Organising a holiday for a large group can be a daunting task, and for Sarah and her friends, their recent experience in Portugal serves as a cautionary tale. After spending twelve months planning a getaway that promised relaxation and memorable moments, their dream quickly turned into a nightmare upon arrival at their villa.

The group of 20 had booked the property through Booking.com, selecting it for its ample space, pool, and jacuzzi. The villa was advertised for €2,700 (£2,274) for a three-night stay, an amount they felt justified given the amenities and the potential for fun-filled days revolving around barbecues and a private chef. However, despite some mixed reviews, Sarah believed the villa would meet their needs due to the glowing images and descriptions on the booking platform.

Upon arrival on a sunny Friday, they were greeted not by a welcoming host but rather a chaotic situation managed by the host’s teenage children. This initial disarray foreshadowed the troubles that lay ahead. The villa was in a state of disrepair: musty odours and visible signs of neglect were immediately apparent. Problems such as a non-flushing toilet and unkempt outdoor areas hinted at deeper issues. As night fell, the extent of their plight became clear. Inadequate living conditions included an outbuilding assigned to some guests that was not part of the booking, damp sheets, and alarming infestations of ants and slugs. The presence of mould on crucial items, including a baby’s highchair and communal chopping boards, raised serious health concerns.

Sarah’s disappointment deepened as she realised the pictures on Booking.com seemed outdated, possibly taken years ago. She voiced her concerns, stating that “the photos were clearly from 2 or 3 years” ago, strikingly different from the reality they faced. The host, who resides primarily in Paris, appeared oblivious to the villa’s deteriorating condition and the distress experienced by her guests.

Faced with such unacceptable circumstances, the group decided the only course of action was to abandon the villa after just one night. They incurred a significant additional expense of €2,600 to secure alternative accommodation for the remaining two nights. Unfortunately, they encountered further challenges when the original host asserted they had damaged her property, denying any refund and insisting on an early checkout. Their efforts to reclaim their losses from Booking.com proved only partially successful, with an initial refund of just over €500—merely a fraction of their total expenditure.

In a statement to the press, a representative from Booking.com noted that, although the property had a history of successful stays, they regretted the group’s dissatisfaction. Sarah echoed frustrations felt by many customers, expressing a desire for more stringent vetting processes to ensure accommodations meet their advertised standards.

Booking.com’s response revealed that it views itself as an intermediary, suggesting that users should address complaints directly with property managers. While they offered a minor supplemental refund, the family remains out of pocket and grapples with doubts about whether the refund will materialise as cash or Booking.com credit.

This incident also sheds light on broader issues within the online booking industry. Many customers face similar challenges, from uncommunicative hosts to vague refund policies, putting pressure on the responsibility of platforms like Booking.com to enhance their vetting processes. As Sarah and her friends reflect on their ordeal, they find solace in the memories they’ve created despite the tensions of planning their trip. Nevertheless, the experience has significantly deterred their willingness to use Booking.com in the future, highlighting a need for systemic improvements in the service.

📌 Reference Map:

Source: Noah Wire Services