We have recently been on a family holiday to Canada. Part of the stay was in the Blue Mountain ski resort - we had booked a Chateau through Booking.com for 1st Jan - 5th Jan. On the morning of the 1st Jan my mother tried to get in touch with the owner of the Chateau to sort out linen. At this point she was informed by the owner that she had de-activated her account with Booking.com and already had people in the Chateau.
Up until this point Booking.com had been sending emails of our upcoming stay, the booking was still showing as normal on her account also.
The owner could not offer alternatives, and when speaking to booking.com they could not provide sufficient alternatives either. They suggested other places for us to book, all of a lesser standard and not in the same place - our original was walking distance to the skiing resort - the alternatives were a 15/20 minute drive away, and also not available for the full 4 nights. When we tried to book these places, it also turned out they were unavailable.
We ended up booking our own AirBnB as booking.com could not provide anything suitable. It was nearly $3000 CAD more expensive than original booking - bear in mind we were booking on New Years Day at a ski resort during holiday period. This AirBnB was not up to the standard of the original booking and still only available for 3 nights so we had to stay in a budget hotel for the final night.
They are now offering a compensation that does not even cover the difference in cost. We missed a full day of our holiday as we did not manage to get this sorted out until mid-afternoon and then had a 2.5 hour drive to the Blue Mountains.
Sorry this is a long explanation! Can anyone offer advice? Should they be at least offering compensation to cover the difference in price?
Thanks in advance for any help!
Had booking.com taken any upfront monies or was it payment on arrival?
Good job your mother made contact with the owner prior to departure! Did the owner give you a date when she cancelled her contract with booking.com?
I think your best option would be to give citizens advice a call.
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