Fonte da Telha Beach Hostel

I’m deeply disappointed in the owner’s behavior and lack of communication. I paid for a room for one night at the end of September 2025 but didn’t use it, and I never got my refund. There was a miscommunication between booking.com and the property’s rules, so I called the owner. We agreed on a no-tax cancellation policy so I could receive a refund, and she told me to contact booking.com’s contact center. I did that, and booking.com sent her a confirmation link to accept within 48 hours. I texted and called to let her know; she saw the message but didn’t reply or call back. I tried again two days later with the same result, and she has never responded. She also didn’t accept either confirmation link booking sent. Booking.com told me they can’t issue the refund until she confirms the links. The lack of accountability feels disrespectful, and it has left me unable to trust her word. Why run a hospitality business this way? The images below show our conversation in Portuguese and the lack of response.