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Booking.com trouble with property manager
tellingtales123
Posts: 9 Forumite
Hi everyone, this is my first post and I am at my wits end and I dont know who to turn too..
On March 1st 2020 I made a reservation to stay in an apartment in Leeds through booking.com with a group of friends. Clearly, the pandemic took over and this booking needed to be changed. I contacted booking.com to alter my reservation, which I did well in advanced of the free cancellation policy. I was contacted then by the property manager directly over the phone who was happy to move the booking for me. I changed the dates to Sepember 26th 2020 and recevied my updated booking confirmation email through booking.com. Again, September arrives and at this time Leeds was heading into a local lockdown. I contacted the property manager again who again was happy to move my stay to April 3rd 2021. I received an email from booking.com stating their was an issue with moving the booking as the property was already booked. So, I phoned the property managed and explained the email to him. He stated not to worry, as it was my re booking of the apartment that had caused the email and not to worry, my stay was confirmed. I did not get an updated Booking.com email confirmation. I rasied this with the property manager saying I would like it for my records. All he did was send me an email through the booking.com site confirming the property was booked for my stay, April 3rd 2021.
Fast forward and again, due to the pandemic this booking is likely not to go ahead. The group of friends has requested I just now ask for a full refund and we will book again when we know for sure it is safe. I have tried to make numerous attempts to contact the property manager through calling and texts and had no response. I asked for a refund which I feel I should be entitled to as previously I was able to have a free cancellation up to two weeks prior to my stay. I then quickly realised that the property had me over a barrel as I never got my updated booking.com confirmation email which would have stated the cancellation policy. After this I kindly requested some form of communication so I could re arrange the dates as I had had no trouble before. Again, no response. I am unable to leave voice messages for some reason. I have also been in contact with booking.com through twitter and online help services. After explaining my situation to them, they have tried to contact them themselves and requested a credit note for me. They also stated they should be honest with regards to all the emails and texts bewteen us. They too, have heard nothing. They also stated that their contrct with me ended when I did not get my last confirmation email through booking.com so they cannot help further. I am over £300 out of pocket and under pressure from friends for this money back. My last resort is to write a letter and send it to the apartment adress I have but I doubt anything will come of it. What can I do?
On March 1st 2020 I made a reservation to stay in an apartment in Leeds through booking.com with a group of friends. Clearly, the pandemic took over and this booking needed to be changed. I contacted booking.com to alter my reservation, which I did well in advanced of the free cancellation policy. I was contacted then by the property manager directly over the phone who was happy to move the booking for me. I changed the dates to Sepember 26th 2020 and recevied my updated booking confirmation email through booking.com. Again, September arrives and at this time Leeds was heading into a local lockdown. I contacted the property manager again who again was happy to move my stay to April 3rd 2021. I received an email from booking.com stating their was an issue with moving the booking as the property was already booked. So, I phoned the property managed and explained the email to him. He stated not to worry, as it was my re booking of the apartment that had caused the email and not to worry, my stay was confirmed. I did not get an updated Booking.com email confirmation. I rasied this with the property manager saying I would like it for my records. All he did was send me an email through the booking.com site confirming the property was booked for my stay, April 3rd 2021.
Fast forward and again, due to the pandemic this booking is likely not to go ahead. The group of friends has requested I just now ask for a full refund and we will book again when we know for sure it is safe. I have tried to make numerous attempts to contact the property manager through calling and texts and had no response. I asked for a refund which I feel I should be entitled to as previously I was able to have a free cancellation up to two weeks prior to my stay. I then quickly realised that the property had me over a barrel as I never got my updated booking.com confirmation email which would have stated the cancellation policy. After this I kindly requested some form of communication so I could re arrange the dates as I had had no trouble before. Again, no response. I am unable to leave voice messages for some reason. I have also been in contact with booking.com through twitter and online help services. After explaining my situation to them, they have tried to contact them themselves and requested a credit note for me. They also stated they should be honest with regards to all the emails and texts bewteen us. They too, have heard nothing. They also stated that their contrct with me ended when I did not get my last confirmation email through booking.com so they cannot help further. I am over £300 out of pocket and under pressure from friends for this money back. My last resort is to write a letter and send it to the apartment adress I have but I doubt anything will come of it. What can I do?
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Comments
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Too many questions
Do you have a login to Booking.com's portal ?
Does it show the latest booking
What cancelation does it say against any booking?
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Yes I have a login to booking.com portal but it no longer shows up as a booking. I basically think that since I didnt get a re-confirmation email for the April 2021 booking, they think I stayed there in September.Jumblebumble said:Too many questions
Do you have a login to Booking.com's portal ?
Does it show the latest booking
What cancelation does it say against any booking?
Unsure what you mean on the last question - On my previous 2 confirmation emails it says I can cancel free of charge up to 14 days before. But they already took the money from my account for the booking way back in March 2020.0 -
If it no longer shows upas a booking, perhaps chase booking.com for a refund from the September cancellation. Don't mention the change of dates, just say it was cancelled but you haven't received the refund yet.0
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Lack of response could be down to them either no longer trading or they have become another Covid statistic.
Do Booking.com still have the property showing?Life in the slow lane0 -
Yes property still up on booking.com and you are able to place a booking with themborn_again said:Lack of response could be down to them either no longer trading or they have become another Covid statistic.
Do Booking.com still have the property showing?0
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