Holiday error/compensation

[Mumshotel]

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?

Here Is the picture on the advert of the pool

How many apartments in the building?

They are houses not apartments 8 overall. 2 with private pools. 6 share a pool

If the advert states a private pool it, you booked it in the UK and you don't have a private pool that contrivines the consumer act as it is not "as described". You are therefore entitled to a replacement villa or a partial refund.

I would simply email booking.com with the info and say that you would either like to be moved to a place with a private pool, or have a refund. If they are not forthcoming an email back stating that you will do a charge back on your card usually gets them moving.

Thank you jetlag x

Booking.com is very confusing in this regard. When there are multiple options for one site it's tricky to see which photos/facilities are the ones you are booking. I've been caught out by this before.

There wasn't multiple options. Just the option to rent the one property. It'd privately owned.

Make sure you take pictures showing it is not private. I had another issue using booking.com with a mis-described hotel room. They wouldn't refund and I tried my credit card company who wouldn't refund either as I didn't have photo evidence.

You knew the listing was wrong because it was a 3 storey house not a 2 bedroom apartment.
Why did you assume the private pool part was correct.

I mean I also asumed the shower laundry room, kitchen, garden and 2 bedrooms were correct.

As a not very helpful aside, how can you swim in a pool in Spain in May!!!
I can’t bear to get in my mums pool until, at the very earliest, mid to end of June 😝
hope you’re managing to enjoy your holiday despite your understandable disappointment

I’ve had a refund from Booking.com twice. It was an effort but perfectly possible.

I'm with you but it's 37° in some parts of Spain today. That's hot enough for a lot of people.

Ha ha. It's absolutely roasting. 30 degrees

No I wouldn’t be happy. This is a dealbreaker for your holiday, and honestly would ruin it for my teenage daughter if she couldn’t sunbathe and swim. They owe a partial refund at the very least! Good luck.

I once swam in DM's pool at the end of March! She'd just moved in, it was there, and I was damn well using it.
Just not for that long.......

I've also had a good response from booking.com when I've had issue but not when using email.

Calling then directly has always got me a better result than any email/app contact.

tel:+44 20 3320 2624