Booking.com Property Had No Heating, Elderly Guest Affected

Between September 26–29, 2025, I stayed at Victoria House by Aeria Apartments in a Two-Bedroom Apartment (Booking confirmation no. 5134****36, PIN 3081). During our stay, we experienced a serious heating problem, which especially affected my elderly father, who has a sensitive health condition.

Despite repeatedly trying to contact the property staff by phone and email, our calls were mostly unanswered, and the emails failed to resolve the issue. That evening, we were told a technician would be sent, but the repair could only be done the following day. As a result, we were forced to leave the property two days earlier than planned and check into another hotel.

I paid 24,893 TL for three nights via credit card, but we stayed only one night before leaving the property. I then had to pay an additional 34,856 TL for a new hotel. During this entire process, neither the property nor Booking.com customer service offered any help, solution, or compensation.

This is the first time I am submitting a complaint to Booking.com regarding this issue. I am requesting a full refund for the stay at Victoria House by Aeria Apartments, as the service was not provided as promised. I also urge Booking.com to take the necessary measures to prevent similar situations in the future. I expect this issue to be handled seriously and resolved promptly.