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Title: Extremely Disappointed by Booking.com's Customer Service I have been a loyal Booking.com customer for many years, and so has my family. We always chose Booking.com because we trusted the platform and believed that if something went seriously wrong, Booking.com would stand behind its customers. Unfortunately, this experience completely changed my opinion. We booked and paid more than €700 for a two-bedroom, ground-floor apartment because we were travelling with two young children and my disabled mother, who cannot climb stairs. The apartment we received was not as advertised. The "second bedroom" was actually a corridor with no privacy, there was mold on the walls, damaged flooring, broken doors, a bad smell, and the apartment was clearly in need of renovation. We contacted Booking.com immediately, left the property after only one night, and provided photographs and evidence. Booking.com acknowledged our evidence and even contacted the owner, yet they ultimately told us they could not do anything because the owner refused a refund. The most disappointing part was that, despite all the evidence and despite recognizing that there were serious issues, Booking.com chose not to take responsibility for a misleading listing published on its own platform. Instead, we spent a large part of our holiday on the phone with customer service trying to resolve the situation. I expected much better customer protection from a company of this size. Trust is the main reason people use booking platforms, and unfortunately, that trust has been lost. I sincerely hope Booking.com reviews the way it handles cases where properties are significantly different from their advertised descriptions. Sadly, after this experience, neither I nor my family intend to use Booking.com again.