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Booking.com rapped for ‘misleading’ customers over free cancellation

03/19/2018| 5:44:36 PM| 中文

Though Booking.com advertizes that cancellation was free up until noon on the day of arrival, customers may be asked to pay 50% of the total booking fee if they decide to cancel.

Booking.com has been rapped by Dutch authorities over “misleading” customers over free cancellation.

The Dutch Advertising Code Committee upheld a complaint arguing the online accommodation giant offered free cancellation at the Hotel Centro Vitoria in Vitoria-Gasteiz in Spain last May for seven double or twin rooms, a booking worth £1,527.

But hidden within the fine print was a clause that the free cancellation did not apply to bookings of more than six rooms, for which “additional supplements may apply”.

The complainant was asked to pay 50% of the total booking fee.

Booking.com said it was “not surprising” that hotels have different cancellation policies for large bookings as it represents a greater financial risk.

The case was dealt with in the Netherlands but also affects Booking.com’s UK portal.

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TAGS: Booking.com | cancellation
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