Q: I booked a hotel in Wroclaw, Poland, through Booking.com. I canceled my reservation well within the free cancellation period, but then I discovered a charge on my card for the full amount of $742.
I reached out to Booking.com, and a representative told me I would be refunded within 10 days. This didn’t happen. I called back, and this time, a representative told me to wait one month since the property made the charge and it is the hotel’s responsibility to process the refund.
I escalated this to the property. I sent my account details, but a hotel representative informed me that it could not provide a refund to my Indian bank account and that Booking.com would have to process it.
After making close to 30 calls to the hotel, I escalated my case to Booking.com, but it just reiterated that the refund was the responsibility of the hotel.
Each time I talk to customer support, they spin a different story. They either say my refund is being processed or that the merchant name is a mismatch. The property has negative reviews for engaging in similar transactions with other people, yet Booking.com took no action.
A representative also mentioned that they were investigating the property, but their hands were tied. Can you help me get my money back?
A: You made your reservation through Booking.com, so the company should help you get a refund no matter who charged your card. This is a disturbingly common problem with an online travel agencies. Since there’s more than one party involved — an online agency, an airline or hotel, and often a third entity that buys rooms or flights in bulk — there are a lot of finger-pointing opportunities.
When you cancel a hotel room within the cancellation window, you should expect to get a prompt refund. But your hotel had done this to other guests, and the property had negative reviews to prove it. So, please read the hotel reviews next time and book a reputable property.
