My complaint:
My weekend from HELL
I had booked a twin room at the Amphitheater backpackers lodge and payed in full on 03-08-2021 (5 days prior to my check in) for the long weekend.
Before I took the 5 hour journey I phoned amphitheater backpackers lodge to my booking and it was ed at 11AM.
After the 5 hour journey we finally arrived, when we checked in there was no information of our accommodation and they where fully booked.
When I requested to speak to the manager the owner of amphitheater backpackers lodge came down and was extremely hostile towards me and my girlfriend shouting at us in front of all the guests.
She told me that she had no idea of my booking and did not want to look at any of the proof I had.
Her EXACT words to me was booking.com is the worst service provider and that nobody should use them because this happens on a regular basis using booking. Com and that she never knows when booking. Com will pay her.
She kept on shifting the blame to booking.com and became more hostile toward me when I asked her about my ation call I made to her at 11AM the same day.
She told me that I will not get a refund for my booking of the twin room and told me that she has a tent that me and my girlfriend can live in.
When I told her that I did not want to stay in a tent she started to insult me in front of all the guests and raising her voice using vulgar language becoming more aggressive towards me and my girlfriend.
How can this be acceptable if
1) Booked and payed my accommodation 5 days in advance
2)Phoned amphitheater backpackers lodge to my accommodation before I departed at 11AM
All I wanted was to have a nice long weekend away, instead I drove 11 hours and almost 1000km to have my whole weekend ruined.
I was under constant stress because of curfew and had to travel all the way back home.
This has been a traumatic experience for me, to get to your destination and to be verbally attacked infront of all the guests is completely unprofessional! And to shift the blame to booking.com and bad mouthing a service provider that aids your business is completely unacceptable.
I am still honestly in shock! Thank you booking. Com and amphitheater backpackers lodge for ruining my long weekend.
I would love to escalate this to the highest level. as I have been on hold for over 20min on booking.com’s customer service call center and when I tried to contact them when this happened there was no response and still been awaiting response.
Suggested solution:
I want feedback on my complaint, and I want a full refund and compensation for all my travel costs, as I traveled approximately 900KM
