Booking.com Delays Refund After Prepaid Reservation Cancellation

I made a prepaid reservation through Booking.com for Hotel Panorama Ski for the dates January 19, 2026 – January 22, 2026. I canceled this reservation on January 2, 2026, fully in accordance with the cancellation conditions stated on the website. My reservation details are Confirmation Code: 6596074144 and PIN Code: 8158, and the amount I am waiting to be refunded is 1050 BGN. Despite canceling within the allowed time frame and according to the rules, my refund has still not been processed, even though a long time has passed.

I relied on the refund time stated in the cancellation policy and expected the amount to be returned to my account within that period. However, the process has not progressed as described. We canceled this booking because we decided to stay at a different property, and I honestly regret choosing a prepaid reservation because of the situation I am now facing.

Additionally, seeing that many other users report similar issues and that Booking.com does not respond to those complaints has seriously damaged my trust in the brand. From a platform that claims to value customer satisfaction, I would at least expect a transparent explanation of the process and clear information about why the refund is delayed.

I request that this issue be resolved, that my refund of 1050 BGN be issued as soon as possible, and that the reason for the delay be clearly explained to me.