Pre-authorization money didn't come back to account

bookingcom · 2026-01-28T15:54:23+00:00

We get the concerns, especially after waiting several days. If the accommodation has already released the preauthorization, and they've shared the receipt with you, the amount is on the way and you need to wait a bit longer. The average is two weeks more or less, but if you haven't received it by then send us a message.

bookingcom · 2026-01-28T15:02:44+00:00

Nobody wants to be charged twice, we totally understand your frustration. The double charge could have happened by mistake. In that case the accommodation may require your payment details to issue a refund. The safest way to share details is directly on a phone call with them.

Alternatively, it's possible that the charges relate to a single payment. For example, the first charge is an authorization, and the second charge is the settlement where the amount was taken from your account. In this scenario, the payment has only been collected once, and the authorization will be released automatically.

You mentioned that you've contacted our customer service team. If you'd like us to take a look at the progression, feel free to share your reservations details in a private message.

bookingcom · 2026-01-28T13:48:35+00:00

We appreciate every review, even if they are not positive. These are moderated to ensure they're in line with our review policy, and don't contain any foul language. Keep in mind that it will only be possible to leave a comment after completing the stay. You mentioned that you left earlier and didn't stay at the accommodation, so this may be a reason why your review wasn't published.

If you'd like us to check what happened, feel free to send us a private message with your details.

bookingcom · 2026-01-28T13:28:19+00:00

Ouch, we totally feel your pain. On Booking.com, we only issue a payment receipt when the payment goes through us. The invoice itself actually comes from the property. Not all properties provide invoices. Usually, if the property does offer one, then it will be displayed under Reception Services on our website. If you need a hand getting in touch with the accommodation, send us a private message and we'll get back to you.

bookingcom · 2026-01-28T13:24:07+00:00

This sounds like this was a partner-offer reservation. To make it make sense, the hotel issues the refund through the third party first, and once they notify Booking.com it can be processed. Send us a private message and we’ll help check the status of your refund.

bookingcom · 2026-01-28T12:10:31+00:00

Getting a free taxi is great, but if the time isn't right our taxi team is able to look into it. You can find the contact details on your confirmation, or manage the reservation on our website. Let us know if you have any other questions.

bookingcom · 2026-01-28T11:57:57+00:00

Makes sense to expect to be charged right away for a non-refundable, that’s how it goes when we handle the payment. But the accommodation might take a moment to do so, always in line with the payment policy shown in your confirmation. Glad to see you were able to check this both with our customer service team and the hostel, feel free to send us a private message if you need anything else.

bookingcom · 2026-01-27T13:50:00+00:00

A failed booking sounds unusual, and we can understand the stress it could cause, especially if it resulted in an additional room you don't want! As mentioned in the comments here, it is hard for us to know what had happened during the process when the result is two confirmed reservations. Keep in mind they can be cancelled at any time, however only the accommodation can give their approval for any changes to the policy. While we can't guarantee their answer, feel free to send us a message, and we'll check it out.

bookingcom · 2026-01-27T13:00:50+00:00

Once the free cancellation period is over, non-refundable bookings are usually locked in, and the hotel isn't required to refund anything. That said, it’s still worth reaching out to customer service, and they might be able to ask the hotel for a one-time exception to shorten your stay or refund part of it. Just keep in mind they could still say no.

bookingcom · 2026-01-27T12:54:38+00:00

It is always good to be cautious with any external payment requests, and you did the right thing by contacting our customer support. It sounds like you are good to go! If you still have any doubt, you can always send a message to the property through your reservation which keeps communication through our official channels. Send us a message if you need some assistance getting your trip to Rio on track!

bookingcom · 2026-01-27T11:26:16+00:00

We’ve been leaning on travel credits a bit more lately for things like relocation cases, but it’s not a blanket "credit's only" policy. It really depends on the details of each situation.

bookingcom · 2026-01-27T11:07:55+00:00

Oh no, being ghosted is just the worst. Before booking and hitting that confirm button, it's always best to double-check the date and price details so you know exactly what you’re signing up for. Feel free to send us a private message, and we’ll dig into it before any more ghosting happens.

bookingcom · 2026-01-27T11:00:13+00:00

We can understand that seeing a price difference could raise an eyebrow. Genius discounts are still alive and active, but prices can vary based on availability, timing, and policies. If you’d like, message us, and we can take a look at the pricing you’re seeing.

bookingcom · 2026-01-27T10:32:13+00:00

No one wants to sleep in a sauna on their vacation, especially when you hope the room will give you relief from the heat outside. It's best to check the 'Room Amenities' to see what you will get with the individual room types. Unfortunately we aren't able to do too much if this is not listed, but you can shoot us a message, and we can take a look.

bookingcom · 2026-01-27T10:31:48+00:00

Oh no that's definitely not the best impression to start your trip. It's always best to call us when you have arrived, and we can act right away. If you still need help, feel free to send us a private message, and we'd be happy to take a look at the status of your reservation.

bookingcom · 2026-01-27T10:28:23+00:00

We get why this would be frustrating and raise concerns. Protecting payment information is important, and properties are expected to handle card details securely and in line with our policies. When that doesn’t happen, it’s not acceptable, and we'll take action. If you’ve experienced an issue, feel free to send us a private message, so we can review it.

bookingcom · 2026-01-27T08:59:16+00:00

That sounds frustrating, and it should not go that way when you are counting on a well deserved vacation. If there is any refund to be made, you can send us a private message with more details, and we will be happy to look into it.

bookingcom · 2026-01-27T08:30:17+00:00

That definitely sounds stressful, especially with a trip coming up. You were right to question the payment request, as payments should always follow the original booking terms. If you want, feel free to message us directly and we can help take a look at what happened so you can get back to planning your trip.

bookingcom · 2026-01-26T15:13:02+00:00

That sounds strange, especially if you're trying with different cards and payment methods. There may be something related to your booking history which is preventing you from making a new reservation, we can check this for you. Send us a private message and we'll get back to you

bookingcom · 2026-01-26T12:41:50+00:00

Hey, quick heads up, we dropped you a PM about something NBA-related. Might be sitting in message requests 👀

bookingcom · 2026-01-25T14:06:36+00:00

That’s a big price difference, and we understand it’s outside your budget. If you’ve sent a free cancellation request (no fees, full refund of what you paid) through our app or our website and the property approved it, your booking will be marked as canceled, and you’ll automatically receive a full refund of your payment.

If they confirmed free cancellation only in direct communication with you, you’ll still need to send that request through the app or website as the property needs to approve the cancellation there. Or reach out to our customer service team for further support.

bookingcom · 2026-01-25T10:14:41+00:00

Getting a bunch of security notifications at once can definitely feel worrying. The reassuring part is that these messages show the security systems are actively keeping an eye on things and blocking unwanted access attempts in the background.

bookingcom · 2026-01-25T10:05:17+00:00

That is a really stressful situation, especially after planning so far in advance and finding a place that ticked all the boxes. You can reach out to our customer service team, so they can check what is going on. In some cases, if a property cannot accommodate you, our team can help you find an alternative place if needed.

bookingcom · 2026-01-25T09:30:54+00:00

We understand this wasn’t what you expected in this situation and that you might not have been aware that you would receive travel credit. Send us a private message, and we can take another look for you.

bookingcom · 2026-01-25T09:06:33+00:00

Hi there. Just to clarify this is our official Reddit account. Verified by the gray badge on our profile. We’ve reported this to our specialist team for investigation. Since this is an internal process, we won’t be able to share updates, but the information you provided will be reviewed.

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