Booking.com
Reviews and Complaints

This company is run by crooks. They are out to make money at all costs, even the customers. They do not care if they ruin your holiday or make you miserable. It seems like on of their goals. They stole funds from my account on 2 occasions. They claim I did not cancel my reservations on time and I did. they took the money out using my debit card no. but they do not have my password even. So how could they do it. I reported them to the bank and the money was refunded. They are disgusting and they stink . DO NOT USE THEM.

Dear Sir / Madam,

I am writing to you to raise an issue about booking.com

The issue that I have experienced was:

Hi, my names Amy. I stayed at no 2 longford street clovelly court derby on the 13th till 15th of september 2019

As soon as me and my partner got their we checked in using our smart code for the front door and the pin code for our room. and basically unpacked. Then unpacked and checked out the facilities. We noticed on the 1st floor landing the ceiling had been boarded up. You could see the light fitting had been put around the board for support. I looked at my partner and he said theirs a live wire in the ceiling that is very dangerous.

Then we contacted the host as we couldnt get the tvs to work so the normal channels like BBC 1 etc. Or even the netflix. The host told us how to work it.

In the afternoon the door bell went and it was some guests that were staying at the property they thought me and my partner were the hosts of the accomdation I said no. I said to them I couldnt let them in unless they had a booking here so they rang the host and I let them in. But before all this the guy was giving me abuse about getting his friend a chair to sit on and wasnt being very polite to me and my partner.

So that was a horrible situation to be in. Apparently they hadn't been giving the codes to the accomdation or even recieved an email about their stay with the relevant information. Even I had to contact the host for my booking pin codes for the door and the room pin to open our room once we got into the property.

Then on the friday night we get woke up by them at 12 midnight cause they couldnt get the smart lock code to work on the front door. Me and my partner were really tired and upset they had work us up. My partner let them into the property then come the morning they woke us up again at 6am banging around. Then come by 8am they were making their breakfast. We left the property about 11am we came back after going shopping and returned to the property about 1:30pm. I told my partner I was going to clean round as it was affecting my asthma and basically i suffer with it quite bad. I unplugged the tumble dyer which this was a health and safety risk the host had this tumble dyer lead all the way across the ground floor so anyone could go tripped over it. Once I'd unplugged the dyer lead I could see that this socket was broken my partner checked it out this was a health and safety risk not to mention the problems with the gas hob being left on by the other guests on the top floor. Then we discovered the kitchen ceiling was leaking this is straight about the top floor bathroom where the gas had been left on. We rang the host and reported it to him the gas being left on and also the kitchen ceiling was leaking. He told us their would be someone round within 2 hrs to check on us nobody came out. Also the host of the accomdation took a £13.00 cleaning fee off me regarding that it states on booking.com that he has a cleaner cleaning the accomdation for him this is false information nobody came round the 3 days we were their. As I was in the kitchen with my partner that's when we noticed the gas hob had been left on and I knew straight away he had left it on whilst we was shopping.

The guest who were staying their had used the shower and the whole bathroom floor was flooded on the top floor this is why it had been leaking. Prior to talking to the host of the accomdation he told us their was a history of the accomdation leaking before this was obviously not fixed at all. It had just literally been painted over and covered up.

This was extremely dangerous as if those lights had been left on and the electrics went bang and considering the fact the guests had left the gas hob on also the fact theirs live wires in the property too the whole place would of gone up in smoke.

We also noticed the door handles were falling off the doors I got locked in the ground floor bathroom which was connected to our ground floor room I had to get my partner to try and get me out from the other side of the door as I was locked into the bathroom.

Their was also a live wire in this bathroom directly under the bathroom sink which my partner spotted.

On the saturday night me and my partner went out this was about 7pm as we wasnt going out and meeting friends till 8pm in derby city centre. The guest was in the shower and the whole plug sockets went off. This was because of the leaking ceiling was getting to the electrics and it was tripping out the power.

My partner went to the fuse box then it cut out again.

He was getting so frustrated so was I. Even the boiler went off. And I had to turn off the boiler and turn it on again so we could have a shower.

Even the guests when he had come back at 6ish in the afternoon even asked us for money they were from amsterdam and asked us for £60 which we said no to them. We didn't know them and we were mortified they had even asked us.

Then on the sunday before I checked out this was at 9am I basically rang booking.com and basically didn't get through to them I was on the phone for 2hrs. And I wanted to complain and get my money back before I checked out.

