Hi everyone, I’m looking for advice because we’re stuck in a really frustrating situation with Booking.com and the hotel.

We booked a room through Booking. Due to medical reasons, we had to move the reservation twice. The second time, we were asked to pay an extra $4 to confirm the change.

For reasons that are still unclear, the payment didn’t go through (no clear error, no proper explanation). Shortly after that, Booking cancelled the reservation entirely. As a result: • the booking was cancelled, • we lost the room, • and we lost all the money we had already paid.

Now the worst part: • Booking says it’s the hotel’s responsibility, • the hotel says it’s Booking’s responsibility, and they keep sending us back and forth without offering a real solution.

We have medical documentation for the reason we needed to change the dates, and the issue started over a $4 extra payment, which feels completely unreasonable.

Has anyone experienced something similar? What’s the best way to handle this? Chargeback? Formal complaint? Escalation with Booking?

Any advice would be really appreciated. Thanks 🙏

  • This issue is 100% on Booking. You are not the hotel’s customer. You are booking’s customer - you booked and paid them. Don’t let them push this off on the hotel. Did you book a non-refundable/non-changeable rate? If so, I hope you had travel insurance, as that will most likely be your only recourse. And as I’m sure you’ve learned, don’t ever book 3rd party again. Go direct through the hotel.

    parent

  • Chargeback.

    It’s always better to book directly with hotels. If something goes wrong with booking.com , they generally don’t want to know.

    parent

  • Learn not to book 3rd party

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  • Never ever use a 3rd party

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  • You have to clarify is this was a non-refundable. I've never heard of paying $4 extra unless it was price difference for the date. If it's non refundable you are out of luck.

    Medical documents is irrelevant since you don't need that to prove anything

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  • Booking doesn't care if you have a doctor's note. They just want your money and they know that their average customer will blame the hotel.

    parent

  • I am sorry you are going through this. What a frustrating situation!!

    Because you booked through booking it will be their responsibility to address this situation.

    I am unclear on however on why you have lost all your money. Was this a non-refundable reservation? In this case whether it is or not, talking to your CC company will be the way to go. Because you did not actually stay you can request a charge back.

    The ridiculousness of this over $4 is just unhinged. I don't know if you locked your card but it sounds like that may have been the situation or maybe they just messed up on their end or please don't bite my head off, maybe you put in a wrong number with your card. There are a number of things that could have gone wrong here.

    What sucks about non-refundable reservations is that they are exactly that. Non-refundable. In cases where you may have to repeatedly change the date due to medical situations it would be smart to have travel insurance. I've never dealt with travel insurance personally but I've seen a lot of people talk about it on here and maybe something you might want to look into.

    Good luck with this and I wish you or your loved one a speedy recovery

    parent