Booking.com Lisbon Stay Had Broken Amenities and Poor Customer Service
I experienced major issues with my Lisbon accommodation booked through Booking.com. Despite being promised an en-suite bathroom, I was informed on the day of my arrival that the sink was broken. Although they claimed a repairman would arrive within a day, it took two days, and the issue wasn’t resolved. My friend and I specifically chose this place for the in-room facilities, but our concerns about the repairman entering without us present, due to the lack of a safe, were ignored.
On the third day, the electricity went out, leaving us freezing without heating or a functioning hair dryer. On checkout day, I requested to extend my stay for a few hours for an additional fee, but the host sent me a harsh message, warning me not to return because I left a low review.
Booking.com acknowledged my complaint and reviewed all messages I provided as evidence. However, they only refunded ₺4,000 out of the ₺21,000 I paid, claiming they couldn’t recover the remaining amount from the host. This resolution is far from satisfactory, and I urge Booking.com to fully address my grievance.