Then I messaged them on the sunday through live chat they wanted pictures of this property to back up my claims.

I sent them the 10 photos I took for evidence and basically they offered me compensation of £12 I told them no then when I'd spoke to customer services again they said that the only offer they could give me is £22 that's the highest they can go. The host of the accomdation will not give me a full refund.

I havent replied back to booking.com in the regards of a goodwill gesture of £22 because this was just a low offer and I will not except this as compensation.

I spent overall £75.50 on this property it wasnt as advised on booking.com.

It wasnt clean or tidy their was no milk for tea and coffee on arrival which states you can help yourself.

The bread had gone off. Their was stuff in the fridge that was out of date.

The linen for the bedding and pillow cases and towels had poo stains on them and were dirty.

Even when I washed the sheets myself and replaced my bedding the topper sheet had blood on it this looked like a period blood stain. I felt mortified and showed my partner it.

The mattress we laid on was sponge and uncomfortable not a proper mattress at all.

All these overal problems with this property I'd mentioned to the host how dangerous it was with the fact the guests had left the gas hob on in the kitchen the whole house smelt of gas and also we had to open the windows to the accomdation place. And put the fan on to the kitchen to get all the gas out the house.

We told him about the leaking in the kitchen the gas hob and he told us someone would be around in 2hrs time nobody came as we waited. We even left the evidence of the bathroom floor flooding so he could see where it had been leaking through onto the kitchen ceiling.

As I said nobody came round.

Even the guests were leaving the front door open to the property so anyone could walk in off the streets.

I thought this was very dangerous so I closed the front door myself and told my partner we were both mortified.

We did actually have someone come round as a guest again and basically we thought he was the guy coming round to check the property out as he looked like a work man. He said no hes staying in the budget room I showed him the room and he saw all the problems we were facing and he left and didn't come back at all. And I really don't blame him it was a health and safety risk to anyone staying their.

The host hasn't gave me the compensation of £75.50. Hes turned round to booking.com and told them hes not doing so.

Me and my partner want compensation we have a right considering are stay was traumatic to stay in this accomdation.

Heres a link to the google drive for picture evidence that I supplied booking.com

https://drive.google.com/folderview?id=11atK2sBpoXFyIyHtk4ZmB8j0-NWGfSjz

It occurred on: 13/09/2019 to the 15/09/2019

This meant whole experience in this accomdation has been a traumatic experience for both me and my partner this was suppose to be a lovely retreat for both of us staying here and it turned into a disaster zone. We didn't have our privacy from the other guest. They wouldnt leave us alone whilst our stay here. We didn't feel comfortable in this property at all.

We could of died in this house if we didn't realise the gas was on we could of died of gas poisoning or worse died in a house fire whilst staying here.

I would like a full refund of the £75.50 I spent to stay at this property 

I want to be compensated of the whole £75.50.

I will not accept the £22 they have offered me I am not happy with this solution.

I want compensating the full amount considering the add was through them.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this.

Yours faithfully,

Amy Pratt

Booking.com info

Booking Reference [protected] 
Pin code 5106

Confirmation number: [protected]
Belle Vue Apartment

I placed a booking for an apartment in Sicily with Booking.com which was advertised at a discounted price as part of a week long promotion. Upon receipt of the confirmation email the price was £300 more than the advertised price, the price charged had been for the non discounted amount. I immediately cancelled and attempted to book again, each time the discounted price was shown throughout the booking process until the payment stage when it changed to the non-discounted price.

The property has now charged me an outrageous 400 euro as a cancellation charge which both booking.com and the property owner are refusing to refund Booking.com have been extremely unhelpful and have shown no attempt to either recognise their fault or try to rectify the issue.

I will be contacting my bank to attempt to reverse the charge that has been fraudulently made I simply cannot believe that this company is operating in the manner they are, utilising bait and switch tactics and having a non-existent customer issue resolution service. I certainly will never use this company again and will continue to pursue every avenue to secure a refund and name and shame this organisation.

Received email stating I needed to update credit card on file otherwise cancellation would take place. Updated credit card details and was provided a confirmation email and told to enjoy my stay. I then went to receieve a cancellation email and told my booking was no longer valid.

I have had to call the B&B direct and informed they have re sold my room and I no longer have the booking one week before travelling abroad for a wedding. Fortunately the owner of the bed and breakfast was able to contact the new booking and they are happy to not continue with their booking, allowing me to continue with my trip to Ireland. This would not have to have been carried out if booking.com would endeavour to complete transactions accurately and professionally.

