Booking.com transfers refund to someone else's credit card
Commugny, Switzerland
A.
Booking.com should have done everything it could to help you find an alternative when it canceled your reservation. Transferring your refund to the wrong account just added insult to injury. You did the right thing by documenting your communications with Booking.com and persistently seeking an explanation.
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Here's what should happen: If an accommodation provider cancels your reservation, which is what appeared to have happened, then Booking.com should have notified you as soon as possible — not three days before your trip. It also should have tried to find you a suitable alternative accommodation. If it wasn't available, then Booking.com should have given you a full refund.
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Additionally, in some cases where the cancellation is the provider's fault, Booking.com should have offered additional compensation, especially if there's a price difference between the canceled vacation rental and the replacement.
Booking.com didn't give you enough time, so you had to negotiate the $1,000 compensation (which it should have just offered). And, of course, it shouldn't have sent your refund to a mysterious third party.
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You could have tried contacting a manager at Booking.com for help. Sometimes escalating the issue can lead to a faster resolution. I publish the names, numbers, and email addresses of Booking.com's executives on my consumer advocacy site, Elliott.org. In cases like this where a company ignores a legitimate complaint, sometimes involving a third party like a consumer advocate can help.
I contacted Booking.com on your behalf. After weeks of back and forth, Booking.com claimed they found no suspicious activity on your account. In other words, the company believed you had transferred your refund from your Booking.com wallet to someone else's credit card.
You then contacted executives at Booking.com and threatened to report them to the National Cyber Security Centre and Interpol. Booking.com then contacted you directly and issued a full refund to your bank account.
It's unfortunate that it took such extreme measures to get your refund. This situation highlights the importance of staying vigilant and persistent when dealing with travel companies. Remember to always document your communications and escalate the issue if you hit a dead end.
Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help.
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