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My daughter had flights to Japan cancelled by the airline two days before she was due to travel. She then needed to contact to bookings.com to cancel hotel/apartment bookings. Booking.com advised her to contact the hotel/apartment owners directly and if she couldn't get a full refund from them bookings would refund the balance.
As her travel time was cancelled so near the departure date, the hotel etc had already taken the full costs. She can't get a reply from the hotel or apartment so she informed bookings of the problem. They asked that she submit her bank statement showing the payments. This she did but bookings now say that as the name of the hotel and apartment are not named on the statement (debit card)they can't refund the money.
Surely the contract is with Bookings.com in the first place and they should have a trail of all such transaction as they have to deduct their commission from every booking. I don't understand why my daughter has to prove payments given they already have a record and would already have their commission deducted.
Is it reasonable for my daughter to request a copy of the payment transaction she made through Bookings.com so,that she can establish they have a record already and do not need her to prove she paid these amounts through their site several months ago. Any advice how best to proceed? Many thanks.
As her travel time was cancelled so near the departure date, the hotel etc had already taken the full costs. She can't get a reply from the hotel or apartment so she informed bookings of the problem. They asked that she submit her bank statement showing the payments. This she did but bookings now say that as the name of the hotel and apartment are not named on the statement (debit card)they can't refund the money.
Surely the contract is with Bookings.com in the first place and they should have a trail of all such transaction as they have to deduct their commission from every booking. I don't understand why my daughter has to prove payments given they already have a record and would already have their commission deducted.
Is it reasonable for my daughter to request a copy of the payment transaction she made through Bookings.com so,that she can establish they have a record already and do not need her to prove she paid these amounts through their site several months ago. Any advice how best to proceed? Many thanks.