#80146Otřesné ubytování v Londýně přes booking.com - žádost o refundaci

Znění stížnosti

Objednali jsme si ubytování v Londýně ve dnech 24.10.2024 až 1.11.2024 (8 nocí) pro celou naší pětičlennou rodinu prostřednictvím platformy Booking.com
1. Datum - 24.10.2024 až 1.11.2024 (8 nocí)
2. název ubytování Stylish Apartments
3. poskytovatel ubytování - společnost Live Stay prostřednictvím Booking.com
4. za ubytování jsme zaplatili částku 40.422 CZK
5. kvůli extrémně nízké kvalitě ubytování v příkrém rozporu s nabízenou kvalitou na Booking.com jsme byli nuceni po dvou dnech opustit ubytování a zaplatit si jiné. Ubytování jsme tedy opustili dne 26.10.2024.
6. důvod naší nespokojenosti je popsán níže - tuto zprávu jsme poslali na customer service Booking.com a také členům vedení Booking.com

Why we were so disappointed:
1. The whole building looked ugly and more like a squat. The entrance after the main door was something you never forget - the dirty and smelly corridor connected with the pub with very steep and narrow stairs. It looks so awful that the kids were afraid to come back in the evening (see our video enclosed).

2. The noise inside the “apartment” was overwhelming - the nonstop noisy street with busy traffic from one side and the party pub from the other side. We could hardly to fall asleep.

3. We had hot water the first evening only and could enjoy only cold water since then.

4. But the worst thing was that there were army of pharaon ants everywhere - in the bathroom, in the kitchen (so you have to put every food into the fridge to avoid its contamination) and when we came back in the evening we had our beds full of them (see the photos enclosed).

5. The lock was not fixed at the door properly so the security was out of the question and we were afraid to leave our things there during the day. And someone tried to get to our “apartment” one night by banging on the door (see our video enclosed)

6. You can only dream about functioning wifi as advertised.

7. There was only one mini-wc washbasin in the bathroom and you have to be an acrobat to make a basic hygiene in it.

8. After all this experience we found out that although the offer was published as completely new accommodation without any reviews so far you can find destroying reviews when you open the reviews on the booking.com by the maps (mapy.cz). As such there was a kind of misconduct of Booking which did not disclose the right reviews. Definitely the accommodation did not meet the declared standard.


The Livestay communication was very poor. We claimed all the troubles immediately to them via phone/emails but they only answer our questions in the way they wanted and did not help us at all. They finally offered us another apartment in same building with different main entrance but the quality was the same – very poor. The main door from the street was again not locked at all (!!!), the corridor was very dirty and there was a constant smell of weed. This could not to solve any of above listed problems.

After our terrible experience we put very poor references to this accommodation on Booking.com website (the worst – nejhorsi). Then we received the answer admitting that our concerns really existed but have been already resolved (last document enclosed). But it was too late for us. The accommodation (Stylish Apartment) still remains in offer at Booking. They did not refund any money to us and are allowed to continue in offering their services without any punishment.


As such we kindly ask you to refund us with the money we spent in vain (we pre-paid money for 8 nights, moved out after 2 nights to another apartment, so we ask you to refund us for 6 nights).

Kind regards and many thanks in advance.

Petr Benes
Prague, Czech Republic
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Produkt

ubytování Stylish Apartment, provider Live Stay, zprostředkovatel BOOKING.COM

Požadované řešení

Požadujeme k výplatě částku 24.394 CZK, ke které jsme došli následovně.
Za ubytování ve Stylish Apartments jsme zaplatili částku 40.422 CZK. Byli jsme tam ubytovaní 2 dny z celkových 8 dnů. Chceme tak refundovat částku ve výši 6/8 z celkové částky, což činí 30.316 CZK. Dostali jsme od Booking.com pouze částečnou refundaci částku 5.922 CZK, tudíž zbývá doplatit 24.394 CZK.

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