I Face Refund Refusal with Booking.com at Cadé Hotel Casablanca

On August 28, 2025, I made a reservation through Booking.com for Cadé Hotel Casablanca, scheduled until September 11, 2025. I paid the full amount using my credit card (Reservation No: 6862420824). Unfortunately, due to unexpected health issues, I had to return to Turkey on September 1. Since my booking clearly qualified for partial refund conditions, I immediately submitted a refund request via Booking.com. However, instead of processing it, the system redirected me to deal directly with the hotel.

When I contacted the hotel, I was told bluntly: “We do not issue refunds, but you can use the remaining days when you return in the future.” This response directly contradicts the refund and cancellation terms stated at the time of booking, and it also violates my basic consumer rights.

I also reached out to Booking.com customer service, but I have not received any reply or assistance. This lack of support leaves me financially and emotionally frustrated, especially after paying for a service I could not use.

I am demanding that Booking.com step in immediately, honor the refund policy as promised, and ensure that my partial refund is processed without further delay. Additionally, I urge Booking.com to take corrective measures against hotel policies that mislead customers and prevent similar situations from recurring.