NV
Netashia V
1 reviews | Active since Oct 2022
29 May 2026, 15:40
Demand of Refund from Northmead Lodge - Booking.com
I hereby lodge a formal demand for a full refund relating to my booking at Northmead Lodge, under the provisions of the CPA.
Upon arrival, the accommodation was found to be:
Unclean and unhygienic Unsafe and not fit for occupation Materially different from what was advertised
This constitutes a direct breach of the CPA, specifically:
Section 54(1)(a) & (b) – Failure to provide services in a manner that is timely, of good quality, and safe.
Section 41(1) – False, misleading, or deceptive representations in marketing the accommodation.
Section 47(2) – Failure to provide accommodation as agreed, requiring a refund or suitable alternative.
In terms of Section 54(2), I am entitled to demand a full refund, as the services rendered were not in compliance with the required standards.
Please note: Any “no refund” policy is overridden by the CPA where services are defective, unsafe, or not as advertised, and such terms are considered unfair, unreasonable, and unenforceable.
As a result of the above, I was forced to secure alternative accommodation at my own expense, causing further financial prejudice.
The uninhabitable condition of the accommodation was far below acceptable standards. Upon arrival, I experienced the following issues: The property was unclean and not properly maintained,dirty floors, dirty bedding, unclean bathroom, dirty fridge, microwave,etc.
Certain areas allocated were not as advertised and did not meet expectations There were visible damages to the property broken fixtures like broken door handle, unsafe structures, etc. Most concerning, the condition of the property did not feel safe for occupancy These issues made the accommodation unsuitable and significantly impacted my stay.
DEMAND I hereby demand: A full refund of the amount paid: R2 250.
Pursue recovery of my losses, including additional costs incurred
I trust this matter will be resolved urgently to avoid further legal escalation.
I have photos,videos and audio recordings of the event that took place as evidence to my complaint.
Helpful (0)
Replies (3)0
Replies (3)NV
Netashia V's updateReviewer Update
29 May 2026, 16:31Booking.com Response:
"Booking.com and any Support Company that You may have involved hereby deny liability and fully disagree with and formally object to the Claim, the allegations and payment of any claimed amount for the following reasons:Firstly, please be informed that Booking.com acts solely as an intermediary, asper Clause B2. Contractual relationship of our terms and conditions:[...] 1. When you make (or request) a Booking, it’s directly with the Service provider—we’re not a “contractual party.”2. Booking.com B.V. owns and operates the Platform.3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.4. Information about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. Clause A4. Our Platform of our terms and conditions:[...] 1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, ormissing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.2. We’re always working to improve our customers’ experience withBooking.com. So sometimes, we show different people different designs,phrasings, products, etc. to find out how they react. As a result, you might not come across some services or conditions when you visit our Platform.3. Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.4. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience. [...]Regardless of whether the payment is facilitated by Booking.com or the Service Provider, You agree and acknowledge that the Service Provider is at all times responsible for the collection and the refund in case they agree with it.When our Customer Service team contacted the Service Provider, no response was received to date. As a result, we are unable to issue a refund without the Service Provider’s consent. In addition, as the Customer did not provide any supporting evidence for the reported concerns, we were unable to establish legal grounds for the allegations.Nevertheless, as an intermediary and as a gesture of goodwill, we provided travel credit in the amount of R202.50, which has been available in thecustomer’s wallet since 30 March 2026.We regret to inform You that Booking.com cannot be held liable for this situation as the Service Provider is solely responsible for the maintenance and cleanliness of the accommodation.5.1.1. The Claim was submitted against a Support Company (please see further information about the Support Companies at 2.2.2 above) which hereby denies all liability in respect of the Claim because:(i) the Support Company does not operate the Platform. The Platform on which the Booking was made, is