Booking.com trustworthy?
Jul 9th, 2017, 11:45 AM
#1
Original Poster
Join Date: Aug 2012
Posts: 262
Likes: 0
Received 0 Likes
on
0 Posts
Booking.com trustworthy?
Beware! Here is an interesting example:
Numerous months back, I rented the Pick A Flat - Residence Maillot-Etoile apartment on Booking.com for my upcoming trip to Paris. I was reluctant to do business with Booking, but a travel friend has an account there and wanted the credit.
Here is the listing on Booking: https://tinyurl.com/pick-a-flat
I paid the $650 deposit and received confirmation from Booking. A month later, I found the Pick A Flat website and sent an email to ask a few questions. I received a response saying, "You could not have rented that apartment because it was sold, expecting a June closing."
To make a long, nerve-racking story short, I eventually got my $650 credit. It took some time, effort, and a few phone calls. I hope to never endure anything like that again.
For kicks, I decided to re-visit the ad on Booking today, and I put in dates for July. Much to my surprise, dates were available. Then, on closer inspection, scrolling down, I noticed the words "Two-Bedroom Apartment" under Apartment Type, directly under Availability.
That's odd, I thought. The Residence Maillot-Etoile apartment I rented, on Rue Pergolese, the one that is pictured at the top of the Booking ad with L-shaped sofa, is a 1 bedroom air-conditioned apartment. I clicked on the Two-Bedroom Apartment link, and lo-and-behold, it's an entirely different apartment, one without air-conditioning. It's location may also be on Rue Pergolese, but it doesn't say.
Maybe this is what is commonly known as a bate-and-switch. Booking may not be entirely to blame. I'm sure the owners of Pick A Flat have some explaining to do.
My point is, trust and reliability come very cheaply these days.
Numerous months back, I rented the Pick A Flat - Residence Maillot-Etoile apartment on Booking.com for my upcoming trip to Paris. I was reluctant to do business with Booking, but a travel friend has an account there and wanted the credit.
Here is the listing on Booking: https://tinyurl.com/pick-a-flat
I paid the $650 deposit and received confirmation from Booking. A month later, I found the Pick A Flat website and sent an email to ask a few questions. I received a response saying, "You could not have rented that apartment because it was sold, expecting a June closing."
To make a long, nerve-racking story short, I eventually got my $650 credit. It took some time, effort, and a few phone calls. I hope to never endure anything like that again.
For kicks, I decided to re-visit the ad on Booking today, and I put in dates for July. Much to my surprise, dates were available. Then, on closer inspection, scrolling down, I noticed the words "Two-Bedroom Apartment" under Apartment Type, directly under Availability.
That's odd, I thought. The Residence Maillot-Etoile apartment I rented, on Rue Pergolese, the one that is pictured at the top of the Booking ad with L-shaped sofa, is a 1 bedroom air-conditioned apartment. I clicked on the Two-Bedroom Apartment link, and lo-and-behold, it's an entirely different apartment, one without air-conditioning. It's location may also be on Rue Pergolese, but it doesn't say.
Maybe this is what is commonly known as a bate-and-switch. Booking may not be entirely to blame. I'm sure the owners of Pick A Flat have some explaining to do.
My point is, trust and reliability come very cheaply these days.
Jul 9th, 2017, 12:36 PM
#4
Join Date: Jan 2003
Posts: 21,369
Likes: 0
Received 0 Likes
on
0 Posts
I've been using Booking.com for years - never had a problem with any booking. With all of the millions of room reservations they fulfill and thousands of properties, large and small, that they deal with, it shouldn't surprise anyone that once in a while there's a glitch. That's why it's up to you to double-check your reservation - no matter which booking service you use.
But I'd never pay a $650 advanced deposit anyway, with any booking service. I use Booking.com in large part because of the free cancellation that they offer on so many properties. I know some people do pay these huge deposits in advance on apartments in Europe, but it isn't something I'd probably be comfortable with.
But I'd never pay a $650 advanced deposit anyway, with any booking service. I use Booking.com in large part because of the free cancellation that they offer on so many properties. I know some people do pay these huge deposits in advance on apartments in Europe, but it isn't something I'd probably be comfortable with.
Jul 9th, 2017, 12:46 PM
#5
Join Date: Oct 2003
Posts: 19,230
Likes: 0
Received 0 Likes
on
0 Posts
I also have used Booking.com for years with no problem, but I've booked only hotel rooms with them, not any apartments.
