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.
When we arrived, there was no one there to meet us, and we didn't know how to get into the accommodation we had booked. After a while, a girl came out of a door next door and called her brother to tell him we had arrived.
When I book an apartment with a fridge and a freezer on the photos, I expect them to be empty and not have any broken parts. The freezer was filled with undefined food. The expiry dates on the boxes had passed a long time ago. The part in the door of the fridge where one should put the bottles was broken so that we couldn’t put open bottles there. The door under the sink didn't close well.
They sent me messages in Bosnian even though I don't speak Bosnian and always wrote to them in English. That's not OK especially when they write on their profile that they speak English.
We paid Euro 4,08 for the city tax even though they never asked for our documents. I don't know how one can register the tourists without having the data of their documents.
There are 2 high steps to enter the house on the ground floor even though there is another door facing the internal court without any steps (I have a problem with my leg). They put their laundry up to try in front of that door and window.
There is a bad smell in the apartment.
When I asked them for a map of Mostar they told me to go to a copy shop and get it printed there without telling me where to find one. We only found coffee shops when we went outside to explore the city.
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 freezer filled with undefined expired food, the damaged door of the fridge, the laundry in front of our window, the steps at the entry door that were not indicated in the description of the structure on booking.com, the lack of assistance, 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 dealed 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.
Kind regards,
C. – Manuela Sbriglione
