Booking.com Canceled My Paid Reservation Without Notice – No Refund for a Year

I made a 3-night prepaid reservation at Urban Rooms via Booking.com (Reservation ID: 4675044761). After checking in and staying one night, I woke up to an email stating that my reservation had been canceled without my knowledge or consent. When I checked the Booking.com app, it also showed that my reservation had been canceled.

Since the property operates with self-check-in, there was no staff available on-site to assist me. Fearing that my access code would be disabled or my room would be given to someone else, I decided to book alternative accommodation through Airbnb. The next day, on April 21, 2024, I contacted Booking.com customer service by phone and requested a refund for my unused nights (€134 for 3 nights).

Now, almost a year later, I am still fighting to get my refund. Despite sending multiple emails, I only receive automated responses saying that the issue is being discussed with the property. Meanwhile, the property claims I stayed the full 3 nights, which is completely false. When I reached out to them directly, they told me that they never received my payment and that I should contact Booking.com—which feels like a complete lack of accountability from both parties.

I have used Booking.com for nearly 10 years, trusting the platform to handle issues fairly. However, this experience has shaken my confidence in their service. I demand an immediate resolution—a full refund for the nights I did not stay and accountability from both Booking.com and the property for this unacceptable situation.