ComplaintsHub.co.uk » Traveling & Tourism » Review / complaint: Booking.com - Hotel Booking made with Booking.com | News #6715

Booking.com
Hotel Booking made with Booking.com

During the month of March, I attempted to make a booking to stay in a London hotel. My stay in London was subject to change, so I needed to book with a hotel who would be able to change the dates of my stay, or cancel my booking without deducting the full cost of the stay.

I used Booking.com for this, and that was a huge £500 mistake.

My booking went through smoothly, and I was very happy with how smooth the website interface was, and how clear everything was. However, when my booking confirmation came through it was for a room I did not book. I have a screenshot of the details I requested, part of which was that I would pay an additional £30 to be able to change my reservation without penalty. The reservation confirmation email, however, did not confirm this to me, and instead showed a room which could not be canceled.

I instantly phoned up their customer service number, and spoke to a woman who assured me that they would be able to fix the problem, and would keep in touch to let me know their progress. I was also emailed by them, in which they confirmed they would contact the hotel and make the changes to my booking so that I would be charged for what I had asked for, as opposed to what I was given.

I emailed weekly asking for updates, and they replied promptly informing me that the hotel was yet to respond. However, in mid April they stopped contacting me. I finally sent a complaint to them, demanding to know how the situation had been handled, They sent me an automated email, and then this was followed by an email denying they claimed to be able to fix my booking. I complained once more, stating how unprofessional this was, and that they assured me they would be able to fix what had gone wrong in the confirmation stage of my booking. I was sent another automated email, and this continues with each complaint I file. The customer service staff are very unhelpful also.

As it turns out, my date of stay has had to be changed to the following week, so I will not be able to use the hotel they are forcing me to pay for, despite the fact I will not be in London that week, and specifically asked for a hotel which would allow me to amend the details of my stay.

If they had told me in my initial phone call that they would not be able to amend my booking, I would still be mad but I would not need to complain since that would have been honest of them. I'd be furious that I was down £513, but there would have been no false hope, and no lies or deceit. However, as it is they continued to lie to me for over a month, leaving me me email after email reassuring me that my booking would be fixed.

I've found the staff at booking.com very condescending, dishonest ad untrustworthy. Very quick to take your money, but once they have it they will no longer help you with anything. Unfortunately it took me £513 to discover this, but I would recommend that anyone else even considering using booking.com instantly slap themselves in to sanity and navigate away from their site.

Their final email to me reads, "We hope to be your choice for future online reservations.", so naturally I will spread the word as to just how ghastly they really are. I will never use them again.


Company: Booking.com

Country: United Kingdom   Region: United Kingdom

Category: Traveling & Tourism

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