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Original poster

Holiday error/compensation

67 replies

Mumshotel · 26/05/2025 14:07

I've arrived in spain for a holiday. Booked a house with a private pool via booking.com.
Arrived and it's shared pool with 6 other houses. The advert clearly said on 3 occasions it's private.

my daughter has body confidence issues and now won't get in the pool. Part of the reason for booking private.

I've complained to the management company who accepted that the booking.com advert is wrong. They have stated 'as its a minor error we will send a compensation pack'. We have just returned to the house and there is a basket of fruit and 2 bottles of wine. Would you be happy with this?

OP posts:
Mandylovescandy · 26/05/2025 14:11

No, I wouldn't at all. I would be asking for them to find alternative accomodation

MyCyanReader · 26/05/2025 14:16

It depends on a definition of private pool.

I've stayed at places where "private" means it can only be used by the accommodation linked to it, and members of the public cannot use it (unlike a hotel where people not staying can come and use the pool for a charge).

Do you have a link to the advert? Does it specifically refer to the villa having sole use of the pool?

Is there any reference to other villas in the advert or does it imply this is just one villa on its own?

Original poster
Mumshotel · 26/05/2025 14:18

MyCyanReader · 26/05/2025 14:16

It depends on a definition of private pool.

I've stayed at places where "private" means it can only be used by the accommodation linked to it, and members of the public cannot use it (unlike a hotel where people not staying can come and use the pool for a charge).

Do you have a link to the advert? Does it specifically refer to the villa having sole use of the pool?

Is there any reference to other villas in the advert or does it imply this is just one villa on its own?

Here is some of the advert

Holiday error/compensation
Holiday error/compensation
OP posts:
Motomum23 · 26/05/2025 14:18

No cheap wine and fruit does not compensate for a misleading private pool advert. It should specifically say pool is shared by x number of villas. Complain to booking.com and ask for at least 50% refund if they can't move you to a better property

Motomum23 · 26/05/2025 14:19

Actually just read your picture of the advert.... is it at apartment as opposed to a villa?? I'd expect an apartment to share the pool with the rest of the apartments in tye block... its private for the block of flats effectively.

Original poster
Mumshotel · 26/05/2025 14:21

Motomum23 · 26/05/2025 14:18

No cheap wine and fruit does not compensate for a misleading private pool advert. It should specifically say pool is shared by x number of villas. Complain to booking.com and ask for at least 50% refund if they can't move you to a better property

The home owner does not have alternative accomodion. I've just complained to booking.com they are getting back to me. I just feel bad for my daughter. She's just sitting on her own when we get in the pool. And tbh we aren't using it as much as we would have done if private.

OP posts:
sweetpickle2 · 26/05/2025 14:21

The wording is definitely misleading, but agree with PP I wouldn’t ever expect an apartment to have a private pool.

Original poster
Mumshotel · 26/05/2025 14:22

Motomum23 · 26/05/2025 14:19

Actually just read your picture of the advert.... is it at apartment as opposed to a villa?? I'd expect an apartment to share the pool with the rest of the apartments in tye block... its private for the block of flats effectively.

No it's a house. That's also a mistake. We knew we were booking a house
It's a 3 story house with garden and own front entrance etc.

OP posts:
Tiswa · 26/05/2025 14:22

Good luck getting absolutely anywhere with booking.com

Nousernamesleftatall · 26/05/2025 14:24

How did you know it was a house when it said apartment twice in the listing?

Tacocatgoatcheesepizza · 26/05/2025 14:24

That’s annoying but I agree with pp - the fact that it’s an apartment, presumably in a complex, means that there’s no way it’s going to literally have its own private pool as opposed to a pool that is private to the complex. How could that possibly work? I can see how you might feel the advert is misleading but I imagine that the holiday company would expect people to understand it means private to the group of apartments. If it was a villa then I’d absolutely agree with you.

Edit - cross posted with your update about it being a house. That’s weird then. Is that just not the right advert for where you are actually staying at all?! Do they advertise other houses there as having a private pool?

MyCyanReader · 26/05/2025 14:25

Mumshotel · 26/05/2025 14:18

Here is some of the advert

Show quote history

Ok it does say private pool, but doesn't say the use is just for the one apartment.

