Booking.com Failed to Resolve a Denied Check-in
I had a prepaid reservation through Booking.com for Posh South Beach in Miami Beach. I arrived at the property on time for check-in and was willing and able to pay the required security deposit. However, the hotel refused to check me in because I did not have a physical payment card. I presented the same payment card used for the reservation through my banking application, showed valid government-issued identification, and offered to pay the security deposit using Apple Pay. The hotel refused these payment methods and denied accommodation. I contacted Booking.com immediately and requested assistance because I had paid for a service that I did not receive. Although Booking.com contacted the property, it ultimately informed me that it could not issue a refund without the hotel's approval. I believe Booking.com should do more to protect customers when a property refuses accommodation based on a requirement that the customer disputes was not clearly disclosed before booking. I have since opened a chargeback with my card issuer and filed complaints with the relevant Florida consumer protection authorities. While Booking.com facilitated communication with the property, I was disappointed that the issue could not be resolved and that I remained responsible for pursuing other avenues to recover my payment.