SUBMIT A COMPLAINT

[Resolved] Booking.com / dissatisfaction

Booked a hotel through Booking.com and used the 'free cancellation' option. Received a confirmation email stating that in the event of a 'no-show' or 'cancellation' I would be liable for the entire booking fee. Booking.com talked in circles and virtually insisted that I 'chose' the 'non-refundable' option - but with no proof whatsoever. They could not, or would not produce the original booking. Only the confirmation email which they generated. Have used them as booking agents in the past but very disappointed in their attitude. I now have to question their business ethics and would never use them again.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Booking.com Customer Care's Response, Sep 08, 2014

    Hello Bill,

    I am sorry to hear this. The cancellation policy and any fees associated with a cancellation are outlined on all confirmation emails. This information is determined and provided by the property directly. Booking.com does advertise several policy options depending on what is provided by them. You are able to view these details in entirety by hovering over the blue circle with the question mark inside. Alternatively, you can view the policies in correspondence with the room you've selected throughout the booking process before finalizing. The details that a guest selects during this processed are not changed in any way, shape, or form by Booking.com. I would like to take a look at your reservation further. Can you please send an email to customer.[protected]@booking.com with your booking number and referencing this post?

    Regards, Keara
    Booking.com Customer Service Team

  • Booking.com Customer Care's Response, Sep 09, 2014

    Hello Bill,
    I'm sorry to hear about your dissatisfaction. Most hotels have two policies: one that is free to cancel or change, and another that is cheaper but cannot be cancelled or modified. We also have no proven examples of any system errors that show that policies will change after booking.
    Kind regards,
    Crystal
    Booking.com Customer Service

  • Booking.com Customer Care's Response, Sep 09, 2014

    Hello,
    I am sorry to hear about your dissatisfaction. Most hotels will have two different policies: one is a flexible, free to cancel policy and the other is the non-refundable, cheaper policy which cannot be cancelled or modified. It could be that the wrong policy was chosen.
    We have never had any proven bugs that our system changes policies after booking. If you got the confirmation email that states you booked the non-refundable, then unfortunately you did book it, probably on accident.
    Again, my apologise, as I can understand that the situation is frustrating.
    Kind regards,
    Crystal
    Booking.com Customer Service

  • Booking.com Customer Care's Response, Sep 10, 2014

    Hello Bill,

    I'm sorry to hear about that. Before and while making a reservation through Booking.com the cancellation information is shown on whether it is a non-refundable room type or one with free cancellation. If you could please provide your booking confirmation number I can further investigate this case for you. Alternatively, please send an email to "customer.[protected]@booking.com" referencing this post.

    Regards,
    Brian
    Booking.com Customer

Bi
Sep 8, 2014

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