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The Crusader Fighting for your rights By MAISHA FROST
AT A LOSS: Weekend break turned into a bit of a disaster after cottage booking was cancelledCash eases trip pain
THEY had travelled hundreds of miles. But
four holidaymakers’ joy at having arrived
at the cottage they booked for a weekend
break was over in an instant when they saw
an email cancelling their stay.
“We’d just pulled up in the car park and
had loads of food with us because we were
self-catering. I hadn’t checked my phone
for a couple of hours but then saw the mes-
sage. We were stunned and our hearts
sunk,” Audrey Curtis told Crusader.
She had made the reservation back in
February for the holiday last month for
herself, husband Pete and two friends.
Days prior to the two couples setting off
from Newcastle and Sheffield respectively
they’d received details from the owner of
the property near Worcester. The reserva-
tion was made via Booking.com’s website, a
platform Audrey had often used successfully.
For times when things don’t go to plan its
customer services should be on hand to
offer equivalent or better accommodation
nearby. This time however things did not go
so well. “The alternative we were offered
was not self-catering and although we did
try it and left a message, no one
responded,” says Audrey.
After waiting 20 minutes for more help,
they were offered a six-bedroom property
in Cheltenham. “But this was onlybookable through Airbnb,” adds Audrey.
“To register I had to send a photo of my
driving licence and myself. We managed to
do this and send bank details. But it wasn’t
easy on the phone from a car and then no
one could find what I sent or the property.
“After driving hundreds of miles we both
gave up and drove all the way back again.”
The group had not paid for their
accommodation but considered they’d had
a lot of expenses and no benefit.
When they explained what had gone on
to Booking.com, it offered them £50.
“We spent more than that on petrol and
don’t think this reflects how difficult our
experience was,” Audrey said when she
asked Crusader to take up the matter.
Audrey had done everything Booking.
com asks of its customers and this seemed
more like Plan B mechanisms falling short.
“We try to resolve any issues as quickly
and satisfactorily as possible, so customers
can get back to having a great experience,”
the agent states, explaining refund levels
are assessed on a case-by-case basis.
Having reviewed this problem it then
offered £300 which has been accepted as
fair. “This is not the kind of experience we
want for customers, we have apologised for
the inconvenience,” Booking.com said.
● Audrey’s name has been changedPictures: GETTYIf you want help with a problem or wish to applaud good service, we will do our best to help. We can’t always promise a reply but please contact The Crusader, Daily Express, One
Canada Square, Canary Wharf, London E14 5AP. Email: [email protected]. Only send document copies, not originals. ALWAYS INCLUDE YOUR PHONE NUMBER, thank you.