Booking.com Refuses $196 Refund Despite Documented Medical Emergency

I made a reservation at Corfu Hotel Cyprus under the name Handan M**** on August 21, 2026, through Booking.com, for a stay from August 28 to September 2 (Reservation #5119****20). I paid the total booking fee of $196 using my credit card.

Due to a sudden medical emergency involving my son, who has epilepsy, traveling has become completely impossible. I hold official medical documents and a Special Needs Report for Children (ÇÖZGER) issued by Ankara University İbn-i Sina Hospital under the name A S*****, proving my son's health condition and his inability to travel. Because of this, shortly after making the reservation yesterday, I submitted a cancellation and refund request early this morning to both Booking.com and the hotel.

When I spoke with Booking.com, they claimed the cancellation and refund decision rested entirely with the hotel and that they could not take any action. In my correspondence with the hotel, I was informed that my cancellation request was rejected, and my subsequent emails and messages have been completely ignored. Furthermore, Booking.com's page contains no clear information indicating that the hotel is located in Southern Cyprus or outlining the applicable visa/entry restrictions for Turkish citizens. This lack of transparent disclosure from both Booking.com and the hotel has caused significant hardship.

My son's unforeseen medical emergency and the legal entry restrictions making travel physically impossible fall under international travel consumer principles and universally recognized "force majeure" practices in the hospitality industry. Despite this, insisting on retaining a $196 cancellation penalty is entirely unfair.

I demand that both Booking.com and the management of Corfu Hotel Cyprus take into account these force majeure circumstances and official medical reports, waive the cancellation fee entirely, and refund the full $196 to my original payment method. Additionally, I request that information regarding the property's location and visa/entry restrictions be clearly updated on the platform to prevent similar issues for other travelers.