ComplaintsforBooking.com

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner and I rented a house through booking.com. it was on mustang island in *****. We reserved for July 18th through the 21st of 2022. We spent $1400 on just the house thinking we could eat there. Nope. The house was dirty, the front door wouldnt unlock, the back door didn't latch, the whole house was dirty with a film of dirty on everything. The house was so infested with ants that we couldn't even eat at the house. There were ants in and under the sink, all over the counters, in the stove, in all of the cabinets and crawling over all the dishware and utensils. The sheets were filthy and had to be stripped immediately. I contacted the customer service and spoke with **********. I sent pictures and videos of everything. The company tried to only agree to $180 refund. That isn't adequate. The amount I had to spend to supplement the use of the house doubled what it should have been. At the very least I feel the company should give a full refund and I would highly suggest having the house fumigated. Also the house we agreed to through booking.com is not the house vacasa gave us. It was the wrong one all together. Not even the same number of rooms.

  Business response

  02/16/2023

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Were having some difficulty locating your reservation. If you would please provide us with the reservation confirmation number and the name associated with the reservation well be happy to look into this further for you. 
  
  

  Customer response

  02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

  Business response

  02/19/2023

  Case closed

  Customer response

  02/23/2023

   
  Complaint: 19402617
  
  I am rejecting this response because:

  The issue was not resolved.  I provided all of the information requested.  No resolution was offered.  The case is not infact closed. It is open. 
  
  Sincerely,
  
  *********************************

  Business response

  03/21/2023

  Dear customer,

  We are sorry for your recent experience. Please allow me the opportunity to clarify our role and position in this matter: 

  Through the website, we provide an online platform through which all types of temporary accommodations can advertise their rooms for reservation. By making a reservation through Booking.com, you enter into a direct (legally binding) contractual relationship with the accommodation. We act as an intermediary between you and the provider.

  Each Accommodation remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the rates/fees/prices, policies & conditions and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or (star) rating of any Service Provider (or its facilities, venue, vehicles, (main or ancillary) products or services) made available.
  Booking.com does not (re)sell, rent out, offer any (travel) product or service. The Service Providers offers the accommodation - in this case a Tree-bedroom Holiday House - and remains at all times responsible and liable for the (cleaning) services therein. 
  

  We do understand that you had an unfortunate experience in the apartment, and we apologies for the inconvenience on behalf of Bella Vista & Four Winds House. However please note our customer service is operating 24/7 therefore it can be reached anytime via phone or by e-mail. For these reason, we always advise our customers to contact us during stay in order for us to find solutions with properties to restore guests satisfaction. The fact that you didnt contact us during the stay makes it difficult for us to negotiate further. We kindly ask for your understanding, that as an intermediary we are not present during stay and therefore need to remain neutral on this matter since you have already been in contact with the Accommodation and they offered you a compensation for the inconveniences that this situation may had caused you. If the Accommodation's offer does not meet your expectations, to the extent the claim is considered we kindly refer you to the Service Provider (the Accommodation).

  I hope (and trust) that I have informed you sufficiently. 
  
  Kind regards,
  
  Booking.com **************** Team
  
  
  
  

  
  

  Customer response

  03/21/2023

   
  Complaint: 19402617
  
  I am rejecting this response because:

  I did contact booking.com the day after return.  I contacted vacasa.  I contacted everyone I possibly could.  My complaint was for vacasa not booking.com.  I am unsure why it was passed along. Nevertheless, it is in your court.  You were notified.  I sent pictures to both booking.com and vacasa.  No excuse.  
  
  Sincerely,
  
  *********************************

  Business response

  03/23/2023

  Dear Customer,
  

  We are sorry to hear about your continued dissatisfaction, however please note our position remains the same as previously outlined in our official reply received on 3/21/2023.
  

  Responding to your rejection on the decision taken for your Better Business Bureau-complaint, for reservation ************ , we advise as follows:
  

  Through the website, we provide an online platform through which all types of temporary accommodations can advertise their rooms for reservation. By making a reservation through Booking.com, you enter into a direct (legally binding) contractual relationship with the accommodation. We act as an intermediary between you and the provider.
  Each Accommodation remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the rates/fees/prices, policies & conditions and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or (star) rating of any Service Provider (or its facilities, venue, vehicles, (main or ancillary) products or services) made available.
  Booking.com does not (re)sell, rent out, offer any (travel) product or service. The Service Providers offers the accommodation - in this case a Tree-bedroom Holiday House - and remains at all times responsible and liable for the (cleaning) services therein. 
  

  We do understand that you had an unfortunate experience in the apartment, and we apologize for the inconvenience on behalf of Bella Vista & Four Winds House. However please note our customer service is operating 24/7 therefore it can be reached anytime via phone or by e-mail. For these reasons, we always advise our customers to contact us during their stay in order for us to find solutions with properties to restore guests satisfaction. The fact that you didnt contact us during the stay makes it difficult for us to negotiate further. We kindly ask for your understanding, that as an intermediary we are not present during stay and therefore need to remain neutral on this matter since you have already been in contact with the Accommodation and they offered you a compensation for the inconveniences that this situation may have caused you. If the Accommodation's offer does not meet your expectations, to the extent the claim is considered we kindly refer you to the Service Provider (the Accommodation).
  

  Please note that, until further notice, the previous decision taken on your Better Business Bureau-claim remains unchanged. Further claims regarding refunds and/or compensations will have to be addressed to the accommodation directly.
  

  Best regards,
  

  ********************
  CS Senior Relations Specialist
  Booking.com **************** Team
  

  
  

  Customer response

  03/23/2023

   
  Complaint: 19402617
  
  I am rejecting this response because:

  Again this complaint is for and was originally for VACASA.  
  
  Sincerely,
  
  *********************************

  Business response

  03/29/2023

  Once again thank you for sharing these details with **. Per our last response, we were unable to locate your reservation. Please provide us with your reservation information so that we can further assist

  Customer response

  03/29/2023

   
  Complaint: 19402617
  
  I am rejecting this response because:I submitted it multiple times already.  Please take the time to go over past communications.  Again the attachments previously sent have the necessary documentation.  Infact the information was actually pulled from the initial interaction with your customer service department.  
  
  Sincerely,
  
  *********************************

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