Refund for poor hotel

ADChick · 12 July 2019 at 5:00PM

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?

[Deleted User] · 12 July 2019 at 5:31PM

You could do either, but the credit card company will also need to get the facts from both you and booking.com.

ADChick · 13 July 2019 at 11:36AM

I'll leave it with booking.com for now then. I don't know what their turnaround time is for responding.

martindow · 13 July 2019 at 11:49AM

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 · 13 July 2019 at 12:02PM

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 · 13 July 2019 at 12:07PM

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 · 13 July 2019 at 12:17PM

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.

Refund for poor hotel

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