Q. I prepaid for two nights in a hotel through Booking.com. But when I arrived, an employee said their confirmation system was down, and there was no record of the reservation or an ability to ...

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems.

The hotel David Marsh reserved in Cancun, Mexico, is not responding to his questions -- but it's keeping his money. Can Booking.com help him get a refund?

DEAR TRAVEL TROUBLESHOOTER: I prepaid for two nights in a hotel through Booking.com. But when I arrived, an employee said their confirmation system was down, and there was no record of the ...