A British mother, Gulnara Adomene, was left fuming after her holiday pool was six degrees colder than expected. Gulnara, from Romford, had booked the holiday at Casa Dak in Playa Blanca, Lanzarote on Booking.com.
The 40-year-old said the family had spent months planning for the trip which took place from April 11-18.
Gulnara said the owner assured her that the villa’s pool would reach 30-32 degrees during the day, but she claims it was at least six degrees lower for the whole stay.
She said she found the property on Booking.com and asked the owner about the temperature of the pool before booking.
Gulnara said: “I trusted him and chose his villa. We were so excited for the holidays, we were counting down the days to leave, especially for the heated pool.
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“I told my kids and we bought so many water toys to play with. It was something different for us.”
However, she was left disappointed when she found that the pool wasn’t as hot as expected and even bought a thermometer to test it herself.
She claimed her nine-year-old daughter was only able to stay in the pool for 10 minutes before coming out shivering.
Gulnara alleged the pool was “freezing” and said she contacted the owner who said he would fix it the next day.
The third day of the stay, a pool engineer came to the villa and fixed the pool for the holidaying family.
However, Gulnara said she was still unable to enjoy the holiday as she was worried about getting a refund from Booking.com. She has since been offered a refund.
She claimed the owner of the property was “really uncooperative and wasn’t apologising” and said the experience left her “scared to rent a villa again”.
Gulnara added: “I understand things can break, but we were only there for seven days and wanted to enjoy the pool.
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“I contacted Booking.com and they kept saying I had to contact the owner for a refund. I trusted their platform and thought the client would be protected from some kind of issue as you are using a serious platform.”
The mother described the experience as a “nightmare” and said she had been left “upset and frustrated.”
Fabrizio Rossi, owner of the Casa Dak villa, shared his own footage claiming that the pool was 30 degrees.
He said: “I’m sorry for the problem but unfortunately it was she herself who created problems.
“The swimming pool must be closed at night and not opened since the temperature is 18 degrees outside at night.”
He claimed that Gulnara sent him 80 messages a day and alleged she was “not very honest and sincere”.
Booking.com told Express.co.uk: “If a customer ever shows up to a property and it does not meet their expectations, our customer service team is on hand 24/7 to advocate on their behalf.
“In this instance, to apologise for the inconvenience the customer faced in having to relocate to another property while on their holiday, we have offered the guest a full refund.”
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