How Do I Dispute a Charge with Booking.com?

Introduction

Did you notice an unexpected charge related to your Booking.com reservation? Maybe you paid for your reservation on the platform but were still charged at checkout. Or perhaps you canceled within the free cancellation period but were still charged anyway. Some customers may also arrive at the property, realize that it's different from the pictures, and decide to leave, only to be charged the full amount. If you're having a billing issue with your Booking.com reservation, consider contacting the property first. Continue reading for instructions on disputing the charge.

Check Your Booking Confirmation

Before contacting the property or Booking.com regarding the charge, sign in to your account and open the confirmed booking. You may want to review the property charges and any other fees included in your reservation. If you canceled your reservation and were charged the full amount, check your confirmation email to determine whether your booking included free cancellation or was only partially refundable.

If you believe you were incorrectly charged, proceed to the next step.

Contact the Property

After confirming it was an incorrect charge, contact the property directly to try to resolve the issue. Explain your concern and why you believe you were incorrectly charged. You may need to provide relevant documentation, including your cancellation number (if you canceled the reservation), booking number, and payment details. If the charge was incorrect, ask whether the property can issue a refund and how long the process will take. With Booking.com, refunds are usually processed immediately, but it may take a while for the funds to appear in your account.

Although you may be able to call the property, it may be better to contact them through the Booking.com platform so you have a record of your communication. If the hotel or property owner disagrees that the charge was incorrect, you may need to dispute it with Booking.com.

Contact Booking.com Via the Help Center

If you aren't satisfied with the hotel or property's resolution, contact Booking.com to dispute the charge. You can contact them directly through the Help Center. Sign in to your account and send them a message. The Customer Service team may ask for your booking confirmation number and PIN, along with a bank statement showing the charge. You may also want to forward a copy of your communication with the property if you think it's relevant to your case.

Call Your Bank

If you couldn't resolve the incorrect charge with the hotel or Booking.com and still believe you were charged incorrectly, your last resort may be to contact your bank and dispute the charge. Provide the bank with relevant documentation, including your booking confirmation number, bank statement, and communication with Booking.com or the property. The bank may investigate the issue and contact Booking.com as part of the process. Please note that you may or may not receive a refund.

Conclusion

Did you receive a refund for the incorrect charge? Before disputing the charge with Booking.com or your bank, please verify it first to confirm it was incorrect. Then, contact the property owner, as they may be able to help resolve your issue. If they can't provide you with a satisfactory resolution, contact Booking.com via the Help Center to dispute the charge. You can message them or call them directly. Be sure to also send them a copy of your bank statement and other relevant information to help support your case. Still need further clarification? Contact Support today.