operated, hosted, controlled, managed,offered, made available and maintained by Booking.com in and from within the Netherlands; (ii) the Support Company has no relationship whatsoever with visitors of thePlatform;5.1.2. Therefore, there is no (legal/factual/contractual) relationship between You andthe Support Company on the one hand and between the Support Company andthe Service Provider on the other hand. Furthermore, the Support Company hasno involvement in, nor any responsibility for the service or any matter, event,circumstance, action or omission related to, in or (caused) by the ServiceProvider.5.2. The Service Provider is responsible/liable5.2.1. Since You entered into a direct legal relationship with the Service Provider andthe Service Provider is responsible for all events, actions or omissions by theService Provider - to the extent the Claim is valid – the Claim should beaddressed against the Service Provider.5.3.2. Evidence to substantiate claim5.3.3. Furthermore, since the damages You claim are not substantiated or otherwiseproven, the Claim should be rejected.5.3. Rightful and legitimate payment collection5.3.1. When a Booking is made on Booking.com, a legally binding contract is createdbetween You and the Service Provider, whereas the Confirmation serves asevidence of this contractual relationship and therefore the Service Provider'scontractual right to collect the applicable payment in accordance with the booked payment policies.5.3.2. In Clause A9.1 of the Terms , You are clearly informed of the applicability of the cancellation and no-show policy:1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits,additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages,during the booking process, in the fine print, and/or in the confirmation email ticket (if applicable).5.4. Payment (A8.1 of the Terms)5 For some products/services, the Service Provider will require an Upfront payment and/or a payment taken during your Travel Experience.If we organise your payment, we (or, in some cases, our affiliate) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the 'due and payable' price.If the Service Provider charges You, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit cardis charged when you book, or You pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to You in the booking process.5.5. Misleading information5.5.1. Since You entered into a direct legal relationship with the Service Provider, the Claim should have been addressed against the Service Provider.5.5.2. To the extent that the information in respect of the Service Provider is (or was)misleading, the Service Provider is responsible and liable for such inaccurate,untrue and misleading information.Clause A4.1-3 of the Terms clearly state that the Service Providers are responsible for the information on the Platform since they provide Booking.comwith the relevant information.We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.We're not a party to the terms between You and the Service Provider. The Service Provider is solely responsible for the Travel Experience.6. CONCLUSION6.1. We fully and explicitly deny liability and disagree and reject the Claim and any claimed amount for the reasons set out above. 6.2. To the extent the Claim is considered valid, We kindly refer You to the Service provider.7. FURTHER COMMUNICATION7.1. All further correspondence, notices or communications in respect of the Claim should be addressed to the Service Provider.7.2. All (future) correspondence, notices, communications, documents in respect Of platform, any formal notices (e.g. writ of summons) must be directly sent to:Customer RelationsBooking.com B.V.Oosterdokskade *** DL Amsterdam the Netherlands in accordance with the appropriate and relevant mandatory service requirements.7.3. For the avoidance of doubt and as explicitly set out in the Legal notice on the Platform please note that:(i) Booking.com does not accept nor assume any domicile at any place,location or office in the world (also not at the office of its Support Companies), other than its registered office in Amsterdam, and(ii) the Support Companies do not operate and are not authorised to act as any form of process or service agent of Booking.com.7.4. Finally, please note that the above is not an exhaustive summary of our position,rights, defence, claims and evidence. Please consider this a preliminaryresponse.I hope (and trust) that I have informed You sufficiently.If You have any further questions or comments regarding the above, please do not hesitate to contact us."
The company's treatment of customer complaints is both unprofessional and deeply concerning. The dismissive attitude and failure to address legitimate concerns demonstrate a lack of customer care and basic professional standards.
