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“Not what they claim”

written by WalterG on 12/06/2017

Booking.com has numerous payment options they can use when they list a hotel and list the same option in different ways. Obviously their goal is for you to use their site. I booked a "pay later" which usually means pay at hotel and if you click on that note it indicates pay at hotel. Unfortunately I booked a non refundable reservation because it was the best price and we had no intention of changing it. Once the booking was complete and Booking.com notified the hotel the hotel charged my account immediately even though it said pay later. I went back a reviewed every page used to book the hotel and it still said pay later except when I received the confirmation which is after committing to the reservation and on the confirmation page they now say hotel may charge your card at any time. When I confronted Booking.com with this misrepresentation all I could get was the payment policy was stated when making the reservation which is not true. You have no idea they switch the policy until you receive a confirmation which is now to late to make a change. After several emails requesting assistance they no longer are responding to me.
This is truly a bait and switch operation and I will never use them again or any third party company. The reservation agent at the hotel told me if you find a listed price call the hotel and they can match and sometimes better the rate. No need to go through extra people and sometimes pay a booking fee if the hotel will make the same reservation. I can truly say lesson learned.