I Face Refund Refusal With Booking.com for Olympias Mansion Mitilini Hotel Stay

I booked two rooms at Olympias Mansion Mitilini Hotel in Lesvos, Greece, through Booking.com for May 17–19, 2024 (Reservation No: 4649673966). I prepaid a total of €328 by credit card. Upon arrival, I discovered that the same rooms had been double-booked to us and other guests. To make matters worse, the hotel owner appeared to be under the influence of alcohol, making communication nearly impossible. As a result, we could not stay at the property at all.

I immediately contacted Booking.com both via the app and email. However, they told me they could not reach the hotel and therefore would not issue a refund. I received no real solution from either the hotel or Booking.com. Months later, during another trip to Lesvos, the hotel owner claimed they never received the payment and offered to host us again. I declined, as this did not address my original loss or the fact that I could not stay on the booked dates.

It has now been over 2.5 months, and I have still not received a refund for a service I never used. I demand that Booking.com process my full refund immediately and provide a clear resolution for the lack of communication and service failure I experienced.