Booking

Subject: Urgent Legal Complaint: Demand for Full Reimbursement Due to Unacceptable Conditions and Negligence

Dear Booking.com Support,

I am writing to express my profound disappointment and frustration regarding my recent stay at Good Hotels Downtown Denver, booked through your platform (Confirmation: 469959****, PIN: 2405). Despite numerous attempts to resolve the issues directly with the hotel, I have been met with negligence, unprofessional behavior, and outright refusal to take responsibility for the unacceptable conditions of my stay.

I now seek your intervention to ensure I receive a full reimbursement and proper acknowledgment of the distress I have endured.

Here is a detailed account of the events:

June 11, 2024Check-in: I arrived at the hotel with heavy international luggage, weighing approximately 60 kg, which I had to carry up three floors despite requesting a room change due to my back pains.AC Malfunction: Upon entering Room 301 around 4-5 PM, I immediately noticed the malfunctioning AC, which was expelling heat into the room, making it unbearably hot.Keypad Issue: The door lock keypad was unresponsive (due to a low battery), a detail I reported upon check-in.Safety Concerns: The poor functionality of the lock made me fear for my safety and the security of my expansive belongings. Despite the hotels assurance of CCTV coverage, I felt unsafe leaving the room. How CCTV will help if they will be gone or I will get harmed? this is ridiculous.Electricity Issues: At around 10:40 PM, while using the coffee machine, an electrical issue caused the kitchen area to lose power, affecting the fridge, microwave, and TV.

This left me without basic amenities. I have been sent to the second floor 3 times to try to fix it myself which put me in danger because I am not an electrician and this is definitely not my responsibility during my visit at the hotel and it.

June 12, 2024Morning: The AC and keypad issues persisted, and I reported them immediately to the hotel staff.Electricity Problems: The electricity issues continued, affecting the fridge, microwave, and TV. I had to dispose of $40 worth of food due to the non-functioning fridge.Toilet Malfunction: The toilet tank was not refilling properly, requiring manual refilling each time I used the restroom. Their responses were irrelevant, like when I mentioned the toilet tank malfunction, they responded about not throwing tissue into the toilet.

Its just ignorance, but its evident theyre trying to avoid responsibility.Safety Issue: The locks poor functionality forced me to remain in the room, as I felt unsafe leaving my belongings unattended.Late Service: Despite promises of prompt repair in the morning, no one arrived until after 3 PM. Even then, the issues were not fully resolved until 8 PM, leaving me trapped in a boiling hot room for over 24 hours. After that was the first time I could leave the room, leaving me with 2 hours to see the city and all my meetings have been canceled as a result, which hurt my stay and job opportunity. Upon returning, I discovered the keypad lock indicating a low battery, confirming my initial report of its unresponsiveness.

This problem persisted despite my earlier notification.

June 13, 2024Morning: The AC and electricity issues along with the toilet malfunction finally fixed, but I needed to leave. Although I asked the manager to call me, no one did.Departure: I left the room at 10:50 AM, documenting its condition with a video. I paid for services I did not get, and for that, I wont stay silent.

Additional Notes:Throughout my stay, I did not have access to basic needs such as a functioning AC, electricity, a safe lock, or a proper toilet. I was forced to manually fill the toilet tank, exacerbating my discomfort.The hotels response regarding CCTV coverage is absurd.

How could CCTV possibly protect me if someone with malicious intent were to break in or harm me? This justification is illogical and does not address the genuine safety concerns I raised.I consulted with my legal team and am prepared to take this matter to court. The hotels negligence and false accusations have caused me significant distress and harm to my reputation. I have substantial evidence, including videos and photos, to support my claims.As an Israeli citizen on a governmental position, and in this time of war and rising anti-Semitism, safety, and the safety of any guest must come above all.

The promised morning service repair on June 12 was delayed until after 3 PM, a breach of their own timeframe commitment.

They did everything wrong by the book, and the room was not in a place of accommodation; this is literally stealing.

Given the urgency of this matter, I request immediate intervention from Booking.com.

I demand a full reimbursement for my stay and compensation for the severe inconvenience and distress I have suffered. Please have a manager to review this case ASAP.

Please contact me directly at +1 (30*) ***-****.

Thank you for your prompt attention to this matter.

Barak Levy

I have booked a private sea view villa in Einbay compound located in Ain Sokhna, Egypt, and it was non-refundable. I tried to contact the property several times; always, the mobile was closed.

Of course, I went directly the day before the check-in date to confirm with booking.com, as they should be the trusted place where I booked through. They told me that they were unable to reach the property; however, I should normally go to the location, and if they faced any issue with me, they would solve it immediately and not to worry. We went to the compound, and there were no booking instructions and no villa at all with the booked description. They told me that it's a scam (fake).

