Book at your own risk Confirmed booking doesn't mean a thing

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m1la's review of Booking.com - www.booking.com

“Book at your own risk Confirmed booking doesn't mean a...”

★☆☆☆☆

written by m1la on 12/08/2014

Reservarion number 356326176. Pin code 6496. We reserved a room for two adults and two children (2 & 13) at the Hotel Oltra in Ankaran, Slovenia for two nights via booking.com. The reservation was confirmed via email. After a long day of travel in the evening we arrived to the hotel in anticipation of finally getting some rest only to find out that they were fully booked. Nobody contacted us by phone or email to let us know that booking.com essentially let us book an already reserved room. The hotel took the initiative and booked us two rooms at a hotel in a nearby town, Koper. Unfortunately, this is the type of the hotel that we would never book ourselves. The condition of the hotel Zusterna that was booked for us without us being aware of the fact is close to dilapidated. My husband and I are repulsed with the condition of the interior of the Hotel and the rooms. Now instead of enjoying our vacation and each other's company we have to suffer through the night here and look for a new place to stay. We are outraged by the hole experience and will never book anything through booking.com again!

Booking.comteam's Response to m1la's Review

Written on: 13/08/2014

Hello,

I'm very sorry to hear about this. In case of overbookings then the hotel is supposed to find an alternative with the same standard as what you had booked. If they aren't able to find one then they must inform Booking.com so that an alternative with the same standard can be found for you. I have found your reservation and will investigate this issue with the hotel.

Regards,
Brian
Booking.com Customer Service Team

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