Hotel dangerous, filthy, blood on the walls. PayPal don't car. Help please

[sherryberry]

My daughter paid £500 for a hotel that was dangerous, filthy, had blood on the walls and shower. No food, builders in ripping the floor and walls apart, no pool, no gym (I booked to eat, swim and relax) PayPal don't care. Help please. I left after one night. I booked for 5. The booking actually wrote. Full refund for any unused nights if you unhappy 😞

[kernowlass]

@sherryberry 

Did you open a dispute?

Which dispute did you open?

Did you escalate to a claim?

Did paypal decline you or did the dispute time out at 20 days post opening?

How did you fund the paypal payment to the merchant?

[sherryberry]

Thank you for writing to me.v Here are the answers to your question:- Did you open a dispute? Yes, via an agent in the PayPal customer service team, she opened it on my behalf after discussing the issue with her. She said I was eligible for buyer protection as the service was significantly not as described. Which dispute did you open? As above. Did you escalate to a claim? I was unable to do anything as... Did paypal decline you or did the dispute time out at 20 days post opening? PayPal declined the case within a couple of days of opening it siting ineligible for buyer protection. They state the only way I can escalate is if there are significant changes to the claim / facts to add, which there aren’t. Furthermore I sent a complaint to PayPal regarding their poor handling of my case on 3rd Jan 2024 to which I have received no response whatsoever. How did you fund the paypal payment to the merchant? Via DD from my regular bank account Thank you again

[kernowlass · Accepted solution]

@sherryberry 

Services have to be ''significantly'' other than as described, so you booked a room and received a room, paypal don't get involved in 'quality' issues unfortunately so that could have been why you were declined.

Secondly paypal does not cover ''real estate'' which is property issues so again another reason for the decline.

All I can suggest is always use a credit card to fund paypal so you have the chance of a chargeback if you are not covered by paypal.

If the hotel is in the UK then I am sure you have a case for the small claims court? 

[sherryberry]

Thank you very much for all your help. This makes complete sense now and small claims it is 👌🙏💐