Booking.com Double Charge Problem — Hotel Booking Charged Three Times
In November 2025, I made a one-night hotel reservation in Milan through the Booking.com app and paid for reservation number 6210455736 using my credit card. However, the same transaction was charged three times to my credit card, totaling $369. Shortly afterward, my reservation was canceled in the app, and later I noticed that the property name had the label “fake” displayed in the application.
After this happened, I contacted Booking.com customer service multiple times. They requested several documents from me, including my credit card statement and a written explanation. Even though I submitted all the requested documents, I have been waiting for nearly four months without receiving my refund.
About six weeks ago, an international customer service representative called me and asked for my IBAN to process the refund. They also told me that if I preferred, the refund could be credited directly to my Booking.com account, which would supposedly be faster. Since they said a bank refund could take several months, I agreed to receive the refund in my Booking account.
After that, the refund amount appeared in my app as a “pending balance,” but the transaction was never completed. Today, about two hours ago, I received a message stating that the pending balance had been removed and that I now needed to submit bank documents again. This has essentially reset the entire process back to the beginning, causing further delay.
This is the second time within a year that I have experienced a similar issue with Booking.com. In a previous case involving approximately $698, I never received my refund. Because so much time has passed, I have already accepted that loss. However, the fact that these types of issues continue to occur and that $369 has still not been refunded after several months has caused both financial and emotional stress and has completely damaged my trust in the brand.
I request that the incorrectly charged amount of $369 related to reservation number 6210455736 be refunded to me immediately, in full, and without any further delays or unnecessary procedures.
