I Face Missing €138 Refund From Booking.com After Terrible Stay in Thessaloniki

I booked a stay at Bonsai Studios & Apartments, Nilie Hospitality MGMT in Thessaloniki, Greece, for June 27–28, 2024 through Booking.com. However, when I arrived at the property, I found the room in extremely poor condition — it smelled strongly of cigarette smoke, the air conditioner was not working, the couches had burn marks, there were no towels, and the floor mat was torn and stained. Additionally, there was visible mold on the walls, the bed linens were dirty, and even the wardrobe doors would not open properly.

Due to these unacceptable conditions, I did not stay at the property. Instead, I immediately booked another hotel through Booking.com and stayed there that night.

I reported all of these issues to both the hotel management and Booking.com customer service. The hotel informed me that a refund would be issued through Booking.com. Later, I received an email from Booking.com stating: “A refund for your booking has been initiated. You should receive the amount soon.” However, it has now been three months, and I still have not received any refund. Despite sending follow-up emails to customer support every week, I have received no reply or update.

My reservation confirmation number is 5219.456.958, and my PIN code is 0184. I paid a total of ₺6,718 (€138.22) via credit card.

I expect Booking.com to honor their promise and issue my refund immediately, without any further delays or excuses.