A user shared a situation where a friend booked a hotel through Booking.com for a future stay, but the hotel has since permanently closed. Despite providing multiple forms of evidence (including screenshots of the hotel’s website being unavailable, failed contact attempts, and public listings indicating the property is closed), Booking.com has refused to cancel the reservation.
The platform reportedly stated that they attempted to contact the hotel for confirmation, but due to lack of response, the booking remains active and payment may still be processed. They advised the customer to continue trying to reach the hotel and to report any issues at check-in.
The user expressed frustration that the booking platform is not taking proactive action despite clear indications that the hotel is no longer operational. They also noted that while they personally could dispute the charge via their card provider, their friend is unsure how to proceed and is considering waiting until the check-in date to report the issue.
The post highlights challenges in resolving bookings when third-party platforms rely on supplier confirmation that is no longer possible due to hotel closure.
0