Booking.com Did Not Honor La Hacienda Cyprus Free Cancellation Policy

Serkan
Booking.com
September 5, 2025 6:04 PM27

We booked La Hacienda Cyprus Hotel via Booking.com for the dates September 3–5, 2025, with confirmation code 6253328372 and PIN 3203. Unfortunately, we could not travel due to personal reasons.

The main reason we chose this property was because the site clearly stated there was a free cancellation guarantee with no conditions. However, when we tried to cancel, neither a refund nor a proper cancellation was processed.

Booking.com told us to contact the hotel directly, while the hotel staff said Booking.com is the responsible intermediary and that they cannot process the refund. This back-and-forth has left us completely stuck and out of pocket.

We demand the full refund of our payment as promised under the free cancellation guarantee. Booking.com should take responsibility instead of pushing customers between the hotel and the platform. This situation is unacceptable, and we expect our money back without further delay.

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