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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.

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Original poster
Gingernaut · 04/09/2023 04:37

Awww, thank you all for all your suggestions

I have been to Leeds and like it a lot, but I'm definitely going to try to explore York as far as I can in the next four days or so

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Original poster
Gingernaut · 05/09/2023 22:24

Been to the Minster, made the mistake of going on the Tower Tour, replied to a message from Diamonds Lodge, thanking me for my custom

Royally fucked over by Diamonds Lodge on booking.com and can't contact anyone
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EwwSprouts · 06/09/2023 23:03

Honest!

It's a short walk from the city centre along the river to Rowntree Park. Millenium Bridge is fashioned so that one side is generous seating. Good for people watching or watching the boats. There was a little ice-cream boat there at the weekend.
Ambiente on Fossgate does great tapas and eating solo there would be comfortable imo.

Original poster
Gingernaut · 07/09/2023 00:17

No issues with finding anywhere to eat - have had some lovely ice cream already, although I've seen the ice cream boat with the life size model cow as well

Tomorrow is my last day and there's still so much to see and do, I am definitely coming up again

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Original poster
Gingernaut · 08/09/2023 20:16

My review on booking.com is awaiting moderation.

I didn't swear honest.

Am I right in thinking, that even if a hotelier says "no refunds", if they don't provide the service or standards offered, then I have redress under the Consumer Act of 2015?

It has an Unfair Terms section, which I think applies.

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Original poster
Gingernaut · 09/09/2023 18:55

I'm messaging Visit York

Need to get an email together to back up my charge back - this may fail as my first day of the claim was 110 days into the 120 day limit, so this will probably put me over the limit

I'm putting together letters for the Consumer Rights Act 2015

Left a review on Google and TripAdvisor, my booking.com review is still pending review by moderators

Still no word from my 'hosts'

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Original poster
Gingernaut · 10/09/2023 00:02

I Google searched some of the images on their websites

They are from all over the Internet, including Premier Inn (direct steal of text from their website) and OYO

So I sent emails to them as well

I may not get my money back, but I hope to throw as big a spanner in their works as possible

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TooBigForMyBoots · 10/09/2023 00:14

Good luck OP.

NinaGM · 10/09/2023 11:31

Gingernaut · 10/09/2023 00:02

I Google searched some of the images on their websites

They are from all over the Internet, including Premier Inn (direct steal of text from their website) and OYO

So I sent emails to them as well

I may not get my money back, but I hope to throw as big a spanner in their works as possible

Well done.

Have you contacted the fire service or health and safety executive?

I was at a conference where, due to over selling, rows of chairs ended on the fire doors, making them unuseable. Fire service informed.

Original poster
Gingernaut · 10/09/2023 16:43

NinaGM · 10/09/2023 11:31

Well done.

Have you contacted the fire service or health and safety executive?

I was at a conference where, due to over selling, rows of chairs ended on the fire doors, making them unuseable. Fire service informed.

Show quote history

H&SE referred me to the local council, I have reported the place to the public protection section of York City Council and North Yorkshire Fire Service and the local council have also asked for my permission to also refer to the NYFS 🙂

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Original poster
Gingernaut · 22/09/2023 23:10

I got my money back from the Visa charge back!!

I fully expected it to be out of time, but the money's in my account

Result!!

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MirandaWest · 22/09/2023 23:14

Excellent!

Scampuss · 22/09/2023 23:16

Brilliant!

Scampuss · 22/09/2023 23:16

Brilliant!

Scampuss · 22/09/2023 23:17

So good I said it twice!

(internet froze so it looked like it hadn't posted)

Original poster
Gingernaut · 22/09/2023 23:30

Aw, shucks. T'weren't nuthin.

Still going to rain all kinds of Hell on them though.

Bastards.

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MidlandCatGirl · 22/09/2023 23:39

Yay that’s excellent news.

wheresmyshoe · 23/09/2023 07:17

Well done @Gingernaut I love that you've fully followed though with this one. From start to finish the whole 'experience' was disgraceful. Very pleased about your refund!

Original poster
Gingernaut · 23/09/2023 09:36

Lessons learned

When buying a long time in advance, use a credit card

Chargebacks on debit cards are time limited

Use TripAdvisor

Positive reviews can be bought

Going away today for an overnight trip - staying at Premier Inn

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EwwSprouts · 23/09/2023 14:42

Glad you have got your money back.

Elderflower14 · 23/09/2023 18:26

This reply has been withdrawn

This message has been withdrawn at the poster's request

Elderflower14 · 23/09/2023 18:27

Wrong thread apologies.

Original poster
Gingernaut · 24/09/2023 11:34

Yeah, found the email and read the small print

My own bank has issued the refund, but should their claim against booking.com be unsuccessful, they'll take the money back again

I'm not out of the woods yet

Royally fucked over by Diamonds Lodge on booking.com and can't contact anyone
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Original poster
Gingernaut · 03/10/2023 13:20

Got a message back from Premier Inn.

Yeah, police. That's an idea

Royally fucked over by Diamonds Lodge on booking.com and can't contact anyone
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TooBigForMyBoots · 03/10/2023 13:40

Loving your work @Gingernaut.🙌