Hotels.com

djmsemcgrath

I'm sure this has been discussed before, and I guess it's not really a consumer issue, but it always frustrates me and confuses me, and I'd like to understand it further. It feels like it's misleading.



The five options shown are the same room.

Now, my questions on this would be:

1. I am a "Silver Member" so I'm entitled to receive "offers to selected customers only". It appears I have two special prices, both of which are more than the original price? How can this be classed as an offer?

2. Option 4 appears identical to option 1, except for the benefit of free cancellation. I don't think it's unreasonable for me to assume that the phrase free cancellation would relate to the ability to cancel for free. So, why are they charging £107 for this free benefit?

3. Comparing option 5 to option 1 - surely to God, breakfast can't add £179 to the price!

I always get very confused at Hotels.com options - can someone help explain them to me?

visidigi

damianjmcgrath wrote: »

I'm sure this has been discussed before, and I guess it's not really a consumer issue, but it always frustrates me and confuses me, and I'd like to understand it further. It feels like it's misleading.



Now, my questions on this would be:

1. I am a "Silver Member" so I'm entitled to receive "offers to selected customers only". It appears that room options 1, 2 and 3 are identical, except my special price is £13 more? And I didn't understand option 3 at all - presumably, I have two special prices, both of which are more than the original price? How can this be classed as an offer?

2. Option 4 appears identical to option 1, except for the benefit of free cancellation. I don't think it's unreasonable for me to assume that the phrase free cancellation would relate to the ability to cancel for free. So, why are they charging £107 for this free benefit?

3. Comparing option 5 to option 1 - surely to God, breakfast can't add £179 to the price!

I always get very confused at Hotels.com options - can someone help explain them to me?

1) there may be more info on the site cant tell what the difference is with a screenshot.

2) It has different terms, free cancellation is an added and in some cases a significant benefit. This is no different to the price of flights etc. Its very common in the industry, supply, demand and more.

3) See 2.

djmsemcgrath

1) What other information would you expect to see? I screenshotted the information I can see - any other information hidden away somewhere else isn't relevant to this transaction, is it?

2) I can't see the different terms listed anywhere? And how can free cancellation be a benefit when they charge for it, and the charge is greater than the cancellation penalty would be? For example, the option without free cancellation charge me 1 night's stay as a penalty, which in this case is £80. The option with free cancellation is £107 more.

visidigi

damianjmcgrath wrote: »

1) What other information would you expect to see? I screenshotted the information I can see - any other information hidden away somewhere else isn't relevant to this transaction, is it?

2) I can't see the different terms listed anywhere? And how can free cancellation be a benefit when they charge for it, and the charge is greater than the cancellation penalty would be? For example, the option without free cancellation charge me 1 night's stay as a penalty, which in this case is £80. The option with free cancellation is £107 more.

1) I have no idea if its relevant, but to give you an example, the parking charges, resort fess etc are not shown in the area you have screenshotted, but they apply. Without knowing the specifics of your request its hard to give you a site-specific reason. Is there any information in the 'i''s alongside the price?

2) You really need to stop looking at specific words and expecting what you want rather than what applies. The Free cancellation is a free cancellation without penalty. Like you have said the option that doesn't have free cancellation has a penalty clause. So maybe they should word it 'no penalty charge cancellation' - which would need explaining everytime...

As for your penalty clause - supply, demand and risk.

djmsemcgrath

1) The i symbol just gives me a daily breakdown for the 3 nights I've selected. Parking charges and resort fees would presumably come under the heading in the price column of "including all taxes and fees"?

2) I will admit to not being particularly legally minded but I don't think it's unreasonable to assume free cancellation is a free benefit. However, even if I take your point that it means "there will be no fee for cancelling", how can this even be sold as a benefit if they charge more for the option than the cancellation penalty would be anyway? It would be completely counterproductive to select that option. Your answer of "risk" would make sense if they were charging £40 to enable you to cancel and avoid the £80 penalty - that way, it's a calculated risk - but to charge £107 more to avoid the £80 fee seems insane!

JReacher1

damianjmcgrath wrote: »

1) What other information would you expect to see? I screenshotted the information I can see - any other information hidden away somewhere else isn't relevant to this transaction, is it?

2) I can't see the different terms listed anywhere? And how can free cancellation be a benefit when they charge for it, and the charge is greater than the cancellation penalty would be? For example, the option without free cancellation charge me 1 night's stay as a penalty, which in this case is £80. The option with free cancellation is £107 more.

It says option one is none refundable. That implies you pay up front the £301 and can't get this money refunded. The £408 rate means you can cancel the room for free.

As for breakfast costs you need to compare option 5 with option 4 as they are like for like. I don't think £72 for breakfast for three mornings for three people is that unreasonable.

djmsemcgrath

I guess comparing options 4 and 5, the breakfast doesn't seem that bad.

I understand your logic of why they charge a little extra for the ability to cancel for free - it's almost like insurance. But the question was around why is the "extra" price MORE than the cancellation penalty would be? That doesnt make any sense at all.

tomtontom

The different rates are aimed at different people. If I am travelling for work I'll pay more to book a refundable rate, because my plans may change closer to the date. If I'm travelling for pleasure my plans are generally set so I would look for the best non refundable rate.

Any clearer?

tomtontom

damianjmcgrath wrote: »

I guess comparing options 4 and 5, the breakfast doesn't seem that bad.

I understand your logic of why they charge a little extra for the ability to cancel for free - it's almost like insurance. But the question was around why is the "extra" price MORE than the cancellation penalty would be? That doesnt make any sense at all.

Unless you can see something we cannot, the cancellation penalty on option 1 would be £301.

visidigi

damianjmcgrath wrote: »

1) The i symbol just gives me a daily breakdown for the 3 nights I've selected. Parking charges and resort fees would presumably come under the heading in the price column of "including all taxes and fees"?

2) I will admit to not being particularly legally minded but I don't think it's unreasonable to assume free cancellation is a free benefit. However, even if I take your point that it means "there will be no fee for cancelling", how can this even be sold as a benefit if they charge more for the option than the cancellation penalty would be anyway? It would be completely counterproductive to select that option. Your answer of "risk" would make sense if they were charging £40 to enable you to cancel and avoid the £80 penalty - that way, it's a calculated risk - but to charge £107 more to avoid the £80 fee seems insane!

1) nope, they are usually in the additional boxes down the bottom of the screen (off the end of your screenshot)

2) I would need to see the full information for that hotel I have not had a case where hotels.com would refund everything bar the first night for a multi night stay. All those I have booked have been a full loss as you are fully paying up front.

For businesses, free cancellation is important. For personal use, we used it when we did a road trip as it allowed us to lock in a good price and if our circumstances changed we could switch without penalty. Additionally we used it in LA, when we fixed a price and monitored it daily for a better non refund deal. In cities of high demand and fluctuating supply this proved very cost effective for us.