I booked a hotel on Booking.com but the room was not as described on the website. It's for Caesar's Palace in Las Vegas. The resort has different towers with different names and the booking references a specific tower (Roman Tower). Booking.com references a wet/dry minibar, bathrobes, flat screen TV, in-room safe, but none of those things were in my room. It also shows a picture of the bathroom which is for a suite. I know this because for my second night I had the hotel change me to a different room. Booking.com also advertises a $25 resort fee when it's actually $28.
I sent Booking.com an email and they said they are not responsible for information about hotels because they get the information from the hotel itself. That seems a bit fishy to me since it gives them the right to be wrong in every instance. Caesar's is saying the same thing....it's a Booking.com problem and they can't be responsible for what they put on their site. I went to the Caesar's site and their information about the room is accurate.
I wanted to know if anyone else had a similar incident and what the result was. I don't like doing chargebacks unless it's a last resort. I also only want a refund for the 1st night only since the hotel moved me to a different room on the second night. I can understand that there are sometimes small discrepancies with room descriptions but the reservation used the specific tower name and none of the rooms have the features they are describing. It's like being in a different hotel altogether.