Booking.com Ignores Urgent Date Change Request Despite Policy
On August 16, I made a payment through Booking.com for a stay at the Traveller's Hostel Hong Kong, believing I was booking for September 3–7. After completing the payment, I checked my confirmation and realized the reservation had been processed for dates in October. I did not select these dates, yet the system confirmed the booking this way.
As soon as I noticed the error, I contacted both the property and Booking.com customer service, providing my flight details as proof. Even though the reservation is non-refundable, the system explicitly states that the property allows a one-time date change until September 30. However, whenever I try to use this option to modify the dates, the system continuously throws an error, and the process completely fails.
I submitted my request while there was still availability at the property for September 3–7. Despite this, over 48 hours have passed with absolutely no response from either Booking.com or the hostel. The longer they delay, the higher the risk that the availability for September 3–7 will run out, further increasing my hardship. Even though I regularly use Booking.com for my accommodation needs, I am receiving zero support for an issue I explicitly flagged as urgent.
I demand that my one-time date modification right—which is clearly defined by the system—be honored and my reservation dates changed to September 3–7. If this is not possible, I request an alternative solution to resolve this issue caused by system errors and prolonged unresponsiveness.
