Dishonest hosts backed by Booking.com

So, we were looking for accommodation in South Africa, Pretoria to stay for a week to visit our family after 6+ years not seeing them. Our main criteria for booking any accommodation is that the accommodation should have air conditioning. So while I was searching for this criteria, as a main filter, I discover a place call Mooikloof Mews with solar backup. It made mention of air conditioning and under facilities it has the box ticked by air conditioning. I went ahead and made the booking and pay in full. When we arrived on the 30 December 2023 to book in, firstly the owner was not there to do the check in, and left me a tel no to dial for the key pick up. I phone the number and a 3rd party advise me that they will leave the key under the door mat. Not very business like doing it this way, but if they are happy with their service I though, what the heck. Secondly, we arrive at place and start unpacking our vehicle after being on the road for a long time. When we were done unpacking the vehicle we was taking a break and when we wanted to switch on the air conditioning, as mentioned in the ad, there were none, only a fan.

We immediately phoned the owner, but she was not available to take our calls as she was travelling and we had to take it up with the 3rd party to assist us. We called the 3rd party, and they mentioned that they only have a fan as air conditioning. We insisted that we cannot stay there if their is not an air conditioner, as mentioned in the ad, and requested a refund. Needles to say, the owner then send a voice note stating that the add say that it is airconditioned by fan. Again, nowhere in the ad is mentioned a fan.

The owner refused a refund and refused to communicate with us further. We then contacted Booking.com who was the platform we use to book the accommodation and who took payment from our credit card. They just said that we have to take is up with the accommodation owner and they cannot do anything.

We then send an email to the CEO and other parties and insisted on a refund as we did not stay at the place but paid for a week worth of misrepresented accommodation. What did Booking.com do, send us a 20% refund as a token of faith and apologize for the inconvenience.

This is totally unacceptable and with this behavior Booking.com condone their host to continue with being dishonest and advertise accommodation facilities that is not true and get away with it.

We are not happy with what happened and we will not accept only 20% deposit. We will continue to fight to get full refund and in the process, we will continue to leave bad reviews at any and all platforms that allow us to do so.

DO NOT USE BOOKING.COM BECAUSE THEY ENDORSE HOSTS TO BE DISHONEST AND TAKE THEIR SIDE WHEN THERE ARE COMPLAINTS.