Booking.com & AMC Apartments Locked Us Out Overnight
We booked a 4-night stay at AMC Apartments in Berlin through Booking.com from January 18, 2025, to January 21, 2025. On the night of January 21, at 9:14 PM, we returned to the apartment and entered the provided access code—but the door wouldn’t open.
For nearly 2 hours, in -2°C weather, three adults and two young children were left stranded outside, trying to contact AMC Apartments staff through WhatsApp, phone calls, email, and Booking.com, but received no response. Meanwhile, all our belongings, including luggage and essential medication for our 7-year-old child, remained locked inside.
After exhausting all options, we were forced to check into Aletto Hotel Kudamm at 1:00 AM, paying for the stay ourselves. Finally, at 7:55 AM, AMC Apartments messaged on WhatsApp:
"Good morning, where are you now? Please TRY now."
They had mistakenly set our access code for only 3 nights instead of 4. By the time they updated it, it was too late—we missed our 9:00 AM Pegasus Airlines flight to Izmir and had to book a new SunExpress flight at 1:55 PM, resulting in an extra €500 expense.
Beyond the financial loss, this experience caused severe distress to our young children, especially due to the lack of access to important medication. Despite this major failure, AMC Apartments never issued an apology or took responsibility.
We demand:
A full refund for the night we were locked out.
Compensation for our additional hotel stay and flight rebooking costs.
An official apology for the distress caused to our family.
This level of negligence is unacceptable. We expect Booking.com and AMC Apartments to take immediate action to resolve this issue.
