Booking.com aids and abets ***** and HUMAN TRAFFICKING

Booking Confirmation no: *** Passcode: 5008

On 25 December 2025, I booked Accomodation with Neo and Ruks Guesthouse. What they advertised were clean, neat and tidy self catering units. On 26 December 2026, I checked into Neo and Ruks Guesthouse and what I received was a far cry from what was advertised on Booking.Com’s website. The Accomodation I checked into:

1. Resembled more of a brothel than it did self catering units. I was allocated a dingy room in a main house instead of a self-catering unit; 2. Access in and out of the property was controlled by young foreign national girls in skimpy pyjamas who also lived in the house; 3.The tiles were coming off the wall, the curtains and bedding were appalling, the window was cracked with no burglar bars for safety, the bedding was stained, and the TV didn’t work. 4. The front door to the guesthouse was never locked even after midnight which is extremely unsafe. 5. The owner confirmed that they had intentionally deceived me by giving me a room in the main house instead of the self catering unit that I had paid for because they were overbooked. They definitely did not tell me this when I checked in. 6. There was an overpowering unpleasant stench throughout the property. 7. Please see photographs attached and I’ve got an entire WhatsApp conversation in which the owner of the Accomodation admits their *****. 8.One of the girls assisting me told that this happens all the time meaning that it was no mistake. It’s a well orchestrated ****. Neo and Ruks guesthouse have identified a loophole in Booking.com’s system that allows them to exploit individuals.

I checked out that very same day after spending no more than 15 min in that place. I feared for my life and when I tried to leave, the girl assisting me refused to open the gate. I first had to spend the next 30 min explaining why I refused to stay there and she agreed that the accommodation was not up to scratch.

I’ve already contacted the owner whose is ignoring my request for a refund. The owner of the accommodation told me to take it up with Booking.com but when I contact Booking.com, they tell me that the booking was non-refundable and that they can’t process a refund without the owner’s approval. THIS IS A CLEAR VIOLATION OF OUR CONSUMER PROTECTION LAWS. I’ve already told Booking.com that the owner is never going to approve the refund because a **** that likely involves an element of human trafficking. This is no isolated incident. After eventually locating similar reviews that were not available to me when I initially made the booking, I can only conclude that Booking.com is complicit in this *****ulent operation and they need to be investigated and held accountable.