Booking.com / Swiss hotel cancellation issue

jpsartre

lampard wrote: »

As usual on money saving expert forums someone always knows best and tries to start a fight.

There is no fight, it's a simple fact that it's down to your memory how the room was displayed. You may remember correctly or not. You don't have to be stupid to make a mistake. Personally I find it unlikely that the room would be listed with free cancellation when the automatically generated email confirmation contradicts it.

leylandsunaddict

lampard wrote: »

The hotel did contact booking.com and the room was cancelled for free.

The support staff who called me from booking.com was from the Netherlands and he himself confirmed this was not an isolated incident it has happened before on their site.

Booking.com is based in the Netherlands so naturally their support staff are there. If this is happening then booking.com perhaps need to have a word with the hotels involved.

If a room is shown as free cancellation then your email confirmation would also show free cancellation. The email is just a 'copy' of what's on screen. It can't show something that isn't what was booked.

It's very easy to select the wrong room because they're listed right under each other. I'm not saying you did, but it's an easy mistake to make.

lampard

leylandsunaddict wrote: »

Booking.com is based in the Netherlands so naturally their support staff are there. If this is happening then booking.com perhaps need to have a word with the hotels involved.

If a room is shown as free cancellation then your email confirmation would also show free cancellation. The email is just a 'copy' of what's on screen. It can't show something that isn't what was booked.

It's very easy to select the wrong room because they're listed right under each other. I'm not saying you did, but it's an easy mistake to make.

The screen showed this information. I cannot be any clearer than that. It was in the correct section (your choices).


I did not make a split decision I specifically read the text for the room and it was there.


Had the screen properly rendered and the choice presented was non refundable I would not have reserved it!


Others report the same issue as I have done to booking, their attitude seems to be to ignore it.


Perhaps the lesson here is to screenshot before you book. I for one will not be using them ever again.