Booking.com
Reviews and Complaints

So i had booked a resort called the Terrylin Guest House from the 4th to the 5th of May then the company called me and told me there had been an error in the booking and i should find a different resort, and that all cost arising from this inconvenience would be covered by them. Well what they did was send me a link that doesn't work when i try to enter my credit card details its been two weeks and i am just seriously genuinely annoyed..

Hi, I am writing to you with regards to my recent experience with Booking.com. I have been using booking.com for many years and realised that you guys are now operating in china as well. We now live in Shanghai and are originally from UK.
It was my mother in laws 60th birthday on the 16th of May, as part of the celebration we planned on doing great wall and Beijing. For this purpose we booked Yiyang city apartments in Beijing for two nights (reference no's -[protected]-8754, [protected]-2411, [protected] -9405) It was 12 of us. When we arrived in Beijing we could not find the hotel easily however after me calling booking.com customer service, I was then connected to the hotel supervisor or owner I am not sure. We went in the lobby that has nowhere to sit so we ended up sitting on the floor for 35 minutes or so. While the supervisor took copies of our passport. Something about this place did not seem right, so my husband decided to check. He asked the supervisor if he could see the place before we paid. The supervisor said 'No you cannot, you need to pay first'. My husband insisted again and this time the supervisor had no choice, My Husband and I went up to see the place, in the simplest words all I can say is I have never been to a hotel like this. There were overflowing, smelly bins, the carpet was torn and full of dust, the hallway walls had shoe mark all around as if someone has been fighting there, and the room's door looked as if someone had kicked them hard to open. One of the rooms he showed us had food smell as if someone had just cooked there. We got a little scared and felt unsafe as we had children with us too. We straight away went down and sent my sister and her husband to go up and have a look. They looked at the place as well and said no we should not stay here as it feels dirty and dangerous
We launched a complaint with Booking.com saying I should not be charged anything as this place was falsely advertised on booking.com and sent them photos of the hotel we had taken. The reply to my complaint was 'As per the supervisor, we never arrived at the hotel and the photos were not from the same place'. I was in complete shock to hear this, So much so that I went back online and reconfirmed that we went to the correct place. It almost feels like Booking.com works for the hotels and not for their customers. I have now advised your agents that I am happy to launch a police complaint against booking.com and the hotel supervisor as I can prove that I was there as I can get a call recording of my conversation with the supervisor. I have 11 more people who can confirm they were there. CCTV footage of the location will prove we were there.
I then spoke to a Booking.com agent called Jackie on the 25th of May at 17:16 (Shanghai time). She then confirmed with me that I was not going to be charged anything and I did not need to be doing anything from here on. I confirmed this with her again and again and every time she confirmed that nothing was being charged.
On the 30th of May 2017 I checked my UK Barclays credit card and saw that we had been charged £272.62 from this hotel (I emailed a proof of this payment to booking.com), I was shocked to see this transaction after all the conversation I had with your customer service. I am angry as to why we have been charged so much. Based on one night charge for cancellation the amount is £191. We do not believe we should be charged anything as this hotel info was misleading. The place was not suitable for family to stay, there was nothing in the name of service.
We believe we as customers are being treated badly. This is not the level of service I was ever expecting from booking.com. We wish for this matter to be resolved as soon as possible and our money to be credited backed into my account.

Prabhu Kumar Ramkumar

Booking.com has deceptive business practices . I booked a luxury hotel for a two night stay. The site quoted a rate which represented the daily rate. Once I got to the hotel, we learned that they misrepresented the price point. The second nightly rate was 40% higher than what was represented online. Once we called customer service, they acknowledged that this is not transparent to the customer but refused to make it right. It is a bait and switch that is fundamentally unethical .

Good evening,

I placed a booking with yourselves yesterday 27/05/17 for a 1 night stay at Bardney Hall which was overbook but you showed as available I travelled over 90 miles to be told it was full & they could not assist as they had no rooms available I was told to complain to yourselves as I booked it through you.

I've been told it was you're error as you showed it as having 1 room left I arrived in the town of Barton up on Humber to receive a phone call to say there isn't anything available as it's booked &I been that way for over a week.

