Between September 30 and October 3, 2025, I stayed at the Vincci Soho Hotel in Madrid, a reservation I made through Booking.com. When I arrived at the hotel, I discovered that the direct booking price at the hotel was €800 cheaper than the rate shown on Booking.com. I had trusted Booking.com’s “Best Price Guarantee”, but this situation left me feeling deeply misled and financially disadvantaged.
As soon as I noticed the issue on September 30, I called Booking.com customer service seven times and also sent a message through the platform. Despite my repeated attempts, I received no reply for 12 days. The only response came on October 11, and no resolution was provided.
My reservation number is 6286053430, and I paid the hotel directly, meaning I was forced to overpay by €800.
This is the first time I’ve encountered such an issue, and it has completely shaken my trust in Booking.com. I am requesting that the €800 price difference be refunded immediately and that Booking.com honor its advertised price-match guarantee.
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