"Booking.com and any Support Company that You may have involved hereby deny liability and fully disagree with and formally object to the Claim, the allegations and payment of any claimed amount for the following reasons:Firstly, please be informed that Booking.com acts solely as an intermediary, asper Clause B2. Contractual relationship of our terms and conditions:[...] 1. When you make (or request) a Booking, it’s directly with the Service provider—we’re not a “contractual party.”2. Booking.com B.V. owns and operates the Platform.3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.4. Information about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. Clause A4. Our Platform of our terms and conditions:[...] 1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, ormissing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.2. We’re always working to improve our customers’ experience withBooking.com. So sometimes, we show different people different designs,phrasings, products, etc. to find out how they react. As a result, you might not come across some services or conditions when you visit our Platform.3. Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.4. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience. [...]Regardless of whether the payment is facilitated by Booking.com or the Service Provider, You agree and acknowledge that the Service Provider is at all times responsible for the collection and the refund in case they agree with it.When our Customer Service team contacted the Service Provider, no response was received to date. As a result, we are unable to issue a refund without the Service Provider’s consent. In addition, as the Customer did not provide any supporting evidence for the reported concerns, we were unable to establish legal grounds for the allegations.Nevertheless, as an intermediary and as a gesture of goodwill, we provided travel credit in the amount of R202.50, which has been available in thecustomer’s wallet since 30 March 2026.We regret to inform You that Booking.com cannot be held liable for this situation as the Service Provider is solely responsible for the maintenance and cleanliness of the accommodation.5.1.1. The Claim was submitted against a Support Company (please see further information about the Support Companies at 2.2.2 above) which hereby denies all liability in respect of the Claim because:(i) the Support Company does not operate the Platform. The Platform on which the Booking was made, is operated, hosted, controlled, managed,offered, made available and maintained by Booking.com in and from within the Netherlands; (ii) the Support Company has no relationship whatsoever with visitors of thePlatform;5.1.2. Therefore, there is no (legal/factual/contractual) relationship between You andthe Support Company on the one hand and between the Support Company andthe Service Provider on the other hand. Furthermore, the Support Company hasno involvement in, nor any responsibility for the service or any matter, event,circumstance, action or omission related to, in or (caused) by the ServiceProvider.5.2. The Service Provider is responsible/liable5.2.1. Since You entered into a direct legal relationship with the Service Provider andthe Service Provider is responsible for all events, actions or omissions by theService Provider - to the extent the Claim is valid – the Claim should beaddressed against the Service Provider.5.3.2. Evidence to substantiate claim5.3.3. Furthermore, since the damages You claim are not substantiated or otherwiseproven, the Claim should be rejected.5.3. Rightful and legitimate payment collection5.3.1. When a Booking is made on Booking.com, a legally binding contract is createdbetween You and the Service Provider, whereas the Confirmation serves asevidence of this contractual relationship and therefore the Service Provider'scontractual right to collect the applicable payment in accordance with the booked payment policies.5.3.2. In Clause A9.1 of the Terms , You are clearly informed of the applicability of the cancellation and no-show policy:1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits,additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages,during the booking process, in the fine print, and/or in the confirmation email ticket (if applicable).5.4. Payment (A8.1 of the Terms)5 For some products/services, the Service Provider will require an Upfront payment and/or a payment taken during your Travel Experience.If we organise your payment, we (or, in some cases, our affiliate) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the 'due and payable' price.If the Service Provider charges You, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit cardis charged when you book, or You pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to You in the booking process.5.5. Misleading information5.5.1. Since You entered into a direct legal relationship with the Service Provider, the Claim should have been addressed against the Service Provider.5.5.2. To the extent that the information in respect of the Service Provider is (or was)misleading, the Service Provider is responsible and liable for such inaccurate,untrue and misleading information.Clause A4.1-3 of the Terms clearly state that the Service Providers are responsible for the information on the Platform since they provide Booking.comwith the relevant information.We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.We're not a party to the terms between You and the Service Provider. The Service Provider is solely responsible for the Travel Experience.6. CONCLUSION6.1. We fully and explicitly deny liability and disagree and reject the Claim and any claimed amount for the reasons set out above. 6.2. To the extent the Claim is considered valid, We kindly refer You to the Service provider.7. FURTHER COMMUNICATION7.1. All further correspondence, notices or communications in respect of the Claim should be addressed to the Service Provider.7.2. All (future) correspondence, notices, communications, documents in respect Of platform, any formal notices (e.g. writ of summons) must be directly sent to:Customer RelationsBooking.com B.V.Oosterdokskade *** DL Amsterdam the Netherlands in accordance with the appropriate and relevant mandatory service requirements.7.3. For the avoidance of doubt and as explicitly set out in the Legal notice on the Platform please note that:(i) Booking.com does not accept nor assume any domicile at any place,location or office in the world (also not at the office of its Support Companies), other than its registered office in Amsterdam, and(ii) the Support Companies do not operate and are not authorised to act as any form of process or service agent of Booking.com.7.4. Finally, please note that the above is not an exhaustive summary of our position,rights, defence, claims and evidence. Please consider this a preliminaryresponse.I hope (and trust) that I have informed You sufficiently.If You have any further questions or comments regarding the above, please do not hesitate to contact us."
