Mijn Klacht:

Dear Booking.com and mister or misses Heval,

Recently we’ve booked the Apartment you offer for rent via Booking.com, the Apartment at Hauptstrasse 113-115 Berlin. Reservation number Xxxxx.

We arrived around 16:00 o clock at the apartment, after some seeking we’ll found the entrance and after a few minutes your colleague Nicole was waiting for us.

At first we heard that there was no Payment for the apartment and must pay in front before we could entrance the apartment. After some checks we noticed that there has not been any communication with us from Booking or Hevals to pay an amount. We’ll also think this is strange because Booking.com does everything with my registered Credit card.! Former reservations by us all payed with Credit card. We paid at Nicole of Hevals and got the keys and codes for the apartment.

Once in the apartment we noticed that a lot of thing were not right.

First we unpacked our stuff and parked the cars. Nicole was still in the building, we asked her some things we noticed but at most of our questions she had no answer.! We are not blaming her, she did what she could at that moment.

Further in this document we’ll specify the things we noticed. Some things were photographed by us to make a point at Booking.com and mister or misses Heval.!

What do we ask: 1. We will not pay the cleaning cost at leaving on Wednesday. 2. We are not satisfied with the apartment we rented and would like a refund of the paid rent. 3. We aspect an extra rebate offer for not having the best autumn holiday in Berlin.
Findings:
1. At all bedrooms including the main living room there were NO curtains which we could use. The is VERY irritating is you want a long in the morning or put the little kids to bed in the afternoon. Not one of the curtains is covering the window.!
2. The appearance with the curtains in front of the window made the apartment look like a ruin.!!! Anyway NOT SUITEBLE for rent as Holiday Apartment.!!!
3. The couch in the living room were full of stains, origin unknown…??? To dirty to sit on.
4. There was NO warm water in the kitchen. After checking we found that the main
water supply was closed.!
5. All stuff in the kitchen was VERY dirty, not suitable for direct use. We cleaned all by ourselves before we could cook diner, serve the dining table and get ready for diner after a long day of traveling.
6. The dishwasher got food on the bottom, the smell was unbearable. We operated the dishwasher one time without cutlery and dishes to clean it.
7. The drawer’s in the kitchen were so dirty that we cleaned them all.
8. The boilers in the bathrooms were on ECO so there was no water to take a shower. After putting them in right position and heated enough we could wash our kids and take a shower ourselves.
9. Several things in the apartment were broken and not suitable for use:
a. Some chairs (3 of 8 in total).
b. Storage in the fridge was loose.
c. Some lights were not working.
d. In one of the washbasin there was a big rip.
10. The trashcan had no cover, so when you put in food residues this will attract insects and will spread a smell trough the apartment. (Nicole would take care of this issue but now Monday there is still no action.)
11. Some of the plinths are loose and is very dangerous with small kids playing on the floor.

After typing this letter we are very dissatisfied with the condition of the apartment and the money we paid already for stay in Berlin.

Waiting and suspecting your reaction,
Sincerely

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