Dear Trip.com Customer Service,
I am writing to submit a formal complaint regarding my recent stay at a hostel in Shenzhen, China, which I booked through your platform. Unfortunately, my experience was completely unacceptable and significantly different from what was advertised on your website.
First, the hostel owner refused to operate the air conditioning except during nighttime hours, and even then, it was fixed at 26°C despite the extremely high temperatures and humidity levels currently affecting Shenzhen both day and night. When I requested that the air conditioning be turned on during the daytime for basic comfort and health reasons, the owner clearly refused and stated that it would only operate at night. This created an unbearable and unhealthy living environment.
Second, I intentionally selected and booked this hostel despite its relatively high price compared to similar hostels in the area because I expected a comfortable and proper accommodation experience. However, the actual conditions were far below any acceptable standard, and the promised comfort simply did not exist.
Third, the hostel listing advertised kitchen access and cooking facilities for guests. In reality, the kitchen was almost entirely unusable due to the absence of essential cooking utensils and equipment. Moreover, the few available items were constantly used by the owner himself and intentionally left dirty, making them unavailable for guests to use. I have photographic evidence documenting these conditions and proving the misleading nature of the listing.
Fourth, the hostel itself is merely a three-room apartment managed directly by the owner, who repeatedly entered guest rooms without proper notice, respect for privacy, or basic hospitality etiquette. This behavior caused serious discomfort and violated fundamental expectations of guest privacy and security.
Based on all the issues mentioned above, this accommodation clearly failed to provide the services and standards advertised on Trip.com. I consider this to be a misleading listing that resulted in a highly stressful and disappointing experience.
Therefore, I hereby request a full refund for my stay due to the hostel’s failure to comply with the advertised conditions and services presented on your platform.
I also request that Trip.com investigate this property seriously in order to protect future customers from experiencing similar issues.
I am prepared to provide photos and any additional supporting evidence upon request.
I look forward to your prompt response and resolution of this matter.
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