Booking.com Refused Refund After I Found Essenwood House in Durban Dirty and Unhygienic

I booked two rooms at Essenwood House in Durban, South Africa, for three nights through Booking.com. Upon arrival, I was shocked to find that the property looked nothing like the photos advertised on the website. From the main gate to the rooms, everything was filthy and unacceptable.

Inside the room, it was even worse—completely unhygienic and disgusting. The receptionist claimed the place had been cleaned, yet there were spiderwebs on the chandelier, a strong smell of moisture, and mold under the sink cabinet. The microwave was filthy, and the entire space felt neglected and unsanitary.

I informed the receptionist that I could not stay in such conditions, especially since I have asthma and cannot sleep in a moldy room without risking a serious asthma attack. He said unhappy guests should contact Booking.com directly. I spoke with a Booking.com consultant named Rose, who told me she would contact the property and get back to me within 45 minutes. She also asked me to take photos and send them through a link she’d provide via email.

Later, I received a confirmation email from Booking.com stating they had received my complaint and would contact the property and respond within four hours. That was on July 19, and as of July 21, I have received no update or refund. I’ve tried calling their South African customer care line multiple times, only to be left on hold for 20 minutes before the call is cut off.

I am extremely disappointed in both the service and lack of follow-up. It’s unacceptable for Booking.com to list such a poorly maintained property on their site and to ignore legitimate refund requests. I have attached photos for review—ask yourselves if this is a place you would be comfortable listing or staying in yourselves.

My booking number is 6129712321, and I demand a full refund immediately.