Nomad Hotel

I was completely unhappy with the service at Nomad Hotel, at Kuyshi Dina St. 25/1, Nur-Sultan, Kazakhstan. I booked a single room on the first floor with a city view through Booking.com for Nov.3 to Nov.6, 2021, and paid 24000 tenge for three days. Instead, they put me in a cheaper basement room for the same price. The Booking.com listing did not mention basement rooms, and I had specifically booked the first floor. The hotel website also claimed the rooms were soundproofed, which wasn't true at all. The receptionist said there was only one basement room available and that it had a small shower problem. The furniture was old: a twisted bedside table and torn armrests on a red leatherette chair. The window wouldn't close fully, letting in a strong draft while it was minus 15 degrees outside. The shower was broken, with the head detached from the hose at the water switch and the hose end lying on the stall floor. The room smelled horribly musty and damp, and everything felt dirty. The sink was completely clogged, so the water wouldn't drain. There was no hot water, and the cold water came out with very low pressure. I asked to change rooms. The receptionist told me that the price I'd paid only covered basement rooms, and that first-floor rooms cost more. The room I'd booked was listed at 8000 tenge a day and was supposed to be on the first floor with a city view, not underground. When I asked for a refund for one of the three days because the hotel hadn't provided what it promised, I left a day early. The receptionist said they couldn't return the money, but offered me the same first-floor room I'd booked, as if doing me a favor. So the room at Nomad Hotel ended up costing 12000 tenge per day instead of 8000. I spent half a day in the basement room, then a night in a room where the noise made it impossible to sleep. Even in the first-floor room, I could hear the neighbors very clearly. From 1 a.m. until 5 a.m., they had extremely loud sex, with loud moans and sighs all night, only getting quiet closer to morning. It sounded as though it was happening in my room. People also walked along the corridor all night, and when they turned keys in the locks, the sound was so clear that I was afraid they were trying to open my door. In my opinion, Booking.com should remove Nomad Hotel from its site because this reflects badly on its reputation.