Booking.com Won’t Refund £1,600+ for Canceled Chelsea Apartment Despite Policy
On June 6, 2025, I booked the “3 Bedroom Apartment at the Chelsea Waterfront” listed by Trust Remscheid on Booking.com. The reservation clearly stated that in the event of cancellation, the full amount—£1,600.72—would be refunded. Unfortunately, I had to cancel the booking, and when I tried contacting the property, there was no response at all—it was like the listing didn’t even exist. No one was reachable at the address.
I then contacted Booking.com support and waited on hold for 20 minutes just to speak with someone. Shockingly, they repeatedly asked me to prove that a refund wasn’t issued, instead of reviewing the case based on their own policy and system records.
To make things worse, when I turned to my bank, Yapı Kredi, for support, they completely mishandled the complaint by incorrectly logging my £1,600.72 refund request as just ₺1,600.72. I also couldn’t get through to the branch or customer service by phone—there was no way to speak to anyone.
At this point, I feel abandoned by both the platform and the bank. I fulfilled every requirement on my end. I canceled within policy terms, contacted support, and followed every step, yet I’m still out over £1,600 with no resolution.
I demand that Booking.com process the full refund immediately, as stated in the listing’s cancellation policy. This is a significant amount of money and a clear breach of trust. If this isn’t resolved promptly, I will escalate this through formal legal and consumer protection channels.
