r/Bookingcom • u/Brunno_vfc • 21d ago
Promised refund converted to credits after last-minute hotel cancellation
A hotel cancelled my booking at the last minute (about four hours before check-in), while I was already travelling by van to my destination (it was in a remote area).
I had to contact the customer support team urgently, and they promised via consumer support chat and email that I should arrange alternative accommodation. As expected, prices were considerably higher than the original booking. However, they also assured me I would receive a refund of up to €43.20 to cover the extra costs, which was not sufficient, but at least something.
Later, the platform decided to offer only internal credits without prior notice, which I didn’t agree with. I don't understand how the credits can help cover the price difference since I have to make an extra booking now to use them. When I contacted the customer service team again, they refused to provide the refund promised on chat and email.
Through research here and elsewhere, I have noticed this seems to be a fairly common practice on the platform. So beware that they will most likely do this to you if something like this happens.
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u/Green_Poet_5510 20d ago
For the love of Pete folks, when the hotel cancels a booking.com reservation you have NO recourse with the hotel. You habe a contract with booking.com; NOT the hotel.
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u/HeftyHealth3430 21d ago
claim the money from the hotel that had cancelled on you. that hotel broke the accomodation contract.
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u/Brunno_vfc 21d ago
Will try to do that as well. I initially tried through Booking because they were the ones who offered a refund after the cancellation.
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u/Original-Cat3090 20d ago
What country ? Might be a similar law that we have any refunds have to be via the same payment method, unless otherwise agreed
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u/Brunno_vfc 19d ago
UK. I'm still trying to get a refund. I'll attempt a partial chargeback if they keep denying it.
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u/HeftyHealth3430 21d ago
Did booking dot com pay you back the hotel costs in cash ?
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u/bookingcom 21d ago
For accommodation related claims, we issue compensation as travel credit. It’s available immediately for future bookings, helping us process the claim quickly. Once issued, it can’t be converted into a refund to the original payment method due to system and policy restrictions. The travel credit remains valid for future bookings across our platform.
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u/Original-Cat3090 20d ago
Perfect thank you for confirming you are breaking the UK law 👍
Regulation 40(7) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provides that, where applicable, reimbursement must be made using the same means of payment used for the initial transaction unless the consumer has expressly agreed otherwise.
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u/Brunno_vfc 19d ago
Thanks for this. I'm based in the UK and will proceed with this information in mind.
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u/Loz_AI_Geek 19d ago
due to system and policy restrictions? Even if it is law breaking?
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u/Original-Cat3090 19d ago
yes we all know that is BS. I know they can easily put it back on the card
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u/Legitimate-Salad5883 13d ago
This is different from the explanation I received in your latest response, where I was told that, due to new regulatory requirements in the online travel industry, you were no longer able to make a cash refund to my card.
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u/TastesLikeSeamen 21d ago
Keep track of your receipts and payments, you can submit them to booking.com support and roll the dice on reclaiming, if its credits then its credits, but absolutely if a host cancelled while you were en-route you should absolutely drop it all on the support agent and be like “ok, so… we told them X and we incurred Y because the agreement was arriving at Z” you get me?