I made a reservation through Booking.com for a property in Phuket, Thailand called “The Unity and The Bliss Patong,” with a November 29 check-in and December 3 check-out, for approximately $265 USD. We arrived at the hotel around 11:00 p.m. on November 29. Due to an extremely strong mold and dampness smell, my spouse—who has asthma—had a severe coughing attack immediately upon entering the room. We were forced to leave around midnight and could not stay in the room for even 10 minutes. At midnight, we had to make a new reservation elsewhere and move from place to place in an unfamiliar area.
We initially trusted that “Booking would protect us,” but we were clearly mistaken. Booking’s only response was: “Unfortunately, the hotel says there is no problem, so we cannot issue a refund. We can offer you €25 if you like.” I strongly condemn Booking for causing consumer harm by relying solely on the hotel’s statement instead of protecting customers, which is supposed to be its core mission.
After returning to Turkey, on December 16—the day after I arrived back in the country—I contacted Booking.com customer service. I clearly explained the severe dampness issue, my spouse’s asthma attack, the fact that we could not use the room at all, and that we were forced to search for new accommodation in the middle of the night. Despite this, I was again told that because the property claimed “there was no issue,” no refund could be issued, and that only €25 could be offered. I stated clearly that I refused this amount and requested a full refund and protection of my consumer rights. Their response was indifferent and completely lacking a customer-focused approach.
I absolutely do not accept that we were forced to leave a health-hazardous, mold-infested room, had to find new accommodation at midnight, never used the room, and yet were denied a refund of approximately $265 USD, while being offered only a symbolic €25. I demand that Booking.com refund the full amount I paid and take my grievance seriously.
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