2 Bedroom Flat, City Centre

Nothing. I don’t appreciate being financially scammed or having my time wasted. Booking.com need to verify their hosts more thoroughly and have a protocol for rebooking customers into alternative accommodation when a booking made through their website is not honoured and recoup this money from the original host and not cause their customers to be out of pocket in addition to being inconvenienced.

I booked this property for a theatre show several months in advance. I informed the host of my time of arrival and arrived at the planned time. When I arrived at the property there was no host or concierge to collect the keys from or book us in. I was let into reception by a resident of the building who knew nothing about a rental flat in the building. I called the concierge number listed in the reception - no answer. I called the host’s telephone number listed on booking.com - no answer. I left an answerphone message asking the host to contact me urgently. They have never made contact with me. I sent an email via booking.com which has also never been replied to. I contacted booking.com to advise them of these issues and request that my booking be transferred to another accommodation in the area. I was told that I would have to wait 10 - 12 days for a refund and fund alternative accommodation myself which I found to be appalling customer service. As a consequence, I did not have enough funds to book another hotel so had to use credit to book another accommodation. Due to the delays caused by not being able to check in to this booked accommodation and having to locate and book into another accommodation, with additional hotel, damage deposit and transport costs, my theatre trip and the first evening of a 2 night trip planned and booked months that I was looking forward to was ruined. I sincerely hope that booking.com investigate this host and remove their listing from their property listings to save future customers the distress and inconvenience that I experienced.

The only thing i would say was wrong the door didn't work properly

We loved the apartment, very spacious with a balcony and had all amenities you would need for a short or long stay. Fridge, Freezer, TV and plenty of storage space. If you are looking for an apartment for work or somewhere to lay your head for a weekend away it is perfect! Some teething issues that need to be ironed out but on the whole it suited us for our stay.

Unfortunately when collecting the keys and information for the apartment no one contacted me. I had to call the number on booking.com and then got given 2 more numbers to call to get some information. We then had to collect the keys from a local corner shop which i thought was very unprofessional. We really struggled with opening the door as the key has to be turned the opposite way you would normally. Apartment was clean but really needed some attention to details, cupboards and fridge/freezer were a bit grubby but thankfully we ate out and it was only a base to sleep and get ready. Location was ok about 10 minute walk from the centre.