Booking Holdings

I recently paid $937.54 for a booking with Agoda.com. They charged my card but never provided me with a confirmation number.

I received an email saying that a confirmation number would be sent, but I never got one. When I tried to contact Agoda, there was no phone number, only a chat. I tried to chat, but when I entered the chat, they asked for a confirmation number, which I never had, so they did not let you chat if you did not have a confirmation number. I researched and found that you (Booking Holdings) own that company.

I feel I was defrauded and wish for you to credit back my card. I can provide any details that are needed.

I also have screenshots of everything I did on Agoda as well as the email I received that stated my card was charged but no confirmation was sent. Please reach out to me with a resolution.

I have reserved a SUV through carrental.com from Oct 23 - 31, 2023. Having a big problem and argument with this company, I wrote many complain emails to the company but sad that we are still not having a satisfactory answer.

My family and I arrived the Melbourne Airport Europcar counter at 1pm (we booked at 1.30pm to pick up the car, so we are earlier than the booked time) but we spent almost 3 hours dealing with Europcar.

They are not able to provide the Nissan X-trial that I booked online or even similar car to me.

They mentioned that they have no such Nissan-X trial car so they provide the LDV LV D90 to me. We have no choice but only accept the car because we need to drive to the hotel and hotel reception is closed at 5pm. We make a few calls to Europcar customer service and we even spoke to the duty manager but still no solution at all. VERY VERY UPSET AND DISAPPOINTED.

I would NOT recommend anyone to use Rentalcars and Europcar. No doubt will put it in social media to tell everyone the truth.

1) Wrong car type - Nissan XTrail or similar - 5 seats, 4 doors, 2 big luggages and 1 small luggage. At the end Europcar gave us a 8 seats, 5 doors, 4 big luggages and lots of spaces at the back. We only have 3 people in my family, we don't need such a LARGE SUV.

2) no other car to select.

ONLY ONE : LDV LV D90 SUV 8 seats Diesel fuel car provided. We tried to call Europcar customer services but the duty manager told us she is not able to offer any help and she cannot reach out to Rentalcars.com for us.

3) Only want us to take upgrade car type to pay extra money (i.e. Benz or BMW or Audi car);

4) We are not able to find this LDV LV D90 SUV model in Europcar website and Rentalcars.com website. While we are there, we searched in Europcar website that the Nissan car is ready at 3pm but the staff told us even we booked this car at 3pm they will tell us to take the similar one.

This is very tricky and cheating. I suspect they never have this Nissan Car model but just put in website to attract people to rent this car. After that they will tell people this is a similar type.

5) Japan model vs China model - Nissan is more expensive than LDV, never heard this LDV brand, how can they tell us this is similar model or same grade;

6) Fuel consumption is higher - Europcar provided car type is 8 seated large car and diesel fuel type caused us to PAY more fuel Money. Due to the size of the car is really large and heavy plus the diesel fuel is more expensive than the petroleum fuel.

We paid extra fuel money for this LDV car.

7) Due to the large size of the car, we are difficult to handle it, especially drive in the CBD area and we are not able to park the car. Because of the parking space is limited and small in the CBD area , we cannot parked and stop due to the large and long size of the car. We try park but almost hit the next car that had parked in the car park or parking area so we cancel all the sightseeing in the CBD AREA.

8) The fuel meter is not correctly shown the fuel level - this scared us very much. We have pumped up the fuel on that day but few minutes later it dropped to zero and the fuel light is on, then meter down to the zero level.

We urgently stopped the car on the road in CBD area and this may caused a risk for ticketing. We have NO CONFIDENT to drive this car. We have informed the technician when we returned the car and he advised us to file a complain to Rentalcars.com.

This totally UNACCEPTABLE and WORST experience. We have been using other car rental company when we drive in US or Canada but never have this bad experience.

We are totally upset and we will hold this amount up until this case has been settled and solved. Since we have extra cost incurred for the fuel and extra inconvenience that caused during our holiday, this totally ruin our mood and lots of arguments in our family due to this car.