As Andrew said, their best feature is the free cancellation on most rooms, unless otherwise specified. On very rare occasions, a hotel might charge a deposit at the time of booking, but it is still refundable until a certain date.
Hotels.com is similar to Booking.com, also with free cancellations.
As Andrew said, their best feature is the free cancellation on most rooms, unless otherwise specified. On very rare occasions, a hotel might charge a deposit at the time of booking, but it is still refundable until a certain date.
Hotels.com is similar to Booking.com, also with free cancellations.
Jul 9th, 2017, 01:32 PM
#7
I used them last night to reserve a room for my husband on the road and they don't even charge your card till you check in. I normally call hotel direct but so many were booked and he was on his motorcycle. Booking.com let me know which hotel still had a room available. I like them for free cancellation.
Jul 9th, 2017, 02:23 PM
#9
Join Date: Mar 2007
Posts: 12,018
Likes: 0
Received 0 Likes
on
0 Posts
I think there may have just been some kind of misunderstanding.
There are many apartments that list through pick a flat and are booked through booking.com. It is quite possible that there was a mix up about which apartment you were asking about. It is even possible that the answer you got was for a different apartment than the one you had booked.
Of course, there can always be an accidental double booking, change of apartment status, etc.
I have used booking.com several times with no problems, so would not worry too much about it.
Would you please post the exact website you contacted with your questions.
There are many apartments that list through pick a flat and are booked through booking.com. It is quite possible that there was a mix up about which apartment you were asking about. It is even possible that the answer you got was for a different apartment than the one you had booked.
Of course, there can always be an accidental double booking, change of apartment status, etc.
I have used booking.com several times with no problems, so would not worry too much about it.
Would you please post the exact website you contacted with your questions.
Jul 9th, 2017, 02:39 PM
#14
This does not sound like a booking.com issue but a problem with Pick a Flat. Booking does not just pick rooms out of thin air. The flat must have been offered (through booking.com ) by Pick a Flat. So either PaF dropped the ball and didn't pull the listing or update their calendar or something, or as Sassafrass suggests maybe it is a different flat altogether
>>I recently had some issues with Booking.com regarding several bookings in Iceland. Suffice to say, I will avoid them like the plague in the future.<<
What sorts of problems? The only time I've even had an issue (once out of more than 25 bookings) Booking.com solved things completely - at the time I thought their customer service is nearly as good as Autoeurope's.
>>I recently had some issues with Booking.com regarding several bookings in Iceland. Suffice to say, I will avoid them like the plague in the future.<<
What sorts of problems? The only time I've even had an issue (once out of more than 25 bookings) Booking.com solved things completely - at the time I thought their customer service is nearly as good as Autoeurope's.
Jul 9th, 2017, 03:33 PM
#15
Well, that hasn't been my experience.
We booked all of our accommodation, seven hotels/apartments, three months in advance on Booking.com for our 10 day stay in Iceland.
We were quoted prices in USD and in one case Euro. We were charged in ISK upon arrival, which of course we expected, but we also expected to be charged the equivalent of what we'd been quoted, not significantly more.
I fully understand currency fluctuations, but what's weird is that the price increases weren't consistent - some were 10% higher, some were 15% higher, some more, just a day or two apart. The price we'd been quoted was treated as more of a suggestion than an actual price.
I suspect that we were subject to dual conversion in a few instances. Whereas Booking.com quoted in USD, I think the accommodation owners converted Euro to ISK, instead of USD to ISK, so we paid a double conversion.
If I had to do it again, I'd book directly with the accommodation. Or, I'd be sure to get a quote in ISK, not USD or Euro (although I'm not sure this was even an option).
This well may be a fluke with Iceland, but Booking.com needs to take a good look at their advertising practices, which are misleading and deceptive IMO.
The reason I will avoid them in future is not so much what happened, but their unwillingness to respond to my concerns, which I outlined to them in detail on six occasions.
We're done.
We booked all of our accommodation, seven hotels/apartments, three months in advance on Booking.com for our 10 day stay in Iceland.
We were quoted prices in USD and in one case Euro. We were charged in ISK upon arrival, which of course we expected, but we also expected to be charged the equivalent of what we'd been quoted, not significantly more.
