Booking.com review: No support from booking.com

Despite being reassured that my complaint was significant and we were entitled to a refund, Booking.com told us that without the property taking responsibility, we had no protection what so ever. See complaint below
22nd September 2025
Dear Customer Service

Re: Booking Reference [protected] Pin 7101: Regis Condo, Via Stalloreggie 25, 53100, Siena Italy. 2nd-5th September 2025
Following my recent complaint regarding accommodation booked via your online platform at Booking.com, I would like to reiterate that this accommodation fell significantly below acceptable standards, confirmed by yourselves over the telephone on 4th September 2025.
Upon arrival at the property, some serious issues occurred and continued throughout the duration of our stay.

1. Electrical Faults. There was a clear electrical issue in the accommodation, which posed a safety risk, e.g. lights flickered, showers stopped mid flow, and power outlets were unreliable. When I raised concerns with the owner, concerning the inconvenience but more importantly our safety concerns. The apartment replied stating “that there were too many high consumption appliances being used at the same time, exceeding the limit of standard supply to residential units.” (See Booking.com app for all quoted correspondence with the property.). When we advised the property that at one time there was only one person in the shower, and this issue continued throughout our stay, he told us to climb up and fix it ourselves. The height of the fuse box was approximately 3m and I am 1.26 metres, and it was directly suggested that my husband climb up and switch the fuse on and off, at his own risk. This did not resolve the problem throughout our stay.
2. Unacceptable noise levels. We believe this issue had a direct relation to the lack of supply at the property. There was a neighbourhood event that was referred to as a celebration of contrada (this was not the case), this event was directly outside our apartment from 7pm to 3am each night of our stay. We should have been given notice about this event, as we had no sleep and severe noise disturbance for the duration of our stay. When we contacted the property they replied, ‘we have no control over the events, and many visitors consider this part of the unique charm of staying in a historic centre” “As residents we are guests as well,” suggesting we join in! In addition to the rap music, dancing, and excessive use of at least 7 amplifiers, we noted that this additional watt usage could also have implications on our electricity usage, directly impacting us in terms of cleanliness, food preparation etc. We submitted several videos (which I will attach again, as evidence) for your attention.
3. Threatening Behaviour from the Host - eviction: Distressed by the lack of resolve regarding the above the owner of the apartment suggested at 10am, that we had one hour to check out (we were due to check out the following day) to receive a refund of that night (a resolve we had not requested) we had asked for an appropriate refund for the duration of our stay. We were shocked to hear that we were given one hour to ‘check out’ which was their view of an acceptable resolve. I contacted Booking.com, as we had no where to go, and they reassured me we could not be forced out of the apartment ahead of time, they also reassured me that we would be fully refunded for this unacceptable experience for the duration of our stay. The owner said that our approach was ‘unfair’ and that we ‘must have other motives behind our request’!
On return, I attempted several contacts with Booking.com, who confirmed that the owner would not accept responsibility, therefore, they could offer us no (previously assured) refund.
This situation reflects a serious failure in community service standards. Booking.com has a responsibility to ensure that listed properties provide a safe and respectful environment for guests. In this case there was a complete lack of protection during my stay, ranging from unsafe electrical conditions to the disruptive noise and threatened eviction without notice. These issues not only violated hospitality norms but also left myself, my husband and our two children feeling vulnerable and unsupported. I trusted Booking.com to vet its listings and uphold minimum standards of safety and decency and grossly disappointed that this trust has been breached.
Furthermore, Booking.Com assumed a settlement of £80 in credits to my account without any discussion, advisement or agreement, which I find insulting and unprofessional. It is not our concern that a property of yours is failing to acknowledge their responsibilities to its customers, moreover as an arbitrator, which is for you to address, the pivotal issue is that we face no further inconvenience and are able to put this awful experience to rest.
Finally, as a long-term customer of this platform, investing many thousands of pounds in holiday reservations with the company, It is my belief that the law protects consumers from unfair contract terms, if a property booked through Booking.com is unsafe or misrepresented, the guest has grounds to claim breach of contract or unfair terms (Consumer Rights Act 2025). This includes clauses that force arbitration in foreign jurisdictions if they disadvantage the consumer.
The Occupiers’ Liability Act 1957, states that the Occupier of premises must care to ensure safety during the stay of the premises. Being subjected to an electrical fault and a failure of the owner to attend the issue in person, directly represents unsafe conditions for the resident.
In summary, Booking.com is required to protect holidaymakers under UK consumer law, we have a right in relation to the Consumer Rights Act 2015 to stay in accommodation that is safe, clean, fit for purpose and accurately described, any failure to meet these standards results in an entitlement to compensation or a refund.
I will ensure a copy of this complaint is forwarded to ABTA and the UK European Consumer Centre for completeness.
Yours faithfully

Mrs C L Manley