I made a home reservation through Booking.com for a property called Notting Hill & Hyde Park Flat in the Hyde Park area of London, under reservation number 5457****91, with check-in on November 12, 2025, and check-out on November 17, 2025. I paid £849.49 for this reservation, and the booking could not be completed without making the payment.
When we arrived at the property on the reservation date with my two children, we were unable to obtain any key or entry code, and we could not even locate the property properly. We tried repeatedly to contact the host, but we could not reach them at all. As a result, in a country where we do not speak the language, we were left on the street with two children around 11:00 PM–12:00 AM.
After this, we contacted Booking.com, and following their guidance, we made a new hotel reservation and paid for the hotel stay ourselves. We sent the hotel invoice to Booking.com and were told that, at the very least, the amount we paid for the apartment—since we never used the property at all—would be refunded. However, nearly two months have passed, and despite waiting repeatedly, the £849.49 refund has still not been issued. The most recent response I received stated that they are still waiting for a response from the property.
Throughout this process, I was seriously harmed along with my children, and I have been waiting for a refund for a long time for an accommodation that I never stayed in or benefited from. I am requesting that the £849.49 paid for reservation number 5457****91 at Notting Hill & Hyde Park Flat be refunded to my card in full as soon as possible, since no accommodation service was provided to me in any way.
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