CB Travel Agencies and Tour Operators Booking.com Unacceptable accomodation

Booking.com review: Unacceptable accomodation

Dartman319 of Melbourne, AU

Sep 21, 2025 6:04 am EDT

Verified customer

Featured review

I am writing to follow up on my previous email regarding a serious issue with my recent booking in London (Confirmation number: 4524585616, PIN: 7035). Despite providing a detailed description of the problems encountered, along with supporting photos, I have not yet received a response.

To reiterate, the property was in unacceptable condition: it was dirty, the cupboards were filthy, there was no dryer despite it being listed as available, and there was no hot water, which meant my children could not shower. Due to these issues, we were forced to leave the property on September 6, 2025, just three days after checking in on September 3, 2025, and secure alternative accommodation at our own expense.

Given the severity of these issues and the fact that the property did not meet the advertised standards, I am requesting a full refund for the entire 9-night booking, as well as reimbursement for the cost of the alternative accommodation. All relevant evidence has already been provided in my previous correspondence.

I would appreciate an urgent update on the status of my complaint and a clear timeline for resolution. Please confirm receipt of this email and advise on the next steps. We demand- Full refund for the appalling and atrocious apartment we had to endure for 4 days.
- Full refund for the new accommodation we had to pay (as compensation for the 4 days of holiday we lost as a result of booking.com accommodation.

Claimed loss: 2 sets of accommodation fees

Desired outcome: full refund

Confidential Information Hidden: This section contains confidential information visible to verified Booking.com representatives only. If you are affiliated with Booking.com, please claim your business to access these details.

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Can we please have an update, this is taking very long, we want our money back for the disgusting accommodation that was advertised. Booking.com should not allow these people to advertise on their site and provide this sort of accommodation. It was listed as 'Luxury'- let me tell you there isn't anything luxury about it.

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