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  • FIRST POST
    • gazza200
    • By gazza200 2nd Jan 18, 4:50 PM
    • 5Posts
    • 1Thanks
    gazza200
    Booking.com complaint
    • #1
    • 2nd Jan 18, 4:50 PM
    Booking.com complaint 2nd Jan 18 at 4:50 PM
    Hello

    I booked a room via booking.com n America but when I got to the hotel they had no record of me....!
    The hotel was full so could not put us up...
    As it was close to midnight booking.com could not find us a room through them but they found us a room in a motel miles away several miles away....
    I have complained and they have offered travel expenses....
    Is there an ombudsman for booking.com..?

    Gazza200
Page 1
    • Fosterdog
    • By Fosterdog 2nd Jan 18, 5:09 PM
    • 3,551 Posts
    • 6,105 Thanks
    Fosterdog
    • #2
    • 2nd Jan 18, 5:09 PM
    • #2
    • 2nd Jan 18, 5:09 PM
    What exactly do you need an ombudsman for? Typically an obudsman is used where there is a dispute, if they are reimbursing your costs then they are rectifying the problem so there is no dispute.
    • gazza200
    • By gazza200 6th Jan 18, 10:08 AM
    • 5 Posts
    • 1 Thanks
    gazza200
    • #3
    • 6th Jan 18, 10:08 AM
    • #3
    • 6th Jan 18, 10:08 AM
    Thanks for your reply...

    My dispute is that I booked a lovely city center hotel...so we could walk about to places... and I ended up in a motel in the middle of nowhere and had to wait for transport wherever we went...if I book the Hilton and end up in a days inn, I am slightly peeved...
    • Westin
    • By Westin 6th Jan 18, 6:08 PM
    • 1,218 Posts
    • 898 Thanks
    Westin
    • #4
    • 6th Jan 18, 6:08 PM
    • #4
    • 6th Jan 18, 6:08 PM
    Have you considered that it was the hotel that was oversold? Far easier to tell a guest who arrives that they don’t have a reservation from an agency rather than to admit they have overbooked.
    • shaun from Africa
    • By shaun from Africa 6th Jan 18, 6:38 PM
    • 9,679 Posts
    • 10,871 Thanks
    shaun from Africa
    • #5
    • 6th Jan 18, 6:38 PM
    • #5
    • 6th Jan 18, 6:38 PM
    Have you considered that it was the hotel that was oversold? Far easier to tell a guest who arrives that they donít have a reservation from an agency rather than to admit they have overbooked.
    Originally posted by Westin

    It doesn't matter who the screw up was made by.
    The OP had a contract with Booking.com and if they didn't get a room in the hotel specified in that contract but ended up with lower quality accommodation in a different part of town to the area in which they wanted to stay then ultimately it's down to Booking.com to investigate any complaints and if necessary, issue a partial refund or give compensation for the lower standard of accommodation provided.
    • gazza200
    • By gazza200 14th Jan 18, 8:16 PM
    • 5 Posts
    • 1 Thanks
    gazza200
    • #6
    • 14th Jan 18, 8:16 PM
    • #6
    • 14th Jan 18, 8:16 PM
    Well I have looked into it, and it appears there is no recourse if booking.com do not supply you with the hotel you have booked....I have just accepted their offer of the travel expenses, and they have made a goodwill gesture of 25 euros...but it is scant compensation for arriving at a hotel near midnight to be told there is no room and then also informed as because it is close to midnight.....they cannot book one for you either!
    • Keep pedalling
    • By Keep pedalling 14th Jan 18, 8:57 PM
    • 4,325 Posts
    • 4,700 Thanks
    Keep pedalling
    • #7
    • 14th Jan 18, 8:57 PM
    • #7
    • 14th Jan 18, 8:57 PM
    American hotels are terrible for this, happened to me in San Francisco and Boston.
    • pmduk
    • By pmduk 15th Jan 18, 9:06 AM
    • 7,789 Posts
    • 5,634 Thanks
    pmduk
    • #8
    • 15th Jan 18, 9:06 AM
    • #8
    • 15th Jan 18, 9:06 AM
    Booking.com have a history of this and a pretty poor Customer Service to back it up. They're regularly featured in consumer pages of the weekend press. The Observer yesterday for example.
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