Booking.com – Hotel booking

Company: Booking.com
Booking ID: 5183498468
Stay: July 15–16

I prepaid a hotel. On arrival, the owner said it was full. No options available, I had to sleep on the airport floor. The owner told me to cancel for refund, then kept the money.

I contacted Booking immediately. They admitted the hotel ignores them but refuse to refund me. Their stance: if the property does not answer, they will do nothing.

For 2 months I have called 3 times and emailed 10+ times. No refund, no solution.

Requested outcome:
1. Immediate refund or credit.
2. Written confirmation.
3. Review escalation process to protect customers.