Booking.com Host Denied My Stay Over Passport Issue and Won’t Refund Me

I booked a stay at Luxury Central London Flats, Best Location in Town (Address: 99 Morning Lane, E9 6ND, UK) through Booking.com with confirmation number: 4830.784.391, PIN: 4313. My check-in date was February 17, and check-out was February 19.

When I arrived at the scheduled check-in time, the host contacted me via WhatsApp, demanding that I send a photo of my passport through the app. I refused, explaining that I was willing to show my passport in person upon arrival. The host refused to accept this and told me to cancel the reservation.

As a result, my brother and I were left stranded in 1°C weather, unable to stay at the property I had already paid for. I was forced to book another accommodation at the last minute.

Now, not only was I denied my stay, but they also refuse to refund my £140. Booking.com’s customer service is useless, telling me that they have no refund policy and that the refund is only possible if the host approves it. I have sent six emails and called customer service twice, yet still no resolution.

Booking.com, I demand a full refund immediately! If a host can deny entry for no valid reason and keep the payment, why should anyone trust your platform? This is unacceptable, and I expect a response!