Portland Place | Central & Racecourse | Parking

* Answer calls * Respond with correct instructions 3. Assurance that corrective action will be ta Positive: Subject: Formal Complaint Regarding Portland House Booking & Request for Investigation and Compensation Dear Booking.com Support Team, I am writing to formally lodge a complaint regarding a deeply disappointing and inconvenient experience with one of your listed properties, **Portland House**, booked for 19th November. I kindly request a full investigation into this incident and appropriate compensation for the losses incurred as a result of the host’s failure to communicate critical check-in requirements. Background: Our Entire UK Trip Was Planned Through Booking.com We had scheduled our full London trip from **15th November to 5th December** using Booking.com, with all accommodations planned in advance. However, due to an unexpected **visa delay at VFS Sri Lanka**, we were unable to travel on time and had to temporarily cancel our arrangements. We finally received our passports on **17th November** and arrived in London on **18th November**. * We booked our **18th November stay** via Booking.com. * We also booked **19th November** at **Portland House**, again through Booking.com, intending to continue the remaining trip using your platform exclusively. This was our clear intention—to use Booking.com for the entire stay in the UK. Incident at Portland House on 19th November We arrived at the Portland House property on **19th November** with all our luggage, planning to drop it off quickly and attend my graduation ceremony at the **University of Gloucestershire**, starting at **3:00 p.m.** However: 1. No communication about mandatory forms beforehand** Upon arrival, the host insisted we complete certain forms. This requirement was **never communicated** to us before check-in. 2. Host was unreachable** From early morning, we attempted to call the host several times for guidance, but: Negative: From early morning, we attempted to call the host several times for guidance, but: The phone was switched off, unreachable, or intentionally not answered. 3. Email communication was incomplete When calling failed, we emailed the host. The only reply we received was: **“we are ready to host you. At what time will you be coming ”** No details about any forms, check-in procedures, or requirements were provided. Consequences and Financial Loss Due to the lack of communication: * We were forced to keep ALL our luggage inside the Uber. * We had to request the driver to stay with us until the ceremony ended. * After the event, we had no option but to return to **Hounslow** and book alternative accommodation from another provider because checking in at Portland House was no longer possible. Unexpected costs incurred: * **Travel charges:** £275 * **Uber waiting charges (4 hours):** £50 * **Total additional cost:** **£325** We have: * Photographic evidence of arriving at the property * Full Uber trip and waiting time records * Email communication proof Forced to Cancel Booking.com Stays & Use Another Provider Because of this disruptive experience, We were compelled to book accommodation for: * **19th November night**, and * **20th November night** using another service provider, not Booking.com. This was not our preference—we had planned to book the entire stay using Booking.com. However, the lack of reliability from the Portland House host forced us to change our plans. We are now uncertain whether to continue with Booking.com for the rest of our trip up to **5th December**, or switch entirely to a more reliable alternative provider. Your response to this matter will heavily influence this decision. What We Request 1. A full investigation into the conduct and communication practices of the Portland House host. 2. Compensation for the additional costs incurred (£325) due to the host’s failure to: * Answer calls * Respond with correct instructions 3.

Positive: Great location 15 minutes walk to the centre of town . Quiet area Local shops, bars, cafes and restaurants close by Private parking space plus additional on street parking Negative: Small bedrooms so double beds all pushed into corners and no space for bedside tables or lamps Mattress very soft

Basic accomodation, good location Positive: Location was good. only a few mintues walk into town. Very quiet at night. The weather was hot whilst we were there and we were glad to have somewhere to sit outside. If you are just looking for somewhere to lay your head it is definitely adequate. Negative: This is not a loved property. The kitchen was dirty, particularly the oven and microwave. There was an ant problem in the kitchen meaning we could not leave any food out. This is something which could easily be managed with a bit of care. The house sleeps 7 but there is not enough room for this number of people to sit comfotably together. Little things such as only 2 mugs, drank coffee in relay until we could go out and buy more! The "outside sun terrace" has 4 chairs and a table, the area has weeds, overflowing bin and recycling boxes and plant pots full of cigarette butts. It feels like student accomodation and is very basic and not as clean as it could have been. Saying that, It would not take much to make some improvements.

Location, location, location Positive: Location, location, location. Easy to walk in to town where there were lots of pubs & eating options. Clean & had everything needed for a short stay. Mattresses / bedding / Towels were good. Sofa bed fine for a short stay Negative: Would benefit from some lamps around the house (lounge & bedside) to soften the lighting as main lights are fairly bright. Bedside tables where possible as well. Also a little more cutlery would be great for when dishwasher running. Basement lounge / bedroom had a little bit of a basement smell / damp air feel when we first arrived but the heating & hot water were completely off. We put the heating on whilst going out for food and it was fine the rest of the stay. Certainly wouldn’t let it put you off as wasn’t damp as such. A little pre stay heating would sort it. Off road parking space is roughly VW Golf / Hyundai i20 size in terms of length so you won’t get a family estate / saloon car on there. However there is an on road resident permit if you ask the owner. NCP car park is 95p per hour via the app so you can top up as required

Ideal for somewhere to stay close to the town Positive: The house was ideal what we needed to for, close to shops, theatre and places to eat