Responsibility of booking.com ?
Oct 16, 2012 | 4:55 am
#1
Original Poster
Join Date: Mar 2011
Location: Karachi, Pakistan
Programs: EK, US
Posts: 17
Responsibility of booking.com ?
Hi,
Writing to ask what you think are the responsibilities of a hotel booking websites www.booking.com to be exact in this case:
I booked a hotel in July for a September Stay. Rate included breakfast and is shown clearly on the booking. Date of stay arrive at the hotel, the hotel says that they have stopped the breakfast service since the past 1 month.
Could not book anywhere else as i was in town for an exhibition and stay details were shared with a lot of people.
Upon return i complain to booking.com and their final reply after a few exchange of emails is :
"Kindly note that this email is in regards to your reservation at the Hayatt Home Hotel. I apologize for this hotel no honoring the terms of your reservation. At this point in time without receipts we are unable to recommend compensation for your breakfast. Should you wish to pursue this matter we do ask that you please contact the hotel directly. "
My question is what is the responsibility of booking.com in such a scenario? if the hotel does not honor what they commit, in my view they should:
1. Either compensate themselves
2. Take the hotel off their website
Writing to ask what you think are the responsibilities of a hotel booking websites www.booking.com to be exact in this case:
I booked a hotel in July for a September Stay. Rate included breakfast and is shown clearly on the booking. Date of stay arrive at the hotel, the hotel says that they have stopped the breakfast service since the past 1 month.
Could not book anywhere else as i was in town for an exhibition and stay details were shared with a lot of people.
Upon return i complain to booking.com and their final reply after a few exchange of emails is :
"Kindly note that this email is in regards to your reservation at the Hayatt Home Hotel. I apologize for this hotel no honoring the terms of your reservation. At this point in time without receipts we are unable to recommend compensation for your breakfast. Should you wish to pursue this matter we do ask that you please contact the hotel directly. "
My question is what is the responsibility of booking.com in such a scenario? if the hotel does not honor what they commit, in my view they should:
1. Either compensate themselves
2. Take the hotel off their website
Oct 16, 2012 | 7:16 am
#2
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
Join Date: Jul 2000
Location: Milton, GA USA
Programs: Hilton Diamond, IHG Platinum Elite, Hyatt Discoverist, Radisson Elite
Posts: 19,212
Did the hotel offer any compensation for not offering breakfast?
In my opinion, it is up to them to make you whole... not booking.com.
I would escalate with the hotel; you did not get what you paid for.
In my opinion, it is up to them to make you whole... not booking.com.
I would escalate with the hotel; you did not get what you paid for.
Oct 16, 2012 | 8:54 am
#3
In Memoriam
Join Date: Feb 2000
Location: Easton, CT, USA
Programs: ua prem exec, Former hilton diamond
Posts: 31,801
What were you asking them to do? It sounds like they would have refunded you what you spent on breakfast someplace else.
If the hotel was offering breakfast when you made the booking, then I can't see what booking.com can do for you. No third party could possibly keep track of each and every offering that each facility is offering.
I think your beef is with the hotel, they should have offered you something for it.
If the hotel was offering breakfast when you made the booking, then I can't see what booking.com can do for you. No third party could possibly keep track of each and every offering that each facility is offering.
I think your beef is with the hotel, they should have offered you something for it.
Oct 17, 2012 | 5:37 am
#4
Original Poster
Join Date: Mar 2011
Location: Karachi, Pakistan
Programs: EK, US
Posts: 17
Thank you. I am not really looking for a claim. I just want opinion on whether or not any responsibility does fall upon the booking agency which is booking.com in this case?
If a hotel withdraws on any offer after taking booking via the agent, shouldn't the agent do something in this regard?
Waheed
If a hotel withdraws on any offer after taking booking via the agent, shouldn't the agent do something in this regard?
Waheed