Hotel booking cancellation

gabrielf

I made a reservation for a hotel using Bookings.com

The website offered free cancellation for a lengthy period so I made the reservation with peace of mind that I could cancel.

Sure enough, after five days I cancelled the booking and they refunded in full.

I used my Santander Zero credit card - so no foreign exchange fees should have applied.

However:

1. Rather than take a deposit, they deducted the full amount of $2891.77 which on 5 Nov was £2353.60 (exchange rate 0.8138 $:£)

2. The refund on 8 Nov was for $2891.77 totaling £2310.35 (0.7989 $:£)

The volatility was due to the US presidential election.

As a result, I have lost £43 for a consumer purchase that was never even used.

I made a complaint to Santander and they claim that "the nature of the dispute is not covered by the dispute resolution process". I made a complaint to Bookings.com and they claim, correctly that the refund was made in full.

I do not dispute that the refund was made in full, but I have lost out to a large cooperation who could have either deducted a deposit in my local currency to avoid issues like these, or simply ring-fenced the deposit.

The bookings.com website shows the price in GBP and offer FREE CANCELLATION although there is small print about charging in local currency. However, I cannot see any mention that the fees would be deducted in full at the point of making the reservation.

Any advice on this would be greatly appreciated! Thank you.

paddyrg

Some you win, some you lose, I'd suggest.

gettingtheresometime

I know I made a booking for a Dutch hotel via booking.com for the very reason you did it free cancellation.

I cancelled but I wasn't charged in the first place.

What were the hotel's terms? Did they say they would take payment but would refund if you cancelled?

I guess that's the problem when you book a foreign hotel; you could have equally benefited if the US $ had moved the other way

sheramber

Looks like it is up to the hotel when they charge

Does the hotel need a deposit or a payment in advance?
Most hotels do not require an advance payment or deposit. If they do you will find the details under ‘Hotel Policies’ on the hotel’s Booking.com page and in your confirmation email.

daytona0

Killer question, would you have paid the ~£43 back to Santander had you effectively won the currency lotto instead of losing?

bris

No one is to blame for conversion rates, you can't seriously think you have a complaint.

Next time be sure before you book it's the chance you take in the currency sweep stakes.

photome

I have booked hotels in $ before and then cancelled and ended u better off due to the conversion, some you win some you lose

I guess the question is did it say they would take the whole amount as a deposit if not maybe you have a complaint

you def dont have a complaint re the conversion

gabrielf

Thanks everyone for the feedback.

What bugs me in particular is that they took the full amount at time of booking which was 2 months ahead of the date of arrival. I was not aware that they would make such a deduction until I saw my credit card statement.

Booking.com advised me that in the T&C's it says that the full amount "MAY" be deducted.

I have learned in future to settle for a higher price where the fee is only deducted at check-in.

After a few emails to Booking.com they have met me half way and made an offer of 25E towards the loss.