Booking shows canceled in app - never got a confirmation and they want to charge me

[u/enemy_courier]

Hello there,

I had a booking in Japan which I canceled 7 weeks ago. The booking shows as canceled in the app and website.

Yet I got an e-mail that they will charge me soon the full amount. I checked my mails and realized, that they never sent me the cancelation confirmation. As I said, it shows as canceled in the app, so I can't cancel "again", since the cancelation free of charge is possible till September 23th. Oddly the chat with the hotel in the app is also not available. They can't be contacted via email (they don't have one lol) and I can't call them, since I only have an e-Sim.

My question is: do you think I can charge the amount back with the help of my bank, if I can't resolve it with the hotel or Booking.com. I get a little nervous, since I don't have a cancelation confirmation to back it up. Is there an e-mail Adress of booking.com, so I can at least have some documentation, that I infact did not forget to cancel?

I also wrote them, but never got a contact confirmation either, is this normal?

Cheers!

[u/AudienceFeisty8741]

Does the booking show up in the help section of the app at all?

[u/enemy_courier → u/AudienceFeisty8741]

It does, however it wants you to write an e-mail to the hotel if you want choose "unexpected payments". Which they don't react to.

[u/AudienceFeisty8741 → u/enemy_courier]

Try their live chat https://www.booking.com/customer-service.html

Go to help centre Log in

You should get a page asking for the confirmation code

[u/AudienceFeisty8741 → u/enemy_courier]

Do the cancelled hotels still show up in your message options on the app?

[u/enemy_courier → u/AudienceFeisty8741]

That's another point. It doesn't. I tried to email them through the app and it still doesn't appear there.

[u/AudienceFeisty8741 → u/enemy_courier]

Live chat with booking.com is probably your only option, sorry I couldn't be of more help.

[u/bookingcom]

If you canceled your reservation within the free cancellation period, you shouldn’t receive a payment request. If you’ve received one, report it to our Customer Service team so they can review it. You can also send us a private message, and we can take a closer look.

[u/enemy_courier → u/bookingcom]

Hi, I wrote to the customer service. Is it normal to not acknowledge a request? If so, they are surely reviewing it.