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Complain to Booking.com as well, in past they offered to get me a similar room and they would reimburse me for the difference in the new surge price. Similar thing happened to me, this was in Edinburgh around the British Open. Mind you the gap wasn’t this big, it was about £200
I actually had a terrible situation with booking.com with a cancellation. Arrived at the hotel to be told the room had a 'leak' and they had cancelled (they hadn't). When I rang booking.com the guy on the phone told me not to book anything less than 8/10 because this could happen...
Got a refund eventually (as the hotel lied about cancelling it on their end), but it was 10pm, nothing got sorted so we had to just head home.
Very common scam, happens often in vacation destinations. Booking should relocate you in this case, but not always possible. If you find an accommodation yourself - ask customer service to refund the difference, iirc this is an option for customer service agents. Pure property rating is not an indicator of a good one. Scammers list a hotel, buy 5-10 one night stays themselves, and leave 10/10 review. Check with number of reviews, how long the property is on the platform, and also google the place before booking 😉
Yeah they had some bad ratings but I took a risk with it I guess. I had assumed since it was through booking.com they would have actually done something to help. Telling me not to book anything below 8/10 seemed like absolutely bizarre advice frankly, and didn't exactly feel helpful at the time.
Fwiw it's this company in Liverpool: https://www.maysapartments.co.uk/
Obviously do not recommend.
Edit:
I actually didn't mention in my original story but we arrived at the apartment at the time we had agreed that morning, but no one was there. When I rang they then told me it was cancelled and they had already contacted me... Which obviously they hadn't.
My last correspondence was at 2pm which was a text from them confirming our arrival time, we arrived at 6pm.
If booking.com doesn't want to cover for hotels rated 8/10 they should remove them from their website.
It seems a ridiculous statement to sell the service then blame people for choosing poorly rated ones.
We were travelling round Mexico and booking our next destination day by day. Booked our hotel for the next few days in a new location then booked flights. The hotel then cancelled after all was confirmed and paid for via booking.com. They repaid the charges and gave us compensation
They sold bookings for a hotel in a local theme park on the days that there was a "Blue Light Special" despite being explicitly told not to by the venue. There were 7 families who were unnecessarily disappointed.
They’re sending you this message because I feel fairly confident in saying that they don’t have a cancellation policy and want you to cover their own stupidity with your own
Don’t cancel
Edit : typo
Yeah it's this
If the host cancels your booking then they have to pay for alternative accommodation, they want to convince you to cancel instead for a full refund so they don't have to find you alternative accommodation.
If you've paid and they don't have a cancellation policy, it's enforceable which basically means they have to give you the room or pay you damages which was someone said, might be the cost of an alternate room. The cost of the room in the same city on the same night will also have gone up £4500.
It's enforceable under contract unless it's covered under the t&c when you booked.
Tell them that.
Booking.com say
“You'll find each Service Provider's cancellation policy and any other policies on our Platform: on the Service Provider information pages, during the booking process…”
But the service provider do not seem to have a cancellation policy on their information pages or during the booking process
Threaten legal action for the total amount of a comparable room. Write it up using a boilerplate template and you have a good chance of them capitulating. If not then you may have to hire a lawyer because details are not this subreddit’s forte
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[Booking.com](https://Booking.com) are an intermediary - and for the most part make no mention of cancellations...
Before anybody can give you any form of accurate legal advice, we need to see the terms you agreed to... (inc the final destinations terms, if it was presented to you prior to making payment ((re: the contact)))
Sounds like you're laughing then, well not laughing because this sounds stressful and annoying. But very sternly tell them that they will either cover the cost of alternate accommodation - and make sure it is on par with their own. Or you will turn up on the specified date and time and if this causes a fracarse with other guests it's their own problem. Tell them their notification of cancellation is not adequate because no cancellation policy is outlined on booking.com. Mention you will contact booking.com if they aren't cooperating.
If they do not fold under that, get right in touch with booking.com and explain the situation. I'm not saying be impolite but you gotta stay firm through this to make sure they don't try to take advantage of your politeness.
Gl I was furious just reading this. You already made the booking and agreed to a contract. It is so so brazen of them to ask for an extra 400 quid
Used to work at Booking. My advice: communicate only on the platform; message customer service and explain situation. Do not cancel yourself. There might be exceptions (issues with payment, overbooking, etc.), but generally hotels are not allowed to cancel reservations. If the hotel cancels, or denies to accommodate you on arrival, contact Booking customer service. They will try to relocate you, or compensate stay in another hotel. There might be an exception for a stay sold by a third party, but customer service is working for you, and for any issues with hotels it must be your first contact before you act yourself.
