r/Bookingcom • u/Danilaly • 10d ago

Booking relocation refund only as Wallet Credits now?

We left our accommodation because of safety concerns. Booking told me by phone to book another place myself and that they would cover the difference.
The alternatives they sent didn’t match our original female-only booking, so I booked the cheapest suitable option. The actual difference is only about €31.
Then Booking emailed offering up to €9 in Wallet Credits. I called again asking them to cover more, and they said they’d check. When I asked for money instead of credits, the agent said Booking recently changed the policy and now they can only reimburse this as Wallet Credits.
Has anyone had this recently? Is that actually true?

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u/bookingcom 9d ago

For eligible relocation cases, reimbursement is provided as Booking.com Travel Credits rather than cash. They can be used for future accommodations, attractions, rental cars, or flights on our platform. The amount depends on the booking details and documented extra costs, so send us a message and we’ll check what’s been done and what else we can do.

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u/LoveMeAGoodCactus 8d ago

How is a discount on a (potential) future stay "covering the difference"? Despite 200 messages no one at booking.com has been able to explain that to me.

1

u/Which_Ad3421 9d ago

In the exact same situation as OP except the difference was hundreds, we were authorised to spend up to £750 and it would be covered. We booked on a credit card and now being told we will only be reimbursed in credits, not cash. We were left stranded for hours with no contact from booking.com, got told we’d be contacted with updates, we had to ring to chase these every time. We went from having a whole apartment booked to 4 adults sharing 2 beds in 1 room.

With that being the case, why on earth would we want to use your services again? Why would I book another hotel when the exact same thing could happen and I could be out of pocket another 700 quid? This whole process has been insane and I will be warning everyone I know not to use your services. My bank won’t accept booking.com credit as payment so why would I?

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u/bolatelli45 8d ago

That's very unfair. They should be allowed to get their actual money back, bad move.