Reservation code: ***********City Living Suite Tk * Rm *, St Julians, Malta.*Left prope...

GetHuman-kgmcnall's Complaint About My Stay issue with Booking.com from October 2019

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The issue in GetHuman-kgmcnall's own words
Reservation code: ***********City Living Suite Tk * Rm *, St Julians, Malta.*Left property after one night, numerous facilities advertised were not present and Health and safety concerns. Owners failed to meet at notified check in time. Unable to access property until another guest appeared. Unable to phone owners due to no reception on my phone. Emailed, problems when I eventually got wifi, via booking .com It appears that this message did not get through,,so recent message the following day and advising we were leaving the property. The owners have responded with unsatisfactory comments and I require some form of suitable refund. My *nd email to the owners via booking.com.l contents:*Thank you for your reply, which I find unsatisfactory. For your clarification. There is no reference to this being a self check in property and that keys are in a key box. Yes I received the digital lock room door code in good time., but could not get that far into the property due to a physical key required to enter the complex . You emailed the details of this key at approximately **.** on the arrival morning...by this time I was on the plane and any common sense would reason that I would not get the details. I quote your information “Standard check in time is between **.** and **.**. After **.** we ask guests to use and airport transfer organised through us since we provide the driver with the keys.” The term check in is used not self check in. Also your information states: Your stay with us is almost here.*We have released your arrival details and they will be located within the Welcome App which you can enter by clicking the link below. A member of our team with meet you at the pre-arranged time to check you in. We will show you around the apartment and provide you with keys to the property. If you have not yet provided us with your check in time, please do so at your earliest convenience to ensure there are no delays in your check in.On Thursday *rd October I did provide a check in time of between * and * pm...and actually arrived at *.**.*The following items are listed as being available in the Kitchen*Shared kitchen*Dining table*Stovetop*Oven*Kitchenware*Electric kettle*Washing Machine*Microwave*Refrigerator*There is no washing machine in the kitchen....we asked another guest about one .. this guest just laughed and said ..no washing machine here. You make reference to a housekeeper..we never saw one and she certainly did not make herself known to us and informing about washing machines under the gatehouse (wherever that is).*It is also stated that: All guest rooms come with air conditioning, a microwave, a fridge, a kettle, a bath or shower, a hairdryer and a desk. At the guest house the rooms are equipped with a wardrobe, a flat-screen TV and a private bathroom. As you well know our guest room did not have a microwave, a fridge, a kettle or a flat screen TV. I was wrong about a safe being advertised as a facility and I apologise for that. However, very few people from the uk have air-conditioning and a simple set of instructions would be more than beneficial.*The fridge in the kitchen was full of food, a considerable amount being unwrapped with no dedicated item location... this is a food hygiene issue (safety).*A room window that does not lock, irrelevant to which story it is on is a security issue.*Though you provided a contact telephone number, my phone had no signal and the only way I could communicate was via booking.com and that was only when I managed to find a wifi signal for my laptop. If it had not been for another guest letting us in some considerable time after our arrival we would have been stranded ... not good for some visiting pensioners.*I would politely ask to to reconsider your position and achieve a compromise conclusion to this issue, rather than potential court costs and bad publicity that may arise.*Kevin McNally

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Complaint About My Stay issue
Reported by GetHuman-kgmcnall
Oct 16th, 2019 - 2 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 27693 others
0 customers following this

Timeline

GetHuman-kgmcnall started working on this issue
Oct 16th, 2019 10:23am

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