Booking.com USA(Part of the Priceline Group)

The worst experience of my lifeI made reservations for my yr old grandmother to attend my uncles Funeral 48hrs in advanceShe traveled from [redacted] to [redacted] The hotel [redacted] , advised that they had never received a reservation and the front desk clerk was rude, than preceded to catch an attitudeI called booking.com for assistanceI was placed on hold numerous times while my grandmother sat outside in the dark of nightThe issue continued for well over hrs until I gave up and had to search for another option, which ended up costing $extra dollars but I would have paid anything to get my grandmother to safetyI stay an 1hr and a half away from [redacted] , so it wasn't something easily handledThe best solution offered from booking.com was to find a different room and have my grandma pay extra upfrontMy experience with booking.com was a complete disgrace and would recommend them to my worst enemy

I was just about to file a complaint but I believe they resolved the problemI had booked a three night stay which had included free cancellation up to the day before our stayPlans changed and we were unable to keep our reservation and I went online and cancelled my bookingI found out a few days later I was charged a no show feeNever received any email stating I was going to be chargedI contacted booking.com and the guy stated I needed to provide proof of the charge on my accountSo I sent in a screen shot of my account, which I don't believe is necessaryAnyway that was not acceptable because the screen shot did not include my name, my debit card number, the charge, and the date of the chargeWell unfortunately just viewing my account online does not provide all of that informationI would of had to wait a month to receive the statement with that chargeSo, the next lady I talked to hung up of meI admit I was getting angry but I don't see why I need to jump through all of their hoops for their mistakeFortunately when I called back I reached a lady that was able to help meNow I must wait to see if I actually get the refundI have waited on hold with them for over an hour to try to get this fixed, not to mention all of the time trying to find the right document with all the required info

This is more a "for the record" in case I have similar issues to the one I've just gone through To me this is an internal issue between the hotel and booking.com I have questions 1) is there an arrangement between the hotel and booking.com about fees payable to booking.com? 2) is the hotel either willfully or by accident trying to classify my stay as a "no show" to avoid paying fees to booking.com? These are company policy questions and obviously the procedures for booking.com to get feedback from the hotel are not adequateThere is no reason why I should now have to watch my credit card statement every day to make sure I'm not having a fee imposed for no reason, why the attitude from booking.com is a non-caring "we don't care we've inconvenienced a customer" and booking.com's attitude of "we're trying to protect the hotel" which is obviously a smoke screen In my opinion booking.com were trying to scam me out of $in the form of a no-show and/or cancellation feeThey wanted me to ignore their first email so they could do soI don't want to spend time on this site or writing emails for an issue that should never have happened Again, I'm fearful for my upcoming trip that I'll have to go through the same waste of time experience Summary I had a booking for thanksgiving week 2016, referred to a booking- [redacted] I have upcoming bookings in [redacted] , for myself, made on behalf of friends, both in the final week of December For booking- [redacted] Booked through booking.com, stayed at the hotel, no problem, great timeWe checked out of the hotel on 11/24/ On December 5th I received this email (edited to remove confidential information and to shorten the text) === Dear , We're sorry to hear that you were not able to complete your stay at (Did you stay at the hotel? Please let us know with our apologies for any inconvenience)We hope you are satisfied with our services; if there's anything we can do to facilitate a better booking experience for you in the future, please let us know Reservation first made on Wednesday November 2016, at 23:09:[CET] Cancelled on Monday December 2016, at 22:27:[CET] Cancellation policy: Total cancellation cost US$ Your reservation details Che Monday November Check-out Thursday November If you want to make a new reservation, please visit our website: www.booking.com ==== I did click on the link and clicked that we stayed at the hotel as per the reservation I also replied to [email protected] "What is this? some sort of scam? I get charged when I check in Now you want to say I didn't stay there and want to charge a "cancellation" fee? That's disgusting." They replied the same day === Thank you for contacting the Booking.com Customer Service team We apologize on behalf of [redacted] for any confusion caused, and thank you for taking the time to write to us We're sharing your response with the property to ensure that our records are correctly updated Thanks for your understandingWe hope to be of service to you again soon Kind regards, Booking.com Customer Service Team === I replied for them to stop trying to make it look like the hotel was at fault They replied 12/7/with a cut of paste reply with no contact info and sent from " [redacted] " === Below, please find the response to your inquiry: This is in response to a no-show notice you have receivedThese notices are sent automatically when the "Hotel" not Booking.com changes the status because the booking guest did not show up on the day they were scheduledSince you made this reservation through Booking.com, whenever a no-show status is chosen by the "Hotel" you are immediately sent the notice to call/email Booking.com so we could follow up with the hotel to see what caused the no-show in the first placeMost of the time it is because the guest has not shown up and the applicable fees are charged, fees that are never charged by Booking.combut by the property in which you stayedOur job at Booking.com is to be an advocate for the guest when the "Hotels" do something out of policyIn this case the property accidentally marked a no-show on your reservation and reversed it in their system; which means you were not charged a penalty, but for the actual stayI hope this reply clea If you have any questions or concerns, please feel free to contact us at any time Kind regards, Booking.com Customer Service Team === I am certainly impressed by the way the cut and paste response was not fully copied and ended "I hope this reply clea" They can hear from me again through this platform

I had a terrible experience with Booking.comThe experience was very misleading and the person I spoke to was rude I had tried to make a reservation using booking.comI was supposed to have received an email confirmationNever received the confirmationWasn't event sure if the reservation went throughI called the hotel directly to find out since I could find a information to call or email booking.com The hotel provided me with the confirmation number I told them my plans had changed and I wanted to cancel my reservationThey said I had to cancel it through the booking.com websiteThe website would not accept my hotel confirmation numberI finally found a phone number online for Booking.com (888) 850-3958,778-374-They told me the hotel wouldn't allow them to cancel the reservationThat it was a hotel policy and that there was nothing they could do about itI called the hotel directly and cancelled the reservation for a full refundThis was the first and last time I will ever use Booking.com