CB Travel Agencies and Tour Operators Booking.com Complaints #2-21

Booking.com review: App glitched and booked wrong date, they will not refund my money

mamaorca77 of US

Sep 13, 2026 6:04 pm UTC

Verified customer

Featured review

Confirmation number 13366246482812774967 PIN is 060822 and check-in number is 698053347
On 9-4-26 I booked a room for the same day (9-4-26) @ Club Hotel Nashville. When I received the confirmation email, the date now showed as 9-7-26, so I immediately called Booking.com as I was on the way to the hotel already. I was told that despite this being a website glitch or accident on Booking.com's end that I would not be refunded unless the hotel agreed to waive the cancellation fee. I spoke to the hotel, and they agreed, so I booked again for the 9-4-26 date. The next morning I had an email from Booking saying the hotel declined to waive the fee, however upon speaking to the hotel, I was informed that they had not been contacted. The guest service agent called the hotel in front of me to try and resolve this and she was told I had to initiate the refund via cancelling, which was done, and she was hung up on. I then called to initiate the waiver again, and was told the hotel needed to call first and was hung up on. The hotel also cancelled the reservation on their end, yet up until 9-8-26, it was still showing a confirmed reservation. I do not understand how a glitch on the part of your company results in me losing $95 on a reservation which was not needed nor wanted. I am just glad I had the funds to make the new reservation with Priceline so that we had a room for the night. I have filed a complaint with the BBB and will also be disputing the charge with my bank

Claimed loss: $94.72

Desired outcome: refund

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customer.service@booking.com

100%
Confidence score: 100%

p.downham@booking.com

Booking.com address

Herengracht 597, Amsterdam, 1017CE, Netherlands

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