My first time using your site, and I accidentally booked hotel and didn't realize it wa...

GetHuman-isaelle's customer service issue with Booking.com from August 2018

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The issue in GetHuman-isaelle's own words
My first time using your site, and I accidentally booked hotel and didn't realize it was non-refundable because I pushed the wrong room button, and when I contacted the hotel and told them why I needed to cancel they didn't help at all. My grandmother is turning *** years old on November **, ****, but her health is rapidly declining and I changed my flight to get there as soon as possible, but if at all possible I need to say in Mahlow, not Berlin so that is why I was trying to cancel. Since the hotel would not help me at all (except telling me they were half hour away from Mahlow), and so I tried to ask them again if they would consider waiving fees, but then the option wasn't there, and I accidentally cancelled my entire reservation so now lost not only my reservation but my money they already charged me $*,*** dollars, which I cannot afford to lose. I have opened a dispute with my bank but would like to try to resolve this even if it means I stay at another booking.com property during this time, but need to have a place to stay and not lose my money. Please help me.
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Booking.com

Customer service issue
Reported by GetHuman-isaelle
Aug 18th, 2018 - a yr ago
I have an issue with Booking.com too
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Seen by 5 customers so far
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GetHuman-isaelle started working on this issue
Aug 18th, 2018 12:09am