Pejovic said the listing on booking.com made it seem like it would be “nice and clean” with a “big living space” for her city break.
Photos shared via her TikTok showed a tiny one-room bedsit with a tiny in-facing balcony, looking at the courtyard. A rather pathetic square of astroturf on the balcony and no-smoking sign only added to the indignity.
If your rental property or hotel room doesn’t match the description or photos that you booked it under, it is a breach of your consumer rights. You could be entitled to compensation.
Consumer rights watchdog Consumer NZ says that in the first instance you should contact the owner with your complaint, failing that most websites will have a disputes resolution process.
“The Fair Trading Act also prohibits traders from making misleading claims so they can’t misrepresent the condition of the property.”
If this does not help, and the rental is in New Zealand you can seek compensation via a Disputes Tribunal.
Australia has a similar rights system with complaints being handled by a State consumer affairs body or the Australian Competition and Consumer Commission.
A spokesperson for booking.com said they had a team dedicated to investigating complaints.
The website defended the review system, saying it was a source of pride that it helped travellers find appropriate accommodation, in a statement for news.com.au.
“In the very rare instance that a property does not meet expectations, our customer service team are available to assist with relocations, as well as picking-up complaints with properties directly to ensure any action required on their part is taken.”