Heather McKay made a mistake while browsing Booking.com — a big one that ended up costing her $9,200.
Instead of comparison shopping, as she intended, McKay accidentally made a prepaid, nonrefundable hotel reservation for an extended, 70-night stay.
A confirmation email from Booking.com sent just moments after she’d made the accidental reservation alerted her to her mistake.
Hoping to correct her error quickly, McKay ignored the warning screen that advised her of a 100% penalty for her nonrefundable reservation and reflexively pressed the cancellation button. That action triggered an even more shocking message from Booking.com: The hotel reservation was canceled, but she had forfeited the $9,200 that all those nights had tallied up to.
Since that moment six months ago, McKay has been on a frustrating, unsuccessful mission to reclaim her money.
After exhausting all possible avenues to a positive resolution, McKay turned to TPG for help. She hoped we could shine a light on her plight…
