Booking.com Cancellation Fees

longers1

Any help appreciated:

I booked a hotel for three rooms late last night for tomorrow evening (friday) for a family surprise but then almost immediately i found out some bad news, so attempted to cancel it on booking.com before midnight.
The link wouldn't allow me to cancel, so i chose to do that this morning. I am upset to find i will be charged the full fee for all three rooms, even though I tried last night to cancel, and it is over 24 hours before check in.

Does anyone one know if there is anything that can be done as the fault appears to be on booking.com's side of things? I even took a screen grab of the information at 23.59 last night saying I had no bookings to cancel, as I feared something like this may happen! Have contacted the hotel and booking.com but am yet to here back.

Any ideas how i can resolve this without paying?

nad33m

longers1 wrote: »

Any help appreciated:
The link wouldn't allow me to cancel, so i chose to do that this morning. I am upset to find i will be charged the full fee for all three rooms, even though I tried last night to cancel, and it is over 24 hours before check in.

Did they say you will be charged the full fee? Or did you check your credid card and they have taken the full amount for the rooms? They may be in the process of issueing a refund.

When you say "fee" do you mean they will take a fee to cancel (not full payment for the rooms)?

longers1

I had an email saying i would be charged the full fee - they haven't taken it yet but as far as i can work out they will do.

I have contacted both booking.com and the hotel and await response!

Any thoughts?

OlliesDad

longers1 wrote: »

I had an email saying i would be charged the full fee - they haven't taken it yet but as far as i can work out they will do.

I have contacted both booking.com and the hotel and await response!

Any thoughts?

Do their terms and conditions allow cancellations? The cancellation terms are set by the accommodation and therefore is individual to each hotel.. what did it say when booking?

longers1

It says the fee will be charged - good news is, finally got through to booking.com and the hotel has agreed to waive the charge!

On an advice note, always take a screen shot of the website if it is playing up! Booking.com may have covered me as i had proof the website wasn't working

thanks all

Country_Cousin

I have found when booking via Bookings.com that they are very clear. You can pay a slightly cheaper price and that is an advanced booking with no refunds. Or you can pay slightly more and have a booking that includes a cancellation policy - the details of which are clearly stated if you click on the link.

hcb42

Booking.com do not take the payment either. It is always the hotel. Many hotels are quite decent about this although if you have booked a saver rate there is a risk of losing money. Glad it was sorted favourably.