I feel frustrated and disappointed that the host’s unreasonable excuse ruined my family trip
Liked N/A
Disliked I booked a stay at Maxine Suites, but halfway on my way to Kuala Lumpur, the host informed me there was a problem with the unit I had booked. The excuse given was that a tenant from China had taken the keys back with them, which I find very unreasonable—surely the host should have spare keys. This situation caused a big problem for me because I was traveling with my big family. If I was traveling alone, it might not have been as difficult, but I specifically booked an apartment for 9 people. It is not easy to find one apartment that can accommodate so many. Instead of resolving the issue, the host told me to cancel the booking myself. I made it clear that I would not cancel because I genuinely needed the unit. The host said if I canceled, I would get a faster full refund, but if they canceled, it could take up to one and a half months. This is unacceptable. Now I want a full refund since I was not able to stay in the unit I booked. This is the second time I have faced such an issue. I really hope Booking.com monitors hosts more strictly to avoid these problems in the future. I also request Booking.com to contact me directly to ensure I receive a full refund.