Shocking Experience – Booking.com Failed to Protect Us

We booked a property through Booking.com that turned out to be completely misrepresented, uninhabitable, unsafe, and filthy. There were no curtains in bedrooms or bathrooms, broken toilet cisterns, hazardous exposed wiring, and a general lack of cleanliness. We were forced to leave after just one night and find alternative accommodation at our own cost.

Despite immediately raising the issue and providing photographic evidence, Booking.com released the full payment to the host during the dispute. For over six weeks, we’ve been passed between teams, with minimal feedback and no real accountability. They eventually offered a token refund, which doesn't begin to cover the loss or distress caused.

Booking.com failed to vet the property, failed to act when we reported the issue, and failed to support us as paying customers. Extremely disappointing and unacceptable.