The company's treatment of customer complaints is both unprofessional and deeply concerning. The dismissive attitude and failure to address legitimate concerns demonstrate a lack of customer care and basic professional standards.
NV
Netashia V's update29 May 2026, 16:31
Reviewer Update
Booking.com Response:
"Booking.com and any Support Company that You may have involved hereby deny liability and fully disagree with and formally object to the Claim, the allegations and payment of any claimed amount for the following reasons:Firstly, please be informed that Booking.com acts solely as an intermediary, asper Clause B2. Contractual relationship of our terms and conditions:[...] 1. When you make (or request) a Booking, it’s directly with the Service provider—we’re not a “contractual party.”2. Booking.com B.V. owns and operates the Platform.3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.4. Information about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. Clause A4. Our Platform of our terms and conditions:[...] 1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, ormissing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.2. We’re always working to improve our customers’ experience withBooking.com. So sometimes, we show different people different designs,phrasings, products, etc. to find out how they react. As a result, you might not come across some services or conditions when you visit our Platform.3. Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.4. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience. [...]Regardless of whether the payment is facilitated by Booking.com or the Service Provider, You agree and acknowledge that the Service Provider is at all times responsible for the collection and the refund in case they agree with it.When our Customer Service team contacted the Service Provider, no response was received to date. As a result, we are unable to issue a refund without the Service Provider’s consent. In addition, as the Customer did not provide any supporting evidence for the reported concerns, we were unable to establish legal grounds for the allegations.Nevertheless, as an intermediary and as a gesture of goodwill, we provided travel credit in the amount of R202.50, which has been available in thecustomer’s wallet since 30 March 2026.We regret to inform You that Booking.com cannot be held liable for this situation as the Service Provider is solely responsible for the maintenance and cleanliness of the accommodation.5.1.1. The Claim was submitted against a Support Company (please see further information about the Support Companies at 2.2.2 above) which hereby denies all liability in respect of the Claim because:(i) the Support Company does not operate the Platform. The Platform on which the Booking was made, is operated, hosted, controlled, managed,offered, made available and maintained by Booking.com in and from within the Netherlands; (ii) the Support Company has no relationship whatsoever with visitors of thePlatform;5.1.2. Therefore, there is no (legal/factual/contractual) relationship between You andthe Support Company on the one hand and between the Support Company andthe Service Provider on the other hand. Furthermore, the Support Company hasno involvement in, nor any responsibility for the service or any matter, event,circumstance, action or omission related to, in or (caused) by the ServiceProvider.5.2. The Service Provider is responsible/liable5.2.1. Since You entered into a direct legal relationship with the Service Provider andthe Service Provider is responsible for all events, actions or omissions by theService Provider - to the extent the Claim is valid – the Claim should beaddressed against the Service Provider.5.3.2. Evidence to substantiate claim5.3.3. Furthermore, since the damages You claim are not substantiated or otherwiseproven, the Claim should be rejected.5.3. Rightful and legitimate payment collection5.3.1. When a Booking is made on Booking.com, a legally binding contract is createdbetween You and the Service Provider, whereas the Confirmation serves asevidence of this contractual relationship and therefore the Service Provider'scontractual right to collect the applicable payment in accordance with the booked payment policies.5.3.2. In Clause A9.1 of the Terms , You are clearly informed of the applicability of the cancellation and no-show policy:1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits,additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages,during the booking process, in the fine print, and/or in the confirmation email ticket (if applicable).5.4. Payment (A8.1 of the Terms)5 For some products/services, the Service Provider will require an Upfront payment and/or a payment taken during your Travel Experience.If we organise your payment, we (or, in some cases, our affiliate) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the 'due and payable' price.If the Service Provider charges You, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit