8 months of broken promises and still an unresolved “investigation” that was supposed to take less than 30 days.
I was in a severe car accident on my way to a property booked through Booking.com in Sep of 2025.
I was owed a refund and assured by an agent that it would take 7-12 business days to process.
It was not processed.
After abt. two months of calls, a Booking.com agent assured me that a full refund would be processed within 24 hours.
It was not processed.
When I followed up several days later, only a partial refund was processed.
The original promise of a full refund made by Booking.com has since been “under investigation” for 5 months. I was told this investigation would not take more than 30 days. It has been escalated at least twice by two different supervisors. I have been told that it cannot be escalated again, and we just need to wait.
I was finally told earlier this week by an agent that a full refund would be processed and that a supervisor would call me within one hour to process that refund. Of course, nobody called (no surprise).
After following up on this new promise of a full refund, I have been told that nothing can be done until the appropriate team “responds” to the original “investigation.“
Again, the investigation is already 5 months without any updates. Well beyond the 30 day window.
Three different requests have been made for the call recordings. One of those requests was fulfilled, except that they did not provide the correct call. So, another request had to be made, and is yet unfulfilled. This may simply be incompetence, but feels more deliberate.
My calls are consistently dropped, as well, so it often takes repeated calls and time on hold to speak with an agent. This feels deliberate.
Over the last 8 months, different agents have promised that I would be updated within a week, within 30 days, etc etc. Every single promise broken. This feels deliberate.
I have never once been updated about anything unless I take the initiative to call, and the “update” is always the same: that “we’re waiting on XYZ to respond” or “I will notify XYZ team.” This feels deliberate.
Supervisors insist that there is nobody else available to discuss the matter, and we are the mercy of some other internal team.
It doesn’t appear that anybody is actually working to resolve the issue at all. I have zero faith that an “investigation” is even being done.