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★☆☆☆☆

“Credit card charged without authorisation”

written by SuzM32 on 05/10/2014

I have used Booking.com several times over the years without a problem although have found that the price due at the hotels are often a little higher than price quoted, maybe due to exchange rates. However I used them this year to book Jewish Ghetto Apartment in Rome Via d'Elena (June 2014). I had multiple problems before my stay- the apartment owners not responding to my calls or emails etc. Booking.com had stopped doing business with them although they wouldn't tell me why. I asked booking.com whether I could cancel booking as had no confidence that the reservation would be honoured (even though paid in full) they basically told me just to turn up at hotel and see what happened, that they had no reason to believe booking would not be honoured. So I worried up until arrival. Upon arrival in Rome, I received a text from apartment owner saying I should go to a different location to one advertised. So we got an apartment but it wasn't the one we had booked and it did not have the same facilities. But at least we had somewhere to stay!! When I got home, I received an email from booking.com saying because they no longer did business with apartment, if we had any post holiday queries with accommodation they couldn't help us with it. Well at that point I wasn't really bothered as although apartment wasn't what we had paid for it hadn't cost the earth and we had had a nice holiday. UNTIL September 2014 when I noticed a charge on my card from openroma for nearly £200, the same company that had charged my card at the time of booking. I had made no further bookings, this is a few months after my stay so ultimately have just had £200 deducted from my card from apartment providers out the blue. Booking.com tell me they can't help with this as they no longer deal with the company and I should go through my credit card provider and raise a dispute. I have done this and will hopefully get money back but this is totally unacceptable. I have tried to text/email apartment myself but of course no answer!! Booking.com have taken no responsibility whatsoever, it is outrageous and I wouldn't be surprised if this had happened before given that booking.com had stopped doing business with the apartment, if this is the case, it is outrageous that they haven't warned customers of to be aware of unauthorised charges. Shame on you booking.com you were good until there was a problem and then you were so so bad.

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