Written on: 14/08/2013
We were a little uncertain of our dates but we made a hotel booking via Easytobook only because their site stated very clearly "free cancellation." This was explained throughout the booking process, repeatedly and explicitly, as meaning (quote) "You can change or cancel this deal free of charge up to 360 hours before your check-in date." Even the emailed confirmation repeated the "flexible deal, free cancellation" claim and quoted again the exact date by which free cancellation could be made. However, and only after completing the booking process, on scrolling down the confirmation a completely different statement appeared showing that in fact a 20% cancellation fee applied immediately (the % increasing the nearer to the check-in date). A long and expensive telephone call to Easytobook resulted only in an impatient representative loudly reading out the surprise 20% rule (as if we could not read) and failing to apologise or explain the contradiction. Email exchanges with Easytobook "customer care" after this have given completely confusing responses. The latest message is that a cancellation charge does after all apply. Easytobook has still not yielded an explanation or apology (though they say matter is now being "investigated") for the incorrect and contradictory claims. We were badly misled. We shall not use Easytobook again.
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