I made a no-prepayment reservation at Köln Hotel Sophia through Booking.com. A week later, the hotel charged the full amount from the credit card I had provided for guarantee purposes. Believing that the payment had been processed, we continued our plans as usual.
However, just days before check-in, the hotel began sending messages saying “payment failed”, even though the card had already been charged. We tried to clarify the situation via email, but the communication was poor and unhelpful. When we arrived at the hotel late at night, they insisted they hadn’t received any payment and that they only accept cash. They said they could issue a paper receipt, but they refused to acknowledge the earlier charge.
Despite our attempts to explain and show proof, we were forced to pay again in cash on the spot. I later submitted my credit card statement and the hotel’s cash receipt to Booking.com, explaining everything in full detail. Still, I have received no response at all.
This experience was extremely stressful and damaging to my trust in the platform. There is no valid contact number, and I haven’t been able to speak to a real person. I demand an immediate investigation and refund of the double payment I was forced to make. This situation is unacceptable and must be resolved urgently.
I booked a hotel stay through Booking.com for June 6–9. When I arrived at the hotel, I was informed that there were two branches. The staff said it wouldn’t be a problem and that I could stay at the location I arrived at. I agreed and stayed there as instructed. I paid the full amount directly to t...
On July 13, I made a hotel reservation through Booking.com. While the payment was taken as a pending charge (provision) on my card, I never received a confirmation email. No reservation number, no details — nothing. I waited and tried to contact customer service but couldn’t get through until 1:00 P...
I booked a reservation at En Kaya Cyprus Hotel through Booking.com and made the full payment in advance. However, the hotel canceled my reservation, claiming they don't accept prepayments. Despite the cancellation, the payment has not been refunded to my account. I have attempted to contact Booking...
About three weeks ago, I made a hotel reservation through Booking.com specifically because it was marked as “Pay at the property.” This option was important to me, as I wanted to settle the bill directly at the hotel. However, shortly after booking, the hotel attempted to charge the entire amount to...
I made a reservation months ago through Booking.com at Zel Home 7 Double Bed hotel. Yesterday, just before my scheduled check-in, I was informed that the hotel had canceled my confirmed booking and attempted to offer me the same room at a much higher rate. My original reservation was at a lower pric...
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