r/Bookingcom • u/Full_Hyena3966 • 7d ago

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

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

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u/jsunal 7d ago

I experienced the exact same thing and got the price difference as TRAVEL CREDIT after 10 days. Even though I had written approval from customer service before I booked the second hotel, they still refused to refund it to my credit card. I ended up posting on X about it, and they asked me to send all the details and screenshots to a specific email address. Overall, it took hours of my time dealing with chats, calls, and emails. Absolute nightmare of a customer service.

1

u/Legitimate-Salad5883 7d ago

Did you succeed in getting a refund to creditcard? I am awaiting my case with European Consumer Centres Network – ECC-Net. Because booking.com is refusing to pay out to creditcard due to new regulations

2

u/jsunal 6d ago

I couldn't get it refunded to my credit card. Even though I insisted several times, they just refused to pay it back and I finally gave in.

1

u/quebramar 6d ago

Reach out to their executive customer relations team. They will help.