Absolutely disgusted with booking.com for their inaccuracy and allowing my booking to be cancelled.

Meadowview B&B in Ballymena Belfast 20th Sept 19 for two nights.

Helli there, i wish to make a complaint and feel i should be due a total refund, i booked an apartment seaside apartment 39 st james st, brighton bn2 1rg, 8-10 th sept, we arrived at the dirty filthy door of a flat, no one there had to call and wait for keys to arrive, we were given 1 key for 3 people, the room was ion 1st floir, dirty and no lighting, the rooms were dark, dirty and not as showing in the ad on booking . Com, the beds were filthy, light socked broken, lights hanging, bare wires, bathroom was stained and not was described, we have 10 photographs to prove this which we can forward to an emsil address you can provide us to open a case about this complaint, i am 89 years old and took my 2 daughters here for a short break, we stayed in apartment for 10 mins and decided not to stay here for the short break, it was disgusting, and really upset at the state of the place, really inadequate, we looked up booking . Com and got booked into jurys which couldnt have been any nicer, i wish to make a full complaint as i paid upfront £190 and wish for a refund and for booking. Com to look into this disgusting apartment its not whats advertised as, and wish someone to contact me about this, thankyou
Phyllis Kingsmore
Email . [protected]@hotmail.co.uk

I am stuck. I have changed jobs; but I can't update my email address. So I tried customer service but it seems you cannot have an issue unless it is with a booking and you have a booking and pin number, which I don't.

There is nowhere I can find an email address. I am getting v frustrated by now but I cannot even find a way to contact booking.com to compain.

Confirmation No.[protected] PIN.6543

This was a 12 month old booking with us due to go on holiday 11/09/19. On Monday 02/09/19, I got an email requesting an updated card which I provided straightaway. I got an email advising that the updated card details were successful. On Tuesday 04/09/19, with no prior warning, the booking was cancelled. No one contacted me, just cancelled. The email states due to either a declined transaction or invalid credit card. Since then, I have been requesting the actual reason as it's important to understand whether my bank declined the transaction (and I take up a complaint with them) or whether Booking.com used my old card no.

More importantly, the booking had been in place for a year as it was for an event that needed a prior booking as the event is huge and hotels are sold out. I contacted the hotel to try and rebook the room, not the room had already gone so we have had to pay a lot more to still attend the event rather than lose the tickets.

a reservation was made in my name that i did not schedule - a credit card was given under my name - i did not schedule any hotel in this area and have no idea how this happended. the reservation number sent to me was Confirmation #[protected]? I spoke to the Double Tree hilton hotel who has cancelled the reservation but they said it was made thru booking.com and i need to contact the fraud dept - when i call the phone number it has a recording looking for a conf # which i am putting in but it keeps repeating the message -

please rectify immediately -

Jody Patterson
email - [protected]@gmail.com

They do not screen the hotel owners that they represent to determine whether or not they have criminal background and are past felons. Booking.com utilizes fraudulent marketing practices and does not put consumer safety first. Classless organization. I was threatened by an owner of a hotel and booking.com did nothing I did not care about the safety of my family. I will personally create our organization that will stop the fraudulent in an ethical business practices booking.com has all that millions of people know that you basically represent individuals who are not qualified to deal with the public and that safety is not an issue. I hope to see you have a business in the near future as that is the fee that you deserve.

Dear Booking.com Team,

Confirmation Number - [protected]

I had booked 2 rooms booked in Bunkyard Hostel from 01st to 12th Sep. When we arrived at the hotel. We saw that the environment was not favourable to us. People were from different culture, inappropriate dressing style, smoking around, playing loud music, etc which is not acceptable to our culture and virtues.

So that's why we decided not to stay in the Hotel. When we humbly asked the Hotel person to refund our amount. So he denied.

Since the hotel ambience can't be checked through online images we could not really conclude anything.

I asked them to deduct 2 days room charges, I asked to take 15% commission of which they paid to you (BOOKING.COM), at the most I also agreed on 1 room full charges. But not a single request was considered.

This is a big loss to us. And we will keep in mind from hereafter that which websites to go for when it comes to booking hotels in the future.

A very disappointing service by the Hotel personel and Booking.com.

I will recommend people to choose any websites for booking other than BOOKING.COM

It has also happened when we are booking hotels. Hotel directly cancels our booking because they have a high occupancy. So tell me how can we trust your website and plan our trips in the future, if this is the case.

