Good afternoon!
I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again.
I have a problem with my legs and might have a problem with my heart as well. The accommodation can be reached via a very steep road with no footpath. That was not written on booking.com. When I saw that road I
worried how we would get down the hill again on departure day without loosing our suitcases down the steep road. We already had a problem taking the suitcases up that steep road and I had a huge problem walking up that road. My son had to hold on to both suitcases and he had to help me as well because I have a problem walking.
When I asked on booking.com whether the accommodation could be reached by bus from the bus station, as I have problems with my legs, the only answer
I got was that bus no. 3 goes to the area. We were not told where we had to get off. Unfortunately, we arrived at the bus station in Dubrovnik
several hours late due to construction work, heavy traffic and a longer wait at the border between Montenegro and Croatia. We then saw by chance
(when the bus passed) that bus no. 3 stops at 2 different bus stops around the long distance bus station and we had to wait 50 minutes for the next
bus. We were also not informed about the existence of stairs between the accommodation and the bus stop which make access much easier and less
dangerous. There is no light at the stairs. So they can't be used in the dark.
The accommodation told me that there were stairs and slopes everywhere in Dubrovnik. However, we were told by locals that it was nowhere as extreme
as where the accommodation was located. One person in the neighbourhood, that I asked where the place where we had to go was, wished me luck for
the steep ascent.
On the day of arrival, there was a note with my full name on the entrance door to the accommodation, which I find absolutely not OK. They didn't ask
my permission to publish my full name anywhere. I would never have granted such a permission. They only send me a message though booking.com when we
were already on our way by bus and didn’t have an internet connection. When booking an accommodation I have to indicate my real name and I expect
everybody involved in the booking to keep my personal data private. It actually never happened to me before that a host published my name an a
publicly accessible door.
There were no teaspoons and breakfast knives in the room. The fridge was switched off, which we unfortunately did not notice immediately because we
arrived late in the evening and we were very tired. We found out only the next morning and had to actually get the fridge out of the cupboard to plug it it. We had put food in it that needed refrigeration. When I book a
room with a fridge I expect that it works when I arrive.
There is neither a window nor ventilation in the bathroom. It stinks there.
There was no contact with the landlords. They didn't ask to see our ID cards even though in Croatia tourists have to be registered.
I complained booking.com about what happened. We never got an answer to
our complain from booking.com.
I am requesting a refund for the money that we paid for the tourist tax because it seems that they didn’t register us with the local authorities,
for the fridge that was turned off at our arrival, the publishing of my full name on the main door of the structure, the smell of the bathroom,
the lack of cutlery, the lack of information in the description on booking.com that the structure was only reachable by a lot of stairs or a
very steep hill, and for the damage from a ruined vacation.
I want to remind you that I’m a Genius Level 2 member but after the way you dealt with my complains I won’t use your site again because I can’t be
sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure.
I attach all the documents concerning this booking in my possession.
Kind regards,
C. – Manuela Sbriglione
