Booking.com Ignores Quality Complaints and Denies Refund for Rome Stays

Through Booking.com, we made reservations to stay at Numa Rome Linea and Madison Hotel in Rome, Italy, for the dates December 11–14, 2025. We paid €2,082 for Numa Rome Linea and $314 for Madison Hotel, and unfortunately both reservations were marked as non-refundable.

After learning about the experiences of the first group that stayed at these hotels before us, we were informed of serious issues. We were told that the hotels were not reliable, the rooms were extremely small, there were major cleanliness problems, the elevator was broken, and that they encountered many similar issues. Because we did not want to stay under these conditions and wished to avoid experiencing the same problems, we requested to cancel our reservations and receive a refund.

I submitted our cancellation and refund request both in writing through Booking.com and verbally by phone. However, Booking.com rejected our request, stating that the hotels did not approve it. Booking.com did not take ownership of the issue and offered no assistance despite the problems reported. Given the serious complaints related to accommodation quality and guest safety, I expected Booking.com, as the intermediary platform, to take a customer-protective and solution-oriented approach.

I request the cancellation of both reservations made at Numa Rome Linea and Madison Hotel, and a refund of the total amounts paid — €2,082 and $314. I also ask that this negative experience be investigated, that other users in similar situations are not harmed, and that our grievance be resolved as soon as possible.