Unsafe Property, False Advertising, and Poor Service from Booking.com

I’ve been trying for more than a week to get Booking.com to take responsibility for an unsafe and unhygienic property they continue to advertise. The photos on their website are a complete misrepresentation of what guests actually experience. I provided them with over 15 photos and video clips showing the poor and unhealthy conditions.

Their so-called “solution” was to refund me only AED 87.50, which is unacceptable given the situation. I’ve called several times, yet the property remains listed on their site. Even worse, my review was never published, and I’ve noticed there are no real reviews on that property—only ratings, which raises serious concerns about transparency and credibility on their platform.

When I asked to speak to a supervisor and informed the agent I would also be recording the call (as they were), the operator disconnected the line. Completely unprofessional.

I have already laid a formal complaint with the Department of Economy and Tourism in the UAE, as this experience shows a serious lack of accountability and consumer protection from Booking.com.

All I ask is that Booking.com:

Issues a full refund,

Removes or reviews this unsafe property, and

Publishes genuine guest reviews to protect future customers.

This experience has caused unnecessary stress, financial loss, and a total loss of trust in Booking.com’s platform.