We booked an apartment for a family trip to Sheffield for my son’s hockey tournament. On arrival we were met with 2 drug users on the door step and the lobby was not secure so anyone could come in and out of the apartment building at any time. Not secure at all to put a family in. On seeing the apartment we found it was a completely different apartment to what we had booked and was filthy. We were concerned for the welfare of the kids so had to find another accommodation asap! We contacted the apartment owner who admitted that this was not the apartment we booked but would not refund us. We have tried to get a refund through booking.com and they have refused even though we have been told this was not the apartment we booked. They have been so unhelpful and the apartment owner will not refund us and will no longer speak with us. I don’t understand how booking.com can allow people to advertise something they are not delivering and clearly accept this by not refunding us. I will never be using them again we are £180 out of pocket and they don’t care. Awful service. You book through these sites for more security but it’s just a completely different apartment scam!!!
