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Hi, hope you're all well.
So we booked a flat in Southampton for 2 nights to take our toddler to see Peppa Pig, my wife's parents also came with us. Property looked nice on booking,com and we've never had a problem booking with them, until now..
First off, we used my booking,com account and paid on my wife's credit card, so not sure if that will be a problem..
When we arrived, the entrance went underneath the building where a community of homeless people were living, there were mattresses and litter strewn everywhere. I have every empathy for people in this situation and have always done what I can to help, just that this was not a pace to take a you ng child and her grandparents. When we went inside the flat, it was awful! The communal entrance was mouldy, litter all over the floor, paint flaking off the walls etc. When we got inside the flat it wasn't much better. Floorboards coming apart, sofa covered in stains, cooker was rusty, kitchen units mould damaged & generally in very poor condition. The front door had clearly been kicked in at some point previously and the lock/latch has been very badly repaired. The people living in the car park were having a big fight, we could hear all the shouting and swearing right outside our window. I took some photos & videos and we just left.
I called the host who just said there are homeless people in London too and if we didn't like it, we could pay to park in the hotel across the road, told us he had professional cleaners clean the flat before we arrived.
So the first problem we have:- We made the complaint to booking,com. They just don't respond at all, they will answer the phone eventually and they told me they received all the photos I sent them in their chat and will send a formal complaint to the host, but the last communication was on 14th August, they have not contacted me at all. Their dispute email form doesn't even confirm that your message has been sent and you get no acknowledgement either on their site or by email. They did confirm receipt over the phone tho.
Secondly, my wife called to confirm our arrival whilst I was driving. He told her we had to check-in via the link on booking,com before he could let us have the keysafe code. On clicking that link, she had to pay a £100 deposit ad upload ID. That link went to the host's own website, needless to say we never got that back either.
Can we do S.75 claim for all of this? Not sure where to go from here..
So we booked a flat in Southampton for 2 nights to take our toddler to see Peppa Pig, my wife's parents also came with us. Property looked nice on booking,com and we've never had a problem booking with them, until now..
First off, we used my booking,com account and paid on my wife's credit card, so not sure if that will be a problem..
When we arrived, the entrance went underneath the building where a community of homeless people were living, there were mattresses and litter strewn everywhere. I have every empathy for people in this situation and have always done what I can to help, just that this was not a pace to take a you ng child and her grandparents. When we went inside the flat, it was awful! The communal entrance was mouldy, litter all over the floor, paint flaking off the walls etc. When we got inside the flat it wasn't much better. Floorboards coming apart, sofa covered in stains, cooker was rusty, kitchen units mould damaged & generally in very poor condition. The front door had clearly been kicked in at some point previously and the lock/latch has been very badly repaired. The people living in the car park were having a big fight, we could hear all the shouting and swearing right outside our window. I took some photos & videos and we just left.
I called the host who just said there are homeless people in London too and if we didn't like it, we could pay to park in the hotel across the road, told us he had professional cleaners clean the flat before we arrived.
So the first problem we have:- We made the complaint to booking,com. They just don't respond at all, they will answer the phone eventually and they told me they received all the photos I sent them in their chat and will send a formal complaint to the host, but the last communication was on 14th August, they have not contacted me at all. Their dispute email form doesn't even confirm that your message has been sent and you get no acknowledgement either on their site or by email. They did confirm receipt over the phone tho.
Secondly, my wife called to confirm our arrival whilst I was driving. He told her we had to check-in via the link on booking,com before he could let us have the keysafe code. On clicking that link, she had to pay a £100 deposit ad upload ID. That link went to the host's own website, needless to say we never got that back either.
Can we do S.75 claim for all of this? Not sure where to go from here..
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