Booking

Subject: Urgent Legal Complaint: Demand for Full Reimbursement Due to Unacceptable Conditions and Negligence

Dear Booking.com Support,

I am writing to express my profound disappointment and frustration regarding my recent stay at Good Hotels Downtown Denver, booked through your platform (Confirmation: 469959****, PIN: 2405). Despite numerous attempts to resolve the issues directly with the hotel, I have been met with negligence, unprofessional behavior, and outright refusal to take responsibility for the unacceptable conditions of my stay.

I now seek your intervention to ensure I receive a full reimbursement and proper acknowledgment of the distress I have endured.

Here is a detailed account of the events:

June 11, 2024Check-in: I arrived at the hotel with heavy international luggage, weighing approximately 60 kg, which I had to carry up three floors despite requesting a room change due to my back pains.AC Malfunction: Upon entering Room 301 around 4-5 PM, I immediately noticed the malfunctioning AC, which was expelling heat into the room, making it unbearably hot.Keypad Issue: The door lock keypad was unresponsive (due to a low battery), a detail I reported upon check-in.Safety Concerns: The poor functionality of the lock made me fear for my safety and the security of my expansive belongings. Despite the hotels assurance of CCTV coverage, I felt unsafe leaving the room. How CCTV will help if they will be gone or I will get harmed? this is ridiculous.Electricity Issues: At around 10:40 PM, while using the coffee machine, an electrical issue caused the kitchen area to lose power, affecting the fridge, microwave, and TV.

This left me without basic amenities. I have been sent to the second floor 3 times to try to fix it myself which put me in danger because I am not an electrician and this is definitely not my responsibility during my visit at the hotel and it.

June 12, 2024Morning: The AC and keypad issues persisted, and I reported them immediately to the hotel staff.Electricity Problems: The electricity issues continued, affecting the fridge, microwave, and TV. I had to dispose of $40 worth of food due to the non-functioning fridge.Toilet Malfunction: The toilet tank was not refilling properly, requiring manual refilling each time I used the restroom. Their responses were irrelevant, like when I mentioned the toilet tank malfunction, they responded about not throwing tissue into the toilet.

Its just ignorance, but its evident theyre trying to avoid responsibility.Safety Issue: The locks poor functionality forced me to remain in the room, as I felt unsafe leaving my belongings unattended.Late Service: Despite promises of prompt repair in the morning, no one arrived until after 3 PM. Even then, the issues were not fully resolved until 8 PM, leaving me trapped in a boiling hot room for over 24 hours. After that was the first time I could leave the room, leaving me with 2 hours to see the city and all my meetings have been canceled as a result, which hurt my stay and job opportunity. Upon returning, I discovered the keypad lock indicating a low battery, confirming my initial report of its unresponsiveness.

This problem persisted despite my earlier notification.

June 13, 2024Morning: The AC and electricity issues along with the toilet malfunction finally fixed, but I needed to leave. Although I asked the manager to call me, no one did.Departure: I left the room at 10:50 AM, documenting its condition with a video. I paid for services I did not get, and for that, I wont stay silent.

Additional Notes:Throughout my stay, I did not have access to basic needs such as a functioning AC, electricity, a safe lock, or a proper toilet. I was forced to manually fill the toilet tank, exacerbating my discomfort.The hotels response regarding CCTV coverage is absurd.

How could CCTV possibly protect me if someone with malicious intent were to break in or harm me? This justification is illogical and does not address the genuine safety concerns I raised.I consulted with my legal team and am prepared to take this matter to court. The hotels negligence and false accusations have caused me significant distress and harm to my reputation. I have substantial evidence, including videos and photos, to support my claims.As an Israeli citizen on a governmental position, and in this time of war and rising anti-Semitism, safety, and the safety of any guest must come above all.

The promised morning service repair on June 12 was delayed until after 3 PM, a breach of their own timeframe commitment.

They did everything wrong by the book, and the room was not in a place of accommodation; this is literally stealing.

