Booking.com Cancelled My Venice Canal & Walter Hotel Booking Without Reason

For my upcoming trip to Italy in August, I made a reservation back in December through Booking.com for Hotel Canal & Walter in Venice. However, about 20 days ago, the hotel cancelled my booking without providing any explanation. Booking.com claimed the cancellation happened because the hotel had ceased operations.

But that statement is clearly misleading—the same hotel is still accepting reservations on other platforms. I’ve messaged Booking.com multiple times explaining my situation, but they’ve failed to provide any constructive solution. Worse, I haven’t even received a single response in over a week.

I’ve been using Booking.com for years and always trusted them, but this experience has made me seriously reconsider. Their lack of communication and failure to take responsibility for my confirmed and paid reservation is deeply disappointing.

Now I’m also growing concerned about my other bookings in Italy. I expected professional handling of such situations—not silence.

I am still waiting for a proper resolution and expect Booking.com to step in, offer me either a suitable alternative or a full refund, and explain why this property is still listed elsewhere if it supposedly shut down. Please address this unacceptable situation and restore my trust in your service.