Grand Asia Afrika 2BR-D16

This was a very bad stay.

This room was replaced with a different unit, as we are informed that the room is under renovation. So we had to accept it as we were informed the last minute and we thought the replaced room was okay. But then when we checked in, the room was very dirty and smelly; the sofa was broken; and the bed was smelly and dirty. The sink was full of waste. The room is very uncomfortable and not suitable for people to stay in, as we paid a big price for it. Moreover, we had to book a new place to stay and move out right away. This is the most unfortunate experience we ever had since booking a stay with Booking.com. I would never recommend anyone to book a stay with this owner. The owner was giving a very bad service and was not responsible. I was messaging and calling the owner but was not replied to that night, which I was complaining and informed that we checked out right after and we are asking for a FULL refund. When we are moving out of that room, we are about to pass out the key to the security, but they cannot accept it. Also, I contacted the key delivery guy, and he also asked to wait for confirmation from the owner, who was not replying the whole night. Then the next morning, when we already went on our tour trip, the owner replied. He said to return the key to the apartment, but as we are not near the apartment and were on a tour trip, I said that we couldn’t return the key. Then he replied that it must be sent by 12pm; if not, the cancellation refund couldn’t be processed. He replied in a bad service manner, no apology, and no tolerations. Later that night at 9 p.m., we returned the key to the delivery key guy. We were begging for a full refund, but nothing was taken. Until now, the owner didn’t reply to any of my messages, and it was a very bad experience for me. It should be a good trip, but because of this happen with Booking.com, it was a nightmare trip. I would like to ask for help with booking.