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★★★★☆
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“Satisfactory resolution to a failed booking issue.”

written by AussieMalcolm on 01/08/2014

On June 24 2014 I made a same-day booking through Booking.com for a London hotel. I received a confirmation email but when I arrived at the hotel they said they were booked out and had no knowledge of my booking. Since my earlier search had revealed that all medium-priced hotels in central London were fully booked that night, I contacted Booking.com by 'phone immediately and after about 15 minutes they found me an alternative within walking distance of where I was currently stranded. Unfortunately though, the room tariff at the new hotel was about double that of the failed one. However Booking.com said that they would refund me the difference provided I sent them a copy of the receipt for my payment. I did this (by sending a photo of it) and in due course the money was credited to my credit card after a couple of email exchanges.

While the actions of Booking.com were no more than I feel I should have been entitled to, they did it speedily, with good grace and kept to their word.

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