My Nonprofit Reviews

We booked 6 nights at the House on the Hill in Frome UK through Booking.com. Great reviews and it looked good in the photos. When we arrived there was a strong musty/ mildewy odor. We contacted the owner and he indicated the roof had leaked by the slider in the bedroom. He offered to have the housekeeper come and re-clean and verify the odor. She came and agreed with the odor and indicated the roof had been leaking for about a year and that she had repeatedly told the owner that it needed to be fixed. We had indicated to the owner that since it was later in the day we would stay the one night and leave in the morning. We also requested a refund for the remaining five nights with no commitment.
We took photos which documented peeling paint and plaster and what appeared to be black mold in several locations. When we returned home we contacted the owner and offered to send the photos and again requested a refund. As we received no response we contacted Booking.com and initiated a complaint. Over three months we went from no refund, 50, 100 then 150 pounds, last offer, which wasn't close to the refund we requested. We then contacted Christopher and he contacted them. A few days later I received another email from Booking.com requesting me to contact them. We went through it all again and they indicated the 150 pounds, or maybe a little more, was the best they could do. I indicated that was inappropriate due to the condition of the property. I also indicated that I would pursue it further with their senior management. Miraculously I received an email the next day indicating they agreed to the refund I had requested. I believe this was mainly due to Christopher's contact and knowing I wouldn't go away.