I had a reservation made through Booking.com at a property called Hotel San in Sarajevo Jahorina for the dates January 3–6, 2026, with a total cost of $580 USD, which I paid by credit card. Later, due to illness, I contacted the hotel on December 31 and requested a full free cancellation, and the hotel accepted the cancellation.
In my correspondence with the hotel, after accepting the cancellation, they informed me on January 6 that they could not issue a refund to the virtual card, but instead offered three days of free half-board accommodation for two people, usable by me or my friends, at any date until March 15. This “3 days free half-board” offer clearly shows that the hotel acknowledged the cancellation and intended to compensate the full value of the amount I had paid.
Despite this, Booking.com is refusing to refund my $580 USD payment, claiming that the hotel’s message does not explicitly include the exact phrase “completely free.” Even though there is a clear agreement between the hotel and me regarding the cancellation and compensation—and despite the fact that I have all written correspondence—Booking.com is ignoring this agreement, prolonging the process, and taking no action to resolve my grievance.
I cannot accept Booking.com’s refusal to issue a refund based solely on wording, while completely disregarding the clear intent and written agreement between the hotel and myself. I am requesting that all written correspondence be taken into account and that, in line with the cancellation accepted by the hotel, the full $580 USD payment be refunded to me without any deductions.
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