Overcharged for Booking and Denied Taxi Benefit

For our reservation (ID: 4567652664), we were charged more than the amount stated in the confirmation. Customer service assured us the difference would be refunded after our stay, and we were instructed to email them. Despite messaging through the app and sending emails on December 14, we’ve received no response or refund.

Additionally, our reservation included a free taxi benefit from Booking.com. However, no code or instructions were provided beforehand. When we inquired, we were told approval was needed, and no guarantee could be given. Approval came just an hour before checkout, but due to uncertainty and lack of trust, we opted for a more affordable train/tram option.

I demand a prompt response to my messages and emails, a refund for the price difference, and reimbursement for the train/tram expenses for three people between the airport and the city. Booking.com needs to address this failure immediately.