After meticulously planning a serene family vacation overseas for months, a couple believed they had all their arrangements in order. However, upon completing a lengthy journey across Europe, what awaited them was entirely unexpected.
The couple, opting to remain anonymous due to the man’s profession, had reserved a stay at the Waterside Elegance Sky Pad within Belgium’s Your Nature Resort through Booking.com in October. Anticipating a delightful trip with their two children in April, they were shocked to find the resort seemingly closed upon arrival.
Instead of settling into their booked accommodation for a long-awaited family getaway, the couple was greeted by locked gates, construction barriers, and a desolate parking lot. External signs suggested the site was no longer operational.
The Waterside Elegance Sky Pad, a luxurious duplex cabin within the expansive Your Nature Eco Forest Resort in Antoing, Belgium, has reportedly been cordoned off and declared bankrupt, stranding holidaymakers after incurring over €15 million in losses, as per Forbes.
In a detailed Reddit post, the man recounted how their entire trip, tailored around their children’s needs, especially their autistic, non-verbal son, was disrupted. Despite Booking.com assuring them multiple times that their reservation was valid, upon arrival, they learned that the resort had entered administration back in October.
The man cautioned others, stating that confirmed booking vouchers might not guarantee a secure holiday. Following the revelation, the family found themselves in disarray, spending significant sums on Le Shuttle crossings, fuel, meals, and lodging in France. Despite Booking.com proposing alternative accommodations later on, the family found them unsuitable.
While Booking.com refunded the initial lodging expenses, disagreements persist between the parties. The family is seeking reimbursement for over £400 in extra travel costs incurred during the ordeal. They maintain that Booking.com is reluctant to accept responsibility, despite offering a separate payment of 150 EUR, which they declined.
Referencing the Consumer Rights Act 2015 and Consumer Protection from Unfair Trading Regulations 2008 in the Reddit post, the man argued that the family relied on written assurances for their non-refundable travel arrangements. Yet, with no court ruling on the matter, Booking.com denies any wrongdoing.
A Booking.com spokesperson expressed regret over the customer’s experience, emphasizing the necessity for property partners to keep their availability updated per the platform’s terms. They confirmed the property’s closure on their platform and stated ongoing customer support efforts.
Consumer experts advise retaining booking confirmations, receipts, and correspondence when booking holidays online. Customers might possess rights if services are not as described, although compensation outcomes vary based on individual circumstances and booking terms.