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Booking.com review: Hotel reservation

SusanaGdQ of Budapest, HU

Aug 24, 2023 5:58 am EDT

Verified customer

Featured review

In the beginning of August I made a reservation for Hôtel L'Alsace-Gare from August 11th to 13th. On August 9th I was charged the reservation amount (232 euros) twice, first at 2:03 pm, then at 2:45 pm.

On the 11th I contacted booking.com by chat and the following day I was prompted to send an email enclosing the bank statement documents, which I did. The same day later I receive an email from booking.com enclosing an answer from the hotel saying that "virtual credit cards can't be charged twice" (I have a Revolut account with a physical credit card).

On the 15th I phoned booking.com explaining the problem, and they promised to solve the issue as fast as possible. They asked me to send the proving documents again, so I sent them once more.

On the 21st, almost one week later, still nothing happened, they didn't even answer my request, so I called again. I submitted the documents for a third time.

Today, the 24th, I sent them this message on the chat: "Given that I still haven't received my money back after 3 times trying to solve the problem, after sending the documents that prove that you charged me twice for this reservation, after calling you twice, as of today I am taking legal measures to deal with this." To which they send me an email saying that the following information was missing from the bank statements:

The merchant name

The transaction date, amount & currency

Which is absolutely not true, all information is there!

I am desperate, because they are doing nothing, just keeping my money. Could you please help?

Desired outcome: I would like a refund for the second charge: 232 euros, and also some form of compensation for the stress caused.

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