Given the urgency of this matter, I request immediate intervention from Booking.com.

I demand a full reimbursement for my stay and compensation for the severe inconvenience and distress I have suffered. Please have a manager to review this case ASAP.

Please contact me directly at +1 (30*) ***-****.

Thank you for your prompt attention to this matter.

Barak Levy

Grove 06 10 minutes from the beach

I had a deeply disappointing experience at this property. Upon arrival in Unit 9, exhausted, we took a nap after texting the propertys customer service about the situation.

When we woke up, we found that our daughter had a bug bite on her finger. Initially, we didnt think much of it, but the next day, her finger became swollen and red, spreading up her hand. We had to take her to the doctor, who prescribed antibiotics, and we spent 5 hours at the hospital over two visits. We also had to return to the unit multiple times to administer her medication, as it required refrigeration.

The unit itself was in terrible condition: uncleaned floors, stained towels, and dirty bedsheets with hair on them.

My socks turned black after just a few minutes of walking inside. The host sent a lady to clean the unit while I was present and needed to rest.

After repeated requests for a refund, the host offered a new unit (Unit 6) the following day. However, the air conditioning in that unit was faulty, and I had to wait until 7:00 PM to access it. When I finally did, the floor was dirty, the shower lacked curtains, and the door lock malfunctioned.

On our last day, the lock battery died, leaving us stranded for 45 minutes after swimming, waiting for a replacement.

To make matters worse, the host promised a partial refund only if I wrote a positive review, which I did to recover some money.

Attempts to get a refund through Booking.com were in vain, as they directed me to resolve the issue with the property, which was impossible.

The experience was not only inconvenient but also unsafe, especially for our daughter. I strongly advise against staying at this property.

On the1st September 2024 my daughter and her friend booked accommodation in Lisbon, Portugal paying Booking.com and not the property owner.

My daughter and her friend found the accommodation was infested with bed bugs and had to leave and find a hotel very late at night - which wasn't easy for two young women alone in an unfamiliar city.

They could not stay in the accommodation for obvious health risks.

Both the owner and booking.com were informed immediately and time and date stamped photos of the bugs taken on her phone were sent.

Both the owner and booking.com representatives promised a full refund within 24 hours - this has never happened - booking.com have said as the owner disputes that bed bugs were in the property and my daughter and her friend left the property voluntarily, booking.com won't refund the booking fees !

Throughout booking.com have been evasive, regardless of the time or day that my daughter phoned there was never a supervisor available to speak to her !

Booking.com sent her 35 Euros as a gesture of good will but refuse to refund the full cost of the booking

Her only option now is to try and make a claim in the UK Small Claims court against booking.com.

She has written several emails to booking.com customer service and is yet to receive a reply!

I suggest that if you are traveling to Old Orchard Beach, you DO NOT stay at Marvin Gardens. I'm absolutely appalled by how disgusting this place is.

I was returned a mere 25% of my stay. Booking.com claimed they would reimburse the rest, but they didn't. My neighbor lodged a complaint, but they did nothing because it's a budget room and the shower handle fell off. There was literally a 1-inch gap in the door through which you could see outside.

The fan over the bed was so filthy that dirt was falling onto the bed. The bedding was covered in grime, there was mold everywhere, and I only received 25% of my stay back because we had stayed the night. I had no other choice as no other hotels were available at that time.

This place needs to be shut down! Attached are photos below- feel free to share.

Someone from booking.com needs to call me. We drove from Central Florida to attend a Homegoing Service for the patriarch in our family! I have provided booking.com with the documentation provided to us for the room that they refused to reimburse. They listed it as a no show. We received the check-in documents, but we refused to stay in the ghetto and at this deplorable, ill-represented facility with street walkers galore (oldest profession in the world). I want my money back as this facility couldn't pay me to stay an hour!

James,

From the desk of James I. Evans, Jr., MS, MBA.

