CB Travel Agencies and Tour Operators Booking.com I would like an apology from booking.com

Booking.com review: I would like an apology from booking.com

Janet Frudd of Preston PR3 0SA, GB

Jun 05, 2024 9:05 am EDT

Featured review

Good afternoon,
My name is Janet Frudd, [protected]@live.co.uk, 6 The Grove, Bilsborrow,
Preston PR3 0SA
I am reluctantly filing this complaint as I believe I have exhausted every other possible route to get this matter sorted. Below is copy of email sent to your customer services:
Janet Frudd. [protected]@live.co.uk. 6 The Grove Bilsborrow Preston PR3 0SA

Dear sir, madam

I have messaged you several times about this matter. I have tried for almost two hours to try and contact you again by message but have repeatedly had the message"booking id invalid" even though the confirmation number has been copied directly from my account. I have tried the confirmation number for each of the hotels concerned, but still receive the same message. When I have gone into message error help the message I receive is not listed and there is no error number on it.

I originally had a booking made through you with the Sky Residence Hotel Vancouver, confirmation number:4338.111.246 pin no:3159
I was requested to cancel the booking, which I did through you following their instructions. You can access their message through my account but I have attached it to this email anyway, it is the last message received that is relevant.
I then booked replacement Hotel, through you and messaged you to explain that it was the cheapest comparable location to the original booking that I was able to find.
I was advised by your customer services to email you with the invoice from the hotel I stayed in and send this to you.

I have also attached that.
I request that you deal with this matter as soon as possible, it has caused me a lot of distress and difficulty, and because of the extra money that I had to find has impacted severely on my holiday.
The confirmation and pin for the Hotel I stayed in,
The Palmer Hotel, confirmation no: [protected]
pin no:5195.
I cannot attach the file from The Sky Residence Club as it is a web page, you can access the message from my account, it is the last one they sent me, but I have copied the message below

Dear Guest,

We are terribly sorry but we had water damage at the property today and can no longer accommodate you. Multiple units are affected that will require repair. We have notified bookings today and asked them to assist us on this matter.

We have offered to cover the cost in the event the new reservation you are going to book is higher than the original reservation. In order to speed things up as there will be a delay in us responding back to you.

Please follow the following steps.

When you are looking at cancelation options, there is a last button that says “request cancellation fee to be waived “Please click on this so that we can initiate the refund.

The non refundable policy will be waived by us since we can not accommodate you. Please note that once it is canceled/status changes to canceled only then is the refund initiated back to the credit card you have paid with. Allow 5-7 business days for the return of the funds.

Please confirm with us that the payment has been received so that we can make a note on your file. We do not have the option to cancel only you or bookings.com can request the cancellation and we will certainly waive the policy.

We want to address if you do not hear from the website you have booked with which could be bookings.com/Agoda/Priceline, you have the option to contact them directly and advise them of the situation.

Please note you are required to speak to the relocation team of the website you have booked with and they will have to "approve" the new accommodation with you in order for the cost difference to be covered. We do not approve the price difference rather the website will invoice us back for payment. If you decide to book through another website such as airbnb/vrbo/expedia the price difference will not be covered.

However you have the option to independently choose another website if you feel there are better options. In case you have difficulties with the cancellation, be aware that we have already notified bookings.com and the status change will take place in the next 24 hours.

However if you require an immediate cancellation you have to contact them directly. Their contact information can be found under your reservation or the help center. We are extremely sorry for this event that has now caused anxiety/stress on you but this accident can not be normalized before your check in time. We understand that prices may be higher due to the last minute booking and therefore we ask you to please act as soon as possible to find the best possible option. We hope in spite of this, you will be able to find suitable accommodation and enjoy your stay in our beautiful city.

Kind regards,

Sky Team

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I am appalled at the difficulty I am having with this, and the failure of booking.com to ensure that people can get their problems solved efficiently and quickly.
I have been a customer of yours for years but this whole episode has almost completely destroyed my confidence in you
Regards
Janet
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Claimed loss: £566.00

Desired outcome: I would like refund of the difference in price, urgently

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