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Subject: Formal Complaint Regarding Discriminatory and Unsafe Accommodation at Athens Relax G1

Dear Booking.com,

I am writing to formally lodge a complaint regarding my recent booking at Athens Relax G1, which I have previously reported to you. I am deeply disappointed and distressed by the circumstances I encountered during my stay and the lack of action or communication from Booking.com.

As a wheelchair user with mobility disabilities, I carefully selected this property because it was advertised as having an elevator, a key feature that ensures accessibility. However, upon arrival, I discovered that:
1. The elevator was out of order, making it impossible for me to access the 5th-floor room where I was assigned.
2. I was not provided with a key to the property upon arrival, which added to the inconvenience and sense of neglect.
3. The property was located in an unsafe area, with surroundings resembling a construction site. There were loose tiles and pipes scattered on the floor, posing serious safety hazards for anyone, especially individuals with mobility challenges.

This experience felt discriminatory as it completely disregarded my accessibility needs, which were clearly communicated and promised in the listing. Being unable to use my legs, I was essentially stranded and unable to access my room safely or comfortably.

I find it unacceptable that:
• The property owner failed to notify me in advance about the elevator being out of order.
• Booking.com did not take any action or respond to my previous reports, despite the urgency and seriousness of the situation.

I have documented evidence, including photos and videos, of the unsafe conditions at the property. I request that Booking.com take the following actions:
1. A full refund of my booking cost, as the property failed to meet the basic advertised standards and accessibility requirements.
2. An apology and explanation for the lack of response to my initial complaint.
3. Immediate steps to ensure properties listed on your platform are accurately described, accessible, and safe for all guests, particularly those with disabilities.

I hope you understand the gravity of this matter. Discrimination and unsafe accommodations are unacceptable, and I urge you to treat this complaint seriously. If I do not receive a satisfactory response within seven (7) business days, I will have no choice but to escalate this issue to relevant consumer protection and disability advocacy organizations.

I look forward to your prompt response.

Claimed loss: 7€70.00

Desired outcome: Refund

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