Christina U.

I used booking.com to make a reservation at Comfort Inn Gaslamp San Diego, and a day later I had to cancel it. I clearly remember clicking on the link to cancel the rooms, stepping through the transaction, and hitting the final 'confirm' button. After my trip, I noticed that Comfort Inn charged my rooms to my credit card, even though I had cancelled my stay and had not used the rooms. When I called in, booking.com claimed I had never cancelled, and in fact, the hotel had informed them that I apparently called at 5am on the day I was supposed to check in to say I would be a day late. I never called the Comfort Inn. My guests never called the Comfort Inn. We were in the air with our cell phones off when this suspicious call came in. The hotel could not give them a name or a number of the person that called, nor were they willing to admit someone had written the note under the wrong reservation. After calling me a liar repeatedly, both the Comfort Inn and Booking.com refused to refund me the full amount. According to them, that call meant I had never cancelled, so I was charged $470 for the rooms.

-Update: After this review, I was contacted by Booking.com. They reopened my case, but were ineffectual as negotiators. I supplied call records and flight itineraries proving that I never made the call to the hotel, but the hotel refused to provide a refund, claiming I forged everything.