Novos Residence — Hotel in Bucharest

I’ve been a loyal customer of Booking.com for many years. My family and friends also regularly use your platform, trusting in its reliability, fairness, and human approach.

Unfortunately, I’m writing to express my deep disappointment regarding a recent experience. Due to the current state of emergency and war in Israel, my family and I were stranded in Romania, unable to return home. Under these difficult circumstances, we booked accommodation through your platform.

However, less than 24 hours later, we were informed of an emergency evacuation flight back to Israel. Naturally, I canceled the reservation well in advance, without ever checking in or using the property in any way.

Despite explaining the situation to the host and canceling ahead of time, he refused to issue any refund. I am essentially being charged for something I never used – during a time of crisis – which I find inhumane and unreasonable.

I am reaching out to request that Booking.com step in and review this case. I believe that in such extreme and unpredictable circumstances, a degree of flexibility and compassion should be shown, especially when a service was not utilized at all.

I trust that Booking.com upholds values of fairness and responsibility, and I hope you will consider issuing a refund or at least a credit for future use.

Thank you in advance for your understanding...

Great place – perfect for a family stay! We reserved a 2-bedroom apartment through Booking, and it exceeded our expectations. It was spotless, spacious, and easily fit our family of five. The host was easy to reach and very helpful throughout our stay. The apartment was equipped with everything we needed – a kitchen, a coffee machine (Nespresso), washing machine and even an iron and a vacuum cleaner. We especially enjoyed the small balcony – perfect for a quiet morning coffee with a lovely view of the boulevard. The surrounding area has a few supermarkets and restaurants. The host was easy to reach and responded our needs. Highly...

Our stay was wonderful! The rooms were impeccably clean and fully equipped, featuring brand-new interiors. The location was beautiful, and the manager was exceptionally friendly and helpful. We will definitely visit again and highly...