I fully understand currency fluctuations, but what's weird is that the price increases weren't consistent - some were 10% higher, some were 15% higher, some more, just a day or two apart. The price we'd been quoted was treated as more of a suggestion than an actual price.
I suspect that we were subject to dual conversion in a few instances. Whereas Booking.com quoted in USD, I think the accommodation owners converted Euro to ISK, instead of USD to ISK, so we paid a double conversion.
If I had to do it again, I'd book directly with the accommodation. Or, I'd be sure to get a quote in ISK, not USD or Euro (although I'm not sure this was even an option).
This well may be a fluke with Iceland, but Booking.com needs to take a good look at their advertising practices, which are misleading and deceptive IMO.
The reason I will avoid them in future is not so much what happened, but their unwillingness to respond to my concerns, which I outlined to them in detail on six occasions.
We're done.
Jul 9th, 2017, 03:36 PM
#17
Original Poster
Join Date: Aug 2012
Posts: 262
Likes: 0
Received 0 Likes
on
0 Posts
>>It is quite possible that there was a mix up about which apartment you were asking about.<<
That's impossible. Pick A Flat had only 1 apartment in the 16th Arrondissement that offered air conditioning. I confirmed that the 1-bedroom, Residence Maillot-Etoile apartment on Rue Pergolese had working air conditioning before I agreed to book the apartment on Booking. Booking.com does not have an air conditioning filter for apartments. Users must do individual inquiry to confirm this amenity.
The Booking link I posted above, it's currently active, shows photographs of the 1-bedroom apartment (with L-shaped couch and terrace) that I originally booked, but that apartment no longer exists. It did get sold several months ago. However, people can still think they're booking it without realizing they're booking a completely different 2-bedroom apartment with no AC and no terrace.
I accept the finger of blame may not lie entirely with Booking. I don't know who bears complete responsibility. All I know is that I had to cancel the reservation first with Booking to initiate the credit of the deposit. And then I had to wait on Pick A Flat. For my satisfaction, it took way too long for the credit to come through, and I had to deal with 2 business entities to secure the credit.
Pick A Flat offered several other apartments in the 16th, at a discount, to make up for losing the one I had rented. That dance took several days. None of the apartments had AC, so I had to pass. After all was said and done, I felt like I was victim of bate-and-switch, and it appears the game continues.
Booking had my deposit for numerous weeks, and they held my money until they were absolutely sure I canceled with Pick A Flat, and then it took another week to 10 days, before the credit appeared.
The incident confirmed to me that I have no desire to ever use Booking again or Pick A Flat.
That's impossible. Pick A Flat had only 1 apartment in the 16th Arrondissement that offered air conditioning. I confirmed that the 1-bedroom, Residence Maillot-Etoile apartment on Rue Pergolese had working air conditioning before I agreed to book the apartment on Booking. Booking.com does not have an air conditioning filter for apartments. Users must do individual inquiry to confirm this amenity.
The Booking link I posted above, it's currently active, shows photographs of the 1-bedroom apartment (with L-shaped couch and terrace) that I originally booked, but that apartment no longer exists. It did get sold several months ago. However, people can still think they're booking it without realizing they're booking a completely different 2-bedroom apartment with no AC and no terrace.
I accept the finger of blame may not lie entirely with Booking. I don't know who bears complete responsibility. All I know is that I had to cancel the reservation first with Booking to initiate the credit of the deposit. And then I had to wait on Pick A Flat. For my satisfaction, it took way too long for the credit to come through, and I had to deal with 2 business entities to secure the credit.
Pick A Flat offered several other apartments in the 16th, at a discount, to make up for losing the one I had rented. That dance took several days. None of the apartments had AC, so I had to pass. After all was said and done, I felt like I was victim of bate-and-switch, and it appears the game continues.
Booking had my deposit for numerous weeks, and they held my money until they were absolutely sure I canceled with Pick A Flat, and then it took another week to 10 days, before the credit appeared.
The incident confirmed to me that I have no desire to ever use Booking again or Pick A Flat.
Jul 9th, 2017, 03:49 PM
#18
Join Date: Jan 2003
Posts: 5,525
Likes: 0
Received 0 Likes
on
0 Posts
I just got charged for a hotel that I did not book in Rome and was charged 316 euros for missing the first night. It never showed up in my bookings but they say it was on theirs. They told me a week ago that they would contact the hotel and I still haven't heard anything.
