Business ProfileforBooking.com USA, Inc. (Part of Booking Holdings, Inc.)

On October 5th, 2023 we booked a hotel for 1 night on May 17th, 2024 and paid up-front. The hotel was not one that we felt comfortable using, so we contacted Booking.com who said that they would reach out to the hotel and get it cancelled for us, they said that there may not be a refund so they may have to offer a credit. After they reached out to the hotel to cancel the booking, they confirmed the cancellation but needed 72 hours to confirm a refund. After 72 hours they suggested we reach out to the hotel directly, we did. The hotel said that they received the cancellation and would refund the payment back to booking.com without any penalties. Booking.com then received the refund but refused to give it to us saying that they need to hear from the hotel to confirm the cancellation. We reached out to the hotel again and asked that they contact booking.com. We were notified subsequently by the hotel that they both called and electronically alerted booking.com that the booking was cancelled and that they have refunded the money. Booking.com once again confirmed to us (recorded and in writing) that they see the refund but will not disperse it to us until they hear from the hotel. The hotel has since tried to reach them several times including emails where we are CC'd along with several emails of booking.com. Booking.com continues to use the same language - we are not able to refund you the money until we hear from the hotel. We have recorded voice conversations and email confirmations that the hotel has repeatedly reached out to booking.com on our behalf, we have been CC'd on the emails - booking.com continues to send templated emails that they will not return our money until they get an email from the hotel (which we have proof of being sent). Booking.com refuses to allow us to speak to a supervisor, won't give names, states that our calls are not recorded, etc.