Penalized for Technical Glitch in Booking

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BrooksFamily50's review of Booking.com - www.booking.com

“Penalized for Technical Glitch in Booking”

★☆☆☆☆

written by BrooksFamily50 on 07/11/2014

On 10/8, I tried to book accommodation in Montreal, for the nights 10/10, 10/11 and 10/12, through Bookings at “Sunset Suites”. It was the final suite left but after I put in my credit card details, it stated the suite was no longer available. Later on the same day, I booked a different accommodation “Residences Bharat Bhavan” through Bookings. My booking went through (for Bharat Bhavan) and I received a confirmation to my email address. Upon my return from Montreal, I noticed a charge for $225.39 from Sunset Suites. I emailed them to query the charge and they responded that I had booked accommodation with them but never showed up, so they had charged us a cancellation fee. They stated the manager had called us to find out when we would arrive - we did receive a phonecall but assumed it was from someone at Bharat Bhavan. It was only once I queried it, on 10/16, that I received the "Cancellation" (copy of a fax from booking.com to Sunset Suite)via email. I told them what had happened, that I had never booked accommodation through them as their suites had been full. In addition to this, I never received any type of confirmation email of this booking. Obviously, if I had, I would not have booked additional accommodation at Bharat Bhavan. I then contacted Booking.com and explained what had happened. They said they would forward it to the IT dept., in case there had been any type of bug in the system. Having now followed up with booking/com, they have said they cannot offer any type of refund. Clearly we should not have been charged for accommodation we never booked, especially if we never received a confirmation number.

Booking.comteam's Response to BrooksFamily50's Review

Written on: 10/11/2014

Hello,

I am sorry to read about this. I would like to investigate your case and see how I can help you. Can you please reply with your booking number?

Regards,
Jamie
Customer Service Team

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Brooksfamily50's reply to Booking.comteam's Comment

Written on: 11/11/2014

863415578 is the booking number.

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Booking.comteam's reply to Brooksfamily50's Comment

Written on: 12/11/2014

Hi,

Thanks for your reply. I'll look into this and contact you soon by phone or e-mail.

Regards, Kelly
Customer Service Team

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