Booking.com Ignoring My Refund Request After Hotel Check-In Code Error

I made a hotel reservation in Ghent, Belgium through Booking.com. However, due to the hotel providing an incorrect access code, I was unable to check in. My check-in time was 9:00 p.m., and because I couldn’t reach anyone at the property for assistance, I had no choice but to stay at another hotel that night.

I recorded a video as proof and sent it to the hotel, and they admitted their mistake. However, they told me that I needed to contact Booking.com to request a refund and cancellation. I have already messaged Booking.com customer service through the app, but I still haven’t received any response.

I am requesting a full refund for the night I couldn’t stay, as the issue was entirely due to the hotel’s error. I’ve already been through enough inconvenience, and I’d appreciate a prompt response via email or message.