Tisch Lorentzen

Based on my experience, Booking.com is a high-risk platform if anything goes wrong. Nearly €2,000 has been withheld for five months after a timely cancellation under their own stated policy.

The process involved silence, deflection, and apparent avoidance of consumer-protection obligations. Even escalation to senior leadership (CEO and CFO) produced no resolution. I would strongly advise others to think carefully before using Booking.com, because recovering your money can become an exhausting uphill battle.

ICS mishandled a €2,000 consumer dispute for five months with contradictory information, unexplained reversals, and no ownership. A correction was applied and then cancelled without anyone able to explain why.

Communication was slow and inconsistent. Decisions were made without addressing clear ambiguity in the cancellation terms or basic consumer-protection principles. The burden was placed entirely on me while ICS failed to provide transparency or resolution.

This should have been straightforward. Instead, it was an exhausting, time-wasting process that showed serious operational incompetence. I would not trust ICS to handle a dispute of any size.

I booked a hotel with a clearly stated cancellation policy. After I paid €1,997, the hotel changed the terms—removing my right to cancel—and Booking.com allowed it. I canceled according to the original written policy, within the allowed timeframe, yet the hotel refused to refund me.

Booking.com refused to help, despite clear documentation and screenshots showing the cancellation terms at the time of booking.

This is unacceptable. A merchant should not be allowed to rewrite terms after payment. Booking.com has a duty to protect consumers from this kind of bait-and-switch behavior. Their refusal to acknowledge or intervene is unethical and likely violates EU consumer protection law.

Booking.com and Les Jardins de Coppélia refused to refund me €1,997 even though I canceled within the stated free cancellation window.

The policy clearly said: “Free cancellation until 3 days before arrival.”
My check-in was on July 19 at 15:00. I canceled at 09:00 on July 16 — a full 80 hours in advance. That’s exactly 3 full days.

Booking.com blocked my cancellation and told me to contact the hotel. The hotel said Booking.com is responsible. Neither took accountability. I have emails from both. Now they’re trying to claim the policy actually meant midnight on July 15, which is not written anywhere.

I’ve filed a complaint with ECC-Net, reported them to Dutch consumer authorities, and initiated a credit card chargeback. I’ve also contacted Booking.com executives.

Avoid Booking.com and this hotel. They are dishonest, they shift blame, and they keep your money even when you follow their rules.

Took them 29 business days to finish them; if they had taken one more day I could have refused them and been fully refunded. Extremely expensive for the low quality fabric. The blinds are apparently "70% blackout" which is not true; it's thin unlined, polyester fabric and I can see my hand through them.

This is a Dutch holding company that ships and sells all their products from China while pretending their products are from the Netherlands. They make sure they don’t specify where that you have to return their cheap junk that looks nothing like the images to China at your own cost.