Booking.com Guest Locked Out of Belfast Flat Until 4 AM Due to Incorrect Key Details

A traveler faced an ordeal after Booking.com provided incorrect details for accessing a pre-paid rental property in Belfast, resulting in them being locked out until 4:45 AM. The booking, which cost £972 for three nights, led to significant distress as the guest, who had their 85-year-old mother-in-law in their party, struggled to gain entry.

The issues began the night before arrival when the guest received lockbox information that contained a different address than the one they believed they had booked. Despite attempts to contact the owner with no response, and several hours passing before Booking.com offered a delayed response, the booking platform confirmed the initial address was wrong.

Upon arriving at the property late at night, the guests could not locate the lockbox and searched surrounding areas. A chance encounter with a night manager at a nearby Premier Inn offered some assistance. The manager attempted to help find the lockbox and later, after the guest located updated check-in details on the Booking.com app for a different apartment in the same building, the manager helped pry open the lockbox. The guests finally entered the property at 4:45 AM.

Booking.com initially offered a £100 refund as a goodwill gesture. Following intervention, the company reviewed the incident and acknowledged the guest's significant inconvenience. They subsequently refunded the cost of the first night, £324, in addition to the initial £100. Booking.com stated that the property itself is legitimate and has a record of successful stays. The discrepancy was attributed to an inaccurate map pin on the listing, with the host providing the correct address approximately 120 meters away, on the other side of the building. The platform is reportedly working to correct the listing to ensure the address and map location align.