Booking.com booking problems ?

Annarooster

Have booked with booking.com a lot because it suits to be able to have the flexibility to change dates and to pay on arrival.

I reserved two rooms, unfortunately for me they (the hotel in Portugal ) did take the money £650 last Thursday on the day my rent was due. (Meaning my rent bounced )
When I saw this pending I cancelled the trip Immediately and got straigjt in touch with the hotel who said I couldn't cancel and if I didn't come they would still keep the charge for the room.
It clearly states in booking.com terms that there is no fee cancellation up to. A month before.
I contacted booking .com on Thursday evening and they said yes there shouldn't be a charge, that they would look into it, and that the hotel did not want to refund me, they would try to have it sorted by Friday but it may take up to five days.
On Friday they sent me a form to prove it had debited my bank account which I completed and sent back. I also contacted my bank.
Heard nothing yesterday, rang today to be told that they need to investigate it with the hotel (that they can't get hold of) , it may take 5 days (again) these are clearly stock answers...there is no one I can complain to but there is a questionaire emailed out after the query is dealt with...
What I don't understand is
1. Why can't booking .com refund me what they agree I am owed, and then take it up with the hotel to get the money back?
2. Does anyone know if they are regulated? Or if there is anything I can do about this?
I'm so upset, my rent still isn't paid, I will incur bank charges and I feel like I have no way to complain or to stop this happening to anyone else

bigadaj

It depends on what the actual terms and conditions were that you signed up to.

Whilst their normal practice is free cancellation there may be individual issues in contracts with particular hotels or chains that vary that.

If your confident that what they have done is wrong then contact your bank and get it reversed as an unauthorised transaction under chargeback.

davelewis

The hotels will upload their own cancellation policy and payment policy - it is entirely up to the hotels on both matters. Booking.com are only a booking agent - they will tell you that your contract is with the hotel and they are only the agent.

If the hotel has incorrectly taken the money and has done so in contravention of their own cancellation policy you are perfectly correct to chase this. I would keep chasing both 'Booking.com' and the hotel. Remember that 'Booking.com' will be charging the hotel commision of 15% plus VAT for everynight you stay in the hotel (around £100 of the £650 you paid). Make them earn their £100 and chase this for you!!

sheramber

How did you pay?

When did you expect the hotel to take the payment?

If they had 'taken' the money after your rent was paid would you have had enough money in your account?

littlereddevil

I think the OP thought it was pay on arrival, as is usual with booking.com