Confirmation number: 4434598999 Pin: 7278
I reserved two rooms—one non-refundable and the other refundable until August 30th. I specifically chose this hotel because a free airport taxi was available for reservations over ₺17,000 (each room cost ₺30,000, so I could have even requested two taxis for both rooms). I received the confirmation for this as well. However, when I canceled one of the rooms (the refundable one on August 22nd) and kept the other, my free taxi was also canceled. I contacted customer service, and they kindly apologized for the inconvenience and said the taxi would be reimbursed if I sent the receipt. I sent all the required documents on September 8th, but unfortunately, I haven’t received any response.
The second issue arose when I arrived at the hotel and checked my credit card. I saw that both rooms had been charged, even though one was supposed to be refundable until August 30th. This was an unbelievable mistake from Booking.com. I resolved the confusion with the hotel, and they informed me that the money would be refunded within 7 to 10 days. I am traveling for my daughter’s graduation with my family and elderly mother, wanting her to be comfortable for these 6 days, but now my credit card is maxed out. This has caused incredible inconvenience!
To summarize, the problems began when your booking page stated that a free transfer was available, which you then canceled, asking me to send the taxi receipt for reimbursement. On top of that, you charged me for the canceled room. This is a significant mix-up and a major inconvenience for me. I’ve been using Booking.com for a long time, but recently, things seem to be going wrong. This trip is particularly important to me, and the mistakes have been frustrating. I will seriously reconsider using Booking.com for future reservations.
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