Booking.com Delays Approved Refund for 57 Days on Naftilos Residences Stay
My free cancellation request for reservation number 5245****68 (PIN code 0648) at the property named Naftilos Residences I, booked through Booking.com, was approved by the property on July 15, 2026. Following the cancellation, I was notified via the app that the payment of 12,097.83 TL would be refunded to my account within 7–12 business days. However, 57 days have passed since the cancellation approval, and no refund has been made to me.
Throughout this process, I have been contacting Booking.com customer service approximately once a week. In every single call, I am informed that the refund has been approved by the property, that the process is currently with Booking.com's finance department, and that the payment will reflect in my account within 7–12 days. However, despite these specified timeframes expiring repeatedly, no payment is made, and I am simply given the same 7–12 day timeline again in every call.
Most recently, during my call on September 2, 2026, I was told that the matter would be discussed with the finance department, that I could disconnect if the call took longer than 5 minutes, and that I would be contacted back. Despite waiting on the line for approximately 15 minutes, I was unable to connect with any representative. No follow-up call was made afterward either; I only received an email stating once more that the refund would occur within 7–12 days.
During my call today, it was suggested for the first time that the issue might stem from my credit card. However, the refund for another reservation made and canceled using the exact same credit card reflected on my card without any issues. Nevertheless, I separately contacted my bank to verify the situation. The bank informed me that there are no pending or processed refund transactions from Booking.com or related to the reservation in question, and that my credit card is fully enabled for international transactions.
Furthermore, instead of providing information regarding this reservation that I have been waiting to resolve for nearly two months, an ARN number belonging to a completely different reservation—whose refund had already reached my account—was shared with me. Therefore, this provided information does not contribute to resolving the current issue.
In summary, the refund of 12,097.83 TL for my reservation (confirmation number 5245****68, PIN code 0648) at Naftilos Residences I has not been processed for 57 days, despite the free cancellation being approved on July 15, 2026. Over this period, customer service has repeatedly offered the same 7–12 day delay without delivering any concrete progress.
At this stage, I demand not another standard 7–12 day waiting period notification, but a direct verification by the finance department as to which stage the refund transaction is actually in, alongside a concrete explanation for the delay.
I demand that the payment of 12,097.83 TL be refunded to my credit card without further delay, and that I be formally notified in writing with the transaction date and, if possible, the relevant refund/ARN reference number once the refund is completed.