Cancelling Booking.com online reservation

[Phillip74]

Hello All - Please help! After reserving a Hotel Room on Booking.com for Holiday in August this year in Le touquet , after Two hours and looking at the reviews, we decided to cancel under grounds that:-

1. We do not agree with the additional costs for our pet dog
2. We do not agree with the additional costs for parking
3. We do not agree with the costs of the breakfasts
4. We are not satisfied with Hotel locational and room sizes

We were informed that the booking was non-refundable and that the entire bookings costs will still be charged at 500 euros! and they sent an email stating that they have contacted the Hotel and they are unable to make an exception for this case? On the email two hyperlinks state:- I accept the charges - please cancel my reservation & Do not cancel my reservation

As an online purchaser, could someone please advise what our rights are for UK/international online reservations?

Many Thanks
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[PAWS]

Re: Cancelling Booking.com online reservation

I am afraid I have no idea what your rights are in this instance but someone may be along who can advise. You could try emailing Darren Huston CEO at Booking.com. Darren.Huston@booking.com

[stevemLS]

Re: Cancelling Booking.com online reservation

Their terms and conditions say that cancellation policy is determined by the accommodation provider.

Were these additionnal charges not clear before you made the booking? Which property is it?

As far as I can see, Regulation 14 of the CCICACRs exclude holiday accommodation booked for a specified date from the right to cancel, sorry.

[Kati]

Re: Cancelling Booking.com online reservation

http://www.booking.com/faq.en-gb.html

Can I cancel or change my reservation through Booking.com?
Yes, it’s easy. You can cancel or change your booking via our self-service tool ‘My Booking.com’. Please, remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘Conditions’ column.

and http://www.booking.com/faq.en-gb.html

How do I get more information about the room or hotel facilities?
Room facilities are clearly listed under each room type, to see the full list and photos just click on your desired room type. You can find all of the hotel facilities just below the block of room types under ‘Hotel Facilities’.

How do I find out if a hotel allows pets?
Pet policies are always displayed on the hotel’s page under "Hotel Policies".

what did the hotel's cancellation policy say?

[Phillip74]

Re: Cancelling Booking.com online reservation

Hi Thanks for your replies. The Hotel said they wont refund the charged card etc. If the charge to the card is denied the Hotel with cancel the reservation. What I find unfair is that if you are not satisfied as a customer with the booking or additional charges then surely we have the right not to go ahead with the reservation under statutory rights? However, we have been in informed that the card transaction was denied, therefore the Hotel will have to cancelled the reservation....

[Phillip74]

Re: Cancelling Booking.com online reservation

Update: We were lucky to cancel the debit card one day before the Hotel, via Booking.com tried to take all the 500 euros. Personally I think the whole online booking for accommodation stinks. Even if it says non refundable - The customer should be entitled voice his/her reason for rejection and therefore uphold the cancellation. We have had the fortune of finding a lovely Château 20 miles away from Le touquet, which coincidently, has a very reasonable cancellation policy. We are allowed to cancel up to 3 days before arrival after that they charge one nights accommodation and if there is a "no show". They even helped us find a Vet to enable us to get back through security checks in the UK. The moral of the story here is to thoroughly check cancelling policies, when changing your mind and what the outcome will be, check online reviews, added extras charges before you book anything online. Always contact the booking agent or Hotel for further clarification on extra charges, prior to entering your card details. Do not rush into any online reservation.

PPPPPPPPPP :tinysmile_twink_t2: