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Reviews
1 / 10
Enormously disappointing
Absolutely noting TERRIBLE
Terrible experience, terrible apartment, super disappointing service
As soon as we arrived at Ruben Duplex at around 7:30 p.m., we messaged Planet Costa Dorada on WhatsApp to say we couldn’t stay because the apartment looked nothing like the Booking.com photos. It was old, dirty and damaged. None of the windows and balcony door closed properly, and the strong draft made a terrible noise. On WhatsApp, the agency said it could not refund us and then stopped replying.
The next day, after we contacted them through Booking.com telling that we have videos, Planet Costa Dorada replied that we could leave and would be refunded for the unused nights. We left after one night and left the key on the table.
After our trip, Booking.com told me Planet Costa Dorada would not issue the refund. The agency claimed we had stayed three nights, despite the messages and evidence showing otherwise. Booking.com eventually acknowledged that we had left after one night, but the refund was still not issued.
I am shocked by how Booking.com handled this. The platform had access to the messages and evidence, yet I received contradictory updates and the agency’s false claims appeared to be accepted without any scrutiny. It is deeply disappointing to see Booking.com seemingly support an agency whose listing was misleading and whose treatment of customers was unacceptable.
I am wondering if any monitoring mechanism exist for booking.com customer service and how such claims are handled. I was very busy with personal issues but now on all available platforms I will write about our terrible experience with booking.com and Planet Costa Dorada. I forgot to mention that booking proposed some 70euro compensation while booking another hotel(some limited time offer) but given my experience I will avoid booking via Booking.com by all means and will definitely work with my spanish
lawyer friends to submit a legal claim. This is not about only money but preventing others vacation to be ruined like ours…
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