Poor backup from Booking.com

Be careful if you are thinking of booking at Small World in Pietersburg! I was disappointed in Booking.com's handling of my problem and I was not able to write this directly in Small World's info in Booking.com.

I arrived at the building in Pietersburg at about 15h30 on the 23 September. I phoned the number I was given and I was put through to voice mail four/five times in about half an hour. I left my name and number. Nobody called back.

The building is a complex covered with ‘To Let’ signs. No Small World signs that I could see. I called a couple of the agents advertising on the building and they had not heard of Small World. I came to the conclusion that this operation was somewhat suspect.

I was asked to give 30 minutes’ notice of my arrival and I waited for just over an hour. It’s quite usual to phone the agent if they are not on the premises so I wasn’t initially worried. However, in my experience, you get a call straight back. Not so with Small World! My first call back was at 17.41, after two hours!

It was a long weekend and the first few places I booked were full so I was pleased to find something else. I left the site (no phone call from the owner) just after 16h30.

I followed up with Booking.com when I got back from my trip, requesting a full refund of the cost, plus the difference between what I paid them and what I paid for the alternative accommodation. I felt I should follow the usual route to get settlement before writing a review.

The reply came back to say that this is not their policy, so money down the drain. Now I’m even more suspicious!

I’ve never had an experience like this before – complete failure to communicate with a guest is an extraordinary way to conduct a business. If the service is like this BEFORE you move in, imagine what it might be like if you do move in!