How to Protect Yourself When a Booking.com Host Claims the Previous Guest ‘Didn’t Check Out

I made a reservation on Booking.com for a property called Apartments Köln in Cologne, Germany, and I paid approximately €991 by credit card for booking number 6539020951. I was supposed to check in on November 8, 2025, at 3:00 PM, but the property staff told me that the previous guest had not checked out and that they would only hand over the apartment at 7:00 PM. I’m now stuck with five large suitcases and have been left completely stranded. They also couldn’t confirm whether 7:00 PM was guaranteed, and gave me no clear information.

When I contacted the property staff, they only replied through messages and did not address my requests. They offered no solution at all. I also can’t reach Booking.com customer support in any way; the system blocks me from filing a complaint, and I can’t get any help. This is my first time using Booking.com, and I deeply regret the experience.

I urgently request that this situation be resolved immediately—either the apartment should be delivered as promised right away, or the amount I paid should be refunded.