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 had a confirmed free taxi booking with Booking.com from Kuala Lumpur Airport to my hotel. Because Booking.coms system does not list Turkmenistan Airlines, I was forced to select the wrong flight, and as a result the driver cancelled my booking.

After an 8-hour international flight, I arrived close to midnight with my wife and child, only to find no driver waiting.

I had to pay RM 78 cash for a Grab taxi.

I submitted the receipt immediately, and Booking.com (representative Mohamed) promised multiple times that my refund would be processed within 710 days after check-out. That deadline passed weeks ago. Instead of refunding, they keep asking for the same documents I already provided and sending empty apologies.

This is not about RM 78.

Its about Booking.coms negligence, broken promises, and lack of respect for customers. Being stranded with family after a long flight and then ignored for weeks is unacceptable.

Booking.com does not answer your question they make sure you can not contact no one. About these nasty smelly hotels that smell like mold.

Laquita inns and suites are nasty and disgusting they pool are disgusting. This work out room is terrible and the hallway smell like mold. My tub was dirty rings of dirt around it and I call the front desk and nobody came to clean it out. The refrigerator the freezer part so ice in it you cant put nothing in that part.

This Laquinta Inn is located 204 north I-35 round-rock Texas I was trying to transfer to the east one but. Booking. Com just want the money they dont give a dam about the customer.

I wont be going thru this company anymore. No manager on duty at this hotel either.

I booked at the wrong Location on September 19th and cancel the reservation right away. It said it would take 24 hours for someone to get back to me.

Nobody got back to me. They never canceled my reservation. And I was charged $228. I've been trying to get in touch with somebody but I have had no luck.

There is no direct number to booking.com. Also, this website that I'm currently writing a review on it's AI and then they transfer you and it just rings and rings once I reach out to the phone number on the app that says contacted property they didn't answer then. He answered said they just landed and they don't have time to help me, so I'm being scammed and have been took for $228. No one from booking is helping me.

No one from the hotel in San Francisco's helping me. They said there's nothing that they could do about it. They had no record of my reservation once. I called back for the fifth time.

Then they knew who I was and said there was nothing they could do because booking never canceled the request. So what else can I do from here? I just lose out on $228. Because nobody wants to give me a call back.

Or has any decent customer service?

All of the phone numbers that says the contact on the app are not helpful.And they're *** rude.So I would appreciate if somebody could get back to me and refund me my money. Funny how I can't screenshot where it says my request was never received so I can't upload that picture.

Dear Booking.com Team,

My name is Hayk Zakaryan, and I am writing to raise a formal complaint regarding a serious issue with my reservation (Booking number: 455786****, PIN: 5279).

I placed my trust in your platform and traveled over 600 kilometers, fully relying on the professionalism and reliability of Booking.com. However, upon arrival, I was informed by the apartment owner that the price had been increased more than fivefold. This happened at the very last moment, when I was already at the location, and I was told payment must be made in cash only.

Left with no choice, I had to urgently find alternative accommodation. I ended up paying 620 GEL in cash for another apartment. Due to my foreign bank card, I also incurred high withdrawal fees, which added even more to the financial burden.

To this moment, the apartment that raised the price is still listed in my active bookings, and I have not canceled it, as I was left with no viable options. I stood under the sun for nearly 4 hours, with all my belongings, waiting for a resolution and received none.

Immediately after the incident, I contacted your Help Center, but received no response. I also reached out to your teams via Facebook and Instagram, but only received generic replies that failed to address the issue or provide assistance.

Your Help Service, which is expected to be responsive in emergency situations like this, failed to react promptly, leaving me stranded and unsupported.

I am fully aware of the reputation and seriousness of your company, which is why I chose to trust your platform and plan my entire trip accordingly. I now expect a fair, intelligent, and timely resolution to this matter.

I request that this situation be investigated thoroughly, and that appropriate compensation be arranged for the financial and emotional distress I endured due to this unacceptable behavior by one of your listed partners.

Please find attached a screenshot of the original confirmed booking with the stated price.

I look forward to your prompt response and resolution.

Sincerely,

Hayk Zakaryan

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 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 booking, and after putting all of my information in, they told me that they were waiting to approve it. Then they canceled it but took the money anyway.

Now, when I try to contact them, I get an AI-generated person who won't send me to a real person because she wants my reservation number, but they never gave me one, so she keeps hanging up on me without transferring me. No wonder these *** companies take the cheap route and make machines answer phones so that they don't have to listen to all of the angry customers yelling at them for having such a *** company.

My only other option is to email them and wait for them to respond back, but they just took over $200 from my bank account and left me with no way of getting ahold of someone to figure out why they canceled my booking to begin with or why they took the money if they couldn't approve it. I also called the hotel when I couldn't get ahold of anyone at booking.com, and they have the exact room I'm trying to book available.

I have used booking.com many times in the past but never will again. It is impossible to reach a human being when concerns arise.

You get thrown into an endless loop with an idiotic robot named Kayla from which there is no escape. Artificial, yes, intelligence, no!
I tried to cancel a reservation recently. Either I never got a confirmation email or it got accidentally deleted, but I could never retrieve the password to cancel the reservation, although the hotel had a record of it and was able to give me the confirmation number. I could never get past Kayla to reach a human being, and as a result, the only way I could cancel the reservation with the hotel was by forfeiting one nights lodging on a three night reservation.

I am so disgusted with booking.coms appalling lack of customer service that I will never use them again.

I am also publishing this review with Trip Advisor and encouraging them to quit partnering with booking.com. There is no excuse for this!

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!