I was forced to request a free cancellation of my reservation at Duse Luxury Stay in Milan, Italy, which I had booked through Booking.com for December 29–31, due to medical reasons on December 26, 2025. Because of my spouse’s health condition, traveling was not possible. I sent medical documents related to the surgery and my spouse’s information by email. At the same time, I sent messages through the Booking.com system and submitted a free cancellation request on the website.
Even though I made all of these requests days before the travel date and fully on time, I have received no response whatsoever from either the hotel or Booking.com to this day. Other than automated email replies, there has been no explanation or solution-oriented response. This has created the strong impression that the matter was deliberately delayed until the check-in date and then completely ignored.
I am currently facing significant medical expenses due to the treatment and recovery process and am under serious financial strain. Despite acting in good faith and providing all required documentation, I was shown no understanding or support. During the same period, for another reservation I made through Trip.com for January 2–5, which was marked as non-refundable, the platform management acted with understanding and assisted with a refund. This contrast has raised serious concerns about Booking.com’s approach to customer satisfaction.
I do not find it acceptable that, despite official medical documentation clearly proving the situation, I received no support and complete silence. Moreover, although the system offers a “cancellation due to medical reasons” option, the fact that this option is not actually implemented has caused additional disappointment and mistrust regarding why such a feature exists at all. As a matter of customer care, I am requesting a full refund of the amount I paid, that my medical circumstances and financial hardship be taken into account, and that a clear, written explanation regarding this process be provided.
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