My complaint:
I made a reservation, then tried to cancel it. I first called the hotel to see if they would charge me if I canceled the reservation, and the hotel staff answered, of course not. So, I tried to cancel my reservation, but I was told that Booking.com had to cancel the reservation.
I called Booking.com and told them that I would like to cancel my reservation, but that the hotel said they had to cancel it. They proceeded to tell me that the hotel may still charge me for the reservation. However, they would do everything they could to get the hotel to not charge me. I explained to them that I had spoken to the hotel and was informed that there would not be any charges if the reservation was canceled.
Booking.com then said they would send an email to the hotel. I waited for 12 hours and then called the hotel asking if they had received the email, they said they never received any emails. I then called Booking.com back again and this time they called the hotel and got ation that there would be no cancellation fees. I had the agent at Booking.com sent me an email that this had occurred:
We contacted the property and they informed us that they will waive the cancellation fee and your request has been submitted to the property manager
Yet, Booking.com apparently still did not cancel my reservation as I received a checkout receipt from the hotel. I called the hotel and they explained that Booking.com never actually cancelled the reservation. I was charge $282.40 for a stay that I never had. This is the second time I have requested a cancellation, and Booking.com never even sent the cancellation request to the facilities department.
I have emails from Booking.com showing I wanted to cancel and that they were supposed to cancel it. I also have my bill from the hotel showing I was charged for a stay I did not use.
Suggested solution:
I would like to be reimbursed for the $282.40 that I was charged because Booking.com never actually cancelled the resevervation.
