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Hotel dispute
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[Deleted User]
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Hi there,
In March I booked an apartment which couldn't be cancelled through Booking.com for the end of July . The booking didn't go through and it said on the website my card wasn't accepted as it wasnt a valid credit card . So I booked a differnt hotel instead on a different website. But then yesterday I got an email from booking.com confirming my modified booking and they had taken 280pounds out my account! I phoned the hotel straight away and explained to them what had happened and they appeared understanding and said they would email me this morning, which they did, but all it said was that my booking was still there and that I would have to phone booking.com. So I phoned booking.com and they said that I had updated my card details yesterday and that's why it's been confirmed? Even though I don't have an account with them or even been on their site since March! They phoned the apartment for me and said the manager won't be in till tomorrow so will phone me back tomorrow. I'm just really worried because I only got paid yesterday and I paid off all my bills plus extra and booked a holiday and now Iv been left with no money and feel like I'm just being fobbed off. I tried calling the bank to cancel the transaction but they couldn't do it. Any advice would be welcome. Thank you
In March I booked an apartment which couldn't be cancelled through Booking.com for the end of July . The booking didn't go through and it said on the website my card wasn't accepted as it wasnt a valid credit card . So I booked a differnt hotel instead on a different website. But then yesterday I got an email from booking.com confirming my modified booking and they had taken 280pounds out my account! I phoned the hotel straight away and explained to them what had happened and they appeared understanding and said they would email me this morning, which they did, but all it said was that my booking was still there and that I would have to phone booking.com. So I phoned booking.com and they said that I had updated my card details yesterday and that's why it's been confirmed? Even though I don't have an account with them or even been on their site since March! They phoned the apartment for me and said the manager won't be in till tomorrow so will phone me back tomorrow. I'm just really worried because I only got paid yesterday and I paid off all my bills plus extra and booked a holiday and now Iv been left with no money and feel like I'm just being fobbed off. I tried calling the bank to cancel the transaction but they couldn't do it. Any advice would be welcome. Thank you
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They might not have been able to block the payment because it has already gone through. But you could ask if they can do a chargeback, which in very crude terms is taking the payment out of the recipients account and putting it back in yours. Though there is no guarantee they will be able to do this.
http://www.which.co.uk/consumer-rights/problem/how-do-i-use-chargeback
Have you any idea what they mean by this? Did they refuse to accept your card, and then suddenly charge you the full payment on the same card?
I'm not sure how that could happen. Normally the "system" doesn't remember enough of your card details to allow a charge to be made without your agreement.
Yeah that's what appears to have happened. They said I updated my booking account yesterday , but that didn't happen. I haven't been on that site since March and I don't have an account to update any details, plus I have the same card, so not sure how I could have updated it
If that's the case it sounds like they have messed up.
If you use the analogy of the shopping basket that most internet sites use, you put your shopping in your basket and went to the checkout, but the shop didn't accept your card. But instead of putting your shopping back on the shelf, the shop scanned it again after you'd left the store and charged you anyway.
The other booking you did, you didn't make it with any of the following companies did you:-
Agoda, Priceline.com or Kayak...I only ask because they are all owned by the same company as booking.com
The agreement is between you and booking.com.
The hotel is not part of the contract between you.
If the hotel has been paid that's between booking.com and them.
I accidentally did this once on Booking.com. They still accepted my debit card, even though it was a credit card only booking, so I presume they speak to the hotel to OK it. That will be why your booking will have been 'updated'. Although they obviously messed up in taking so long to accept your payment. They're a good company though so they should refund you I hope.
can you cancel the other hotel ?
I booked with them last year and then had to cancel it cos I realised the place I had booked wasn't suitable. I cancelled it online with them and they refunded me and I booked elsewhere.
there was no problem cancelling as it had free cancellation cover
Incorrect Booking.com act as an agent only, and in their terms & conditions state this, your contract is with the accommodation provider and not Booking.com, this is actually the same with most of these type of booking sites.
I think it is also rather dubious that they have retained your 3 digit number from the back of the card. I thought that is not permissible and may be persuasive for your case.
http://www.barclaycard.co.uk/business/existing-customers/chargebacks-and-retrievals#tabbox0
Why do chargebacks happen?
There are a number of common reasons why chargebacks occur:
You, or your customer, have made an error at the point of sale, such as using an expired card.
The transaction was not authorised.