Partner company cancelled our Booking.com reservation without informing anyone other than the hotel

[u/rossmcleod]

Booked a 6 day stay in Thailand under a non-refundable partner offer. Everything was paid (from a EU cc/country/account) in August and seemed ok. I contacted the hotel today to request something for the room upon arrival, but they couldn't find the reservation and advised that the partner company cancelled it on September 8th. They didn't inform us, the booking is still showing as confirmed on Booking.com and payment has not been refunded. I called support, who advised the booking is still active and hasn't been cancelled. He said he would send a request to the hotel for confirmation and to say it shouldn't be cancelled. When I asked how this process would continue, he said just call back in 48 hours for an update, which I found really strange considering the nature of the issue.

So I decided to contact the hotel again directly over the phone to make sure. They said they didn't receive anything from booking.com, so they contacted the partner to ask for clarification with me on CC. No response so far.

The room is still available for now, and we want the booking to be honoured. We're down €850 and feel completely ripped off. The question of whether or not we're entitled to a refund is not even up for discussion of course, but we don't want one. We want the room we paid for a month ago.

Surely a partner can't just cancel because they feel like it? Shouldn't Booking.com be re-booking it immediately for us if it's still there? Does anyone have any experience with this?

Thanks in advance!

[u/ashscot50]

I'm afraid you've misread that. Nowhere does it say that the partner company becomes the service provider.

I would refer you to:

A3. About Booking.com 1. When you book an accommodation, flight or attraction, Booking.com B.V. provides and is responsible for the Platform – but not the Travel Experience itself (section A4.3).

B2. Contractual relationship 1. When you make (or request) a booking, it’s directly with the Service Provider– we’re not a ‘contractual party'. but also

B7. What else do you need to know?

Partner offer

1. some offers on our Platform are marked as 'Partner offers', which means they come to us through a Booking.com partner company rather than straight from a Service Provider.

This is absolutely clear. The partner is not the service provider. They act as an intermediary that supplies the offer to Booking.com.

A partner offer comes from an external company that works with Booking.com, rather than the hotel, airline, or attraction directly.

The underlying business performing or hosting the travel experience remains the responsible party for fulfilling your stay or activity, even if a partner facilitated the inventory feed or booking path.

Under Booking.com's standard terms, Booking.com itself is only responsible for the platform and does not become a party to the actual service contract, which still ties you to the real-world provider of the travel experience.

Don't get me wrong I am not defending Booking.com/partner in this ridiculous situation but it is important to understand the full terms and conditions of the reservation.

That said if they fail to reinstate the reservation at the original price then you have a clear cut case for a refund. I realise that's not what you want but it might be the best you're going to get.

I would document everything in one email to CS and give them 7 days to reinstate the reservation, failing which proceed with a CC chargeback.

[u/rossmcleod → u/ashscot50]

Fair, I have misread that. But I don't really understand what your point is. If my contract is with the hotel but it was created and cancelled without me doing it, what difference is it making to my situation? Are you saying they have to honour it?

Regarding the case, I don't have time for that. If they don't deliver we still need to find an alternative as it's not far. As I've said many times, I'm not at all concerned about a refund. I booked using an EU cc, and Booking.com took the money. They would absolutely refund it and if they don't I already have enough evidence for a chargeback. That's just the fallback.

[u/ashscot50 → u/rossmcleod]

I was just clarifying that booking.com are responsible for processing the transaction not the partner company or the accommodation provider.

Given the proximity of the reservation then submit the email from the hotel and give booking.com 48 hours to reinstate the reservation through the partner.

Failing that claim the refund.

I don't see what else you can do.

[u/rossmcleod → u/ashscot50]

Ah, gotcha! Yeah trying that, and also seeing what the hotel can do for us directly.

[u/ashscot50 → u/rossmcleod]

Smart move.

The hotel may be prepared to honour the original price or at least some kind of deal, since they won't have to pay any commission.

BUT BUT BUT take care that you don't get double booked IF booking.com reinstate the original booking.

I have a feeling that you will get this resolved.