Through the Booking.com app, I made a reservation at La Minucciola Capri for August 21–23 (Confirmation No: 6885.845.976). Unfortunately, my visa process was delayed, and my passport is still at the consulate, which means I cannot travel on my original dates. The application shows that I can request different dates, so I contacted the hotel directly nine days before check-in. Despite my early notice, the hotel refused my request, claiming there were only six days left.
I explained my situation to the hotel and even forwarded the official emails from the consulate proving the visa delay. Instead of showing any understanding, the hotel replied rudely and offered no solution. My payment had already been taken at the time of booking, and since there was no free cancellation option, I was left without alternatives. I also tried reaching Booking.com customer service, but the system provided no real support.
I even communicated with the hotel via WhatsApp, where the tone of their responses was dismissive and unprofessional. I believe those conversations should be reviewed as part of this complaint.
I am requesting that my booking be rescheduled free of charge to October 6–9 or another date within October. I expect Booking.com to step in, review the evidence, and ensure customers are not left stranded due to situations beyond their control.
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