THE LAGOON WATER CHALET

Subject: Request for Full Refund – Uninhabitable & Unsafe Property (Confirmation 6286722291) Dear Booking.com Customer Support, I am writing to formally lodge a complaint and request a full refund for a recent stay in Langkawi booked through your platform. Booking confirmation reference: 6286722291 The property was completely unsuitable, unhygienic, and unsafe—particularly for a family travelling with a baby. Upon arrival, the rooms were filthy and uninhabitable, with visible mould throughout, cobwebs, and generally poor cleanliness. The bed sheets and towels were heavily stained, visibly old, and unhygienic, which immediately raised serious concerns about sanitation and health. The air-conditioning units were mouldy, foul-smelling, and in one room not functioning at all. We specifically booked and paid for two rooms with baths and family-suitable amenities, including a cot for our baby. On arrival, we were told these rooms were no longer available despite having been paid for in full. A cot could not be provided, and as a result our baby fell from the bed and hit his head, which was extremely distressing and completely unacceptable. After raising this with staff, we were eventually moved to another room with a bath; however, this room was equally filthy, mould-affected, and unsafe. The property itself appears to be in a state of disrepair and, in my view, should not be advertised as suitable for families. We paid in full but were forced to leave after just one night due to the conditions. The on-site staff were apologetic and acknowledged the poor state of the rooms. Following the stay, I developed multiple bites across my lower body, which I now strongly believe are bed bug bites, given their pattern and extent. Photos are attached for reference.

Subject: Request for Full Refund – Uninhabitable & Unsafe Property (Confirmation 6286722291) Dear Booking.com Customer Support, I am writing to formally lodge a complaint and request a full refund for a recent stay in Langkawi booked through your platform. Booking confirmation reference: 6286722291 The property was completely unsuitable, unhygienic, and unsafe—particularly for a family travelling with a baby. Upon arrival, the rooms were filthy and uninhabitable, with visible mould throughout, cobwebs, and generally poor cleanliness. The bed sheets and towels were heavily stained, visibly old, and unhygienic, which immediately raised serious concerns about sanitation and health. The air-conditioning units were mouldy, foul-smelling, and in one room not functioning at all. We specifically booked and paid for two rooms with baths and family-suitable amenities, including a cot for our baby. On arrival, we were told these rooms were no longer available despite having been paid for in full. A cot could not be provided, and as a result our baby fell from the bed and hit his head, which was extremely distressing and completely unacceptable. After raising this with staff, we were eventually moved to another room with a bath; however, this room was equally filthy, mould-affected, and unsafe. The property itself appears to be in a state of disrepair and, in my view, should not be advertised as suitable for families. We paid in full but were forced to leave after just one night due to the conditions. The on-site staff were apologetic and acknowledged the poor state of the rooms. Following the stay, I developed multiple bites across my lower body, which I now strongly believe are bed bug bites, given their pattern and extent. Photos are attached for reference.

Good

Good

Calm

Is not sécurise first second the staff i wait 1 hours to do check in

The view was amazing and our room decoration is good as requested

There were cockroach all over the room The curtain was torn No socket in the room. need to charge phone and iron in the kitchen The surface of the bathtub is very slippery There is 'sawang' in the bathroom No buggy throughout my stayed. and our room is very far because our room is at the end

We didn’t get Wifi in the room, no Food available

We didn’t get Wifi in the room, no Food available

Ooooooold one

Nothing

Nothing

No WiFi No food Poor service from staff Far away from anything Room very old and run down