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Reviews
1 / 10
DO NOT BOOK THIS ACCOMODATION = SCAM
BEWARE: THIS ACCOMODATION IS A SCAM. We did not discover this until arrival at the location to find that the published address was different to the actual property location ( in the same street but not same location) , and we could not access the property. The hosts had not replied to our requests for late checkin-in or to our requests for instructions on arrival about accessing the property etc booking.com priority support could not get replies either and still assured us the booking was "active" and "should" be ok on arrival.
It was 9pm at night on arrival, when we discovered we effectively had no accommodation. We had to wait a further 45 minutes for booking.com to attempt to contact the hosts again in order to trigger a relocation process, by which time everywhere in the resort was closing for the night, Once the relocation process was triggered we were sent a link for alternative accomodation in the area, but there were no properties available - just a blank page. We had to find our own alternatives, an expensive hotel for the first night and the luckily the last airbnb apartment in the area for our remaining nights.
Booking.com agreed to refund the entire original booking cost and fees, although there is still no refund actually received 3 business days later, they assure me it is in progress. But this didn't help with the additional costs of booking alternative accomodation at that time.
At my time of booking there was no evidence of these issues in the reviews and the property showed a rating of 8.9. Revisiting the reviews on the property page I see that this has happened to numerous guests, and booking .com are not pro-actively warning any other guests who have also made bookings.
1 / 10
Hello, This situation is completely unacceptable and requires immediate escalation.
Hello,
This situation is completely unacceptable and requires immediate escalation.
We were left effectively stranded in the middle of France after being informed, at the last minute, that our confirmed accommodation in Ax-les-Thermes was no longer available. The so-called “solution” provided was to relocate us to another country entirely, Andorra, over one and a half hours away from Ax-les-Thermes.
Sending guests across an international border is not a reasonable alternative under any circumstance. It is operationally absurd, logistically disruptive, and demonstrates a complete lack of understanding of what constitutes an acceptable resolution. This is, without exaggeration, the worst possible scenario you could have proposed.
This relocation:
Breaks the geographic purpose of the trip
Adds significant and unplanned travel time
Creates stress, uncertainty, and additional costs
Was presented as the only option, which is unacceptable
We categorically reject this solution.
Given the severity of the failure and how it was handled, we are formally requesting:
A full refund, processed immediately
Additional compensation to cover the replacement accommodation and all resulting expenses
Written confirmation of how this situation was allowed to occur and why such an unreasonable alternative was offered
Offering travel credits capped at €102 does not even begin to address the disruption caused. This is not a minor inconvenience. This is a fundamental service failure.
We expect a prompt response with a clear resolution. Anything less will require us to escalate this further.
Regards,
Evan
Hello,
This situation is completely unacceptable and requires immediate escalation.
We were left effectively stranded in the middle of France after being informed, at the last minute, that our confirmed accommodation in Ax-les-Thermes was no longer available. The so-called “solution” provided was to relocate us to another country entirely, Andorra, over one and a half hours away from Ax-les-Thermes.
Sending guests across an international border is not a reasonable alternative under any circumstance. It is operationally absurd, logistically disruptive, and demonstrates a complete lack of understanding of what constitutes an acceptable resolution. This is, without exaggeration, the worst possible scenario you could have proposed.
This relocation:
Breaks the geographic purpose of the trip
Adds significant and unplanned travel time
Creates stress, uncertainty, and additional costs
Was presented as the only option, which is unacceptable
We categorically reject this solution.
Given the severity of the failure and how it was handled, we are formally requesting:
A full refund, processed immediately
Additional compensation to cover the replacement accommodation and all resulting expenses
Written confirmation of how this situation was allowed to occur and why such an unreasonable alternative was offered
Offering travel credits capped at €102 does not even begin to address the disruption caused. This is not a minor inconvenience. This is a fundamental service failure.
We expect a prompt response with a clear resolution. Anything less will require us to escalate this further.
Regards,
Evan
1 / 10
This is my worst experience ever! The rental does not exist! We were stranded and homeless in the co
Nothing
This is my worst experience ever! The rental does not exist! We were stranded and homeless in the cold. No response at all. No train out and no other places available in that tiny village. You have to survive on your own.
1 / 10
This was a scam.
We needed to contact booking since the apartment did not exist. Booking did a mediocre job to help us so we had to find somewhere else to spend the night.
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