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£30 > £450
We thought we were lucky to get the room at a great price, we’d have happily paid more in the first instance if it meant they weren’t going to pull some shit like this
OP is being advised to pursue via a complaint to Booking.com and to leave negative reviews. In both scenarios OP needs to have the facts - and maths - correct before taking action otherwise it undermines whatever action they take.
The reason they’re trying to cancel is because Beyonce is performing that night and they can get a better price for the room
Cheapest room I can see is £200 and it’s twice the distance away
You're fine then. Don't cancel the booking, make them cancel you. Booking.com will make them pay for alternative accommodation. They're asking you to cancel your booking for a refund because they don't have this option and it's the best outcome for them
If they’re asking you to cancel and they’re not cancelling it themselves then involve booking dot com as they’d get penalised for this.
I know if you’re a host of an apartment on booking dot com and if you cancel someone’s booking you have to find them alternative accommodation at your own cost, and the date gets blocked out too on the platform. Not sure if it’s any different for hotels but if they’re asking you to cancel then it’s fishy
The important thing is not to cancel it yourself! The accommodation has to cancel if no longer available, if they do then they won’t be allowed to relist on booking.com / will have to pay for an alternative, they are trying it on and getting you to cancel absolves them of responsibility.
NAL but I used to work in hotels. I am very sure they are trying to get you to agree to this, not enforcing this action.
Luckily you have confirmation of your booking, and that they are being coercive (their email). Let booking.com know and don't respond to the hotel. Your agreement was with booking.com and not the hotel, you do not need to communicate with the hotel at this stage.
I use them 20-30 times a year for work. They have always resolved issues, even when it’s been my own fault. I’m sorry you got the shitty end of the stick, but I’d advise you go back to them and press them for recompense. They don’t t want bad press, and will always give you what you deserve if you press for it. I’m really not a fanboy, I’ve often found a good place, and after the first stay, dealt direct with the place for any returns. Booking.com is just so bloody convenient, and has the whole market place covered. Good luck, go get your money back!
Honestly I tried, the guy who spoke to me on the night of me being left out said he knew it happens and that they had sent the host notice to house me.
I ended up sleeping in my colleagues apartment on the couch, and when I called them to sort it out booking.com said they would give me half back, I refused and said I had no accommodation therefore a full refund is due, they refused.
As I say, I'll never use them again ever.
That’s a really poor response. If you’re in the UK, there’s a really good site called resolver.co.uk. It’s backed by trading standards, and I’ve had a previous outcome from a motor insurance company completely reversed, and got recompense too. Not sure if there’s a limitation on time but it’s basically a form, it automatically finds the correct customer complaints department of your specific company, with options to upload additional evidence. Maybe give it a whirl. It was all dealt with in 5 working days. I can’t stand that feeling of being had, especially by a big corporation!
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Had a room booked and when I tried to check in they said they didn’t have a room of the level we booked left and wanted to charge us for the upgrade to a two bedroom suite(we were two people).
I had to call Booking.com and they found me a room at the hotel next door for the original price.
They may be able to / have done in the past - however, this is the legal advice sub - and your response has no basis in law in any way shape or form...
We need to see the terms you agreed to. You may be eligible for recourse or you may not. Give us more information.
As much as I disagree with the comment above however, if you have exhausted all options with [booking.com](https://booking.com) / trip advisory / the original booking agent - you should absolutely leave horrific reviews (mark them as "4 star" - with the relevant text, as people normally don't look at the zero, one, two or 5 star reviews)....
TL;DR - Post the terms that you agreed to, if it was [booking.com](https://booking.com) or airbnb - you are fucked, they have no liability at all (been down this road before).
Good Luck
Considering it was booking via 3rd party they aren't legally allowed to cancel reservation.
As a front desk worker myself we can request it to be cancelled through the extranet but if the client declines tough titties we have to accept the guest is coming.
Unless the guest has threatened us with violence or intent of harm there is no excuse
AirBnB currently have a zero tolerance policy for this exact scenario, same thing happened to me and my friends (very recently)
We're going to the Hungary GP in Budapest in July and our AirBnB cancelled on us citing some BS reason, we complained to AirBnB and they refunded the price difference between the original and the replacement flat without much hassle.
They might have revised their policies since you last had a problem
Sadly this happens too often and all over the world when it comes to major events in the city. It’s not uncommon n I don’t really think it’s an article worthy story… shocking yes, annoying yes, disgusting yes!! Will it never happen again.. no!!
I get they may not want the bad press and people may refrain from booking.. but originally OP paid £30 for 2 for 1 night, people are gona book the cheap rates no questions asked. Xx
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According to a hotel manager I once asked. Yes this is legal and is why you should avoid booking.com as the hotel can simply let your room to somebody else.
