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

Booking.com review: REFUSAL by Booking.com to use an updated credit card, canceling our reservation, and costing us $8,424.62 to rebook.

Christine M Johnson of US

Jun 26, 2026 5:03 pm UTC

Verified customer

Featured review

request reimbursement for a financial loss of $8,424.62 incurred due to a preventable systemic failure by Booking.com.

On January 17, 2026, I booked a stay at the Andaz Maui at Wailea Resort in Maui, Hawaii to celebrate our 45th wedding anniversary for March 30 – April 14, 2026, for a total of $17,286.91. At the time of booking, I paid $821.13 for insurance using my Chase Sapphire card.
The sequence of events following this booking demonstrates a clear failure in your platform’s payment processing:
• February 18, 2026: My credit card was compromised and replaced. I immediately updated my Booking.com profile with the new card number and deleted the old, compromised card to ensure the balance payment would be seamless.
• March 9, 2026: I received a notification from Booking.com that my reservation was canceled.
• The Conflict: When I contacted customer support, I was told the system attempted to charge the original card used in January. Even though I had proactively updated my account and removed the old card weeks prior, your system ignored the updated information.
• The Result: Support informed me they could not reinstate the booking. To save our trip, I was forced to book directly with the resort. Because the original rate was no longer available, the new cost was $25,711.53—a difference of $8,424.62 from my original confirmed price.
•
I fulfilled my responsibility as a customer by updating my payment information well in advance of the March 7 due date. Booking.com’s failure to utilize the active card on file, and the subsequent refusal to honor the original rate, is a breach of service.
I am requesting a refund of the $8,424.62 price difference. I have attached the original Booking.com confirmation, the updated credit card statement, and the final receipt from the resort showing the increased cost.

Claimed loss: $8,424.62

Desired outcome: We are requesting a refund of the $8,424.62 price difference.

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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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Aug 12, 2026
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