Unresponsive Response to Claim From Booking.com
The property I booked through Booking.com was not accurately described. What was advertised as a "whole apartment to yourself" turned out to be a shared apartment with two other unknown people. The room door couldn’t lock, and nowhere was it stated that the bathroom would be shared. I checked in and out on the same day and immediately informed Booking.com, both through a call to customer service and a written complaint. I also expressed my dissatisfaction to the landlord. Despite writing to Booking.com approximately five times, I have only received standard automated responses. Out of the £1055 I paid, I was refunded £200 with no clear explanation of how this amount was determined. I uploaded all relevant communication to booking.com’s portal twice and informed them not to pay the landlord after my "check-in date." I assume Booking.com still holds the money, as the landlord has not responded either, even after I reached out as recommended by booking.com. After being a loyal customer for many years, I am disappointed by the lack of care and support. Any advice on how to proceed would be greatly appreciated.
I had the same problem. We book a room with a double bed and they assigned us a room with a single one. We called the agency managing the place and they told us that there were not places. I had been trying to contact, unsucesfully, to booking.com, even that I am a "genius level 3" with supposely priority support. This is, until today, not solved. I recommend you to open a complain in the EU dispute resolution consumer program https://ec.europa.eu/consumers/odr/main/?event=main.home2.show Kind regards and good luck