I Got a Severely Damaged Rental via Booking.com and Can’t Reach Customer Support

My brother recently booked a rental home in Montenegro through Booking.com, and the condition of the property upon arrival was absolutely unacceptable. The apartment was in complete disrepair—the couches were broken, the toilets had been torn from their base, the curtains were shredded, and the walls were visibly damaged. The unit was simply uninhabitable, yet this booking was made directly through Booking.com, not via a third-party owner or off-platform communication.

The most frustrating part is the total lack of communication or support from Booking.com. There is no reachable customer service number, no one responds to support tickets, and it’s nearly impossible to find a real person to speak with. For such a massive international platform, this kind of irresponsibility and inaccessibility is unacceptable.

Both the host and we, as paying customers, are left with no help and no resolution. If Booking won’t take responsibility for accommodations listed and booked through their own platform, how can users trust them again?

I am demanding an immediate and official response, compensation for the damages, and a proper explanation from Booking.com. If this issue is not resolved swiftly, I will have no choice but to pursue formal legal channels. This situation is outrageous, and silence is not an option.