I have been ganged up by the boss & his "friends" at hotel Guesthouse Royal, Split (1 Marasovica ulica, Croatia) on Saturday 27 May 2017. The place is dodgy and situated in a back alley. Neither outside or inside there are signs that this is a hotel at all. I made a booking for 1 bed (Nr [protected]) in the afternoon and by the time I arrived the receptionist, a young guy, said there were 3 rooms booked. I said that I travel alone and that I didn't make any other bookings. He called his boss and I talked to him but he wasn't willing to do anything or at least understand that a mistake happened during the booking. I said it was criminal to charge me for three rooms. After the phone call, the receptionist shouted to me "Out!" and refused to give me the wifi code so that I could check my booking online. I refused to leave the hotel just like that, and also because I had a late arrival and was very tired. I wanted to solve the problem. Then the "boss", a guy in his twenties, came to the hotel with another young guy who was very aggressive to me. It was clear that with the three guys surrounding me wanted to scare me off and make sure I'd leave the hotel. I continued negotiating politely and the "boss" said I should pay 8 euros for 1 bed then, and he would annul the other rooms. I gave him 8 euros and was glad that the problem was solved. Then he said "out" and insisted I would leave the hotel again. So basically, I paid 8 euros without having a bed to sleep in. I couldn't talk to him because he was on the phone constantly. A minute later 2 other guys came in and they were extremely verbally aggressive and started attacking me. They all started to talk in their own language, most probably insulting me and getting angrier by the second. I had to shut up my mouth and leave. By then it was clear I wanted to leave the hotel so I asked to let me through as they were blocking the doorway. They started pulling at me and pushing me so I had to run away with my luggage, stumbling through the hotel door. They chased me on the street even. I was shocked and talked to a traffic policeman, who was very friendly but said I couldn't do much because I had no physical injuries. After talking to him for 15 minutes, I decided to leave Split and go to Zadar upnorth, where I arrived around midnight.

I have been traveling for more than 10 years and I have never been physically and verbally attacked like this. What seemed to be a software glitch turned into a horror experience. It ruined my holiday completely.

I have been using booking.com for years and I never had this problem. Since I am traveling alone, why would I would 3 rooms for me alone? I am frustrated since now I will have to pay for all these rooms and paid an additional 8 euros at the boss who then kicked me out.

I received an email by booking.com to validate that I hadn't showed up at the hotel. Well, I showed up but was refused a room I paid for. I even didn't get any payment bill or validation from the hotel.

Please kick this hotel off the booking.com website as these men are criminals.
Please check if my credit card hasn't been used more than necessary.
I don't want to pay the other rooms.
I am still in shock.

Pieter Decancq
Antwerp, Belgium.

Made a reservation nearly a week ago on booking.com. When I tried to check in today, the front-desk staff told me that there's no related reservation for me and all rooms are booked. He asked me to call booking. I did so. I kept calling booking for nearly 15 minutes and finally a guy answered my call. And, he hanged up after checking my confirmation No.# and PIN. I thought it might be bad connection so I kept calling again and again. After about another 10 minutes later, the front-desk staff asked me, did Booking.com told you anything?
I said, no, they hanged up after checking my reservation information.
The pal said they(booking.com) just call the front desk asking me to tell you stop calling them! I ask why they don't call you and try to solve the problem. They hanged up, too!

Then I knew why nobody answered my phone, because they didn't dare to tell me they messed my reservation! And then I realized that I'd better find another hotel available immediately. Otherwise, I'll be sleep in the street!

Want to make a reservation? Keep AWAY from Booking. Using booking.com at your own RISK. With booking.com, you'll be NOT booked.

I used booking.com for first time in Feb 2016. When I placed the booking they asked for my credit card details which I now know was mistake to give to them this information. Because I understand that they just pass your credit card details to the hotel and feel no responsibility about it, they don't care if the hotel takes half the amount of the cost of the booking when you place the booking . For a booking at Acacia Boutique Hotel IOM, I canceled my reservation timely due to personal reasons on 16th May, it was an early cancellation and it was clearly stated that email from Booking.com I would not be charged for this cancellation. It is now the 26th May, and I have not received my refund from hotel. I emailed booking.com on 19th May and they never replied to that email or two further emails I sent to them. I cc Acacia Boutique hotel into the email and had no response from them. I therefore called booking.com on 24th May and said as this was busiest time of year, they may take longer to reply to emails!?! Regards the refund I have had to email booking.com a copy of my bank statement to prove i had been debited this amount by the hotel, if they are agent that carried out the booking and passed my credit card details to the hotel, should they not know this transaction has been carried out?!? I contacted booking.com once again today as they did not reply to say they received my bank statement, when i was phone they would validate the email however they have to give the hotel time to refund me...it took them less than 24 hours to take the money from my credit card but has taken them 10 days to do anything. I asked to speak to someone about complaint and was told he explained the situation to his supervisor and he didnot want to speak to me. I asked if i could have contact number for complaints or email address and was told I was speaking to customer services and this was the only person I could speak too. At the beginning of the phone call I was told if the hotel didnot refund me in 7 working days they would issue me a refund at the end of the conversation he said this was not the case and could not advise when i would receive a refund!
So my conclusion is that after my first time using booking.com this will be final time, the hotel told booking.com when they spoke to them when i was the line, they could confirm a refund needed to be issued but the person that deals with accounts was not in so could not confirm if the refund was issued! so basically I have had £112.50 stolen from account and booking.com could not care less...

