My complaint:
I am writing to you to raise an issue which occurred 09/0//2023, regarding a booking via Booking.com.
The issue that I have experienced was:
I made a booking through Booking.com in July 2023 for a property called Ashdown- By Luke Stays for my elderly parents to stay 9th September to 16th September. Luke Stays contacted on 22nd August to advise that the property was undergoing renovation and had an alternative property they could offer us in the area.
I looked to see if we could get a different property for the price point and location, but nothing was available as it was too short notice. We accepted the alternative based on a link they sent with pictures attached.
The first issue was that Luke Stays initially would not allow us to check in because Booking.com had not transferred the payment for the property. I ended up calling each and going between both companies to get this resolved which was no ideal after 7 hours of travel.
When we finally got to the property the we found that although the pictures where of the same as the property, they were outdated pictures. The standard of the property was appalling!
1. Access was via a filthy back alley, leading to steep slippery stairs which were not suitable for my elderly parents
2. The entrance to the property was filthy
3. The fridge stank
4. The TV was not connected to any satellite
5. The property had no hot water
The property was also very tired and dated and did not meet the standard we expected based on the original property we booked which was Ashdown.
We stayed 1 night and had to book alternative accommodation after contacting Booking.com and Luke Stays and neither offered a suitable resolution.
We took pictures of the property and sent them to Booking.com who agreed it did not meet the standard. I have had several calls with Booking.com as I booked this through them and I am their customer and they have been extremely unhelpful.
We would like a refund for the booking as had to go and book alternative accommodation because the property was appalling standard.
Booking.com did requested a refund but as Luke Stays refused, so Booking.com are not going to do anything further and leaving the matter at that!
This unacceptable as Booking.com have a duty of care to first ensure properties offered on their site are of a suitable standard/ or as advertised correctly and also ensure that their customer is looked after. I have been offered £63 in good will which I have advised is unacceptable as I had to spend 10 times that in order to book alternative accommodation. I do not feel this is an unreasonable request as I believe the Luke Stays were aware that the property Ashdown was not available before I made my booking and have scammed us into accepting a worse property that they where unlikely to get any books for. It is appalling that Booking.com will allow them to do this!
Suggested solution:
When we are refunded for the property that was unacceptable
