Booking.com Misled Me About Hotel Facilities and Refused to Correct the Issue

I made a 4-person hotel reservation through Booking.com for my parents and their friends. The hotel listing stated it was seafront with both a front and back section, separated by a road. Reviews mentioned that the front was lively and the back was quieter, so I specifically booked rooms in the back section for a more peaceful experience.

However, when my family arrived, they were informed that only guests staying in the front section had access to all the key amenities like the seaside restaurant, bar, and facilities — even though we booked an "all-inclusive" package. Guests staying in the back were denied access and even had to cross a busy road just to get water.

When I contacted Booking.com, the representative admitted that this restriction was not mentioned on the hotel's page and confirmed that I was right to complain. They said they would reach out to the hotel, but later told me they could only send an email and had received no response. Hours later, I called the hotel myself, where a staff member rudely yelled at me and said nothing would change.

Booking.com later said the hotel confirmed their policy and refused any changes. When I pointed out that such critical information should have been disclosed upfront, they simply said, "If the hotel doesn’t share the details, Booking.com can’t know."

We trusted the "seafront all-inclusive" description and now find ourselves stuck without access to promised amenities. We can’t even cancel the reservation and are left feeling seriously misled and abandoned.

I demand that Booking.com take full responsibility, enforce proper disclosure standards for hotel listings, and protect their customers from hidden policies like this. This is completely unacceptable, and we deserve immediate compensation for the misinformation and the inconvenience caused!