Booking.com Refused Refund for 3 Nights at Candy Cafe Apartments London
On August 18, 2025, I booked a 4-night stay at Candy Cafe Apartments in London through Booking.com. I paid £684 by credit card. However, when I checked in, the room was nothing like the description on the website. It was extremely dirty, smelled terrible, and felt unsafe. Worst of all, the door had no proper lock. Under these conditions, I could only stay for 1 night and had no choice but to move to another hotel for the remaining 3 nights.
My reservation number is 5285****96. I repeatedly contacted Booking.com customer service regarding the issue, but the property refused to refund the 3 unused nights, and Booking.com provided no real support. The option to cancel was not even made available, and despite sending multiple messages to both the hotel and Booking.com, my problem remains unresolved.
What makes this even worse is Booking.com’s response telling me to “contact the property yourself.” I booked through Booking.com precisely because I trusted their platform. It is unacceptable that they deny responsibility and leave the customer unprotected.
I demand a refund for the 3 nights I did not stay and expect Booking.com to take full responsibility for this situation. Customers rely on Booking.com to guarantee safe and reliable accommodations, not to abandon them when problems arise.
