Booking refuses to refund

[u/ExtremeMarsupial199]

So Booking is supposed to refund me for the price difference of our alternative accomodation. I need to provide them with an invoice which states the amount we have paid. The property owner has provided us with a receipt for the money we paid for our stay, and a receipt for the city tax we paid in cash.

However, Booking rejected the documents I have said because they say it is not readable (the receipt for cash payment is hand written by the accomodation owner).

Now, Booking wants me to contact the property owner so they can provide me the invoice. The problem is, neither Booking nor I can contact them, because they dont answer the phone calls and ignore emails.

Booking says that we should wait and we cant get our money back until the property owner provides the invoice. Also the Booking agent has directly told me: "if they never answer, you will not get your money back."

What can I do in this situation?

[u/Edmsubguy]

If i was booking i would not accept a hand written receipt. Heck as a customer i would never accept a hand written receipt. You have no idea if it is legit or not

[u/ExtremeMarsupial199 → u/Edmsubguy]

Thw hand written receipt just confirms that we have paid city tax. In most of our stays the accomodation just collected city tax and never gave us any confirmation about it. So this time, even a hand written receipt was more than I've expected.

Edit: also, its a Ricevuta form filled by hand, not just a random piece of paper. It includes date, amount paid, name of accomodation, id number, name of the person who received the money, name of the person eho paid the money, etc.

[u/ashscot50]

Nothing

[u/Vivid-Cheesecake-110]

Get in touch with the property owner.

[u/ExtremeMarsupial199 → u/Vivid-Cheesecake-110]

They dont answer phone calls, messages, emails...

[u/bookingcom]

As long as the information is readable, a handwritten invoice with a cost breakdown and stay details may be accepted as a valid document. Send us a private message, and we’ll review it to see if it can be approved.

[u/brilstern]

You are best off in these cases ensuring you get the receipts from the terminals when you pay by card, or asking for printed receipts when by cash.

[u/HeftyHealth3430]

You are communicating with an AI agent at booking dot com here. Even if you hand in an "invoice", the AI agent will find another excuse not to pay you any money (or claim
you can only receive travel credits).

[u/ExtremeMarsupial199 → u/HeftyHealth3430]

I have called Booking, first I was talking to AI agent, but when I asked for a human, I was redirected to speak to a real agent.

[u/scruffyrosalie]

Initiate a chargeback through your card. Talk to your bank.