Hotel Demanded $400 Extra at Check-In Despite Booking.com Reservation

I made a hotel reservation through Booking.com for Pickalbatros White Beach in Hurghada for 2 adults and 2 children. My reservation number is 5176****37. Even though the hotel price later dropped by approximately $230 compared to the price I originally paid, I chose not to cancel my reservation and continued with the same booking to avoid any potential problems.

When we arrived at the hotel for check-in on January 21, we were told that the children’s ages were not selected in the system, and we were asked to pay an additional fee. However, I had clearly provided the children’s ages via messages approximately 40–45 days before the stay, but this information was ignored. Despite this, the hotel demanded an extra $400 as a lump sum, which is an extremely excessive charge, rather than charging per person.

We were also explicitly told that check-in would not be completed unless we paid this additional fee. Even though I had properly declared the children’s ages in writing when making the reservation, and despite choosing not to cancel the booking after the price drop in order to avoid inconvenience, I am now being forced to stay at a higher price and am facing an unexpected and very high additional charge.

For this reservation made through Booking.com, I request that the booking be processed based on the children’s ages I declared and the terms in place at the time of reservation, that the $400 additional charge be canceled, and that my check-in be completed without forcing me to pay any extra fees.