In July 2024, Jeff and Lynn from Portland, Oregon, booked two apartments in Koloa, Hawaii, through Booking.com for $12,984. They canceled shortly after and were promised a full refund within 14 days. Two years later, the money never arrived.

The property manager, Dicasi Vacations, based in Mexico City, claimed to have refunded the amount, but Bank of America never credited their card. Despite providing months of statements, Booking.com sided with Dicasi. When the couple disputed the charge, Dicasi sent falsified documents to the bank claiming they had stayed, leading to the dispute being denied.

A lawyer’s letter to Booking.com went unanswered. After intervention, Booking.com agreed to refund the full $12,984. The company stated Dicasi was removed in 2023 due to fraudulent activity and that payments were processed outside their system, limiting oversight.

Unlike Airbnb, which handles all payments directly, Booking.com allows partners to manage transactions independently.