Good afternoon,
On the evening of 13th April 2024, we booked one night in one of your apartments in the center of Antwerp (9 Lange Beeldekensstraat, Antwerpen Centrum). We paid 413€ for the night before city taxes (26.73€), using Booking.com (confirmation: 4271030827).
Upon arrival, we discovered that the status of the apartment was completely different as the one shown on the Booking.com dedicated website and were disgusted by the status of the building (urine in the building hallways, construction debris, lack of pillows, unclean bathroom, non-existent kitchen, smell in all rooms, unclean sheets, among others). Please see the attached pictures.
For this reason, on the same evening, we came to your office to ask for a full refund. Having spoken to one intern of yours, we were assured that refund will be received in the next days. We returned the keys and after our staying in Antwerp we returned to Brussels on the same night.
It has been over a month now, and we did not receive full compensation via bank transfer (413€ plus 3€ per person for city taxes paid in cash). Booking.com informed us that you are refusing to pay for the refund.
This is simply unacceptable. Please amend this behavior immediately by refunding us the total sum of 413€ and 26.73€ for city taxes = 439.73€.
Chaim
