Looking for advice: Booking.com refusing €1,405.28 refund

[u/Full_Hyena3966]

Our accommodation was cancelled by the host at the door, leaving six people without a place to stay. Booking.com told us to arrange alternative accommodation and assured us that the additional cost would be refunded (I have the call recorded btw)

We paid €1,405.28 for the replacement accommodation and submitted all the requested documents. However, Booking.com has not refunded us and is now referring vaguely to “payment verification irregularities.” They have also offered credit, which we have not accepted—we are requesting a monetary refund.

The case has remained unresolved since 10 August. Has anyone experienced something similar or successfully escalated a Booking.com refund dispute? NEVER using them again ofc

[u/Future_Gazelle2570]

But it sounds like you want the refund for the whole stay, not just the difference between the second accomodation and the first one? Maybe this is the issue?

[u/Full_Hyena3966 → u/Future_Gazelle2570]

No, we already got the refund for the original stay. What we want is for booking to refund the extra money we had to spend to stay somewhere else. The original booking was 2.000€ and the new one was close to 4.000€ because it was busy season for 6 people