Dream Villa Turns Nightmare: Booking.com Customer's Shocking Experience

Rebecca booked a house on Booking.com for a bachelorette party. Upon arrival, they were met with a dirty, unkempt house full of junk. However, they received no refund.

The photos on Booking.com depicted it as a dream residence outside Stockholm.

A large villa with a sunny terrace and plenty of space for the entire bachelorette group of 15 people.

But once there, Rebecca Wicklén and her friends were almost in shock.

– It felt like we arrived at a drug den. Before we even went inside, we all paused and said, “Are we at the right house?” And we hadn't even opened the door yet. Then we went in, and we all thought, “We can't stay here.”

Broken Furniture and Dirt

Rebecca describes a rundown house, full of broken furniture, dirty floors, and yellowed mattresses.

– Not even with sheets could I sleep in that bed, says Rebecca.

After taking a tour of the house, Rebecca immediately contacted Booking.com and then the homeowner. But she did not receive the understanding she had hoped for.

– The owner said it was a “shabby chic” style in the house. And Booking.com replied that it was up to the owner, says Rebecca.

Quickly Left the Place

They left the house and had to find another solution for the weekend.

In hindsight, the bachelorette group found reviews of the house, even on other sites, which they had not seen before booking the accommodation. Similar experiences are shared there, with customers describing the home as broken, dirty, and dingy. Someone describes the accommodation as a “scam.”

Booking.com writes in an email that it is up to the accommodation to decide whether a dissatisfied customer should get any money back – even if the booking is made on their website.

“Before a customer books accommodation, there are several things they can check to ensure the accommodation is right for them. This includes both reviews and overall accommodation ratings, which are based on customer reviews. It is the hotel's responsibility to ensure the stay meets expectations,” they write and continue:

“Never Again”

“The hotel also has the responsibility to decide if a refund should be given when a customer is dissatisfied, and even though we have forwarded the customer's case, the accommodation has unfortunately chosen not to grant any refund in this case.”

Rebecca is disappointed with Booking.com.

– I will never use them again. When I'm done with this, I will delete my account and say “we'll never see each other again,” she says and continues:

– The worst part is not that we don't get any compensation, but that Booking.com allows this ad to remain.