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Booking.com complaint: Complaint about misleading information of their partner hotel trapping us

Open 167 views Hotels / Motels

Filed 10 Nov 2021 by Bhawna

I made a reservation for OYO Hotel East Hanover NJ-10 through booking.com. Called them multiple times to inform them that I was traveling with a 9-month-old baby. We need a microwave and fridge in the room for the baby food. The hotel description mentioned the same facility, but I did this to make sure they had it.
Since the property was not answering, I had to call booking.com. They ensured the property would arrange everything. We reached the hotel late due to a flight delay. Upon reaching the hotel, staff denied it, and after showing her emails, she was in denial mode. We went to the room, and it was a complete mess. Filthy rooms. Gross Carpets and Smoke smell in all the rooms, rude customer officer(Nikki) suffice the hotel. Google reviews also talk about the same. I wish I had read it before booking the rooms. I have contacted Oyo property and Booking.com, but no resolution. Booking.com is offering me 10% credit as a goodwill gesture for nest booking. They still didn’t remove the hotel from the listing after my multiple complaints. It means they are fooling customers as the information on the website is posted by the property by editing it. We are paying a considerable amount for the shitty service.
Booking.com is not taking ownership of what has happened. This property is not for babies as they are letting you stay in dirty rooms. I wish I could upload all the pics and video of the hotel

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