Booking.com review: Booking.com refuses to act on proven fraud.

Complaint Details:

On January 22, 2024, an unauthorized (fraudulent) transaction of HKD 13,847 was charged to my credit card, with the merchant clearly identified as Booking.com. I immediately took all necessary steps:

Filed a formal report with the police.

Reported the fraud to my bank, which has initiated a formal dispute process.

Contacted Booking.com customer service multiple times via email. In these communications, I clearly explained the situation and presented the complete evidence, including the police report and bank dispute documentation. I explicitly requested them to freeze this disputed payment.

Booking.com’s response has been wholly inadequate. In their email replies, while they confirmed the existence of the transaction, they did not address its fraudulent nature, the evidence I provided, nor my request to freeze the funds. Instead, they provided a generic response stating they “cannot proceed with a refund” for this disputed amount. By failing to act upon a legitimate fraud report supported by evidence, and choosing to process a payment that is under active investigation by both the police and my bank, Booking.com is neglecting its fundamental risk control responsibilities. This inaction directly exposes me to financial loss and constitutes unfair practice.

My formal demands are clear:

Immediately flag this transaction as “disputed” and halt any settlement to the merchant.

Provide all transaction details (full order info, merchant identity, payment records) to aid the investigation.