Booking.com

Lisa43

We booked an apartment with booking.com for a place to stay when visiting family in Southampton. We are a family of 5 with 3 young children. After a 6 hour journey we arrived at what you would call an unclean, mouldy and not fit for purpose apartment. It stank of stale smoke but was advertised as smoke free. We were unable to stay and phoned booking.com who said they would contact the owner and get us a refund. We had to make alternative arrangements to stay in Southampton. Booking.com have told us that the owner of the apartment didn't respond to them and therefore there is nothing they can do to get our money back. Booking.com gave us £21.00 back as a good will gesture. We lost £400. Surely the have falsely advertised this property? It feels like we've been scammed by the property owner. Is there a consumer law that protects us?

Aylesbury_Duck

How did you pay?

Lisa43

By debit card on Booking.com

binao

Contact your bank.

You also receive  better protection when you pay by credit card.

Just settle In full each month.  

powerful_Rogue

Did you take lots of photos to show the state of the property?

shazzy56

We'r have justy got back from London.  Also booked through booking. Com.  
Firstly the address advertised was wrong.
Then a few steps to the apartnent was actually 2 very steep narrow staircases. 
The room had not bein cleaned. 
Extras like dining area  non existent
Washing machine ....2 floors down
Bed was against the wall and bring disabled was definitely nit ideal.
Informed booking. Com who virtually asked us to sleep in the chair ....one chair and 2 people, whilst they emailed the owner for compensation. 
Hotel cost £573
We were given £92 ... not even one night's stay. 
Is small claims court our next option. Who do we take to court 
Lots of other things against the studio apartment

Aylesbury_Duck

shazzy56 said:

We'r have justy got back from London.  Also booked through booking. Com.  
Firstly the address advertised was wrong.
Then a few steps to the apartnent was actually 2 very steep narrow staircases. 
The room had not bein cleaned. 
Extras like dining area  non existent
Washing machine ....2 floors down
Bed was against the wall and bring disabled was definitely nit ideal.
Informed booking. Com who virtually asked us to sleep in the chair ....one chair and 2 people, whilst they emailed the owner for compensation. 
Hotel cost £573
We were given £92 ... not even one night's stay. 
Is small claims court our next option. Who do we take to court 
Lots of other things against the studio apartment

Your first hurdle is that you stayed.  How many nights did you book and how many did you stay?

soolin

shazzy56 said:

We'r have justy got back from London.  Also booked through booking. Com.  
Firstly the address advertised was wrong.
Then a few steps to the apartnent was actually 2 very steep narrow staircases. 
The room had not bein cleaned. 
Extras like dining area  non existent
Washing machine ....2 floors down
Bed was against the wall and bring disabled was definitely nit ideal.
Informed booking. Com who virtually asked us to sleep in the chair ....one chair and 2 people, whilst they emailed the owner for compensation. 
Hotel cost £573
We were given £92 ... not even one night's stay. 
Is small claims court our next option. Who do we take to court 
Lots of other things against the studio apartment

Is this the same trip or a different one? I’m a bit confused by the time line.

If this is a second trip gone wrong what happened to the first trip, is that resolved? 

I’ve used booking.com quite a few times without issue, there are some dodgy places on there but I tend to check them against trip advisor and avoid any with reviews that look bad (Ido filter reviews though as well, some people moan about daft things so I check mainly for cleanliness and facilities as described). What sort of reviews we did your place have? 

As above though if booking.com won’t help then you need to go back via your payment method. 

p00hsticks

soolin said:

shazzy56 said:

We'r have justy got back from London.  Also booked through booking. Com.  
Firstly the address advertised was wrong.
Then a few steps to the apartnent was actually 2 very steep narrow staircases. 
The room had not bein cleaned. 
Extras like dining area  non existent
Washing machine ....2 floors down
Bed was against the wall and bring disabled was definitely nit ideal.
Informed booking. Com who virtually asked us to sleep in the chair ....one chair and 2 people, whilst they emailed the owner for compensation. 
Hotel cost £573
We were given £92 ... not even one night's stay. 
Is small claims court our next option. Who do we take to court 
Lots of other things against the studio apartment

Is this the same trip or a different one? I’m a bit confused by the time line.

Shazzy56 seems to be a new poster with a similar problem to the OP and has 'piggy-backed' onto their thread - so two different posters with two different stays in two different locations.....

soolin

p00hsticks said:

soolin said:

shazzy56 said:

We'r have justy got back from London.  Also booked through booking. Com.  
Firstly the address advertised was wrong.
Then a few steps to the apartnent was actually 2 very steep narrow staircases. 
The room had not bein cleaned. 
Extras like dining area  non existent
Washing machine ....2 floors down
Bed was against the wall and bring disabled was definitely nit ideal.
Informed booking. Com who virtually asked us to sleep in the chair ....one chair and 2 people, whilst they emailed the owner for compensation. 
Hotel cost £573
We were given £92 ... not even one night's stay. 
Is small claims court our next option. Who do we take to court 
Lots of other things against the studio apartment

Is this the same trip or a different one? I’m a bit confused by the time line.

Shazzy56 seems to be a new poster with a similar problem to the OP and has 'piggy-backed' onto their thread - so two different posters with two different stays in two different locations.....

Sorry I missed that, I’m completely frazzled today rushing around!