I booked Amalfi Luxury House in Amalfi/Naples through Booking.com for August 7–10, 2025, paying €645 via credit card (Reservation No: 5572**3109). A few hours before my scheduled check-in, I informed the hotel that I had injured my foot, would be arriving late, and asked where I could collect the key. Despite notifying them, no arrangements were made for my late arrival. The next day, even though I confirmed I would arrive on time, I was told my reservation had been completely canceled and that no assistance would be provided.
During this process, I contacted Booking.com multiple times. Each time, they said they would speak with the hotel and get back to me, but I never received a solution. I was offered neither a refund nor an alternative accommodation. The hotel owner only messaged me via WhatsApp to say my booking was no longer active, and Booking.com officially canceled it in their system without processing any refund. I later discovered from reviews that other guests had faced similar issues with this property.
My payment still appears as a pending charge on my credit card, further adding to my frustration during a time when I was already dealing with an injury. I demand a full refund of €645, a formal apology, and for Booking.com to take appropriate action against the hotel for this unacceptable treatment.
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