Booking.com Refund for Canceled Vienna Reservation Not Processed

On August 5, 2025, around 13:40, I canceled my Booking.com reservation at “Nice Private Room in Wien Center” in Vienna. I had already spoken with the property owner, and we agreed on a free cancellation. Since I had paid €37.69 in advance, I expected this amount to be refunded to my bank card without issue.

Instead, I have been trapped in a cycle of confusing and contradictory responses from Booking.com customer service:

First call: I was told the finance team would handle it.

Second call: I was told my bank had rejected the refund request. But when I spoke to my bank, they confirmed no such request was ever made.

Third call: The representative only read out a note from the finance department and ended the conversation, offering no solution.

Fourth call: I was suddenly told that Booking.com never received the payment and therefore could not issue a refund—directly contradicting earlier responses.

This is the first time I have ever had such an issue with Booking.com, and it has completely undermined my trust in the company. I used my free cancellation right correctly, and I should not be left chasing answers for weeks while my money remains withheld.

I demand that Booking.com immediately process the refund of €37.69 back to my bank card, provide a clear explanation for these repeated contradictions, and ensure that customers are not left in this situation again. Customers deserve consistency, transparency, and respect for their rights.