Ireserved a hotel on Australia's Gold Coast through Booking.com for a family reunion, but they canceled my reservation because of overbooking. Booking.com promised to refund the difference if I rebooked a pricier room, so I paid an extra $655.

After months of unanswered emails and failed phone calls, I still hadn’t received the money. Booking.com ’s customer service has gone silent, and I can't reach anyone. What should I do to hold them accountable? — Frances Dooley, Jannali, Australia

Booking.com should have honored its promise to refund the $655 price difference immediately. Under Australian Consumer Law, businesses must fulfill guarantees made to customers. The company’s own policies also say it will cover costs if it cancels a reservation. But most importantly, you had Booki

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