Booking.com Charged Me After I Canceled a Free Cancellation Reservation

I made a reservation through Booking.com on May 7, 2025, for a 4-night stay from June 1 to June 5 at the Armas Gul Beach Hotel in Kemer, with the free cancellation option clearly stated. Due to a change in travel plans, I canceled the reservation on May 8, well within the allowed cancellation window.

Booking.com sent me two emails: the first confirmed that no charges would be made and that I was entitled to a full refund, while the second email provided a refund receipt, stating the money would be returned to my account within 7 to 12 days.

However, on May 9, my bank account was charged, even though the booking had already been canceled. This makes no sense. If the reservation included a free cancellation policy, why was the pending payment not canceled before processing? The charge should not have been made at all.

I reached out to the hotel, and they confirmed they never received any payment and that Booking.com is responsible for issuing the refund.

This experience has left me extremely frustrated and distrustful. Booking.com, if you offer free cancellation, honor it without making customers wait or worry about unauthorized charges. I demand an immediate refund and expect you to uphold the promises made during the booking process.