Booked a place through Booking.com that was honestly uninhabitable. Ceiling was leaking, no hot water, broken shower head, stained carpet and curtains. I took photos of everything.
I contacted the host first. They replied but refused to help or acknowledge the issues, even after I sent photos. Then I contacted Booking.com. They asked for photos, apologized for the condition, and said they’d contact the host. After weeks of chasing, they told me the host never responded and therefore they couldn’t help.
At that point, since neither the host nor Booking.com would resolve it, I raised a credit card chargeback.
Booking.com has now rejected the chargeback, claiming:
The property and service were as described
My complaint was about cleanliness / lighting / location (it wasn’t)
By booking, I agreed to their T&Cs
They’ve basically sided with the host despite the photos clearly showing the issues. I’ve already sent my bank:
The listing photos
My photos of the actual property
All messages with the host and Booking.com
I use Booking.com a lot and can’t believe they’re doubling down like this.
Has anyone dealt with something similar? What’s the best way to push back or proceed from here? Is it just a matter of continuing the chargeback with the bank, or is there another angle I should take?
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