It's just not a public pool.

CatsWhiskerz · 26/05/2025 14:26

Booking.com need to find you alternative accommodation. My children are autistic and DD wouldn't tolerate shared facilities either. We had an issue with a different company, different circumstances but we ended up in a huge house because it was all they had in the country at the time with a private pool ((it was mid- August at the time!) which cost over double the original price but they paid it - get on the phone and don't take no for an answer they need to move you

Original poster
Mumshotel · 26/05/2025 14:26

Tacocatgoatcheesepizza · 26/05/2025 14:24

That’s annoying but I agree with pp - the fact that it’s an apartment, presumably in a complex, means that there’s no way it’s going to literally have its own private pool as opposed to a pool that is private to the complex. How could that possibly work? I can see how you might feel the advert is misleading but I imagine that the holiday company would expect people to understand it means private to the group of apartments. If it was a villa then I’d absolutely agree with you.

Edit - cross posted with your update about it being a house. That’s weird then. Is that just not the right advert for where you are actually staying at all?! Do they advertise other houses there as having a private pool?

Edited

Yes. I knew it was a house. It's not an apartment. Its a 3 story house with our own entrance and garden.

OP posts:
goldtaps · 26/05/2025 14:26

There was a program on radio 4 recently where people were complaining about booking.com. One guy booked and turned up to stay in an apartment and which didn’t even exist. Booking.com took no responsibility and it was something on the basis of in the small print of booking.com, you’re contract is actually with the accommodation owner, not booking.com and they’re just the facilitator and therefore took no responsibility.

terrible really, but I wouldn’t be surprised if you get no where with them!

CatsWhiskerz · 26/05/2025 14:28

... oh I also did my research, found an alternative that was a good 50 miles away but as mentioned, the only place in Belgium (where we were holidaying) with a pool, perhaps send 3 places you'd accept and get the management to help sort the issue of the people on the phone don't give you what you need

Original poster
Mumshotel · 26/05/2025 14:30

Nousernamesleftatall · 26/05/2025 14:24

How did you know it was a house when it said apartment twice in the listing?

Because I know the area and houses in the same area road do have private pools
There is one literally next door and one opposite.

OP posts:
Original poster
Mumshotel · 26/05/2025 14:30

CatsWhiskerz · 26/05/2025 14:28

... oh I also did my research, found an alternative that was a good 50 miles away but as mentioned, the only place in Belgium (where we were holidaying) with a pool, perhaps send 3 places you'd accept and get the management to help sort the issue of the people on the phone don't give you what you need

Thank you. Just want my daughter to be happy. The house is actually loveli

OP posts:
MyCyanReader · 26/05/2025 14:31

Mumshotel · 26/05/2025 14:30

Because I know the area and houses in the same area road do have private pools
There is one literally next door and one opposite.

Show quote history

And are they the same price?

I've looked at apartments with sole use of a pool before because of having two kids that cannot swim and wanted to learn, but it was SO expensive!

Original poster
Mumshotel · 26/05/2025 14:33

MyCyanReader · 26/05/2025 14:31

And are they the same price?

I've looked at apartments with sole use of a pool before because of having two kids that cannot swim and wanted to learn, but it was SO expensive!

Show quote history

Oh I don't know. I just know there is because I can see them now. And we have stayed opposite the houses before in a hotel and could see them.

OP posts:
MalcolmMoo · 26/05/2025 14:38

Yeah private pool and apartment would make me think it’s not private. Only private for the apartment block.

If it was a villa then I’d expect it to be fully private.

BallerinaRadio · 26/05/2025 14:44

I don't think I'd expect sole use of a pool in an apartment, it just means it's not a pool that the public can use

Koazy · 26/05/2025 14:48

Booking.com are notorious for their shit customer services. Good luck with getting anything decent from them.

Ihopeyouhavent · 26/05/2025 14:50

Not a chance getting anything out of booking.com, they are awful.

Took me 5months to get a refund on a villa i booked and cancelled.

Original poster
Mumshotel · 26/05/2025 14:52

Oh well looks like I'll be enjoying the fruit. I like the house and it's got a beautiful garden. It's just a bit disappointing for my daughter. I suppose 1st world problems though and all.

OP posts: