I made a hotel reservation through Booking.com, but just 10 minutes later, I found the exact same room on another site for €104 less. I immediately called Booking.com customer service to cancel my reservation and rebook at the lower price. They assured me that they could match the price and that there was no need to cancel.
I was told by a representative named Türkan that instead of refunding the difference directly to my card, they would transfer the amount to my Booking.com wallet, from where I could then send it back to my card. She also said that since I had already paid in full, no invoice would be needed, and the refund would appear in my wallet on the checkout date.
When that didn’t happen, I called again — only to find the amount had been deposited into my wallet without any option to transfer it to my card. This time I was told that Booking.com no longer allows refunds from the wallet to the original card, and that I’d have to use the credit within a year for a future booking.
This is blatant misinformation and manipulation. I was given contradictory instructions, strung along with promises of a refund, and now I’m stuck with a credit I didn’t ask for — all because I tried to get a fair price. I even have documentation of my conversation with Türkan, which I’ve attached for proof.
Booking.com failed to honor their price match properly, misled me, and refused to issue a card refund. I demand that the ₺ equivalent of the €104 be returned directly to my card. I no longer trust this platform and will not be booking through them again.
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