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I Can’t Cancel My London Apartment on Booking.com Due to Unresponsive Property Agent

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I Can’t Cancel My London Apartment on Booking.com Due to Unresponsive Property Agent

Banu

June 05, 2025 6:01 pm

On May 26, I booked an apartment in London via Booking.com for the dates June 11–16. Since the day of booking, I’ve tried repeatedly to contact the property, but there’s been almost no communication at all. The apartment is managed by a third-party agency, and they have refused to give proper answers or connect us with the actual owner.

Due to this lack of transparency and professionalism, and after seeing reports of hidden cameras in similar properties, we no longer feel safe staying there. We reached out to Booking.com, and they said the reservation could only be canceled for free if the property agrees. Yet the agency keeps insisting we have no right to cancel and refuses to even attempt contacting the owner.

With only a few days left until check-in, this has become an incredibly stressful and helpless situation. We feel completely unsupported and abandoned by the platform we trusted.

I demand that Booking.com take full responsibility, approve a free cancellation, and stop working with uncooperative and unprofessional third-party agents. This experience has seriously damaged our trust in Booking.com. No one should have to fight this hard to cancel a stay in a property they feel is unsafe and unresponsive.

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