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.