Booking.com and Boutique Hotel Museum Failed to Refund ₺60,378 for Canceled Reservation

I made a reservation at Boutique Hotel Museum (Hotel Museum Belgrade) via Booking.com for December 29, 2024 - January 2, 2024, under reservation number 4639752380. The booking included "free cancellation" and "pay at the property" options, allowing cancellation up to two days before arrival without any charges.

However, on December 8, 2024, the hotel charged my card ₺60,378.95 (186,600 RSD) without my consent. Knowing this was against the terms, I immediately canceled my reservation the next day, December 9. Booking.com confirmed my free cancellation via email, and communication with the hotel through Booking promised a full refund within 5-10 business days.

Today is December 24, 2024—15 days (11 business days) later—and I still haven’t received my refund. My bank confirmed that no refund request has been initiated by the hotel or Booking.com. This is incredibly frustrating, especially as a loyal Booking.com customer who has never faced such a significant issue before.

I demand an immediate resolution and the refund of the full amount charged. I also request prompt updates about this situation, as the lack of transparency has been unacceptable. Please resolve this matter urgently.