Booking.com accommodation not as described

Hartz82

We booked a villa through booking.com that detailed 5 bedrooms and a private pool. Upon arrival there were only 4 bedrooms, 5th was a bed on the landing and the pool was communal. We requested a refund from the owners and booking.com but are getting nowhere fast. S8nce are complaint the description on booking.com has been changed.  We have evidence of the changes and photos of the villa.
Has anyone had anything similar?

Mark_d

Since you have all the evidence can you not raise a claim via your credit card company?

TELLIT01

Did you stay at the villa?  If so, what level of compensation are you seeking?

Hartz82

We stayed 2 nights and left to an alternative villa. Prepared to pay for the nights we stayed 

Hartz82

Was paid on Barclays card, would it be covered on that?

bagand96

Who did you pay?  Did booking.com process the payment or did you pay the host (or a managing agency) directly?  Reason I ask is that Section 75 is quite intricate and if the Creditor-Supplier is "broken" by a third party (booking.com) processing payment it can be more complex.   A chargeback doesn't need to meet this bar so that may be an option, but be mindful they have a time limit.

Booking.com T&C's will likely try and absolve them of any accountability as being a platform for hosts to list properties.  What exactly has happened so far with Booking.com complaints process?

FlorayG

Just been a discussion on R4 (You and Yours) about this exact type of thing. Booking.com accept no responsibility because they say they don't inspect premises, they have to accept the description given to them, so you have no claim against booking.com it has to be against the premises.