Booking.com Charged Full Amount Despite Refundable Reservation Cancellation

I booked a fully refundable stay through Booking.com at Flor Parks Barcelona Hotel for September 1–8. My reservation was specifically created as cancellable with a refund guarantee. Later, I requested a date change, but was told it would be processed at the new, higher rate. To clarify the situation, I sent an email for details, but after 9 days, I received no response.

Due to this lack of information and support, I had no choice but to cancel my reservation. However, despite the refundable guarantee, the entire amount was still charged to my account. Since my issue remained unresolved, I was forced to make a last-minute booking at a significantly higher price.

My booking was made under the email address b********@hotmail.com**. I attempted to contact customer service, but received no reply.

I am requesting:

A full refund of the charged amount, since my booking was cancellable and refundable.

Compensation for the price difference caused by being forced into a higher-priced booking.

An explanation as to why my emails and requests for assistance were ignored.

Booking.com should uphold its refund guarantees and provide clear, timely support to prevent unnecessary financial and emotional stress for its customers.