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Boston Globe

Booking.com won't refund a room after an on-time cancellation

After making close to 30 calls to the hotel, I escalated my case to Get Starting Point A guide through the most important stories of the morning, delivered Monday through Friday. Enter Email Sign Up Each time I talk to customer support, they spin a different story. They either say my refund is being processed or that the merchant name is a mismatch. I also discovered that the property has negative reviews for engaging in similar transactions with other people, yet Advertisement In one of my conversations, a customer representative also mentioned that they were investigating the property, but its hands were tied. Can you help me get my money back? AMAN CHAWLA, New Delhi A. You made your reservation through Advertisement When you cancel a hotel room within the cancellation window, you should expect to get a prompt refund. But your hotel had done this to other guests who canceled, and the property had negative reviews to prove it. So, please read the hotel reviews next time and consider booking a reputable property with one of the major hotel chains. I'm a little dubious of the claim that a Polish hotel couldn't refund your Indian account. It had no problem charging you the first time, so what's the problem with refunding you quickly? Clearly, there was a breakdown in communication between But it doesn't really matter. I contacted Advertisement 'In this case, our customer service team has identified that there was a delay in processing the customer's refund and has since escalated the full refund payout to the customer's Christopher Elliott is the founder of Elliott Advocacy ( ), a nonprofit organization that helps consumers solve their problems. Email him at or get help by contacting him at .