Hotels.com told me I would have to pay extra for their mistake, and now say my money won’t be refunded as promised
I booked a night in a hotel on the Greek island of Mykonos during July using the website Hotels.com.
Last month, I had a call from a Hotels.com call centre in the Philippines with a question about my reservation on 13 June. I informed the caller there must be an error as my booking was for 13 July.
She confirmed the agent who had processed the booking had made a mistake, agreed to contact the hotel, re-book for July and get back to me.
When she did not do so, I rang Hotels.com and was put through to an agent in San Salvador who promised to look into the matter and ring me back. He failed to do so.
I rang again and was advised that, as the cost of the accommodation had gone up from £74 to £180, I would have to pay the difference then claim a refund.
I did not see why I should pay out more with no guarantee that I would be reimbursed, especially when the responsibility for the wrong booking rested with Hotels.com.
I was passed to a supervisor who told me I could cancel the booking for 13 June (a booking I never made) and be reimbursed the £74 or re-book for 13 July and pay the extra cost which I refused to do.
I now find myself with no accommodation for myself and my children and have since received an email stating that the refund of £74 will not be reimbursed as promised. JJ, London
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