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Complaint against booking.com
Booked a double room through booking.com in Eden Plaza Kensington. Upon arrival we were given a room that was not suited for two people, the bed was small, did not fit two people. The room was so small that it was not possible to even sit behind a table because the bed is so close to it that there is no place to fit a chair in between. When going down to the reception and requesting the room that we (based on pictures and the size of the room provided on booking) were entitled to, we were told that there are small double rooms which resemble a single room but are in fact a double standard room. I went to the booking website in order to show the receptionist the evidence that the room he gave me is a single room and i showed him pictures of a double room on booking(the one I initially booked) and he still continued to say that the pictures don't have to resemble the rooms. I asked to speak to the manager, but was told he can be contacted only because of grave emergencies and therefore i am not able to get a refund. It is absolutely unprofessional from a website such as booking to falsely advertise the rooms that the hotel sells to customers. I have all the proof that clearly shows fall advertisement and I demad to be refunded because I did not book a room in order to be put in a closet space room.
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