Free Cancellation Ignored as Booking.com Allows Unauthorized Charge

I made a reservation through Booking.com at Sonder by Marriott Bonvoy Battery Park Apartments Financial District, with check-in on February 4, 2026, and check-out on February 11, 2026, under a booking that allowed free cancellation until January 26, 2026. My reservation confirmation number is 6838772822. Despite this, the hotel charged my credit card €1,132.47 without my consent or authorization. I did not stay at the hotel, nor did I approve this charge in any way.

Later, Booking.com informed me that its agreement with the hotel had ended and canceled my reservation on its own. Despite this, the amount that was charged without my authorization was not refunded. Since November 15, I have contacted Booking.com customer service multiple times via in-app messages, emails, and phone calls, spending a total of approximately 3–4 hours on the phone, yet the issue has still not been resolved.

I also tried to contact the hotel directly but received no response to any of my messages. When I called the phone number listed for the hotel on Booking.com, I was told that the number did not belong to any hotel, meaning that the property listed in the system does not actually exist. Despite this, both the hotel and Booking.com continue to avoid taking responsibility and have failed to resolve my grievance.

Although I have repeatedly informed Booking.com that this unauthorized charge must be refunded to the same payment method—my bank account, they have refused and stated that they can only issue Booking Wallet credit. I paid in cash via my bank account, and I demand that this unauthorized charge be refunded directly to my bank account, not as Booking Wallet credit.

This transaction clearly constitutes an unauthorized and unlawful charge. I demand that this matter be resolved immediately and that the €1,132.47 charged to my card be refunded in full, without any deductions, to the same payment method—my bank account—without delay. Otherwise, I clearly state that I will escalate this matter to the Consumer Arbitration Board, initiate a chargeback through my bank, and pursue all other necessary legal remedies.