While convenient, booking through a third-party could leave you with the wrong room or no room at all
Booking accommodation through a third party, like Booking.com, is convenient, but can pose some challenges or lead to miscommunication. Even as a seasoned traveller, I still have my fair share of bad experiences.
Cancelling challenges
While visiting family overseas, I needed a hotel booking near their home. I booked a cheap and cheerful basic accommodation on Booking.com as I was only going to use it for sleeping. In South Africa, Booking.com requests your credit card details even if the reservation allows you to cancel at no charge up to a specific date.
My travel plans changed so I cancelled the reservation via Booking.com at least 10 days before the due date. I received a response from Booking.com that the booking was cancelled. I didn’t think about it again.
That is until I checked my credit card statement a couple months later and found that the property had taken off the full amount which was R27 300!
In pursuit
I immediately contacted my bank and asked for them to reverse the payment. They told me to contact the property which I did via e-mail. No response!
After many attempts to contact them, I asked my family to try the local number. My family was able to get in touch with them and arrange a meeting in-site with the manager.
The hotel was apologetic and acknowledged that they had taken the money but were not forthcoming as to why they had not reversed the payment. They agreed to pay a set sum over the next six weeks into my family’s account as sending money back to South Africa is too difficult with the Foreign Exchange laws.
A scathing review
They paid three instalments and then nothing. Both my family and I have attempted to get hold of them many times both via WhatsApp and e-mail. To date, there has been no response.
I looked at the global reviews for this establishment only to find that they are regularly doing this to their guests. I have written reviews to Booking.com and Tripadvisor. I have sent a complaint to the local municipal office on their tourist complaint line.
I contacted Booking.com directly to ask why they still promote this establishment with all the negative issues, but am yet to get a response. I will not give up! This is not a small sum of money!
Double booked
While visiting Madrid, I booked a accessible room for one night. I received confirmation in writing through Booking. com. However, on arrival (around midnight), I was told that the accessible room was not available!
As it was only for one night, I had to accept a standard room. This meant that I had to access the bed from the bottom as there wasn’t sufficient space on the sides. I couldn’t access the toilet within the bathroom in the room. I had to wash in the basin and go down to the lobby to make use of the accessible toilet!
Not a unique experience
In a recent issue of the regular newsletter, WheelchairTravel.org, by another seasoned traveller John Morris, he wrote on accessible hotels and shared a similar experience. It just goes to show that this matter is not singular!
He shares how he booked an accessible hotel room through a major credit card company’s travel portal only to arrive and learn the room is not available! Even with a confirmation e-mail, he was given the wrong room.
He shares: “It didn’t matter to the hotel, because my reservation was not with them, but with the third-party booking site”. John also mentions hotels overselling, which then leaves third-party booked guests “at the back of the line”.
Booking through a third-party makes it very challenging to hold hotels accountable for bookings, or to report an issue when there is a miscommunication.
Avoiding the issue
Be careful when making bookings through third-party sights! My suggestion is to still contact the hotel directly when booking through a third party to confirm your specific needs.
Similarly, if you cancel your accommodation through a third party, send a courtesy e-mail to the hotel to notify them as well. This just further eliminates any opportunities for a misunderstanding and allows you to document every step.
A record of your booking and cancellation makes it a lot easier to argue your case if a misunderstanding arises. Happy travels!
