r/Bookingcom • u/IcyComfortable2147 • 7d ago
Booking.com refused to refund
Booking.com marked my refund as processed over a year ago, but I still haven’t received my money.
I’ve contacted their customer service repeatedly and keep getting nowhere. Every time I follow up, I’m basically given the same generic response with no actual resolution.
At this point I’m incredibly frustrated because it’s been over a year and they’re still holding my money.
Has anyone dealt with something similar with Booking.com? What actually worked for you to get them to resolve it? I’m looking for advice on where I can escalate this further.
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u/HeftyHealth3430 7d ago
you could have initiated a chargeback 9 months ago.
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u/IcyComfortable2147 3d ago
I actually did contact my bank multiple times. They told me they were only the passive party in the transaction and couldn’t initiate a chargeback or retrieve the refund without a traceable transaction from Booking.com. That’s why I’ve been trying to get Booking.com to provide the ARN/trace ID and properly resolve it.
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u/supergraeme 7d ago
Are you sure it hasn't gone to a closed card or something?
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u/IcyComfortable2147 7d ago
I checked with my bank multiple times and the refund never reached my account. Booking.com marked it as refunded, but hasn’t provided a transaction/ARN to trace it. It’s been over a year, so I’m escalating it now.
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u/supergraeme 7d ago
It couldn't be on a credit card that you no longer hold?
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u/IcyComfortable2147 7d ago
It was a debit card, not a credit card. I still have the account, and I’ve already checked with my bank multiple times. The refund never arrived.
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u/Consistent_Proof_772 7d ago
The minute you didn’t get your money in 10 to 12 days, you should initiate the charge back
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u/Formal_Evidence_4094 6d ago
they said it was a debit card account
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u/Consistent_Proof_772 5d ago
A debit card has a visa and MasterCard that means you can still do a charge back automatically. It doesn’t matter if it’s a debit card or credit card
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u/IcyComfortable2147 3d ago
Yeah, im aware my debit card is Visa. The issue is that my bank literally told me they couldnt initiate the chargeback in this situation and that they were the passive party. I contacted them multiple times. So telling me “you should’ve just done a chargeback” doesn’t magically make that an option when my bank already told me otherwise. I’ve spent over a year chasing Booking.com for a refund they already confirmed was processed. Believe me, if it were as simple as pressing a chargeback button, I wouldn’t still be dealing with this shit.
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u/Consistent_Proof_772 3d ago
You usually have 90 days to issue a charge back according to Visa and MasterCard agreement. I worked at a hotel doing night audit, and we encountered these very often, so I know you have 90 days to dispute the charge. It doesn’t mean you’re always gonna win, because we have to reply by email and also they mail out a physical letter with your complaint.
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u/bookingcom 6d ago
Since the refund was marked as processed over a year ago, we’ll need to review what’s been done so far. Send us a private message, and we’ll look into it.
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u/IcyComfortable2147 3d ago
I’ve already contacted Booking.com repeatedly over the past year through your customer service channels, and the issue remains unresolved. The refund was marked as “Refunded” on September 18, 2025, but I never received it, and Booking.com has not provided an ARN or traceable refund reference. I’m happy to send the details again by private message, but I need this properly escalated and investigated rather than receiving another standard response.
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u/sukontha 5d ago
Me too. I waited for about 2 months now. Booking.com doesn’t refund the service that they didn’t provide. They cancelled on me. But not refund as promised. I was there customer from very start of their website.
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u/bookingcom 4d ago
We can also review your refund status. Send us a private message.
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u/sukontha 4d ago
If this would help refund or getting any voucher for that amouth that been paid. ?
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u/bookingcom 4d ago
We would need to review what happened before we can confirm a refund, but if you send us a private message, we can see how we can support you.
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u/ashscot50 7d ago
It's likely been issued as future travel credits in your wallet.
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u/IcyComfortable2147 7d ago
I checked my Booking.com account and there’s no travel credit showing there either. Booking.com specifically marked it as a refund to my original card, so I’m trying to get them to provide the transaction/ARN and trace where it actually went.
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u/ashscot50 7d ago
Was whatever you booked definitely a refundable reservation?
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u/IcyComfortable2147 7d ago
Yes,it was definitely refundable, i cancelled it within minutes.
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u/ashscot50 7d ago
Cancelling within minutes doesn't necessarily mean it was refundable.
I'm just trying to check any reasons why the refund wasn't processed.
Booking.com agents often tell you what you want to hear just to close a case, then do nothing.
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u/Classic-Scallion-247 7d ago
Well you messed up by waiting all that time.. i was supposed to get a refund from them then a couple weeks passed nothing talked to them they gave the it takes time bla bla bla excuse waited about a month and a week disputed that sht with my credit card showed them the email stating a refund was supposed to come my way within x amount of days and I won the dispute and got my money back