This time I had a very bad experience with a hotel listed on your site. I booked a room...

GetHuman1192380's customer service issue with Booking.com from September 2018

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The issue in GetHuman1192380's own words
This time I had a very bad experience with a hotel listed on your site. I booked a room in a hotel named Hotel Sitges **** and had a horrible experience. First of all, this was not a hotel. This hotel spoils all our trip.**I WILL START FROM DAY **Day *: **. As soon as we reached the room was not ready. We waited and finally got the room. As soon as we entered the room was terribly smelly and it was super dirty.**. Then we thought to take bath and there were no toiletries. No Soap, No shampoo, No drier. they kept the only toilet tissue.**. I tried to call but no intercom phone in the room. I went down and ask for these things at the reception, the response was horrible, A lady at reception said WE ARE NOT PROVIDING ALL THESE THINGS YOU HAVE TO MANAGE BY YOUR OWN. *I was extremely tired due to my **hour long flight. I did not argue and I came back to my room**Day *: I told them to change the bedsheet. They said we change after * days. I ask them to provide a quilt they gave me a dirty quilt without cover. **Day *: We got irritated and left the hotel though we paid everything**These are the things we been through every day.**. Stained pillow (I have attached the photo)**.Stained bedsheet (I have attached the photo)**. No drinking water in the room (I have attached the photo)**. Terrible smell in the room (I have attached the photo)**. Celling with black fungus (I have attached the photo)**. Room was not clean (I have attached the photo)**. The staff was very unprofessional and disrespecting their guest. **. There is not at all any safety of people living there as there was no reception **. We had just only a number lock on the main entrance of the hotel.**On top of that, I got a mail from booking.com to confirm my stay that I am staying in a hotel or not. I even did not get to write a correct review of them on their website**There is a day on the reception who always listening to music with headphone even a guest talk to her. And she replies always rudely with NO knowledge of her duty and responsibilities of sitting at reception table as they don't have a desk**I have a request to you, Please remove these kinds of hotels from your listing as we trust you. Provide me a compensation that I paid and did not get any service. Ask for a fine charge to the hotel for misleading the fact about their old outdated poorly managed property.**Kindly show concern for booking.com users by putting a penalty on this hotel.**I am writing to you many times but did not get any proper reply. I booked a hotel Hotel Sitges **** from ** September to **th September. I checked into the hotel on **th September and I got a message that I did not check it. This is ridiculous. I did not expect this kind of service from you. The hotel condition was pathetic. Still, I stay for * days and checked out. I have *** Euro on the time of checking in cash (I have the receipt also). and I was charged by booking.com also. This is not fair. I check out on **th and paid the rest of the money and hotel reception said its perfect you can leave.**I checked the credit card and I was shocked ****.** Mxn on **th Sep and ****.** Mxn on **th of Sep was paid from my card to the Hotel Sitges ****. This is not acceptable. I paid *** euro * ****.** Mxn * ****.** Mxn. I paid the double price of things which trouble me.**Please take care of my Money.**This Booking.com will not take any action I will never going to use it and also suggest everyone not to use it.**I have explained about the hotel situation in detail in my previous mail.**I am attaching the slip which I paid and also the pictures of the hotel room. I hope Booking.com will take action.
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Booking.com

Customer service issue
Reported by GetHuman1192380
Sep 24th, 2018 - 2 mons ago
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Timeline
GetHuman1192380 started working on this issue
Sep 24th 6:13pm