I Face Refund Issue with Booking.com Hotel in Kawaguchiko for Fuji View Room

On August 24–25, 2025, I booked a hotel in Kawaguchiko, Japan through Booking.com, paying extra for a room specifically advertised with both mountain (Fuji) and lake views. When I arrived, I was told that there was only one such room in the entire hotel, and it had already been given to someone else. I felt completely misled, as I had paid an additional fee for this feature.

Since I was abroad, I first tried contacting Booking.com via the app but received no response. I then used the hotel’s phone to reach a customer service representative. Instead of resolving the issue, the agent dismissed my complaint by saying that the “mountain view” did not necessarily include Mount Fuji, and that there were many other mountains in the area. This explanation was both evasive and offensive, and the representative ultimately hung up on me without offering any solution.

I ended up staying in a different room since my travel schedule left me with no choice, but I had already paid around ₺5,670 for a service I did not receive. I am demanding a full refund for the extra fee, a formal apology from the customer service agent, and concrete steps from Booking.com to prevent other travelers from experiencing the same issue.

My reservation confirmation number is 6847453021, and I expect a written response addressing this complaint.