I’m writing this publicly to expose how Booking.com treats its clients.At the end of March, I had an extremely unpleasant and discriminatory experience at Universus Hostel in Gdańsk. The owner openly expressed hostility toward me solely because I am Russian. She told me that she didn’t like Russians and that I would cause her problems. When I tried to clarify some details of my stay, she threatened to throw me out if I continued asking questions.Later that night, around 2:00 AM, she called security and the police to forcibly remove me from the hostel. I had nowhere to go and it was very cold outside. She then canceled my reservation, falsely marking it as a no-show, despite the fact that I was physically there. I have photo and video evidence to prove it.I had to urgently book a room in another hostel, which cost me an additional 30 euros. That was the only room left, and it was meant for three people.What shocked me the most was the complete lack of support from Booking.com. I am a frequent traveler and a Genius-level customer, yet I received almost no help. Their UK-based customer service line was nearly impossible to reach from abroad, and when I finally managed to get through, the calls were repeatedly disconnected—sometimes immediately, sometimes after a few minutes.I also contacted them via the chat, but after a while, the conversation was deleted and responses stopped. They refused to register my complaint by phone. In the end, Booking offered me a gift certificate for more nights in the same hostel, sent by the same owner who had me removed with the police.I was deeply traumatized by the experience and could not believe that Booking.com considers this an appropriate resolution. They also refused to compensate the 20-euro price difference, despite the fact that I paid for a service that was never delivered.Why is this property still listed on your platform when there are multiple complaints from guests about discrimination, theft, and unauthorized charges? By ignoring this, Booking.com is indirectly supporting such behavior.I demand a proper investigation and full reimbursement for my losses. No customer deserves to be treated this way.
