A man arrives at his hotel only to find his reservation missing. To get his new room covered, Booking.com traps him in endless paperwork.

You booked the room months ago, saved the confirmation number, and may already have the charge sitting on your credit card.

Stephen Stein had booked a two-bedroom suite at a Homewood Suites in Bonita Springs through Booking.com, and his party of three arrived to find the hotel had no reservation for them. He handed over ...