I had a truly shocking experience with Booking.com regarding my reservation for accommdation on 13 January, 2025.
When I arrived, the property was completely uninhabitable — no lights, no beds, no furniture, just a large pile of garbage. The place was pitch dark and frightening, clearly abandoned and absolutely unfit for any guests.
Later, on February 2, 2025, Booking.com informed me that the property was “no longer participating in their service.”
While this was officially marked weeks later, the condition I witnessed on January 13 clearly showed that the property was already neglected, unavailable, and non-functional at the time of my arrival.
I arrived late that night due to traffic, and Booking.com refused to refund me, citing “late check-in” as the reason.
This explanation is completely illogical — my late arrival does not excuse the fact that the accommodation was abandoned, unsafe, and uninhabitable.
I paid through Booking.com, which means they had the responsibility to ensure the property was legitimate and ready to host guests. I have asked multiple times what responsibility Booking.com takes in this situation, and all I’ve received is:
“That’s our policy.”
Booking.com failed to verify the condition and availability of the listing, and then refused to take accountability when the property turned out to be a disaster.
I am extremely disappointed, and I no longer trust Booking.com to protect customers from fraudulent or abandoned properties.