Booking.com and The Nicol Hotel (Bedfordview) *****

We used Booking.com to book and pay for one night at The Nicol Hotel (Bedfordview) on Saturday, 19 September 2020. On arrival at The Nicol Hotel (Bedfordview) reception no one knew about our booking. Even though my confirmation email from Booking.com stated The Nicol Hotel (Bedfordview). Instead we were told by Randy Naickar and Ray Masara that the booking is with the private residence but they don't know the number under contacts.

We tried the cell number +***6 well over 50 times. The individual kept sending calls to voicemail. I also sent multiple sms's to the number - no response. Eventually we were forced to go to Bedfordview Police Station because curfew had started and we also needed to open a case of ***** since we had paid in full for accommodation and no accommodation was being provided.

On the morning of Sunday, 20th September I received a message via Booking.com from the property simply stating "you will be fully refunded. Sorry for the inconvenience." No explanation, not courtesy call, no this was terrible customer service and this is how we will hold responsible parties accountable. In addition no commitment was made on when my refund will be made.

Someone from Booking.com customer service sent me an email on Monday, 21st confirming that a refund will be made. This has still not been actioned.

What irritates me the most is when I tried to submit my review for the terrible service received Booking.com sent me a message stating the review wouldn't be posted because it didn't meet some standards they set.

I HAVE MADE SO MANY ACCOMMODATION BOOKINGS USING BOOKING.COM FOR TRAVELS ACROSS THE COUNTRY. THIS IS BY FAR THE WORST TRAVEL/ ACCOMMODATION EXPERIENCE I HAVE EVER HAD! BE WARNED!