Unexpected extra charge for hotel breakfast on booking.com

Bluebell1000

We used booking.com to book a hotel for 4 (2 adults, 2 children) with breakfast. Booking.com sent us an order confirmation which said there was about 6 euros city tax to pay at the hotel but didn't show any other charges.

On arrival the hotel said it only included 2 breakfasts, and we had to pay for 2 children's breakfasts on top of what we'd paid to booking.com (an extra 12.90) plus the expected city tax.

I raised a complaint with booking.com and have had the reply that they've checked with the hotel and the rate only included 2 breakfasts. They have apologised but not offered anything to make up for it.

I've asked booking.com to refund the charge for extra breakfasts as I don't feel the advent represented the hotel's approach honestly, as we weren't told of the charges. I'm still awaiting a reply, but I wanted to ask if there is any particular consumer rights legislation this would come under? Or trading standards? 

the_lunatic_is_in_my_head

Hello OP

If you have a booking for 4 people with breakfast then that’s what you should get.

If something went awry with the booking and you only paid for breakfast for two people I can see why the hotel would ask for the extra.

It’s unclear why this happened, have Booking.com provided an explanation?

Bluebell1000

This was their explanation: a room for 4 only includes breakfast for 2...

Upon checking the reservation, we notice that you have been charged for the extra charges for the breakfast. We have escalated this issues to our internal and did some investigation with the hotel. The result came out that the price only includes breakfast for 2 adults and children fee does not include that fee. 

Thus, it is valid for the property to charge for the extra of 12.90EUR for the fee.

the_lunatic_is_in_my_head

I see so they are saying kids are a different rate and that rate doesn’t included breakfast.

Really you’d have to go though a test booking and see if it’s stated anywhere.

If not and you picked the option that says breakfast included I think Booking.com should cover it as it’s a problem with their booking flow.

How may mornings was this for OP?

As with most things it’s a letter before action followed by small claims.

If 2 morning small claims probably isn’t worth the headache, 14 mornings for 2 kids and it adds up to a fair amount to chase. 

Other issue is I think Booking.com is in the Netherlands.

Being a persistent, but polite, thorn in their side might squeeze a few quid of “good will” from them.

If you Google ceo email and search that site for Booking.com there is a contact email there that might get a response from higher up the chain  

Hoenir

Was your booking for the 2 person rate with breakfast included. Rather than the initially cheaper 4 person rate where breakfast is an additional charge of £11 per person.  Which works out more expensive. This would explain the additional charge for the 2 children's breakfasts. Costing you £12.90 as opposed to the full £22. 

The above is my understanding of the hotel's tariff structure on Booking. Com for a 2+2 booking at the hotel. 

Bluebell1000

Hoenir said:

Was your booking for the 2 person rate with breakfast included. Rather than the initially cheaper 4 person rate where breakfast is an additional charge of £11 per person.  Which works out more expensive. This would explain the additional charge for the 2 children's breakfasts. Costing you £12.90 as opposed to the full £22. 

The above is my understanding of the hotel's tariff structure on Booking. Com for a 2+2 booking at the hotel. 

Thanks, we booked for 2 adults 2 children and as far as we were aware the rate included breakfast for everyone. Our booking confirmation said there was city tax to pay at the hotel but nothing else. I would have already applied the breakfast filter so we didn't have options you mention.

It was just one night so not worth small claims, but if we'd had full info up front we might not have chosen to book there, so it's really about the principle that I don't think they should be able to hide costs like that.

TELLIT01

What, if anything, does the booking confirmation say about breakfast?

Bluebell1000

TELLIT01 said:

What, if anything, does the booking confirmation say about breakfast?

It confirms we have booked for 2 adults 2 children and says 'breakfast is included in the final price '. 

Hoenir

Bluebell1000 said:

Hoenir said:

Was your booking for the 2 person rate with breakfast included. Rather than the initially cheaper 4 person rate where breakfast is an additional charge of £11 per person.  Which works out more expensive. This would explain the additional charge for the 2 children's breakfasts. Costing you £12.90 as opposed to the full £22. 

The above is my understanding of the hotel's tariff structure on Booking. Com for a 2+2 booking at the hotel. 

Thanks, we booked for 2 adults 2 children and as far as we were aware the rate included breakfast for everyone. Our booking confirmation said there was city tax to pay at the hotel but nothing else. I would have already applied the breakfast filter so we didn't have options you mention.

Suggest you revisit the website again. Seemed as water clear to me.  As to the options available. There's no four people rate available that has breakfast included. Safe to assume that the hotel doesn't charge for breakfast for children upfront. As they've no idea as to requirements or whether parents will bring their food. 

Bluebell1000

Hoenir said:

Bluebell1000 said:

Hoenir said:

Was your booking for the 2 person rate with breakfast included. Rather than the initially cheaper 4 person rate where breakfast is an additional charge of £11 per person.  Which works out more expensive. This would explain the additional charge for the 2 children's breakfasts. Costing you £12.90 as opposed to the full £22. 

The above is my understanding of the hotel's tariff structure on Booking. Com for a 2+2 booking at the hotel. 

Thanks, we booked for 2 adults 2 children and as far as we were aware the rate included breakfast for everyone. Our booking confirmation said there was city tax to pay at the hotel but nothing else. I would have already applied the breakfast filter so we didn't have options you mention.

Suggest you revisit the website again. Seemed as water clear to me.  As to the options available. There's no four people rate available that has breakfast included. Safe to assume that the hotel doesn't charge for breakfast for children upfront. As they've no idea as to requirements or whether parents will bring their food. 

They may have changed the website now, but when we booked, we booked a 4 person rate with breakfast included. As I said above, we received confirmation of the following by email. I don't think there is any other interpretation here around breakfast...

"Maximum capacity

4 guests maximum, of which 4 adults maximum.

Your total price is based on the rate for your booked number of guests (2 adults, 2 children). Extra prices may apply for additional guests, up to the maximum capacity.

Breakfast

Breakfast is included in the final price."

However that's not what I asked, if anyone has any advice over which specific consumer rights this falls under I'd appreciate it.

Grumpy_chap

Bluebell1000 said:

Thanks, we booked for 2 adults 2 children and as far as we were aware the rate included breakfast for everyone. 

What exactly did the hotel / booking site say with regard to the child rate?

I recently stayed in a hotel where the rooms have double bed plus a sofa bed.  The rate for the room included breakfast.
It was irrelevant to me as I was travelling alone (business trip), but it was school holidays and I did notice there was an offer "kids stay free".  The text explained that the "kids stay free" meant up to two children staying in the same room as parents and continued that the "kids stay free" did not include breakfast for the kids.  The room rate included two breakfasts and the kids breakfasts were extra at £x for up to age A, or £y for age A to adult.

Did the detail of the OP's hotel have something similar about the "kids" rate?