Booking
Reviews and Complaints

I was displaced due to hurricane Helene and seeking to stay in a hotel for one night on my trip from FL to VA.

I chose La Quinta in Savannah as a halfway point to get some rest before continuing the trip the following day. I lost my wallet on the drive from St Pete to Savannah.

Upon my arrival, the front desk clerk at La Quinta refused to allow my check in due to having no ID, leaving my pets and I stranded.

She was aggressive, cruel, and had zero compassion. She also refused to allow me to speak with a supervisor. I called the Booking. com customer service number to request a refund for my hotel room.

However, they require the confirmation number (no problem) AND a pin number, which I do not have. I was never asked to set one up while reserving this room. Their confirmation email included a booking/confirmation # ONLY.

It includes NO pin number. As a result, Booking.com is unreachable.

I suggest that if you are traveling to Old Orchard Beach, you DO NOT stay at Marvin Gardens. I'm absolutely appalled by how disgusting this place is.

I was returned a mere 25% of my stay. Booking.com claimed they would reimburse the rest, but they didn't. My neighbor lodged a complaint, but they did nothing because it's a budget room and the shower handle fell off. There was literally a 1-inch gap in the door through which you could see outside.

The fan over the bed was so filthy that dirt was falling onto the bed. The bedding was covered in grime, there was mold everywhere, and I only received 25% of my stay back because we had stayed the night. I had no other choice as no other hotels were available at that time.

This place needs to be shut down! Attached are photos below- feel free to share.

Someone from booking.com needs to call me. We drove from Central Florida to attend a Homegoing Service for the patriarch in our family! I have provided booking.com with the documentation provided to us for the room that they refused to reimburse. They listed it as a no show. We received the check-in documents, but we refused to stay in the ghetto and at this deplorable, ill-represented facility with street walkers galore (oldest profession in the world). I want my money back as this facility couldn't pay me to stay an hour!

James,

From the desk of James I. Evans, Jr., MS, MBA.

On Wed, Jun 5, 2024, at 11:19 AM, Booking.com Messaging wrote: booking.com.

Confirmation number: 459529****.

You just got a new message from the Booking Assistant!

Customer Service said:

Hi James,

Thank you for your patience.

We are sorry to hear about your experience with Hawthorn Suites by Wyndham North Charleston. We understand that cleanliness is one of the qualities to consider when looking for a property to book, and we appreciate you sending us photos and a video of your complaint. This is not the experience that booking.com wants you to have.

Upon checking, we were able to forward your feedback to the property and also informed them of your request for a full refund. We were able to get in touch with them regarding your complaint, and we were informed that your reservation has been canceled and marked as a No Show.

You booked two rooms with the property, and they have canceled both rooms and refunded the King Studio Suite room. The second room was charged the No Show fee, but we were able to speak with Jackie from the front desk and asked if they could waive the fees for the second room so you can get your full refund. We were advised to contact their manager tomorrow for their management's decision, and we have also sent an email about the refund request on your behalf.

As of now, your refund of 109.57 USD has been processed, and you should receive this amount via the same payment method you used within 7 to 12 days, depending on your bank or location.

We are still negotiating with the property regarding your refund for the second room, and once we receive their response, we will definitely keep you updated.

We appreciate your understanding regarding this matter. If you need assistance with anything else, please feel free to contact us at any time.

Reservation Details

Guest name:

James Evans

Check-in:

Sun, Jun 2, 2024

Check-out:

Mon, Jun 3, 2024

Property Name:

Hawthorn Suites By Wyndham North Charleston

Booking Number:

459529****

Total guests:

6

Total rooms:

2

First, it takes an act of God to finally get someone on the phone. Then, I get charged the full amount at the hotel when it was already paid by Booking.com through Afterpay.

The hotel, Best Western, did not receive a virtual voucher showing it was paid. Instead, they got a Visa ending in 3333 which was declined. I don't have a Visa ending in 3333. The nice young man has to get a manager involved but there's no manager on site.

He assured me that it will be resolved between Best Western and Booking.com within the hour, but in the meantime, I have to wait possibly once it's refunded another 2-3 days for it to be put back on my credit card.

This is ridiculous and horrible customer service on Booking.com's part. Some compensation would be appreciated.

First, the hotel (Showboat) did not have running water. I understood I had to get my refund from Booking because I went through them as a third party.

The customer service number was difficult to find on the actual website. My husband had to Google the Booking customer service number.

The first call was at approximately 5:46 PM., and I spoke to James, who eventually hung up on me. The second call was at approximately 6:03 p.m. I talked to Laya, who I made aware of James hanging up the phone, and asked if she needed my number in case we disconnected.

She assured me I didn't, then hung up the phone.

Check-in time for Showboat was 4 p.m. We checked in and went to our room after 5 p.m. The water was not running. We tried again around 6 p.m., and the water was still off.

My husband and I checked out of the hotel, and now I'm waiting for my refund for the $150 Deposit security for damages and $112.00 from Booking. I would have given "Booking a higher rating had I not had two people hang up on me. A customer service representative named Ashley was rude to my husband, even given the situation.

There was obnoxious alarm testing in the lobby, which made it hard to hear the front desk at the hotel and my call with the Booking the first time. Unfortunately, my video is too long for the file.

I booked a taxi through booking.com because I had arranged accommodation through them. The flight arrived at 11:17.

I got through customs at 12:50 following a 15-hour flight. The taxi driver didn't wait. I used a cellular function to try and contact them, not WhatsApp. I found an email when I got through to arrivals, but I didn't have cellular function.

I had booked a meet and greet service, but when I clicked a link on the email, I ended up going back and forth for ages trying to figure out whether they were picking them up. I was told that I needed to contact the booking platform, but the phone number didn't work. I cannot understand why these people start their wait time when the plane lands. They know it's LAX, don't they?

Why use a cellular device and not WhatsApp? I am very, very disappointed- it was a total waste of money.

I booked a room with a sea view for the period of 20th-30th October at the Ray hotel in Corfu in April. A few days ago, Booking.com informed me that I must cancel it due to double booking.

I didn't want to because it's expensive now. The hotel admitted that it was their mistake, informing me that they must close on the 28th. Booking.com closed my booking against my will. I was forced to book 8 more days for an additional 176.46.

Booking.com promised me a reimbursement and that the hotel would pay for my last two days. The hotel then canceled my booking. Now, neither Booking.com nor the Ray hotel are responding and we have already purchased airplane tickets and have nowhere to stay except expensive hotels. Is this how Booking.com conducts business?

It's shameful! We need help!