My Booking.com apartment looked NOTHING like the photos but it won’t refund my £260
Q)I’M struggling to get a refund for a studio apartment I booked for £265 that was totally different to what was advertised.
I booked the apartment in Ruislip for two nights earlier this year as it looked bright and clean.
But when I arrived it looked absolutely nothing like the photos and was filthy.
The garden displayed online was large and green, but in reality it was a tiny stone courtyard.
I tried to complain to Booking.com but they said they would just credit me £31 as a “gesture of goodwill”.
Can you help get my money back?
Andrew Brinicombe, via email
A)YOU booked what looked like a gorgeous apartment with a large green outdoor space – but what you found when you arrived was completely different.
The photographs listed online were of a different property entirely, and in reality the flat was so dirty you didn’t feel you could stay.
You immediately complained to Booking.com and said the listing was falsely advertised and you provided comparable photos of each room and the garden as proof.
But Booking.com said that in line with its internal policies, it could only compensate you £31 as a gesture of goodwill and it closed your claim.
You then tried to take it up with the property owners, but they said that if you had such high expectations you should have booked a five star hotel and rejected your claim.
You’re now down £234 for an apartment you didn’t stay in and feel really let down.
Booking accommodation that turns out not to be as clean as expected is one thing.
But in your case, the accommodation was clearly not the property advertised online, so I was surprised you had trouble getting a refund,
Thankfully, after I asked Booking.com to reopen your case, it agreed to provide a full refund for your stay and is investigating the property.
A spokesperson for the business said: “Our overarching aim is to always facilitate smooth and enjoyable travel experiences, so we are disappointed to hear about the customer’s experience and can confirm a full refund has been processed as a goodwill gesture.
“While the property has the responsibility to ensure stays meet expectations, we are looking into this case further and will take action as needed.”
Squeeze team total: £201,634
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