325 Willow View Drive

Location

Formal Complaint Regarding Villa Booking in Florida Dear Booking.com Customer Service, I am writing to formally raise a complaint regarding the villa we booked in Florida, at a cost of nearly £1,500. Unfortunately, the property and its management company fell far below the standards advertised on your website, and our experience was extremely disappointing. While the villa itself was a reasonable size, it was very poorly maintained and many features did not match the description or photos provided. Upon arrival, we were greeted by overflowing trash and recycling bins, with rubbish scattered across the lawn and driveway (photographic evidence available). Inside, we found heavily stained carpets, dirty skirting boards in the kitchen, and ripped stools around the dining area. Other issues we encountered included: * The pool door was jammed and initially impossible to open. * The kitchen was inadequately equipped, with only six forks, three teaspoons, and unusable saucepans and frying pans due to deep scratches. * None of the remote controls for the televisions were functional. * The upstairs bedroom (room 6) had a broken toilet seat and a broken bed. * There was no telephone in the villa, which forced us to incur extra costs contacting the management company. * Only one sunbed was provided, despite the listing photos showing at least two. * The washing machine did not spin properly, meaning laundry took excessively long to dry. * There was an iron but no ironing board. * On the third day, the child-safety alarm on the pool door began beeping every 40 seconds. Despite three emails requesting assistance, this issue was never resolved during our stay. Although some issues (such as the pool door, remotes, and broken bed) were eventually addressed after we contacted the management company, this cost us both money and valuable holiday time that should not have been lost. A particularly significant issue was the pool.