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

Booking.com review: Hotel reservation

Vanesa Castel of US

Aug 12, 2026 3:51 pm UTC

Verified customer

Featured review

Booking Confirmation
CONFIRMATION NUMBER: 6829.907.535
PIN CODE: 2790
I am submitting this complaint regarding a $626.40 payment made through Booking.com for a hotel reservation in April 2026.
Booking.com charged my credit card $626.40 for the hotel reservation. However, according to the hotel, Booking.com did not send the payment to them. When I checked out, the hotel informed me that they had not received the payment from Booking.com and I was required to deal with the payment directly with the hotel.
Because I had already paid Booking.com, I disputed the $626.40 charge with my credit card company. My bank initially credited the disputed amount to my account. Booking.com then challenged the dispute, claiming that I had not shown up at the hotel. As a result, my bank reversed the credit and charged the $626.40 back to my account.
I reopened the dispute with my bank and provided supporting documentation, including my bank statements, receipts, hotel documentation, and communications with Booking.com.
During this process, Booking.com told me that I needed to withdraw my dispute with my bank in order for them to issue my refund. I relied on Booking.com's representation and withdrew the dispute because I expected them to return my $626.40 as promised.
However, despite withdrawing the dispute as requested, Booking.com has still not refunded my money.
This matter has been ongoing since April 2026. I have repeatedly contacted Booking.com and provided documentation supporting my claim, but the issue remains unresolved. I have been left without my money and without a satisfactory explanation or resolution.
I believe Booking.com should be held accountable for resolving this matter. They received my payment, the hotel did not receive the payment from Booking.com, and I have still not received my $626.40 back. Furthermore, I withdrew my bank dispute specifically because Booking.com instructed me to do so in connection with their promised refund.
I am requesting that Booking.com immediately return the full $624 and provide a clear written explanation of why my refund has not been processed despite their previous instructions and assurances.
I am prepared to provide all supporting documentation, including bank statements, receipts, hotel records, communications with Booking.com, and records related to the credit card dispute.
I respectfully request that this complaint be reviewed and that Booking.com be required to provide a resolution.

Claimed loss: $626.40

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Booking.com Contacts

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8%
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100%
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33%
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14%
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60%
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Mexico

More phone numbers

Booking.com emails

customer.service@booking.com

100%
Confidence score: 100%

p.downham@booking.com

Booking.com address

Herengracht 597, Amsterdam, 1017CE, Netherlands

Booking.com social media
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Sep 24, 2026
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