New Egeo ONLY FAMILIES

Formal Complaint and Refund Request – June Booking with Serious Safety Issues Dear Booking.com Customer Service, I am writing to raise a formal complaint and request an immediate refund of the deposit paid directly to the host, in addition to the full payment made through your platform, for our June stay at new egos only families property. Despite repeated attempts to contact the property since returning home, the deposit has not been returned. I have only received vague responses stating that they will “check,” but no resolution has been provided. I am now requesting Booking.com’s direct intervention. In addition to the unresolved refund, the stay itself involved multiple serious issues, some of which raised health and safety concerns: We were unable to access the property for over two hours upon arrival. Only with the help of local residents — who told us this has happened to other guests — were we eventually able to enter. The electricity tripped repeatedly throughout our stay, causing ongoing disruption. There was no working Wi-Fi, which left us unable to receive crucial information such as the check-out instructionsi. The front door was faulty and often jammed,with no alternative exit, creating a **potential fire hazard** particularly concerning as I was travelling with two elderly parents and a child with disabilities. * The host’s team was extremely rude and unprofessional** when contacted for assistance. One member hung up on me during a call regarding the Wi-Fi. This experience was both distressing and disappointing. I have used Booking.com many times and have never experienced such poor standards, lack of accountability, or risk to guest safety. It has raised serious concerns about the vetting and management of this property on your platform. I am formally requesting the following: 1. **Immediate refund** of the deposit paid directly to the property. 2. **A full investigation** into the issues reported above. 3.