Hotel cancelled me but still charged me - what can I do?!

Donal

I booked 3 hotel rooms for me and 2 of my friends a couple of weekends back through booking.com. A week before the trip the hotel (Fox Hotel in Wolverhampton) rang me to say that booking.com hadn't updated its servers, and the rooms were booked already by people going to the V Festival.

I confirmed with the guy that all 3 rooms in the 3 different names were cancelled, and he confirmed.

However, upon looking at my debit card statement, I've been charged for two rooms; it looks like the room booked in my name was the only one cancelled.

I've contacted the hotel via email, with no reply, and the manager hasn't been in the past two phone calls. Do I have any other options??

dacouch

Do they mean they cancelled a week before the trip as the people attending the V festival paid much more for the rooms...

Donal

You know, I never actually considered that, as we were indeed paying a special offer rate, what a balls!

They seem to be avoiding me however, is there a higher authority I can complain to?

dacouch

Its a common trick with Hotels. We have it on MSE a lot where people book up for weddings etc and then a big sporting event etc etc is announced in the area and they advise the person for some reason they cannot have the room.

Donal

Yeah, it's not a huge surprise to me indeed. But they still charged me! Any idea who to complain to?

dacouch

Who debited your card, the hotel or the booking company?

Donal

Booking.com mate, but I assumed the Fox Hotel okayed it?

KeithP

So, who told booking.com about the cancellation?

cleo1299

Contact booking.com and explain what happened. Chances are it's just a mistake and they will refund your card and sort it out with the hotel. Since booking.com charged your card, they are the ones to talk to.

Donal

I've just contacted booking.com, let's see what they say!