Booking.com complaint: Hotel declined ed reservation. Sent me to a closed hotel at midnight.

The hotel is ignoring my complaint, so I will forward it to PROFECO, QRoo tourism authorities, Solidaridad municipal authorities regarding the closed hotel used by BFH for overbooking errors.

Nov. 19, 2022

I booked a room at BFH Attraction Calle 6 Norte on Nov 18 (reservation no: 3715218114). Upon arrival BFH advised that the ed reservation had been cancelled (without notice)because I arrived at 11:45p.m. I was informed by the front desk that my reservation was switched to a hotel called Beach Energy.
When I booked BFH, I advised the hotel that I would be arriving between 11 p.m. and midnight.
The BFH clerk gave me an address to the other hotel. It could not be found as I walked up and down 5th Avenue. A police officer patrolling the block on foot said he had never heard of a hotel called Beach Energy. A worker in the street pointed to a unmarked door and advised that I should knock on it. A sign above the door read Clausurado (definition in English is “closed,” or “unfit for habitation.”) I continued to look for the hotel on the block and in desperation knocked on the wooden door of the closed building. A woman answered and advised this closed building was the “substitute” hotel. Since it was approaching 1 a.m., I took room no. 25. The AC was inoperable, the room smelled of mold but I had no other choice.
I was billed $92.76 to something called Beach Energy on my Barclay’s Mastercard credit card.
Trip Advisor gives BFH Attraction Hotel Deluxe 3 ½ stars. Before it was declared closed, Beach Energy had 3 stars. Given its current state of disrepair, it probably wouldn’t be listed.
BFH failed to perform on its reservation. It gave deceptive information and poor directions to the “alternate” hotel. I am requesting a 50% reimbursement of the charges. If denied, I reserve the right to pursue other remedies.

William Douthat
[email protected]