Booking.com
Reviews and Complaints

Hi, i want to report the property Orange Hongdae guesthouse, confirmation number 2043.742.926 I suppose to stay there from 18 October to 27 October but I couldn't sleep at night due to the big noise of guests all night hours, the nearby construction site early day hours and the bad conditions in the room (room 3). It led to that i had to book another place (also via booking.com, confirmation number 2075.415.833) right as soon as the 20 October which caused me quick low budget unexpectedly. So i had to check out in Orange Hongdae guesthouse on 20 October. The owner Mr. KIM refused to refund me the money for the rest of nights I couldn't use at the guesthouse. He claimed it's non refundable regardless exception. When i claimed the window door in my room always makes noise as someone close the hall electronic door, he went to my room to check, he said he heard no noise when my friend in the same room confirmed about he heard the noise. But both of us just felt it's useless to explain with him when he chose his opinion! Also first day when i checked in, when in a shower, i heard outside a big fight, a woman had come in the hall and shouted at him and both were shouting each other in Korean. I was scared. I've booked this guesthouse because of the location and it's rating. But after this incident, i don't trust the rating anymore! . Because it seems like the rating is from backpackers who don't really consider quietness and cleanliness as most of them came back to the guesthouse after midnight, some talked laugh on phone in the hall, some vomited in the toilet... My room was just opposite the hall door. For a terrible experience! So i had to check out before the experience made bad impact on my health (no good night sleep). I don't want to make a fuss about this incident but I think my conscience makes me to directly report to you, as you are their accommodation agency. I don't want to just post a negative review on the guesthouse as he would just come in and deny all. So talk directly to you probably more effective to protect other customers to fall in the same situation. He claimed i chose cheap price to stay in his guesthouse, so i could not be so sensitive about noise. But well, no one ever pay a small money to buy trouble. I mean if he was honest on the website and in his comments about his guesthouse, people have more chance to consider. This guesthouse is probably suitable for backpackers. And so the rating! I hope you step in and use your authority to talk reason with him. I have tried and failed. He just claimed my booking was non refundable, although heard my troubles.
Please help me to get refund and get him to be honest with his guesthouse photos on the website
Thanks a lot.

Room booked at Quality Inn & Suites, Morrisville, NC. Arrival date 10/4/2018 departures 10/5/2018. Attached: Booking.com cancellation email. Visa Debit card used ended in 5517. It was linked to my checking account. Screen shot of checking account showing charge of 72.43 debited on 10/5 and with statement date of 10/8. Checking statement for account validation. Debit card to this checking account ended in 5517. Copy attached. Booking.com was called 7 or 8 times since 10/8. Each time have different excuse. Last Thursday they said they spoke with hotel GM and he assured them refund was processed that morning. Today, 5 days later, Booking.com said they called hotel again and said no record of refund being processed. Since 10/8 they promised me to give the 5 days to get me a refund from hotel and that if they failed, they (Booking.com) would refund me. It's been 16 days and they still refuse to refund me. I used Booking.com to prevent situations like this. Not to exacerbate them. I demand an immediate refund.

Related to booking - [protected] pin 0948.
Stay from 19th oct to 21st oct 2018

I booked the property 1 (on 15th Sep 2018) month in advance and received a confirmation.

I called booking.com on 12th Oct 2018 to confirm the stay and received another confirmation that my reservation is confirmed.

When i reached the property, i was denied the accommodation.

after several hours, i was given another property quite from the the site.

i then had to book another property at the same loction at double the price.

yet to wait from booking.com on what went wrong and what is being done.

Re: booking [protected] (pin 3799) cancelled by bookings.com
I would like to draw your attention to the following:
My travel agent, ms. Lydia norval of reynolds travel, made and paid for this booking on 18 september, 2017, with a policy of no cancellation.
On 27 june, 2018 at 12:57, she received notification via email stating that 49-flat paris menilmontant was unable to accommodate my reservation due to water damage?. The booking was for 28 june 2018 at 16:00. I was due at the airport at 16:00 on 27 june, 2018 to catch my flight to paris, leaving me 3 hours to find alternative accommodation. To find and secure accommodation at that late stage was virtually impossible.
An hotel was proposed by booking.com as an alternative for me, but was unacceptable. I needed an apartment as my family was a party of 6 people, so that we could cook our own meals. We could not afford to pay for hotel or restaurant meals for 3 nights in paris (8 meals)!
Ms. Lydia norval searched for an apartment in paris, but none were available at the last minute at an equivalent price as it is high tourist season. The customer service agent who attended to the problem could also not find a suitable apartment. We thus booked an apartment at citadines place d'italie paris which was the best option we could find given the circumstances and at the last minute. The cost was 1243 euros.
After many phone calls and uploading information, I finally received the refund 11 weeks later.
I would like you to give this matter urgent attention. My booking was no cancellation policy. The apartment cancelled and I had to pay extra to find alternative accommodation at 3 hours notice. I would like the difference paid to me for the citadines apartment which accommodated me and my family at the last minute.
I cannot be expected to pay for a service that was denied to me, this is unethical business practice. Please respond urgently, and please note that I am expecting a full refund of the amount paid for the accommodation denied by yourselves under booking [protected].

