Booking.com - Fake Hotel Listing

I have made a reservation through booking.com for Vagator Beach Resort for * nights however after reaching the location at * pm IST on **th Nov I realised that there is no property with this name at the location shown in booking.com

I am travelling with * of my kids for this vacation and this was a terrible situation for me because of lack of due diligence from booking.com. I called up booking.com for a resolution for the same and one of their executive provided me an alternate place which is South Delhi Restaurant and bar. I booked this place in a hurry because it was late at night and my kids were really tired after this whole fiasco. However after reaching the hotel when I went and looked at the property the rooms were filthy and there were no amenities in the hotel. I was told that the relocation hotel will be provided with the same amenities however the relocation hotel that was provided was not comparable at all, therefore I called up their customer service again and requested another hotel. This is another lack of due diligence by booking.com to make sure to find the property which is comparable in terms of amenities

The new representative suggested me Blu Resort Hotel and told me that you can book this property but we will not provide any differential refund because you didn't stay at South Delhi Restaurant and bar. When you are at fault u cannot decide where I and my family can stay. I can't stay at filthy places because of the mess up done by your team. I booked both the hotels ( Blu resort and South Delhi Restaurant) however after hearing this I have to cancel both the bookings. South Delhi Restaurant have also charged a cancellation fee of ****


By the time this all happened it was around ** pm at night and my kids were really exhausted and then I had to make a direct booking at Blu resort.


After my kids got settled I called up booking.com again and told the entire history which I wrote above, one of your executive , patiently listened to me and then requested time to talk to his senior. After putting me on hold for ** mins he told me that he is really sorry for thr inconvenience caused and he said that you stay at the property and after that you send us the invoice at the same email address and we will refund the differential amount . I also spoke to him about how Vagator Beach Resort guy reached out to me and asked me **** rs for the confirmation of my reservation. Which I have to pay him in order to make sure that the reservation is not cancelled by the hotel. Booking.com.executive told me to share the screenshot of the payment and our backend team will make sure this amount is refunded to me. He also informed me that he will send email to South Delhi Restaurant and request a refund of **** rs and will keep me updated for the same. I asked him to send all these confirmation over email and he said he will send but after that due to network issues the call got disconnected.

I called up again and this time call got connected to a new representative but I requested that if I can talk to the same person I was talking to but she mentioned that the person I was talking to is no longer available to take calls . She requested time to read the history and put me on hold for around ** mins and after that she told me that we cannot provide any differential refund as I didn't stay at South Delhi Restaurant, which was a filthy place as per me and the amenities were also not comparable for what you advertised for vagator beach and resort.Now I have few questions


*) Who is responsible for this entire mess, whether booking.com shouldn't have done a due diligence before onboarding a property on your platform


*) Who has the responsibility of ensuring the relocation property is comparable and have the similar amenities if not more? Did your team follow that while providing relocation property (South Delhi Bar and restaurant)

*) Do u expect the customer to call you and wait for hours to get the relocation property even at the discomfort of their family members? I spoke to * of your executive to nearly *.* hours to solve this issue however it is still unresolved

*) Why there is a difference in communication when one person is saying u send us invoice and we will refund the differential amount and the other person is saying we will not refund the amount? What is the position of booking.com in this case and whether I will get refund of differential amount?

*)Who will refund **** charged by Vagator beach resort because u shared my number with the fraudulent person? And the **** cancellation fee charged by South Delhi Restaurant and resort as cancellation fee?