Booked an apartment via Booking.com in Italy – undisclosed locked room inside apartment, no support, almost no refund
I booked “COMO LAKE VIEW Jasmin's Family House” in Italy via Booking.com and discovered after arrival that there was a locked room inside the apartment which was not mentioned anywhere in the listing.
It was completely unclear what was behind the door or whether access by third parties was possible. My child became frightened and we decided to leave immediately.
The host later confirmed in writing that the locked door leads to a basement/storage area beneath the apartment.
Despite this, the host refused any meaningful refund and referred me to legal action in Italy. Booking.com has also failed to provide any meaningful response so far and offered only €73.35 compensation despite a payment of €586.80.
Has anyone experienced similar issues with Booking.com support?