My complaint:
My parents have a trip to Amsterdam planned and booked a hotel from September 9th to 13th 2025. However, my mother was diagnosed with lung cancer and needs to start treatment immediately, having to cancel the trip. The hotel agreed to issue a refund, but Booking.com, used a third-party company to book the accommodation, and said they couldn’t contact the third-party company because they didn’t know who they were (how is that possible??). They simply said it wasn’t part of their protocol!! Complete nonsense! The treatment is extremely expensive, and I can provide a medical statement. Yet Booking.com said there was nothing they could do.
Suggested solution:
I believe, they should be able to contact the accomodation, which agreed to the refund and proceed with the refund! Or at least give my parents a voucher so they can use in the future for another trip. Of course, we are able to provide the medical statement, is not a cancelation without an extrem reason.
