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    • ADChick
    • By ADChick 12th Jul 19, 4:00 PM
    • 71Posts
    • 8Thanks
    ADChick
    0 WOW
    Refund for poor hotel
    • #1
    • 12th Jul 19, 4:00 PM
    0 WOW
    Refund for poor hotel 12th Jul 19 at 4:00 PM
    I booked a one night stay in a hotel through booking.com, however when we arrived there, the place was an absolute mess. There was no-one there to greet us or speak to as it was fairly late when we arrived, so we walked out and travelled home.

    The place was like a building site, and the room was dirty with mould on the ceiling in the bathroom. Not a suitable place to stay with my pregnant wife, and definitely not worth what we paid for it.

    I've contacted booking.com via their messaging and sent them the pictures I took. I'm currently awaiting their response, however I've just remembered that I paid on my credit card. Would it be worth speaking to them as well or should I wait for booking.com's response first?
Page 1
    • zx81
    • By zx81 12th Jul 19, 4:31 PM
    • 23,300 Posts
    • 25,852 Thanks
    zx81
    • #2
    • 12th Jul 19, 4:31 PM
    • #2
    • 12th Jul 19, 4:31 PM
    You could do either, but the credit card company will also need to get the facts from both you and booking.com.
    • ADChick
    • By ADChick 13th Jul 19, 10:36 AM
    • 71 Posts
    • 8 Thanks
    ADChick
    • #3
    • 13th Jul 19, 10:36 AM
    • #3
    • 13th Jul 19, 10:36 AM
    I'll leave it with booking.com for now then. I don't know what their turnaround time is for responding.
    • martindow
    • By martindow 13th Jul 19, 10:49 AM
    • 8,247 Posts
    • 4,821 Thanks
    martindow
    • #4
    • 13th Jul 19, 10:49 AM
    • #4
    • 13th Jul 19, 10:49 AM
    You say you walked out when no-one was on the reception desk, yet in the second paragraph you appear to have seen a room.


    I assume someone did greet you and gave you the keys to a room. Did you ask to change rooms if the one offered to you was as you describe?


    See what booking.com say but if you did not give the hotel a chance to offer a different and hopefully better room I can't see them offering a full refund.
    • ADChick
    • By ADChick 13th Jul 19, 11:02 AM
    • 71 Posts
    • 8 Thanks
    ADChick
    • #5
    • 13th Jul 19, 11:02 AM
    • #5
    • 13th Jul 19, 11:02 AM
    The keys were in a wall mounted safe next to the room. They gave us a code to the main door (which was broken and anyone could enter anyway) and a code to the safe.

    There was no-one around at all.
    • Nick_C
    • By Nick_C 13th Jul 19, 11:07 AM
    • 5,274 Posts
    • 8,336 Thanks
    Nick_C
    • #6
    • 13th Jul 19, 11:07 AM
    • #6
    • 13th Jul 19, 11:07 AM
    If the room cost more than 100 and you paid by credit card, you could try claiming against both the credit card company and Booking.com

    Although any hotel that provides access to the rooms via a key safe may not be in the 100 a night category!? I've only used key safes at self catering accommodation.
    • ADChick
    • By ADChick 13th Jul 19, 11:17 AM
    • 71 Posts
    • 8 Thanks
    ADChick
    • #7
    • 13th Jul 19, 11:17 AM
    • #7
    • 13th Jul 19, 11:17 AM
    It was over 100 per night. The reception closes at 6pm, so if you arrive later than that they send you an email with the code in.

    I might get in touch with the credit card company as well then.
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