cardis charged when you book, or You pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to You in the booking process.5.5. Misleading information5.5.1. Since You entered into a direct legal relationship with the Service Provider, the Claim should have been addressed against the Service Provider.5.5.2. To the extent that the information in respect of the Service Provider is (or was)misleading, the Service Provider is responsible and liable for such inaccurate,untrue and misleading information.Clause A4.1-3 of the Terms clearly state that the Service Providers are responsible for the information on the Platform since they provide Booking.comwith the relevant information.We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.We're not a party to the terms between You and the Service Provider. The Service Provider is solely responsible for the Travel Experience.6. CONCLUSION6.1. We fully and explicitly deny liability and disagree and reject the Claim and any claimed amount for the reasons set out above. 6.2. To the extent the Claim is considered valid, We kindly refer You to the Service provider.7. FURTHER COMMUNICATION7.1. All further correspondence, notices or communications in respect of the Claim should be addressed to the Service Provider.7.2. All (future) correspondence, notices, communications, documents in respect Of platform, any formal notices (e.g. writ of summons) must be directly sent to:Customer RelationsBooking.com B.V.Oosterdokskade *** DL Amsterdam the Netherlands in accordance with the appropriate and relevant mandatory service requirements.7.3. For the avoidance of doubt and as explicitly set out in the Legal notice on the Platform please note that:(i) Booking.com does not accept nor assume any domicile at any place,location or office in the world (also not at the office of its Support Companies), other than its registered office in Amsterdam, and(ii) the Support Companies do not operate and are not authorised to act as any form of process or service agent of Booking.com.7.4. Finally, please note that the above is not an exhaustive summary of our position,rights, defence, claims and evidence. Please consider this a preliminaryresponse.I hope (and trust) that I have informed You sufficiently.If You have any further questions or comments regarding the above, please do not hesitate to contact us."
The company's treatment of customer complaints is both unprofessional and deeply concerning. The dismissive attitude and failure to address legitimate concerns demonstrate a lack of customer care and basic professional standards.
"Booking.com and any Support Company that You may have involved hereby deny liability and fully disagree with and formally object to the Claim, the allegations and payment of any claimed amount for the following reasons:Firstly, please be informed that Booking.com acts solely as an intermediary, asper Clause B2. Contractual relationship of our terms and conditions:[...] 1. When you make (or request) a Booking, it’s directly with the Service provider—we’re not a “contractual party.”2. Booking.com B.V. owns and operates the Platform.3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.4. Information about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. Clause A4. Our Platform of our terms and conditions:[...] 1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, ormissing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.2. We’re always working to improve our customers’ experience withBooking.com. So sometimes, we show different people different designs,phrasings, products, etc. to find out how they react. As a result, you might not come across some services or conditions when you visit our Platform.3. Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.4. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience. [...]Regardless of whether the payment is facilitated by Booking.com or the Service Provider, You agree and acknowledge that the Service Provider is at all times responsible for the collection and the refund in case they agree with it.When our Customer Service team contacted the Service Provider, no response was received to date. As a result, we are unable to issue a refund without the Service Provider’s consent. In addition, as the Customer did not provide any supporting evidence for the reported concerns, we were unable to establish legal grounds for the allegations.Nevertheless, as an intermediary and as a gesture of goodwill, we provided travel credit in the amount of R202.50, which has been available in thecustomer’s wallet since 30 March 2026.We regret to inform You that Booking.com cannot be held liable for this situation as the Service Provider is solely responsible for the maintenance and cleanliness of the accommodation.5.1.1. The Claim was submitted against a Support Company (please see further information about the Support Companies at 2.2.2 above) which hereby denies all liability in respect of the Claim because:(i) the Support Company