Stunned at booking.com

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Hello all,

I am in need of some desperate advice.
Over the last few days I have been planning a trip around Thailand for myself and some friends from mid Dec - early Jan.
Its the first time for all of us and we are all English teachers scattered around Asia.

I booked a hotel yesterday for 6 nights over NYE but chose a hotel with the option to modify or cancel free of charge until Dec as I wasn't sure of the exact dates. A few decisive phonecalls between the gang 6 hours later means I need to change the dates down to 2 nights from the previous 6 nights.

I went to modify the dates and lo and behold, now theres a no cancellation or change of dates allowed. They want me to pay full price regardless of nights stayed etc and will allow no option to modify.

I am literally stunned. 2 emails to booking.com results in the following from the hotel:
'The hotel contacted us just now and insisted that this booking is booked at a non-refundable rate and could not be modified. They said that it is their high season which is why they set a non-refundable policy during that period.'

However I am positive that the opposite was advertised on booking.com before I made the booking!
I have since told them their customer service is absolutely ridiculous and if they cannot accommodate the group for 2 nights, then cancel my booking altogether. If NYE is their busiest time then they'll have no probably filling my cancellation!

I've told BOI not to let the payment through, but do I have any rights if it does go through? Besides disagreeing with their totally unreasonable cancellation policy?
I know most online buying is covered by a 7 day cooling off period which allows cancellations and returns.

I've been ringing and emailing all day but no response!
If they force me to pay then I will have to fly home a week early as I cannot afford to pay for the 6 nights when I'll only be there for 2!!

L1011

Catherine Elegant Hedge wrote: »

I know most online buying is covered by a 7 day cooling off period which allows cancellations and returns.

Hotels, tickets etc aren't. Additionally, if you are in Asia already as you seem to suggest, EU cooling off rules wouldn't be much use.

You would need proof that the cancellation policy at the time of your booking was what you think it was.

MajorMax

Your confirmation email will have the details on it.
I always double check the relevant details before I commit to anything online.

Chocolate girl

Anytime I've booked with them there been two options free cancellation or pay in full with no cancellation. Paying in full usually cheaper or an offer. Never had a problem and have booked both ways. Are you sure it was the right one you picked it would be stated on your confirmation email?

onlinemonkey

I recently booked with free cancellation and just looked at the email from booking.com and they have their cancellation policy and price along with dates of when I can cancel without charge.

keithclancy

Booking.com is quite strange as they only pass on your credit card details to the Hotel you book with.

Hence you pay the hotel directly and have no contract with booking.com

Atomic Pineapple

You need to double check your email you received when you booked, it will confirm whether you booked with free cancellation or if you booked the hotel at a non refundable rate.

If the email states you booked with free cancellation then take it up with Booking.com.

I'm afraid it sounds like you probably booked at the non cancellation rate without realising it though.

Miaireland

I find with booking.com that with hotels some rooms will come with the option of cancelling/changing for free and other rooms in the same hotel you cannot cancel/change. It is normally reflected in the price.

It sounds like you may have picked one of the non cancel room.

Dodge

Your bookng.com account should tell you too.

kerry4sam

Read the T&C outlined for your booking. I've one particular place booked in France for next Summer and the conditions stated that

Prepayment: The total price of the reservation may be charged anytime after booking.

^^^ The one, the only location that I am so nervous about for the cycling I'll be doing there and it's the one that's prepaid! No excuse, no backing out now only travel and cycle what I've planned there! When I click into that individual booking it now states non-refundable booking as it was recently charged by them.

Just re-read your conditions. I've booked before with booking.com and have had varying conditions attached.

Also, on main page it does state "Free Cancellation on MOST Rooms". Instant confirmation when you reserve.

Maybe you could put an advert in your sig here stating the date(s) you won't use and want to sell on? Just cover yourself in event whom-ever buys them does any damage before they leave, or else just take the hit unfortunately. You could also inform everyone of the work you had done; inform them all of the charges; maybe ask for deposits from all, even those who've now cancelled. It would be something at least toward that hit you've endured

I've never had any issues with this above-mentioned site tbh,
kerry4sam

Dodge

That pre-payment is just an authorization. It won't preclude you from cancelling it for free

EDIT: if that's what was advertised