Booking.com
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I had a very disappointing experience…
I had a very disappointing experience with Booking.com when an accommodation turned out to be unhygienic and unfit to stay in. Upon arrival, the property was clearly not properly cleaned. There was hair in multiple places, dried residue on kitchen doors, and the floors were extremely dirty. To demonstrate this, I wiped the floor with a clean towel in front of staff; the towel turned black. I documented everything and provided photos proactively to Booking.com. Because of these hygiene issues and the lack of cooperation from the property, we left early. We only requested a refund for the one unused night, to be reasonable. Booking.com refused, stating that the property had already received the funds and that they could not intervene without the property’s approval. The only “solution” offered was a small goodwill (15% of the actual cost for 1 night) travel credit, which does not address the fact that we paid for accommodation that was not reasonably usable. Referring customers back to an uncooperative property is not meaningful support. Based on this experience, Booking.com does not adequately protect guests when basic cleanliness standards are not met.