Booking.com Ignored My Complaint About a Dirty, Noisy Room Nothing Like the Photos

I booked a hotel through Booking.com and had one of the worst experiences of my life. Despite the terrible conditions, Booking.com didn’t reach out once during my stay to check in or offer help. The room looked nothing like the photos. It was tiny, dark like a tomb, and there was barely space to move.

I told the hotel staff this wasn’t the room I booked and asked to change, but they claimed there were no available rooms—even though the website showed availability in all categories. The noise was unbearable. The elevator next to the room made loud sounds all night, and because the room faced an air shaft, even the faintest footsteps from outside echoed inside like they were right next to me.

All I wanted was a clean bathroom and a quiet space to sleep after long days of exploring the city. I couldn’t even get that. I paid a high price for two sleepless nights and wasn’t offered a refund, a room change, or any real support.

I messaged Booking.com during the trip, and they didn’t reply until two days later, after my stay ended. Their response? “We’re reviewing your case.”