Booking.comrefund for horrible hotel

Complaint from Fernando Rodriguez for room booked for date 06/23/2017

My son in law and daughter booked a room for me at Knights Inn 8401 West Freeway I-30, Fort Worth, TX, US, 76116. The booking was based on pictures and reviews. The pictures looked nice and the hotel had mixed reviews (both negative and positive). Based on the pictures, and taking into account that the negative reviews didn't match the pictures and the positive ones did, my son-in -law booked the room. At check in, the room was a nightmare; in no way did the reality of the room match what you depicted in the pictures on your site. (Also, the nice-clean-sparkling pool shown in the pictures on your site was empty and horrible). You refuse to refund the money my son in law spent because your site had negative reviews about that hotel? Really? It also had positive ones; which do you expect a person to believe? Your site had pictures and pictures do say more than words do. Your representative then offered a partial refund because you were not contacted that day we refused to stay at that hotel...he called his bank and got a credit; he thought he did not need to do anything more. That hotel submitted the charge again as if the hotel room was used. You owe my son-in-law a refund and you owe it to the public to take that horrible hotel off of your site. The inclusion of that hotel is an implication of endorsement and I certainly hope your company would never endorse such a horrible place. You claim to be dedicated to customer satisfaction but you are not. You said that the rating for the hotel (4.5) should have been enough to warn us away from that hotel. Is the purpose of your company to discourage business for the hotels on your site? Refund them the full amount.

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