InMountain Country House — Hotel in Santa Cruz

I will be brief as possible, any questions? Please, message me, I am more than happy to answer.||||16.11.2018 14:53pm - Made a booking for upcoming stay via booking.com||16.11.2018 20:35pm - Payment collection warning (Booking.com) for a correct amount, minus tax - fair enough, it says on booking that they might do that||17.11.2018 13:05pm - Payment collection warning (Booking.com) for a remaining taxes||||and now the sad part, unauthorised transactions:||||22.11.2018 19:55pm - Payment collection warning (Booking.com) - Description: extras rent a car - I have never asked for that!||||OK I thought, someone has made an error which we can easily rectify, so I have contacted the accommodation on 23.11.2018 9:47am for clarification and they told me to wait two days so they could "investigate:. Guess what? They never got back to me. So after few days of silence I have contacted booking.com customer service on 27.11.2018 8:59am with a reply of thanking me for providing supporting documents and asking me to wait.||||On 30.11.2018 I got two more unauthorised transactions for a total of €1485:||Payment collection warning (Booking.com) - Description: rent a car ||Payment collection warning (Booking.com) - Description: rent a boat - really?!||||I have then contacted my bank and notified them about the fraud, cancelled my card and contacted booking.com||||As of today I've got all my money back.||||||16.11.2018 14:53pm - Made a booking for upcoming stay via booking.com||16.11.2018 20:35pm - Payment collection warning (Booking.com) for a correct amount, minus tax||17.11.2018 13:05pm - Payment collection warning (Booking.com) for a remaining taxes||||||and now the sad part, unauthorised transactions:||||22.11.2018 19:55pm - Payment collection warning (Booking.com) - Description: extras rent a car - I have never asked for that!||||OK I thought, someone has made an error which we can easily rectify, so I have contacted the accommodation on 23.11.2018 9:47am for clarification and they told me to wait two days so they could "investigate:. Guess what? They never got back to me. So after few days of silence I have contacted booking.com customer service on 27.11.2018 8:59am with a reply of thanking me for providing supporting documents and asking me to wait.||||Today, 30.11.2018 I got two more unauthorised transactions for a total of €1485:||Payment collection warning (Booking.com) - Description: rent a car ||Payment collection warning (Booking.com) - Description: rent a boat - really?!||||||I have then contacted my bank and notified them about fraud, cancelled my card and contacted...

Such a disgusting place with disgusting and rude owner! Booked via Booking, the bungalow was super super stinky and mouldy, not cleaned properly. Mess was just everywhere around, look on the photos attached. We complained to the owner about not having hot water he came several times explaining that according to his app hot water is running and the tanks are full of hot water, but literarly there was no hot water at all! He said wait for 15 min, wait for 30 min. After like the 4th attemp owner was like if you dont like go, no apology - he did not want to return to us the money for city tax, accommodation paid via Booking and he confirmed that he is gonna accept the refund once Booking contacts him. We immediately reported it and received message from them that he does not want to return money at all. We are just escalating the case with Booking, see the comments from other guests, do not come stay here. He is constantly deleting apartments offers on Booking once he receives too many bad feedbacks and posts it as a new one. Anything can happen and we understand that, but it is all about the way how you treat your customers. Sometimes would be great just to admit a mistake and apologize! I am just wondering what will be his reaction on this comment as if somebody complains he always says some fake story like - guests were thiefs, drug addicted, homosexuals trying to “harras” his workers - see the other comments. This is just insane! I am calling other customers and maybe we should take some legal action together against this scammer. Feel free to send me an email with your story!

UPDATE: look again the same story with homosexualls - already used in another comment🤣, just saying lies all over again - you know what was the biggest issue - not having hot water, we have everything recorded where you are promising the refund, everything was already sent to Booking and we provided videos to local authorities how you are taking city tax payment from us and dont wanna...

I booked this place through Booking. On the morning of our arrival, I sent the owner a WhatsApp message with my name, confirming the reservation. He replied, reminding us to arrive before 8 PM when reception closes. All seemed fine — until we arrived at 7 PM and were told they had no reservation for us.

The owner claimed the listing had been posted by Holidu, who allegedly owed him €28,000, and that he had cancelled all Holidu reservations on October 16th. Our stay was for November 1st-5th, and we received no cancellation notice before arriving. The stay had already been paid for, and at that point the money had not been refunded yet (fortunately both Booking and Holidu handled things professionally and we received our refund a week later). They were also unaware of the cancellation before we contacted them.

We suddenly had to search for another hotel and hope they could take us last-minute. While we were still in the car figuring out what to do, the owner messaged us again — as if our conversation minutes earlier hadn’t happened — asking about the reservation and saying it was “probably cancelled.” When I pointed out that we had literally just discussed this, he continued complaining about Holidu and then offered us a one-night stay. After reading other reviews about withheld deposits, I’m very glad we declined; I had no intention of giving this place any more money.

All of this could have been avoided if he had simply informed us in the morning, when Holidu’s customer service was still open. Highly unprofessional. I cannot stress this enough: DO NOT GO THERE.

And in case the owner plans to respond with accusations, as he often does in other reviews: I have the WhatsApp conversation and am happy to post it to confirm we were not “kicked out” for anything we did, but solely because of...