Booking.com complaint: False advertising in booking.com website

Booking Reference number – May 29th to May 30th – 3738519110 – The Arches,OIA
Booking Reference number – May 27th to May 29th – 2702087362– The Arches,OIA

Dear Sir,

I am writing to express my strong dissatisfaction with the hotel which I booked through booking.com, unfortunately chose to spend my honeymoon vacation here.

To begin with, my wife and I had booked a room for three nights from Friday 27 May until Sunday 30 May. When we checked-in we found out that the hotel is totally a waste of money. The most unfortunate event was the view of the room. There was a mention of 360-degree caldera view from the hotel, which is why we booked this hotel in the first place; nothing like the idyllic view of the caldera advertised on your website the view is all blocked by other properties. The room is not cleaned, dirty floors and there are bugs everywhere in the room and in Jacuzzi too. We felt we have been robbed by seeing the hotel room which has no view as it is shown in the pictures and it is so dark without any ventilation, no pool – we were asked to go to another property for pool and walk 5 min to another restaurant for breakfast only after 9am. The breakfast place wasn’t even totally open when we arrived – there is only breadcerealegg option for breakfast. No ventilation or exhaust in the bathroom which kept stinking throughout. To make matters worse, throughout the three-day period we had no replacement for our bed sheets and towels despite our asking for it after the second day. The staff was so rude and dis-respectful to us since we checked-in.

We can only depend on the pictures displayed and the information provided on your website when we are travelling to another country (Greece) from the states.

When we first learned of this problem, I contacted booking.com immediately to request cancellation of another reservation to the same hotel. I was continuously on chats with the customer service agents at your company and was told that they sent emails to the property owner but the receptionist informed they have not received anything from booking.com and they cannot do anything. They asked us to contact booking.com which I have been doing but no one could help us about our problem and we were forced to stay unwilling feeling helpless and spoiling our vacation.

Below are the agents we spoke with:
Michael Angelo G – May 27th 9:21 am
Sheila Marie A – May 27th 3:54 pm
Hector P – May 28th 4.54 pm
Hector was so rude and he hung up the chat on us – we totally lost hope with the service.

I believe that this response is unfair from booking.com. It is more than obvious that our honeymoon was spoilt due to your false advertising promises.