does not operate the Platform. The Platform on which the Booking was made, is operated, hosted, controlled, managed,offered, made available and maintained by Booking.com in and from within the Netherlands; (ii) the Support Company has no relationship whatsoever with visitors of thePlatform;5.1.2. Therefore, there is no (legal/factual/contractual) relationship between You andthe Support Company on the one hand and between the Support Company andthe Service Provider on the other hand. Furthermore, the Support Company hasno involvement in, nor any responsibility for the service or any matter, event,circumstance, action or omission related to, in or (caused) by the ServiceProvider.5.2. The Service Provider is responsible/liable5.2.1. Since You entered into a direct legal relationship with the Service Provider andthe Service Provider is responsible for all events, actions or omissions by theService Provider - to the extent the Claim is valid – the Claim should beaddressed against the Service Provider.5.3.2. Evidence to substantiate claim5.3.3. Furthermore, since the damages You claim are not substantiated or otherwiseproven, the Claim should be rejected.5.3. Rightful and legitimate payment collection5.3.1. When a Booking is made on Booking.com, a legally binding contract is createdbetween You and the Service Provider, whereas the Confirmation serves asevidence of this contractual relationship and therefore the Service Provider'scontractual right to collect the applicable payment in accordance with the booked payment policies.5.3.2. In Clause A9.1 of the Terms , You are clearly informed of the applicability of the cancellation and no-show policy:1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits,additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages,during the booking process, in the fine print, and/or in the confirmation email ticket (if applicable).5.4. Payment (A8.1 of the Terms)5 For some products/services, the Service Provider will require an Upfront payment and/or a payment taken during your Travel Experience.If we organise your payment, we (or, in some cases, our affiliate) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the 'due and payable' price.If the Service Provider charges You, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit cardis charged when you book, or You pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to You in the booking process.5.5. Misleading information5.5.1. Since You entered into a direct legal relationship with the Service Provider, the Claim should have been addressed against the Service Provider.5.5.2. To the extent that the information in respect of the Service Provider is (or was)misleading, the Service Provider is responsible and liable for such inaccurate,untrue and misleading information.Clause A4.1-3 of the Terms clearly state that the Service Providers are responsible for the information on the Platform since they provide Booking.comwith the relevant information.We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.Our Platform is not a recommendation or endor*****t of any Service Provider or its products, services, facilities, vehicles, etc.We're not a party to the terms between You and the Service Provider. The Service Provider is solely responsible for the Travel Experience.6. CONCLUSION6.1. We fully and explicitly deny liability and disagree and reject the Claim and any claimed amount for the reasons set out above. 6.2. To the extent the Claim is considered valid, We kindly refer You to the Service provider.7. FURTHER COMMUNICATION7.1. All further correspondence, notices or communications in respect of the Claim should be addressed to the Service Provider.7.2. All (future) correspondence, notices, communications, documents in respect Of platform, any formal notices (e.g. writ of summons) must be directly sent to:Customer RelationsBooking.com B.V.Oosterdokskade *** DL Amsterdam the Netherlands in accordance with the appropriate and relevant mandatory service requirements.7.3. For the avoidance of doubt and as explicitly set out in the Legal notice on the Platform please note that:(i) Booking.com does not accept nor assume any domicile at any place,location or office in the world (also not at the office of its Support Companies), other than its registered office in Amsterdam, and(ii) the Support Companies do not operate and are not authorised to act as any form of process or service agent of Booking.com.7.4. Finally, please note that the above is not an exhaustive summary of our position,rights, defence, claims and evidence. Please consider this a preliminaryresponse.I hope (and trust) that I have informed You sufficiently.If You have any further questions or comments regarding the above, please do not hesitate to contact us."
The company's treatment of customer complaints is both unprofessional and deeply concerning. The dismissive attitude and failure to address legitimate concerns demonstrate a lack of customer care and basic professional standards.
