Complaint Review: Booking.com

I used Booking.com to book a room at Mimi's Hotel Soho in London, England.  When you click on the hotel, the page displays all sorts of detailed information about the property AND the room..  Hoever, nowhere in these main webpage descriptions does it mention that the room is SO SMALL.. THAT THERE IS NO ROOM FOR A TYPICAL LARGE SUITCASE TO FIT INSIDE THE ROOM!!!

booking.com/hotel/gb/mimi-39-s-soho.en-gb.html?aid=340295&label=postbooking_confemail&sid=564afe2bb80a15fe04b106392c601ca1&checkin=2018-08-08&checkout=2018-08-10&ucfs=1&srpvid=a87e850e8a20040f&srepoch=1533495327&highlighted_blocks=196092906_93641194_2_42_0&all_sr_blocks=196092906_93641194_2_42_0&room1=A,A&hpos=1&hapos=1&dest_type=city&dest_id=-2601889&srfid=08a4b19cbfb9a171c7c9ad63c219594ef04e35abX1&from=searchresults;highlight_room=#hotelTmpl

When you click on the room selection drop down menu.. you are taken to a SECOND page and room description...

secure.booking.com/book.html?hotel_id=1960929&aid=340295&label=postbooking_confemail&lang=en-gb&sid=564afe2bb80a15fe04b106392c601ca1&room1=A%2CA&error_url=%2Fhotel%2Fgb%2Fmimi-39-s-soho.en-gb.html%3Faid%3D340295%3Blabel%3Dpostbooking_confemail%3Bsid%3D564afe2bb80a15fe04b106392c601ca1%3B&hostname=www.booking.com&stage=1&checkin=2018-08-08&interval=2&children_extrabeds=&hp_visits_num=1&rt_pos_selected=2&rt_pos_selected_within_room=1&rt_num_blocks=4&rt_num_rooms=2&from_source=hotel&nr_rooms_196092905_93641194_1_42_0=1

Again.. nowhere on this page does the Booking.com site disclose that this room is SO SMALL.. your luggage can ONLY FIT UNDERNEATH THE BED!

AFTER I had booked the room... I got a confirmation email from Booking.com with the following disclaimer...

"Please note: large pieces of luggage cannot be accommodated, due to the limited floor space."

When I noticed this disclaimer.. I cancelled the booking immediately.  I was called by the hotel after the cancellation and I explained the problem. I spoke with receptionist "Sarah" and was told basically.. too bad... the reservation was nonrefundable.  The hotel refused to offer me ANY KIND OF FIX.. didn't offer to put me into another room... even at the increased price.  NOTHING... they offered absolutely NOTHING to fix the problem... basically .. we are keeping your money and you lose!!! What great customer service. ))

I called Booking.com... waited about 10 minutes to get to a customer service agent.. explained the situation.... and was disconnected!  Called them back a second time and waited another ten minutes to get to a second customer service operator.... told her my story.  Booking.com's response... OH.. you could have found out that there is no space for luggage by clicking on the fine print of the room description in the small blue highlighted portion of the room name!!  NEVER MIND THAT WE DIDN'T DISCLOSE THAT ON THE FIRST HOTEL AND ROOM DESCRIPTION.. OR ON THE SECOND PAGE WHERE YOU SELECT AND BOOK A ROOM...  "it was buried in the webpage.

Below is what the website shows as the room description.  NOWHERE does it state to click on this for a more detailed room description than they provide in bold green print.

Small Double Room without Window Someone just booked this
Only 2 rooms left on our site!

1 double bed

Room size 75 ft²
Air conditioning Private bathroom Flat-screen TV Soundproofing Free WiFi

• Shower

• TV

• Telephone

• Hairdryer

• Toilet

• Heating

• Satellite Channels

• Hardwood/Parquet floors

• Wake-up service

• Towels

• Linen

• Toilet paper

The ONLY WAY that a guest can see that the room is so small your suit case won't fit in the room is if they click on the highlighted hypelink  ... Small Double Room without Windowand then you get the message...

Please note: large pieces of luggage cannot be accommodated, due to the limited floor space.

But note that the room description BELOW that very hyperlink(cut and pasted above) fails to mention this pretty important issue about the room. Mimi's Hotel AND Booking.com are very obviously burying that information and hiding it from guests.  Otherwise.. why isn't that prominantly displayed in the room description.. right under the room size????

THEY MENTION THAT THE ROOM COMES WITH TOILET PAPER... AND YET THEY DON'T LIST THAT THE ROOM IS SO SMALL THAT ALL OF YOUR BELONGINGS MUST FIT UNDERNEATH THE BED!!!!! THAT IS VERY, VERY CLEARLY BEING PURPOSEFULLY DECEIPTFUL.