June 17th 2024.
As they eagerly awaited Scotland's match at the Euros, football fan Rory Bradley and his three friends were excited to explore Germany and experience the tournament. Having spent over £2,000 on accommodation through Booking.com, they were looking forward to a comfortable and hassle-free stay.
Their first place was satisfactory, but their next destination in Düren turned out to be a nightmare. Upon arrival, they were greeted with a chaotic and rundown accommodation that Rory described as "an absolute mess". The beds were makeshift, one even made out of cardboard and held together with duct tape. It was definitely not what they had expected or paid for.
Left with no other option, they contacted Booking.com and requested to be moved. The agent they spoke to arranged alternative accommodation for them in the middle of the night. So, in the wee hours of the morning, Rory and his friends made their way across the city to their new place.
However, their excitement quickly turned into shock and disbelief when they arrived at what Rory can only describe as a "dungeon" straight out of a horror film. As they entered, they were met with an eerie scene of hospital beds and industrial equipment lying around the entrance. And to top it all off, there was an axe present, which only added to the unsettling atmosphere.
Despite the obvious hazards, they decided to explore the rest of the property. As they made their way through, they encountered exposed chemicals, cables, and pipes, along with a generator room and a strong smell of dampness. And to make matters worse, the front door wouldn't even lock properly.
Feeling unsafe and uncomfortable, Rory and his friends immediately contacted Booking.com again. However, after two hours of calls, they were told that they would have to find and pay for a new place themselves, and then invoice the company for reimbursement. This was not an ideal solution, as accommodation prices had skyrocketed due to the ongoing tournament.
As working-class lads, Rory and his friends were not in a position to pay for another hotel. But after some searching, they were able to find a hostel to stay in until they moved on to the next city. However, even this came at double the price of their original booking, which was a financial strain on all of them.
Booking.com expressed their apologies for the experience, stating that it was not their intention for any of their customers to have such a negative experience. They assured Rory that they would look into the matter and provide proper support.
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