ZEENAT A.

Here is the response from them when the Hotel have charge me from debit card by mistake before 12 day response and 56 days response but to action has been taken yet and no sign of money refund, i am calling them n following up on them but they just give a chilled response blaming other departments, which they called internal department and we can't talk to them.

12 DAYS AGO
Dear Z...

Thank you for choosing Booking.com.

We are writing to you regarding your reservation ******* at Mina Concorde Hotel, check-in date 2015-07-11, and check-out date 2015-07-14.

As per the phone call i advise you to wait for the next 3 days if the hotel did not refund the money fop you we as booking.com will refund this money for you but as i inform you we need a proof from your bank as bank statement showing the money and also your name and also the bank name so we can start to refund this money so you can reply for me on this email.

Please feel free to contact us with any additional questions.

Kind regards,

--
Rasheed Elashry
Booking.com Customer Service Team

6 DAYS AGO

Dear Z...

Thank you for choosing Booking.com.

We're writing to you about a charge Mina Concorde Hotel has made to your credit card.

We sincerely apologise for any inconvenience this situation may have caused and would like to assure you that well do our best to arrange a satisfactory resolution as quickly as possible.

In order to proceed, we would need some additional information within the next 4 days:

A scanned copy of your paper/PDF bank statement or a screenshot of your online bank statement clearly highlighting the charges in question

You can send your documents as a response to this email, and with these documents we will be able to pursue the matter further if the accommodation does not provide a solution for your situation.

Please keep the following in mind:

Your full name should be visible on the submitted documents
Screenshots from mobiles apps or text messages are not accepted as proof of charge
The last 4 digits of your credit card number should be visible

Once again, please accept our sincere apologies for any inconvenience this situation may have caused.

We look forward to receiving your documents and hope to be of service to you in the future.

Kind regards,

--
Amanda Andree
Booking.com Customer Service Team

ANOTHER AGENT 6 DAYS AGO
Dear Zeenat Ali,

Thank you for choosing Booking.com.

Were reaching out to you about your reservation ******* at Mina Concorde Hotel. Weve received the documents you provided and shared them with the accommodation.

Please accept our apologies for any inconvenience this situation may have caused. Wed like to assure you that were doing our best to reach a conclusion and expect to come back with a resolution within 5 business days.

Thank you for your patience. If you have any questions or concerns, please do not hesitate to contact us.

Kind regards,

--
Jaslyn Ho
Booking.com Customer Service Team

REGARDLESS OF MY ALL REPLIES NO ONE REPLY ME BACK FROM CUSTOMER AGENTS AND EVERYTIME I CALLED NEW AGENTS COMES UP AND TELLS HIS/HER NEW STORY THIS IS RIDICULOUS.