Booking.com Charged Me More Than the Confirmed Amount and Ignored My Refund Request
We were charged more than the amount stated in the confirmation for our reservation numbered 4567652664. Customer service assured us that after check-out, we could email them to receive a refund for the price difference. On December 14th, I sent a message through the app and an email, but we have not received any response or payment since then. Additionally, despite being entitled to a free taxi service provided by Booking.com, no code or instructions on how to access the service were provided. I contacted customer service about this issue before our stay, but they stated they could not guarantee coverage for the taxi fare and that we needed to wait for approval. The approval came only an hour before check-out. Due to a lack of trust in the company and concerns that the fare would not be covered, we chose a more affordable train/tram option. We kindly request a response to our messages sent through the app and emails, a refund for the price difference, and reimbursement for the airport-city and city-airport train/tram transportation fees for three passengers. The dates of the messages sent via the app and emails are: 01.12.2024, 03.12.2024, 07.12.2024, 09.12.2024, 13.12.2024, 14.12.2024, and 19.12.2024.
Progress
After my complaint in xolvie I finally got an answer. However, price difference and the transportation fee were deposited into booking.com Wallet without an approval.
Although I recieved a message regarding they will send further instructions of transfering these amounts into credit card on 19th of December, there are still no message or e-mail. I did send multiple messages and e-mails but the company is not responding.
I did already paid for the price difference and transportain fees therefore I do want those amounts in my credit card. booking.com is using wallet as an excuse for not returning amounts. I am waiting for instructions to convert these amounts into cash. Booking.com created even more disappointment with the so called solution they have found.