NV
Netashia V's updateReviewer Update
04 Jun 2026, 13:49I reject Booking.com's assertion that no supporting evidence was provided.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions • Dirty bedding, floors, bathroom facilities, refrigerator, and microwave • Damaged and broken fixtures • Safety concerns rendering the accommodation unsuitable for occupation • Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions • Dirty bedding, floors, bathroom facilities, refrigerator, and microwave • Damaged and broken fixtures • Safety concerns rendering the accommodation unsuitable for occupation • Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
NV
Netashia V's update04 Jun 2026, 13:49
Reviewer Update
I reject Booking.com's assertion that no supporting evidence was provided.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions • Dirty bedding, floors, bathroom facilities, refrigerator, and microwave • Damaged and broken fixtures • Safety concerns rendering the accommodation unsuitable for occupation • Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions • Dirty bedding, floors, bathroom facilities, refrigerator, and microwave • Damaged and broken fixtures • Safety concerns rendering the accommodation unsuitable for occupation • Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
NV
Netashia V's updateReviewer Update
04 Jun 2026, 13:51I reject Booking.com's assertion that no supporting evidence was provided.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions
• Dirty bedding, floors, bathroom facilities, refrigerator, and microwave
• Damaged and broken fixtures
• Safety concerns rendering the accommodation unsuitable for occupation
• Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions
• Dirty bedding, floors, bathroom facilities, refrigerator, and microwave
• Damaged and broken fixtures
• Safety concerns rendering the accommodation unsuitable for occupation
• Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
NV
Netashia V's update04 Jun 2026, 13:51
Reviewer Update
I reject Booking.com's assertion that no supporting evidence was provided.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions
• Dirty bedding, floors, bathroom facilities, refrigerator, and microwave
• Damaged and broken fixtures
• Safety concerns rendering the accommodation unsuitable for occupation
• Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.
The concerns regarding the accommodation were reported immediately upon arrival, on the same day that I checked in. At that time, I submitted photographs, videos, and written communication clearly documenting the condition of the property, including but not limited to:
• Unclean and unhygienic conditions
• Dirty bedding, floors, bathroom facilities, refrigerator, and microwave
• Damaged and broken fixtures
• Safety concerns rendering the accommodation unsuitable for occupation
• Material differences between the accommodation advertised and the accommodation provided
It is therefore factually incorrect to state that no evidence was supp****. Evidence was provided promptly and within a reasonable time after discovering the defects.
While Booking.com seeks to rely on its position as an intermediary, it cannot completely distance itself from consumer protection obligations where accommodation is marketed, promoted, and booked through its platform. Consumers rely on the accuracy of information displayed on the platform when making booking decisions.
Furthermore, despite being informed of the defects immediately, no meaningful assistance was provided to resolve the situation. I was forced to secure alternative accommodation at my own expense, resulting in additional financial loss and inconvenience.
I further wish to place on record that I did not stay overnight at the property and did not utilize the accommodation for the booked period. Due to the unacceptable, unsafe, and unhygienic conditions encountered upon arrival, I was forced to leave the premises and secure alternative accommodation at my own expense.
The accommodation was not reasonably fit for its intended purpose and I was deprived of the benefit of the service for which I paid. It is therefore unreasonable for the accommodation provider to retain payment for services that could not be utilized as a direct result of the property's condition.
The fact that I vacated the premises immediately after discovering these defects demonstrates the seriousness of the issues reported and supports my claim that the accommodation was unsuitable for occupation.
The offer of travel credit amounting to R202.50 does not adequately compensate for the losses incurred nor does it address the seriousness of the complaint.
I maintain that the accommodation provided was not of acceptable quality, was not as advertised, and was not reasonably fit for its intended purpose. I therefore continue to seek a full refund of R2,250 together with consideration of the additional costs incurred as a direct consequence of having to obtain alternative accommodation.
Should this matter remain unresolved, I reserve all rights to pursue the complaint through the appropriate consumer protection and dispute resolution channels and to rely on the evidence already submitted.