Trying to correct an error:

- I wanted to make a booking for the same night on [protected] in Buffalo.
- Inexplicably and erroneously the app made the booking for [protected].
- I noticed the error immediately and contacted the hotel's call center by phone.
- I hoped to simply be allowed to stay one night early.
- Instead I was told the booking had been modified (after a really long time on the phone).
- The modified booking was ok - and I paid for the night the following morning - on [protected].
- Additionally the initial booking was also charged to my credit card account.

I have since tried to have this additional charge cancelled. Without success. See email correspondence below.

Is this really how correcting an apparent error is handled?

I sincerely hope that Booking and/or the hotel can be customer friendly and set this right.

I would be sorry to otherwise make this public in hotel and travel networks.

For more detailed information see Email conversation below

Kind regards.

Herbert Meier

-----------------------------------------------------
Herbert.[protected]@outlook.com
St. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobile +[protected]
-----------------------------------------------------

Previous Email correspondence:
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Von: Herbert Meier [mailto:Herbert.[protected]@outlook.com]
Gesendet: Donnerstag, 18. Oktober 2018 17:36
An: General Manager NY102; [protected]@choicehotels.com
Betreff: Re: AW: Complaint: Incorrect double charge

Jignesh

I did not cancel nor did I want a refund. It was an ERROR!

Why then was it not possible to simply stay there one night earlier - as was my intention all along?

Why was I charged again at your hotel?

Why was I on the phone for what I felt an endless time, if you now deny that my booking was modified? That series of calls must be on record "to monitor customer satisfaction".

Is your rude reply really all your "hospitality" organisation has to offer?

No way a small error can simply be corrected?

I am speechless and I am not taking this as an answer.

Regards.

Herbert Meier

Von meinem Samsung Galaxy Smartphone gesendet.

-------- Ursprüngliche Nachricht --------
Von: General Manager NY102
Datum: 18.10.18 17:20 (GMT+01:00)
An: Herbert Meier, [protected]@choicehotels.com
Betreff: Re: AW: Complaint: Incorrect double charge

Good Morning Mr Meier,

Greetings from Comfort Suite Buffalo NY.

Please find above attached details of your reservation and stay.
You have booked the stay for 9/30/2018 to 10/01/2018 on a no cancel pre- pay policy.(Please refer above attached information).
The reservation was booked with an Advance Purchase rate, which means it is non-refundable and non cancelable.

Regards,

Jignesh

On 10/18/18, Herbert Meier wrote:
Sorry, Amelita, but my name is Herbert Meier

I fear that you are a machine, Amelita.

But if you are not: if you read my mail properly you will notice that I have NOT CANCELLED the booking. I simply have asked that the erroneous date be rectified and ADVANCED by one day, which after a long time on the phone was CONFIRMED to me. I never made a new booking. And I never confirmed a charge of 80.88. At the hotel I was charged another amount and was never informed that I would have to pay anything in addition.

Also: Before reverting to you, Amelita, I HAVE CONTACTED the hotel directly, and did NOT get an answer!

@ GM.NY102 : I trust you are the GM of the hotel in Buffalo? In any event I am now also copying this message to jdesay. I can also give you a call if that helps to solve the issue.

Once again: Inexplicably the booking app proposed the date of the following day to me, I noticed that immediately after I made the booking, and I got somebody by phone to advance (not cancel!) the booking. Which apparently worked, as I was expected, when I arrived at your hotel.

I believe if you are indeed in the "hospitality" business, it should really go without further discussion to correct an apparent booking error. In this case it would have been very easy to just accept my initial booking and to let me stay overnight one day early without any further paperwork. Your hotel was not at all full that night.

Thanking you in advance for now helping me.

