I have registered a complaint and was assured that bookings would revert urgently. This happened on the 31st if December. I was called on the 4th with this assurance.
ILLEGAL, UNAUTHORISED PAYMENT BY BOOKINGS
I have been trying to resolve this issue for days.
No response from bookings.com or from the hotel despite several emails, phone calls that go unanswered and a WhatsApp message from a hotel staff member that told me to speak to reception.
I booked the hotel and was required to change the dates which I did within the free cancellation period.
I then pre-paid in full for the accommodation of £483
I received an email on departure saying I owed £1051. For cancelled nights and for the accommodation .
I immediately went down to reception and showed them the email, showed the proof of payment and that I did not owe for cancelled accommodation as i had merely moved the dates . I was given the assurance that this must be an oversight and that i would not be charged.
Not 2 hours later i received and email from the hotel saying I had been debited!
I frantically tried to reach the hotel. They do not pick up their phone. I CONTACTED bookings and was told that they had also tried to contact the hotel with no luck but that they would lodge a request.
They emptied my bank account and I was left with no money for food whilst travelling in the UK over New Year!!!!
Still no response from either bookings or the hotel and i am furious and desperate.
I expect my CVV number to be secure and i cannot understand how, having paid in full with bookings prior to travel that the hotel would have my details and could summarily deduct the payment. This is unauthorised and illegal!
I want bookings to explain how this was permitted. I want compensation for being without any money in my account over New Year.
Bookings has to come back to me