Booking.com Hotel Went Bankrupt Before My Trip — $2,455 Not Refunded Yet
For my stay at Sonder by Marriott Bonvoy Downtown Towers Apartments, I made a reservation through Booking.com with check-in on November 15 and check-out on November 22, under reservation number 6832890146. I paid $2,455 in a single credit card transaction. The reservation was fully refundable.
On November 9, I received an email stating that the hotel had gone bankrupt. I immediately contacted Booking customer service. I was told that upper management was reviewing the issue and that I would receive a response within 2–3 days. Today is November 13, and with only two days left before my flight, I still have not received any clear information. All I am being told is, “You may book a new reservation if you want,” but there is still no definite explanation about when the amount charged to my account will be refunded. This uncertainty and lack of support have caused significant hardship.
Hotel prices have increased drastically since I made my reservation on September 7. Because my payment has not been refunded, I do not have the budget to book a new hotel. I was planning to travel with my children, and this last-minute problem has put me in a very difficult financial and emotional situation.
I request that Booking provide an urgent solution, immediately refund my payment, and compensate the damages I have suffered. I also expect fast and effective assistance in selecting and booking an alternative hotel.
