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★☆☆☆☆

“No Customer Service”

Written on: 07/08/2014 by HOUNSA (1 review written)

I have booked two rooms in the Cumberland hotel in Bournemouth for May 2015 the cost of which was £200. I have asked the hotel over the phone if I could rearrange the date they said yes no problem over the phone then when they realised I had booked with Booking.com they apologised and said that they couldn't alter the dates as it was Booking.com's policy.

Booking.com say on their paperwork that it is the hotels policy. I sent an email on the Booking.com website on the 31.07.14 asking for some assistance with regards to this matter this was over 7 days a ago via the Booking.com website, they say they will reply within 48 hours they haven't I am still waiting. I offered to pay an admin fee to re-arrange the date as the hotel was happy to do that on the phone and yet no one has replied to me!

There are 10 months until we are due to stay in the hotel, the hotel is happy to alter the date, I am happy to pay an admin fee to alter the dates but I have not had any reply from the Booking.com website that they will assist me with this matter!

What I have noticed however is that Booking.com say that if I cancel the booking Booking.com will charge me another £200 so I will end up paying £400 why are Booking.com charging the cost of the rooms again for cancelling? I cannot believe this is the policy and I am hoping that someone will respond to me if they see this review on here as I have been trying to contact them and getting no response whats so ever from their contact details. Buyer beware if you are thinking of booking a hotel.