Booking.com Customer Service Ignored My Case After Canceled Hotel Booking

On October 18, 2025, my Rome hotel reservation (booking number 6933779600) made through Booking.com was canceled without any prior notice or explanation. I contacted customer service multiple times—by phone, email, and through the app. At first, I was told that a new hotel would be arranged, but the one they offered was four hours away from my location in Rome, which I declined.

Then, a second hotel was arranged. However, when I arrived, I was denied check-in because the hotel said my reservation didn’t appear in their system, even though the payment had already been charged to my credit card. They told me a refund would be processed. Left with my luggage on the street, I was redirected to yet another hotel, but upon arrival, I was told the property was fully booked and could not accommodate me.

Throughout the day, Booking.com repeatedly redirected me to different hotels instead of solving the issue, and my entire day was wasted. I spent nearly seven hours stranded without a place to stay, and no one from Booking.com followed up or offered real assistance.

I am requesting a full refund of €90 and for Booking.com to restore my right to accommodation as per my original reservation. My booking was refundable, and I experienced a significant amount of distress and inconvenience due to this issue. I expect an immediate resolution from Booking.com.