written by on 07/01/2014
I booked a hotel in Paris on the book now pay later option. Money was taken instantly on my credit card, for personal reasons had to cancel the following day. Money is still being held despite cancellation e-mail from Booking.com have e-mailed customer service- no response and have e-mailed hotel direct - no-response. Not at all impressed!
As rated by our community of reviewers
Booking.comteam's Comment
Written on: 07/01/2014
Hello,
I'm sorry to hear about this. I would like to investigate this for you. Can you please provide me with your booking number?
Regards,
Lissa
Booking.com Customer Service Team
Jack2902's Comment
Written on: 08/01/2014
Hi,
I am happy to supply it AGAIN as I have already e-mailed it to your CS department but the booking reference is : 313485597. Why is it that your CS dept do not respond to e-mails? Payment was held on my Credit Card immediatley but is still being held after cancellation.
Booking.comteam's Comment
Written on: 08/01/2014
Hi,
Thanks for the info. I've located your booking and I see that my colleague has already informed you that hotel has released the money of this preauthorisation. I called the hotel again and they will send me the proof of release as soon as possible.
Regards, Chloe
Booking.com Customer Service Team
Jack2902's Comment
Written on: 08/01/2014
Still not managed to find out when I will have the funds back!!
Booking.comteam's Comment
Written on: 08/01/2014
Thank you for providing me with the booking number.
Due to our high volume of emails, it could take a little while for a customer service agent to get to your email. We are however available 24/7 hours so you can feel free to contact us via phone for immediate assistance.
I have accessed your booking and I see that my colleague has already replied to your concerns on a different platform. I will send you an email shortly to assist you further.
Regards,
Lissa
Booking.com Customer Service Team
Jack2902's Comment
Written on: 09/01/2014
Booked on the 5th...money held instantly. Cancelled on the 6th. Funds apparently released on the 8th...why the delay? Funds still not available on the 9th! I am waiting to re-book a hotel, would like to give Booking.Com another chance...if my funds are ever released!
Booking.comteam's Comment
Written on: 09/01/2014
Hello,
Thank you for your post. I will review your booking for any updates and contact you shortly by email.
Regards,
Regi
Booking.com Customer Service Team
Jack2902's Comment
Written on: 14/01/2014
Ok..now the 14th and funds STILL being held. I contacted my bank as advised by booking.com and they said IF funds had been released they would show within 3 to 4 working days. No way will I be using bookin.com now...they just lie!!!
Booking.comteam's Comment
Written on: 14/01/2014
Hello,
I am sorry to hear the funds have not yet been released. It is a standard practice for hotels to pre-authorize credit cards to ensure they are valid and the 3 to 4 business days you were advised of is an estimated time frame of when the funds should be released. This process may take longer than advised. Please check back with you bank regarding the release of these funds as they would be most familiar with how the process works and can advise you how much longer the release may take.
Regards, Andrea
Booking.com Customer Service Team
Jack2902's Comment
Written on: 15/01/2014
I have already contacted my bank as I explained above. The 3 to 4 business days was quoted by my bank! Why would this process take longer I don't understand...you can hold my money instantly and then take as much time as you wish to release it!!