Booking.com complaint

southsdide

We were due to stay at the Alexander Apartments Blyth.

Midway through our 330 mile journey we were called to be informed we could not stay due to no electricity at the place. We were offered 2 alternate place
but these were further away from where we needed to be. We were told to cancel the booking. This caused us undue grief and stress at a time we were travelling
to attend a funeral of a close relative. This caused additional stress to my 93 year old father who was with us so much that he was quiet and not eating or sleeping much during the stay.

I feel we were fobbed off so the booking could be given to someone else. They waived the fees as the issue was their end - no electricity at the property and this could
not be rectified until next week. I feel no business would allow loss of custom for a week and would have been pressuring this issue to be fixed. I feel they had a longer booking lined up to replace us.

We had to look for a property to stay whilst sitting in a service station car park. I went to book The Commissioners Quay Inn but when completing the booking process it errored stating there were no longer any rooms at the property so I looked for an alternative

I found a hotel that, although expensive, was suitable in location for us to attend the funeral. This was one room for 4 people inclusive of an old man, a woman and two men - consisted of 2 single beds and a double. This was uncomfortable and awkward for us all but was the only suitable place near where we needed to be - suitable in location and cost. The owners at this hotel were fantastic, we have no issues with them.

I later found that the Commissioners Quay Inn had a booking for me costing £218. I cancelled but they will not waive the fee. The booking failed (it stated there were no rooms available when I attempted to complete the booking) and I was not sent any notification a booking had been made by either Booking.com or Commissioners Quay Inn.

My trip was unpleasant and marred by issues with properties we booked for stay. The trip was to be unpleasant due to the reasons for travelling but it was one that should have been sadness followed by joyous remembrance. What I had was 2 nights of stress knowing that I need to find an extra £313.10 for something I should never have been charged for.

I have escalated this to Booking.com. They messaged Commissioners Quay Inn and Commissioners Quay Inn have refused to cancel and pocketed £218, Booking.com have pushed us to the side and pocketed their commision. I lost more for booking a more expensive place in short notice. Despite pressing Booking.com all I get is "I totally understand your situation as I put my self in your shoes, please accept our apology for the inconvenience and the stress caused to you by this situation and rest assured that we are here for you and we are doing our best and order to satisfy you at the end."

What can I or should I do?