False advertising ??- Booking.com

gossipgirl99

I have recently booked a stay in a hotel in Kenya through Booking.Com - in the listing for the hotel it stated transfers to and from the hotel & airport along with a 1 day safari were included in the price - I thought it was a great deal and booked.  Booking confirmation from Booking.Com clearly state both transfers and safari are included in the price.

Upon trying to arrange my transfers to and from the airport and the safari, I have been informed by the hotel, that these are NOT INCLUDED in the price and are additional extras at the hotel - they refuse to honor the deal and have stated they have never offered this deal.

I have tried to address this with Booking.Com but had an almost illegible E mail stating it had been sorted - but again the hotel says it has not !!  Both additional extras will cost me now close to £200.00 - I am travelling alone so this is hefty unplanned increase on my trip.  The booking is a matter of a few weeks away, so too late for me to cancel or change and get a hotel of a similar standard.

Who do I hold accountable for this and what do I do??  Any advice will be greatly appreciated.  Thanks

Westin

Have you asked booking.com?

Booking.com has been offering a promotion for free airport transfers on select hotels. I assume you have found one of these. I had assumed it was a negotiated offer with the hotel paying but perhaps it is something booking.com partly share cost on and organise.  Ask the booking agency.

Archergirl

Make sure the safari park fees are included as well they can be very expensive and often you need to pay them to the tour guides.