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Booking.com review: Hotel reservation

Wfpd of Hornell, US

Aug 18, 2023 5:11 pm EDT

Verified customer

Featured review

Complaint Confirmation# [protected]

I made a reservation for 1 night stay at RIT Inn and Conference Center, in Rochester NY through Booking.com. The reservation was specifically for a room with 2 double beds. When we arrived at hotel, we were given a room with 1 double bed. When shown the reservation specifics from Booking.com, the front desk said that a room with 1 double bed is what had been reserved, not a room with 2 double beds. The hotel was 100% full and had no other rooms to which we could be moved. When I contacted Booking.com, I was told that my reservation was made through a partner company, and therefore Customer Service could not help me. So, the hotel blamed booking.com and booking.com blamed a partner that I had no idea I was involved.

Confirmation# [protected]

PIN 020260

I can provide a copy of the confirmation notice from booking.com, which clearly states the reservation was for 2 double beds. I can also provide copies of all email correspondence while I was trying to resolve the problem, which show repeated scripted (and unhelpful) responses, as well as the 1 extremely rude response. I was repeatedly told "sorry we can't help you since this reservation was made through partner company". My confirmation notice was from booking.com and I was unaware of the involvement of a partner company. When asked for the contact information for the partner company, my request was ignored. I was also repeatedly told to contact the hotel, which I explained several times that I had already done. Not one of the 8+ customer service representatives I communicated with offered a shred of helpful input, but instead they all said "Not our problem".

When complaints through the website made no progress, I tried to email a summary to an email located on the internet. This was returned, saying that it no longer in use, and referred me back to customer service on the website, which is what I had been trying to use for the previous 36 hours.

Desired outcome: I would like the room charge refunded, since a room with only 1 bed was not what we had reserved and did not meet our needs.

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