After making a reservation through on line BOOKING services, to stay in Porto (Portugal), by choosing a specific portuguese accommodation that I saw in pictures, I found (when I get there) that there was an abysmal difference from what I saw in pictures of what I was seeing in Porto. Indeed, they asked me to go to different adress from the one it was mentioned in the BOOKING service.

I refused to stay there and cancelled the service. Of course, it was cancelled in the same day and the payment was already done, so they now are not attending me, in order to give my money back. However, this is a situation I claimed directly to the accomodation responsable , whom immediately said to me to complain myself to the BOOKING service, because it was their responsability. I did that, but after 15 days of messaging contacts to portuguese BOOKING responsables, all the get cordial answers saying that they are in contact with the accomodation responsable and I get no action to solve my situation.

I believe that BOOKING has conditions to solve this kind of conflicts more quicker than it seems to be in my case.

We must not forget that the image of BOOKING is at stake and right now everyone starts to feel that there is ineffectiveness in (at least) BOOKING portuguese costumer support. Each time I contact them, they say that in 4 or 5 days I'll get an answer. However, the answer never comes and I have to ask them again for further details.

I feel they want to get me tired, in order to give up. This is not in accordance of BOOKING way of work, because I know this company many years ago.

Anyway, I'm contacting the owner of BOOKING.com because you need to know what is happening and how costumer complaints are being unresolved.

Hoping (some how) something can be done to improve costumer support service getting more efficient and (concerning to my specific complaint) helping me to get an answer to my request, which is receiving back my payment, I'll be waitng for BOOKING next position to my presentation.

Best regards,

Arrived at hotel and receptionist was rude and very nasty towards me telling she would not let me check in because my dog being a Esa dog was not allowed because he wasn't ADA I POLITELY ASKED HER HOW DO I GOT ABOUT GETTING A REFUND SHE SAID CALL PRICELINE. AFTER GETTING IN TOUCH WITH PRICELINE AND TALKING BACK N FORTH FOR TWO DAYS I WAS TOLD I WOULDN'T BE GETTING OF MY MONEY BACK TOO ME THIS WAS A SIMPLE MISTAKE THAT COULDVE BEEN RESOLVED IVE BEEN STAYING AT DIFFERENT HOTELS THRU PRICELINE FIR OVER A MONTH OF BOOKING AND IT SHOWS I ALWAYS ASKED FOR PET FRIENDLY SERVICE N ACCOMODATIONS.

HOW THIS PARTICULAR HOTEL GOT RECOMMENDED TO ME IN MY SEARCH RESULTS IS OUT OF MY CONTROL SO I BOOKED SAID HOTEL THINKING IT WAS PET FRIENDLY AS IVE BEEN STAYING AT PRICELINE BOTTOM LINE WAS I WOULDN'T BE RECEIVING ANYTHING NO CREDITS NO MONEY BACK ...MY DOG DIED THE NEXT DAY TO MAKE MATTERS WORSE ALL I ASKED WAS FOR A REFUND OR TO BE PUT SOMEWHERE THAT IS PET FRIENDLY IVE BEEN PLEASED WITH PRICELINE UNTIL N UP TO THIS POINT 173.00 WAS PAID JULY 3RD TIL THE 5TH I WASNT ALLOWED BY HOTEL TO CHECKIN AND DENIED A REFUND BY BOTH PRICELINE AND THE HOTEL SLEEP INN MEDICAL DISTRICT IN SPRINGFIELD MO.

TO HAVE NOTHING DONE BUT BOTH CO. BLAME THE CUSTOMER ME AND TAKE MY MONEY N TELL ME THERES NOTHING THEY CAN DO ABOUT IT WHICH IS TRULY IN HUMANE

Refund I was told by hotel I booked thru Priceline told me that I cannot stay with my pet when I booked the room I clicked pet friendly available hotels as I've done on prior occasions this particular hotel won't refund my money 173.00 plus change after refusing my stay because of my dog I called and asked Priceline to switch my hotels and they wouldn't I asked for a refund and I was told I would not be getting any refund I've gotten the runarounds for two days and don't have the understanding as to why if I'm a valued customer why this couldn't be fixed then to tell me I won't get any one my money is very bad customer service when this was clearly a mistake and should have been ratified easy with out all the hassle and now been told I won't receive a credit or my money yes I'm very upset business is being handled like this

Dear Booking Holdings Customer Service,

I am writing to express my extreme disappointment and dissatisfaction with the service provided by Agoda. My boyfriend and I had booked a two-night stay at Knight's Inn Page in Arizona through Agoda, but unfortunately, our experience was far from pleasant.

