Hotel took a deposit but cannot find your booking
Show the reservation confirmation and payment record, including the booking channel and property name.
What to do next
- Show the reservation confirmation and payment record, including the booking channel and property name.
- Ask the hotel and booking platform to locate the reservation or provide equivalent accommodation, and get any refusal in writing.
- If accommodation cannot be supplied, seek refund/payment-dispute options through the booking provider and your bank.
Recommended service or product
Booking.com customer service
Booking.com customer service is a relevant starting point for this task because it offers the official service, tool or product category used in the steps above.
Open Booking.com customer service — official websiteWhat to check before deciding
Ask the hotel and booking platform to locate the reservation or provide equivalent accommodation, and get any refusal in writing. If accommodation cannot be supplied, seek refund/payment-dispute options through the booking provider and your bank. A pending card authorisation is not the same as a settled deposit. Check whether the money is pending or posted before opening a formal billing dispute.
Frequently asked questions
Which checks matter most for hotel took a deposit but cannot find your booking?
Show the reservation confirmation and payment record, including the booking channel and property name.
What should I do next if the issue with hotel took a deposit but cannot find your booking remains?
Ask the hotel and booking platform to locate the reservation or provide equivalent accommodation, and get any refusal in writing.
What should I do next if the issue with hotel took a deposit but cannot find your booking remains (part 3)?
If accommodation cannot be supplied, seek refund/payment-dispute options through the booking provider and your bank.
What practical considerations apply to hotel took a deposit but cannot find your booking?
Distinguish hotel deposit from temporary card authorisation; contact booking agent and issuer for trace/duplicate charge.