I generally have a very positive experience with Booking.com – it’s my preferred platform among all major travel sites. I book up to 15 trips a year, both for business and leisure, and appreciate how user-friendly, transparent, and reliable the system is. However, there are moments that deeply disappoint me and shake my trust. One such case was a recent booking in Rome for a surprise birthday trip. Upon arrival, the property Cancelleriadieci matched the photos only at first glance – but the whole apartment, specially the bathroom had a strong, unhealthy smell and visible black mold, which poses serious health risks. We contacted both, the hotel Cancelleriadieci and Booking.com immediately, expecting support in such a clear-cut case. Unfortunately, we received no sufficient help, no full refund, and – even more concerning – the property remains listed at a relatively high price. Despite sending photos, calling customer support, writing a review, and following up multiple times, the issue was not taken seriously. Even more worrying: similar feedback and photos were submitted to Booking.com by another guest over a year ago, and the issue clearly remains unresolved. This suggests that Booking.com has chosen to ignore repeated warnings about a serious health risk. In addition, large pieces of paint fell from the bathroom ceiling. We called booking.com, asked for refund from hotel and left. Hotel people promised to call back, but they never did. Booking.com sent us some tiny refund - it felt like it was meant just to silence us. The fact is clear - we did not get full refund. This experience is confusing and disappointing, especially because Booking.com usually provides excellent service. It’s frustrating that in a situation involving health hazards and clear evidence, the platform seems to ignore its own values of trust and safety. I hope this feedback helps Booking.com improve how it handles critical issues. Merit Miller