Our host just vanished, but Booking.com still said ‘no’ to a refund

I was forced to lose all the £609 I had paid, although Booking.com couldn’t contact our host, either

A friend and I paid Booking.com for an apartment in Paris. The next day we received an email informing us our “request” had not been confirmed and advising us to contact the owner.

Our many attempts failed, and so did Booking.com’s. A call centre manager suggested we travel to Paris, knock on the door and contact Booking.com if nobody answered. Otherwise we would not get our booking refunded.

We then discovered several reviews on Booking.com stating they had arrived to find the flat inaccessible. I am 83 and could not risk being left with nowhere to stay, so I cancelled and lost the €701 (£609) I paid for the booking.

MK, Swansea