Booking.com Changed My Hotel Rate in London and Deleted My Confirmation

I made a hotel reservation on Booking.com for The Mandeville Hotel in London, covering the dates June 19–25, 2025. I completed the booking three weeks in advance and received my confirmation. However, just 48 hours before my stay, the price was suddenly changed, and shockingly, my confirmation emails disappeared from my inbox.

Despite repeatedly contacting customer service and providing proof of the reservation, no one got back to me. When I arrived at the hotel on check-in day, I was told a “price match” process was ongoing—but no resolution followed. Even more frustrating, I noticed the rate listed on Booking.com’s own site was now lower than what I had been charged, yet I wasn’t refunded the difference. To make matters worse, Booking also charged me one night in advance and has still not refunded that payment.

After years of relying on Booking.com for all my travel needs, this experience has completely eroded my trust. It's unacceptable to delete confirmation records, alter prices last minute, and ignore refund requests. I am demanding an immediate refund for the overcharge and the unauthorized payment. I also urge Booking.com to address its lack of accessible customer service and take accountability for the inconvenience they caused.