The following serious issues were recorded, supported by photographic and video evidence:
Bathroom:
Broken tiles on the floor, presenting a cutting hazard
A hole in the ceiling leaking water
Broken toilet seat
Light fitting hanging from the ceiling
Visible human excrement on tiles
Bedroom:
Light fitting detached and hanging from the ceiling
One bed with broken slats; another with exposed screws
Stains consistent with bodily fluids (including semen) on the wall
Brown stains resembling faecal matter on the wall
Pubic hairs on bedding and mattress stains
Mold around window frames and gaps in flooring
Broken and unsafe plug sockets and wiring exposed
TV non-operational due to damaged plug
Portable heater non-functional
Dirty, stained, and chipped crockery provided
Despite raising these issues and requesting an alternative room, we were refused and instructed to contact Booking.com for a refund. As a result, we were left with no alternative but to remain in the unfit accommodation due to financial constraints.
These conditions render the accommodation uninhabitable, breaching:
Section 49, Consumer Rights Act 2015 (service not performed with reasonable care and skill);
Section 9, Consumer Rights Act 2015 (goods and services not of satisfactory quality); and
General health and safety obligations imposed on accommodation providers.
This experience caused significant distress, inconvenience, and loss of enjoyment, particularly given the occasion of our wedding anniversary and the presence of our two young children.