“I’m extremely disappointed with our recent accommodation booked through Booking.com. Unfortunately,”

I am writing to formally lodge a complaint regarding our recent stay at Bonrepo 105 Molenmeer, Brugge, booked via Booking.com for R10,000 (South African Rand). Our reservation was from Saturday, 21 June to Monday, 23 June, with a scheduled check-in at 5 PM. Upon arrival, we were appalled to find the apartment in a completely unacceptable and unhygienic condition. The issues included, but were not limited to: Beds not made No linen or towels provided Absence of basic essentials: broom, toilet paper, dishcloths, dishwashing liquid No kettle or facilities to make coffee or tea Heavily stained duvets and pillows The apartment had no means for making coffee or tea — there was no kettle, toaster, stovetop, or microwave. Effectively, the fee per night was for an empty shell. TV screen is cracked on the side Rubbish from previous guests left on the table Dirty floors, shower full of hair, broken toilet seat We made repeated efforts to contact the host, the property manager (Huswell Managing Group), and Booking.com, but our calls and messages were either ignored or declined. To further compound our frustration, we encountered significant difficulty accessing the apartment using the TIDY app, which proved unclear and unreliable. As a result, we were effectively stranded for the weekend during a major event in Brugge (the Triathlon), with no alternative accommodation available due to full bookings across the area. We have taken extensive photographic evidence of the property's condition upon arrival and again before we departed — after we did our best to leave the apartment in a cleaner state than we found it. This experience was far below the standards we expect from Booking.com and its listed properties. Therefore, I am requesting the following: 1. A full refund of R10,000 2. A formal apology from Booking.com and assurance that this property is being thoroughly reviewed 3. Confirmation that this complaint has been escalated to the Huswell Managing Group

“Nice location, decent place, stressful with Huswell’s and the owner’s incompetence and insolence”

The location is great

The property is nice, clean in good location.

“Great value for its money”

Very clean and cozy flat in a nice quiet area not far from the center.