Booking.com: reservation not honored

Collect

• confirmation number
• photos
• messages with the property
• receipts for a replacement stay

Steps

1. Tell the property at once and ask for an equal room.

2. Contact Booking.com customer service through the booking (24 hours a day) and ask for help with relocation or a refund.

   OnlineBooking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking) Sign-in required

3. Afterwards, send a written complaint (topic "Reservation") with evidence through the dispute resolution form.

   FormDispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)

Facts you can cite

• Policy

  Booking.com's terms require binding individual arbitration administered by National Arbitration & Mediation under New York law, after a mandatory Internal Review Procedure of 60 days; small claims court is allowed.

  Source: booking.com, verified 2026-10-12

• Deadline

  An arbitration opt-out notice ("Arbitration -- Opt-Out Notice") must be sent through the Dispute Resolution page within 30 days after you first become subject to the agreement, by you personally.

  Source: booking.com, verified 2026-10-12

Rules in force

• FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)
  16 CFR part 464 (90 FR 2066, January 10, 2025)

  Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.

  Source: ecfr.gov, verified 2026-10-12

  3 citable points

  • Policy

    The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.

    Source: ftc.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   OnlineBooking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking) Sign-in required

   Contact the property or airline as well; it decides the refund.

2. Written complaint

   FormDispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)

3. Federal regulator

   RegulatorU.S. Department of Transportation, Office of Aviation Consumer Protection +1-800-778-4838

   For air tickets bought through Booking.com.

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   FormDispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)

   The Internal Review Procedure (60 days) must come first; small claims court is allowed.

Watch out

Related

• Reservation not honored at other companies
• How Booking.com complaints actually go (dossier, checked 2026-10-12)
• Online travel agencies — how complaints work
• Booking.com: refund request
• Booking.com: flight cancelled or significantly changed