Icnyc

Jan 26, 2026

Double-Charged for Taxes and Customer Support Avoided Accountability & Refused to help

I have been a long-time Booking.com customer and frequent traveler, but this experience was so unacceptable that I will no longer use the platform. I booked and prepaid two reservations through the Booking.com app. Both confirmations clearly stated “taxes and fees included.” Upon arrival at the hotel, I was pressured to pay local taxes again and told I would be denied accommodation if I did not pay. Because Booking.com failed to resolve the issue in real time, I was forced to pay under protest just to be able to check in for my first stay. Booking.com’s customer service handling was extremely problematic. I contacted them by phone twice. While still on the calls, agents proposed unacceptable “solutions,” including cancelling my fully paid booking and moving me to another hotel late at night after a long international flight, or advising me to pay the taxes again and requesting reimbursement later. When I declined these unacceptable options, both calls were abruptly disconnected without resolution or follow-up, despite long hold times and Booking.com having my phone number. I then contacted Booking.com by email and Messenger. Although I received responses, they offered no real solution. Instead, I was repeatedly asked for information I had already provided, given contradictory explanations, and told to deal directly with the property or a third-party “partner.” This was despite Booking.com acknowledging in writing that I had paid the correct final price and that additional charges were not allowed. Rather than protecting their customer from unauthorized charges or denial of fully paid accommodation, Booking.com repeatedly shifted responsibility and financial risk onto me. My confirmations clearly stated that Booking.com was the point of contact for assistance, yet they failed to take accountability when it mattered. This experience showed a serious lack of accountability and ineffective customer support. As a loyal customer, this was extremely disappointing and concerning. I will not be using Booking.com again.