I made a reservation through Booking.com at Sonder by Marriott Bonvoy JBR The Walk Apartments, with check-in on March 14, 2026, and check-out on March 21, 2026, under a booking that allowed free cancellation up until the stay date. My reservation confirmation number is 5742****16. Despite this, the hotel charged my credit card approximately $4,000 USD without my consent or authorization.
Later, Booking.com informed me that its agreement with the hotel had ended and that my reservation was canceled by Booking.com itself. However, the amount that was unauthorizedly charged from my account was not refunded. Since early October, I have contacted Booking.com customer service multiple times via in-app messages, emails, and phone calls, spending a total of approximately 8–10 hours on the phone, yet my issue remains unresolved.
Despite repeatedly telling Booking.com that this unauthorized charge must be refunded to the same payment method—my credit card, they refused to do so and stated that they could only issue Booking Wallet credit instead. In addition, they sent me an email stating that as of November 20, 2025, the refund would be transferred to my Wallet account within no later than five business days, but no such payment was made even after that period passed.
On December 2, 2025, I received a message from Booking.com customer service stating that the refund had been completed and credited to my Wallet account. However, when I checked my account, I saw no refund and no Wallet balance at all. Even after reporting this again, I received no response, and the process became completely stalled.
This transaction made on my credit card is clearly an unauthorized charge and unlawful. I demand that my grievance be resolved immediately and that the approximately $4,000 USD charged to my card be refunded in full, without any deductions, to the same credit card as soon as possible. Otherwise, I hereby notify you that I will escalate this matter to the Consumer Arbitration Board, initiate a chargeback through my bank, and pursue all other necessary legal remedies.
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