Be careful what you book as they don't stand behind errors

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Guest's review of Booking.com - www.booking.com

★☆☆☆☆

“Be careful what you book as they don't stand behind errors”

Written on: 06/12/2012

I booked a hotel in st. petersburg (Abajour at Nevsky Hotel). The confirmation had an address, map and phone number, none of which were accurate. After 30 minutes wandering around the area in -7 degree (c) snow (and asking locals where the hotel was) I gave up. I called the hotel number that was actually a travel agent, not the hotel. I needed a place to stay as I had work to do so I checked into the closest hotel I could find. I contacted booking.com who Confirmed that the phone number was wrong. They found the correct phone number on google. They then contacted the hotel and managed to cancel my reservation without charge. However, I ended up at a hotel that was much more expensive. I complained that booking.com is responsible for the accuracy of the data on their website. After 25 minutes on the phone with them, being on hold for most of it, they have stated that their information is correct on the confirmation, even though they have called and I have called the supposed hotel number and confirmed it is wrong. They also claim the map on the reservation is correct but the hotel is not where it is supposed to be. Bad map, bad phone number, foreign city, -7 degrees, snowing, no mobile to call booking.com at $7.00 a minute. It is absurd that booking.com will not take responsibility.

The good thing about booking.com is that when it works, it's ok. When it doesn't they hide and make up whatever they like to ensure they will not be held liable. Even 1 out of 10 or 1 out of 50 bad experiences is enough to say, no thanks. You're better off using booking.com to identify a hotel, then googling the hotel directly and contacting them. That way, at least you are protected.

Booking.comteam's Comment

Written on: 07/12/2012

Hello,

Please access our apologies for any inconvenience caused.
Can I ask you to provide your booking number so I could get to the bottom of this?

Thank you!

Agata
Booking.com Team

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Oxshott's Comment

Written on: 07/12/2012

Booking number
PIN code

It's a bit of a joke. I spent 36 minutes on the phone (mostly on hold) with Booking.com last night. I was told my reservation was cancelled without penalty. See below.

This morning, I get an email that I was a "no show" and was charged 2600 roubles (also see below). Now I have to contact VISA and tell them to block payment and come after you for total incompetence. I really don't have time to fight you on you inefficiencies. I also had to use my phone and map function trying to find the hotel that doesn't exist and that cost me an extra £20.00. Your fault...but my expense. I'm betting that you will do nothing, Agata, as my short experience is that Booking.com doesn't care as long as they make money. It is sad. kind regards,




Dear,

Thank you for choosing Booking.com.

I am writing you with regards of your reservation in the Abajour at Nevsky.

Please accept our sincere apologies for the inconveniences caused concerning this booking.

I would like to inform you that we provide customer service line 24 hours a day.

Should the same situation happen in the future, I would like to kindly ask you to contact us directly before you make a new reservation in a different hotel.

The hotel did confirm a free cancellation, but unfortunately, at this point we are not able to cover any extra charges.

Please feel free to contact us with any additional questions.

Thank you again for choosing Booking.com.

Kind regards,

--
Booking.com Customer Service Team

_______________________________________

Cancellation
Dear
The hotel has notified us that you did not arrive at the hotel on the check-in date of your booking.
Is this incorrect? Click here.
Hotel Abajour at Nevsky
booking.com booking number 2668654**
PIN code 2190
Your email
Booking first made on Wednesday, 5 December 2012, at 22:50:05 [CET]
Last Modification Friday, 7 December 2012, at 09:59:14 [CET]

Booking summary
Hotel Details
Hotel Abajour at Nevsky, Абажур на Невском
Address
Nevsky Prospekt 23 Apt 20 Невский Проспект 23 кв 20
Saint Petersburg, 191186 Санкт-Петербург, 191186
Russian Federation
Phone
Cancellation policies
Total cancellation cost RUB 2600
Your reservation details
Check-in Thursday, 6 December 2012
Check-out Friday, 7 December 2012
If you want to make a new booking, please visit our website: www.booking.com
Customer Service Info
Booking.com online hotel reservations
Local number: 0845 080 5012
When abroad or from Russian Federation:
We hope to be your on-line booking choice in the future

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Booking.comteam's Comment

Written on: 12/12/2012

Hi there,

I can see that someone from our specialised team is currently assisting you with this.
If you do need further assistance, please don't hesitate to contact us.

Thanks and kind regards,
Jasmine
Booking.com

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