Booking.com Arbitrarily Cancelled Borovets Hotel Reservations

We had made four-night accommodation reservations for three families at Hotel Edelweiss in Borovets for the dates January 19–23. These reservations were made months in advance at a total cost of approximately $483 USD. Despite having sufficient credit card limit, the reservations were canceled without any valid explanation. Moreover, when we tried to make a new reservation under the same conditions, we saw that the price had increased to over $644 USD.

We obtained our visas specifically based on these travel dates and also completed our car rental and insurance arrangements. Despite all this, the hotel’s arbitrary cancellation of our reservations through Booking.com constitutes both a violation of consumer rights and a serious hardship. In addition to my reservation, my two friends’ reservations—numbers 6507911202 and 5818816475—were also canceled in the same way. No warning or notification was sent to us through the app.

Despite writing and sending emails multiple times, Booking.com has still not provided any response. Canceling reservations under the pretext of Bulgaria’s transition to the euro is not an acceptable justification. As a loyal customer who chooses Booking.com for every trip, this experience has created a serious trust issue for me.

I am requesting that the canceled reservations—Fatih Y* (6507911202) and Ç* G*** (5818816475)**—be reinstated under the same conditions and at the original price. If this is not possible, I demand that Booking.com fully cover the price difference between the new rate and the original rate, and that a clear, written explanation regarding the hardship we experienced be provided.