’m writing to report a serious issue with a recent booking. The property looked nothing like the photos advertised. It was moldy, dirty, and not a real hotel, as listed. The conditions were completely unacceptable, and we could not stay.
When I said I needed to report the situation and take a video, the staff took away our keycard and claimed we had checked out, refusing to let us stay overnight. This happened around 9 PM, leaving us without a place to sleep.
I called your customer support line and was told to report the issue on the platform.
This experience was misleading, unsafe, and extremely distressing. I’m requesting a full refund, an investigation into the listing, and review of the property to prevent future incidents.