the emails from Booking.com, messages with the host, and information about ERA Immobilier. When I called ERA Immobilier, they said they were in a legal issue with Booking.com for listing their properties without permission. They also said they only sell properties, not rent them.

I'm worried because Booking.com hasn't fixed this fraud even though the property and host are on their site. It's troubling that they do business in America without checking if listings are real. They don't have a proper customer service to handle these problems, so I keep having to explain my story. It's been a week, and there's no solution or refund for my money.

I have rent car via booking.com

The provider didn’t give me the car

Made me book the same car with higher price same day same time with the promise of full refund

Booking.com is being ignorant didn’t even contact the provider just telling me no on the service they never provided

It’s like going to a restaurant you booked in advance they dont serve you food and force you to pay! That’s booking.com

My daughter and myself were looking for a property to stay in August she found one For 4 nights priced at £550.00 right on our budget, she clicked on the Property and looked at all the details, she then sent the link to me I looked and checked it was suitable, which it was. I messaged her to say go ahead and book it and within FOUR minutes the price had risen to £800.00 this is extortionate and priced out of our budget. We left it for a while then went back in still at £800.00.

I went back on to try and contact the host only to now see. WE'RE SORRY BUT THIS PROPERTY ETC, (SEE Photos attached) not taking bookings.

Again my daughter went on again and it was available to book, not knowing what was happening I requested to book and it was accepted, this is very stressful and unacceptable and false advertising. Please inform and adjust the price so we can continue with this booking.

I have found it even more stress full trying to contact you be email as you just want a booking reference to help us and because I haven't got that information I am being penalised. Please LOOK INTO THIS AS A MATTER OIF URGENCY.

It will not let me add the evidence that the property was back available?

kind regards

I Hession

I had booked reservations with a Holiday Inn online but it for some reason went through Booking.com instead of directly with the hotel. And I need to make a change in my reservation because I cannot be there for the dates I chose. When I Made my reservation, it said. I could cancel with no. problem, as long as I let them know. 24 hours in advance. I Have been trying to reach them for. 2 days now, booking.com. Either I get an automated machine. or I get put on hold. and nobody answers the phone or. nobody answers the phone altogether. If for some reason I do get a live person, they want to. know a pin number that would be on my reservation. Well, I never received a reservation from. booking.com. So I called the hotel where I was going to be staying at. And they sent me a confirmation last night. But on that confirmation, there is no pin number. So without a pin number, they will not help me. I am very frustrated. I've been on the phone for at least 7 1/2 hours already between last night and today. And the hotel said they cannot help me because I have to go through booking .com. I. have called at least 14 phone numbers now. and have gotten nowhere. Even the hotel where I was going to be staying at, tried to get ahold of booking .com today three times and they cannot get through either. I definitely am giving them 24 hour notice. because I have been trying. to call. 7 days before I was to arrive. So they're getting plenty of notice, but I can't talk to nobody. I have had so many issues with booking.com before. they love to take your money. and screw you over. when something comes up. Or if you need to make a change to your reservation. I have ran out of phone numbers or ideas of who to call or what to do. The main hotel where I was gonna stay really tried to help me, and they wished they could've, but because booking dot com is a 3rd party, they Can't do anything with. the reservation. they said that they've had a lot of issues with booking .com. I was supposed to arrive. April 6 and check out. on April 7. 2024 And when I was making my reservation online, they. said they would not put my credit card through until I. was there at the hotel. They would take it then the only reason they needed the credit card was to save the room. But March 20th they did. charge my credit card for the full amount. So I have paid for a room in full. I need to change it and they will. not answer their phones. for me or for the hotel. I was going to stay at. And the reason I cannot make it for those dates is our state New York. state. has issued a weather warning. that there should be no traveling because we are expected to receive 18 inches of snow. and they do not want us on the roads. It was not my choice to have to cancel.

