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Not sure if this should be under consumer affairs or scams!
I know we have had a few threads about Booking.com but wait ‘till you hear this.
Bellow you will see a screenshot of their page for the Rembrandt Hotel in Kensington. The deal is £159.00 for a classic twin and £159.20 for a double executive. We booked the double exec and were charged £159.20. They sent an email confirmation to say a Classic Twin was reserved at £159.20. Naturally we called their customer services and pointed out the error. That evening we had to call again and, with some vigour pointed out the error and expressed our ‘disappointment ‘that they had not sorted it out. They first of all tried to claim we selected the wrong room –Not true because the cost was for the executive- Ok, I know it is only 20pence but we wanted an exec. Double and the price indicated we selected an executive double –anyway….Yesterday both booking.com and the Rembrandt sent us emails telling us that we must pay an extra £20 to upgrade our room! So we would pay £179.20 for a room they clearly advertise as costing £159.20
I duly danced an absolute fandango. Their options are if we want what they advertised and what we booked we must either pay an extra £20 or put up with the twin inferior room. – OH or lose our money. So I emailed and made a formal complaint. It was ignored. I then emailed Darren Huston the CEO and a chap from the USA has been trying to call us. We have pointed out that all communication must be by email so everything is in writing but he keeps saying he wants to ‘chat’ about it. We will see how that turns out because no way would I trust ‘man with forked tongue’. In writing or nothing.
I have emailed the Rembrandt and expressed my disappointment that they are supporting booking.com. –We stay there a lot but…..on expenses and yes I can claim this visit as well but that is not the point. Surely this is some sort of scam. Pay us more for what you booked or you lose your money!
Anyway, there it is –be warned and your comments would be greatly appreciated.
I know we have had a few threads about Booking.com but wait ‘till you hear this.
Bellow you will see a screenshot of their page for the Rembrandt Hotel in Kensington. The deal is £159.00 for a classic twin and £159.20 for a double executive. We booked the double exec and were charged £159.20. They sent an email confirmation to say a Classic Twin was reserved at £159.20. Naturally we called their customer services and pointed out the error. That evening we had to call again and, with some vigour pointed out the error and expressed our ‘disappointment ‘that they had not sorted it out. They first of all tried to claim we selected the wrong room –Not true because the cost was for the executive- Ok, I know it is only 20pence but we wanted an exec. Double and the price indicated we selected an executive double –anyway….Yesterday both booking.com and the Rembrandt sent us emails telling us that we must pay an extra £20 to upgrade our room! So we would pay £179.20 for a room they clearly advertise as costing £159.20
I duly danced an absolute fandango. Their options are if we want what they advertised and what we booked we must either pay an extra £20 or put up with the twin inferior room. – OH or lose our money. So I emailed and made a formal complaint. It was ignored. I then emailed Darren Huston the CEO and a chap from the USA has been trying to call us. We have pointed out that all communication must be by email so everything is in writing but he keeps saying he wants to ‘chat’ about it. We will see how that turns out because no way would I trust ‘man with forked tongue’. In writing or nothing.
I have emailed the Rembrandt and expressed my disappointment that they are supporting booking.com. –We stay there a lot but…..on expenses and yes I can claim this visit as well but that is not the point. Surely this is some sort of scam. Pay us more for what you booked or you lose your money!
Anyway, there it is –be warned and your comments would be greatly appreciated.
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