We booked a house for a trip to Nashville for 5 nights for over $2,000. When we got there the house was not that clean and there were ants everywhere in the kitchen. They had not emptied the dishwasher and there were ants climbing all over the dishes. There were also ants all over the silverware in the silverware drawer. We called and complained and were told it was up to the manager, not us to determine if there was a problem. The manager claimed they were there that day and were not aware of any ants, even though there were ant traps all over the counter when we arrived. The manager was going to come and take care if it the next day. We could not even cook food in the kitchen the first night. We never did hear directly from there manager but were told we would be given a 5% refund. We were at a dance competition the next day, but when we returned we could tell someone had sprayed the kitchen, but that was it, the silverware had not been cleaned and was still sitting there with crumbs all over it. The same dishes that the ants had been climbing over were still in the dishwasher and had not been cleaned! We had children with us so we had to book another hotel, even though we did not get a refund. I will tell everyone to stay away from booking.com!
I would have liked the manager to acknowledge there was a known problem and come over the first night to take care of it. I would have liked a refund.