Booking.com experienced a system error when you tried to check in, meaning the hotel couldn't see your reservation. Therefore, calling Booking.com wouldn’t have helped.
When a hotel loses your reservation, if it's a direct booking, resolve it with the hotel right there. For third-party bookings, lean on them to make it right.
Booking.com should have quickly provided a refund. Instead, they preferred a complex process requiring forms and extended waiting for answers, which is unacceptable.
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