Booking.com Ignored My Refund Request After Family Emergency at Haus Karnten

I booked a stay through Booking.com at Haus Karnten in Ossiach, Austria for August 16–23, 2025. I arrived on the 16th and stayed for three nights. Unfortunately, on the second night, there was an unexpected death in my family, and I had to urgently return to Turkey the following day.

My son’s accommodation provider immediately refunded his stay under the same circumstances. However, despite contacting both Booking.com and Haus Karnten multiple times, I have received no response at all. The Booking.com app also provides no option to upload the death certificate, which I am ready to share as proof. Even worse, when I tried to call customer service, the phone numbers listed were out of service.

While other travel providers, including airlines and hotels, showed understanding and processed refunds without hesitation, Booking.com’s silence and lack of compassion have been deeply disappointing and emotionally exhausting.

I demand that Booking.com address my case seriously, process the refund for the unused portion of my stay, and fix its broken customer service system. Customers experiencing genuine emergencies should not be left ignored in such distressing situations.