“We couldn't stay due to mold but they refused to refund.”
After driving for 10-plus hours, we booked this property around 12 midnight to rest. Upon entering, there was a strong presence of mold. We informed the property of our health-sensitive challenges concerning mold & left immediately without disturbing anything. The property would not respond to our messages to cancel. We then messaged Booking to cancel. They would not respond to Booking either. When they finally responded, they lied about the fee being non-refundable based on Booking's policy. When we talked to Booking, they told us that the property is the one who makes the choice to provide a refund. Anyone who has had to drive for a significant length of time knows that proper rest is integral to road safety. Since we did not disturb anything within the property, no cleaning service was needed, and the property was immediately available to be relisted and rented to someone else at the same time that we rented. Any property that is so desperate for money that they refuse to refund a client even if the property is not conducive for them to stay should not be allowed to participate in Booking. But that's probably why they add cancelation clauses to their listings. Booking, allowing, participating in, and consigning such poor customer service is also deplorable
RyanA year ago