Booking.com - compensation request
Just looking for some advice on my below ordeal with Booking.com and whether I’ve any more mileage in going further getting compensation. Here’s the story;
November 2022 – booked a guest house in London, £110, pay at the property for Saturday 8th July. All confirmed okay. This is because we were going to Wembley to see Blur
4th July – get an email from Booking.com reminding me to check everything’s okay for the booking
8th July – take 5hr coach trip from Leeds to London. Go to where guest should be… can’t find it. Make several unanswered calls to guest house. Call booking.com who say they’ll investigate.
45 mins later get an email from them saying the guest house is closed and that I now need to book somewhere else, and they’ll provide up to £33 for it.
Have a look – and of course as I’m booking on the day the cheapest one anywhere for ‘London’ is £400… significantly more than our original booking (and miles away).
So I make the second call of the afternoon, aksing they help find somewhere else. Long call short, they do, it’s an hour away though. They say they can’t book it for me, they need to email me with the details and I do it. Okay, so I wait.
25 mins later, no email. We’re up against it now, time wise, as the doors have opened to our concert and the first of three support acts are due to start soon. We wanted to be there around this time.
I make call number three to chase up on this email, stating the urgency of our situation. Email comes through ten minutes after the call. When I try and book the property… it says they’re fully booked. I can’t book it.
So I make call number four and express my frustration. We’re missing our concert and are currently stranded. After a VERY long hold an agent finds somewhere… an hour the other direction and £359. So we’d be massively out of pocket and have to go there, then an hour the other way to Wembley.
At this time my friend finds a hotel NEXT to Wembley for £300… on Booking.com! So how the agent couldn’t find this I don’t know. So we book this instead on my credit card and have to get an Uber to it so we don’t miss any more of the concert.
We make it to see Blur but have missed all of the support acts who we wanted to see. We’re tired and stressed and the shine of the whole day has been thoroughly extinguished by the whole ordeal.
So I write up the above and send in a complaint on the following Tuesday – and I’m afraid to say a similar ordeal has transpired. In short I’ve made four more phone calls to them and around six or seven emails asking for compensation.
The very first response I got was them saying yes they’d pay for the taxi fare, sorry for messing up our travel plans – no acknowledgement of the hotel fiasco or them offering an alternative that was booked by the time they actually sent it on.
I have since received a refund for the difference in our original hotel price and the alternative, and an additional £38 for the Uber drive.
Am I in my rights to request more, considering the time spent by me trying to deal with this, specifically on the day (3hrs + ) which meant we missed a large part of the concert we spent so much money on?
I have asked for the WHOLE hotel bill to be compensated as well as a token gesture towards our ticket price – am I chasing a lost cause?
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