Advice on what to do please

Nacnud57

I booked hotel accommodation through booking.com. The hotel says they have not received the booking and have no alternative accommodation available. Booking.com says they are not to blame. Both won’t back down so currently I have no holiday and have lost my payment…….

newatc

I'm not an expert but your booking is with booking.com so it is they that must sort it out, find you alternate accommodation or refund you. Can't see any point in further contacts between you and hotel.

Good luck.

LinLui

newatc said:

I'm not an expert but your booking is with booking.com so it is they that must sort it out, find you alternate accommodation or refund you. Can't see any point in further contacts between you and hotel.

Good luck.

And good luck with that. I had similar and it took several weeks of arguing and threatening legal action to get my money back. They refused reimbursement, told my CC company that I owed them the money even when the hotel actually backed my claim (they had a room but no booking so I ended up having to pay twice). I won't touch booking.com with a disinfected barge pole now. 

Mark_d

Sometimes when you book a hotel through a travel agent, the hotel doesn't have the traveller details until quite near your arrival date.  So maybe there's no need to panic.

The travel agent facilitates the booking process.  They are not a reseller and so you might not be able to hold them liable if the hotel loses your booking, or double books your room (for example).

Maybe the hotel have your booking but are unable to find it due to having your surname written differently.  In my family we have spaces, apostrophe's and hyphens in our surnames - so often names are recorded differently in different systems.

You have made the booking in good faith, so maybe your travel insurance will cover you if you have problems when it comes to checking-in.  I would give the travel insurance a call in advance, so that you understand where you stand

Jemma01

How did you pay? Booking.com would have charged you. Let them know you will report them to your bank, and contact your bank with evidence they charged you and failed to provide the service. You're protected if you paid by debit/credit cards.

Unfortunately, if they refuse to take responsibility, you'll need to book somewhere else or cancel if you haven't travelled yet, until all is resolved. They won't refund the new place, but booking.com should refund your money since you pay them and they pay the other place. There should be a payment confirmation in your email to booking.com