I Face Refund Issue with Booking.com Best Price Guarantee at Unite Hotel Barcelona

In July 2025, I booked a non-refundable stay at Unite Hotel in Barcelona through Booking.com for €251.15. Booking.com advertises a “Best Price Guarantee”, and shortly after booking I found the exact same room with identical conditions listed on Agoda.com for €80 less. I immediately contacted Booking.com customer service, and they assured me that once I completed my stay and submitted my hotel invoice, the €80 difference would be refunded directly to my credit card.

I stayed at the hotel between July 12 and July 20, and upon returning I submitted my invoice as instructed. However, instead of refunding the promised amount, Booking.com credited my account with a limited wallet credit, which cannot be used freely across all bookings and expires after a certain period. This is not what was promised.

I have repeatedly told them that I do not want wallet credit and expect the refund to my credit card, as originally guaranteed. I contacted customer support three times by phone and followed up via messages, yet they continue to refuse cash reimbursement. This situation has now been ongoing for 45 days without resolution, and I feel misled and frustrated.

Previously, in a similar case, Booking.com processed the refund to my card immediately. I therefore expect the same treatment here. I am demanding that the extra €80 charged be refunded directly to my credit card without further delay. I do not accept wallet credit as a solution.

My reservation number is 6354.802.482. I request Booking.com to fulfill their commitment and resolve this matter promptly.