I don't know what favourable reply I can expect from your end.

A big disappointment overall in terms of Customer Service.

Looking forward for your response in this case.

With Regards,
Murtaza Pipewala

[protected]@gmail.com

I made a reservation on 09/05/2019 on Booking.com for a room at the Kauai Shores Hotel for 8 nights. I found the same room at Otel.com for over $200.00 less. I called and sent a screen shot to Booking.com about there price match. This is the response I got. Thanks for your question regarding Booking.com's We Price Match. We're sorry to inform you that your claim at Kauai Shores Hotel can't be fulfilled because:
- This isn't the same room type
The room that you have booked is a 'Standard Room with Pool View' which will either have 1 extra large double or 2 large double bed and the screenshot shows that the room type is Double standard room which has 1 double bed.
I called the hotel and they said they only have standard rooms, no double standard. Both are the same room. Booking.com is lying about their price match. Reservation # [protected]

Booking#[protected], PIN#5333
On August 24, 2019 I made a prepaid booking for a hotel room on Booking.com. You sent me the email confirming the hotel was indeed prepaid. When I went to check in, the night clerk insisted that the hotel was not prepaid but rather just reserved. I showed him the email that stated that the room was prepaid and the clerk became very angry and hostile and told me I was wrong. He yelled at me and told me either I give him a credit card to pay for the hotel room plus security deposit or leave. I insisted the room was prepaid and he became more and more angry each time I told him this. At one point, he literally orderered me out of the hotel. I felt unsafe and threatened by him. I contacted Booking.com the following Monday to report what happened and they contacted the hotel. THe hotel lied about what really happened. I would like a full refund on my credit card and I would suggest that you no longer use that hotel. If you look at other customers reviews, similar incidents have happenend in the past. Please let me know when I can expect my refund. Thank you in advance. Agnes Smythe

Myself and my family (Mr Ian Gibson, Mrs Amanda Gibson and our three children Lucy - 20, Poppy - 18 and Jacob - 15,) have been on holiday to Coral Bay, Paphos, Cyprus staying in a detached villa (Villa Estia, Royal Paradise Gardens) for 10 days, starting Saturday 24 Aug 2019 (Reference no. [protected]). On Sunday 01 Sep 2019, we went out for dinner at 19:15, locking all the villa doors and windows as instructed by the owners of PrestigeBookings.com (Gerry and Angela, in resort). We returned at 21:50 and found that the villa had been broken into and the safe containing passports, flight tickets home, money, jewellery and insurance documents had been ripped out from the first floor bedroom wardrobe and stolen. We kept all our valuables locked in the safe as instructed by the owners upon our arrival at the villa. We also had clothing, footwear and personal effects such as jewellery and perfumes stolen as all the bedrooms rooms were ransacked by the burglars. Some of the personal effects were of great sentimental value and have caused an immense amount of devastation. When the police arrived they confirmed that the point of entry of the break in was the first floor sliding door to the main bedroom as the lock mechanism was faulty and not functioning at all, although it appeared to be locked and the handle in the correct position. A simple tug on the door handle from either side, and the door easily slid open - the lock catch did not engage with the plate in the door frame at all. We immediately contacted Gerry (who turned up extremely drunk and barely able to speak) and the local police force who also arrived shortly after. Angela was asked by myself if they had had any other break ins and she answered "Yes, back in February". Gerry later denied this and said that Angela must have been referring to somewhere else which we were suspicious of as it appeared he was trying to cover up Angela's comment. The police took a statement from my wife whilst I made numerous calls to cancel debit and credit cards, and arranged for a follow up visit the following day alongside a person from the Forensics department, who also confirmed that the faulty lock mechanism was the most likely point of entry. We received no apology from Gerry - all he seemed to keep saying was that it was extremely rare for this sort of this thing to happen in Coral Bay (not the view of some locals we spoke to during the days after the break in). The police questioned why the property was not alarmed, did not have CCTV installed and why the basic door locks were not working correctly but there seemed little concern from Gerry (it was also found that one of the downstairs bedroom doors had a faulty lock mechanism which is how it was believed the burglars escaped carrying the heavy safe). Myself, my wife and my children were absolutely devastated and felt extremely vulnerable that the burglars would return whilst we were actually inside the villa. The owners said that they would arrange for a separate lock to be fitted to the upstairs bedroom (where my wife and I were staying) but this did not happen. We then had to spend the rest of the holiday trying to arrange and pay for very costly emergency travel documents, flight tickets and car hire to get to Nicosia High Consulate office (an 8 hour round trip) - all very stressful in a country we are not native to. Gerry agreed to provide one night alternative accommodation without charge as a 'gesture of goodwill' as Villa Estia was booked for new holidaymakers after we'd left on 03 Sep 2019. I found the comment 'gesture of goodwill' quite insulting given that it was the lack of a duty of care on the owners' part to ensure the accommodation was completely secure. We all felt that Gerry, in his drunken state, had tried to suggest we had been responsible for the break in by not locking the doors and windows until the police proved otherwise. We had a terrible time trying to plead with the London and Nicosia High Consulate to make a special arrangement to have the emergency travel documents prepared and ready for us to collect before our rescheduled flights home (a cost of £1900) - at one point we were faced with having to fly back on the 16 Sep 2019 to get all 5 of us on the same flight, which we simply could not accept. We finally managed to pick up the documents from Nicosia on Tuesday 03 Sep 2019 (the day we should have been travelling home on our pre-booked flight) and spent the night in Gerry's alternative accommodation before leaving for Paphos airport and the journey home the next afternoon (04 Sep 2019). This episode has also caused additional stress, as a follow on from being issued emergency travel documents - our daughter Lucy is travelling to Majorca on Tuesday 10 Sep 2019 and after the London High Consulate issued hers with a statement saying she could use this to travel and return to the UK up to and including 17 Sep 2019 (not enough time to apply for and receive a replacement passport through the normal channels) - but now we are being told that this is not possible and that she is likely to have to cancel the trip to Majorca, at yet more cost. We have been trying to sort out this situation with the London office all day today (05 Sep 2019) and have still not yet had 100% confirmation whether she can go or not.
We arrived back home at 21:30 last night (04 Sep 2019), totally exhausted and devastated that our first family holiday abroad for 5 years, has been completely ruined by what has happened and what we have had to go through with such little help and support whilst in resort. We now have to try to claim back all our additional costs - c£3, 500 - and hope that it is felt that we have a very valid claim for compensation here.