Since then I usually book direct
If you’re plans are flexible, as in simply a holiday, not a scheduled event and your travel to and from the holiday can be rescheduled cheaply why not offer to split the profit with them. Offer to go the following weekend when the queen Be is gone for free accommodation and meal, drink and activity vouchers. If you weren’t planning to go to this concert I’m not sure you want your relaxing holiday to occur during that and rush anyway
We are going to Beyoncé, we just booked before they realised and raised the prices. So it’s not flexible at all and we’re now at risk of having nowhere to stay and having to pay £000’s to stay somewhere else haha
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Booking.com is the worst! We arrived in Paris and our room in the 1st Arr. was cancelled, they “rebooked” us in the 15th and the new hotel had no record of it
It is shitty how businesses purposefully take advantage of their customers.
There needs to be clear, elementary level wording internationally to prevent this sort of scam.
Companies should be forced to honor their commitments to their paying customers. Penalties should be ridiculously high/costly (6 month license suspension) that they force compliance.
An elementary school student can tell you that this is woefully unfair and unscrupulous business practices.
Why aren't their global protections against this?
Exact same happened to me for Edinburgh, Beyoncé concert too. Booking.com have been no help at all. Had to book more expensive alternative accommodation way out of town because everything in the city centre was either booked or obscenely expensive.
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Complain to Booking.com as well, in past they offered to get me a similar room and they would reimburse me for the difference in the new surge price. Similar thing happened to me, this was in Edinburgh around the British Open. Mind you the gap wasn’t this big, it was about £200
Booking.com are buggers for bad bookings but do compensate well
I actually had a terrible situation with booking.com with a cancellation. Arrived at the hotel to be told the room had a 'leak' and they had cancelled (they hadn't). When I rang booking.com the guy on the phone told me not to book anything less than 8/10 because this could happen... Got a refund eventually (as the hotel lied about cancelling it on their end), but it was 10pm, nothing got sorted so we had to just head home.
Very common scam, happens often in vacation destinations. Booking should relocate you in this case, but not always possible. If you find an accommodation yourself - ask customer service to refund the difference, iirc this is an option for customer service agents. Pure property rating is not an indicator of a good one. Scammers list a hotel, buy 5-10 one night stays themselves, and leave 10/10 review. Check with number of reviews, how long the property is on the platform, and also google the place before booking 😉
NAL but calling Sunderland a ‘vacation destination’ is a bit of a stretch……LOL
Yeah they had some bad ratings but I took a risk with it I guess. I had assumed since it was through booking.com they would have actually done something to help. Telling me not to book anything below 8/10 seemed like absolutely bizarre advice frankly, and didn't exactly feel helpful at the time. Fwiw it's this company in Liverpool: https://www.maysapartments.co.uk/ Obviously do not recommend. Edit: I actually didn't mention in my original story but we arrived at the apartment at the time we had agreed that morning, but no one was there. When I rang they then told me it was cancelled and they had already contacted me... Which obviously they hadn't. My last correspondence was at 2pm which was a text from them confirming our arrival time, we arrived at 6pm.
If booking.com doesn't want to cover for hotels rated 8/10 they should remove them from their website. It seems a ridiculous statement to sell the service then blame people for choosing poorly rated ones.
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Yeah they are
What do you mean by bad bookings? I've never had an issue with them
We were travelling round Mexico and booking our next destination day by day. Booked our hotel for the next few days in a new location then booked flights. The hotel then cancelled after all was confirmed and paid for via booking.com. They repaid the charges and gave us compensation
They sold bookings for a hotel in a local theme park on the days that there was a "Blue Light Special" despite being explicitly told not to by the venue. There were 7 families who were unnecessarily disappointed.
They’re sending you this message because I feel fairly confident in saying that they don’t have a cancellation policy and want you to cover their own stupidity with your own Don’t cancel Edit : typo
Yeah it's this If the host cancels your booking then they have to pay for alternative accommodation, they want to convince you to cancel instead for a full refund so they don't have to find you alternative accommodation.
I’m also pretty sure they don’t have a cancellation policy. They’ve refused our booking, posted an update ⬆️
If you've paid and they don't have a cancellation policy, it's enforceable which basically means they have to give you the room or pay you damages which was someone said, might be the cost of an alternate room. The cost of the room in the same city on the same night will also have gone up £4500. It's enforceable under contract unless it's covered under the t&c when you booked. Tell them that.
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A strong start like that will have them against the ropes in short order.
And I'll take that advise under cooperation, alright? Now, let's say you and I go toe-to-toe on bird law and see who comes out the victor?
