Stayforlong Took My Payment But Never Booked My Hotel, Request Refund

I booked a stay at Bajamar Hotel in Nerja through Stayforlong for the dates 28 July to 12 August 2026 and paid £1,213 via their platform. When I arrived at the hotel on 28 July 2026, the reception informed me that there was no booking in my name. The hotel management stated that they had never received any reservation request for me and that they had never even heard of Stayforlong as an agency. Because of this, I was left without a room despite having fully paid in advance, and I had to look for alternative accommodation at the last minute. This caused significant stress, disruption to my trip and extra effort and cost on my side. Around 30 minutes after the problem started I contacted Stayforlong customer service by phone, and I contacted them again today. Each time, the customer service agent only kept me on long calls, saying they were checking with their “team”, but no concrete solution, complaint number or case reference has been provided to me. I request a full refund of the £1,213 that Stayforlong charged me for this non‑existent booking, as well as additional compensation for the distress caused and the fact that I had to urgently search for new accommodation because of their failure to secure the reservation. I expect this situation to be resolved promptly and in a clear, written manner.