Poor service without a room!

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

“Poor service without a room! ”

★☆☆☆☆

written by DonnaFitz on 17/08/2014

I booked a family room for 3 adults using the search engine. Plus specified this in the special requirements box. Having received a call from what I believed was Booking.com they explained 3 adults cannot stay in one room despite the disabilities two adults have which would be wiser/safer staying as a 3. Therefore, I cancelled over the phone then and there. Two weeks prior to our stay. It turns out it was the hotel who called me.
I am now told that cancelling with the hotel was not good enough and I should have telephoned Booking.com to cancel! Yet the hotel has taken the money (and implied it was Booking.com on the phone) as it is classed as a 'no show' and both the hotel and Booking.com refuse to give me a refund.

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Booking.comteam's Response to DonnaFitz's Review

Written on: 18/08/2014

Hello,

I have located your reservation and it looks like the room type you have selected was indeed not able to accommodate the 3 adults, as stated on the website next to the room type you booked. As you booked through Booking.com, the reservation should of been cancelled through Booking.com as well to be able to receive a cancellation and not be charged by the hotel. As Booking.com did not charge you, we would not be able to refund any money, but I will try to contact the property one more time on your behalf and will send you an email shortly to follow up.

Regards,
Lissa
Booking.com Customer Service Team

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