Poor customer service/the lack thereof from booking.com

Did a booking at the Hide on Tindale bet 15th & 17th Dec on the booking.com site. • Informed the host an hour ahead that we will be arriving at the venue – no response • Arrived at the venue, surrounding area appeared ‘*****’ and ‘unsafe’. Completely taken aback that Booking.com actually had such a venue in such an area/location. • Pressed the buzzer to access the unit, no response. Hooted and then had to peer over the gate to get someone’s attention. People sitting around in the yard, beer bottles, inappropriately dressed, not a pleasant environment/surround for a family. • Gentleman was confused/uncertain about the booking. Called a lady from within the building who also was unsure of our booking. Said she will contact the host. Then says she doesn’t have airtime, if I could call the host. Very poor reception, eventually got through to the host. Tells the lady to take us to the other side, behind the main property, that is the room available for my family. All this time I am anxious, scared, nervous because of the unsavory environment, the people present, almost giving the impression of ‘shady’ affairs taking place at this venue ☹ I have a young daughter and I am already upset that no one knew of our booking/arrival, the host is not present, then it was a task to get a hold of her and the place has all the evidence of being unsafe and unkept. • We get to the unit and the layout/appearance is nothing as advertised on the Bookings.com website. The pictures could have been from a long time ago. The outside was untidy, the room walls had evidence of dampness and paint flaking, the bedding appeared as though it had not been changed and haphazardly placed after the last guests. The carpets were also stained, the bathroom had mildew and was most unclean and untidy. • I immediately informed the lady that I need to speak to the host and this is unacceptable. Yet again, she tells me that she has no airtime, and I need to contact the Host. There were 2 numbers, and we could get through to neither. • Eventually, I get hold of the Host and explained the situation, the disappointment of the poor standard of the accommodation, the concern of the dampness, given my child’s health conditions, as well as that the area and people present at the place at the moment has me concerned for the safety of myself and my family. She just said she was sorry and that was it. • I tried to contact Booking.com but to no avail. By now, I wanted to get out of the area to a safer, cleaner place so I had to leave. • I then had to make alternate arrangements for accommodation, at an added cost. • We were on this trip because my daughter had been selected by her province, KZN to partake in a National Championship which was held in Grahamstown from the 10th to the 14th December 2024. Due to financial constraints, friends and family as well as funding from her school, made this opportunity possible for her. As a treat this stayover in East London was included and unfortunately it didn’t materialize as planned due to this ‘horrific’ experience at The Hide on Tindale. • I have tried to resolve this amicably on numerous correspondence with Bookings.com on their page but to no avail. Correspondence dates: 18th Dec; 22nd Dec; 28th Dec; 30th Dec. Each time I receive a response that someone will get back to me in 24 hrs, but to date no resolve.

All I request is the full refund and only for what was paid for this booking given the financial strain incurred.

Very disappointing experience:(