Misleading, Expensive, Won't Go Back.

4.2 / 5
85% of users recommend this

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


“Misleading, Expensive, Won't Go Back.”

Written on: 17/09/2013

I used Booking.com to reserve a hotel in Montreal. Immediately after clicking the "Confirm" button, I discovered the address I'd been given was wrong. I contacted Booking.com to change my reservation (not cancel). They said they could do nothing and that the full price would be charged. I sent them screen shots of the check-out process, noting that the link for cancellations/changes took the user in circles and did not actually offer the option of cancelling or changing a reservation, and that their non-cancellation policy was not disclosed until after purchase. Even though I contacted them less than five minutes after clicking, they refused to show any flexibility and I was charged the full price of the reservation.

I will not be using Booking.com again, their site is misleading, if not down-right dishonest. And their prices are no better than buying straight from the hotel.

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Booking.comteam's Comment

Written on: 18/09/2013

Hi there. I'm sorry to hear this.
A room's policy is always stated on our website under the column ''Conditions''.
Moreover, whenever there is a cancellation fee, we always try to negotiate with the hotel before getting back to you about their final decision.
Could you please post your booking number so that I can look into the issue?
Regards, Konstantina
Booking.com Team

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Ynohtna's Comment

Written on: 24/09/2013

Hello Konstantina,

As stated in my review, the information regarding cancellations was not available on your website until after purchase.

As requested, my booking number has been sent to you via private message, with reserved optimism.


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Booking.comteam's Comment

Written on: 24/09/2013

Hi there,
Thank you for your response. Could you please send me your reservation number to customer.web@booking.com?
Thanks and regards, Tal
Booking.com Team

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