Unexpected extra charge for hotel breakfast on booking.com

Bluebell1000

Hoenir said:

Bluebell1000 said:

Hoenir said:

Marvel1 said:

From the screenshot I would assume it includes for all 4.

Next option is for two people. However children are free. 

Please could you point me to the section on the site that says children are free? I don't see that anywhere (though we booked the 4 person option as shown, not a 2 person option).

The symbols next to the room rate denotes the number of people staying in the room. With a 2 adult 2 children booking. It's possible to book the cheaper 2 person rate with breakfast included. 

Oh, okay, I see what you mean. We definitely booked the 4 person rate not the two person rate.

Bluebell1000

BethRobinson said:

I'll give you the €13

😅 Thanks for the offer but for me it's more about the principle of making sure that they advertise correctly, so that people actually get what they are expecting and believe they've paid for. That's something that only booking.com can sort out. 

Bluebell1000

A (hopefully) final update. An email to the CEO got a response from customer service, who have been very helpful. They've found a technical error in the hotel system which meant the breakfast booking wasn't passed on correctly. They are making sure this is fixed so that others don't have the same problem in future, and have also refunded the breakfast we paid for, plus a bit extra as an apology. I'm happy with how they have sorted it out.