An Absolute Failure in a Moment of Crisis - Waiting for Refund

What a let down Booking.com, I am writing with profound disappointment after a complete service failure during an emergency. As a long-term customer, I expected reliability, but my experience was the opposite.

Immediately after my payment was processed for a critical family booking, the Host cancelled, leaving me stranded. The funds were taken from my account, rendering me unable to book alternative accommodations. To compound the issue, Im still waiting for a refund , despite significant time passing.

My attempts to resolve this through your help service were met only with automated responses and bounced emails. The lack of human support in a time-sensitive situation is unacceptable.

This experience has shattered my trust. I expected better from a service I've re**** on for years.