Booking.com Refused My Free Cancellation Refund

For my reservation at the Ibiş Budget Madrid Centro Lavapiés Hotel, scheduled for November 10–13, 2025, I used my free cancellation right and canceled the booking (Reservation No. 5639****61) on November 3. Even though the cancellation policy clearly stated “free cancellation,” Booking.com emailed me saying that my €377 payment would not be refunded.

I tried to contact the hotel but could not reach anyone. I was also unable to reach Booking.com customer service, and no solution or alternative was offered.

I request that the €377 I paid by credit card be refunded to me in accordance with the stated cancellation policy.