David
family_with_children · Aug 2026
FORMAL COMPLAINT 15 August 2026 Customer Service and Complaints Department Booking.com B.V. Herengracht 597 1017 CE Amsterdam, The Netherlands Subject: Formal complaint and request for intervention and refund - reservation 5034406313 Dear Sir or Madam, I am submitting a formal complaint concerning accommodation booked through Booking.com at The Beverly Hilton for 4 to 10 August 2026. The listing and booking process did not provide adequate notice that a central advertised amenity was unavailable or that extensive renovation activity would materially affect the stay. We relied on the information presented when committing to a booking costing US$16,499.78. Reservation details Reservation Booking.com confirmation no. 5034406313 Property The Beverly Hilton, Beverly Hills, California Stay 4-10 August 2026 (six nights) Party 11 guests: 7 adults and 4 children Rooms 4 rooms: 1 Premier Room with Terrace and 3 Junior Suites Total price US$16,499.78 (approximately NIS 48,752) Grounds of complaint - The swimming pool was unavailable throughout our stay. We were not informed of the closure before arrival, despite travelling with young children and selecting a full-service luxury hotel. - Extensive renovation work was taking place at the hotel. From early morning, numerous workers were operating in and around the parts of the building where our rooms were located. This caused substantial noise, disturbance and loss of privacy. No meaningful advance disclosure was made. - We are Sabbath-observant and therefore do not use elevators on Shabbat. On Saturday, access to the stairs was blocked because of an event held at the hotel. Staff prevented us from using the staircase for close to an hour while we were accompanied by young children. Our explanation and requests were not handled with appropriate care or urgency. - These were not minor inconveniences.