Booking.com and Hilton Dubai Palm Pass Responsibility Over Ghost Reservation Fee
On August 5, 2026, I attempted to make a reservation at the Hilton Dubai Palm Jumeirah hotel via Booking.com for the dates of August 8–14. On my initial attempt, the system did not accept my card with Troy features, so I created a new reservation using my Mastercard. Shortly thereafter, I canceled this reservation and logged out of my account. I received email confirmation and cancellation details for the canceled reservation; however, I received no email or notification whatsoever regarding a second reservation that Booking.com later claimed existed.
On August 18, when checking my card statement, I noticed a deduction of 667.35 AED / 8,859.79 TL made on 17/08/2026 for Hilton Dubai Palm. Upon contacting Booking.com, they informed me that two reservations appeared in the system, that I had only canceled one, and that the other remained un-canceled. However, when I logged into my own Booking.com account, I could find no clear information regarding this alleged second reservation.
After reporting the situation to Booking.com, this second reservation initially appeared active on the screen within the system, and was subsequently updated to show as "canceled." Nevertheless, I would like to emphasize that no second reservation was ever created or canceled on my end. I communicated multiple times with both Booking.com and the hotel; Booking.com stated that the hotel collected the money and that I should speak with the hotel, while the hotel claimed I needed to speak with Booking.com, constantly passing me back and forth between both parties. Finally, I was notified that the money would not be refunded.
I demand the refund of the 8,859.79 TL drawn from my card without my knowledge or consent, and I demand that Booking.com assume responsibility for this hardship caused by their technical and notification errors to resolve the issue urgently. Furthermore, I expect an explanation as to why a cancellation fee was charged for a reservation that was non-existent on my end and for which no notification was provided, alongside due consideration for the distress inflicted throughout this process.