Myself and a friend booked a * night stay at the Angelee bed and breakfast in Blackpool on the **th of October ****. We booked a twin room. It cost us ** pounds for the night, obviously we weren't expecting it to be a palace for that much, just somewhere clean and warm to sleep for the night. When we turned up to check in the landlady gave us keys to room **, but the room was already occupied which i found out after I opened the door to find a naked drunk man. I went down stairs to complain, the landlady said it was a stag and hen hotel and she had ** stags staying there, at no point when i booked did booking.com mention it was a stag and hen hotel, if i had been told I wouldn't have booked it. The landlady moved us to another room, it was a family room with bunkbeds, single bed and double bed. The room hadn't been cleaned and had all the dirty bed sheets left on from the previous people. The landlady changed the double bed with our help and the sinlge bed, then she quickly wiped around the toilet, did nothing else in the bathroom or bedroom. The sheets were dirty, there was no soap in the toilet or towel to dry our hands. The bedroom was also freezing as there was the smallest radiator for a massive room, a room i did not book!!! While we were debating whether to find somewhere else to stay or go home a drunk man started banging on the door, i rang my husband who said to leave as it wasn't safe. We went downstairs to ask for our money back, the landlady was vile and point blank refused. I rang booking.com and told our situation to a lady in customer care, she called the landlady then called me back, she said if we go and give the key back the landlady will give us hslf our money, i said we want all our money, she spoke to her supervisor who agreed booking. Com would give us our other half. We handed the key in but the landlady said she didn't agree to give us any money. I called booking.com back and spoke to another member of staff, i asked to be put through to the first lady i spoke to she said she would transfer me but the phone went dead! I called back for a *rd time and spoke to a horrible member of staff who said she had all the information about my first phone call and it was agreed we would only get the ** pounds back from booking.com and no money from the landlady, i told her that wasn't the case, i told her I wanted all my money back, she put us on hold for ages then came back on the phone and asked us in a sarcastic manor if we needed help with anything else, i told he she hadn't resolved my complaint but she put the phone down. Obviously we didn't stay the night in that **** hole. I'm disgusted in how i have been treated and im going to take my complaint to the ombudsmen. I did not book a dirty family room and i did not feel safe with ** drunk men!!!!!
GetHuman-clairwel did not yet indicate what Booking.com should do to make this right.