Hi
I unlisted my apartment in Nov 2018 on booking.com via the app( As you are instructed to do) and called the call centre to ensure that all bookings were moved. I was told they would move any bookings and there were no more charges to pay.

Well this didn't happen and booking.com have handed me over to debt collectors & suing me for €550.00 for bookings that I didn't get & threatening me with all sorts of nasty threats.

How do I resolve this?
Louise Robinson
[protected]

Hello,

I recently prepaid a hotel room in Montreal; the hotel was Baymont Inn and Suites by Wyndham in Montreal near the Montreal Airport. When I arrived the evening of August 24th to check in, the night clerk at the desk told me that my room was not prepaid but rather just reserved. I showed him the email that booking.com sent me but he refused to accept the email and insisted that the room had not been prepaid. He demanded that I pay in full for the hotel room plus the security deposit or leave. He was very rude, disrespectful and he made me feel unsafe. I felt he was ready to hit me. He ordered me to leave the hotel if I was not going to pay in full. I told him I was leaving and that I would never stay at a hotel that treated their customers that way. I felt unsafe and honestly felt he would harm me. I reported this to customer service at Booking .com the following Monday and they told me that they spoke to the hotel and the hotel told them that they were just asking for a security deposit. That is absolutely a lie and I am 100% telling the facts of what happened. I demand my money back and I recommend you do not use the hotel in the future. If you read some of the customer reviews of this hotel, this situation and poor treatment of the customer has happened in the past. Please feel free to reach out to me at [protected] with any additional questions or concerns. Thank you in advance. Agnes Smythe

