- September 5, 2023
- Posted by: legaleseblogger
- Category: Related News
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After seeking some advice, I am reaching out regarding an issue I encountered with booking.com and a hotel’s “no show fee.” I recently made a booking through booking.com, but to my surprise, I received an email notifying me of the cancellation of my reservation.
However, today, on the very date I was supposed to arrive, I noticed a charge of ┬ú119.19 on my account. Naturally, I reached out to booking.com to address this unexpected fee, and they explained that it was due to a “no show.”
I must confess, I have a few concerns:
1) Why would there even be a “no show fee” charged for a reservation that has been canceled? It seems contradictory and unjustifiable.
2) Furthermore, why would I arrive at a hotel when booking.com had already informed me that my reservation had been canceled? This lack of coordination raises questions about the transparency and reliability of the booking process.
At this point, any advice or assistance would be greatly appreciated. Thank you in advance for your help.
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****** just grabbed a
Okay firstly. Why was the booking cancelled? did you cancel the booking or did [booking.com](https://booking.com) inform you they had (or the hotel) cancelled the booking.
If you cancelled the booking yourself, what were the cancellation terms of the booking, ie 48 hours notice? advance purchased, where you within that rate?
It may be labelled as a no show fee but could be a cancellation fee poorly worded. If you cancelled within their cancellation window they’re within their right to deduct their fees.
It seems booking.com cancelled the reservation unilaterally (probably at the request of the hotel, but that’s not relevant). They didn’t offer alternative accommodation as part of the cancellation so either refunded you or cancelled the scheduled payment.
You can look through your policy but it’s safe to say there is no way they can legitimately charge you a “no show” fee. (The law would trump any silly policies they have anyway.)
The next steps (assuming the above is true) is to start a formal complaint with a view to making a chargeback on your payment card.
If I am reading this correctly then booking cancelled you booking against your wishes and then the hotel charged you a no show fee.
Looks like an admin error but if you get no where with both booking and the hotel then just do a chargeback on your credit card. Your credit card company will have the money back in no time.
Also leave a negative review on trust pilot. That generally kick starts booking.com to start rectifying problems.
My take is this has been an admin issue at the hotel reception.
They are supposed to check cancellations before charging any no-show. Just provide proof of everything and they should refund you no issue.
Worse come to worse just do a chargeback, they won’t be able to prove you were at the hotel.
I work in hotels within the UK. I would recommend contacting the hotel as no-show fees are outside of booking.comÔÇÖs system. This is most likely a human error, which it may be possible that the person checking booking.com did not update their hotel software or the two systems dont talk to each other. If you had an email cancellation, i would suggest contacting them through telephone first to talk about the issue
There are two questions here.
Who initiated the cancellation you or booking.com
What was the hotels cancellation policy. It may have cost you nothing to cancel but if you called short notice, or with a hotel that offered no refund then you may have to pay the fee. .
I think you need to post the actual text of the cancellation email. If booking.com cancelled the booking and you did NOT request it then no, you shouldnÔÇÖt pay a fee. If they *changed* the booking and you did not object, maybe yes. If they cancelled *part of it* (eg just the breakfast, not the room) and likewise did not object, then also maybe yes.
Are you sure that you didnÔÇÖt make two bookings and one was cancelled?
Why would you ask her without trying to resolve it yourself first? Contact booking.com.sns get it fixed.
Do folk even read the thread? I still see, did OP cancel? And poor OP has answered that many times and posted the email multiple times…
Would be a lot easier to track if repeated requests for provided info are not asked for….
As simple as this if you had cancelled is tough but if they cancelled it then its booking fault and u need chase them to fix it
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Having read all of the above the answer is very simple you do a charge back to your credit card and let them sort it all out.
The sum is over £100 so you are in the clear unless you charged to a debit card. That is the case then still try a chargeback to the bank.
If the booking.com cancellation email that you have quoted is accurate can’t conceivably be any problems.
Sounds to me like booking cancelled it on their side but the hotel wasnt informed.
Even then if the booking was a non flex, non cancel type booking then youre out of luck.
Did you pay on a credit card, can you not claim via them?
It’s free to move a reservation so move it to like 3 months from now instead. In the meantime look up the minimum cancellation period and then cancel it before the period starts again from the new date. Saul Goodman that shit.
If youÔÇÖve got confirmation of the cancellation IÔÇÖd personally do a charge back with your credit card
Hey, I work at a hotel and this actually happens a lot. Sometimes when 3rd party companies cancel a booking, they fail to let us know, so on our end it looks like a no show. Or, which also happens, sometimes its cancelled over the weekend, or after hours, and the email sent from the 3rd party to our reservations department gets lost in a sea of after-hours emails. So the reservations department just never cancels it on our end.
The system, at least at the hotel I work at, goes like this: 3rd party makes booking. 3rd party emails us to add it to our system. Automated computer system adds booking to system. Reservations department adds in credit card info, notes, etc to the booking manually.
Cancellations go like: 3rd party sends email to reservations to cancel booking. Reservations department manually cancels booking.
So, if the email never gets sent, or gets overlooked, it will appear that you never cancelled on our end. And because you used booking.com, we have direct access to your credit card to charge a no show fee. This is different than, for example, expedia. Expedia gives us a virtual card number that only allows charges exactly what we agreed on. If the reservation is cancelled, then we canÔÇÖt charge said card. And even if we did, its charging expedia, not you. You pay expedia, we charge expedia, we never touch your card.
Anyways, with all that information, what can you do? Call the hotel. Let them know you cancelled through booking.com but were charged a no show fee. This wonÔÇÖt be the first time theyÔÇÖve heard that. They should send you to the proper people for a refund.
The only case I can see you NOT getting a refund, is if you cancelled too late. Like, my hotel has a 48 hour cancellation policy. So if you cancel within 48 hours of your stay, you get charged 1 nightÔÇÖs stay. So if you cancelled with booking.com within 48 hours, weÔÇÖd charge you.
Anyways, hope this helps. IÔÇÖm not from the UK (so not sure why this popped up in my notifications LOL) but I think this is pretty standard regardless of where you live.