I Overpaid and Lost a Night at Pickalbatros Jungle Aqua Hotel Hurghada via Booking.com

I booked a 5-night stay (July 11–16) at Pickalbatros Jungle Aqua Hotel Hurghada through the Booking.com app.
Confirmation No: 6661790995
PIN Code: 0939

On the third night of our stay, my husband became seriously ill after eating grilled chicken at the hotel restaurant. His condition was so bad the next day that he couldn't leave the room, and we were forced to check out a day early. Because of this, we missed several prepaid activities — including a safari and boat tour — and had to change our return flights, causing additional financial loss.

I requested a refund for the night we didn’t stay, but the hotel told us to speak directly with Booking.com. That’s when the real nightmare began. Booking has no valid customer service phone number, no proper email contact, and the app only offers automated messages. I was promised a response within 24 hours after sending a message through the app, but it’s been days — still nothing.

To make matters worse, I had booked the hotel using the "Pay at Property" option for $895, which included free airport transfer. But at check-in, I was charged $1,150 — with no prior notice. The hotel claimed the extra fee was due to Booking.com’s commission and a transportation charge, which directly contradicts what was advertised.

I’m demanding a refund for the unused night and an explanation for the ₺ equivalent of the $255 overcharge. If Booking.com doesn’t respond immediately and take responsibility, I will be pursuing legal action. This level of misinformation and silence is unacceptable from any company, let alone one claiming to be a global leader in travel bookings.