Regarding Property at ***** Wilshire Blvd ***** Los Angeles, Ca *******Confirmation num...
GetHuman-joycejrm's customer service issue with Booking.com from May 2019
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Regarding Property at ***** Wilshire Blvd ***** Los Angeles, Ca *******Confirmation number ********** Pin ******ATTACHED BELOW ARE PHOTOS THAT DID NOT TURN out as expected to show the dirty stained carpet but the broken chair is visable. I am now disatisfied with how my complaint with booking.com is being handled since I have requested a supervisor to call me back and no one is available. I have never dealt with such a disorganized and unhelpful customer service department. Not only was my experience with my the HOSTS used on your website unprofessional I have found your customer service department equally disatisfying. If I do not receive proper response to all my complaints in my letter soon I will be forced to have my attorney handle this matter on my behalf. I have called * times and have received only robot type letters and do not believe anyone and addressed all my complaints in my letters. There were other issues asside from the condition of the apartment that I stated.**Judith Joyce ************Six months ago, I booked a *-bedroom apartment listed on your website for * adults and pet friendly. I have utilized VBRO and Airbnb for numerous previous listings. This was the first time I have utilized your site for something as this. I felt it was important to report my experience of my interactions regarding this property. My expectation is that I will hear back from you regarding this matter and that there would be some sort of monetary compensation for the unprofessional, irresponsible interactions with the “hosts” of this property,the condition of the apartment and all the inconveniences we experienced.** One week prior to our scheduled arrival I attempted to contact the “host” to schedule an early check since we were traveling from OOT and had a scheduled engagement at the *pm check in time and would not be available until late that evening. I emailed the “host” through booking.com and texted through the phone numbers listed on the reservation. I received a response that I stated that I needed to contact that person’s partner and was given another number. I texted that person and did not hear back for * days. After connecting, it was arranged through text messages that we would be able to pick up the keys, but that the apartment would not be available until *pm due to it being cleaned. I was fine with that and was told that someone would meet us in the lobby at ** noon to get us a key.**AT MIDNIGHT THE NIGHT BEFORE OUR ARRIVAL I was awaken and disturbed with an email stating that we would not be able to get into the apartment before * pm. I panicked since we had a commitment at * until later that evening and and were traveling from OOT. I texted back to the “host” and stated that this was not what was agreed upon and that we did not need to get into the apartment we just need to pick up the key and I understood the it was being cleaned until *pm. They agreed to meet us at ** noon in the lobby to give us the key.**We were traveling by car and I texted the “host” when we were close, so they could meet us in the lobby as arranged. I was sent back a text with directions how to locate the apartment that the key was on the table and there was a book to read with instructions and I should take * minutes to read it. **After arriving in the apartment, we found the key and the book. The “host” finally arrived and asked for my credit card and swiped it on her phone. I assumed since I uploaded my credit card on your website that it was automatically charged that way and was a little wary of this being handled this way.**She then stated that there were * parking spaces but only one parking place was available in the building even though it states there are * places. I told her we had * cars and needed another space. She offered to leave a parking pass for us on the table and we could park in a valet lot next door. I pointed out the large stains all over the living room area and she stated she will take a picture. At that time the apartment was being “Cleaned” and we did not see the rest of the apartment until we returned later that night.**When we returned at **pm that evening we found no parking pass and had to text the “Host” again so we could park our car. We had to wait ** minutes in a dark parking lot for her to bring us a parking pass. She also asked how many of us were there staying in the apartment ( she did not know) and stated we might need some more towels. SHE OPENED HER TRUNK OF HER CAR AND HANDED ME A STACK OF MISMATCHED OLD LOOKING TOWELS. We asked about extra blankets and she said there were some in the apartment.**Once the cars were safely parked we entered the apartment and found large stains in all the rooms in the apartment, * hand towel in each bathroom and * bath towel on each bed. The linens on the bed were one Flat sheet that was not the correct size and did not fit and stained comforters and NO EXTRA BEDDING. The mix matched pillowcases looked like they were from a college dorm room. There were * broken kitchen chairs. Website stated that there was a sofa bed in living room and it was a regular couch and love seat.**If the expectation that these “hosts” are legitimate owners of this apartment I have to really question that and wonder if they are renters themselves making and extra buck. My point is that this property is representing your website. This whole fiasco was horrible.
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May 23rd, 2019 1:16am
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