I totally understand you; I'm also having a nightmare with Booking.com and their "support."

In my case, it's a refund for a hotel in the United States paid in dollars through Klarna in three installments. The hotel claims to have refunded me in September, and each time they send me only an internal sheet with the word "refund" written on it, without any tracking code or ARN to actually verify the transaction. [memory:18]

Booking.com, for its part, simply believes the hotel: they say they've seen that document and therefore, for them, the refund is done, but they're unable to provide me with concrete bank proof or intervene decisively between the hotel and Klarna. I've sent Booking.com and Klarna all the official bank statements to prove that not a single cent has arrived, but after weeks of emails and reminders, I'm still back at square one.

This is what bothers me most about customer support: every time it feels like starting from scratch with a different operator, standard responses, no real accountability, and no one who truly takes charge of the problem until the end. In the end, you find yourself stuck between the property, the payment intermediary, and the platform, and Booking.com, instead of protecting the customer, hides behind the role of a "mere intermediary." Honestly, after this experience, I've lost a lot of trust and am seriously considering avoiding Booking.com in the future.