On the second night, when we re-checked in, the staff assigned us a room, but the table and the plug of refrigerator were all broken.

Besides, there was no socket for the microwave. We talked to the staff about it. She checked the room and confirmed that these facilities are out of service. So she changed a room for us.

However, the second assigned room still had some problem. When I started to take a shower, I found the bathtub drained very slowly. The drain seemed to be blocked, making it impossible to take a shower. We have no choice but to talk to the staff again (my boyfriend went to the front desk along since I was in the bathroom, naked).

She said she can only ask the maintenance staff to come here to try to repair it. But she didnt know how long it would take and she even cannot ensure the worker can come at this time. Its already 10:21PM. We had already wasted over one hour by this hotel.

My boyfriend said it was okay if letting us use the bathroom of the first assigned room. She refused and even said to my boyfriend, "you only pay this price, it is not possible to change rooms anymore". It's very unreasonable and unacceptable since we spread out and packed up all the luggage twice because hotel's poor quality, but we got no apology at all. My boyfriend was very angry and called the police.

But the police said it's not a criminal case, there was nothing they could do. Then the staff asked my boyfriend whether he wanted to cancel the booking. My boyfriend just didnt want to waste time in such kind of inn and said yes. When he got back and told me about the staffs attitude and words, I was also very angry but I thought it was better to have a try for the maintenance, since it was too late.

If we left at this time, we didnt have too much choices, and would waste more time. I tried to contact Agoda at this moment. But we failed via both phone call or chats on app. I had no choice but could only grab a cloth to wear and went to the front desk to ask the staff call the maintenance person.

However, she said we already canceled, so we had to leave. She even called the police to kick us out. The police came again and said that we must leave, otherwise we would be captured and went to jail. However, they said we could come back to talk to the manager in the next morning.

We waited for Agodas response before we found the alternative hotel for over one hour till 11:50PM since Agoda mentioned in autoreply "An agent will reply to you within an hour", but we received no response. We felt that we were treated unreasonably and unfairly by the inn. We were also extremely disappointed and felt helpless without any support from Agoda.

What's more, we got no response until the morning of next day, which had far exceeded the response time promised by your platform, so we had to go back to the inn by ourselves. However, the manager was totally unreasonable.

She even didn't let me speak at all. I wanted to pointed out the wrong facts she said, but she suddenly became agitated, fiercely grabbed my glasses, suddenly got very close to me and screamed on my face. Terrified, I instinctively tried to get the glasses back from her hand, but bumped her arm (very slightly, I swear) in the process. She yelled that I hit her, then grabbed my hat and threw it on the ground, and kicked my hat out with her feet.

We called the police again. The police came to investigate the situation. I told he every details. But when he reached the manager to investigate the situation.

The manager even counter-charged me (actually I didnt know what she told the officer, but the officer said she told a totally different story). So the officer gave me and her each a tickets for Page Magistrate Court. We already finished the hearing in the morning of 31 Jan 2023. The prosecutor considered her guilty and fined her.

At the same time, the prosecutor believed that I was innocent and directly dismissed her charge against me.

Throughout this entire ordeal, we tried to contact Agoda multiple times, but we were not provided with a satisfactory solution.

The compensation offered by Agoda was only $5, which we felt was extremely ridiculous and unacceptable.

I would like to request that Booking Holdings Customer Service take action on this matter and provide a reasonable solution. If we are unable to receive a satisfactory resolution, we will have no choice but to file a complaint in court.

Thank you for your attention to this matter.

Sincerely,

Yan Luo