GetHuman-romiekha's customer service issue with Booking.com from August 2018
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The issue in GetHuman-romiekha's own words
Booking.com Complaint *re: Homestay ** Rosscowan Crescent, Scarborough, ON M*W *K*, Canada*Booking Code: ********** **Dear Booking.com *I am writing to complain to you about one of the establishments on your website that I booked and paid for. I booked and stayed at this establishment from ** July – ** July **** with my daughter. **I was extremely disappointed with my stay there for the following reasons:** * The house itself had a horrible lingering smell** * The whole house whatever room we were in be it the kitchen, dining room , bedroom or bathrooom was filthy , I have enclosed photos for you to see what I am talking about – e.g. there was a dead fly on our window sill the day we arrived till the day we left** * The website advertises - There is a communal kitchen for guests to use during their stay.On day two we had to ask if we could have fridge space because it was completely packed and we were given half a shelf later that day (the owner needed to clear her fridge first), however on day three our food stuffs in the fridge had other products put on top of them and worse still big pieces of gammon (with no covering) were put next to and on top of our water bottles with open teats. My daughter has a dietary requirement in that she does not eat pork. This made my daughter feel repulsed and I felt it was inappropriate for a communal fridge facility. This was wrong because it was unhygienic and inappropriate for people who do not eat meat. From that day we stopped using the fridge* * * I urge you to send a secret booking.com agent to check -in as a guest because we honestly felt we were walking into someone’s home and that we were not welcome nor could we use the facilities at our discretion as paying guests (although due to the filthy state we stopped)* * * Furthermore, we didn't eat off the crockery or from the cutlery because of the uncleanliness of the place – we brought in plastic crockey and takeaways (which was an extra cost to me, I had planned in making at least one a meal a day there)* * * During our whole week our bedding was not changed once or our room cleaned nor we were not asked if we wanted our room cleaned** * Our bedding did not look ironed and our duvet had a fleece blanket inside instead of a duvet. One of the pillows had no pillow case cover that I had to ask for one* * * Bathroom facilities:- we had the shared bathroom facility , firstly, the heat of the hot water tap went extremely hot very quickly , both my daughter and I had nasty encounters with the hot water whilst taking a shower , I strongly suggest there should be a – sign warning people of the ferocity of the water. (I see a previous guest has mentioned this on your website). Additionally, there is NO lock on the bathroom door – only a door chain. Let me explain this to you this is a small bathroom if one opens a door , even with the chain on one can see a person sitting on the toilet seat, and can see someone coming out of the bath (there is a mirror facing the bath). On one occasion my daughter was in the bathroom and someone attempted to use the bathroom (from then on we both went to the bathroom together to watch out for people coming in). I too walked onto a fellow guest – highly embarrassing for both if us** * Furthermore, the owner needs to fix her very wobbly banister at the top of the stairs as someone is going to have an accident coming down her stairs – this is another health and safety hazzard* * * On our last day we asked if the owner can she call a cab, we had a load of luggage and needed to get to the subway to get to the airport– she said she did not have a local cab company number , at this time I was still feeling unwell (the landlady knew I was unwell from the Wednesday of our stay she watched as I crawled up the stairs due to a long standing illness) , my daughter had to look up a number on her cell phone and went back to her and said please dial this number – I found that unbelievable on the owner’s part, she just didn't care. I told her when she saw me on the last morning I was still feeling unwell but she took no notice. However, please note: She was very quick to suggest she call a friend of hers to take me to the airport for a fee of $**.** per person I told her I was on a limited budget and could not afford that. * * I do think it is worth highlighting on the website it states: We speak your language! * The owner had a very limited command of English, on day one we asked about buses to get the Don Mills Subway however, she barely understood us and another guest stepped in and spoke about the public transport to us. When communicating other times with the owner we had to ask a question once or twice before being understood** * On your website the establishment states Fairview Mall is *.* miles this is not the case a quick google maps search will show you it is in fact DOUBLE. Please see the link below:* https:**www.google.co.uk*maps*dir****Rosscowan*Crescent,*Scarborough,*ON*M*W**K*,*Canada*Fairview*Mall*Dr,*North*York,*ON,*C*****@***.com,-**.*******,**z*data*!*m*!*b*!*m**!*m**!*m*!*m*!*s*x**d*d*b**bfae*b*:*x******fc*df***cc!*m*!*d-**.*******!*d**.******!*m*!*m*!*s*x**d*d*f****cfe*b:*x****b****deaa*e*!*m*!*d-**.*******!*d**.******!*e* * This is very misl-eading because I thought we could walk to the mall easily when I booked this place and we clearly could not. I had to use taxis or when we were running out of funds a bus and walk the rest of the way mainly because there is only ONE bus service every ** mins !!!! Please note we were not supplied a timetable we had to ask people on the street and find this out ourselves.* * Additionally, this establishment charged my credit card twice once on the ** June and once on ** June ****. I am very suspicious of this and need a refund. **On the second night my daughter was really upset with the place we had to stay in for the next week and took me outside to tell me so and asked if we could move. I was beginning to feel unwell and had a very limited budget, I had to unfortunately tell her we had no other option but remain in that place because of this ,which was upsetting for me as a mother. Since back I had to go to my doctor with unusual bites on my body who told me it was due to dirty-house flies (I have included pictures for you of bites on my body) and she prescribed an antibiotic for me. * *All in all this has been a truly traumatic experience for us both in Toronto. We had a lovely couple of weeks in Canada and the third week stay really ruined the end of our holiday. This summer holiday I stayed in numerous accommodations booked on your website:**Dalhousie University reservation - Reservation code: ********** **Motel Cartier reservation - Reservation code: ************R*sidence h*teli*re du C*gep de Rivi*re-du-Loup - Reservation code: ********** *Hotel Ambassadeur et Suites reservation -Reservation code: ********** *Auberge Alternative reservation - Reservation code: ********** ***and all in all gave fair to excellent reviews. I am a frequent traveller and a genius member of Booking.com and in fact a few years ago stayed in Toronto with Super* booked through you and loved it. **It was an implied term of our contract that the accommodation provided would be of a standard of cleanliness and quality reasonably to be expected this clearly was not the case. It's also an implied term that the service provided would be done so with reasonable care and skill as required by the Supply of Goods and Services Act ***** Consumer Rights Act **** clearly this booking is in breach of our contract. As such, I am legally entitled to receive compensation from you, including the amount I paid for the accommodation. The law states that all holiday accommodation must be clean, and of a reasonable standard. I clearly did not get this. **I would like to say in regards to the health and sanitation issue I would like you to please contact the local health department about this establishment. Someone will get seriously sick with the unhygienic practices , or fall down the stairs or scald themselves. **It is horrific that this woman took a lot of money from me and provided a filthy room in a personal house a far distance from where she advertises it is. She never provided a bus timetable nor did she help to call a cab when we were leaving knowing I was unwell.**I would like to receive a response back from you within ** days. **Yours sincerely, ***Romana Khaoury *ps I cannot send any photos please contact me to send them to you from an appropriate address
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