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

[Gingernaut]

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.

Ooh I’m so invested! Come on op

Glad you are following through!! My friend had a similar experience here in Bath and I ended up putting her up for a night (3 of them)

Received this morning

On to Action Fraud

Good news. Well done OP

Good stuff @Gingernaut.🙂

Brilliant news!

Well done. But what does their last sentence mean? It doesn't make sense to me.

It didn't apply to me, but they refund any losses due to overdraft charges caused by the 'questioned payment'

Now.

I've had my payment refunded, what's next?

Can I go through the small claims system for the difference between the cost of the booking and the cost of the Premier Inn?

Do I go to Action Fraud?

I'm not sure you can claim the difference because they did technically have a room for you (despite the misrepresentation) the health and safety aspect is not something you can claim against except through the small claims court against the establishment. My parents have had a vaguely similar situation and they got a refund on the original cost but not the difference. In fairness to booking.com they have been scammed too, it's not something they want anymore than their customers, fraudsters ruin things for both sides. We all like the convenience of booking sites but they don't inspect the places, they do take them off if customers complain though so always let them know if you experience unreasonable situations. I always check Tripadvisor, google and booking.com reviews before booking

Yeah, that's what I thought

Action Fraud it is then....

I just thought I would add - I had a bad experience with a place booked on booking.com as well.
It was filthy and unsafe with live electrical wires in some places, heating did not work upstairs (but there was an electric radiator left), and broken furniture.
I complained to the host - apparently it was just an agent I was communicating with.
I therefore escalated to booking.com - they took a fortnight to respond, and apologised for missing the first complaint.
The host has not replied to booking.com, but the place has really mixed reviews. It turns out there are two adjoining properties on the same listing - one is lovely and gets good reviews, one is poor and gets poor reviews. That said there seems to be some overly gushing reviews....
So booking.com have not replied. I have a 10% refund of the cost.
I have just chased it up again.