Booking.Com issues?

cailinoBAC

I'm a long time user of booking.com and have never had any issues with them before. However this morning I made a booking for next weekend. I checked before booking that I free cancellation for a few days, because I have a query regarding checkin. While making the booking I was told I didn't have to pay now, only provide my credit card details to be held, which is quite normal, however my confirmation told me I had paid. It still states about no cancellation charge before Tuesday though if I go to the cancellation page (I don't necessarily want to cancel, just have the option) this is not very clear. Surely there's a difference between booking without payment and with cancellation option and paying upfront and then looking for money back. I went back through the process as if making another booking and took screenshots so I can see I did not misread. What is going on here? It's misleading to say people dont need to pay anything upfront and then to take the payment.
I then tried to send an email on the customer care section of their website (never needed to before) and when I hit submit I'm told 'page not found'.

Pat 36059

unless you show the screen shots of your booking options ,its quite difficult to comment accurately. I use booking.com all the time and have often paid before or after the event. Usually and this is only from my point of view ,You get a list of room options and also a cheaper rate if you decide to purchase now and pay now and with no cancelation option.

Bassboxxx

Yeah noticed that myself.
They have a price listed and in the options listed beside that price it says reserve now pay later and free cancellation.
When you go to reserve that price is only for pay now, but still with free cancellation. The pay later was twenty odd euro dearer.
It is misleading and I agree that cancelling is a different story when they have your money than when they don't.

I booked yesterday and just checked there, the money is taken from my card.

cailinoBAC

This is the place. From what I can see all of the options for any dates have free cancellation for up to 3 days before the date.

http://www.booking.com/hotel/es/casa-de-las-remigias.en-gb.html

So I've checked out the room that's still available for my dates on the computer. (28th to 30th Oct)
Free cancellation before October 25th

Before you select 'continue' it says 'you'll pay nothing today'. Then brings to the confirmation page which asks for credit card details and the next step is to confirm but I don't see any mention here of whether payment is being taken or not.

When I do the same on my phone (which is how I made the booking) the free cancellation notice in green also says 'pay at the property (no prepayment needed) but then at the next step in smaller print it says you will pay the full amount today, then when you get to the area where it asks you to input your credit card details it says, don't worry, €0 due now, we just need your card to hold your booking.

Anyway, tried to send the email to them on my phone, will try now from computer.

kerry4sam

I've never noticed that before. I have, however, noticed the odd 'glitch' on sites leading upto and since the Ddos attack this week.

You should phone booking . com on 01 90 75 882 and ask them direct about your own booking.

The only issue I've had with booking . com is a hotel checking the cc and charging a nominal fee; then I end up having to cancel/alter booking and no refund issued from that hotel.

As I said, never seen your issue before. I would recommend you phone them direct though.

Thanks,
kerry4sam

munchkin_utd

I have had a booking once with free cancellation where I had to pay in full in advance, which for 3 rooms for 2 nights @200'euro per room was a hefty charge.
When I cancelled 2 of the rooms , the cash was refunded very quickly back onto my credit card.

cailinoBAC

Got a reply from them today:

Please accept our sincere apology for any inconvenience / confusion that might have caused you.
Casa de las Remigias actually uses "Payment by Booking.com" service, which means that Booking.com is in charge of making the pre-payment for Casa de las Remigias's bookings.
We've investigated a little further that this booking was actually made though our webpage, not mobile device.

Normally, the payment is made 5 days prior arrival date, but in your case, the booking is made just within the 5-day window, that's why the payment was made immediately.

Regardless the payment, please rest assure that it does not effect the cancellation policy to your booking, you can cancel this booking free of charge until 24 October 2016 23:59 Estepona local time. If you do, our system will immediately start the refund process automatically.

Once again, we are truly sorry for the confusion and any inconvenience that might have caused you.

I'm happy enough to stick with the place we booked, but still not particularly satisfied with this. I think if somewhere says 'pay later, pay at property' that should be what it is, not 5 days in advance.

Also, I didn't like the insinuation that I'd lied about how I booked it. I booked it on my mobile, though on website, not app. I don't know what way that turns up in their 'investigations'. I didn't really seem to have an option to reply, but got asked for feedback on customer service so gave it there.