Booking.com Failed to Return €564 Despite Free Cancellation Policy

I made a reservation through Booking.com for a property called “Apartamento para 6 personas en Madrid Rio alquiler temporal” for October 19, 2025, and €564 was charged to my credit card for this booking. I specifically chose this property because it offered free cancellation.

About one week after making the reservation—well before the stay date—I canceled the booking. Despite the cancellation policy clearly stating free cancellation, nearly two months have passed and the €564 I paid has still not been refunded to me. My reservation confirmation number is 5838963334.

I have contacted both the property and Booking.com customer service multiple times. Each time, I am told that the issue will be resolved as soon as possible, but I am repeatedly delayed. No concrete action has been taken, and I have not been able to reach a responsible representative who can actually resolve the issue. Even though I am constantly told that the matter is being handled “as quickly as possible,” there has been no progress.

I do not accept that a reservation made with free cancellation has still not been refunded two months after cancellation. I demand that the full €564 I paid be refunded to me immediately, without any further delay.