Booking.com refund refusal

[Nevercan]

I booked a property via booking.com which when we arrived turned out to be dirty, disgusting and basically occupied by students who had moved their belongings into the floor. I rang booking.com as the 6 of us refused to stay there and they told me submit photos which I did. We found alternative accommodation. However now we are back they are offering me 78 euros when we paid 780 euros and they are telling me this is the max compensation they can offer me as the property are refusing to refund the money. I feel this is false advertising and the photos on their site look nothing like the property turned out to be and I think I should get a full refund. Can anyone advise me? Is this correct there is a max compensation? Why can't they provide a full refund or force the property to give one based on the evidence I have submitted? What do I do if customers services refuse to budge? Thanks

Check your terms and conditions of booking.com, I think your contract is with the property, in which case it is them you need to speak to. You can contact Citizens Advice Consumer service on 03454040506 and get some free consumer advice.

Your contract is indeed with the property, not booking.com. They simply act as an intermediary. They do not have any ability to force the property to give you a refund. They could refuse to allow the property to advertise on their site but there are no other sanctions available to them. If you want to take this further you will have to take action against the property.

Can you reverse the charge? If you paid on a credit card your issuer can refund it for you, that's why you shouldn't ever pay a large sum on a debit card. I'd be calling them to reverse it and sending a strongly worded email to the property.

Thanks everyone. I did pay on my credit card so I will contact them. Booking.com have asked the property for a refund but they refuse as they don't think there is anything wrong with it. My photos prove otherwise. I don't understand how I can get my money back from the property if they are fraudulent and don't agree? Thanks

I will also contact citizens advice thanks

Does anyone know how I go about taking action against the property which is in Ghent in Belgium? Thanks

As you paid by credit card I would concentrate on that rather than trying to take action against the owners of the property. Easier, cheaper and more likely to get the result you want. Your credit card provider can refund you regardless of whether or not the owners of the property agree.

Ok thank you very much I will do that

I agree with other posters, I'd definitely focus on the credit card route. I think it's called a chargeback. I have unfortunately had to ask for my credit card providers help for a couple of issues in the last few years. It's been handled quickly after sending in evidence and I've had money back.

Thanks BammBamm

If i accept the 78 euros from booking.com - would that prevent my claim via my credit card from going through does anyone know? Thanks

You need to speak to your credit card provider. Only they can tell you that.