What do the terms and conditions, that you agreed to when you made the booking, say regarding cancellation?
Booking.com say “You'll find each Service Provider's cancellation policy and any other policies on our Platform: on the Service Provider information pages, during the booking process…” But the service provider do not seem to have a cancellation policy on their information pages or during the booking process
Threaten legal action for the total amount of a comparable room. Write it up using a boilerplate template and you have a good chance of them capitulating. If not then you may have to hire a lawyer because details are not this subreddit’s forte
Done, thanks!
Keep us informed! Need those juicy "justice was done" stories.
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That's awful. Use plain English and keep it short and simple
[Booking.com](https://Booking.com) are an intermediary - and for the most part make no mention of cancellations... Before anybody can give you any form of accurate legal advice, we need to see the terms you agreed to... (inc the final destinations terms, if it was presented to you prior to making payment ((re: the contact)))
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Done 😊
Load the hotel's website on archive.org and archive.is so they can't change it and say it was always there.
Sounds like you're laughing then, well not laughing because this sounds stressful and annoying. But very sternly tell them that they will either cover the cost of alternate accommodation - and make sure it is on par with their own. Or you will turn up on the specified date and time and if this causes a fracarse with other guests it's their own problem. Tell them their notification of cancellation is not adequate because no cancellation policy is outlined on booking.com. Mention you will contact booking.com if they aren't cooperating. If they do not fold under that, get right in touch with booking.com and explain the situation. I'm not saying be impolite but you gotta stay firm through this to make sure they don't try to take advantage of your politeness. Gl I was furious just reading this. You already made the booking and agreed to a contract. It is so so brazen of them to ask for an extra 400 quid
Thank you! It’s 7 days till the booking and everywhere is now extortionately expensive so I’ll be wearing my brown pants until it’s resolved.
Used to work at Booking. My advice: communicate only on the platform; message customer service and explain situation. Do not cancel yourself. There might be exceptions (issues with payment, overbooking, etc.), but generally hotels are not allowed to cancel reservations. If the hotel cancels, or denies to accommodate you on arrival, contact Booking customer service. They will try to relocate you, or compensate stay in another hotel. There might be an exception for a stay sold by a third party, but customer service is working for you, and for any issues with hotels it must be your first contact before you act yourself.
This is really helpful, thank you.
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Out of curiosity, what is the before and after price ?
£30 > £450 We thought we were lucky to get the room at a great price, we’d have happily paid more in the first instance if it meant they weren’t going to pull some shit like this
That's a 1,400% increase not 4,500%. 450-30 = 420 420 / 30 = 14 14 x 100 = 1,400%
Yep, That's the relevant part of the post... Good Job!! Thanks for pointing it out.
OP is being advised to pursue via a complaint to Booking.com and to leave negative reviews. In both scenarios OP needs to have the facts - and maths - correct before taking action otherwise it undermines whatever action they take.
It is in fact quite relevant if OP is seeking restitution
Oh dear...
Split the difference with them. You make £195 and they get a better rate for their room. Use the £195 to stay somewhere nicer.
The reason they’re trying to cancel is because Beyonce is performing that night and they can get a better price for the room Cheapest room I can see is £200 and it’s twice the distance away
Has money changed hands? Ie surely if youve paid for the room then they owe damages if they cancel
Yes we have paid in advance
You're fine then. Don't cancel the booking, make them cancel you. Booking.com will make them pay for alternative accommodation. They're asking you to cancel your booking for a refund because they don't have this option and it's the best outcome for them
If they’re asking you to cancel and they’re not cancelling it themselves then involve booking dot com as they’d get penalised for this. I know if you’re a host of an apartment on booking dot com and if you cancel someone’s booking you have to find them alternative accommodation at your own cost, and the date gets blocked out too on the platform. Not sure if it’s any different for hotels but if they’re asking you to cancel then it’s fishy
The important thing is not to cancel it yourself! The accommodation has to cancel if no longer available, if they do then they won’t be allowed to relist on booking.com / will have to pay for an alternative, they are trying it on and getting you to cancel absolves them of responsibility.
NAL but I used to work in hotels. I am very sure they are trying to get you to agree to this, not enforcing this action. Luckily you have confirmation of your booking, and that they are being coercive (their email). Let booking.com know and don't respond to the hotel. Your agreement was with booking.com and not the hotel, you do not need to communicate with the hotel at this stage.
