How to Get a Refund from Booking.com
Getting a refund from Booking.com can be tricky, as they often act as an intermediary between you and the accommodation provider. Your eligibility for a refund largely depends on the specific cancellation policy of your booking and the nature of your issue. This guide will help you understand your options and take effective steps to reclaim your money.
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Build my claim →Your rights
Your primary right to a refund stems from the cancellation policy agreed upon at the time of booking, as set by the individual property. If the property fails to provide the service as booked, or the service is significantly not as described, you may have grounds for a refund. If you paid by credit or debit card and the service was not rendered or was significantly misrepresented, you can initiate a **chargeback** through your bank. For UK credit card payments over £100, **Section 75 of the Consumer Credit Act 1974** may offer protection if Booking.com is considered a direct supplier or has a direct link to the property's failure.
Step by step
- 1Review your booking confirmation for the specific cancellation policy, including deadlines and any non-refundable clauses.
- 2Contact the property directly first, if appropriate, to explain your issue and request a refund, keeping a record of all communication.
- 3If the property doesn't resolve it, contact Booking.com customer service with your booking reference, detailed explanation of the issue, and any supporting evidence (photos, messages).
- 4If Booking.com cannot resolve the dispute to your satisfaction, consider initiating a chargeback with your bank or credit card provider, explaining that the service was not delivered or was significantly misrepresented.
What they'll say, and your comeback
“Your booking was non-refundable.”
Comeback, While the booking was non-refundable, the service provided by the property was [e.g. significantly below standard, not as described, or entirely unavailable]. This constitutes a breach of contract, not just a cancellation.
“We are just an intermediary; the refund policy is set by the property.”
Comeback, As the platform through which I made this booking and payment, Booking.com has a responsibility to ensure the services advertised by its partners are delivered as promised. I expect your assistance in resolving this dispute with the property.
“You didn't cancel within the free cancellation period.”
Comeback, My request is not a standard cancellation; it is a dispute regarding the property's failure to provide the agreed-upon service or a significant misrepresentation of the booking details.
FAQ
Can Booking.com override a property's cancellation policy?
Generally, Booking.com cannot unilaterally override a property's cancellation policy. However, they can mediate disputes, and in cases of clear property fault or misrepresentation, they may intervene to facilitate a refund or offer goodwill gestures.
What if the property denies my refund but Booking.com says I'm entitled?
If Booking.com confirms you are entitled to a refund despite the property's denial, they should process the refund themselves or ensure the property does. Escalate the issue with Booking.com's customer service and keep records of their confirmation.
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A self-serve tool, not a law firm. General information, not legal advice.