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.
They cancelled our booking when we were already on our way to Split and didn't have any internet access or working mobile phones.
When I wanted to cancel my booking the day (evening) before and book something else because they told me that they are on the 4th floor and due to a disability I can do stairs only up to the 1st floor, they told me that I would have to pay them anyway - or 50 % on they account or 100% through booking.com. Since we can't loose all that money we told them that we would come. Otherwise I would have booked a different hostel already that evening. When we arrived they left us standing in the street without any assistance. I had to go to the bathroom and also prepare some food because I had to take my life-saving medicine.
When I asked for help in the neighbourhood he told the lady that was helping me that he had chatted with me on WhatsApp. That was a clear lie. We are not on WhatsApp and never were registered with that messenger.
Also it was not OK the way he talked to me on the phone or what he wrote to me because he didn’t consider the problems I have due to my disability (I had a few strokes in the past). We had a regular reservation at his place. He also told me that he cancelled our booking with booking.com. When I logged into my account in the afternoon the booking was still active. Booking.com informed me the next day that our accommodation was cancelled and they would reimburse us up to 18 Euro for a stay in a different accommodation. They only sent us the link to ask for reimbursement the day we checked out. I have 2 first names but the hostel we stayed in only wrote my first first name on the receipt. So initially booking.com refused to reimburse me. The tourist tax was included in the price indicated on booking.com.
I am requesting a refund for the fact that the structure we had booked in advanced refused to host us and left us standing out in the street when I had to eat something in order to take my life-saving medicine, 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
