I am extremely disappointed with how this case was handled.
Prior to my check-in date (14 February 2026), the property was completely unreachable. The listed contact number was invalid and belonged to an unrelated individual who confirmed they had no connection to the property. Evidence was provided.
Despite raising this serious concern, Booking.com refused to properly investigate and repeatedly relied on the “non-refundable” policy without addressing the invalid contact details and safety concerns.
This is not simply a cancellation issue. It is a matter of listing reliability and customer protection. When a property is unreachable and contact details are incorrect, guests are placed at risk.
Instead of escalating the matter to a compliance or fraud team, the case was closed and further communication was stopped.
I strongly urge Booking.com to improve its verification process and take guest safety and listing accuracy more seriously.
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