Booking.com Charges Full €377 Despite Free Cancellation
I made a reservation through Booking.com for The Stanley Hotel for the dates January 10–15. At the time of booking, the conditions stated that I was entitled to free cancellation until January 8, 2023, and that if the reservation was not canceled after that date, a €70 cancellation fee would apply.
When it became clear that I would not be able to travel because my visa and passport process had not been completed, I canceled my reservation on January 8 between approximately 4:00 PM and 6:16 PM. Despite this, the full hotel charge of €377 was deducted from my card on the same day. I did not go to the hotel and did not receive any service, and I cannot accept being charged the full accommodation amount when the stated penalty was only €70.
Even though I canceled within the free cancellation period, I want to understand why the entire amount was charged. I do not believe I should be forced to pay €377 for a stay I did not attend and from which I received no service. My reservation number is 6623904563.
For this reason, I request that the €377 charged to me be reviewed in accordance with the cancellation policy and refunded accordingly, if possible.
