I Couldn't Get a Refund on Booking.com Despite Submitting My Child’s Medical Report

I’ve been using Booking.com for nearly five years, making numerous reservations through their platform without any major problems — until now. My most recent experience left me extremely disappointed and frustrated. I had booked a hotel in Milan, but unfortunately, one day before our trip, my child became ill, and we were forced to cancel.

I immediately contacted Booking.com and provided a valid medical report as proof. Still, they refused to refund any part of the hotel payment — not even the unused city and hotel taxes. Their excuse? “You should have canceled three days in advance.” Apparently, they expected me to know my child would fall sick days ahead of time — which is completely unrealistic and unfair.

I wasn’t asking for a favor — just basic understanding and a partial refund for services we didn’t use. But instead, I was met with cold, robotic responses that showed zero empathy for genuine emergencies.

If you’re planning to book through Booking.com, be warned: even health emergencies won’t protect you from being charged in full. I expect Booking.com to review this case properly and issue a refund of the relevant ₺ amount without further delay. This kind of rigid, insensitive policy is unacceptable.