Moldy Room and Refusal of Refund at Milan Hotel Booked via Booking.com
I booked a hotel in Milan through Booking.com, but upon arrival, we discovered significant mold (stachybotrys chartarum) on the walls, making the room uninhabitable. Concerned for our health, we requested a clean room, but the receptionist stated that no other rooms were available and refused a refund. When I asked to speak to the owner, he emerged from an adjacent door with a visibly hostile attitude, dismissing our concerns by saying, “If you don’t like it, leave. Go to another hotel.” When I requested a refund, he refused outright, citing our Booking.com reservation as a reason.
Left stranded at 7 PM, exhausted and without accommodations, we had no choice but to find another hotel, despite having already paid €99. Booking.com customer service has been unresponsive, despite multiple attempts over ten days, and did not honor our reservation as a completed stay, impacting my Genius level.
Booking.com, I request a full refund for this distressing experience and a genuine response to customer issues. I relied on your platform’s credibility, and this lack of support is unacceptable.
