Booking.com complaint: Unsatisfactory Accomodation Customer Service

I booked this hotel for business travel for the 31032023 – 01042023 and the 01042023 – 02042023 based on its reviews on booking.coms website.

Upon arrival 31032023 myself and colleague were both unable to connect across the 3 devices we both have (Smartphone, Tablet Laptop), some 6 devices in total. I attended reception to report the issue and was immediately informed that there was no issue with the internet and that it was an issue with all of our devices. I found this somewhat rude given that we have never had such issue before, we had just used the devices to book accomofation on someone elses wifi and I was able to connect to the hotel next door wifi, coupled with the fact I have worked in IT for over 25 years I was quite annoyed with the attitude given.

I contacted Booking.com customer services who contacted the property, the router was reset and hey presto the internet suddenly worked.

We performed our work that evening under the dimist of light sat on a bed as our room had a desk but no chair , our room nor any others in the hotel have ceiling lights and only 2 small lamps either side of the bed with yellow lighting bulbs, of which only one worked in any case and then tried to go to sleep.

Sleeping was almost impossible due to the thin bedsheets and duvets provided, as people that have been in Spain for a long time and not here on Holiday we find the weather right now to still be quite cold in the evenings, whilst heating via aircon is available it is not soemthing we would enjoy to have on through the night. Coupled with the noise from people passing our window through the night, traffic and bin lorries we had an entirely uncomfortable night. The Twin beds providedI fell through the middle of despite the fact we had requested a double bed when submitting our booking.

The next morning 01042023 we informed the reception that we were staying an extra night and that of the problems we had experienced the night before and that we were disatisfied. The receptionist explained they would get another more suitable room ready and come and let me know when it was.

A cleaning lady then approached me and informed me I should have checked out at 12 o’cock and she needed to clean the room, I corrected her and explained that we were staying another night and that we were waiting on the new room keys from the receptionist, to which she informed me back that the receptionist had left. The cleaning lady then went about locating keys for another room and handed these over to me, I went to my room and immediately discovered that we had 2 twin beds again and no tv remote. Returning back downstairs and locating the cleaner again as there was no Manager or Receptionist now in the building I explained there must be a mistake, I specifically requested a double room. She made some phone calls and informed me that if I wanted a double bed I would have to pay more money to which I refused stating it had been put through on the booking on both days as this and the receptionist in the morning had agreed to this.

Eventually I was given another set of keys to another room, this did have a double bed but was a tiny box of a room again with poor lighting and the same thin bedding, no natural light or ventilation.

At this point I was frustrated and need to be working so I opted to leave the hotel go to a barrestaurant where I could sit in a seat, use wifi and have a desk. I contacted Booking.com customer service again to explain the problems, the lady tried to help by attemoting to call the property on both numbers registered but they were unreachable just as they were for me in the hotel, they had gone home for the day!

I explained that the hotel was not fit for business visitors and my reasons why, that I did not wish to remain there and wanted alternative accomodation. This was escalated to a supervisor who told me he could do nothing as they could not contact the hotel. This upset me a lot as surely the hotel in your terms and conditions agree to be contactable to handle issues and complaints. Eventually an email respnse was recieved from the hotel stating that theyw ould not compensate me for the inconvience and bad experience they had caused me and I was told to either book somewhere else at my own cost or I would have to stay at this hotel.

This entire experience has cost me hours in lost work handling the issue and trying to reach the hotel management or reception aswell as time on hold with customer services. I am extremely disatisifed with 1 the hotel and 2 the support given by booking.com.

I am a Genius 3 Booking.com member that had stacked up probably into the hundreds of stays in hotels back to back for around the last 9 months I have been travelling for work and not once before have I ever had to complain.