Holiday deposit not returned despite balance being settled...

SES535

I have recently returned from a weekend break in New York and booked our accommodation through booking.com and paid for the stay at the property (Holiday Inn Express).

Upon arrival, my friend and I were advised that there would be a security deposit held of $50 per room and this would be returned upon check out - which was all agreed and understood.

While we were there, I could see 2 transactions come out of the account that totalled the amount of my holiday (not the $50 deposit) so assumed that this was the holiday being paid for as the agreement upon booking was 'pay at property' (the first being the cost of one night stay and the second being the remaining amount of a 3 might stay). However, on checkout, the full amount was taken out, one of the transactions had been reversed however the other (the larger of the 2) is still in pending status leaving my account in deficit until this has been returned.

I have raised this with the hotel who have said they have released the funds so this is not an issue on their side; I have raised with booking.com but they have advised that as no payment was made through them, they are unable to help any further than to get the hotel to confirm that this deposit has been released. I have also raised a claim on my card however they have said that as this is Mastercard, they honour the payment that is requested until otherwise instructed!

My main issues are, the $50 was never a holding transaction - this was the only confirmed deposit that we agreed to pay; also, my friend is not in the same position and has only had the amount of her holiday taken plus the $50 pending which she is going to get returned as per their policy.

For context, the amount being held at the moment is just over £560 (GBP).

I would appreciate any advice (if possible) or if anyone has been in the same position to shed some light as I am currently at a loss

la531983

How recently are we actually talking here?

Cloth_of_Gold

If it was this weekend just gone I wouldn't worry - it can take several days, or even a week or so for funds from these pre-authorisations to be released.

SES535

I have been back for 2 weeks now and still no sign. The issue I have is that it has left my account overdrawn and have no money as this wasn't accounted for and no one to escalate to and find out why this has happened to my funds and not my friends account - as if there could be an error.
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Cloth_of_Gold

SES535 said:

I have been back for 2 weeks now and still no sign. The issue I have is that it has left my account overdrawn and have no money as this wasn't accounted for and no one to escalate to and find out why this has happened to my funds and not my friends account - as if there could be an error.
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Could you get an email from the hotel saying they released the funds, the amount, and when and use this to take to your bank and ask them to investigate urgently?