I Face Host Refusal and No Refund on Booking.com Despite Prepaid Stay
On June 21, we made a reservation through Booking.com and prepaid the full accommodation fee. Despite this, when we arrived at the property just one hour later than our estimated arrival time, the host refused to let us check in. Since we were traveling abroad on motorcycles, our internet access was limited, and we could not reach the host via WhatsApp during our journey.
We had clearly informed the host in advance that our arrival time would be between 17:00 and 18:00, but due to travel circumstances, we arrived around 19:00. When we finally managed to reach the host by phone, he was extremely aggressive and disrespectful, yelling at us for nearly five minutes without allowing us to explain. He told us to resolve the issue with Booking.com and offered no assistance.
As a result, we were left stranded, tired, and helpless on the streets of Rome in the evening, with no accommodation. The host kept the €100 payment without providing any service whatsoever. What disappointed us even more was that Booking.com took no responsibility for this disrespectful and harmful experience. Despite calling your support line several times, we were disconnected three times without a proper resolution.
I urgently request a full refund of the €100 payment and fair compensation for the distress and inconvenience we suffered. Please address this matter seriously, hold the host accountable, and ensure your customers are protected from such unacceptable treatment in the future.
