Terrible experience with Booking.com. I’ve lost time, money, and trust due to their serious negligence and complete lack of accountability. I waited three weeks for a resolution regarding a refund for Lara Apartments in Rovinj (June 9), only to receive a flat-out rejection—based on Booking.com's own mistakes.Here’s what happened:Upon arrival, the apartment was completely different from the listing: no terrace, no natural light, old mattress, poor cleanliness, and no air conditioning near the bed.I immediately spoke the property owner, who agreed in person to a full cancellation and refund.I called Booking.com the same day, together with teh owner, and the representative Cristelle was present during the conversation and witnessed the owner’s agreement.The owner even sent a written confirmation to Booking.com, but from a different email address (not linked in their system).Booking.com gave me the wrong contact address—for an entirely unrelated property in Pula (which I had booked for July 7–9 and had no issue with). This error caused confusion, and they wrongly assumed I was requesting a refund for a completed stay I never complained about.Despite having clear written evidence and the agent’s testimony, Booking.com still refused to refund me. Their decision is based on false claims by the local agency and completely ignores the actual facts. It’s obvious they did not verify the case properly or care about resolving it fairly.Booking.com failed to protect me as a customer, misdirected me, and now refuses to correct their own mistake. Be warned: if something goes wrong with your booking, they’ll side with the property—even when you have evidence to prove otherwise.Avoid reserve your stay with them. They are dishonest, they don't care about clients.
