Up until covid I had relatively good experiences using booking.com. I had reserved a hotel via this service (INNIT ROOMS OCEAN BREEZE) for July with a free cancellation policy and no prepayment - When everything shut down in March, the hotel took the full value of the booking in early April - when I cancelled at the end of April, I got an email saying it will take up to 2 months to issue a refund - fair enough.... over 4 months later, emails to both Booking and the hotel directly and still nothing. Hotel is saying they basically will not refund and best bet to go to Booking but impossible to get any communication or response from them. Appalling customer service. I will never book though booking.com again. I understand these are difficult times but the decency of at least an email or a call to advice on next steps, progress or alternatives....