Emma
Booking.com [protected]

false information
my daughter has just booked a break in Edinburgh 19th/10/17--22/10/17
Balmore Guest House 3 stars
My Daughter wanted parking so she ticked the filter
Balmore Guest House
Breakfast included
Balmore Guest House 3 stars This property has agreed to be part of our Preferred Property programme which groups together properties that stand out thanks to their excellent service and quality/price ratio with competitive prices. Participation in the programme requires meeting a specific set of criteria and takes into account feedback from previous guests.
Merchiston, Edinburgh
6 other people looking now
Trending! Booked 29 times in the last 24 hours
Latest booking: 31 minutes ago
Good 7.1 /10
Location 7.6
2, 563 reviews
;Private parking available; !?
Bargain
nothing about parking charges ect!
Breakfast included
on printing the invoice she will have to pay £15 per day parking [scam]
it is false advertising!
she would like a full refund

I made a booking via Booking.com for 2 rooms at Sara Hotel, Milan for the 15th of May 2017. This hotel is apparently run by a chinese family. Its a member of the Albergo Hotel group with a 2 Star rating. On checking in we found the rooms to have foul smell and the pictures posted on the Booking .com site were way off from what we saw.The reception section was in bad shape and with a torn satee. The people running it were badly attired, unbecoming of a a budget hotel.I had booked 2 rooms and we refused to stay there, but were made to pay Euro 70.00 as a penalty. We checked into another hotel in the same area, run by an Italian family and it was so well kept and clean . This hotel was 100 times better than the Chinese run dump.
Booking .com should check on the quality of the hotels that they advertise, for this Sara Hotel was a disgrace to Milan. I hope the local authorities in Milan will do something about this filthy hotel.
Thank you

Gurcharan Singh

I have made a reservation at Three Crowns Hotel in Prague for June 29-July 2017 through bookings.com.

This is a refundable booking and I was told to provide my credit card number (just the number, not the CVV) and that i would not have to pay anything now. I was told i can cancel until 15:59 on June 29.

However, soon after I made my booking, i received a message from my credit card company informing me that CZK 1837.56 (about one day's room rent) has been deducted towards the reservation.

This is a breach of what i was given to understand by the bookings.com website.

I wrote to bookings.com two days ago but there has been no response. I expect the deducted amount to be refunded and for the hotel to follow the cancellation policy mentioned by booking.com

Tara Sinha
India

I made a booking for a hotel in santorini but due to changes in travel plans i cancelled and it said "free cancellation" and trip was to be made 12th september 2017. I was absolutely shocked to receive mail of €1, 118 charge for cancellation of booking number [protected]. This is may 2017.
I am so furious with myself for even providing my card details to booking.com.
This is unacceptable.

We booked this hotel 6 months ago. I even emailed the hotel 2 weeks ago before i arrived and they replied me with nothing changed. We woke up 4 am and arrived the hotel at noon. The staff told us, "they got computer problem and they dont have a room for us. they did not receive the booking from booking. com"

they can either send us to another 4 stars hotel which located uphill with 10 euros taxi to the bars, or they can send us to a closer 3 stars hotel with all inclusive for the same price we pay for this hotel. We booked half board here, and we would not pay the same for a 3 stars instead.. We dont wanna go the 4 stars uphill hotel since it is far away and there are lots children there but we are a couple without kids.

We told them we are not moving, they said they gave us the solution and that is all. We told them you could upgrade me to a 5 stars or move us to a same condition same location hotel but you could not move us to somewhere with worse location or worse condition. They said "you can cancel this booking and go anywhere you want". But what can we do on the day we arrived ? how can we get the same condition hotel in a short time.

We questioned them why they did not notify us since we booked it 6 months ago. they said they knew this problem on that morning which was very unprofessional.

