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Original poster

Royally fucked over by Diamonds Lodge on booking.com and can't contact anyone

162 replies

Gingernaut · 31/08/2023 19:28

I've booked 8 nights in a guest house in York

The pictures were fine and I've had no issues with booking.com before

I've arrived and it's a barely disguised HMO with drunks in the front garden, no reception, no one on site and my room is at the top of the house giving Rising Damp vibes

The hotel website Diamonds Lodge.com redirects to a China tourist page, the email is a Gmail and I can't get hold of anyone.

It is an absolute shit hole and apparently I forfeit the entire fee if I walk.

How do I remedy this

I've tried calling booking.com, but I'm cut off as soon as I speak to someone.

OP posts:
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Flymetothetoon · 31/08/2023 19:31

That sounds really grim. Unfortunately I have no advice other than try book into somewhere nicer and then try to get a refund from booking.com (mis-represented?). Un- mumsnetty hugs 🤗

Gymmum82 · 31/08/2023 19:32

How did you pay? Can you claim it back via your bank/credit card and book in somewhere else?

Original poster
Gingernaut · 31/08/2023 19:44

Debit card.

Finally got through to booking.com who can't get hold of the property owners , I actually cried down the phone to her

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gogomoto · 31/08/2023 19:47

Booking.com will help you if they can, they have sorted things out for me and cancelled future bookings for other customers

TaigaSno · 31/08/2023 19:50

Make sure you take photos of everything, videos as well, to prove the difference between the booking.com page and the reality.
Book into somewhere else for your own sanity. Booking.com have always been helpful when I have queried places in the past.

Original poster
Gingernaut · 31/08/2023 19:51

It's York, during the tourist season

Even the Premier Inn is close to £1k!!

OP posts:
Witchbitch20 · 31/08/2023 19:51

Take photos to have something to show the reality of the place compared to the pictures on the site.

Message/email booking.com so you have something in writing. Say that you are concerned for your safety.

Booking.com have resolved issues for me in the past so I hope the sort this out for you.

TaigaSno · 31/08/2023 19:53

Meant to add, you are more likely to get hold of them quickly using the dispute resolution on their website or in the app. They are an online platform - will have far more staff working in that way than on the phone.

Ohmylovejune · 31/08/2023 19:54

Hopefully as part of dispute process there is a safety option which they will deal.with quicker

Original poster
Gingernaut · 31/08/2023 19:55

All I have is my phone - the website resolution pages are 'off - set' so I can't read the whole page.

I did get through to someone, who commiserated with me, but as the hotel owners didn't respond she couldn't help.

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BaronessBomburst · 31/08/2023 19:56

Booking.com will refund you. We walked out of a hotel last week as it was not as advertised. We've already got the money back.
Just focus on finding something else.
What do you need? MN will start googling for you.

MuttsNutts · 31/08/2023 19:57

Just looked on Trip Advisor and it is ranked 315 of 315 hotels in York.

Have you looked on Airbnb to try and get something for at least a couple of nights until booking.com hopefully help you to get a refund and you can find a hotel?

Tequilamockinbird · 31/08/2023 19:59

Oh no! There's a travelodge just outside of the center of York for £550 for 8 nights (including tonight).

Royally fucked over by Diamonds Lodge on booking.com and can't contact anyone
Auntieobem · 31/08/2023 20:00

In what world is this a picture of a room in York??

Royally fucked over by Diamonds Lodge on booking.com and can't contact anyone
Saschka · 31/08/2023 20:00

Looks, Hotel du Vin York has 3 nights for £387 on booking.com currently (there are other chain hotels with rooms available too, but HdV is bizarrely one of the cheapest).

Just book in there for a night or two until Booking.com sort you out. Then you aren’t wandering the streets.

ElleDeeCB · 31/08/2023 20:02

The YHA in York is safe and clean and you can get a room with a (basic) en suite.

Thoughtful2355 · 31/08/2023 20:02

Just make sure to take lots and lots of evidence and anything they offer you ask for it in writing straight away.

Ohmylovejune · 31/08/2023 20:03

Do you need to be in York? Do you have a car needing parking?

rumnraisinrocks · 31/08/2023 20:05

This airbnb is 6 few miles out of york. £684 for 8 nights https://air.tl/kzxxRg1t

Original poster
Gingernaut · 31/08/2023 20:08

I can't drive.

Thanks for your suggestions.

I have the cash. I will find somewhere tonight.

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Whenwillglorioussummercome · 31/08/2023 20:10

This place is nice, and on a direct bus route from where you are now. Give them a ring and see if they have a room? http://www.bankfieldbedandbreakfast.co.uk/rooms/

Rooms | Bankfield Bed and Breakfast is a luxury B&B near York. Located just outside York in the village of Haxby.

Bedroom 1 Bedroom 2 Bedroom 3

http://www.bankfieldbedandbreakfast.co.uk/rooms/

Original poster
Gingernaut · 31/08/2023 21:10

I'm in the Premier Inn.

All is good, I have Airton and a bathroom that doesn't need bleach.

Diamonds Lodge can keep that.

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Original poster
Gingernaut · 31/08/2023 21:10

Aircon. 'Sake

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wheresmyshoe · 31/08/2023 21:14

It's not glamorous but it's cheap, well maintained and clean so a lot of our company stay at Travelodge Layerthorpe in York. Avoid travelodge micklegate!