So I booked a room in this hotel in Granada, Spain through booking.com for 1 night but a few days later decided to book another night. Both rooms were for me, my wife and our 1.5 year old son. We came from Sevilla by bus, however, when we arrived at this hoterl, nobody was there at the reception. Looking up the hotel's webpage on booking.com and reading the reviews, it looked like one has to call the owner of the hotel for instructions on how to get the key to the room, which I then did. However, many calls over an hour remained unanswered and so because I was not able to reach anybody, I went ahead and booked a different hotel. Again, there was nobody at the reception when we arrived and we could not reach anybody over the phone. This is in accordance with other people's experience at this hotel. See here for yourself: https://www.booking.com/hotel/es/hostal-azahar-granada.en-gb.html#tab-main
Now, I don't see why we should wait more than an hour to wait for somebody to call us back so we can check into our room. We paid 58EUR for these 2 nights and tried to check in during normal check in hours. I think the hotel has an obligation to be available during their check in hours. We were exhausted from our trip and wanted to finally relax. I reached out to booking.com about this problem and the only thing that came out was that they contacted the hotel. Here is what booking.com told me: "They informed us that they did have rooms available up until the close of check in at 21.00 on 29th May and as we didn't have contact from you until after your scheduled stay we are unfortunately unable to dispute this." I do not challenge that they had rooms available that night. My problem is that we were not able to check in because there was nobody at the hotel. So I escalated this problem on Paypal but they turned out to be total morons.
They decided in the seller's favor with this explanation: " Your seller has provided shipment tracking information in response to your claim. We used the shipping company's online tracking service and found that it confirms delivery of the merchandise. As a result, this case has been closed." Are you kidding me? At no point did I say anything about merchandise. How did you get a tracking number for a hotel booking? This is ridiculous on so many levels. I just started an appeal because I want my money back. And I will. With or without you Paypal.
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