Booking.com - Issues!

AliMaw

Hi has anyone else had issues with Booking.com?  and poor customer service?  I booked and then cancelled a hotel within the required time frame.  However the hotel took too payments from my account. Whilst they have partially repaid me - there is still an outstanding amount which Booking.com say is due to bank charges & exchange rates.  I understand this - however - if the payments had not been taken erroneously I would not be out of pocket.  I have sent so much info to them - but they won't budge on any refund or compensation.  This has been going on now for over 4 months.

Aylesbury_Duck

How much are you out of pocket?

AliMaw

Hi about £23.45 - it's just the principle of it for me - just doesn't feel fair ...

user1977

If the exchange rates had moved the other way and you had a £23.45 profit, how keen would you be to refund them the surplus?

Olinda99

what currency did you pay in ?

Local currency or GBP?

Hoenir

AliMaw said:

however - if the payments had not been taken erroneously I would not be out of pocket.

In what way were they taken erroneously i.e. in contradiction of the booking/reservation terms? 

AliMaw

I had cancelled within the free cancellation period yet two payments were still taken out of my bank account

saajan_12

AliMaw said:

Hi has anyone else had issues with Booking.com?  and poor customer service?  I booked and then cancelled a hotel within the required time frame.  However the hotel took too payments from my account. Whilst they have partially repaid me - there is still an outstanding amount which Booking.com say is due to bank charges & exchange rates.  I understand this - however - if the payments had not been taken erroneously I would not be out of pocket.  I have sent so much info to them - but they won't budge on any refund or compensation.  This has been going on now for over 4 months.

The bold bits suggest two different scenarios, which leads to two different outcomes.
Did you book, pay and then cancel expecting a refund.. or book, cancel, then they took the payment (twice)? 

There's a difference. If the former, then you paid <foreign ccy> which is all they need to refund. Your bank's charges to transform your £ into <foreign ccy> are your problem. 
If the latter and they should never have charged, then you should be put back into the position before their incorrect actions. 

born_again

In reality if the hotel took the funds, then it is their issue. But as pointed out this can work either way when they refund.
They should reverse the transaction, which sends it back at the same exchange rate.

AliMaw

Thanks both. I had cancelled within the free cancellation period but still the hotel took the payments...

eskbanker

AliMaw said:

Thanks both. I had cancelled within the free cancellation period but still the hotel took the payments...

How long was it between the cancellation being processed and the payments being taken?