Booking.com refuses refund to customer after reservation disappears

THE NEWS: A Booking.com reservation for a two‑bedroom suite at Homewood Suites by Hilton in Bonita Springs, Fla., was not found on arrival, forcing the three‑adult party to pay $126 more for two regular rooms at a nearby hotel.

DETAILS:

• The reservation was made through Booking.com and the desk agent claimed no record existed despite the guest presenting the Booking.com confirmation number.
• The party needed a room within 90 minutes to make a family dinner, prompting an urgent search for alternative accommodation.
• They secured two regular rooms directly at a nearby hotel, which cost $126 more than the original Booking.com booking.
• When the guest called Booking.com, the representative could not provide an immediate solution.
• A Booking.com representative later promised to cover the extra cost but required the guest to complete extensive paperwork.

FAQ
What happened to Stephen Stein’s Booking.com reservation at Homewood Suites in Bonita Springs?
Stephen Stein’s reservation for a two‑bedroom suite, booked via Booking.com, could not be located by the hotel’s desk agent, even though he presented the confirmation number, leaving his party without the expected accommodation.

How much extra did the party pay for alternative accommodation?
The guests booked two regular rooms directly at a nearby hotel, incurring an additional expense of $126 over the price of the original Booking.com reservation.

What did Booking.com promise after the reservation issue?
A Booking.com representative promised to cover the extra $126 cost but required the guest to complete extensive paperwork before any compensation would be provided.

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