Booked a hotel in New York about three months ago and the hotel ended up canceling because they went out of business. Booking.com told me I’d get a refund, so I went ahead and booked another hotel off platform that I’ll pay for on arrival. I assumed the refund would come back to my bank and I’d use that money.
Instead, Booking.com gave me site credit. Not cash. And they’re refusing to let me withdraw it to my bank account.
I’ve called multiple times and keep getting the same answer: they “can’t” convert it to a real refund. So now I’m forced to come up with another $800 out of pocket for the new hotel, while also being forced to spend the $800 credit with Booking.com at some point. And if I don’t use it within three years, they just keep it.
This wasn’t my fault. The hotel canceled. And yet it feels like my hand is being forced so Booking.com gets paid one way or another.
How is this acceptable?
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