I booked a non-refundable stay with booking.com. The listing represented that the room...

GetHuman3566741's Refund My Booking issue with Booking.com from September 2019

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Before contacting them, items GetHuman3566741 may need:
Name on the booking, Booking reference, and 4 digit PIN
Top Tip from another customer
If Booking.com calls the hotel, and the hotel denies the refund, you can always call the hotel directly yourself to make your case for a refund.
The issue in GetHuman3566741's own words
I booked a non-refundable stay with booking.com. The listing represented that the room would be able to accommodate * people. I contacted the hotel to learn about the details of the room. They informed me that the third person would sleep in a roll-away cot that is *' wide by *' long. This was nowhere on the listing and I informed the hotel that the accommodation was unacceptable for our **-year-old son. I immediately contacted booking.com to cancel the reservation due to this complete misrepresentation of the hotel room. Booking.com agreed to cancel the reservation (I have written proof of this in e-mail form). Now, however, both booking.com and the hotel are attempting to charge me the full amount. I've been calling booking.com through their standard customer service line but can't get in touch with anyone that has any authority. This is quite distressing because the reservation was for $*k. Please let me know what you think I should do from here.

GetHuman3566741 did not yet indicate what Booking.com should do to make this right.

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Booking.com

Refund My Booking issue
Reported by GetHuman3566741
Sep 10th, 2019 - 3 years ago
Not resolved
Seen by 10 customers so far
Similar issue to 24199 others
0 customers following this

Timeline

GetHuman3566741 started working on this issue
Sep 10th, 2019 7:29pm
GetHuman3566741 indicated the issue is not fixed yet.
Sep 11th, 2019 3:27pm

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