Booking.com
Complaint 226327 Details

I booked one night in a hotel through Booking.com at a price I was satisfied with. I subsequently added a second night, but only discovered after I had left the hotel that the price had gone up by around 20% for both nights - in effect not honouring the guaranteed price of the first night. I called Booking.com's helpline and got through to a robotic woman who kept parroting the same message that the hotel might have changed it's rates between my making the first booking and making the change. She eventually seemed to understand my complaint and called the hotel. When she got back to me, she indicated I would receive a refund. Later on, however, I received a mail from Booking.com which began "Thank you for using Booking.com" before telling me I would not be getting a refund because the hotel's rate had changed. I like Booking.com's website and ipad app, but if their business is to profit from brokering hotel rooms, they need to take responsibility for mistakes like this and not just blame the hotel. I am bitterly disappointed and will not be using them again!