Abendstern

We paid in advance for four nights at a Berlin hotel through Booking.com, but because of the war and security situation we were unexpectedly stranded there. We ended up staying only a few hours, less than a day, after we were notified that a flight was available with just a few hours' notice. We told the hotel as soon as we got that news. They said they couldn't refund us and that Booking.com had to decide. When we contacted Booking.com, it took about two months to hear back, and their reply sent the responsibility back to the hotel. In the end, each side seemed to avoid taking responsibility, leaving us without a solution or a refund for nights we barely used. The way this was handled also made us seriously question whether we were being treated fairly, and even raised the possibility of discrimination against us as customers. I expect the case to be reviewed thoroughly and promptly, with a fair refund for the unused nights. This was an exceptional situation entirely outside our control, and ignoring that is unacceptable. If it isn't resolved properly, we'll have to consider further action, including legal steps and making the case public.