Guest house Flat 285 La Suite Rome Booking Not Honored – No Resolution, No Accountability
I had a confirmed reservation through Booking.com for a Luxury Quadruple Room with three separate beds. The booking was fully charged before letting us know the room was not available. Upon arrival at the property (Flat 285 La Suite), I was told that the room was not available.
Instead, they offered two separate rooms with one double bed each, clearly not equivalent or suitable for our group. We declined the offer, as it did not match the original booking.
I contacted Booking.com customer support immediately, expecting help or at least accountability. Unfortunately, the complaint handling was extremely poor, no resolution has been provided, and we are still waiting for a refund for a stay that never happened.
This is completely unacceptable. Booking.com failed to protect us as customers, and the platform seems to allow properties to charge and cancel without consequences. I would not trust Booking.com again based on this experience.
Advice to others: Be cautious. A confirmed and paid booking does not guarantee you will get the room and you may not get your money back either.