Booked a hotel in Iceland and shortly after received some serious medical news, so I needed to cancel.
Timeline has been a mess:
Jan 24: Called Booking.com and was told I was within the window for a no charge cancellation. No mention of partner offers or restrictions.
Jan 27: Told the hotel needed to provide written confirmation to proceed with the refund. The hotel did this immediately and copied me on the email.
Later on Jan 27: Booking.com claimed they never received any emails from me or the hotel, even though they were sent to the address Booking.com themselves confirmed in writing.
That same evening: I was told all prior info was incorrect and that only the hotel could issue the refund.
The hotel has repeatedly said only Booking.com can process the refund.
On a later call, Booking.com suddenly brought up a “partner offer” situation that was never mentioned before.
So I’m stuck in the middle with both sides pointing at each other, despite the hotel clearly agreeing to the refund in writing.
At this point:
Is it possible for the hotel to contact Booking.com’s partner directly to force this through?
Is waiting it out even worth it?
Do I have valid grounds for a credit card chargeback given the conflicting info and written approval from the hotel?
Would really appreciate advice from anyone who’s been through this with Booking.com.
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