Charged $2,567 USD for a Hotel I Never Stayed In – Booking.com What Went Wrong?

I made a reservation via Booking.com for a stay at the Cumberland Hotel London in London for October 9–12, 2025 (PIN code: 393092, Confirmation Number: 17620157047995689974). However, due to a misunderstanding of the hotel policy, my reservation was cancelled on October 9. The hotel management said that the payment would be refunded within 15 days, and that the refund would be processed by Booking.com.

A total of $2,567 was charged to my credit card. Since the cancellation I have contacted Booking.com repeatedly via the app, but I have not received any response yet. I also contacted the hotel; however, I was told that the refund can only be processed by Booking.com.

I am requesting that the fee for my cancelled reservation be refunded to me as soon as possible.