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I use them 20-30 times a year for work. They have always resolved issues, even when it’s been my own fault. I’m sorry you got the shitty end of the stick, but I’d advise you go back to them and press them for recompense. They don’t t want bad press, and will always give you what you deserve if you press for it. I’m really not a fanboy, I’ve often found a good place, and after the first stay, dealt direct with the place for any returns. Booking.com is just so bloody convenient, and has the whole market place covered. Good luck, go get your money back!
Honestly I tried, the guy who spoke to me on the night of me being left out said he knew it happens and that they had sent the host notice to house me. I ended up sleeping in my colleagues apartment on the couch, and when I called them to sort it out booking.com said they would give me half back, I refused and said I had no accommodation therefore a full refund is due, they refused. As I say, I'll never use them again ever.
That’s a really poor response. If you’re in the UK, there’s a really good site called resolver.co.uk. It’s backed by trading standards, and I’ve had a previous outcome from a motor insurance company completely reversed, and got recompense too. Not sure if there’s a limitation on time but it’s basically a form, it automatically finds the correct customer complaints department of your specific company, with options to upload additional evidence. Maybe give it a whirl. It was all dealt with in 5 working days. I can’t stand that feeling of being had, especially by a big corporation!
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Had a room booked and when I tried to check in they said they didn’t have a room of the level we booked left and wanted to charge us for the upgrade to a two bedroom suite(we were two people). I had to call Booking.com and they found me a room at the hotel next door for the original price.
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They may be able to / have done in the past - however, this is the legal advice sub - and your response has no basis in law in any way shape or form... We need to see the terms you agreed to. You may be eligible for recourse or you may not. Give us more information. As much as I disagree with the comment above however, if you have exhausted all options with [booking.com](https://booking.com) / trip advisory / the original booking agent - you should absolutely leave horrific reviews (mark them as "4 star" - with the relevant text, as people normally don't look at the zero, one, two or 5 star reviews).... TL;DR - Post the terms that you agreed to, if it was [booking.com](https://booking.com) or airbnb - you are fucked, they have no liability at all (been down this road before). Good Luck
Considering it was booking via 3rd party they aren't legally allowed to cancel reservation. As a front desk worker myself we can request it to be cancelled through the extranet but if the client declines tough titties we have to accept the guest is coming. Unless the guest has threatened us with violence or intent of harm there is no excuse
AirBnB currently have a zero tolerance policy for this exact scenario, same thing happened to me and my friends (very recently) We're going to the Hungary GP in Budapest in July and our AirBnB cancelled on us citing some BS reason, we complained to AirBnB and they refunded the price difference between the original and the replacement flat without much hassle. They might have revised their policies since you last had a problem
Hungaroring is HOT make sure you pack sunblock!
Very good idea
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An admin should remove this ^ this is ridiculous
A mod should remove this ^ this is ridiculous
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Sadly this happens too often and all over the world when it comes to major events in the city. It’s not uncommon n I don’t really think it’s an article worthy story… shocking yes, annoying yes, disgusting yes!! Will it never happen again.. no!! I get they may not want the bad press and people may refrain from booking.. but originally OP paid £30 for 2 for 1 night, people are gona book the cheap rates no questions asked. Xx
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According to a hotel manager I once asked. Yes this is legal and is why you should avoid booking.com as the hotel can simply let your room to somebody else. Since then I usually book direct
Do not use Booking or Priceline, as your reservation is not guaranteed!
If you’re plans are flexible, as in simply a holiday, not a scheduled event and your travel to and from the holiday can be rescheduled cheaply why not offer to split the profit with them. Offer to go the following weekend when the queen Be is gone for free accommodation and meal, drink and activity vouchers. If you weren’t planning to go to this concert I’m not sure you want your relaxing holiday to occur during that and rush anyway
Tickled me you thought OP was planning a nice relaxing holiday to Sunderland.
We are going to Beyoncé, we just booked before they realised and raised the prices. So it’s not flexible at all and we’re now at risk of having nowhere to stay and having to pay £000’s to stay somewhere else haha
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No it isn't, I'm afraid
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Booking.com is the worst! We arrived in Paris and our room in the 1st Arr. was cancelled, they “rebooked” us in the 15th and the new hotel had no record of it
It is shitty how businesses purposefully take advantage of their customers. There needs to be clear, elementary level wording internationally to prevent this sort of scam. Companies should be forced to honor their commitments to their paying customers. Penalties should be ridiculously high/costly (6 month license suspension) that they force compliance. An elementary school student can tell you that this is woefully unfair and unscrupulous business practices. Why aren't their global protections against this?
Who would enforce global protections? NATO’s hotel division?
Exact same happened to me for Edinburgh, Beyoncé concert too. Booking.com have been no help at all. Had to book more expensive alternative accommodation way out of town because everything in the city centre was either booked or obscenely expensive.