Getting a refund from Booking.com!

catzisme

Hi!

I’m hoping someone can help me, I’m a complete loss as to what to do. Last year I booked a trip with Booking.com, and had to rearrange due to Covid. This was a non-refundable booking. However, I tried to rearrange for a new date due to restrictions being implemented again during March, and the owner of the property couldn’t accommodate us. I ring Booking.com, they ring him, and both agree to a refund in these circumstances. They tell me to wait 14 days, but no refund. I have emailed them via Resolver, and they tell me that they cannot refund over email, they can only rearrange. I ring up, and they tell me again that they will refund. However, they tell me that this is up to the property owner normally, as they have paid him via bank transfer. I argue, and say that I won’t get my interest etc back on my credit card if I don’t get a refund onto my credit card, and they agree. They just ask that I email them proof of the transaction, which I do. They then responded to this email to tell me they won’t refund 😭

I am at a complete loss as to what to do, it’s like talking to two different companies. I’ve tried emailing the CEO, and head of customer services, but no responses have been received. I have since booked different accommodation, on the basis of getting refunded, so am out of pocket and completely stuck! Does anyone have any ideas what to do? I’ve contemplated a chargeback via my credit card provider, however I am very worried that they will dispute this. I haven’t recorded these telephone conversations, but I do have the dates and times of them.

pbartlett

booking.com, as far as i know, act as an agent. Thus any chargeback etc will fail. You need to get the property owner to refund you ie they refund booking.com who then pass ot back to.you less any allowable expenses they have incurred on acting as your agent.

if the property owner does not refund then booking.com can do nothing apart from chase them

user1977

pbartlett said:

booking.com, as far as i know, act as an agent. Thus any chargeback etc will fail. You need to get the property owner to refund you ie they refund booking.com who then pass ot back to.you less any allowable expenses they have incurred on acting as your agent.

Surely they're acting as the accommodation provider's agent, not the OP's agent?

born_again

catzisme said:

Hi!

I’m hoping someone can help me, I’m a complete loss as to what to do. Last year I booked a trip with Booking.com, and had to rearrange due to Covid. This was a non-refundable booking. However, I tried to rearrange for a new date due to restrictions being implemented again during March, and the owner of the property couldn’t accommodate us. I ring Booking.com, they ring him, and both agree to a refund in these circumstances. They tell me to wait 14 days, but no refund. I have emailed them via Resolver, and they tell me that they cannot refund over email, they can only rearrange. I ring up, and they tell me again that they will refund. However, they tell me that this is up to the property owner normally, as they have paid him via bank transfer. I argue, and say that I won’t get my interest etc back on my credit card if I don’t get a refund onto my credit card, and they agree. They just ask that I email them proof of the transaction, which I do. They then responded to this email to tell me they won’t refund 😭

I am at a complete loss as to what to do, it’s like talking to two different companies. I’ve tried emailing the CEO, and head of customer services, but no responses have been received. I have since booked different accommodation, on the basis of getting refunded, so am out of pocket and completely stuck! Does anyone have any ideas what to do? I’ve contemplated a chargeback via my credit card provider, however I am very worried that they will dispute this. I haven’t recorded these telephone conversations, but I do have the dates and times of them.

If you do get a refund, you still will not get your interest back. Given you paid last year.

Who did you pay?
Booking.com or direct to the accommodation?

If you do a chargeback, you still will not get interest back & I would expect it to be rejected on the basis "non-refundable booking" unless you have proof (in writing) that you will get a refund.

pbartlett

user1977 said:

pbartlett said:

booking.com, as far as i know, act as an agent. Thus any chargeback etc will fail. You need to get the property owner to refund you ie they refund booking.com who then pass ot back to.you less any allowable expenses they have incurred on acting as your agent.

Surely they're acting as the accommodation provider's agent, not the OP's agent?

yes as agent for the rental property sorry if my post was unclear.