Booking.com Hotel Room Did Not Match Reservation – Requesting Refund

For our stay in Vienna from November 15-17, 2024, we booked two rooms through Booking.com, but the hotel provided us with rooms that were entirely different from what we reserved. When we raised this issue with the hotel staff, they claimed there was nothing they could do and directed us to Booking.com for a refund.

Despite submitting a complaint to Booking.com, there was no immediate response, leaving us with no choice but to stay in substandard rooms for two nights. The rooms were far worse than what we paid for, and as a result, our family endured two sleepless nights.

I am attaching photos of the rooms we booked versus what we received and demand a full refund from Booking.com for this unacceptable experience.