booking.com not giving me back money for a failed booking and always hang up on me.

LoudBark

I made a booking 28 June 2025 but moments after had an email telling me it was not successful but i was still charged and would be refunded in 7-12 days. i found this a little annoying it was £389 and needed my hotel booking but I am reasonable I let this go and waited for my money back

2 weeks later still no money I have called them in the last 5 week over 15 times to ask for my money back and every single time each agent has hung up on me. i have emailed 13 times including proof of payment, bank statements and now i have even advised i am taking action in the mall claims court.

No one has contacted me i still don't have my money 5 weeks later but I also have no idea if i will ever get it back. i have emailed Watchdog and ripoff Britain also emailed the media team at booking.com this is ridiculous surely they cannot just steal my money?

They certainly don't seem to care when I call them its making me physically sick with worry its a lot of money.

Mark_d

Was the money taken (not just authorised) from your card? And there is not even a partial refund?  Have you tried phoning the hotel independently to confirm the status of your booking?
If it has indeed been cancelled and booking.com are not refunding you as per their own advice - Can you raise a claim with your card provider?  That's the simplest solution.  

TELLIT01

Contact your debit/credit card provider and see what they recommend.

born_again

LoudBark said:

I made a booking 28 June 2025 but moments after had an email telling me it was not successful but i was still charged and would be refunded in 7-12 days. i found this a little annoying it was £389 and needed my hotel booking but I am reasonable I let this go and waited for my money back

2 weeks later still no money I have called them in the last 5 week over 15 times to ask for my money back and every single time each agent has hung up on me. i have emailed 13 times including proof of payment, bank statements and now i have even advised i am taking action in the mall claims court.

No one has contacted me i still don't have my money 5 weeks later but I also have no idea if i will ever get it back. i have emailed Watchdog and ripoff Britain also emailed the media team at booking.com this is ridiculous surely they cannot just steal my money?

They certainly don't seem to care when I call them its making me physically sick with worry its a lot of money.

So you have a actual debit on the account to booking.com?

Guessing this is a card payment contact bank. Might have to wait till day after actual trip for a chargeback for non receipt. Given you have noting in writing stating amount, date of refund & last 4 of card no.