No refund by Booking.com in case of serious illness

[Aline Novo]

Hotel Name

Avenue Hotel

Company Name

Booking.com

Website Name

https://www.booking.com/index.pt-br.html?label=gen173nr-10CAEoggI46AdIM1gEaDuIAQGYATO4ARfIAQzYAQPoAQH4AQGIAgGoAgG4Aqfep8UGwAIB0gIkMDRkNTliY2MtYzBhYi00ZDkyLWFkZjItZjRiYjFhOWQ5Yzlm2AIB4AIB&sid=0e78533daa71de4f042fd51f941824a9&keep_landing=1&sb_price_type=total&

Loss Amount

6000

Ratings

1.00 star(s)

My parents have a trip to Amsterdam planned and booked a hotel from September 9th to 13th 2025. However, my mother was diagnosed with lung cancer and needs to start treatment immediately, having to cancel the trip. The hotel agreed to issue a refund, but Booking.com used a third-party company to book the accommodation, and said they couldn't contact the third-party company because they didn't know who they were (how is that possible??). They simply said it wasn't part of their protocol!! Complete nonsense! The treatment is extremely expensive, and I can provide a medical statement. Yet Booking.com said there was nothing they could do.

 

[asha_kanta_sharma]

• In India: File a case via NCH Consumer Helpline (https://consumerhelpline.gov.in/) OR district consumer forum.
• In EU (Amsterdam booking): File complaint via European Consumer Centre (ECC). Booking.com is an EU-based company and must comply with EU consumer laws.

 

[TeamMember]

Hello @Aline Novo

We are really sorry, as you are from Germany, so we are not able to provide you any kind of support, as the Consumer Rules are different in Germany and we are a Private Law Firm from INDIA.

Thanks