Booking.com

Smudge0_7

I recently booked a 2 night stay using booking.com for my anniversary. This was for a Friday and Saturday night. When we arrived at the hotel they said that we had arrived on the wrong day. They had us down as staying on the Thursday and Friday so we were a day late. I immediately checked my booking details and it definitely said Friday and Saturday. The hotel said they were now fully booked for the Saturday night and couldn't accommodate us. I rang booking.com and they found us alternative accommodation for the Saturday which was more expensive but we wouldn't be out of pocket so we accepted. The problem is that I have now been charged for the Thursday and Friday at the original place and also the Saturday night at the new place. I contacted booking.com again and they said as this was the Hotels fault they would have to refund me. The hotel are obviously refusing as they say its booking.coms fault. All I know is this isn't my fault and I spent the whole of what should've been an enjoyable weekend away on the phone to booking.com. Also the new accommodation for the Saturday night didn't include breakfast so it wasn't exactly like for like. Does anybody know what I'm entitled to with regards to a refund   as I don't seem to be getting anywhere with it and my 2 nights away have now cost me £345 instead of the £220 I originally budgeted for. 

MobileSaver

Smudge0_7 said:

I recently booked a 2 night stay using booking.com for my anniversary. This was for a Friday and Saturday night. When we arrived at the hotel they said that we had arrived on the wrong day. They had us down as staying on the Thursday and Friday so we were a day late. I immediately checked my booking details and it definitely said Friday and Saturday. The hotel said they were now fully booked for the Saturday night and couldn't accommodate us. I rang booking.com and they found us alternative accommodation for the Saturday which was more expensive but we wouldn't be out of pocket so we accepted. The problem is that I have now been charged for the Thursday and Friday at the original place and also the Saturday night at the new place. I contacted booking.com again and they said as this was the Hotels fault they would have to refund me. The hotel are obviously refusing as they say its booking.coms fault. All I know is this isn't my fault and I spent the whole of what should've been an enjoyable weekend away on the phone to booking.com. Also the new accommodation for the Saturday night didn't include breakfast so it wasn't exactly like for like. Does anybody know what I'm entitled to with regards to a refund   as I don't seem to be getting anywhere with it and my 2 nights away have now cost me £345 instead of the £220 I originally budgeted for. 

Firstly, many people will not take the time to read through that wall of text - I'd suggest editing your post to add paragraphs if you want more responses.

The hotel will almost certainly have access to booking.com's portal which shows all the booking details - ask them for a screenshot of the Booking.com Reservation Details for your booking; this will show your name and the check-in and check-out dates and will confirm whether booking.com or the hotel made the error (it's almost certainly the hotel.)

If the hotel refuses to provide evidence then send them a Letter Before Action claiming for the Thursday night's refund, the court fees and an extra £19 or £38 Litigant in Person costs. (Of course if it is Booking.com's error then you contact them instead.)

mattyprice4004

I've had similar in the past - I refused to leave, and asked the hotel to show me the booking on their system. 
The receptionist refused, so I involved the manager - he sheepishly showed me the confirmation for the correct dates. 
In the end they put me up at a hotel down the road at their cost, including taxis and breakfast (as I was staying for a few days, and the next night they did have room for me). 

The above advice is good - follow up with the hotel and ask for proof of the dates being incorrect, then use Small Claims to reclaim the money owed from the correct party.