Booking.com HELL or get your life back!
As a host: I have never ever seen any business as disorganized and completely incompetent as Booking.com. On top of it all, they refuse responsibilities for their mistakes. They do not respond to emails for days and longer, you can spend hours and hours on the phone being hung up on, call dropping, given wrong information, "they don't know", contact guests without your permission - and on the phone again for hours and hours days on end. The way they handle your money is horrid, when they give it to you-finally. They have no insurance. They say they are not involved with deposits, they do not collect or handle deposits yet tell people you will collect cash at the door and refund it the day of departure -how dare they! That is just one inconsistency statement they have. Where they say one thing then the other. Just about everything they say is inconsistent, untrue. T People book from there I suspect who can no book elsewhere. Also, it is a must that you have instant booking on yet they don't screen. You can not change much of your information, fees, deposits, name of your property-it all has to be done through them and you can't get through and it is a huge hassle-again. When there is trouble they caused they then say hey, were only a booking-yet that is not the truth. They go far into your own business- as some things listed above. They contacted guests without my permission causing an escalation of a problem, then told me they would be able to write a review (one riled up by them) if I don't have them removed- said by several of them, then the day changed and several tell you the exact opposite after following their explicit advise and procedures (that they themselves break) They charge 15% commission. Its all people from overseas and Hong Kong and various places who are unknowledgeable, do not care, and cause chaos. RUN don't walk away from these incompetents that will ruin your name and your business at a drop of a hat. They also have to find guests places to live when they arrive- they said that is common, they just call around to find them something in the area. LOL These people area joke.

We booked refundable apartment with Pimlico Stay Apartments in London through booking.com. We clicked on a clearly labeled REFUNDABLE (in big red letters) apartmentment for 7. Without our authorization, the owners automatically booked us into 2 apartments, one for 6 and another up to 5, of which the second for up to 5 was unrefundable. We notified Booking.com within 12 hours that we wanted neither apartment since it was an obvious scam, Booking.com refunded one but told us we had to deal with the owner on the other. After many attempts, we finally contacted the owner by phone who was very rude and told us our contract was with booking.com, not him. After finally finding a phone number for booking.com to talk to someone (which is very difficult) they basically told us the issue was with the owner. We then disputed the charge with our credit card. Booking.com responded to CitiBank that we never tried to cancel (an outright lie) and refused to hear the case. We are now stuck with a $1033 bill that was a complete scam by both Booking.com and Pimlico Stay Apartments. I WOULD NEVER USE BOOKING.COM.

On 8/15/2019 i booked a reservation at the Hotel Puerta de San Antonio in Cali, Colombia, but a few days after i had to cancel my reservation due fact that my Doctor said i should not travel cause of my torn knee( ligaments) are not healing well and will need surgery.I cancelled and did all procedures and Hotel kindly waived all fees and said i should get my fees back from Booking.com. Booking.com are refusing to give me my fees back and are giving me the runaround and even blamed hotel and my bank which i have called to confirm any fees refund.Til this day and it has been 11 days nothing from Booking.com.I'm a disabled man and can't afford to lose money like that.

Reservation code:[protected]

I input my holiday hotel reqirements to the booking.com website requestion accommodation with no cancellation fees. River House Hotel in Dublin came up and a booked it as I needed accommodation but knew I could cancel for free if I could get something better. I did find something better, again with no cancellation fees and booked it. When I then went to cancel River House Dublin, both Booking.com and the hotel refused to refund my payment. Booking.com passed my bank details to the hotel and therefore the hotel charged me. Both now refuse to either a refund in full or at least some form of compensation as the issue was with Booking.com's website.

After trying to cancel I also came across some dreadful reviews, in particular about rooms smelling of smoke when they were meant to be non-smoking. My daughter is asmatic and this hotel would be no use to her. Hence me wanting to change my booking.

I am totally disgusted with the hotel for taking a full payment for a room I could not use

Hi

My wife booked two nights at this lodge.

The room was described as deluxe and en-suite with a kitchenette. V misleading. Suffice to say the room was dated in the extreme, shabby and small. The kitchenette was, I assume, the downstairs area near check in desk. Nothing attached our room. There was a toilet/bathroom attached.

I run regulated care homes. My residents have rooms of a more comfortable, updated standard. In fact, I understand this accommodation was once a care home and it appears, having lost or relinquished registration with the regulator, they just purported to offer hotel type accommodation. There appears to have been no investment in the property - cheap nylon bed covering, old carpeting, poor decoration.

So, I checked out before we spent a night there and rebooked into One Warwick Park for an extra few pounds. Modern, comfortable, good service, lovely breakfast included in price.

No comparison in value.

The presenting photograph is misleading and is not Anand Lodge.

Booking.com should refund our costs. Please let me know.

When I arrived at One Warwick Park I checked trip advisor and could subscribe to the critical, sometimes very amusing but distressing criticisms, and believe Booking Com should make these views known. My wife states she will stop using Booking.com because she has been tricked and cheated as no viewing of this ‘hotel' appears to have been done by Booking.com otherwise it wouldn't be allowed to defraud customers. This must be rectified. Please reimburse our costs.