I contacted the booking call center team ten times! Every time, they told me to wait 30 minutes to try contacting the property, and there was no reply! Also, their promise changed and told me to wait until check-in time so they could immediately solve my issue. After the check-in, they told me they could only rebook with a maximum overprice of $28!

However, at the beginning, they told me through their recorded calls—and I have mine as well—that they would book a villa with the same description and location for me immediately to solve my issue! After the twelfth complaint and staying outside the compound gate for 7 hours, I told them to escalate the matter and that I would raise all the recorded calls through social media. They told me to book any place and they would pay back the difference to me capped at $350, but I needed to provide them with a receipt. I replied that it would be from a broker, not a hotel or online website, as there was no immediate availability, and they confirmed with me that they would accept it but it had to be with the same check-in and check-out dates!

Now, surprisingly, they changed their promise and refused to refund me the paid money as it's an invalid receipt!

Really, it's the worst booking experience I have ever had. Don't book ever from booking.com!

I am writing to formally express my extreme dissatisfaction with the customer service I have received from Booking.com. As a host, my experience with your platform has been incredibly frustrating, unprofessional, and ultimately damaging to my business.

I recently had a guest stay at my property without any issues or concerns, yet despite this, Booking.com has failed to pay me for the reservation. This delay in payment has caused me significant financial harm. To make matters worse, the communication and documentation related to the booking were inexplicably erased from the platform. This deceptive practice only raises concerns about the transparency and integrity of your operations.

Adding to my frustration, when I contact your customer service team, I am repeatedly told that I will receive a call back for security measures. However, these promised callbacks never come, which seems to be nothing more than an attempt to get me off the phone without resolving the issue. When I do manage to speak to someone, the representatives barely speak English, making it difficult to understand them, and they seem to be unable to provide any meaningful assistance. I am instead bombarded with generic, copy-pasted responses that do nothing to address my concerns.

The worst part is that the customer service team continues to send the same message over and over, claiming that my issue is being forwarded to the specialized team, but I have yet to hear back from them or see any progress on my case. This has gone on for far too long, and the lack of follow-through is completely unacceptable. I am deeply disappointed with the lack of transparency, support, and integrity displayed by Booking.com. It has become clear to me that this platform is not equipped to handle the needs of hosts like myself, and I would strongly advise others to consider alternative services such as VRBO and Airbnb, where the level of service and professionalism is far superior.

I refuse to accept this any longer.

It has been over 30 days since I informed you that your platform has failed to provide any kind of solution, support, or payment pertaining to this issue. I have received nothing but lies and deception from everyone at Booking.com.

I made a reservation for a home on Martha's Vineyard in July of 2024 for a stay in July of 2025 (7/5/25 to 7/12/25). I paid in full in excess of $4,300. On April 10, Booking.com reached out via email that the reservation was canceled by the homeowner due to legal reasons. I immediately contacted them to find another property to accommodate our family on these dates as we had already paid over $1,000 for ferry passage for vehicles. They had no other properties on Martha's Vineyard suitable. I requested my money returned to me, and they confirmed that my money would be returned. That has not happened!

I have called Booking.com daily in pursuit of my money. First, they entered it into my wallet to be spent on a future trip, which was not acceptable as I need my money back to book a new trip. After more than 8 persistent calls and going over the issue repeatedly, they finally removed the money from my wallet. On April 18, after more calling, Booking.com requested my bank details for a transfer, which I swiftly gave to them (twice). Upon following up on April 22, I was told the amount exceeded what they are able to refund and the finance team, which I have heard so much about, needs to okay the transfer? The same finance team who requested my bank information for the known amount. This is mind-boggling. On April 22, the CSR I spoke with confirmed receipt of my bank details and assured me, as each CSR before them, that this would be resolved within 24 hours. We are now on day 14 with no resolve.

I have begged for the phone number to the finance team and for supervisor contact info, and all requests have been denied.

I did not cancel this reservation; the host did. I paid in good faith and have been a loyal customer for years, and this is how they treat a good loyal paying customer? This trip was to celebrate my son, who is being deployed to Kuwait on July 17th with the US Army. This was supposed to be a wonderful time, but instead, it has turned out disastrous because I cannot pay for another property to accommodate my family without the money they are withholding.

I am begging for your assistance.

I am extremely disappointed with our (incl. Thozama Mxenge) experience at this accommodation.

The listing was misleading, as it failed to disclose that the property is a student accommodation. On the way to the unit, the building itself was in terrible conditiondirty white walls, loud students, and balconies cluttered with hanging clothing and even mattresses.
Upon arrival at the unit, I was appalled by its state. It was poorly maintained, with dirty and worn-out couches, cracked tiles, and stained, yellowing bedding. The plumbing was in terrible condition, with loose taps, while the surfaces were sticky and appeared never to have been deep cleaned.

