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    • andrewjohnlane
    • By andrewjohnlane 18th May 17, 10:00 AM
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    andrewjohnlane
    Advice dealing with a hotel refusing free Cancellation option
    • #1
    • 18th May 17, 10:00 AM
    Advice dealing with a hotel refusing free Cancellation option 18th May 17 at 10:00 AM
    I'm hoping someone can offer some advice on our options for an issue we are having. We have reserved a room with a hotel in paris for December through booking.com which had 2 offers included - reserve now, pay on arrival and free cancellation until the day before arrival.

    Since reserving we have been occasionally checking rates and have found a better deal so obviously wanted to switch but not only will the hotel refuse the cancellation, they have also taken full payment from the account and are refusing to refund it.

    I'm fairly certain this isn't legal and have brought it up with booking.com but they're not at all interested and are just telling us it's an issue with the hotel that we have to sort directly?

    Has anyone experienced this before and can help us with what our options are or how to proceed?
Page 1
    • waamo
    • By waamo 18th May 17, 10:14 AM
    • 2,100 Posts
    • 2,503 Thanks
    waamo
    • #2
    • 18th May 17, 10:14 AM
    • #2
    • 18th May 17, 10:14 AM
    Did you chose the free cancellation?
    This space for hire.
    • andrewjohnlane
    • By andrewjohnlane 18th May 17, 10:16 AM
    • 6 Posts
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    andrewjohnlane
    • #3
    • 18th May 17, 10:16 AM
    • #3
    • 18th May 17, 10:16 AM
    Hi yes we chose the option for free cancellation and pay on arrival.
    • Castle
    • By Castle 18th May 17, 10:43 AM
    • 1,301 Posts
    • 1,687 Thanks
    Castle
    • #4
    • 18th May 17, 10:43 AM
    • #4
    • 18th May 17, 10:43 AM
    Have you tried your credit card company?
    • paddyrg
    • By paddyrg 18th May 17, 12:33 PM
    • 13,079 Posts
    • 11,141 Thanks
    paddyrg
    • #5
    • 18th May 17, 12:33 PM
    • #5
    • 18th May 17, 12:33 PM
    Booking.com are your travel agent - talk to them about it. They'll call the hotel and have WAY more clout than you alone.
    • andrewjohnlane
    • By andrewjohnlane 18th May 17, 12:49 PM
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    andrewjohnlane
    • #6
    • 18th May 17, 12:49 PM
    • #6
    • 18th May 17, 12:49 PM
    We've tried that but they're denying any responsibility and telling us we need to take it up directly with the hotel but I think that's a cop out by them, just not sure how I can prove it and get them to do something about it.

    Will check the credit card route, see if they can help.
    • IAmWales
    • By IAmWales 18th May 17, 2:01 PM
    • 1,672 Posts
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    IAmWales
    • #7
    • 18th May 17, 2:01 PM
    • #7
    • 18th May 17, 2:01 PM
    What does your booking confirmation say?
    • daytona0
    • By daytona0 18th May 17, 3:37 PM
    • 2,237 Posts
    • 2,666 Thanks
    daytona0
    • #8
    • 18th May 17, 3:37 PM
    • #8
    • 18th May 17, 3:37 PM
    What does your booking confirmation say?
    Originally posted by IAmWales
    Aye. You need to check your email first OP.

    I've just found a booking confirmation which I made with booking.com last year and it very clearly states:

    Cancellation policy
    Please note, if cancelled, modified or in case of no-show, the total price of the reservation will be charged.
    Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
    Cancellation cost
    From now on: 369 zł
    This reservation can not be cancelled free of charge.
    If yours is worded in a similar way then the answer is tough luck...

    If yours is worded in a way which suggests free cancellation (as you are advising) then point this out to booking.com and the hotel. In addition to this, go to your credit card company.
    • hcb42
    • By hcb42 18th May 17, 4:37 PM
    • 5,782 Posts
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    hcb42
    • #9
    • 18th May 17, 4:37 PM
    • #9
    • 18th May 17, 4:37 PM
    Put in a written complaint to Booking.com.

