Booking Ref: [protected] Pin: 5617 I am writing this formal complaint in a last effort to try and resolve this on-going and now extremely stressful cancellation that has been handled disgracefully by booking.com. Failure to rectify this will result in me taking matters into my own hands by involving a Solicitor to act and on my behalf and notify the press - who I am sure will be more than interested to hear about how appallingly you have acted and treated a loyal customer in unprecedented times. I 'attempted' to cancel this reservation prior to arrival because I has tested positive to Covid-19. I was informed that although I couldn't cancel this booking and gain a full refund, I could however move my dates - which I did! The dates that I re-scheduled for was 26th - 29th March, however the UK was still in a full lock down which meant that me and my party were still unable to travel. Given these circumstances, I contacted booking.com to gain a full refund and was advised by a very rude and unhelpful consultant that I wasn't entitled to it? My conversations / complaint was escalated and quite frankly it was evident that the communication within booking.com was non-existent. In fact, what I have come to learn is that automated e-mails (that are nonsense) is your way of dealing with resolutions that you aren't able to resolve. I would like my £500 refunded into my account as a matter of urgency. Should the money not be refunded my Monday 26th April, I will take legal advice and act accordingly. I look forward to your prompt response.