The showers had visible dirt and grime in the corners and between the tiles.
Due to these unacceptable conditions, we decided not to check in. The platform initially promised to refund our booking fee of R10 413.68, yet despite their assurances, we have not received our money back. Repeated attempts to contact them and their service provider have led nowhere, with no resolution or reimbursement.
Their failure to honor their promise, along with their lack of proper vetting of this property, has prompted me to consider filing a complaint under the Consumer Protection Act of South Africa. I hold them accountable for allowing this property to operate on their platform and for facilitating the loss of our money.
The lack of transparency, poor service, and refusal to issue a refund have left a lasting negative impression.

I strongly advise against booking this accommodation or using this booking.com.
The company needs to follow up on negative reviews and vett properties offered.
Tip for consumers:
No
Products used:
None... the partial refund is 3.3 %

After arriving at the hotel that was booked by Booking, I was dissatisfied with the condition of the rooms and immediately decided to talk to the hotel manager and Booking customer service. As a result, they also admitted that the rooms they had given us did not match their photos, so they accepted our request on the condition of staying for one night.

While they got all the money from my account. I have not been able to receive my money until today after several chats with the hotel and many letters to Booking customer service. Yesterday, after talking to customer service again, I was told that they would refund my money within 5-10 business days. I hope they will do this and reassure me.

I do not feel good about the current problem because I am very skeptical about this company. The company can refund my money as soon as possible, considering the documents I sent them several times.

I live in Italy and traveled with Aer Lingus from Venice Marco Polo Airport to Washington DC through Dublin last week. After 12 days of stay in Washington, I traveled 1.5 hours by car to get to the airport to travel back to Italy last night with the 5:00 PM flight using the same route of 2 hours layover in Dublin.

When I arrived at the check-in desk, the officer told me that I needed to have a tourist visa for Dublin. Mind you, no information was written on the website when I purchased the ticket, nor did I have any issue when I came. I tried to contact the airline company with no luck. After 5 hours of waiting in line and trying to call them back, they finally responded and told me that I should contact booking.com as I had bought the ticket using that.

I stayed there and tried to contact booking.com with no luck. As I was stressed and too tired, I took my rest and called back in the morning. When you call to stay in contact with the officers, you need to insert the reservation code and PIN, which I did. After 12 minutes of waiting in line, a woman responded and then started assisting me by taking every piece of information needed.

After 40 minutes of staying on the call with her (twice she asked me that she had to speak with her colleagues about changing my flight and put me on hold; on the second hold, she came back and said that she couldn't hear me... she kept saying, 'I can't hear you, hello,' sad but she hung up! I am writing this after 1 hour, but I didn't receive a callback or email. As she took all my information, she definitely has my information.

The most disappointing part is when I called back, I couldn't reach anyone as the call required me to put in a reservation number and PIN, but when I inserted it as I did on my previous call, it wouldn't let me in the call with them anymore. This is one of the worst!

I was certain I had booked a room for the second and third of December, but when I got to the property, the app showed December 23rd through 24th. The property did not have a confirmation number, and they couldn't see it on their computer.

Even though the reservation was made hours prior, it hadn't fully propagated in the app. It took quite a few hours for me to get the confirmation number because the 1-800 number wouldn't allow me to proceed without it. After a couple of hours, I noticed propagation of the number in my app, which I used to finally get a hold of booking.com representatives. They assured me that there would be an email sent to the property, and this would be corrected within the next half hour.

However, 90 minutes later, there was still no email. I approached the front desk three times, growing increasingly uncomfortable with the situation. I looked inside the app once again and found that the information had disappeared. New emails with the ticket number for the 23rd and 24th had popped up.

I went back to the app and it instructed me to modify the details of the day and then proceed with a new reservation, but the 23rd and 24th of December appeared again in the exact date filter box. After realizing the dates were wrong, I tested the app by replicating the steps I had taken the day earlier. When I clicked the button that indicated 'room for next day,' the dates were yet again shifted forward to December 23rd and 24th. I repeated this process three times and determined there may be a bug.

It seems that booking.com, Priceline, and other travel companies, despite their decline and questionable business practices, have a stranglehold on the hotel industry that dates back 30 years. It's as if they're an insidious entity within your favorite hotel franchise, incapable of separation despite appearing as run-down as a favela in Brazil.

i tried multiple times to book 2 tickets, 1transaction. i went through weeks of trying to find the right tickets and everything, just for the website to not work.

i went through the whole process of buying them then it wouldnt take my card. okay, tried another one, and another one, different computers, iphone website and app, and an ipad. every single time it says (cannot process at this time try another card or try later) i tried to call someone, it goes to an automated phone that you can only get through if you have a confirmation number. i dont have that as i couldnt even book it.

no phone numbers work and the email people, when i finally got an email back after trying so many times, completely stopped writing me back. they said, call this number or try the help link on the website. none of those work as i dont have a confirmation number! i tried to book the flights on the airline website directly but they are not on those websites!?

confused.. but okay.

i will try one time tomorrow but i bet by then the prices will be jacked up. way to *** go.