Booking.com Hotel Asked for Credit Card Details Despite “Pay at Property”
In our reservation made through Booking.com, the system clearly states “no prepayment required” and “pay at the property.” Despite this, the property where we will be staying is asking us—via Booking.com messages—to share our credit card details. For security reasons, we absolutely refuse to share any card information through messages and find this request completely inappropriate.
After encountering this issue, we tried multiple times to reach Booking.com customer service but were unable to find anyone to assist us. Only a few days ago was our call answered, and we were told that the issue was with the hotel and not related to us. However, despite claiming to have a system issue, the hotel continues to request our credit card details via messages. Booking.com has not resolved the problem and continues to list such properties on its platform. When traveling abroad, there isn’t even a reliable phone number we can reach if a hotel fails to honor our reservation. Our messages went unanswered, and we received no support through phone or other channels. Both the hotel’s request and Booking.com’s lack of support have seriously damaged our trust in the brand and left us deeply disappointed.
At this point, we want to clearly state that we are uncomfortable with the property requesting our card details via messages and that we feel completely abandoned by Booking.com throughout this process. We request that Booking.com urgently investigate this matter and provide us with written confirmation that we are not required to share credit card details via messages, and that our current reservation is secure and will not be canceled because of this issue.