On Oct 19,2022, I booked a Penthouse with Booking.com. This booking showed they were new with booking so that is why I thought it was such a low price, trying to drum up customers etc. The Penthouse was priced at 359.00 per night in Las Vegas. The listing for this booking is Luxurious Las Vegas Penthouse Balcony w/ Jacuzzi. That evening I received an email from the so-called owner of the property with an address to pick up the key. When I punched in the address to my map the first address came up to a Chevron Gas station, when I asked for the address to be verified the next address was a two-story privet home. I thought this was odd, why would I not be showing up at the Penthouse to check in? The next morning, I contacted Booking after being hung up on twice when I asked if these properties were verified to ensure this was not fraud, the 3 person I got told me absolutely they verify the owners of the properties. I asked the booking rep are you sure these properties are in fact owned by the people who are listing them, again yes we verify the property owners. I told the rep I was not feeling comfortable about this and would like to do a refund so I could book with a different listing, I was told no this was nonrefundable. Now with the weird stuff going on you would think the safety of the customer would be a priority. The booking rep puts me on hold and calls the property own, because we also have an issue with check in. The so-called owner sent me a message saying I could not check in until 4pm, this is late for a check in and I had also said most check in times are between 1pm-3pm. The rep gets back on the phone with me and says the owner is fine with me checking in between 2pm-3pm. I was given the so-called owners phone number which I call. A man answers and says his name is Joshua, he explains the address that was given was a mistake by booking, he sends me an email through booking that says to meet him in the lobby of the Palms Palace Casino Hotel at 4pm, when I questioned the 4pm check in he tells me the maid he has will still be there cleaning from the night before that is why the late check in, even though he told the booking rep it was not a problem to check in between 2-3. He also tells me he is the owner of the Penthouse, and the reason he has to meet me in the lobby is because he is the only one with a key. I told him I would call him at 4 or close to it when I was near the hotel so we could meet for the key. I was still feeling uneasy about this but booking refused the refund and assured me they vet the property listings/owners to make sure everything is legit. 3:20 I text Joshua I was 25 min out, and should I pull up at the valet parking? No response. 3:45 I call the number given; the phone is now turned off. Now I am panicking. I arrive at the hotel and Joshua's phone is still off and no response. At 4pm I went up to the front desk and ask to talk with the hotels Manager. He comes out, I show him my booking and the message from Joshua the so-called penthouse owner, I also show him the booking.com listing for the Penthouse. The property manager proceeds to tell me I was just scammed. First no one by this name owners our Penthouses, also the pictures that are on Booking aren't even their penthouses. They look nothing like what is being advertised. Also, their Penthouses rent for 3500 per night. I now have to fill out a report with the hotel because now there is fraud involved with this hotel, they are advising me to call the police which I do. While waiting for the police I call booking and tell them what has happened. After the long bull of "I'm so sorry this happened to you, I will help you fix this" I'm then told they are going to help relocate me into a room because we are now with no room, and Vegas is mostly booked do to 4 concerts going on this weekend. Here is where it gets fun. I was told by the booking rep they would contact me back in 30 min, but they do need to contact the so-called property owner. 15 min later I get a call from a man who says he is from Booking and needs information to get my booking refunded, unfortunately their having problems with their system and he cant see my profile/booking so could I give him my password so he can log into to see it. I'm believing this is in fact a booking rep because they were supposed to call me back within 30min to get me taken care of. I give it to him. He then asked me to verify my card number I used on booking to book the Penthouse, again I give it to him. When it downed on me something was wrong is when I asked for a ref number, he couldn't give me one, then I asked his name, he would only give me his first name, but them when he asked me for the 3 digit code on the back of my Amex card, any one who works in accounting and deals with credit knows Amex numbers are 4 and not on the back of the card. I hung up and called booking right back. This has now been 45 min since my first call to booking. I was then told they never called me because they called the so-called owner who in fact answered his phone and told them I was checked into the Penthouse. Instead of booking calling me to verify this, especially after just telling them I spoke to the manager of the Hotel and this was fraud and the police were on their way, they took his lying word and never called me back. I looked at my phone from the guy who supposedly called from book, and the call was from Quebec, when I called the number now this phone is off and taking no calls. Guess who just called me, the guy who was scamming me from the very beginning. I told Booking all of this, and now I'm in tears because I just gave this person my card information etc. Now booking has still not refunded my 359.00. I finally get an email from Booking after calling yet again to see if they found us a new location. I am then told yes, they did, it will however cost me an additional 350.00. Now remember booking has charged my Amex card which has gone through not pending, and they already have 359.00 of my money. I have driven from Washington State to Vegas, out my money, no room, and have had a person continue to committing fraud with my personal card, info etc. Now I'm told I will be putting out an additional 350. I blew up and told them to return my money, however I just spoke to Amex who is refunding the money and filling a fraud report as well. The police finally come and tell me this is internet fraud, so it must be filed with the FBI. Which has now been done. I know this is long, but I wanted you to know what has happened and how booking can not be trusted to put the safety of their customers first. This could have been solved and delt with that morning when I originally called, but no the rep was adamite the money was nonrefundable and even though all of this was unusual, and the customer felt uncomfortable it didn't matter as long as booking got their money. All of this was totally avoidable.

I want you to think of this, what would have happened had this been a situation where it was a lone woman who was told to pick up the key at some random place, and a rep from booking reassured her they vet these so-called owners of these properties, so everything was ok, but they were not refunding this person's money even though the person was feeling unsafe. Is this a company you really want to keep in business? And trust to keep you safe from online financial fraud, and safe from Physical harm all so they can make money? I am going to make sure booking does feel the sting behind this terrible act. I am putting my story on every media outlet I can. I am going to send this story to anyone who will listen, I have filed a report with the FBI, I was told this happens more times than not. Especially with companies like booking and air bnb. I am also meeting with a Attorney on Monday, if anything else comes from this person getting my info, and now having to call all my card companies and change all my cards, pin numbers etc., if anything happens to my identity because of their lack of due- diligence I will hold booking 100% responsible for it all moving forward. I also have filed an FBI report on file. I have spoken with multiple people in regards to this. I'm making sure this doesn't happen to another person.

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.

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#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