GetHuman901599's customer service issue with Booking.com from July 2018
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Help with my Booking.com issue
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The issue in GetHuman901599's own words
Have a good weekend, see sights, have a few drinks and attend a concert that my son had gifted me tickets for. Only saw forty mins of said concert, didn't have a drink as we had to leave early for the long drive back home. ... Further to my original issue. I arrived at the hotel and the room was a mess. An Attic room with shared bathroom*shower room for three bedrooms. There were three single beds. One had indents and creasing to the duvet were someone or something had laid on it for a time. The other all the beds had mattresses that overhung the divan and were old spring type where your bottom hit the divan below when sitting on. The windows were old and rotting, paint and wood were flaking off them. There was mold around the sink in the room which was lifting the decor in places. The carpets were dark and although hoovered had lots of fluff caught up in. The door lock had been forced, the wood surrounding was damaged and had been poorly repaired. When pulling on it lightly it was evident that it could be forced without much effort from outside. The shared bathroom had copious volume of mold on walls up over the roof and in the shower cubicle. The roof was damaged around a sunken light fitting. The mirror was eroding and there was a sodden hand towel left for use. Needless to stay we did not stay and when complaining to the manager via e.mail and providing him with picture evidence of all the faults he dismissed my complaint. He defended his cleaning staff and the refurbishment that has apparently happened in other rooms and insulted me and questioned my character and flat out refused to reimburse me. I did write him again but he has chosen to ignore. Not sure where to go from here. I ORIGINAL MSGI have a booking for tomorrow that I booked months ago. I am due to travel tomorrow and have just added breakfast to my booking. When printing out I noted that the booking is for a shared bathroom and a shared toilet. Called to confirm and the "Hotel" states this is correct. How can they call themselves a hotel without hotel facility. I can't even cancel as apparently it will cost me my original booking fee to do so. Not happy, is there anything that can be done. Booking ref **********. Oh and your telephone line is out of service..........:(
I apparently have no recourse now. The manager refused reimbursement and does not accept that which I have put to him.
I really would like reimbursement but that has been flatly refused
I accepted I made a mistake on my original booking and hoped to make the best of our weekend. I did not expect that basic standards of Hygiene, comfort and safety were not to be met when I arrived at the Hotel. I don't believe I am a bad customer for raising these issues.
Not sure what else to try. The manager has ignored my response.........
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