On Wed, Jun 5, 2024, at 11:19 AM, Booking.com Messaging wrote: booking.com.

Confirmation number: 459529****.

You just got a new message from the Booking Assistant!

Customer Service said:

Hi James,

Thank you for your patience.

We are sorry to hear about your experience with Hawthorn Suites by Wyndham North Charleston. We understand that cleanliness is one of the qualities to consider when looking for a property to book, and we appreciate you sending us photos and a video of your complaint. This is not the experience that booking.com wants you to have.

Upon checking, we were able to forward your feedback to the property and also informed them of your request for a full refund. We were able to get in touch with them regarding your complaint, and we were informed that your reservation has been canceled and marked as a No Show.

You booked two rooms with the property, and they have canceled both rooms and refunded the King Studio Suite room. The second room was charged the No Show fee, but we were able to speak with Jackie from the front desk and asked if they could waive the fees for the second room so you can get your full refund. We were advised to contact their manager tomorrow for their management's decision, and we have also sent an email about the refund request on your behalf.

As of now, your refund of 109.57 USD has been processed, and you should receive this amount via the same payment method you used within 7 to 12 days, depending on your bank or location.

We are still negotiating with the property regarding your refund for the second room, and once we receive their response, we will definitely keep you updated.

We appreciate your understanding regarding this matter. If you need assistance with anything else, please feel free to contact us at any time.

Reservation Details

Guest name:

James Evans

Check-in:

Sun, Jun 2, 2024

Check-out:

Mon, Jun 3, 2024

Property Name:

Hawthorn Suites By Wyndham North Charleston

Booking Number:

459529****

Total guests:

6

Total rooms:

2

First, the hotel (Showboat) did not have running water. I understood I had to get my refund from Booking because I went through them as a third party.

The customer service number was difficult to find on the actual website. My husband had to Google the Booking customer service number.

The first call was at approximately 5:46 PM., and I spoke to James, who eventually hung up on me. The second call was at approximately 6:03 p.m. I talked to Laya, who I made aware of James hanging up the phone, and asked if she needed my number in case we disconnected.

She assured me I didn't, then hung up the phone.

Check-in time for Showboat was 4 p.m. We checked in and went to our room after 5 p.m. The water was not running. We tried again around 6 p.m., and the water was still off.

My husband and I checked out of the hotel, and now I'm waiting for my refund for the $150 Deposit security for damages and $112.00 from Booking. I would have given "Booking a higher rating had I not had two people hang up on me. A customer service representative named Ashley was rude to my husband, even given the situation.

There was obnoxious alarm testing in the lobby, which made it hard to hear the front desk at the hotel and my call with the Booking the first time. Unfortunately, my video is too long for the file.

I booked a room with a sea view for the period of 20th-30th October at the Ray hotel in Corfu in April. A few days ago, Booking.com informed me that I must cancel it due to double booking.

I didn't want to because it's expensive now. The hotel admitted that it was their mistake, informing me that they must close on the 28th. Booking.com closed my booking against my will. I was forced to book 8 more days for an additional 176.46.

Booking.com promised me a reimbursement and that the hotel would pay for my last two days. The hotel then canceled my booking. Now, neither Booking.com nor the Ray hotel are responding and we have already purchased airplane tickets and have nowhere to stay except expensive hotels. Is this how Booking.com conducts business?

It's shameful! We need help!

I have never had such difficulty working with a company. The main reason I booked my accommodation through Booking.com was to get the free taxi from the airport to my accommodation that was promised.

I did screenshot the offer, but the taxi department is declining my phone transfers and refuses to accept the picture of the offer. They are also refusing to email or chat with me. What kind of company refuses to talk to their customers? I have tried for two weeks to straighten this out and have been on the phone with someone in the accommodation department (not the taxi department) for a total of 5-6 hours, and no one has any answers.

If I wasn't going to another country, I wouldn't be half as upset as I am now, but I am going to a country that speaks another language.

This is unacceptable. I will NEVER use Booking.com again!