Booking.com complaint: Badly misrepresented apartment

Confirmation Number – 3180441260
PIN – 4726

I am writing to offer feedback about a recent stay in an apartment advertised on your website. The booking ation is given above as a reference and the booking was for one night, check-in 23rd November, 2022.

I am sorry to say, but this has to be the single worst booking I have ever made with any agency. The description on your website is hugely inaccurate and is in no way beneficial to you as an organisation and goes directly against the ‘Integrity’ value you say you work to.

On arrival at the apartment, we called to owner to arrange entry only to be told OK. After 30 minutes we called again only to be told he was at home. He then informed us to enter the building and go to the third floor. There was no obvious entry point and we ended up in someone’s private space trying to find the way in. This resident told us to try the other side as there was a second door – this was the entrance. On finally arriving at the apartment, the owner was indeed at home – this was his home that we were about to stay in!!

Below, I have taken a copy of the text listing the details of the property directly from the Booking.com website for this accommodation. My comments are shown directly after each of your entries.

Facilities of غرفه مفروشة خاصه

Most popular facilities

Free Wi-Fi
Never mentioned or offered

Family rooms
Two bedrooms, the one we used had only one double bed – not set up for a family

Free parking
In the street, if there is space with all of the local residents also parking here

Non-smoking rooms
Correct

Bathroom
Dirty, no mirror above the sink, just rusty brackets, no toilet paper

Bath or shower
Dirty bath with shower head on the tap

Free toiletries
None – no soap, toothpaste, shower gel, or even toilet paper…..nothing

Bathrobe
None

Hairdryer
None

Bedroom
Two bedrooms, we were two males expected to share a double bed. Did not see the second bedroom as another guest was using it

Dressing room
None

Outdoors – Sit back and relax
Most of us call it ‘the street’. Could hardly – the owner of the apartment is living there!! He slept on the sofa as both bedrooms were in use

Outdoor furniture
Where – not on the one small balcony?

Terrace
None

Balcony
One very small one off the living room area

Kitchen – Freedom to eat when you want
Tiny and very unpleasant. Eat what you want if you dare. We were offered 5 small biscuits and neither of us could bring ourselves to eat them

Dining table
Being used as an office table

Coffee machine
None

Oven
Maybe, in the tiny kitchen, we didn’t see it

Tumble dryer
Again, maybe

Kitchenware
Maybe

Electric kettle
Again, maybe

Kitchen
Tiny, grubby and things everywhere

Washing machine
Either this OR a tuble dryer – no way was there space for both

Refrigerator
Probably – did not use the kitchen for health and safety reasons, so did not see it

Room Amenities – Extra comfort
…..in the form of what?

Clothes rack
One wardrobe, filled with the owners personal clothing and belongings

Carpeted
Some rugs on a ceramic tiled floor

Heating
None

Iron
Did not see one

Hot tub
Maybe a public one on the roof?

Outdoor View – Enjoy the view
View of the apartment block next door, and the residents in their apartments

Garden view
Maybe the plants on another balcony, no garden at this premises

View
As said above, of the residents in their apartments next door

Living Area – Space for everyone to be together
Shared with the owner, who was living in the apartment and sleeping on the sofa

Dining area
…. at the table being used as an office area

Fireplace
None

Desk
Owners personal space and work area

Media Technology – Fun for everyone under one roof
A small TV, and really, not a fun place to be for anyone!!

Flat-screen TV
None – one small portable TV in the lounge

Radio
There was one, don’t know if it worked

Food Drink
…..at your own peril – not a clean kitchen

TeaCoffee maker
None

Internet – WiFi is available in all areas and is free of charge.
Never made aware of it, and did not see a router in the apartment

Parking – Free private parking is possible on site (reservation is not needed).

Parking
Parking is in the street, if there is space, with all of the local residents also parking here. We were also questioned by another resident why we were parking outside the building.

Accessibility

Upper floors accessible by stairs only
Read the next point, below, from your website…..

Upper floors accessible by elevator
…..See – should have read this as well!! There was a tiny elevator in the building

Building characteristics

Private apartment in building
It was a private apartment, with the owner still living in it and renting out the bedrooms

Miscellaneous

Air conditioning
Not in the bedroom we stayed in. You need to cool down, open a window, and allow the mosquitos in

Family rooms
Two bedrooms, the one we used had only one double bed – not set up for a family. Also, a very small and cluttered kitchen and a dirty bathroom

Non-smoking rooms
Something that I am sure is correct

Languages spoken

Arabic
The owner is an Egyptian single male, Arabic is his native language

English
Very, VERY poor

As you can see, the property in real life is far from the description on your website. The sleeping arrangements we were met with meant that I ended up sleeping on the cold ceramic tiled floor for the night – is this really the level of service you are happy to accept in your bookings? While I recognise that I only paid a total price paid of $22.78, I have to add that I think we were over charged!!! This property really does need to be removed from your listings as it will damage your reputation in the long run. If we had travelled as three people like normal, the third one of our group being female would have literally turned and walked away from this booking. If the booking had been for two females, I am certain they would not have been comfy staying in an apartment where the owner, a single male, was also still present.

I welcome your response to this mail and respectfully ask that the price paid for the one night we endured is refunded.