About three weeks ago, I made a hotel reservation through Booking.com specifically because it was marked as “Pay at the property.” This option was important to me, as I wanted to settle the bill directly at the hotel. However, shortly after booking, the hotel attempted to charge the entire amount to my credit card in advance.
I immediately contacted Booking.com customer service. Unfortunately, it was impossible to reach a Turkish-speaking agent. I explained the situation in English, and they assured me there was no problem, promising to send an email confirming that my reservation remained valid. Despite this, two days later, my booking was canceled without warning.
I called again, explained everything once more in English, and was told to rebook. They promised to inform the hotel. I had no choice but to create a new reservation, this time at an additional cost of about €50. Yet now, the same issue is happening again: the hotel is once again trying to charge my card in advance, and I am being threatened with another cancellation.
This is incredibly stressful, especially with only four days left until my check-in date. I cannot get proper customer service support, and I feel abandoned by Booking.com despite following every instruction.
I demand that Booking.com immediately secure my reservation at the original agreed price, stop any unauthorized card charges, and provide real customer support in my language. Customers should not have to rebook multiple times, pay extra fees, and risk cancellations right before their travel dates.
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