I Reserved 4 Rooms on Booking.com But the Hotel Gave Us Only 3 and Refused a Full Refund

We traveled to Rhodes as two families and made a reservation through Booking.com for 4 rooms to accommodate 8 people. The reservation was confirmed under Booking.com Confirmation No: 6052475047. However, when we arrived at the hotel, we were informed that only 3 rooms were available. It was obvious that the 4th room had been sold to someone else, yet the hotel made no effort to fix the situation. We were forced to cram 8 people into 3 rooms, which was completely unacceptable.

From the very first day, we tried to reach Booking.com for assistance, but there was no support. The hotel refused to resolve the issue, so by the second morning, we left and checked into another hotel at our own expense.

Only after returning to our home country were we able to speak to a Booking.com customer representative by phone, who admitted we were in the right and said they would support a refund. However, after a few days, all we received was an email saying €754 had been added to our Booking Wallet, because they supposedly couldn't get a response from the hotel. We had paid €2,155, and we didn’t even stay for 3 of the nights we had booked!

Booking.com has failed to take proper responsibility. They acted as though they were doing us a favor by issuing a partial credit, without offering any guidance, resolution, or accountability. They collected the payment and facilitated the booking — yet when things went wrong, they chose to side with the hotel.

As a Genius Level 3 user, I expected Booking.com to protect loyal customers like me. Instead, they let us down and caused significant financial and emotional stress. I demand a full refund of the remaining ₺ amount and a real explanation as to why our issue was dismissed so easily. This should never happen to any traveler.
— Alper Y***.**