Kind regards

Herbert Meier

-----------------------------------------------------
Herbert.[protected]@outlook.com
St. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobile +[protected]
-----------------------------------------------------

Von: [protected]@choicehotels.com [mailto:[protected]@choicehotels.com]
Gesendet: Donnerstag, 18. Oktober 2018 12:45
An: Herbert.[protected]@outlook.com
Betreff: RE: Complaint: Incorrect double charge

Dear Anthony Figueroa:

Thank you for your inquiry concerning your stay at the Comfort Suites Buffalo Airport Ridge. Your business is greatly appreciated.

I found out that you had another reservation for 9/30/18 with a rate $80.88 at the hotel. The reservation was booked with an Advance Purchase rate which means it is non-refundable and non-cancelable. You may contact the hotel directly for assistance at [protected] or send them an email at [protected]@glfhospitalitygroup.com.

I apologize we cannot further assist with this issue, however we appreciate your business and looking forward to serving your hotel needs in the future.

Sincerely,
Amelita

Your Customer Care Advocate

Guest Relations Department
[protected] M-F [protected] CST, Weekends [protected] CST
[protected]@choicehotels.com

cc NY102 9246991
________________________________________
From: Herbert.[protected]@outlook.com
Sent: Thu Oct 18 2018 03:24:16 GMT-0700 (US Mountain Standard Time)
To: [protected]@choicehotels.com
Subject: Complaint: Incorrect double charge
Ladies and Gentlemen
I have not had a reply to my below email to your GM in Buffalo.
Please recommend to me what I will have to do now.
I don't intend to accept the double charge, I only stayed one night.
Thanks and kind regards
Herbert Meier
-----------------------------------------------------
Herbert.[protected]@outlook.com
St. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobile +[protected]
-----------------------------------------------------
_____________________________________________
Von: Herbert Meier
Gesendet: Montag, 15. Oktober 2018 21:38
An: gm.[protected]@choicehotels.com
Betreff: Incorrect double charge
Dear hotel management

I am writing to you in order to have an erroneous credit card charge corrected.

Overnight stay from 23 September 2018

I stayed at your hotel during the night of 23 September 2018.

I have paid the amount with credit card, and was also correctly debited with date September 24, 2018 on the credit card invoice. The related invoice can be found in the attachment.

Additional charge due to booking error

In addition and without invoice I was charged an additional amount of USD 80.88 by your hotel, date September 23, 2018.

The presumable explanation is this:

I made that booking with Booking.COM on the same day only a few hours before, and the app gave me the wrong date. I noticed the error one minute too late and then immediately called your firm and asked that I could stay at your house that very evening instead of one day later.

In a whole series of telephone conversations, the correction of the error and the advancement of the booking was confirmed to me. However, the additional amount was charged to my credit card without my knowledge and without an invoice.

I ask you to correct this obvious error and cancel the credit card charge.

Thank you and kind regards

Herbert Meier

-----------------------------------------------------
Herbert.[protected]@outlook.comSt. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobil +[protected]
-----------------------------------------------------
< Datei: 181024 Comfort Suites NY102.pdf >>
--

General Manager
Comfort Suites - Buffalo Airport
901 Dick Rd.
Buffalo, NY 14225
[protected] (Phone)
[protected] (Fax)
gm.[protected]@choicehotels.com

I have been charged £22.98 for a hotel when I have never heard of that hotel and doubt if it even exists. I was in Portugal at the time, not Amsterdam!
Details of the charge below:

Debit card ending: 4233
Transaction date: 10OCT18
Organisation: HOTEL ON -
Other info: BOOKING.COM, AMSTERDAM NL, EUR 25.00, VRATE 1.1373, FGN PUR FEE 1.00

I would be grateful if you would look into this matter with expediency and refund the money.

$400.00 was taken from my account by a hotel in sydney through a booking from booking.com. I stayed in a different hotel at the same time they say I booked a room. They had a wrong email address, there were no funds on the card they used to pay for the room, because I only transfer funds into my account when I am paying for something! I have used booking.com before and it seems as though they have kept my details on file (although they got my email wrong). The only reason I knew they had taken money out of my account is because I checked my bank account and noticed $400.00 missing. I received no email notification, sms, no invoice, no phone call, nothing whatsoever. I have asked booking.com to refund the money back into my account but they are playing hard ball.
My friend sent me a link to a room he was going to book in a totally different hotel the day before I booked this other room? WHAT? None of it makes any sense. At no time did I even look at booking.com because my friend had already organised it and I paid him cash on the night. I have sent a screen shot of my total history for the day they allegedly say I booked a room with them, and it shows no history of the hotel I was supposed to have booked a room nor the website booking.com.
I have reported the matter to my bank, and if I don't receive a full refund then I will lodge a report with the police, consumer complaints and in the small claims court as there will be footage of me entering a different hotel room on the alleged night in question.

