The hotel allways more important than the client

Booking.com - www.booking.com
★★★★☆
4.2
84.0% of users recommend this

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

“The hotel allways more important than the client”

★☆☆☆☆

written by on 30/07/2014

Because of terrible traffic om the way home from Italy, we couldn't make it in time to hotel Schmid in Bad Bellingen. We called them. But they had nothing to do with our traffic problems. Took our money. And told us we couldn't get a refund, because we were later than 8 o clock, the official check in time. Booking.com asked hotel Schmid twice to give our money back. But when they refused, iIt was just too bad for us. So the client isn't that important to Booking.com. And they work with thiefs like hotel Schmid in Bad Bellingen, and do nothing against it. Beware!

Booking.comteam's Comment

Written on: 31/07/2014

Hello,

I am sorry to hear what has happened. Booking.com did not charge you so it would be up to the hotel to charge based on the policy that you chose when you made the booking. This policy is still valid even in case of extenuating circumstances. I can contact the hotel again as a courtesy to you if you post your booking number.

Regards, Andrea
Booking.com Customer Service Team

Reply to this comment

Exschmid's Comment

Written on: 31/07/2014

That would be the third time. Don't think it will be of any help. My point is that formally they are right, I know. But they are a hotel. I called them of our unfortunate journey. They didn't care a bit. Had a party, had to leave, and were only interested in our paiment. A hotel should be more customer-friendly. Arrange something if clients call they have severe problems. Tell the neighbour to let them in if necessary. This is not hotel-worthy. And I think Booking.com should have known and arrange it with the hotel afterwards. My bookingnumber was: Hotel Schmid (162342784)

Kind regards

Reply to this comment

Exschmid's Comment

Written on: 31/07/2014

Just wrote a new review instead of anwsering.. sorry! But I write my response again now: I know that formally the hotel is in his rights. But if customers call you they have severe problems to be in time, and the only thing you can do is tell them they have to pay anyway, you shouldn't have started a hotel. What about customer-friendliness. They could have arranged something if the owner had a party. Tell the neighbour to let the poor travellers in who wers so very stuck in traffic. I don't ow a hotel. And should have done something like that. And I think that Booking.com is to blame they can't make clear to a hotel like this, that it is like theft to act like this. We had to make extra costs to book a very expensive hotel in Switserland now because of this act. And also had tot pay for hotel Schmid that wouldn't allow us to get our allready paid stay there. Shame on hotel Schmid. But also shame on Booking.com, that allows hotels like this to act like they do. The bookingnumber was: Hotel Schmid (162342784). But it will be the third time. So I don't think they will change their minds.

Regards

Reply to this comment

Booking.comteam's Comment

Written on: 31/07/2014

Hello,

Thanks for providing your booking number. I can see the hotel is quite strict with their policies, but I will look this over to determine what else can be done. I will contact you soon by phone or e-mail.

Regards, Kelly
Booking.com Customer Service Team

Reply to this comment
Was this review helpful? 0 0