u/arbitraryboundaries

So I booked 2 rooms on Booking.com under one reservation/booking number (not two separate bookings) for my US trip.

When I arrived, the hotel told me they only had one room available. They explained that Booking.com had only transferred the money for one room to them, and they hadn’t received the money for the other room yet. I contacted Booking.com immediately. After talking to them, I was told that they had agreed with the hotel that I would get a refund.

But then I received an email from Booking.com saying that the hotel didn’t confirm my cancellation request, so they couldn’t proceed with the cancellation. It also says my booking remains valid and unchanged.

If Booking.com confirmed 2 rooms and I paid for 2 rooms, how can the hotel say they only received payment for one room and therefore only give me one? And honestly, I’m starting to wonder if the hotel is just using the payment issue as an excuse. If there was a problem with Booking.com’s payment to the hotel, shouldn’t that be between Booking.com and the hotel rather than something I have to deal with after arriving? Booking.com has already told me that they would refund me, but I haven’t received any proper refund confirmation, amount, or reference number yet. Has anyone experienced something like this before? Can a single Booking.com reservation for 2 rooms somehow have payment transferred for only one room? And what should I be asking Booking.com to do at this point?

P/S: I made a call lately to Booking.com customer service, they said the hotel might be a scam ;) So for now, what should I do? Thank you!

So I booked 2 rooms on Booking.com under one reservation/booking number (not two separate bookings) for my US trip.

When I arrived, the hotel told me they only had one room available. They explained that Booking.com had only transferred the money for one room to them, and they hadn’t received the money for the other room yet. I contacted Booking.com immediately. After talking to them, I was told that they had agreed with the hotel that I would get a refund.

But then I received an email from Booking.com saying that the hotel didn’t confirm my cancellation request, so they couldn’t proceed with the cancellation. It also says my booking remains valid and unchanged.

If Booking.com confirmed 2 rooms and I paid for 2 rooms, how can the hotel say they only received payment for one room and therefore only give me one? And honestly, I’m starting to wonder if the hotel is just using the payment issue as an excuse. If there was a problem with Booking.com’s payment to the hotel, shouldn’t that be between Booking.com and the hotel rather than something I have to deal with after arriving? Booking.com has already told me that they would refund me, but I haven’t received any proper refund confirmation, amount, or reference number yet. Has anyone experienced something like this before? Can a single Booking.com reservation for 2 rooms somehow have payment transferred for only one room? And what should I be asking Booking.com to do at this point?

P/S: I made a call lately to Booking.com customer service, they said the hotel might be a scam ;) So for now, what should I do? Thank you!

So I booked 2 rooms on Booking.com under one reservation/booking number (not two separate bookings) for my US trip.

When I arrived, the hotel told me they only had one room available. They explained that Booking.com had only transferred the money for one room to them, and they hadn’t received the money for the other room yet. I contacted Booking.com immediately. After talking to them, I was told that they had agreed with the hotel that I would get a refund.

But then I received an email from Booking.com saying that the hotel didn’t confirm my cancellation request, so they couldn’t proceed with the cancellation. It also says my booking remains valid and unchanged.

If Booking.com confirmed 2 rooms and I paid for 2 rooms, how can the hotel say they only received payment for one room and therefore only give me one? And honestly, I’m starting to wonder if the hotel is just using the payment issue as an excuse. If there was a problem with Booking.com’s payment to the hotel, shouldn’t that be between Booking.com and the hotel rather than something I have to deal with after arriving? Booking.com has already told me that they would refund me, but I haven’t received any proper refund confirmation, amount, or reference number yet. Has anyone experienced something like this before? Can a single Booking.com reservation for 2 rooms somehow have payment transferred for only one room? And what should I be asking Booking.com to do at this point?

P/S: I made a call lately to Booking.com customer service, they said the hotel might be a scam ;) So for now, what should I do? Thank you!