1 reviews | Active since Dec 2019
Booking.com takes ZERO accountability for the accommodation they advertise
We recently went on a five day trip to Johannesburg to take my wife's nephew for football trials. We landed at Lanseria International airport on the morning of the 15th December 2022. We collected our rental vehicle and made our way to the accomodation in Rosebank that we had booked via booking.com. Upon arrival the self catering apartment was not ready for us, so we decided to go to Rosebank Mall and purchased approximately R1000 worth groceries. When we returned to the apartment block we were allowed to check in and we settled for the day. I took a nap because I had long day. My wife woke me at about 18:00 and told me that she had found ****roaches in the bathroom. As the evening went on I realised that this place was infested with ****roaches. I immediately shook out all our baggage and took it back to the car. I phoned the host and let her know about the problem and told her that I will be checking out in the morning and without any questions she agreed to refund me the balance of my money for the other three nights. The next day I again used the booking.com app and started searching for other accomodation. We found an apartment loft but that accomodation was much more expensive. Nevertheless we booked it online and made our way there after we had finished for the day at the football field. As we got closer to accomodation we realised that the area in which the apartment was situated in looked very ***** and upon arrival I was totally mortified when I saw the surrounding area. I went to the reception and told her that we do not feel safe in this area and won't be staying here tonight. On the booking.com website they post these beautiful pictures of the loft on inside and one strategically taken photograph of the outside area. I sent an email to *** stating what I had experienced and that I want my money. The next day I phoned booking.com and I was listed as no show, but said they will speak to the property to try to get my money back. Two days later I got a notification from booking.com saying that I will be refunded but it was only for two nights. I was charged R1700 for a night I never spent at that accomodation. I am now approximately R6000 out of pocket because eventually had to book into a hotel for the rest of my stay and I had to give away the groceries that I had purchased because we had no self-catering facilities. I would like to know why does booking.com NOT take any accountability for these places that they advertise. I will be taking this matter further with the consumer protector because I don't see why I should incur these losses for accomodation that was falsely advertised because if I had seen the surrounding area of the accommodation on the website I would NEVER have booked that accomodation.
