Booking.com Refund Not Received After No Heating at Grey & White Hotel Rome

I booked a stay at the Grey & White Hotel in Rome through Booking.com for March 11–14, 2025. During my stay, there was no heating in the room, and we were freezing throughout the night. No one offered any help, and Booking.com’s customer service was unavailable after hours. The host also never responded and was clearly asleep in a warm home while we were struggling in the cold.

The next morning, I requested to cancel the rest of my reservation and receive a refund because the conditions were unacceptable. When I contacted Booking.com customer service, I was told that the refund would be processed, but to this day, no payment has been made. I paid a total of €264.87, and I am still waiting for the amount to be returned to my account.

I have since contacted customer service multiple times, but no one has provided a solution or follow-up. I request that my refund be processed immediately and that my complaint be taken seriously. This experience has caused significant inconvenience and disappointment, especially considering Booking.com’s promises of reliable service.