I have used them for years all over the world but am going to be looking for a new booking agent if this isn't taken care of to my satisfaction?
I have used them for years all over the world but am going to be looking for a new booking agent if this isn't taken care of to my satisfaction?
Jul 9th, 2017, 03:57 PM
#19
Join Date: Dec 2006
Posts: 23,118
Likes: 0
Received 0 Likes
on
0 Posts
Interesting – ALL of my many bookings with booking.com allowed me to specify the currency in which the quote was provided to me, with a clear statement indicating the currency in which the actual charge would be paid. The currency in which I have been charged has always been determined at the hotel, and in the few cases in which I was subject to a DCC, it was clearly because the hotel failed to honor my on-site request to pay in local currency … and even then, it was clearly linked to the quote I had received from booking.com.
Not to irritate a wound, but I’d like to repeat the request to Melnq8 to clarify – were these hotels or apartments? I know you’ve said, on multiple occasions, that you prefer apartments….
Regardless, the failure to respond to concerns is definitely troubling…..
Not to irritate a wound, but I’d like to repeat the request to Melnq8 to clarify – were these hotels or apartments? I know you’ve said, on multiple occasions, that you prefer apartments….
Regardless, the failure to respond to concerns is definitely troubling…..
Jul 9th, 2017, 04:22 PM
#20
Join Date: Jan 2003
Posts: 21,369
Likes: 0
Received 0 Likes
on
0 Posts
Booking.com always stipulates that you'll be charged in the local currency, no matter what currency they quote you. Obviously, the exchange rates can change between the time you book and arrival. As Janis points out, it sounds like that poster was a victim of DCC, where the hotel tried to charge the guest in USD instead of local currency, which inflated the price. This has nothing to do with Booking.com . It happened to me a few times too - I think I've managed not to fall for the DCC scam so far.
And I always verify the prices at hotels when I check in to make sure they are what I was quoted. If they aren't, I just refer to my original booking price - I have proof, and that's what I will pay, no matter what they want to charge me. But I've never needed to dispute a rate yet yet.
There is no perfect booking service. Booking.com sure isn't. On my last trip, I used them a few times but found in some cases they didn't have the best prices. I used Hotels.com for the first time in a while for one hotel to save about $50 over three nights.
The question is: if you don't like Booking.com, what alternative do you have? Hotels.com? Expedia? Are they immune to these types of mistakes? Who knows? I doubt it.
Oh, you say - just book directly with the hotel and you can cut out the booking services completely and avoid these issues. Right? I sometimes do book directly with the hotel (not just to cut out the middleman - sometimes to save money). But once a few years ago I booked directly with a hotel in Strasbourg, and I needed to cancel last minute - within their 24 hour cancellation window to qualify for a full refund. I have the email proof. They charged me anyway. I didn't figure this out for a year because I went on my trip and was too busy at the time to double-check my credit card charges. By the time I figured it out, it was obviously way too late to get the charge reversed or disputed. Lesson learned: always check your credit card statements. And: no booking service or method is perfect - even booking directly with the hotel.
And I always verify the prices at hotels when I check in to make sure they are what I was quoted. If they aren't, I just refer to my original booking price - I have proof, and that's what I will pay, no matter what they want to charge me. But I've never needed to dispute a rate yet yet.
There is no perfect booking service. Booking.com sure isn't. On my last trip, I used them a few times but found in some cases they didn't have the best prices. I used Hotels.com for the first time in a while for one hotel to save about $50 over three nights.
The question is: if you don't like Booking.com, what alternative do you have? Hotels.com? Expedia? Are they immune to these types of mistakes? Who knows? I doubt it.
Oh, you say - just book directly with the hotel and you can cut out the booking services completely and avoid these issues. Right? I sometimes do book directly with the hotel (not just to cut out the middleman - sometimes to save money). But once a few years ago I booked directly with a hotel in Strasbourg, and I needed to cancel last minute - within their 24 hour cancellation window to qualify for a full refund. I have the email proof. They charged me anyway. I didn't figure this out for a year because I went on my trip and was too busy at the time to double-check my credit card charges. By the time I figured it out, it was obviously way too late to get the charge reversed or disputed. Lesson learned: always check your credit card statements. And: no booking service or method is perfect - even booking directly with the hotel.
