Booking number ***********We booked the seaside luxury apartments for a * night stay fo...

GetHuman-kateemil's customer service issue with Booking.com from September 2018

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The issue in GetHuman-kateemil's own words
Booking number ***********We booked the seaside luxury apartments for a * night stay for four adults and two small children.*We received a email confirming our check in time *pm to *pm.*On arrival we drove up to the security gate but was refused to enter and park the car as he said someone should come and meet us .*This was at ***pm so we thought someone would come at four to give us apartment keys and garage key *We waited till *.**pm but nothing so we called to see what was happening the lady on the phone who rents the apartment said the check in time was a mixup but she would get a taxi and come with the keys and this will take her half an hour at most .*We waited an hour and a half the owner had sent a cleaner to look after us she showed us to the apartment but she didn't have the garage keys or the key for the security gate so we wouldn't be able to drive or park the car . She said this isn't the first time this has happened *I phone the owner again she told me I would have to wait for the keys .*I had already waited *and a half hour with * small children.*I told her its not acceptable and instead of staying we drove the * hour trip home *I would like a full refund *Thanks katarzyna kalbarczyk
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Booking.com

Customer service issue
Reported by GetHuman-kateemil
Sep 4th, 2018 - a yr ago
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GetHuman-kateemil started working on this issue
Sep 4th, 2018 7:32am