I booked a stay through Booking.com at Il Verrocchio Hotel in Florence, Italy under confirmation number 4512694474, with a check-in date of May 30, 2025. I arrived at the hotel around 10:15 PM, only to find it completely closed, with no staff present, no working emergency contact, and no way to access the property.
The listed check-in deadline was 10:00 PM. However, I had just traveled from Milan (also booked via Booking.com the night before), and a small travel delay made me 15–20 minutes late. Despite the minimal delay, I was denied entry, and the hotel made no effort to assist or accommodate me. The hotel’s page even showed active booking availability as late as 11:43 PM, which makes this treatment even more unacceptable.
I called Booking.com in advance to request support, but no real solution was provided. Left with no other choice late at night, I had to find a last-minute hotel on my own, incurring extra charges I shouldn’t have had to pay.
To make matters worse, I was charged in full for a stay I couldn’t use, with no refund issued. Both the property’s lack of flexibility and Booking.com’s failure to provide meaningful assistance created a deeply frustrating experience.
I am requesting:
An immediate refund in ₺ for the unused booking,
Compensation for the extra costs I incurred due to this failure,
And stronger cooperation between Booking.com and hotels to ensure basic guest support for late arrivals.
A 15-minute delay should never result in a full payment loss and being left out in a foreign city. This is not the level of service expected from a global platform like Booking.com.
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