It was almost 3pm after a long argument. i told the reception girl we have not been eaten from 4 am. she said she did not have lunch either .. ridiculous. i said to her " you are working here you making money but i am on my holiday, stuck and starving here and paying you money. She said "so what? it is the same". I could not believe a reception staff can say things like this to their customers who is suffering from their fault. Rubbish service.

Right, when we were saying we are not leaving, we did high our volume. you can say we yelled. The staff threatened us twice that they are going to call the police. We laughed. what have we done to them? we are the victims. They told us, "you are now in Spain not in the UK. We can call the police. " Wow, what a welcoming attitude!

in the end, at 4 pm on the day, the manager Monica did help us to find a room with a cancellation and sent us a free meal. I really appreciate that and i finally got my room and took a shower.

I did get the room in the end, but the hassle i received i will never forget.

i am a legal practitioner in the UK. i spent my money abroad for a holiday and what i received was a threaten to be caught by the local police.

and you know what? i booked this hotel on booking.com, but you dont allow me to review it. i dont know what you are trying to cover. but i wanted to let everybody know this experience i had which made my holiday not perfect.

I request Booking.come to compensate me my one day expense in tenerife. We stayed in the hotel counter to argue with the staff for 4 hours. We were not able to eat or enjoy our holiday at all.

Dear Sir,

This has reference to the below booking done for 6 guests at The Intercontinental Lisbon.

Booking number: [protected]
PIN code: 1372

However, the Hotel has charged my friend Aasim Merchant (Refer Room 6 below) directly, claiming that they have not received any payment from Booking.com on his behalf.

My credit card statement also reflects his charge debited to me for the below booking.

Please could you look into the matter and revert at the earliest?

Best Regards,
Homi A. Katgara
Partner
Mumbai
Tel: +91 22 [protected]

---------- Forwarded message ----------
From: InterContinental Lisbon
Date: 30 March 2017 at 21:32
Subject: Your updated booking at InterContinental Lisbon
To: [protected]@jeena.co.in

Booking number: [protected]
PIN code: 1372

Your booking has been successfully modified
The following changes were made on Thursday 30 March 2017:
Deluxe Double or Twin Room for guest Homi Katgara
Deluxe Double or Twin Room for guest Mr Sarosh Irani
Deluxe Double or Twin Room for guest Mr Hoshang Dadabhoy
Deluxe Double or Twin Room for guest Mr Shapoor Mistry
Deluxe Double or Twin Room for guest Mr. Kairus Dadachanji
Deluxe Double or Twin Room for guest Mr Aasim Merchant
Guest Name: Mr Aasim Merchant (was unspecified)

Below is your updated booking confirmation:

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InterContinental Lisbon Business trip
Phone: +[protected]
Email property

Lisboa, Portugal
Rua Castilho 149, Avenidas Novas, 1099-034
Show directions

Your reservation Get the print version
2 nights, 6 rooms € 2, 244

Check-in
Tuesday 2 May 2017
(from 15:00) Check-out
Thursday 4 May 2017
(until 12:00)

6 rooms € 2, 116.98
6 % VAT is included. € 127.02
Price € 2, 244
We Price Match

Pre-authorisation: To check the validity of your credit card and guarantee your booking, the property reserves the right to temporarily hold an amount prior to arrival.
€ 1 City tax per person per night is excluded.
Please note: additional supplements (e.g. extra bed) are not added to this total.
The price above excludes fees such as tax and service charges. Booking.com does not charge any reservation, administration or other fees.
Additional applicable taxes may be charged by the property if you don't show up or if you cancel.

Is everything correct?
You can always view or change your booking online - no registration required.
• Edit credit card details
• Contact the property
• Cancel your booking
• Edit guest details
• Request early check-in or late check-out

Homi, here's your travel guide to Lisbon!

We've hand-picked Lisbon's best attractions and activities. Take your pick and find opening times, directions and helpful tips.
Click here to open your FREE travel guide

Room 1: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Homi Katgara
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 2: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Sarosh Irani
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 3: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Hoshang Dadabhoy
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 4: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Shapoor Mistry
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 5: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr. Kairus Dadachanji
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 6: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Aasim Merchant
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Special Requests
Estou a viajar em trabalho e poderei usar um cartão de crédito empresarial.
Approximate time of arrival: between 01:00 and 02:00 hours
You have a booker that prefers communication by email
You have a booker that would prefer a quiet room. (based on availability)

Important information
Please note that from the 1st of January 2016 a city tax of EUR 1 per person, per night is not included in the total price and should be paid on site. This tax is charged to guests aged 13 and older. It is subject to a maximum amount of EUR 7 per guest.

