Booking.com refund lost 20%

rxss

Hello, was wondering if someone could help me out solving this mystery.  Was on hold with Barclays for 6 hours the other day, had to give up speaking to them.

I booked a hotel in Cape Town back in January for a few nights in April.  Actually was meant to be there now.
The hotel was booked through Booking.com and the total amount taken from my bank account was £918.37
I contacted Booking.com over a month ago to cancel the booking.  They then put me in touch with the hotel and a full refund was agreed.
However.  The refund appeared in my account and it is only £741.75 which is £176.62 less than I paid and almost 20% of the total booking.
I paid for the hotel with a Visa Debit card from Barclays.


After a bit of back and forth, with me sending proof of what went out and back into my account.  Booking.com sent me an automated message that reads:
"The difference comes from the non-sterling transaction fee charged from your bank. Please kindly discuss the matter further with your credit card provider."

But as I have said, I cannot get through to Barclays to discuss it with them.  Googling Barclays non-sterling transaction fee, tells me it is only 2.75% which is far far less than the 20% I have lost.

I have no idea how any of this works.  A full refund to me should be a full refund?  I understand there is some money lost due to transaction fees, but 20% of the booking is quite excessive?   Or am I completely wrong?

Thank you for reading

comeandgo

The currency rate used dropped drastically between you buying and you getting your refund.   It's one of the risks when paying in advance.  You could have been quids in if the currency rates had gone your way.

bradders1983

Well the exchange rates having changed is perhaps your clue? Both are stated in your screenshot above.

I made money from a recent Euro refund as the rate had got worse. Sadly in your case the Rand rate has got significantly better between transaction and refund.

EDIT - I see I was beaten to it.

comeandgo

bradders1983 said:

Well the exchange rates having changed is perhaps your clue? Both are stated in your screenshot above.

I made money from a recent Euro refund as the rate had got worse. Sadly in your case the Rand rate has got significantly better between transaction and refund.

EDIT - I see I was beaten to it.

Just by one minute but your reply is better explanation.

rxss

Ah...OK I had a feeling that might be the case.  But wasn't expecting it to be such a dramatic change.  That is frustrating but I guess nothing I can do about it.

Thank you all for your swift responses!

bradders1983

rxss said:

Ah...OK I had a feeling that might be the case.  But wasn't expecting it to be such a dramatic change.  That is frustrating but I guess nothing I can do about it.

Thank you all for your swift responses!

Lools like the Rand has gone up against the pound 17.18% in just under 2.5 months. Add your transaction fee in and there is your 20%

bagand96

Posts above are correct.  You can see that the hotel charged you 17248.50 Rand, and they refunded you the same, 17248.50 Rand.  Booking.com does show prices in GBP for ease, but they do state that you will pay in the hotel's local currency.

As well as the exchange rate swing, you can see you bank has charged you £24.58 transaction fee on the purchase, and £20.97 on the refund.  So £45 of your shortfall is fees you've paid to Barclays.  You could get in touch with them and ask politely if they'd consider waiving the fee - especially on the refund, but maybe on both.  They don't have to of course, but don't ask, don't get!

A tip for the future - get a travel friendly credit card that doesn't charge fees.  That way you would have at least saved the £45 in transaction fees, and you could have used it on holiday to get the best exchange rates.