Completely unacceptable experience – shame on both the hotel and Booking.com. After an earthquake made it impossible to travel, I asked simply to change or cancel my stay. Neither the hotel nor Booking.com showed the slightest willingness to help. They hid behind fake policies and refused any flexibility, even though the refund amount was insignificant to them. As a long-time, loyal customer with countless successful bookings, I expected support and understanding — instead, I was met with arrogance, indifference, and zero respect. The whole experience was exhausting and deeply disappointing. Booking.com completely failed to protect a loyal customer’s rights and allowed the hotel’s unacceptable behavior to continue unchecked. Truly disgraceful service.