Hello, I just wanted to make a complaint about the price you advertised for a room I have booked. You showed the room as 613 GBP so booked the room however after I had made the booking the tax was included afterwards bring the total up to 748 GBP. As this booking is not refundable I find this unacceptable. Nowhere through the purchasing options did it say how much the final cost of the room would actually be. I actively avoid websites that do this ie show a price minus tax and this is the first time this has happened with booking. Sufficed to say I am not pleased. The booking was for hotel Hugo in New York for a three night stay.
Booking no [protected]

On [protected], I get and viewed rooms on Booking.com around 5:30 pm. I looked at Budget Inn Expressway Hub on Rohnert Park California. The cost was 192.66 including tax. I was assured that giving my credit card number was okay. That credit card would not be used. There was nothing on the web site stating that there was a cancellation fee. When I viewed the information, I was assured that if I did not use the room, I would not be charged.

A couple hours later, I wasn't able to use these reservations so I went back to Booking.com and hit the 'cancel" button. This was when I got a message that said the cancelation fee was $192.66. I've sent numerous messages to Booking.com telling them to remove this cost. I have gotten several different responses. One was that I would not have been charged if I had canceled 24 hours in advance. I replied that since I made the reservations, that would have meant that I would have had to look in the future and cancel reservations that I had not made yet.
Now Booking.com has said I have to deal with Budget Inn Expressway Hub in Rohnert Park Ca. My transactions have been with Booking.com and I expected them to honor their ad. Please remove the $192.66 from my capital credit card.

Hello,
I made a reservation via booking.com for a hotel in Salzburg for 59 Euros per night. When I arrived at the hotel, they charged me for 70 Euros. I showed my booking information to the hotel but they disagreed. I'm filing a dispute and request for a refund.

Booking.com is not trying to resolve the issue but asked me to contact property.

Please see attached images for details!

At the end of August (22-28), I stayed with my family at Chalet 52 Vakantiewoning, Poolsweg 27, Netherland (Tel: +31 6 [protected]).

We asked to do check-in from 20:00 to 21:00 and got permission by mail (see pic attached). We were lost by car and arrived 45min late (21:45). The owner didn't wait for us, didn't answer my call phones, text messages (see pic attached) and mails.
At 23:00 with 2 small children, I had to look for a place to sleep. At the end we slept very bad the four of us in one bed and paid 70€ which I got back only 30€!
In the morning he answered my text messages and sent me the code in order to get the keys. Why he didn't send to me from the beginning the code?

In addition of that, I let a deposit of 100€ (amount which had been taken from my account at the beginning - see pic attached).
The 26th of September, I sent to the owner all the information needed in order to do the transaction (see pic attached).
Today, 14th of October, I got finally the money and discoveref that I got back only 78€ (22€ less) because I payed commission of my bank and his bank!
I don't know why the owner take the deposit
from the beginning but I payed 100€ and I want to get back 100€.

In resume, I received a very bad service and paid 62€ more than I should.

I ask for this money back.
Till know I didn't write a bad review because I wanted to be sure to get my deposit back. But now, I will write a bad review in order to protect future potential customers.

Hello, we are the owner of the apratment in Spain, Moraira. The customer cancelled the booking on the 29 Sepetmber, the day he should arrive.
After talking to booking he was told he will loose all money, he decide to stay. It was confirmed by telefon conversation sith me and him and a lady from bookig on the 29 September and I can prove it, it eas taking 8 min and 30 seconds.

Now booking is telling they will not pay us cleaning fee, because we shouod take money from him and they sent money back to him. How we could do this if it was CONFIRMED that he is staying and the money were taken from his visa already.

It is big mistake of booking and we do NOT agree to this.

10/6/18 at Coddington Rooms thru Booking .com When we got their it was a pig sty. No person to greet us. It looked abandoned. The place we stayed in in Great Barrington for the same price was immaculate the night before.. Went to Ithaca Ny called customer service . Hope we are not charged for room. No satisfaction, from booking .com. Looked on facebook saw a lot of dissatisfied customers.

Booking.com has another hotel partner, 'Agoda.com'. This agent is getting from bad to worse. Agoda rewards a customer with "Gift Card" (points) earned from a successful stay & these points can be redeemed for your next stay (at selected hotels). Agoda also offers $ voucher/coupon via email that can be used to offset a booking. A customer needs to fill into the box for Gift Card earned or $coupon received, on the Check-out page. However, the box never appears which means one can never get to redeem anything! Email sent, telephone call made to notify Agoda of the glitch...1st telephone call to Agoda was answered (1st day, after 15 minutes, in the middle of the night) but nobody came onto the phone anymore (on 2nd day, middle of the night). Suspected Agoda blocks the mobile number. All the points accumulated are 'useless' after giving the support to Agoda, for the past 15 years!