    If you have a clear confirmation that it states free cancellation, then the hotel were wrong to take your payment, and must abide by the terms - booking.com are able to sort this for you if the hotel won't admit to their error.
    • Le_Kirk
    • By Le_Kirk 18th May 17, 4:42 PM
    • 2,198 Posts
    • 1,117 Thanks
    Le_Kirk
    Have they actually taken the money or just ring fenced it?
    • andrewjohnlane
    • By andrewjohnlane 18th May 17, 4:44 PM
    • 6 Posts
    • 0 Thanks
    andrewjohnlane
    Thanks for the advice everyone, I'm certain we had the free cancellation and pay on arrival options as that's the reason we reserved it but will triple check the confirmation when I get chance.

    Payments been taken in full and they're refusing to refund it, booking.com also refusing to do anything about it.
    • bris
    • By bris 18th May 17, 11:08 PM
    • 7,046 Posts
    • 6,047 Thanks
    bris
    They always have 2 options, it's a bit more expensive for the free cancellation than it is for the non cancellation option. Which is a bit of a mystery why its called a free cancelation as you are paying more but that aside check you didn't pick the cheaper option.
    • hollydays
    • By hollydays 19th May 17, 8:22 AM
    • 15,544 Posts
    • 11,329 Thanks
    hollydays
    Might be helpful if you post your communications with them.
    • RADDERS
    • By RADDERS 19th May 17, 8:35 AM
    • 158 Posts
    • 144 Thanks
    RADDERS
    Hubby had this with booking dot com, made a booking that could be cancelled and full amount was taken from credit card straight away.
    As the booking is not until July we checked with the hotel and if he wants to cancel he can and the money will be refunded.
    When we looked there was a small paragraph at the end of the email saying that the money would be taken immediately but he missed that, but it can still be cancelled.
    • andrewjohnlane
    • By andrewjohnlane 19th May 17, 8:35 AM
    • 6 Posts
    • 0 Thanks
    andrewjohnlane
    Ok so I've had the confirmations sent to me by the person the reserved it and you're right it does say on the confirmation that payment will be taken before arrival despite the offer on booking.com saying it is payment on arrival and free cancellation so I guess it's not the hotels error but also advertising on booking.coms part? I have pictures/screenshots but can't see how I can attach them if it's not a URL link?
    • waamo
    • By waamo 19th May 17, 9:15 AM
    • 2,100 Posts
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    waamo
    Put a link up but change http to hxxp and people can then cut and paste it into their browser.
    This space for hire.
    • andrewjohnlane
    • By andrewjohnlane 19th May 17, 9:19 AM
    • 6 Posts
    • 0 Thanks
    andrewjohnlane
    Sorry, I have the screen shots on my phone so I'm l not sure what I need to put into the URL that will help you to see them?
    • waamo
    • By waamo 19th May 17, 9:51 AM
    • 2,100 Posts
    • 2,503 Thanks
    waamo
    You need to upload the pictures to a hosting site like photobucket or similar. That will then generate a URL that you can slightly amend and post here.
    This space for hire.
    • DoaM
    • By DoaM 19th May 17, 11:51 AM
    • 3,496 Posts
    • 3,553 Thanks
    DoaM
    Change http to hxxp to get around the "new posters can't post links" restriction. Someone here will probably reply making it a clickable link.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • bengal-stripe
    • By bengal-stripe 19th May 17, 4:30 PM
    • 3,153 Posts
    • 2,028 Thanks
    bengal-stripe
    Ok so I've had the confirmations sent to me by the person the reserved it......so I guess it's not the hotels error but also advertising on booking.coms part?
    Originally posted by andrewjohnlane
    Most likely, the error was made by the person who did the booking on your behalf.
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