The InterContinental Lisbon is undergoing a renovation of its lifts. During this time, there will be minimal impact to guest comfort as renovation works will be limited to daylight hours and will not be visible to hotel guests

Payment
You have now confirmed and guaranteed your reservation by credit card.
The total price of the reservation may be charged at any time after booking.
Please note that your credit card may be pre-authorised prior to your arrival.
This accommodation provider accepts the following forms of payment:
American Express, Visa, Euro/Mastercard, Diners Club, JCB, Maestro, Other Cards
Change credit card details

Booking conditions
Guest parking Private parking is possible on site (reservation is not needed) and costs EUR 16.50 per day.
Internet WiFi is available in all areas and is free of charge.

See all booking conditions

Need help with your reservation?
Contact the property Phone: +[protected]
Manage your booking You can make changes, cancel or upgrade your reservation online anytime.
General questions Visit our Help Centre or Contact Customer Service

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I purchased bus tickets via booking.com. On that day of departure date, the bus company said my tickets has been cancelled. Thus, I called to the bus company and the pic asked me to asked booking.com in stead.
Booking.com pic said my tickets has been cancelled due to bus broke down and asked me to find another bus to travel back by myself. I was very angry that why booking.com can anyhow cancel my ticket on last minute and without notify me. The most angry part was they should find replacement to me but not ask customer itself to do it. What kind of irrensponsible of booking.com was? I am now no more confident to book any ticket via booking.com

I don't recommend anyone to use www.booking.com website. Information on their site is misleading and not to be trusted. When I booked my room I was promised free cancellation. For me that was very important because I was still unsure about my vacation in general. And really last moment I had to cancel everything and was shocked when Booking applied a cancellation fee!
When I contacted them they didn't reply. They only billed me and never even explained how did that even happened. Of course after such a disappointing experience I will not use their service.

Hi

I am extremely disappointed about the fact that I am going to be charged 50% of a booking I made with Booking.com

The booking never showed up in my booking.com app so I assumed that it was not booked.

I am now being charge $2, 700 for this property.

Please contact me by return email or by phone. Australian number [protected].

Regards
Sue Sutton

Hi, I recently used booking.com to find a hotel for one night in Cancun Ocean View Apartment 06/05 to 07/05 - the fee displayed on booking.com was 98.75 USD (380 pln - my local currency) however when I submitted my contact details, my bank called me up saying that the amount they try to charge is almost double (~614 pln). Highly alarmed i went on booking.com to look for details. I found an information that i will be charged a 100 usd deposit upon arrival + some climate fees. "It must be that" I though to mysefl. To my shock on the day of my departure I was told by the hotel manager that no deposit was charged and no deposit will be returned and that I can "complain to booking.com". I was additionally charged 650 pesos upon departure for late check out which i was not informed came at a fee but I consider that the hotel's fault. On the other hand I find displaying incorrect room rates with some made up explanations that do not reflect neither the cost nor the policy of the hotel unethical and unprofessional, not to mention it misses the purpose of the booking.com in the first place.

booking no [protected]

My husband is paying in general for my trip in Thailand. We always check if third party payment is allowed. We booked with booking.com at Koh Phangan resort. My husband paid, but the reservation was on my name. After charging the full amount -and they saw that the names are different- they said I can't stay there because the card was not on my name. (Same surname though.) I tried to contact booking.com for this, only answer I got was `contact the hotel`, then after I tried really hard, they sent an email saying; "we contacted the hotel, here is their answer, "."

I am not exaggerating, I have the proof, the hotel wrote to them "." and they considered this an acceptable answer. How am I supposed to trust them to protect me or my money?

Hi there, I'm currently travelling around Spain and I booked a hostel dorm room with Booking.com at The River Hostel in Valencia. When I checked in I was told they were fully booked so I would be in a room with a group. I didnt mind this until the group arrived and it was 13/14 year old school children on a trip to Valencia. In my country this is illegal and I'm pretty sure it must be against child protection laws in Spain also. In the end I checked out early and stayed at a different hostel.

I tried to make a booking through bookings.com after not receiving a confirmation email and no booking in my account I did not think this booking was processed until the whole amount was booked on my credit card. After ringing both the Mantra on Jollimont and Booking.com both have saId there is nothing they can do. Surely there is a process where consumers are protected from scam like this! I will never use them again