I booked a hotel room through your site. We were tired and drove 25 miles to get to the hotel. When we arrived the front desk said they didnt have any more king rooms (although thats what i booked) But they would rent us a double for 22.00 more. I had a confiirmation code, put in my credit card information and was refused a roim at the price booking.com promised.

We booked and paid for accommodation from the 02.07.2018 - 09.07.2018 but on arrival discovered the property didn't exist. This was confirmed by booking.com that it was a scam that was not checked correctly and got published on their site.

They told us we would be relocated and the booking would be cancelled and refunded and the difference of the re-accommodation would also be covered.

So in total spent:

Accommodation 1: €980

Accommodation 2: €1426.95

We are now out of pocket by €2406.95 and 3 months on with multiple correspondence with different representatives nothing has been done about the issue.

I am so disappointed by the booking owner of Wandsworth terrace apartment ! On july15 Frankie Wilson booked the apartment for the 1-2 of August. I paid all the amount which was £210 straight away. On the 1st of August when we turned up to the apartment we wrote the code provided to walk into the building.. IT DIDNT WORK! I called the owner HE DIDNT PICK UP... we called booking.com and said they will sort it out and reach him.. he finally stepped out and told us he cancelled our booking! With absolutely NO NOTICE! This was unacceptable! ME AND MY BOYFRIEND WAS so disappointed. The owner said bookings will refund me the money within 6-8 weeks and it's the 9th week and I have not received an email from bookings or OUR MONEY! I am so furious because not only was it cancelled but I had to spend money to find an other place which was not planned ! But it's takes so long from booking to give my money back! This inconvenience was not caused by me but yet We haven't received my money in time! We want my £210 back!

I have a problem with booking. I found on my account balance a charge of 95, 49 euro to "Hotel on Booking.com Amsterdam NLD". how could it be possible if I have never reserved this hotel and also never search it, also because I was not looking to go to amsterdam! I think we should not trust booking! morever I don't know how to resolve it. I think I will never reserve with booking anymore!

Dear Support Team,

We received confirmation for our stay from Aruna hotel on 25th Sep for the dates Oct 10 to 15 (5 nights). Based on this confirmation, we issued our air tickets (attached for 5 of us). We had paid for 6 nights. We asked for it and they claim it was changed repeatedly and cancelled the whole reservation. If it was not possible to give 6th night - it was extremely okay with us, than cancelling the whole reservation with a false claim of repeated amendments. These dates were given by us to them when the flood occurred. Since they have charged the full money, they don't even want to entertain us. This change of their mind after sending us confirmation for 5 nights is injustice and unprofessional and unethical behavior. We request Booking.com to probe the issue and request the amount for 5 nights to be credited to our Booking.com account to do another hotel reservation for these days; or they have to refund for not keeping promise. It's not our problem that they gave us confirmation and later says no rooms - it's clear case of neglecting customer loyalty. Please treat matter urgently. They are putting us in big loss and pain. We, a family with 3 children, with only few days for the trip are in utmost dilemma. Kindly call us on +965 [protected] or +965 [protected].

Sincerely
Mr & Mrs Mohamed

I booked reservation for 2 adults and 2 kids on 29th of August, 2018 through Booking.com. It was confirmed Con No: [protected] and I received a E mail confirming this for 29.09.18 Night.
I had a call from Booking.com on 28.09.18 that booking had been cancelled by the Hotel and Booking.com would like to accommodate me in nearby hotel, 15 minutes from this initial Hotel.
I never wanted to Cancel or approached booking.com to Cancel. I was left without accommodation in a place 90 miles away from my home. I had to go back with my kids and commute 90 miles in the morning.
This cancellation was done inorder to sell my booking at a premium price to
other customer and make profit, Since on the same day, they had Chess event and a Wedding ceremony in the venue.
I payed £92 for the accommodation in the morning of 29.09.2018, which they refunded in the afternoon claiming my booking was cancelled.
The Hotel blames Booking.com and Booking.com blames The Mercure Daventry court hotel. Ultimately I suffered because of both these greedy parties.
Please put customers with Family on the forefront in Hospitality industry and don't play for Cheap profit games.
I also had a very bad time arguing with Darren Collins, front office manager in the Hotel.

Thanks!

Murugesh. J