I booked an apartment in London which was to be our final * days of a one month trip th...

GetHuman-rassors's customer service issue with TripAdvisor from November 2018

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I booked an apartment in London which was to be our final * days of a one month trip through Spain. Five days out, having not heard anything from the owner I contacted TripAdvisor to find out why I had not heard . I was told that the apartment I had picked out and paid for suddenly became unavailable. This occurred while I was travelling through Europe. I had received no prior notice from this company (Suite Life) that there was a problem with the unit. After I contacted TripAdvisor. I was connected by the owner who told me she would give me a similar apartment for LESS than the original apartment. I should have cancelled right there but wanted to be the "good person" and work it out. TripAdvisor never told me that if I took this second apartment their guarantee would not be in effect and that if I chose to cancel I would get a full refund. Had they told me this I would have cancelled. However since I was on the road traveling I really did not have the time or access to computers to find an alternate apartment. This being just days of us flying to London, I was a bit panicked so I agreed to the alternate apartment that was represented to me as equally good.*When we arrived to the property the driver could not find the unit. It was * a.m. He called the emergency number for City Relay and there was no answer. Finally we found the apartment on the side of the building, down steep stairs in the basement next to the garbage cans.*We had requested a * bedroom apartment since there was three adults.*The driver and we searched for the second bedroom, we could not find it. *Called the number again, no answer again. The apartment stunk because of urine stains on the carpets. There were holes in the floor, and walls. The toilet when flushed sounded like a jet .There were no extra blankets or sheets. At that point unable to reach the contact number we contacted Trip Advisor emergency number. . First I talked to a woman and begged her repeatedly to contact the owner and find out if there was a second bedroom somewhere. The woman refused because it was "to late" and they don't contact owners that late. I asked to speak to her supervisor again begging him to contact the owner . He also refused. Clearly it was more important to TA to let the owner sleep and not the three of us who were stranded with three people one bed in a stench filled apartment.The man we spoke to told us to leave right away or we could be charged for the night and get a hotel room. By this time it was after *:** a.m. we were not familiar with this district that quite frankly looked seedy and were afraid to haul up our luggage up a dark narrow staircase and wait on the curb to hail a taxi at *:** a.m.* I explained this to him and he said then we should stay and leave the next day So we stayed that night.. sleeping under towels because we could find not extra blankets for our third person who slept on the couch.. We made reservations to move to a hotel the following day. Around ** a.m as we were moving to the hotel we were informed that the second "bedroom" was behind a bank of mirrors because it actually was a closet with a bed in it. There was no note on the mirrors, the mirrors were not open, it looked like a wall of mirrors with nothing behind it. It would have been almost impossible to stay in the unit due to the stench from the urine soaked carpet and smell from adjacent garbage cans from this multi unit building. We were booked for * nights. In short, after extensive communication with trip advisor and City Relay (who told us that all basement apartments in London smell bad...not true from previous lodgings) when we asked for our money back all we were given was $*** (for cleaning) . I don't know if we were supposed to hire someone to clean the carpet with that money. So the apartment that was offered us at a "reduced rate" cost us the same as the original apartment approximately $****.** for one night , less the $***.** for cleaning. *We then contacted trip advisor that refused to refund our fully paid fee choosing instead to give it to the fraudulent owner.

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Customer service issue
Reported by GetHuman-rassors
Nov 7th, 2018 - 4 years ago
Seen by 10 customers so far
Similar issue to 1006 others
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GetHuman-rassors started working on this issue
Nov 7th, 2018 8:45pm
GetHuman-rassors indicated the issue is not fixed yet.
Nov 7th, 2018 8:45pm

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