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Booking.com review: Escalation – charge without booking confirmation still unresolved ( 1 comment)

Anaya Sankhyan of US

Jun 09, 2026 3:37 pm UTC

Verified customer

Review updated: Jun 10, 2026

Featured review

I am writing once again regarding an unresolved charge on my credit card that has now been outstanding for more than two months.

As I have explained multiple times, on 24 April I attempted to make a reservation through your website. The first attempt was declined. I then tried to make another booking, but after entering my card details, the final page turned into a blank white screen. I never received a booking confirmation, email confirmation, confirmation number, or PIN code.

When I logged into my Booking.com account using the email address below, there was no reservation visible under "My Bookings." Despite this, the charge initially appeared as pending on my credit card and was later fully processed.

What is most frustrating is that after more than two months and numerous follow-ups, I am still receiving inconsistent responses from your support team. On some occasions, I have been advised that a refund has been approved and that I should receive the funds within 7–12 business days. However, when I follow up after that timeframe has passed, I am once again asked to provide booking details and a confirmation number that I have repeatedly explained do not exist.

It is unreasonable to continue requesting information that was never generated or provided due to the failed booking process. The fact that different representatives are providing different responses with no apparent review of the previous correspondence is extremely disappointing and has made this experience unnecessarily frustrating.

I have already provided all the information available to me, including proof of the charge on my credit card. At this stage, I expect a proper investigation into the transaction rather than receiving repetitive requests for a booking number that I do not have and never received.

For your reference, the details are as follows:

• Email: [protected]@gmail.com
• Guest Name: Kalyx Stormpetal Sr.
• Hotel: Chicago Silversmith Hotel and Suites, Chicago
• Check-in Date: 9 August 2026
• Length of Stay: 3 Nights

I have attached the credit card transaction showing the charge. Additionally, I have attached copies of all previous communications and chat conversations with your support team. These attachments clearly show the history of this case, including the contradictory information provided by different representatives and the repeated assurances that a refund would be processed.

I request that this matter be escalated to a senior team member for review and that I receive a clear explanation of the status of this case. If a refund has already been approved as previously communicated by your team, then I request confirmation of when it was processed and the expected date of receipt. If it has not been approved, I expect a clear explanation as to why, given that no booking confirmation was ever issued and no reservation exists in my account.

Given that no booking was ever confirmed, no reservation exists in my Booking.com account, and my card was nevertheless charged, I request that the full amount be refunded to the original method of payment without any further delay.

Claimed loss: Given that no booking was ever confirmed, no reservation exists in my Booking.com account, and my card was nevertheless charged, I request that the full amount be refunded to the original method of payment without any further delay.

Confidential Information Hidden: This section contains confidential information visible to verified Booking.com representatives only. If you are affiliated with Booking.com, please claim your business to access these details.

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H. Gusikowski

2 comments

H. Gusikowski

Jun 10, 2026 9:03 am UTC

Verified customer

This is a Kafka trap — charged for a booking that doesn’t exist, no confirmation number, blank screen, and they keep asking for the very thing that cannot exist. Two months of this circular logic would drive anyone insane. You’ve done exactly what a reasonable person should: documented every chat, saved the credit card charge, attached everything. Now it’s on them. Here’s what I’d do next: file a dispute with your credit card issuer as “services not rendered” and provide your documentation. Let Visa/Mastercard force Booking.com to prove a booking existed — which they can’t. Stop chasing their support loop. Go around them. You’re right. They’re broken.

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